Noble Systems

JANUARY 7, 2019

Contact centers have a critical role in facilitating sales between enterprises and customers by securely processing credit card payments on the telephone. The value contact centers and their agents provide is especially significant during busy shopping seasons, such as the holidays, during which there is a substantial surge in the volume of sales. However, the processing of credit card payments in the contact center presents a number of fraud issues to be addressed.

Contact Center 48

Contact Center Enterprise Sales Accountability 48

GetFeedback

JANUARY 7, 2019

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. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges.

Customer Service 90

Customer Service Surveys Feedback Personalization 90

Steve DiGioia

JANUARY 7, 2019

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 can’t take these people, I hate customers!”. I looked around to see another waitress mumbling and shaking her head as she walked through the diner. She clearly was upset at something that happened.

Customer Service 198

Customer Service Management Personalization 198

CX Accelerator

JANUARY 7, 2019

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. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).

Chatbots 275

Chatbots Contact Center Technology Analytics 275

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ShepHyken

JANUARY 7, 2019

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? Insights into the Subscription Based Economy by Sonakshi Nathak. (LinkedIn) Glancing over the New York Times app for your daily briefings as you brew your coffee, you head to the counter to discover a box from Blue Apron to prepare Mexican-Sp

Customer Service 250

Customer Service Chatbots Contact Center Call Center 250

Customer Experience Matters

JANUARY 7, 2019

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?!?!

Employee engagement 103

Employee engagement Surveys Customer Experience Management 103

Nexmo

JANUARY 7, 2019

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.” Others, generally called “accessible technologies,” provide value for all customers, including those with visual and hearing impairments. In either case, businesses that build or use products useful to the […].

Marketing 67

Marketing Technology voip Customer Support 67

Outsource Consultants

JANUARY 7, 2019

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. Regardless of your situation, finding a partner that fits your company can be a challenge.

Call Center 64

Call Center outsourcing Scripts call center solutions 64

Envision

JANUARY 7, 2019

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.

Coaching 59

Coaching Contact Center Feedback Call Center 59

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.

Customer Experience

GetFeedback

JANUARY 7, 2019

Live chat customer service comes with its unique challenges. Do you know what they are? Here are 5 live chat service pain points and how to overcome them.

Customer Service 60

Customer Service 60

VocalCom

JANUARY 7, 2019

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.

Customer Service 59

Customer Service Chatbots Contact center software Contact Center 59

teleopti

JANUARY 7, 2019

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. Retail eCommerce continues to flourish and growing consumer confidence in mobile technology is fuelling mobile commerce.

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

Tethr

JANUARY 7, 2019

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.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

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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.

Self service

NICE inContact

JANUARY 7, 2019

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. If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The For

Cloud contact 48

Cloud contact Contact Center Education Enterprise 48

Tethr

JANUARY 7, 2019

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.

Customer effort 48

Customer effort Coaching Metrics Contact Center 48

Kristina Evey

JANUARY 7, 2019

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.

Government 48

Government Feedback Accountability Customer Experience 48

Topdown

JANUARY 7, 2019

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. In this article we review the top trends in customer communications management (CCM), with a focus on leveraging the cloud and content services to integrate CCM into a broader digital experience technology stack.

Technology 48

Technology Management Customer Experience 48

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!

Feedback

Talkdesk

JANUARY 7, 2019

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.

Contact center software 45

Contact center software Cloud contact Contact Center Enterprise 45

Jon Arnold

JANUARY 7, 2019

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. If that’s you, and if I’ve piqued your interest, just click here to subscribe , and then I won’t have to explain myself anymore!

Feedback 45

Feedback Contact Center 45

Nuance

JANUARY 7, 2019

There are two things that have long been true about incidental findings and follow-up recommendations in radiology reports. First, they are exceedingly common. Second, they are often not completed: 30% to 70% of follow-up recommendations are “lost” or never completed for reasons unrelated to physician skill, but from a mix of systemic and technology limitations. […] The post A Backstop that reduces risk of delayed diagnosis appeared first on What’s next.

Technology 42

Technology Healthcare 42

RapportBoost

JANUARY 7, 2019

Dani Apgar RapportBoost.AI EVP. – Leading industry organization for contact center technology companies selects top 50 social media influencers for the fifth consecutive year – Los Angeles – January 9, 2019 – Dani Apgar, EVP of Customer Success and Co-Founder of RapportBoost.AI , a technology company that boosts sales with augmented intelligence, was named to ICMI’s “50 Thought Leaders to Follow on Twitter” annual list.

Average Handle Time 40

Average Handle Time Contact Center Customer centricity Consulting 40

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.

Contact Center

Connect First

JANUARY 7, 2019

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. You can also search for exact words and phrases for a more precise search.

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Provide Support

JANUARY 7, 2019

Provide Support Live Chat 2018 Success Story. 2018 year was very productive and rich for new features in Provide Support. A complete system redesign made it possible to add new functionality and start working on major upgrades which will help to improve live chat customer experience and increase customer engagement and customer support team productivity.

Customer Support 40

Customer Support Customer Experience Customer Service 40

Sabio

JANUARY 7, 2019

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. However, from a CX perspective, it’s essential that brands are also smart about how they integrate this core technology into their customer engagement infrastructure.

Technology 40

Technology 40

Help Scout

JANUARY 7, 2019

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. Almost every field in Help Scout now properly supports emojis, and we’re planning to add support for custom folders and mailbox names.

APIs 40

APIs CRM 40

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center