Tue.Jan 08, 2019

What Is The Importance Of CTI In Contact Centers?

Dialer 360

In this era computer telephony is the use of computers to manage calls. It describes the digital service of call centers. Include those direct to your phone call to the right department. Sometimes this is used to describe the quality to use your personal computer.

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How to tap into the strengths of a culturally diverse customer service team

TELUS International

Discover customer experience (CX) best practices for supporting and encouraging cultural diversity in customer care

How to Improve Call Center Customer Satisfaction (CSAT)

NICE inContact

Call Center Customer Satisfaction (CSAT) is, together with other customer related measurements like Net Promoter Score (NPS) and Customer Effort Score (CES), among the most widely recognized and frequently used KPIs in the call center. What is it, why is it so important and how can you improve CSAT in your call or contact center? Let’s investigate. . CSAT is a measurement that is based on customer feedback.

Amazing Business Radio: Claire Boscq-Scott

ShepHyken

The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to solve customer billing and payment problems with visual engagement

TechSee

Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations.

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The True Cost of Losing a Customer

BlueOcean

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple.

Would You Do That to Your Mother?

Contact Center Pipeline

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother?

3 Obvious and Non Obvious Signs Customer Product Usage is Slipping

ClientSuccess

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company.

Lessons From The Overlook: Customer Service vs Customer Experience

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

4 ways first time buyers want you to market to them

Infinity

In 2018, first-time buyers accounted for more than half of the property market 1. This demographic’s age is largely associated with the magic “M” word to marketers. Millennials have engaged with the world far differently from their counterparts, Baby Boomers and Generation X.

The Top 5 Books We Read About the Future of Work, Hourly Work, American Economy

Branch Mesenger

In 2018, we read a number of books about the world of work. At our Branch HQ in Minneapolis, we’ve created a little library nook where we cycle between titles ranging from startup culture and marketing techniques, to design principles, customer engagement, and customer service.

What’s Trending in Telehealth for 2019

Revation Systems

Technology has impacted numerous industries in the last five years, with the healthcare industry being the topic of much discussion.

The Top 5 Books We Read About the Future of Work, Hourly Work, American Economy

Branch Mesenger

In 2018, we read a number of books about the world of work. At our Branch HQ in Minneapolis, we’ve created a little library nook where we cycle between titles ranging from startup culture and marketing techniques, to design principles, customer engagement, and customer service.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Why is it so hard to make realistic New Years predictions?

InTheChat

As we look forward to the new year ahead of us, it’s only natural that we make predictions about what we expect to see in the next year. The way that we do business continues to change at. The post Why is it so hard to make realistic New Years predictions? appeared first on InTheChat.

Catch Fonolo at Avaya ENGAGE® 2019

Fonolo

Avaya ENGAGE® , hosted by Avaya and the International Avaya Users Group (IAUG) , is the largest gathering of Avaya users and experts under one roof.

Alexa, What is the Future of Paid Voice Search?

Hero Digital

It’s safe to say that voice assistants are no longer just the plot of sci-fi movies. Nearly one in five U.S. adults today claim to have access to a smart speaker, according to research from Voicebot.ai.

5 trends in B2B customer experience management

Lumoa

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations. RSS generated with FetchRss

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

ConvergeOne Thought Leaders Share What You Can Expect at Avaya ENGAGE 2019

ConvergeOne

With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders— who will be presenting at 28 sessions during the event —to get a sense of what we can expect. These are the primary themes that emerged. Avaya Digital Transformation Cloud Customer Experience Security

Digital Transformation for Customer Support Part 2: Optimizing Internal Knowledge Operations

Relay Blog

Welcome to part two of our Digital Transformation for Customer Support series! In case you. The post Digital Transformation for Customer Support Part 2: Optimizing Internal Knowledge Operations appeared first on Relay. Support best practices internal Internal Knowledge Operations KB knowledge

Balancing People and Product for Profitable Growth

Strikedeck

Dave Jackson shares why you need to think about how delivering Customer Success can be built into the product. Customer Success Customers Onboarding saas value realization

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Keys to Driving CSAT in A Digital Environment

LiveVox

In a recent Global Contact Center Survey by Deloitte, 54% of contact center leaders noted that “Feedback will be core to our DNA and is shared widely”. As customer expectations continue to be at an all-time low*, the need for contact centers to understand.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

The Value of Face Time in a Remote Company

Help Scout

Asynchronous communication is a skill that all high-functioning remote companies master over time. Email, chat, comment threads, recorded videos, wiki posts … it’s all in a format that can be consumed, replied to, and revisited on-demand, at your convenience.

How to Beat the Average Churn Rate for Subscription Service Enterprises

Totango

When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your business, and see if you’re meeting your growth goals. And if you’re operating in the highly competitive subscription-based B2B industry, it’s an especially important number.

Customer Service Statistics that Prove You Need to Invest in Customer Happiness

SharpenCX

Happy customers give your business longevity. They boost your reputation and have a lifetime value up to 10 times the amount of a one-time customer. They’re more likely to become repeat purchasers and have the added chance of converting to. Read More.

AI, Hype, and the Future of Humanity

Guru

At the 2018 Business of Software Conference USA I had the privilege of speaking about AI in enterprise software. My goal was to talk about AI in a way that didn't cause people in the audience to roll their eyes, since so many of the conversations around AI tend to be over-hyped. thought leadership

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Applying the 23 MPH Principle

Chip Bell

Walk into the lobby of the five-star Mansion on Turtle Creek hotel in Dallas and the first thing you notice are the extraordinary flowers in the middle of the lobby. They do not look like they came from the local nursery; they look like they came from the jungle. Order a fruit plate at the Hotel Bel-Air in Los Angeles and it might contain something unexpected–passion fruit, heirloom figs, or slices of kumquat.

Blueworx and CallVU Partner to Deliver A Visual and Interactive Approach to Customer Experience

Blueworx

Optimize customer interactions with real-time digital collaboration and visual voice solutions. TEL AVIV, ISRAEL AND LONDON, UK – January 8, 2019 – Blueworx, a provider of Interactive Voice and Customer Experience solutions and […]. The post Blueworx and CallVU Partner to Deliver A Visual and Interactive Approach to Customer Experience appeared first on Blueworx.

Episode 33 – The Compounding Effect of CX Efforts

Kristina Evey

Shownotes: The Compounding Effect of CX Efforts The most important thing in CX? Stick with it Can’t be like a … Read More Episode 33 – The Compounding Effect of CX Efforts. The post Episode 33 – The Compounding Effect of CX Efforts appeared first on Kristina Evey. Shownotes: The Compounding Effect of CX Efforts. * The most important thing in CX? Stick with it. *