Thu.May 16, 2019

Addressing the Shadow Contact Center(s) in Your Company


As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly.

Self-care in the contact center: A win-win for your team and your business

TELUS International

People and Culture

How to Act on Results from Your Call Center Learning System


Building an amazing customer service team takes time, effort and persistence. Even if you hire the best candidates for each role, you may still struggle to keep your whole team performing to the same high standards, completing processes in the proper way and hitting targets.

Tips and Techniques for Coaching Success

Contact Center Pipeline

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How to Conquer These 5 Retail Contact Center Challenges


The point of signing a contract with an outsourced retail contact center includes providing quality customer service in a secure and profitable way.

More Trending

The Pitfalls of AI Automation in Customer Service and How to Avoid Them


Expecting an AI model to handle specific unique requests and solve complex problems that your customers might experience is simply unrealistic. AI automation has penetrated corporate life in more ways than even the most optimistic proponents dared imagine.

Are You Suffering From a Customer Service Time Crisis?

Toister Performance Solutions

The service manager arrived at the auto repair shop for what promised to be another busy day. He opened up the lobby, booted up his computer, turned on the TV in the waiting room, and started a pot of coffee.

Step-by-Step B2B Tech SEO that Captures your Audience


B2B tech SEO is no easy subject. It’s more specific and therefore, a little trickier than your typical to B2B Search Engine Optimisation. So understanding the finer details of how your business and your buyer’s persona work together can make the difference between success and failure.

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Build a Conference Call with the Nexmo Voice API and ASP.NET Core


This is the sixth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to forward a call via voice proxy with ASP.NET Core. In today’s tutorial, we will learn how to setup a conference call so multiple people can join the same call. Learning objectives.

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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.

Creating Accessible Digital Experiences: Behind the Scenes of Spaulding Rehabilitation Network

Hero Digital

This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering).

Recap: ICMI 2019 Contact Center Expo in Florida


Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies. Chatbot Customer Service Trade Shows

Hungry for Pizza? Deploy the Bots!

Bright Pattern

Whether it’s a slice of cheese, pepperoni, veggie…thin crust or thick, takeout or delivery, it’s hard to say no to pizza. No matter how you slice it, with approximately $2,222 spent per person on pizza annually , it easily holds the crown of the top food for American consumers.

Will Robotic Process Automation Replace Human Workers?


Will Robotic Process Automation Replace Human Workers? 4/25/2019. By Donna Fluss. View this document on the publisher’s website. The bots are marching in, a trend that is going to continue at an increasing pace as the use cases for robotics expand to address opportunities throughout organizations. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees. The all-time-low U.S.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches


Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center.

Prioritizing your Employees: Your Customer Service Agents are Foundational to Your Customer Experience Transformation


Customers have ever-increasing control over their relationship with companies. Companies today work overtime to earn customer satisfaction and long-term loyalty. This means paying extra careful attention to how your company delivers on your customer experience. It’s easier and easier to.

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE Systems

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an indication of whether a company is successfully delivering the experience its customers want and need.

Headed to TAUS, the Language Industry’s Top Conference, Who’s Joining Us?

Language I/O


The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

New Era of Complete Digital Experiences to Expedite the Enterprise Transition to Smart Digital Conversations

NICE Systems

Consumers today expect to interact with companies via a variety of digital channels. In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Unfortunately, a digital divide exists today. While consumers have embraced messaging and a digital first world, companies have failed to deliver. As consumers, we’re very comfortable messaging with friends and families from our always accessible phones.

CX Stories: United Airlines Creates a Better Connection


As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world.

Engineering Smarter Collaboration with Video


The stakes are high in engineering. You are tasked with driving innovation, but designs must also perform flawlessly in the real world. Collaboration is critical to the process.

Warming Up - What is a Warm Transfer in a Call Center?


Calling a contact center can be a source of stress or even disdain for many people. When polled, many people respond that they don’t just dislike contact centers - they genuinely hate having to interact with them.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

May 2019 PSD2 Tracker with

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

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CX Metrics that Matter: Choosing the Right On-demand Customer Care Provider

Working Solutions

From building customer loyalty to ensuring continued growth in a hyper-competitive marketplace, offering the best possible customer experience (CX) isn’t just beneficial—it’s absolutely essential for the long-term success of any business, no matter what industry you serve. Yet if there are a compelling amount of benefits to offering a great CX, there seem to be […]. Customer Experience customer experience

May 2019 PSD2 Tracker with

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

APIs 40

7 things we’re excited to learn about at this year’s #Pulse19


It’s not long now until #Pulse19 and here at inSided we are pretty excited about this year’s edition of the biggest event in Customer Success! We’re really happy to be joining as a sponsor for this event and we’ve got some great happenings lined up … will you be there


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.

Is There Too Much Content? The Importance of CX in Media Streaming


Estimated reading time: 5 minutes. Netflix launched in 1998 as a mail-order DVD service that would have more movies than were available at Blockbuster, and, as a film and TV buff, I subscribed in 1999. Since I was one of the earlier subscribers, I've seen the company transform from DVDs encased in a red envelope being delivered to my door, to a streaming platform.

The Best of Empower 2019


It’s official: Guru’s first ever conference is in the books! Last week we welcomed thought leaders, industry experts, partners, customers, and knowledge seekers to Guru’s hometown of Philadelphia for Empower , our inaugural event focused on empowering our frontline customer-facing teams to deliver world class customer experiences and drive revenue. empower 2019