Contact Center Pipeline
JANUARY 22, 2019
I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues. Perhaps you, too, have experienced the notion that “the ball is in your court.” Apparently this expression’s origin can be traced to sports. I must confess that, for some reason, I […].
Fonolo
JANUARY 22, 2019
“We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. In fact, according to Forrester , today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.
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TELUS International
JANUARY 22, 2019
Discover six ways to optimize data in the contact center—and avoid information overload.
Toister Performance Solutions
JANUARY 22, 2019
It's never fun to receive a one-star review. No business leader likes to see an angry customer posting in public. That one-star review can harm your company's reputation and might discourage new customers. But the reviews you should be really concerned about are the two-stars. In this short post, I'll attempt to explain why. Let's start with something a bit counterintuitive: a few negative reviews can help your business.
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ShepHyken
JANUARY 22, 2019
The Habit of Service Consciousness. Pulling Yourself and Your Company Toward Success. Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue… He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Alorica
JANUARY 22, 2019
Way back in 1999 when collective fear of the Y2K bug was building to a crescendo, tech entrepreneur Andy Lee’s intuition guided him to start a company focused on transforming the customer service industry, and Alorica was born. Fortunately, the Y2K hysteria quickly dissolved, while Andy’s dream to build an innovative customer experience provider grew and flourished—and this June, Aloricans across.
Envision
JANUARY 22, 2019
I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line.
Working Solutions
JANUARY 22, 2019
Each year, achieving superior customer care becomes a bit more challenging for businesses. Here’s a look at what to expect in 2019 customer service trends. The 7 Top Customer Service Trends for 2019 1. Speed will be king. Every year, customers become more and more comfortable not only with shopping online, but also doing pretty […]. The post 2019 Customer Service Trends: What to Expect in the Year Ahead appeared first on Working Solutions.
SharpenCX
JANUARY 22, 2019
Your agents power the ebbs and flows of your customers’ journey. Turns out, the better the tools and the training you offer up to your agents, the more satisfied your customers are. And for your company, more satisfied customers mean. Read More. The post 6 Customer Experience Tools & Techniques You Need to Know to Save At-Risk Customers appeared first on Sharpen Contact Center Software.
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.
OctopusTech
JANUARY 22, 2019
Do you have a sales team that is tasked with creating leads and closing contracts? If this is so, then what are your current strategies? Do you have one for increasing your web presence to help boost sales through your website? Or one to re-engage leads by sending out email drip campaigns? No wonder these are some of the most amazing techniques that can help generate new business for you.
Customers That Stick
JANUARY 22, 2019
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NICE inContact
JANUARY 22, 2019
There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management. There is an ocean of KPIs to help measure contact center performance.
SharpenCX
JANUARY 22, 2019
Your agents power the ebbs and flows of your customers’ journey. Turns out, the better the tools and the training you offer up to your agents, the more satisfied your customers are. And for your company, more satisfied customers mean. Read More. The post 6 Customer Experience Tools & Techniques You Need to Know to Save At-Risk Customers appeared first on Sharpen Contact Center Software.
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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.
Sabio
JANUARY 22, 2019
Last week Forrester Research’s lead contact centre analyst found herself on hold for 30 minutes waiting for a Bank of America agent to help. She turned to Twitter to highlight the bank’s horrible IVR app, lack of a callback facility, absence of a queue time indicator and the same continuous hold message.
Chip Bell
JANUARY 22, 2019
Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”. In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter.
teleopti
JANUARY 22, 2019
According to Patrik Vesterberg at Teleopti, tried and tested isn’t always best. Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions. Change comes in many forms, new people, new ways of doing things and new technology, in fact, anything that threatens the status quo, and it can strike fear into the bravest of souls.
BetterXperience
JANUARY 22, 2019
There is a reason every talking head keeps using the same 6 or so examples of great customer service companies? The thing is they all have the same underlying ingridient in their company DNA, what if you don’t work for a company with any of that DNA?
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!
Kristina Evey
JANUARY 22, 2019
Shownotes : Plan Your Customer Onboarding – Leave Nothing to Chance The way you onboard your new customers sets the … Read More Episode 35 – Tips to Successfully Onboard Your Customers. The post Episode 35 – Tips to Successfully Onboard Your Customers appeared first on Kristina Evey.
Talkdesk
JANUARY 22, 2019
2018 was a big year for Talkdesk, and so far, the new year promises to be even better. 2019 has brought news that Talkdesk is a finalist in the 2019 Stevie® Awards for Sales & Customer Service in the Innovation in Customer Service – Computer Industries category. We are honored to be included among so many other nominations (more than 2,700!
Jon Arnold
JANUARY 22, 2019
Time for another shout-out for the Future of Work Expo , starting next Wednesday in Fort Lauderdale. It’s the first iteration of this event, for which I’m the co-chair, and we’ve got a great program ready to go. The event is under the bigger tent of TMCnet’s ITExpo , which is celebrating its 20th year - that’s pretty impressive. I’ve been providing updates here and on social media, and if you' haven’t seen the Agenda page yet for the program, here it is.
ConvergeOne
JANUARY 22, 2019
Hyper-converged infrastructure is one of the fastest-growing trends taking over data centers today. Many organizations have either already moved or heavily considering moving to this architecture. So, what’s the big deal about hyper-converged infrastructure? Let’s begin with an explanation of the traditional data center design and what differentiates hyper-converged infrastructure from it.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Infinity
JANUARY 22, 2019
Customer obsession is defined, simply, by being obsessed with customers’ experience with your brand. Not to be confused with the other obsession of turning up outside their house, screaming through their letterbox kind of obsessed. “ By 2020, the overall customer experience will overtake price and product as the key brand differentiator. ”. Daniel Newman | Contributor, Forbes.
Nuance
JANUARY 22, 2019
Credibility and trust are instrumental in ensuring consumer loyalty. A customer who believes you and trusts you, works for you. They champion your brand and products and bring other folks with them. For a voice-enabled application this puts a lot of pressure on the virtual assistant’s persona, how they sound and what they say. As […] The post Building trust with a virtual assistant voice appeared first on What’s next.
Bright Pattern
JANUARY 22, 2019
So, what’s the secret to delivering exceptional live chat support? Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017.
Nuance
JANUARY 22, 2019
Incident reporting is important in police work and helps keep investigations and cases moving along, but it can also be time-consuming. In fact, close to fifty percent of an officer’s day can be spent typing up reports or entering data into computer-aided dispatch (CAD) and records management systems (RMS), according to a recent survey. Heavy […] The post 3 ways speech recognition helps in police incident reporting appeared first on What’s next.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Playvox
JANUARY 22, 2019
Your contact center depends on building long lasting relationships with loyal customers, earning their trust and ultimately delivering industry-leading service. After all, 64 percent of consumers believe a quality. experience matters more than price. But how do you know if you’re actually doing all you can to forge such lasting bonds?
Eckoh
JANUARY 22, 2019
At Eckoh we speak to hundreds of customers and suppliers in the secure payment industry. As a result, we come across a number of misbeliefs surrounding compliance to PA and PCI Data Security Standards (DSS). First let’s spell out what these standards both mean…. PCI Data Security Standard (PCI DSS). If you are a merchant or service provider that accepts or processes payment cards, then PCI DSS applies to you.
Spearline
JANUARY 22, 2019
The clock is counting down on the use of legacy global telephony infrastructure and according to research , 60% of businesses have switched to VoIP, or are planning to do so. Many people, like myself, have been using VoIP for years without realizing - take Skype & Webex as an example. Even teenagers (my own included) use VoIP to play Fortnite which I learned recently is powered by Vivox.
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