InTheChat
MARCH 5, 2019
March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to. The post Women who made the modern contact center possible appeared first on InTheChat.
ConvergeOne
MARCH 5, 2019
This blog was co-authored by Windsor Tanner, Vice President Solution Sales, Americas, NICE.
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NICE inContact
MARCH 5, 2019
Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. And their opinions and channel preferences are constantly evolving.
Callminer
MARCH 5, 2019
The CallMiner Customer Experience Solution Pack is designed to harness data, as well as accelerate time to insight with a categorization framework designed around best practices in measuring CX.
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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.
Contact Center Pipeline
MARCH 5, 2019
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our team; Susan, Frank, Mark, Ellen and Sarah for all their hard work in keeping Pipeline fresh and relevant, as well as our writers, sponsors and subscribers! There has been lots of […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
MARCH 5, 2019
Claims processing is a key touchpoint in the customer life cycle, and insurers have only a short window of opportunity to satisfy policyholders. Companies that strategize their efforts to improve insurance claims processing can expect higher levels of operational efficiency. They’ll also improve financial results and serve happier customers. While each claim is different, standardized elements of claims processing can be streamlined with the strategic implementation of new technologies.
Nextiva
MARCH 5, 2019
Brilliant sales contest ideas can motivate your sales team to reach unprecedented heights. Sales competitions tap into core aspects of human psychology, unearthing new levels of drive, focus, and energy in your sales reps. The virtues of healthy competition are well-documented. According to Psychology Today, “good competitiveness is the drive to accomplish a goal, bring […].
ProProfs Blog
MARCH 5, 2019
Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Gathering data from customers helps to improve their service experience as well. On the contrary, employee feedback is often ignored by organizations.
Aspect
MARCH 5, 2019
Cloud technology for implementing and administering workforce management (WFM) technology is becoming increasingly important to businesses that are under pressure to maximise workplace productivity, reduce expenditure and improve their bottom line. In our current economic climate of uncertainty and instability, all processes need to be managed and deployed appropriately, and given the important role WFM plays in ensuring the smooth running of an organisation, it’s paramount that it can function
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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.
Customers That Stick
MARCH 5, 2019
Each year, we see increasingly more retail establishments fail. However, retail is not dying; in fact, it has a bright future. It just looks different than it did five years ago. On a trip to Detroit last week, a friend of mine who lives in the area took me to the original Shinola store. I had only recently become aware of Shinola when I purchased one of their watches via a third party a few months prior.
Taylor Reach Group
MARCH 5, 2019
By Peg Ayers. Congratulations! You’ve made it through year end performance evaluations, survived the challenges of January, and 2019 is starting off well for you! You may be pleased that you don’t have to think about employee reviews again for many months. But spending some time now could simplify the end of the year a great deal. Now is the time to make sure goals are aligned between front-line employees, managers, departments and the company itself.
Nicereply
MARCH 5, 2019
“While things like beach vacations can give us pleasure, things like meaningful work can give us purpose.” We spend a lot of time at work. Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Let’s put that into perspective. The average global life expectancy is 71.5 years. We spend about 26 of those years sleeping , which means we’re awake for roughly 45.5 years, or 390,580 hours.
Sykes
MARCH 5, 2019
HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019. This ranking acknowledges SYKES’ operational excellence as well as a series of recent strategic acquisitions and partnerships that redefine the company as a digital customer experience powerhouse, including be
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!
SharpenCX
MARCH 5, 2019
As I watch the team of construction workers break ground outside my window, I find myself staring at the equipment they’re using and how they use it. Excavators lift mounds of dirt and discard old bricks from the site. But. Read More. The post 5 Ways Customer Experience Tools Help You Deliver Better Service appeared first on Sharpen Contact Center Software.
Noble Systems
MARCH 5, 2019
How many consumers will query the RND database before calling a toll-free or business number? Would you? We have heard of the phrase “technology in search of a problem,” and there is now a corollary version of “regulations in search of a problem.” We have a prime example of this in the regulations recently adopted by the FCC Telephone Consumer Protection Act (“TCPA”).
