Enghouse Interactive
MAY 21, 2019
Enghouse Interactive Educates – #2 in a series. Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.
NICE inContact
MAY 21, 2019
Have you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do! Classic Trap. Like lots of fellow foodies, I sometimes have found myself nearly falling into the classic trap of the buffet: Noshing every single dish — you know, like you’re suddenly on some
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Nicereply
MAY 21, 2019
In support conversations, it’s extremely important to get to the heart of the matter as quickly as possible. Robert Mckee’s 10 Commandments of Storytelling (some also attribute this list to William Goldman ) for screenwriting can help us have better support conversations. Whether it’s over the phone, through email, live chat, or in person, we can use the commandments of storytelling to communicate more effectively and engage our audience.
Spearline
MAY 21, 2019
Why latency matters for business VoIP calls? Could latency be costing your business losses in revenue? 10 years ago, Amazon found that every 100ms of latency cost them 1% in sales. (Source: Gigaspaces.com ). Latency is a well-known cause of poor quality VoIP calls. As VoIP calls are real-time, even the slightest delay is noticeable. Persistent high latency can slow down conversations and lead to the dreaded 'talk over’ effect where one speaker interrupts the other unknowingly.
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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.
ShepHyken
MAY 21, 2019
Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
MAY 21, 2019
The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept completely confidential. The “holy trinity” […] The post AIC: 3 Critical Factors in Contact Center Network Design appeared first on Transparent BPO.
Totango
MAY 21, 2019
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.
Voiance
MAY 21, 2019
What does it take to be a great interpreter? According to the US Census Bureau , nearly 31 million US residents speak both English and another language "very well" - that's roughly 10% of the population. But being bilingual - impressive as it is - is just the beginning.
Etech GS
MAY 21, 2019
Employee empowerment has many benefits. Empowered employees tend to be more committed to the company, which translates into lower turnover rates, improved processes, and greater customer satisfaction. Customer success is directly impacted by how connected employees are to the vision and believe their strengths and contributions are being utilized. While employee engagement is on the rise in the U.S., there is always room for improvement.
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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
Jive
MAY 21, 2019
Hosted VoIP is known for its ability to level the playing field for companies. Gone are the days when small startups had to rely on a manual team to man their desks and manage their calls. With a Hosted VoIP platform, they can exude the same sense of professionalism as a major blue chip corporation and be available to customers 24/7. . Among the more popular features of Hosted VoIP are the auto attendants.
Toister Performance Solutions
MAY 21, 2019
The customer service email was so lame. The email rambled on with more blah, blah, blah and then closed with this: The most obvious problem was the rep, Gary, forgot to insert his name in the appropriate fields, which were aptly labeled "empty." But there were bigger issues as well: Gary misdiagnosed the issue—it was their mistake, not a request from me.
Fonolo
MAY 21, 2019
If your feet are firmly planted in the customer service and experience industries, you’re probably as excited as we are about next month. Fonolo is pleased to announce that we’ll be making our triumphant return to Customer Contact Week (CCW), held this year from June 24-28 th at The Mirage Hotel in Las Vegas, Nevada. Now in its 20 th (yes, 20 th !) year, the conference, considered the #1 event in the industry, is synonymous with education and inspiration in the customer service ecology.
Alorica
MAY 21, 2019
Senior Executive’s Technology Commercialization Expertise to Bring Next Generation of Product and Service Portfolio to Market IRVINE, Calif. – (May 21, 2019) – Celebrating 20 years in business, Alorica Inc., a global leader in customer experience solutions, today announced the addition of Colson Hillier to its executive leadership team as Chief Marketing Officer (CMO).
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.
ConvergeOne
MAY 21, 2019
This blog is kicking off a series on a topic that many of you likely think about quite often: Why is it so hard to protect your organization’s information? This is a fair question, and one I’ve thought about often. To understand the answer, we’ll need to peel back a few layers and understand the root challenge.
Global Response
MAY 21, 2019
New call center client is a top tourist destination; runs train excursions Global Response, The Brand Call Centers, announced the signing of its new client, Strasburg Rail Road, a top tourist destination more. The post Global Response Welcomes Strasburg Rail Road appeared first on Global Response.
