Mon.Jan 07, 2019

Contact Centers and Preventing Credit Card Fraud

Noble Systems

Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone.

Live Chat Customer Service: Top 5 Challenges


Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

Why Are You Hating on Your Customer So Much?

Steve DiGioia

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I I can’t take these people, I hate customers!”.

5 Top Customer Service Articles for the Week of January 7, 2018


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What’s in the box?

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

My Understanding of AI in CX so Far. Things Could Change!

CX Accelerator

I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.

More Trending

The Inextricable Link Between CX & EX

Customer Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” ” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition


The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.

5 Tips for Transforming Your Digital Customer Service


You might think that your brand is a digital customer service star. After all, you talk to customers on social media, have an amazing website, and let your chatbots handle all the simple tasks. But before you sit back and let your service run on autopilot, remember this: Creating great customer experiences is all about evolving with your customers. The more you engage them and observe their behavior proactively, the more you can adapt your service to meet—and exceed—their expectations.

5 Criteria for Choosing a Call Center Partner in 2019

Outsource Consultants

Goodbye 2018. Hello 2019! As we begin another year of innovation and evolution in customer service and call center technology, you may be considering call center outsourcing. Maybe for the first time, or maybe you’re a seasoned outsourcing veteran and need a new or additional call center partner.

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.

Ringing in the New Year with Talkdesk Customers


It’s the first week of the new year, and if you are like me you are wondering where 2018 went. It was a busy year for Talkdesk, who was Recognized by Frost & Sullivan as the Fastest-Growing Provider in the Cloud Contact Center Software Market. Talkdesk also Raised $100 Million to Power the Contact Center of the Future , which is being used to accelerate enterprise platform innovation and global expansion.

Release Notes: Emojis, PHP Client Update + More

Help Scout

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What's New. Behold! Emojis. You can now add your favorite emojis to saved replies, auto replies, mailbox signatures, and customer profile names.

APIs 52

Dani Apgar named among 50 leaders to follow on Twitter by ICMI


Dani Apgar RapportBoost.AI

Search made easy

Connect First

Get more results and easily find what you’re looking for. We updated our platform search functionality for top-level products to make it easier for you to find what you’re looking for. You can now be less specific with what you’re searching for and see a number of relevant results.


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.

Provide Support Live Chat Achievements in 2018

Provide Support

Provide Support Live Chat 2018 Success Story. 2018 year was very productive and rich for new features in Provide Support.

Achieving the right balance between digital and human-assisted CX services


In its Top 10 Strategic Technology Trends for 2019, analyst firm Gartner rightly highlights how conversational platforms are reshaping the way that customers interact with brands.

5 steps to supercharge your customer service with contextual intelligence


According to Magnus Geverts at Teleopti, exceptional customer experience goes beyond connecting the dots between different channels. It’s all about understanding and anticipating a customer’s every need. Here are five steps to building a contextual customer service.

Considering the Cloud? The Forrester Wave Did the Homework

NICE Systems

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been set for you.

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.

4 Accessible Deaf-Blind Resources With Mass-Market Appeal


Some products used by blind and deaf or hard-of-hearing (HOH) customers are specifically designed for such use, a class of deaf-blind resources commonly called “assistive technology.”

A Backstop that reduces risk of delayed diagnosis


There are two things that have long been true about incidental findings and follow-up recommendations in radiology reports. First, they are exceedingly common.

Make coaching in a timely manner a New Year's Resolution


Many contact centers have a goal of completing a number of quality evaluations per agent per month. What is less often talked about is the timeliness of those evaluations and how long after a call agents typically receive feedback. agent performance agent coaching contact centers call center WFO quality assurance coach Quality monitoring

Newsletter Time - January 2019 Edition

Jon Arnold

Another month, and another newsletter - JAA’s Communication and Collaboration Review. I started this last year, and it’s slowly taking on an identity. Very few people really know what indie analysts do, and even fewer have a sense of our range of services, or my entrepreneurial style.

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.

Reducing customer effort: The essential step most companies miss


Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. The ideas and research shared in the book assert that the most effective way to drive customer loyalty and satisfaction is by creating an experience for customers that requires minimal effort.

Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts

Kristina Evey

Shownotes: #31 – New Year, New Role, New Focus Phase 1 : Get your own perspective “Shop your company” Talk … Read More Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts. The post Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts appeared first on Kristina Evey. Shownotes: #31 – New Year, New Role, New Focus. Phase 1 : * Get your own perspective. * “Shop your company”. Talk to EVERYONE.

Reducing customer effort through advocacy language


Reducing customer effort has become a major focus for customer experience professionals in recent years after “ The Effortless Experience ” (co-authored by our own Chief Product & Research Officer, Matt Dixon ) was published in 2013. The ideas and research shared in the book assert that the most effective way to drive customer loyalty and satisfaction is by creating an experience for customers that requires minimal effort.