Contact Center Pipeline
APRIL 17, 2019
Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. But one of the most critical components are the contact center agents themselves.
Playvox
APRIL 17, 2019
Working as an agent in a call center or customer service department carries more responsibility than you may realize. Your employers depend on you to deliver a quality consumer experience with each interaction, resolving problems, offering advice and answering questions to the high standard buyers expect.
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Ian Jacobs
APRIL 17, 2019
Customer service organizations have been looking for ways to cut costs for decades. Now that chatbot mania has taken over, many are jumping on the bandwagon and attempting to replace their human agents with chatbots. In theory, that makes sense – a chatbot costs less than a human over time, and most customer service organizations […].
ShepHyken
APRIL 17, 2019
Last summer I played golf with a friend. At the end of the game, he had blisters. He didn’t play very often, and the golf clubs rubbed his skin raw. My hands were just fine. I’m fortunate to play several times a month and over time I’ve built up calluses that prevent those nasty blisters. It’s simple. The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain.
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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
APRIL 17, 2019
Here are a few “do’s and don’ts” to consider from CCW interview when integrating a customer engagement analytics platform to improve your business strategy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 17, 2019
It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. research firm that surveys 20 million global travelers yearly. Another fun fact: Air Canada is the only four-star-rated international carrier in North America. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.
TRUSTID
APRIL 17, 2019
We talk a lot about the importance of customer satisfaction, and how it directly impacts our business success and annual profits. While there are various tools and emerging technology that can help improve the customer experience, the one thing you have complete control of in the contact center is how you talk to your customers. The recent article, “Why Conversations Are Key To Successfully Managing A Contact Center,” discusses the components that make happy customers, one of which is keeping yo
C3Centricity
APRIL 17, 2019
Just like most entrepreneurs and business people, I go to my fair share of conferences. One that stays in my memory for many reasons, was an event I attended in San Jose, California. Some say California is the centre of internet marketing; the San Francisco area for technology and San Diego for marketing. I tend to agree after having recently attended events in both cities.
ClearAction
APRIL 17, 2019
CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of leadership is indeed rare: it wasn’t the nucleus of your university’s business curriculum, it’s not yet central to Wall Street’s conversations about your company, and it’s not yet the focus of prominent business journals.
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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
GetFeedback
APRIL 17, 2019
Why don’t all the people who experience problems with your products or services turn to your customer support? Find out inside and learn the ways to make your silent customers share their problems with you.
SharpenCX
APRIL 17, 2019
The times, they are a’changing. Innovations in technology let us connect in dramatically new ways. And these rapid developments have greatly affected the customer service industry. Customer expectations are way different now than 20 years ago, and the modern contact. Read More. The post Hiring the Right Person: Look for These 10 Skills When Hiring your Next Contact Center Agent appeared first on Sharpen Contact Center Software.
Interactions
APRIL 17, 2019
The way we communicate with brands is changing. For example, modern customers prefer self-service channels that allow them to find solutions themselves, and more quickly, rather than waiting in a queue to get to a live agent. They have expanded their channel offerings in order to improve customer experience. Because of this shift, brands are now more focused on customer experience rather than simply reducing costs.
Bright Pattern
APRIL 17, 2019
Last week we partnered with TTEC and The Pace of Service to present a webinar on CX Trends. The session was riveting and chock-full of information for industry experts Jeff Marcoux, VP of Marketing at TTEC, Ted Hunting, SVP of Marketing at Bright Pattern, and Michale Pace, Founder of The Pace of Service and President of the NorthEast Contact Center Forum.
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.
Strategic Contact
APRIL 17, 2019
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019. That data confirms what we see in countless projects. Without good desktop tools, agents find their own way, and that may not be good! Some use copy and paste, while others.
VHT
APRIL 17, 2019
We were all just getting used to the idea that amid the kindergarten graduation photos and cat fail videos of social media, we could make meaningful connections with customers. And now it seems preferences are shifting again as more and more of those customers shun public channels for private messaging (PM). PM Dominates Global Communication. According to recent usage statistics, WhatsApp and Facebook Messenger each have 1.5 billion users worldwide.
