Talkdesk

JANUARY 13, 2020

Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience. Instead, interacting with a bot should be seamless (it understands who the customer is and their intent), efficient (it’s faster to engage with a bot than it would be to call or chat live with an agent), and accurate (it’s smart enough to respond appropriately, and it doesn’t frequently run into loops or dead ends).

Chatbots 67

Chatbots Contact Center Metrics Scripts 67

ChaseData

JANUARY 13, 2020

When you are operating an outbound call center, compliance with the TCPA - or Telephone Consumer Protection Act - is crucial. Not only does this compliance mean you’re doing your job correctly - it is what keeps you from losing your legal right to operate at all! With such a premium placed on outbound compliance, it’s no wonder so many outbound call center agents worry about meeting these regulations and what will happen if they don’t.

Call Center 52

Call Center call center software Management 52

Inbenta

JANUARY 13, 2020

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey. In 2019, 25% of adults in the US carried out online purchases at least once a month, bringing the number of American digital buyers to approximately 224 million for the past year. ( Source ) E-commerce websites are therefore exposed to a lot of traffic and it is

Chatbots 109

Chatbots Customer Experience Management Technology 109

ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? by Anthony Cusumano. (CMSWire) Customer experience. It’s a term that meant little to organizations even 10 years ago, and even now might still elicit eye rolls from executives.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

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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.

Peter Lavers

JANUARY 13, 2020

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). Customer loyalty can mean different things to different people, and Peter considers two different aspects of loyalty – behavioural and attitudinal.

Marketing 130

Marketing Customer centricity CRM Analytics 130

Spearline

JANUARY 13, 2020

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms. All number types will be supported. Vanilla Telecoms was founded in 2004 as one of the first companies on the island to provide a nationwide wireless broadband network, Vanilla Telecoms has grown to become a l

Telecommunications 97

Telecommunications Wireless Enterprise Management 97

NICE inContact

JANUARY 13, 2020

As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.

Calibration 62

Calibration Customer Experience Best practices Contact Center 62

Certified Languages International

JANUARY 13, 2020

For those of us who live and breathe interpreting services, it can be difficult for us to imagine that there are still a lot of people out there who don’t know a whole lot about what we do. Most people can picture conference interpreters, or in-person interpretation, especially those who interpret for high-profile individuals like presidents or prime ministers, but over-the-phone interpreting?

Healthcare 84

Healthcare Interactive Voice Response Contact Center Call Center 84

Connect

JANUARY 13, 2020

Communications will always be central to business operations with the number of communications channels used by customers and employees continuing to grow. Unifying these channels into a single, capable business communications platform that serves your end-users and your commercial goals equally well is crucial. But many companies are failing to see just how urgent it is to make the shift.

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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

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Nuance

JANUARY 13, 2020

Automatic Speech Recognition (ASR) facilitates humans interacting with machines in the most natural way: by speaking to them. Ideally, we would like to be able to talk with machines without limitation. This implies an ASR system should work well for any user and under any environment. Unfortunately, there are tremendous challenges towards achieving this goal. [.

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Xaqt

JANUARY 13, 2020

The number one cost driver in any call center is labor expense, and its also the one you can best manage and control. Here we'll discuss the two best ways to deploy Contact Center AI to reduce staffing requirements. And for the interactions that do require a call center agent, handle those with as few agents as possible while still providing an exceptional customer experience.

Call Center 52

Call Center Interactive Voice Response Self service Contact Center 52

Etech GS

JANUARY 13, 2020

Most team members appreciate a leader who is committed to helping them grow and achieve their personal and professional goals. A leader who is heavily invested in this mindset, also called a servant leader, helps team members develop & build upon their strengths which in turn will make the team and organization stronger. When your organization experiences a setback or something goes wrong, these leadership skills get put to the test.

Personalization 52

Personalization Management 52

Nuance

JANUARY 13, 2020

Automatic Speech Recognition (ASR) facilitates humans interacting with machines in the most natural way: by speaking to them. Ideally, we would like to be able to talk with machines without limitation. This implies an ASR system should work well for any user and under any environment. Unfortunately, there are tremendous challenges towards achieving this goal. […] The post Making speech recognizers more robust in the wild appeared first on What’s next.

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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.

Customer Experience

NobelBiz

JANUARY 13, 2020

In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states. The post New York Introduces Law Protecting Call Center Jobs appeared first on NobelBiz®.

Call Center 52

Call Center 52

Robert Davis

JANUARY 13, 2020

By Brad Baumunk, President and COO, Robert C. Davis and Associates. Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that. At every level of sports, we see coaches who help the team perform and do what they can.

Coaching 62

Coaching Contact Center Call flow Morale 62

Joe Rawlinson

JANUARY 13, 2020

Many businesses struggle to survive in the retail industry’s competitive market. With over one million retail companies in the United States, business owners have a hard time increasing retail sales. In the past, retailers only had to compete with brick-and-mortar locations in their areas. In contrast, retailers today need to out-do their neighboring stores as well as thousands of ecommerce stores online.

Sales 15

Sales Advertising Banking Personalization 15

Playvox

JANUARY 13, 2020

Sunnyvale, CA - Playvox announced on Monday the acquisition of Trainbox, a learning management software company.

Management 14

Management 14

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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.

Self service