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.

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.

Leadership that Engages in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers.

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.

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.

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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.

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.

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

Battle of the buzzwords: Omnichannel vs. Multichannel infographic

TELUS International

Next-Gen Technology

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.

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.

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.

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.

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. .

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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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.

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!

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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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.

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.

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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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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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

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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Proactively generate more revenue by answering your customer's needs

Spearline

For any successful relationship to work, both sides need to make sure there is some form of connection with each other. Whether it could be similar interests, hobbies, or goals, it always boils down to having strong communication.