Customer Experience Matters
MARCH 5, 2019
Last week I spoke at a local CXPA meeting in Boston. We had a great turnout, thanks to the great work of the planning committee and the wonderful space provided by Education First. I led a discussion about the future of CX, which I believe was applicable to all experience management (XM) leaders. One of my key messages was that we need to think of our roles differently as we push our organizations to even higher levels of CX/XM maturity.
NobelBiz
MARCH 5, 2019
Christian Montes | Executive Director of Sales at NobelBiz | Contact Center Technology Company Published on February 27, 2019 Certification and Registration alone is not enough, but it is one important foundational piece. My first article took a deep dive into the call labeling and blocking ecosystem and touched on this first area, Certification and Registration.
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.
Nuance
MARCH 5, 2019
On any given day, the work of a social services caseworker can involve navigating state and federal bureaucracies, interacting with the courts, advocating for services on behalf of clients, to helping families in crisis coordinate access to care across a myriad of private and public sector organizations. This produces an immense amount of information that […] The post Tackling documentation overload in case management appeared first on What’s next.
Totango
MARCH 5, 2019
Imagine you’re a customer. You’re enjoying a product or service and everything’s fine—until it’s not. Suddenly, your fresh food box was delivered containing spoiled meat, or the videos on your streaming service constantly skip. So, you turn to the service provider. What happens next can change the customer’s relationship with that business forever. Naturally, customers want their escalations resolved as quickly as possible.
Genroe
MARCH 5, 2019
Paid Media, Earned Media and Owned media are the three key ways to get marketing messages distributed. We review each of type, their pros and cons. The post The Essential Guide: Paid Media vs Earned and Owned Media appeared first on Genroe.
Nuance
MARCH 5, 2019
“Bionics” describes technology that is inspired by nature – similar to AI, which describes the ability of a computer to act like a human. When talking about bionic agents we don’t mean contact center agents with prosthetic arms that make them type faster, or any other physical modification of the human body. We are talking […] The post Creating a bionic contact center agent 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.
Infinity
MARCH 5, 2019
By 2020, roughly 2.87 billion consumers will own a smartphone 1. That’s the highest rate of technology ownership since the invention of the television. Furthermore, as a result of this proliferation of digital devices and constant streams of communications, people on average spent 24 hours online per week in 2018 2. It is not incomprehensible to expect this number to increase.
Revation Systems
MARCH 5, 2019
Advancements in technology have significantly changed all aspects of the healthcare industry, resulting in higher-quality, more convenient care to patients. From the process of scheduling an appointment with a provider in real-time through text message, to accessing medical records on a secure portal from a mobile device, to remote monitoring symptoms of patients with chronic conditions, technology has reshaped the healthcare experience.
plumvoice
MARCH 5, 2019
When we first created apps for our Fuse+ platform we looked at common use cases across all the different industries that we serve and built apps that cater to those tasks. So, while pretty much any company can use these apps, it might not be immediately obvious how a company in a given industry would. Read More. The post Healthcare Information at Your Fingertips with Fuse+ Apps appeared first on Plum Voice.
Plantronics
MARCH 5, 2019
I look at innovation primarily through the lens of “How does it make people’s lives better?” It’s not about what. It’s about why. Innovation isn’t about what’s under the hood. Let’s face it—people don’t care how many patents you have. People want to know how technology makes their lives better. How am I able to [ ] The post Why the Best Innovation Puts People First appeared first on Poly Blog.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Plantronics
MARCH 5, 2019
I look at innovation primarily through the lens of “How does it make people’s lives better?” It’s not about what. It’s about why. Innovation isn’t about what’s under the hood. Let’s face it—people don’t care how many patents you have. People want to know how technology makes their lives better. How am I able to do something today I couldn’t do a year ago?
Strikedeck
MARCH 5, 2019
Kelechi, CX Analyst for Fidelity in Nigeria, shares what he thinks CSMs can learn from Customer Service best practices.
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