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

GetFeedback

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!”.

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.

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.

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

ShepHyken

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?

More Trending

How To Choose A Business Phone System

Nextiva

Every business needs a phone service. You have customers to call, vendors to bargain with, and teams to coordinate. Sure, you can use email, smartphones, and messaging apps. But nothing really comes close to a reliable, always-on phone service purposely designed to optimize voice-based communications and help your business keep in touch with people who […].

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

Envision

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

5 Tips for Transforming Your Digital Customer Service

VocalCom

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.

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

RapportBoost

Dani Apgar RapportBoost.AI

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.

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

Sabio

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.

A Backstop that reduces risk of delayed diagnosis

Nuance

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

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

4 Accessible Deaf-Blind Resources With Mass-Market Appeal

Nexmo

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.”

Reducing customer effort: The essential step most companies miss

Tethr

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.

Considering the Cloud? The Forrester Wave Did the Homework

inContact

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.

Reducing customer effort through advocacy language

Tethr

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.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

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.