Contact Center Pipeline
OCTOBER 23, 2019
For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are not conducive to hiring and retaining great agents. Our Future of the Contact Center Survey put Robotic Process Automation (RPA—aka Agent […].
Injixo
OCTOBER 23, 2019
Does your contact center support Social Media? If it doesn’t today, there’s a good chance it will in the near future. More and more customers are engaging in customer service through social media channels. Learn how to quickly and reliably forecast Social Media demand for your contact center.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ansafone
OCTOBER 23, 2019
Are You Looking to Hire a Call Center? Has your call volume reached new heights, or are you looking for a new way to generate leads? Hiring a call center is the perfect solution to handle a high volume of calls. Call centers let your business continue to thrive by taking the load. Outsourcing your … Looking To Hire A Call Center? Read More » The post Looking To Hire A Call Center?
CSM Magazine
OCTOBER 23, 2019
The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams. You can now work from any location in the world, led by a team leader who will oversee your work.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ChaseData
OCTOBER 23, 2019
When did your contact center begin preparing for healthcare enrollment center phone calls? If your facility is like most that serve consumers by connecting them to insurance resources and assisting them in securing coverage, your answer might be that you began preparing long before the season was even on the horizon. Perhaps you even began thinking about this year’s open enrollment as soon as last year’s concluded!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 23, 2019
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.
Myra Golden Media
OCTOBER 23, 2019
Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter. Floored by the blatant dismissal dis, yet urgently needing a black dress, I made my way to the Ponte sheath black dress I’d seen on the chain’s website.
Peter Lavers
OCTOBER 23, 2019
WCL Customer Management’s founder Peter Lavers has again been named as a top influencer in the realm of Customer Experience (CX). The list has been created by Exceeders – an IT community that gathers the most innovative IT providers across the globe to provide customers with the latest innovations. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empo
Influitive
OCTOBER 23, 2019
Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Aspect
OCTOBER 23, 2019
Many of our ACE 2019 attendees got first-hand experience with some of the changes within the Aspect Education Services (AES) organization. The Aspect Master Program was a first look at how users can become experts on the solutions they use every day by taking classes that lead to obtaining a certified professional certificate. The Aspect Master Program was just the beginning of new learning opportunities from AES.
Etech GS
OCTOBER 23, 2019
When it comes to service-oriented businesses, the labor force is the core of the company. Whether the employees are human or robotic, workforce optimization helps teams to work smarter instead of harder. How so? As the name suggests, contact center workforce optimization involves using managerial practices to ensure maximum productivity meets maximum efficiency.
Upstream Works
OCTOBER 23, 2019
Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. When a customer is engaging with a brand, they could be: walking into a brick and mortar store, researching brands on social media, taking online surveys after making a purchase, interacting with a bot on their tablet,
Transparent BPO
OCTOBER 23, 2019
There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan. With a plan in place, you can face whatever event lands on your doorstep, whether it’s weather-related , a man-made occurrence, geopolitical risk, company-created situation, or something else potentially just as stressful. Without it, your entire operation could be affected for hours, days, or even weeks!
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
BlueOcean
OCTOBER 23, 2019
Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities and countries are more expensive than others.
Talkdesk
OCTOBER 23, 2019
John Paul , part of the AccorHotels group, is an exclusive provider of luxury and premium loyalty, offering its clients best-in-class concierge service, relationship marketing/events, and cutting edge digital expertise. John Paul combines the unique know-how and skills of its 700 Concierges, and the operation of a global digital platform, with ultra-personalized content thanks to its innovative proprietary technology. .
Eptica
OCTOBER 23, 2019
Date: Wednesday, October 23, 2019 Author: Olivier Njamfa - CEO & Co-Founder 5 ways CEOs can build truly customer-centric organizations. Published on: October 23, 2019. Author: Olivier Njamfa - CEO & Co-Founder Businesses today are operating in a fast-changing world. They face greater competition than ever before and need to innovate to successfully embrace digital technologies.
NICE inContact
OCTOBER 23, 2019
Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Cincom
OCTOBER 23, 2019
Probably the most commonly cited caution of the cloud as an alternative to on-premises is the idea that cloud increases … Continue reading "Cloud Services: Is Data Security Real or a Myth?". The post Cloud Services: Is Data Security Real or a Myth? appeared first on Cincom Blog.
NICE inContact
OCTOBER 23, 2019
Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center.
Unymira
OCTOBER 23, 2019
Guten Tag! Unymira was excited to visit Salesforce’s Munich office to hear about AppExchange and partner growth in Europe and North America.
Cincom
OCTOBER 23, 2019
Delivery of the sales proposal is the most critical phase of the selling cycle. If a solution does not adequately address … Continue reading "7 Ways to Blow Sales Proposals and Lose Potential Customers". The post 7 Ways to Blow Sales Proposals and Lose Potential Customers appeared first on Cincom Blog.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Nuance
OCTOBER 23, 2019
The time to move towards more modern police reporting tools is running down fast, and police departments will do well to heed its call. Automated police reporting solutions are no longer a “nice-to-have,” but a “must-have,” as recent data from our second annual Role of Technology in Law Enforcement Paperwork Survey suggests. The law enforcement […] The post New survey reveals impact of paperwork burden in policing appeared first on What’s next.
Vcaretec
OCTOBER 23, 2019
At (v) WeCare, we understand the level of service you're looking for, the right steps to implementation, and your concerns. The idea of outsourcing call center can seem daunting, especially if you've never used this service before. We have provided call center outsourcing services since 2004, and our vast experience positions us as experts in the industry.
Nuance
OCTOBER 23, 2019
The time to move towards more modern police reporting tools is running down fast, and police departments will do well to heed its call. Automated police reporting solutions are no longer a “nice-to-have,” but a “must-have,” as recent data from our second annual Role of Technology in Law Enforcement Paperwork Survey suggests. The law enforcement […] The post New survey reveals impact of paperwork burden in policing appeared first on What’s next.
Merchants
OCTOBER 23, 2019
Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience to contact centres should be wary of the risks this brings, coupled with the adoption of new technology, according to Merchants SA. The post Are contact centres soft targets for stealing your personal data?
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Hodusoft
OCTOBER 23, 2019
The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. Customers no longer turn to travel agents for advice, tips and to find the right service. They go on internet searches, on social media and expect to find the best. They use mobiles and they use desktops.
Pipkins
OCTOBER 23, 2019
At Pipkins, we understand that every business has unique needs that drive their decision when choosing a workforce management software platform. And while watching a video or reading about the platform can perk your curiosity, it can never truly display the full functionality of a WFM software suite in the context of any given business. That is why Pipkins chooses to go the extra mile by providing tailored product demos for each of our prospective clients.
CSM Magazine
OCTOBER 23, 2019
You may have heard the term ‘Customer Discovery’ recently. In this article we explain exactly what ‘Customer Discovery’ is and how it can be used effectively by startups in the product development process. What is Customer Discovery? Authors Eric Ries and Steve Blank first wrote about the importance of Customer Discovery as part of the “Lean Startup” methodology.
Expert insights. Personalized for you.
113 
Let's personalize your content