Mon.Sep 16, 2019

Business Text Messaging for More In-Depth Consumer Engagement

Quiq

Share This Story. Business messaging has applications across a wide range of industries for building more in-depth engagement with consumers.

How to Be More Personable with Your Callers

ChaseData

People who are cheerful and sound chipper on the phone are more successful as contact center agents. That’s a fact that is easy to understand. After all, wouldn’t you be happier as a consumer to interact with someone who sounded happy to speak with you?

How to Stay On-Brand for Better CX

Topdown

Customers today have high expectations. Not only do they want high levels of customization, but they also want consistency from the companies they do business with. Customer Experience

Exceed Customer Expectations & Elevate Your Brand – All With an Outsourced Call Center!

TeleDirect

Are you exceeding customer expectations? For many enterprises, keeping clients in focus can get lost in the shuffle, simply given the tremendous commitments required to keep a business afloat, yet along profitable. Think of all the full-time tasks your company is responsible for: Deploy first-rate products and services. Handle customer concerns on a daily basis. Optimize return on investment (ROI) in an increasingly competitive business environment. Reduce expenses. And much more.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

5 Top Customer Service Articles for the Week of September 16, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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How to Measure Customer Centricity the Right Way

C3Centricity

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today.

Startup Life: Accelerate!

NameShouts

Startup life is pictured as immensely demanding. Weekly hours push closer and closer to three digits; emails, papers and tasks amass. The hustle reigns supreme, despite recent pushback against it. So what happens when you introduce acceleration to a startup?

Effects of Servant Leadership on Personal Life of Employees

Etech GS

Servant leadership is buzzing in business circles, and for a good reason, it works. Servant leaders understand the value of focusing on employees and company culture over corporate growth and profit.

What Customer Churn is and How to Calculate it

Lumoa

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period. Feed generated with FetchRSS

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Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Fintech and the Potential of a Cashless Society

Revation Systems

Exchanging money has never been easier than it is today. With payment applications like ApplePay, Venmo and PayPal, the need for carrying cash is increasingly diminishing — and impacting consumer behaviors. In fact, in a survey of over 2,000 Americans, U.S.

How can Customer Service Agents Get the Most Out of Coaching Sessions

PlayVox

As a service agent for any business, you’re responsible for keeping customers happy.

Celebrating CDI superheroes who help make high-quality patient care possible

Nuance

Superheroes, it’s been said, symbolize hope as well as “the power to overcome any adversary.” They do good deeds, sweep in to save people who can’t save themselves, and act courageously in the face of adversity.

Contact Center Leaders, Solutions Experts Discuss How CX-Driven Technology Delivers Value

Serenova

At this year’s Austin Contact Center Alliance ’s Fall Symposium, more than 300 industry leaders and solutions providers discussed what’s working, what’s not and what’s next for their contact centers.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How a Knowledge Management Tool can help your call centre

Livepro

With the complexity of the calls continuing to increase (thanks to self-service reducing the simple ones) the call centre agent is finding it increasingly difficult to adequately support better-informed customers.

6 Proven way to improve sales reps productivity with Cloud telephony

JustCall

Sales has become more flexible and agile than ever because of the heavy competition in almost each and every sector. Moreover, with humans as buyers sales can never be linear. Sales reps have to go for multiple calls and process that are mostly disorganized and not streamlined.

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Helpware Receives Clutch Leader Award for Top IT & Business Services Provider in The Philippines

Helpware

Helpware was again recognized by Clutch , a leading B2B market research firm, for excellence in providing business services. According to the Clutch 2019 report , we are ranked among the top IT and business services providers in The Philippines , a designation that we do not take lightly.

B2B 52

Why You Should Invest in the Best Business Equipment

CSM Magazine

There are many reasons why a business owner needs to invest in high-quality equipment for their company. The most obvious reason is that it can help with productivity and speed up the operation but there is another reason which is often overlooked by business owners.

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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.

Take a moment to celebrate working parents today

Nuance

If social media is any indication, there seems to be a day to celebrate nearly everything. This week’s National Working Parent’s Day, which many observe today, really caught my attention.

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September 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

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Take a moment to celebrate working parents today

Nuance

If social media is any indication, there seems to be a day to celebrate nearly everything. This week’s National Working Parent’s Day, which many observe today, really caught my attention.

52

September 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

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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.

AI IRL Podcast Episode 34: How AI Can Be Used to Drive Customer Conversion

bold360 Blog

?. Subscribe via iTunes , Spotify and more. The world of customer conversion is complex. It has a lot of data inputs, a lot of unknowns. But there’s a lot of interest in using AI to drive customer conversion and there are some really exciting use cases out there.

How was your latest trip?

Nuance

Travelling usually is fun. You get to experience new things and forget about everyday worries for just a little bit. But what if the travel itself becomes the worry?

ChurnZero Selected as Best Tech Startup Finalist in 2019 Timmy Awards

ChurnZero

ChurnZero Selected as Best Tech Startup Finalist in 2019 Timmy Awards. Tech in Motion announces top local tech companies and launches public voting to determine winners. . .

How to Plan an Event That Will Get Attendees Talking

Influitive

Running in-person events—such as user conferences—is a great opportunity to put a face to the customer advocates you engage with digitally on a regular basis. It’s also no secret that conferences deliver immense business value by enabling your passionate customers to connect with one another and share their own best practices, by extension empowering them. The post How to Plan an Event That Will Get Attendees Talking appeared first on Influitive.

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.