Contact Center Pipeline
FEBRUARY 7, 2018
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center. For the purpose of this […].
ShepHyken
FEBRUARY 7, 2018
It drives me a little crazy when I receive an advertisement in the mail from my cable TV or phone company offering me an incentive to sign up with them. First, I’m already a customer and can’t understand why they can’t figure that out. Second, why is the price they are offering a new customer lower than what I’m currently paying? This concept, offering a new customer a better deal than an existing customer, is nothing new.
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Callminer
FEBRUARY 7, 2018
Read the Santander Case Study, see how they leverage the CallMiner Eureka platform to stay compliant while maximizing revenue.
Call Center Weekly
FEBRUARY 7, 2018
How does inclusion in the contact center improve customer service? I love this question, not just because it's something near and dear to me, but because diversity and inclusion in the contact center genuinely makes a positive difference. Let's break it down a bit: chances are you have a diverse customer base. If you're a global company, or doing business predominately online, you definitely have customer diversity and you probably don't even know the breakdown.
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.
Influitive
FEBRUARY 7, 2018
As an Advocate Marketing Manager at Cisco, I’m always striving to make our customers happier and more successful. We’re very lucky to have established a large, global community of Cisco certified professionals who are passionate about our products and lifelong learning since we launched our training and certifications program in 1993. For example, our.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
FEBRUARY 7, 2018
The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first. According to Accenture’s just-released Digital Consumer Survey , sales of home-based intelligent assistants such as Amazon Echo of Google Home grew more than 50% in every one of the 21 different countries the company surveyed.
Mindtouch
FEBRUARY 7, 2018
Whether you’re playing in the B2B or B2C leagues, self-service—useful content about your product or service contained in a branded knowledge base —is the name of the game. It’s how customers prefer to troubleshoot issues syncing their fitness tracker with your app, for example. And it helps global businesses scale smartly via a knowledge-centered model of customer support.
Fonolo
FEBRUARY 7, 2018
Last week was a big one for Avaya as they held their first customer conference since emerging from bankruptcy at the end of last year. The newly public company ( NYSE:AVYA ) was eager to show strength and forward momentum. By all indications, they stepped up to the plate and convinced analysts and partners that they are on track for success. On day one, they blasted out of the gate with a major announcement: the acquisition of Spoken.
GetFeedback
FEBRUARY 7, 2018
How do you measure support quality? When we realized our Customer Satisfaction (CSAT) was inflated, we tried a new tactic: focusing on customer effort.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Eptica
FEBRUARY 7, 2018
Date: Wednesday, February 7, 2018 The 6 key challenges to successful self-service – and how to overcome them. Published on: February 07, 2018. Author: Sylvain Maugard Today’s connected consumers have high expectations of the brands they deal with. In particular they want them to value their time – and that means providing fast access to information, through their channel of choice.
OctopusTech
FEBRUARY 7, 2018
CX or customer experience is the major deciding factor determining the future of any organization. Providing a quality customer service is vital to the growth of the company. One cannot hope to succeed without involving a loyal customer fan base. Most businesses understand this and have started to build their CX strategies focussing entirely on the customers.
DMG Consulting
FEBRUARY 7, 2018
Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.
CX Journey
FEBRUARY 7, 2018
Image courtesy of Pixabay Is your company culture best described as a culture of excuses? If so, then you need to think about why that's happening. Why are people making excuses? Why do they feel they need to? Why is that OK? And then consider making "no excuses" one of your core values. Seriously. Have you ever had a conversation with one of your employees or a colleague about some topic - be it customer experience, employee experience, strategy, or the business in general - a topic, perhaps, w
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
DMG Consulting
FEBRUARY 7, 2018
Question: We are adding speech, text and desktop analytics solutions in our contact center. How. do we minimize the perception of “big brother”? Answer: Helping agents understand how contact center analytics can contribute to their success is key. Lack of communication with agents c an lead them to believe that these applications are being add ed to catch them doing something wrong.
