Contact Center Pipeline
JUNE 26, 2019
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].
Avaya
JUNE 26, 2019
As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about? What does this “new contact center” look like? Research suggests five essential investments for navigating the contact center of the future: Effortless self-service: Gartner predicts that by 2023, customers will prefer to use speech interfaces to initiate 70% of self-service interact
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Quality Contact Solutions
JUNE 26, 2019
By Daniela McVicker, Guest Blogger. Outbound telemarketing can be a powerful marketing tool if you know how to approach the customers. While speaking directly to clients can help you seal the deal, you first need to know how to keep their attention during the conversation. The goal is to find the balance between coming on too strong and portraying yourself as hesitant and insecure.
ShepHyken
JUNE 26, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.
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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.
PeopleMetrics
JUNE 26, 2019
The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ian Jacobs
JUNE 26, 2019
In this short take, I discuss the lessons learned from evaluating 14 vendors for the Forrester New Wave™: Conversational AI For Customer Service, Q2 2019. Check out the video below. For more insights, Forrester clients can dig into the full evaluative research here. And if you have more questions, reach out via inquiry.
Taylor Reach Group
JUNE 26, 2019
Webinar Contact Center AI and Self Service Colin Taylor. By Colin Taylor. Recently, Taylor Reach CEO and Chief Chaos Officer gave a live webinar for Call Centre Helper on Contact Center AI and Self-Service. Check out the recorded webinar HERE. Follow Taylor Reach and Colin Taylor on Twitter at @Taylor_Reach and @colinsataylor. To find out more about how Taylor Reach can help your company with AI and Self-Service in the call center, CLICK HERE to schedule a free consultation.
TRUSTID
JUNE 26, 2019
Our personal information is valuable to us. It’s the data that uniquely identifies who we are. Collectively, its value should only be if any worth to each person it’s associated with. Unfortunately, in today’s high remote environment, it can be used against us. Once criminals discovered they can use other people’s data to impersonate them online or over the telephone to access their personal and financial accounts, personal information has become a valuable commodity for fraudsters everywhere.
Alorica
JUNE 26, 2019
Global Digital Transformation Provider Wins Big by Enhancing the Customer Experience for the Largest Brands on the Planet IRVINE, Calif. – (June 26, 2019) – Celebrating 20 years in business, Alorica Inc., a global leader in customer experience solutions, was announced winner of the coveted “BPO of the Year” at the 2019 CCW Excellence Awards. This award honors the most innovative contact center.
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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
TLC Associates
JUNE 26, 2019
TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand. CEDAR RAPIDS, IOWA, June 26th, 2019 -– TLC Associates (TLC), one of the fastest growing outsourced contact center companies, is adding over 100 agents between their Las Cruces and Alamogordo call center facilities in New Mexico to further support a major Fortune 100 client.
Talkdesk
JUNE 26, 2019
Today, searching for open roles is simple. A job-seeker can find a list on a company’s website, see posts on social media from individuals at a company who are looking to expand their team, or even use third-party websites to search for jobs based on role, location, and job requirements. In most cases, a job-seeker is able to apply by simply sending in their résumé through the job posting.
Influitive
JUNE 26, 2019
A truth that marketing teams now have to contend with is that consumers simply don’t trust brands anymore. Companies need to adapt accordingly by making sure they’re in touch with what their customers are thinking, feeling, and saying. In light of this shift, we’ve seen new roles pop up throughout organizations that focus on bringing. The post Ask the Experts: 5 Tips for Getting Value From Your Online Community with GE Digital’s Mary-Leslie Davis appeared first on Influitive.
SharpenCX
JUNE 26, 2019
Your contact center is the all-you-can-eat buffet of customer data. It houses all the information you need for a better CX, in one place. From mile-high mountains of interaction data to the delicate insights on how to make their experience. Read More. The post Your Contact Center’s Data Shouldn’t be an Afterthought: How Custom Dashboards Offer Up a Critical View of Your Customer’s Satisfaction while Driving Employee Engagement 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.
