Aspect
MAY 3, 2018
Earlier this week, Digiday published an article about Overstock’s customer service, specifically that Overstock’s customer service texts have a 98% open rate. When I first saw the headline, my initial thought was “Wow, that’s impressive.” A near 100% open rate seemed so extreme, especially when you consider that an open rate for email typically hovers around the 20-25% range.
Altitude
MAY 3, 2018
Data protection has always been important. Now it’s becoming urgent. The enforcement of the European General Data Protection Regulation (GDPR) from May, coupled with the continued growth in data breaches is driving the adoption of better data protection technology. Data is the lifeblood of companies: personal data, financial data, intellectual property, all are critical for your organization.
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OctopusTech
MAY 3, 2018
If you consider today’s global economy, outsourcing services from a web development company in India provide a much better alternative when compared to hailing services from the US or other such Western European countries. Just the passion or the expertise with which a dedicated Indian outsourcing company handles web design every day is hard enough to compete.
Beyond Philosophy
MAY 3, 2018
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.
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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.
Callminer
MAY 3, 2018
Managing a large number of complaints or repeat callers, it is costly to businesses in the way of financial resources and agent productivity.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
MAY 3, 2018
“Data” is a word that evokes many different thoughts and emotions from people. Some hear it and assume every answer to their questions will be instantly answered. Others hear the word and shake their heads because sifting through data sounds extremely daunting. No matter what gut reaction you have from the word, data can provide a real value to companies.
Omnicus
MAY 3, 2018
Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers.
Bright Pattern
MAY 3, 2018
In January, Bright Pattern made an exciting announcement, welcoming industry veteran Michael McCloskey to the team. Michael is a highly experienced technology executive with a proven track record of building high-growth technology companies. He was on successful management teams helping lead the Initial Public Offerings (IPOs) at Kana Software, NetApp, and Genesys.
Ameyo
MAY 3, 2018
To help our customers and partners always stay ahead in the CX game, our motto at Ameyo is to improve and update our software constantly. This time around, we would like to share some interesting updates for Ameyo Omnichannel Contact Center Platform that will improve agent performance significantly and take customer engagement to a whole new level. So, without further ado, here are the updates for your reference-.
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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
Toister Performance Solutions
MAY 3, 2018
A customer service leader recently told me about a demotivated employee on her small team. He was the first person scheduled to work most days. By the time he got settled in at his desk and turned the phone system on, he would be crushed by an avalanche of calls. The employee would regularly spend the first hour of his day struggling to keep up with the volume until other coworkers started to arrive.
Taylor Reach Group
MAY 3, 2018
The Strategic Assessment is an essential ‘health check’ of your Contact Center that takes a deep analysis of people, process and technologies and the ‘thousand moving parts’ to establish a prescriptive approach for optimizing operations. The Taylor Reach Group, Inc., will be conducting an in-depth diagnostic of Contact Center operations for their client who operates in the medical imaging industry.
COPC
MAY 3, 2018
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Deb Scholz, human resources coordinator, COPC Inc. What does a multi-billion-dollar enterprise-level company like Amazon have to do with me? Where is the common ground? Experience has taught me that it lies at the intersection of real life and their customer care.
Jon Arnold
MAY 3, 2018
I’ve recently been working with Upstream Works , an up and coming company helping contact centers leverage digital technology and migrate to omnichannel. There is no straight path to follow, and to better help contact centers find their way, I’ve prepared a series of Strategic Insights that can be downloaded from their website. I'll be writing preview posts here on my blog as each Insight is published, and this post serves to support the first one.
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.
Brad Cleveland Blog
MAY 3, 2018
From the video series "Thriving in the New Era of Customer Relationships"
Amity
MAY 3, 2018
To ensure that you continue to drive meaningful experiences through customer interactions, you need to identify the key customer touchpoints that provide the most value for your company. A customer touchpoint is any way that a consumer can interact with a business via company, staff, or product, including but not limited to CSM-customer meetings, 1: many communications, website interactions, and app feature usage.
Zingtree
MAY 3, 2018
Update: Version 12 is now available. Learn more and install it from here. If you’re a Zendesk user in a Contact Center environment, you’ll want to be using our Zendesk Agent Scripting app. This makes it easy to guide, train and onboard agents and is a huge productivity booster for everyone. The Agent Scripting app appears as a button in the right-hand panel: Click Open Script, and you’ll see your decision tree in a pop-over like this: If another agent picks up the ticket, th
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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.
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