5CA
FEBRUARY 7, 2018
If your company is obtaining and/or storing data from clients who are residing in the EU – no matter whether this processing is done within the EU or outside – it will be affected by the provisions of the General Data Protection Regulation (GDPR). So what is the GDPR and how will your business be affected?
DMG Consulting
FEBRUARY 7, 2018
2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. The results of DMG’s annual survey reflect enterprise priorities and investment direction. This information is helpful for companies because it indicates where their competitors are focusing their spending.
Jon Arnold
FEBRUARY 7, 2018
That's the title of the first panel I'll be moderating a week from now at TMC's ITExpo in Fort Lauderdale. All told, I'm moderating three sessions, and there's more detail here in a recent post on my blog. Joining me on the chatbot session will be David Lee of RingCentral , and Akshay Sharma from neXt Curve , and we're hoping to add another speaker shortly.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
CSM Magazine
FEBRUARY 7, 2018
Aspect Software’s Consumer Experience Index Survey shows self-service and AI are redefining how consumers view customer service. Customer service is in decline – at least traditional customer service as we know it is. The number of people who contacted customer service over the phone declined 10 percent in the last two years and contact with customer service overall has dropped seven percent over the same period according to the latest findings from the Aspect Consumer Experience Index.
Brad Cleveland Blog
FEBRUARY 7, 2018
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service™ Newsletter that I published a while ago: The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink.
Verint
FEBRUARY 7, 2018
Maybe you haven’t thought about this yet, but are you aware that contact centers are now using automation to modernize quality management? Automated Quality Management automates scoring of up to 100 percent of agent calls, ensuring modern, employee-empowering and cost-effective quality management. If that sounds too good to be true, keep reading. Automation capabilities can actually empower employees and make their lives—and those of your customers—even better.
Brad Cleveland Blog
FEBRUARY 7, 2018
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s … Continue reading → The post Hiring for Service: It’s Time for a Rethink appeared first on Brad Cleveland.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Kayako
FEBRUARY 7, 2018
Support reps get tons of training from the moment they start their job—whether it’s on products, new feature launches, or soft skills like communication. This is great. Training gives new hires a solid baseline to start their jobs and do them well. While training is vital, it isn’t enough to help employees grow professionally at your company or in their careers.
Brad Cleveland Blog
FEBRUARY 7, 2018
In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink.
Comm100
FEBRUARY 7, 2018
Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when evaluating different providers to help you stay on track. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.
iCiDIGITAL
FEBRUARY 7, 2018
The terms “experience-led” and “experience-first” are buzzwords to describe businesses that put their digital users’ needs and wants first, ahead of other company goals. More businesses are becoming cognizant of what it means to prioritize the user experience and carry it across all of their digital channels. In digital marketing, “experience-first” has become an entire philosophy that businesses are embracing and using to build websites that are intuitive, easy to navigate, and responsive to th
Advertiser: ZoomInfo
In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.
Comm100
FEBRUARY 7, 2018
Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service team. However, a poorly designed knowledge base can cause more problems than it solves, by tying your team up in pages that are difficult to read, or a navigation system that’s time-consuming to use. Designing a knowledge base is no easy task, but with the right guidance and by asking the right questions, you can create informative articles that customers will benefit
Mindtouch
FEBRUARY 7, 2018
Your help content is one of the most valuable things you have to offer your customers. It can make the customer support experience more efficient, enable customer self-service , and even build brand awareness. Unfortunately, many organizations treat help content as a bare necessity. We’d like to offer a rather different view—what we call “the iceberg theory of help content.” It’s based on a theory originally popularized by Ernest Hemingway.
Comm100
FEBRUARY 7, 2018
It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. At first you feel satisfied, confident in your investment. But as it turns out, the road to success isn’t without setbacks: Despite everything that this software provider promised, you begin to come across some unspoken — and unexpected — downfalls.
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