CX Journey
APRIL 17, 2019
Image courtesy of Pixabay This is the second of a two-part series on common VoC program mistakes. In case you missed the first post in this series, you can find it here. Note that I haven't prioritized or categorized these mistakes, but take a close look at each one to ensure you're not committing any of them. If you recognize one, you've got to take corrective action immediately.
Jive
APRIL 17, 2019
Motivating employees is hard enough. Motivating call center employees? That’s even harder. Imagine a team of employees that deals with clients day in and day out. They typically work demanding hours and assist disgruntled customers. Agents are constantly on their toes. They have to know their product or service inside and out to intelligently and thoughtfully answer any questions customers have.
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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.
ClientSuccess
APRIL 17, 2019
ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now. Jay will discuss a model to help you make a decision on where customer success should live in your organization and who should own the ARR number?
Advantage Communications
APRIL 17, 2019
If you’re looking to drive your business into the future and want to dramatically improve both your customer service and the overall customer experience of your brand, entering a new strategic partnership with an outsourced contact center is a significant decision for your business.
Talkdesk
APRIL 17, 2019
In honor of Stress Awareness Month, we’re focused on sharing content about how to prevent, reduce and limit stress. Unsurprisingly, one of the best stress busters is taking a vacation. But, the key to a stress-free getaway is having it go as planned. A study shared by Harvard Business Review revealed that “Poorly planned and stressful vacations eliminate the benefits of time away.
Nuance
APRIL 17, 2019
So you want to make a robot that talks to people. It’s not as simple as you think. It’s hard to imagine the complexity of human language when it comes so naturally to you. Unlike visual design, where it’s pretty easy to self-determine whether or not you have artistic talent and ability (especially if you’re anything […] The post The nuances of negotiating with a king appeared first on What’s next.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Connect
APRIL 17, 2019
The concept of digital transformation is most often thought of as the process of improving customer experience through the use of omni-channel Contact Centre technology.
Waterfield Technologies
APRIL 17, 2019
Providing a great customer experience through your contact center goes a long way towards building loyalty to your brand. Satisfying this need takes more than ramping up staffing or adding […]. The post Proactive Outbound Notifications in your Contact Center appeared first on Waterfield Technologies.
Calltools
APRIL 17, 2019
According to the Pew Research Center , the most widely-used feature on a smartphone is text messaging. A whopping 97 percent of smartphone owners use their text messaging feature or app regularly. That’s a lot of folks! Electronic Communications and Marketing Marketing strategies quickly embraced email “back in the day” when electronic communication first became a part of customers’ everyday rituals.
ClientSuccess
APRIL 17, 2019
ClientSuccess will host Jay Nathan , Founding Partner and Managing Director of Customer Imperative , for this month’s customer success webinar series: Where should customer success live and who owns the number? This is the one of the hottest customer success topics in debate right now. Jay will discuss a model to help you make a decision on where customer success should live in your organization and who should own the ARR number?
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Working Solutions
APRIL 17, 2019
The acceleration of technology in recent years has led to equally rapid shifts in consumer behavior. As a result, customer-care best practices have changed, too, with the traditional call center now replaced by a modern and sophisticated contact center. Encompassing a wider variety of communications channels to meet and interact with consumers where they’re most […].
Enghouse Interactive
APRIL 17, 2019
Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Using the right approach will enable your organization to deliver better service, protect callers and agents and maximize the customer contacts that result in a positive outcome. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022.
bold360 Blog
APRIL 17, 2019
?. Subscribe via iTunes , Spotify and more. Delivering exceptional customer experiences is a strategic differentiator for businesses today, as modern customers are not afraid to switch brands if they feel unsatisfied with the level of service and support provided. The rapid expansion of engagement channels, and the expectation of personalized journeys is forcing many companies to break out of their traditional siloed approach and shift to a customer-centered strategy.
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