Cisco - Contact Center
MARCH 7, 2019
In the words of author and entrepreneur Seth Godin, “It’s easier to love a brand when the brand loves you back.” So how do you love your customer back? Companies that put their customers at the center of everything they do can make transformational changes to their business and their customers’ experience.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view. It isn’t focused on just self-service or just agent engagement because customers no longer need to make a binary decision […].
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Bright Pattern
MARCH 7, 2019
You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?
Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.
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Nicereply
MARCH 7, 2019
“As a community, if we band together, we can achieve almost anything.” With International Women’s Day right around the corner, on March 8th, we figured it was an excellent time to give credit to some of the amazing women in the customer support, success, and experience world. With so many amazing women to choose from, it was pretty difficult, but here’s our list of the top 13 women that made the cut: Kathy Sierra.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
MARCH 7, 2019
Last week, Scottsdale, Arizona was abuzz with more than 1300 B2B marketers eager to get inspired by some of the industry’s best and brightest. This year’s B2B Marketing Exchange did not disappoint! The event featured some great keynotes and workshops spanning topics including, how B2B brands can harness the power of fandoms, how to connect. The post Our Top Takeaways From This Year’s B2B Marketing Exchange appeared first on Influitive.
C Space
MARCH 7, 2019
Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. What if leaders looked at things differently? What if, instead of attempting to paint a pretty picture of their organization, they embraced the good, the bad, and the ugly? Phil Burgess, Chief People & Operations Officer at C Space, explains why you should start saying yes to the mess… Tweet.
Nexmo
MARCH 7, 2019
A general move towards digital technologies has been afoot in the travel industry for some time now; savvy travel companies know customer expectations are higher than ever before, and those who resist digital transformation will find themselves losing out to those who have embraced it. So it’s not unusual today for a traveler to receive […]. The post Digital Travel Companies are Leveraging Contextual Communications to Transform the Customer Experience appeared first on Nexmo.
InTheChat
MARCH 7, 2019
A couple of weeks ago, it was announced that Payless would be filing for creditor protection and filing bankruptcy after they were unable to pay February’s rent on retail locations, and that all 2,500 North American locations would. The post The Payless bankruptcy is a cautionary tale for digital laggards appeared first on InTheChat.
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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
Fonolo
MARCH 7, 2019
Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old.
Toister Performance Solutions
MARCH 7, 2019
Andrew Uber, managing director of Culture Insurance Services , hosted a customer service meetup last month at the company's office just outside of San Diego, California. It was an informal gathering of Customer Service Tip of the Week subscribers. The idea was to meet in person, share some ideas and best practices, and learn something new. Uber gave a presentation about how Culture Insurance Services uses its unique culture to differentiate itself in a crowded market.
kommunicate
MARCH 7, 2019
Did you know that your customers want to have a one-on-one conversation with you? Yes, that’s right. They want to communicate to you directly and seek quick answers to their questions and requests. This is also one of the main reasons why conversational marketing is becoming increasingly popular among online businesses. It’s a feedback-oriented approach to [.].
UJET
MARCH 7, 2019
There are specific terms that are tossed around along with different acronyms in every industry. The faster these terms are understood, the faster new agents, managers and supervisors can respond to requests for information, making reports or planning strategy.
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
MARCH 7, 2019
The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either. All these factors leave this industry with little choice but to explore new avenues of growth. The Solution: Desperate for a solution, some have adopted the idea of shared service models while others are more keen on adopting digital technology and analytics-driven methods
Ameyo
MARCH 7, 2019
A happy customer will become a promoter of your brand. But, only a happy agent can drive contextual conversations to increase customer satisfaction, hence a happy customer. Having said that, we can deduce the worth of investing in your agent’s productivity. Agents are bottlenecked with strict deadlines and have got no time to take […]. The post How CRM Integration Boosts Agent Productivity?
Kristina Evey
MARCH 7, 2019
Shownotes… You can’t be afraid of change in Customer Experience. Change is a prerequisite. This episode discusses the changes you … Read More Episode 41 – Changes to Make and Changes You’ll See in Customer Experience. The post Episode 41 – Changes to Make and Changes You’ll See in Customer Experience appeared first on Kristina Evey.
