Thu.Jul 11, 2019

Memory Cues – Excellent CX Is Useless If No One Remembers It

Beyond Philosophy

When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. .

Turning your contact center into an insight center

Tethr

Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics.

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Contact center safe from fraud? Think again

Eckoh

Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. Put simply, organizations need a new strategy, fast. Card-not-present (CNP) payments attract criminals. And it seems they can't get enough.

These 3 Keys for Getting Library Customers to Use Self-Service Is Going to Change Your Service Model!

Myra Golden Media

One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

Contact Center Pipeline

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.

More Trending

The pros and cons of remote customer support

UJET

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. customer service Customer Support Agent

Modern Leading Morale Steps to Lead Great Customer Service Performance

Kayako

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness?

Understanding the Importance of Customer Retention

Totango

You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity.

Are you still relying on hacked knowledge to identify callers?

TRUSTID

For years, contact centers trusted personally identifiable information (PII) to identify customers over the telephone channel.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Top 10 Best Practices for Achieving Long-Term Success with Gamification – Part 3

Noble Systems

In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification.

Best Practices for Getting Started with Chatbots in Customer Service

Unymira

Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019. Chatbot Customer Service

Understanding the Importance of Customer Retention

Totango

You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity.

Ready to Elevate Your Self-Service? Meet the Coach at ACE 2019!

Aspect

Bill Gates’ first four words during his TED talk: “Everyone needs a coach.” He makes a good point—the characteristic common to high-performing people, whether they are athletes or executives, is the fact that every single one of them has coach. .

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Chief Executive Kim Houlne Advocates On-demand Workers in Contact Center Pipeline Feature Story

Working Solutions

For me, the headline sums it up: “On-demand Is In Demand.” The July cover story by Susan Hash, editor of Contact Center Pipeline, chronicles the increasing power of contract workers in the gig economy, which enables them to ply their skills when and where they please. This freedom and flexibility benefits workers and businesses alike, […]. Call Center Outsourcing on demand contact center news

What is Call Tracking?

Avoxi

Call Tracking, you’ve heard of it and you know many businesses have begun using it, but what is it exactly? What value does it add to your business? If you are wondering whether or not your business should be using this software, don’t worry, you're not alone.

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Who Will Control the Customer Service Messaging Channel?

Fonolo

Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs.

Best Call Center Call Routing Services

Avoxi

Request Demo Talk to an Expert Contact Us With companies receiving high calling volumes, it is important to make sure every customer feels valued. After all, a missed can mean a missed sale! That is where call routing comes in!

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.

3 Practical Ways AI in the Contact Center Gets Real

Comm100

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. If it feels like the mid-90’s all over again to you – when it seemed every conversation was about the World Wide Web and the Information Superhighway (thank you Al Gore) – I get it.

Best Virtual Attendant Software

Avoxi

Request Demo Talk to an Expert Contact Us If you’re looking for the best auto attendant phone systems, look no further. Having a great virtual attendant is very important to a business, as it helps serve your customers effectively and show professionalism when they call your number.

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Working with Predictive Dialer Software with Analytics

ChaseData

In an outbound calling center, time is money. Every call your agents make is one more potential connection and one more possible sale. Every call that can’t be made because of a lack of time is one more loss to your business.

What Was the Buzz at Customer Contact Week Vegas 2019?

Bright Pattern

This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience.

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.

5 Ways Guru Gets Your Sales Team The Exact Content It Needs

Guru

Equipping sales teams with the right content at the right time is a common pain point for product marketing and sales enablement teams. Sales reps are often reliant on content ( sometimes too much so ) to move deals along, but for any number of reasons , they aren’t always able to easily access it when they need it.

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Why You Need to Fire Your Toxic Employee

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Some people suck the air out of the room. George is an example.

VoIP Call Quality Is What You Make It

VirtualPBX

VoIP call quality – one of the highest priorities we have at VirtualPBX – has seen its share of skepticism. People wonder how their calls can be clear when their web traffic speeds fluctuate. Since VoIP uses the internet to complete calls, they assume their calls will also see peaks and valleys.

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Dive Deeper Into Your Call Tracking With LeadScore

CallSource Insights

Do you know which ads are bringing calls to your office? Without attributing calls, you can’t verify which marketing sources are truly working to drive you leads. Call tracking is the first step to attributing which marketing pieces drive calls.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

VoIP Call Quality Is What You Make It

VirtualPBX

VoIP call quality – one of the highest priorities we have at VirtualPBX – has seen its share of skepticism. People wonder how their calls can be clear when their web traffic speeds fluctuate. Since VoIP uses the internet to complete calls, they assume their calls will also see peaks and valleys.

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What You Need to Know About the Rise of AI in Customer Service

TLC Associates

When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride in the personable way an agent facilitated a fix or solution. We strive for personalized interactions that wow customers. Yet customer service, like every business function, is being transformed by automation and artificial intelligence. In fact, Gartner predicts that as many as 85% of customer interactions will happen without a human by 2020.

How to Scientifically Test for Customer Obsession According to Netflix’s Former VP of Product

Influitive

You can claim to be customer obsessed. But can you back it up with numbers? Former Netflix VP of Product Gibson Biddle thinks so, and he has a method for delighting customers in hard-to-copy ways that proves it. In his Advocamp 2018 video session, available with the purchase of an ondemand pass, Gibson shared his. The post How to Scientifically Test for Customer Obsession According to Netflix’s Former VP of Product appeared first on Influitive.