NICE inContact
JUNE 26, 2019
The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience.
bold360 Blog
JUNE 26, 2019
In this day and age, consumers expect nothing short of a world-class customer experience — whenever and however they interact with a business. Whether they are walking into your store or browsing your website, the amount of time you have to deliver a positive and impactful experience becomes less and less by the day. The Bold360 team focuses on removing the friction commonly associated with creating a good customer exp erience across their entire lifecycle.
TRUSTID
JUNE 26, 2019
Our personal information is valuable to us. It’s the data that uniquely identifies who we are. Collectively, its value should only be if any worth to each person it’s associated with. Unfortunately, in today’s high remote environment, it can be used against us. Once criminals discovered they can use other people’s data to impersonate them online or over the telephone to access their personal and financial accounts, personal information has become a valuable commodity for fraudsters everywhere.
CallSource Insights
JUNE 26, 2019
Car dealerships cannot ignore the phone. Once you can ensure that employees are picking up the phone every time it rings, you must also ensure that they are delivering a great phone experience to potential car-buyers. Read on for tips to improve your call management process at your dealership. Maximize Your Phone Answering. Do you know how many of your phone calls go unanswered or are mishandled every day?
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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.
pindrop
JUNE 26, 2019
The promise of artificial intelligence is too attractive to ignore. Ideas range from discerning trends we are currently unable to see and optimizing decision making to hundreds of other ways AI could make our lives easier is too tempting to not entertain. Artificial intelligence is capable of solving complex problems from housing to disease – its potential is truly limitless.
ClientSuccess
JUNE 26, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Amplifai Coaching Category
JUNE 26, 2019
ICMI Featured Contributor Article. Despite all our collective emphasis on customer experience, culturally, and via systems that drive more customer intel to Customer Service Reps (CSRs) so they can deliver improved Customer Experience (CX), I'm still having challenges when I contact my own service providers. For example, I'm either explaining something a third time, being told something by one agent and something different by another, or my all-time least favorite, hearing 'I'm sorry for the inc
COPC
JUNE 26, 2019
A business issue involving your call center has been affecting your organization for months. Maybe you have a growing company but lagging sales, increased operational costs or poor customer satisfaction. Despite all your previous efforts, you’ve been unable to uncover the root cause of your issue, and it has now reached a critical stage. Using Lean Six Sigma to improve call center performance is a proven way to determine underlying operational issues and to implement organizational change.
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!
5CA
JUNE 26, 2019
When you work in customer service, one of the scariest things that can happen is having a ticket backlog. Whether it catches you by surprise occurring all at once, or whether it starts to build up; it will always be intimidating when you see a towering ticket backlog. Today, our operational experts here at 5CA put their knowledge to the test and share with you six quick tips to help you manage your ticket backlog.
LiveChat
JUNE 26, 2019
Customer loyalty happens when a customer decides to keep purchasing a product regardless of the various situational factors and canvassing that goes around them. Psychological studies show that brand loyalty is something intrinsic to the nature of the human mind and it exists among customers depending on the experience they garner using various products.
Influitive
JUNE 26, 2019
The post Ask the Experts: 5 Tips for Getting Value From Your Online Community with GE Digital’s Mary-Leslie Davis appeared first on Influitive.
CX Journey
JUNE 26, 2019
Image courtesy of Pixabay CX Journey Inc.'s site is growing up! I'm so excited to have a new site going live this week! I'm sharing this note as a blog post as it will be my last post on what is currently www.cx-journey.com. A couple of things to note: This site will will revert to my previous Blogger URL, cxjourney.blogspot.com. The new site will take over the cx-journey.com URL.
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
EPIC Connections
JUNE 26, 2019
Originally published on LinkedIn by Bill Pieper , President of EPIC Connections. Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because contact centers and call centers are often viewed as cost centers. Company leaders focus on delivering service in the most efficient and cost-effective way, while demanding continuously improving customer experience.
Dialer 360
JUNE 26, 2019
Business phone system may be confusing at times. Usually, there are different features and every phone system. It is offering to call each element by a different name. Usually, the auto attendant also integrated voice response (IVR) and call center features. This is as different and functional but share similarities. With more auto attendant goes by multiple and virtual attendants.
Amplifai Coaching Category
JUNE 26, 2019
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