Kayako
MARCH 7, 2019
When was the last time you contacted customer support of an online business? If you’ve had a customer support interaction recently, did you speak with a real person or a chatbot? Chances are that your request has been handled by a chatbot instead of a person. As an increasing number of online businesses have started getting real value from chat bots, the use of this technology has skyrocketed amongst many companies in recent years.
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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.
Jon Arnold
MARCH 7, 2019
My March Communications and Collaboration Review went out to subscribers on Tuesday, and for everyone else, it recaps a busy February where I travelled to three events, so there were plenty of takeaways. There’s also a preview of what’s coming later this month at Enterprise Connect, along with my latest podcast with Chris Fine. This time around, we explored more future of work themes, based on recent events we have each attended.
Comm100
MARCH 7, 2019
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.
Global Response
MARCH 7, 2019
As production and operations costs flatten, the most effective differentiator in ecommerce retail has quickly become customer service. The demand for a consistent, seamless and branded omni-channel experience is officially the cost more. The post Busting the 3 Biggest Outsourcing Myths About Ecommerce Customer Service appeared first on Global Response.
VHT
MARCH 7, 2019
If you’ve ever threatened to throw your computer out the window because a slow data connection wasn’t loading your “Corgi Plays in the Snow” video fast enough, you know how the efficiency and power of digital networks have changed our standards. We’re used to instant gratification; we no longer put up with slightly delayed gratification. It’s no different in the business world where prospects and customers port their expectations of fast results to purchases and service requests.
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!
Global Response
MARCH 7, 2019
As production and operations costs flatten, the most effective differentiator in ecommerce retail has quickly become customer service. The demand for a consistent, seamless and branded omni-channel experience is officially the cost more. The post Busting the 3 Biggest Outsourcing Myths About Ecommerce Customer Service appeared first on Global Response.
Talkdesk
MARCH 7, 2019
Picture: the office water cooler. The place where you go to catch up with the people who sit on the other side of the office. The urbanized equivalent of a watering hole. Or, at the very least, where you go to fill up your water bottle. At Talkdesk, we understand the importance of this element of office culture and how it affects morale, but also recognize that hectic schedules, remote work and a variety of other factors can limit these interactions.
Rant And Rave
MARCH 7, 2019
Analysts predict the global Customer Experience Management marketplace to explode to a staggering $33bn by 2025. This fills me with supreme confidence, and a huge amount of excitement, as Upland’s Customer Experience Management (CXM) division primes itself to deliver our customers with a significant opportunity to leverage solutions that help them to continue driving loyalty and advocacy from their customer base.
Up Your Service
MARCH 7, 2019
Join me for an intense and uplifting day in Australia, packed with insights and innovations about technology, learning, and careers transformation to make service and society better. You can get all the details online, but let me tell you some of the highlights. Click here to read, share and comment on LinkedIn post. Welcome to Sydney! Huge gathering of customers, partners, developers, and vendors at Salesforce World Tour in Sydney.
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
Comm100
MARCH 7, 2019
Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer service. However, as chatbot technology has advanced and become more nuanced, gaps still remain between the promise of value and its actual delivery. These gaps aren’t caused by bot technology itself, but rather by misplaced expectations of performance or a lack of thorough understanding of the various types of bots available.
ppt solutions
MARCH 7, 2019
TULSA, OKLAHOMA, March 7, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Ted Cart as Principal Consultant. With extensive business operations and contact center architecture experience, Cart brings over twenty-five years of. The post PPT Solutions Bolsters Consulting Team with Addition of Ted Cart appeared first on PPT Solutions.
Spearline
MARCH 7, 2019
There are many factors which can have an impact on audio quality, such as low gain (volume), clipping and audio distortions, but a key contributor to poor quality across the world is transcoding. Transcoding is the compression of audio in order to reduce the bandwidth needed to conduct a call. While transcoding saves on bandwidth it does have an effect on audio quality.
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