Strikedeck
MAY 21, 2019
Sam shares how he optimizes web experiences to benefit the end customer's experience.
Hero Digital
MAY 21, 2019
Imagine a world without keyword targeting, where the ad platform determines the right content for the right user intent based on context clues of touchpoints across the internet. As we saw at Google Marketing Live last week in San Francisco, that future is closer than we may think. From disrupting the linear TV buying industry to machine learning that can edit your videos on the spot, it’s apparent that Google is paving the way into the future with automation as the motor.
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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.
Customercount
MAY 21, 2019
A resident of Puerto Rico, Carlos Marchi was once a client of CustomerCount. He has decades of experience with call centers, customer engagement and marketing. Moreover, he has an in-depth knowledge and appreciation of the value of the CustomerCount online survey system’s multi-language feedback system. Continue reading → The post WRAP Spotlight on Carlos Marchi appeared first on CustomerCount.
ChaseData
MAY 21, 2019
It’s no secret that working in a contact center can be a very stressful job. From difficult consumers to heavy workloads, stress is one of the top reasons for employee burnout and eventual turnover in the call center industry. How can you reduce call center stress in your facility? Here, we’ll share a few ways to minimize the impact of stress on your center’s employees and maximize productivity - as well as a few high-tech tips and tricks to make it even easier!
Nuance
MAY 21, 2019
The results of a national survey of financial services professionals find that financial advisors continue to seek automated tools to help meet documentation, compliance, and client service goals. The survey findings, which are not surprising to us, indicate that as advisors continue to be burdened with administrative duties, like heavy documentation, they want better tools […] The post Survey finds financial advisors want automated tools appeared first on What’s next.
ForeSee
MAY 21, 2019
We’re so pleased to share a new report published by Forrester: The Forrester Wave™: Digital Voice-Of-The-Customer Specialist Platforms, Q2 2019. It’s the first-ever Wave on this category, and in our.
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!
Ameyo
MAY 21, 2019
The banking and financial sector has undergone some major changes in the last decade or so. With the customers becoming more informed and tech-savvy, their expectations have also risen. Customers today do not like to visit the physical bank, they would rather go on the web to perform the banking functions. Even the handful of … The Digital Future of BFSI – Ameyo at ET CXO Conclave’19 Read More » The post The Digital Future of BFSI – Ameyo at ET CXO Conclave’19 appeared fir
Playvox
MAY 21, 2019
Running a business process outsourcing (BPO) company means your team constantly works on behalf of other enterprises, handling their accounting, payroll, HR, customer service and other tasks that don’t necessarily need to be done in-house. But working with multiple businesses and taking over key processes carries a lot of responsibility: clients place a great deal of trust in your team.
Squelch
MAY 21, 2019
Earlier this month, the Squelch team journeyed to San Diego as a proud sponsor of the 2019 Technology & Services World (TSW) conference. The annual event, hosted by the Technology Services Industry Association (TSIA) on May 6th-8th, brought together thousands of technology and services company leaders to discuss strategies and solutions for meeting rising customer expectations.
FluentStream
MAY 21, 2019
As your business grows, communicating quickly and efficiently becomes both more important and more difficult. The whole point of a Unified Communications (UC) system is to alleviate those difficulties, but how effective are they really? Before we dive in, let’s. Read More.
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
Whitepages Pro
MAY 21, 2019
Sift , the leader in Digital Trust & Safety, and Whitepages Pro , the leader in global identity verification, both MRC award winners, today announced a partnership to bolster the efficiency of fraud and risk analysts. Whitepages Pro is Sift’s first partner integration across their platform, and allows fraud analysts can make faster, more accurate decisions.
Help Scout
MAY 21, 2019
Understanding is often based on perspective. You know your company offers customers unique, valuable, and special services or products because you’re on the inside. The question you need to ask yourself is: Do potential customers know what I know? If the answer is no, don’t worry. That’s why we need value propositions. They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them.
Whitepages Pro
MAY 21, 2019
Sift , the leader in Digital Trust & Safety, and Whitepages Pro , the leader in global identity verification, both MRC award winners, today announced a partnership to bolster the efficiency of fraud and risk analysts. Whitepages Pro is Sift’s first partner integration across their platform, and allows fraud analysts can make faster, more accurate decisions.
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