Contact Center Pipeline
SEPTEMBER 1, 2021
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement. Our discussions have focused on the value of experiences—how trying new things can […].
ShepHyken
SEPTEMBER 1, 2021
I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .
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Callminer
SEPTEMBER 1, 2021
CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape.
CCNG
SEPTEMBER 1, 2021
By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors. A contact center supervisor is the first leader most new hires will report to, they have the largest number of direct reports and they’re responsible for the employees who interact with the company’s customers. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job.
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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.
SharpenCX
SEPTEMBER 1, 2021
As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for the job (or the person who’ll stick around). When you don’t come to your interviews prepared with at least a few common questions, you can easily set the wrong expectations for your future hire.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
SEPTEMBER 1, 2021
In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. 1. Align Your Brand Values. Visitors want to feel that they’re talking with someone real, even on social media. Your company’s tone should be reflected in your social media messages.
NICE inContact
SEPTEMBER 1, 2021
Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.
Nuance
SEPTEMBER 1, 2021
Speech is the most natural way for us to interact with each other and machines. Automatic Speech Recognition (ASR) technology transforms spoken words into text and is a critical component powering many conversational AI solutions. Examples include Dragon Ambient eXperience (DAX), which has redefined the way doctors interact with patients allowing them to focus on [.
Playvox
SEPTEMBER 1, 2021
Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Businesses need to be proactive rather than reactive and provide customers better options to connect and engage via customer service channels.
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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
Jon Arnold
SEPTEMBER 1, 2021
Got a bit more into the writing groove last month, and the highlights are summarized here. Bigger picture family issues have limited my availability to work the past three months, but most of that has finally passed, and my output will soon get back to where it usually is. Speech Tech Update: The New Voice Technologies , No Jitter, Aug. 24 3 Ways UCaaS Supports Hybrid Work from Home , TechTarget, Aug. 23 How to Use UCaaS to Fuel Hybrid Workplace Strategy , TechTarget, Aug. 17 Taking Teams Deploy
Playvox
SEPTEMBER 1, 2021
Focused on serving the needs of customers, helping them solve problems, teaching them how to use products, and answering their questions, customer service agents are central to business growth and effective operations. The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Businesses need to be proactive rather than reactive and provide customers better options to connect and engage via customer service channels.
Calltools
SEPTEMBER 1, 2021
Call centers have several different Key Performance Indicators (KPIs). Average call handle time (ACHT) is one of the most important KPIs your company will use. This determines how efficiently your agents respond to inquiries. It describes the amount of time it takes for an agent to work with a customer. Your call center should strive for reduced total call handle times.
LiveVox
SEPTEMBER 1, 2021
In their article “Craft a Chatbot Initiative Based on Your Business Requirements and Solution Complexity,” industry analysts Gartner™ present a few ways enterprise leaders can craft a unified chatbot strategy that meets multiple business requirements without adding more complexity to service workflows. The special report, which is available in full here and summarized below, offers […].
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.
Working Solutions
SEPTEMBER 1, 2021
The takeaway—the take-your-breath-away—of the recent Stand Up To Cancer® (SU2C) fundraiser comes down to this: Every call matters. Ask any Working Solutions agent or employee who answered those calls, stayed on the line, sometimes just to listen, keeping their own emotions in check. For many, SU2C is a lifeline. More than 425 agents and employees […].
Babelforce
SEPTEMBER 1, 2021
In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI? What is conversational AI? Conversational AI is a broad term for a group of technologies which use speech as their main input and / or output. In simple terms, conversational AI tech generally includes any system you can talk to and which can talk back.
Infinity
SEPTEMBER 1, 2021
Recent figures suggest that we’re finally emerging from the worst period for new car sales in living memory. According to the Society of Motor Manufacturers and Traders (SMMT), demand for new cars grew 28% in June 2021. This will be welcome news to dealerships, which spent much of 2020 closed to customers. Pre-pandemic they were already facing multiple pressures, from disruptive online automotive retailers entering the market, to semiconductor shortages holding up the supply chain – so this reco
Babelforce
SEPTEMBER 1, 2021
In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI? What is conversational AI? Conversational AI is a broad term for a group of technologies which use speech as their main input and / or output. In simple terms, conversational AI tech generally includes any system you can talk to and which can talk back.
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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.
Working Solutions
SEPTEMBER 1, 2021
The takeaway—the take-your-breath-away—of the recent Stand Up To Cancer® (SU2C) fundraiser comes down to this: Every call matters. Ask any Working Solutions agent or employee who answered those calls, stayed on the line, sometimes just to listen, keeping their own emotions in check. For many, SU2C is a lifeline. More than 425 agents and employees […].
CSM Magazine
SEPTEMBER 1, 2021
Top corporate gifting company Appreciate Business Services has launched the ‘Big Thank You’ – a dedicated campaign to get UK businesses and organisations saying thanks to hard-working staff and colleagues. As an incentive, throughout September 2021 anyone placing a corporate order of gift cards or vouchers with Appreciate, the home of Love2shop corporate rewards, will be automatically entered into a weekly prize draw to win £1000 in Love2shop products.
Edify
SEPTEMBER 1, 2021
Contact: Liz Cahill for Edify Labs.
SmartKarrot
SEPTEMBER 1, 2021
Role: Associate Director, Customer Success Location: London, England, United Kingdom Organization: Labcorp Drug Development As an Associate Director of Customer Success, you will develop and deploy a compelling vision and strategy for customer experience across the Clinical Trial Testing Solutions (CTTS) division. Leverage customer insights and research to measure performance and prioritize customer-focused actions across the organization.
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!
Uniphore
SEPTEMBER 1, 2021
WE'RE HIRING. PROJECT MANAGER. Project Manager. The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast,
SmartKarrot
SEPTEMBER 1, 2021
If you are looking for some of the simplest ways to start your route towards digital transformation, then you must say hello to DAP, or Digital Adoption Platform. The second you have your hands on the best digital adoption platforms, you are all set to change the dynamics of enterprises altogether. According to a report by Apty , more than 26% of top-level executives say digital transformation will be the survival factor in the upcoming years.
Inbenta
SEPTEMBER 1, 2021
Content: The current state of customer support quality. What is conversational support? Top 4 conversational support tips to increase customer loyalty. Most-performing conversational AI platform . If your company handles support requests, there has surely been a moment when either you or one of your colleagues have thought: ‘What if we offered support through a real-time messaging channel?’.
Education Services Group
SEPTEMBER 1, 2021
As Customer Success professionals, we are often considered the “trusted advisors” to our customers. We are the face of the company to the customer and the face of the customer to our internal teams. We hold in high prestige the role of being the “go-to” for all things post-sale so we can maintain the relationship we’ve built since the customer’s onboarding, but what happens when you don’t “own” the whole relationship in reality?
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
Infinity
SEPTEMBER 1, 2021
For many years, marketers have dreamed of being able to increase customer conversions without spending more money, and sales teams have agonised over how to turn unhappy customers into blissful spenders. Luckily, there are ways to turn that dream into a reality. Conversion rate optimisation, also known as CRO, is the secret weapon to delivering better results.
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