Contact Center Pipeline
DECEMBER 19, 2018
It’s easy to get excited about technology and conjure up all of the benefits that will accrue to the contact center. But you must make the case initially to get funding, and then, ideally, show that you delivered on that promise. Three potential paths to business case development provide opportunities to deliver a return on […].
Ameyo
DECEMBER 19, 2018
Are you struggling to deliver seamless customer experience? Do your customers find it difficult to reach out to your best-skilled agents? How you can make sure that your customers are reaching the right agent every time they place a call? With Automatic Call Distribution mechanism, you can provide ease of use to the customers while […]. The post How To Deliver Great Customer Experience With Automatic Call Distributor appeared first on Ameyo.
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DigitalGenius Blog
DECEMBER 19, 2018
As we close in on the end of 2018, it’s worth looking back at the year in AI. Yes, we’re most likely still in a hype phase for AI (although well past the peak, with practical AI now a reality in many businesses), yet 2018 did witness significant advancements in the market. Here's what we've seen.
ShepHyken
DECEMBER 19, 2018
Some of you may or may not know that I perform magic. Not real magic. When I was a kid I did birthday party magic shows, and in high-school and college worked in comedy clubs doing comedy and magic. I still practice card tricks. . There was a magic shop in Washington, DC owned by Al Cohen. I met Al when I was a teenager. As I started to perform more and more for money, I could afford to be a regular customer of Al’s.
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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
DECEMBER 19, 2018
As CallMiner continues to grow, we are committed to also growing our community support through charitable donations and volunteer activities.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
DECEMBER 19, 2018
Don’t let hectic holiday distractions get in the way of remote work. I remember the first holiday season I spent working from home. My family hated it. People kept interrupting what I was doing. The days felt twice as long as usual, and I was getting half as much done. Distractions were everywhere. Travel was a nightmare. As a kid, I never understood what could make Ebenezer Scrooge or the Grinch so curmudgeonly, so hostile against simple expressions of joy and togetherness.
Contact Center Geek
DECEMBER 19, 2018
Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. [link] Permalink.
Amity
DECEMBER 19, 2018
Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey. They’re ready to make a game plan, and soak up everything they need to learn to be successful. When recurring revenue is at stake, it’s essential to build trust, drive adoption and establish a clear path to value during onboarding.
Ansafone
DECEMBER 19, 2018
It doesn’t take much effort to be nice, but offering kindness can make a huge difference for everyone People who work in contact centers enjoy the work. They receive satisfaction from helping callers, and they like serving their clients with excellence. However, not every day is perfect. Some days have their share of stress. … Successful Contact Centers Excel in Intentional Acts of Kindness Read More ».
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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
Cisco - Contact Center
DECEMBER 19, 2018
Hybrid chat solution makes it possible for chatbots to handle the majority of customer interactions, and to remain involved even when interactions are escalated to agents.
bold360 Blog
DECEMBER 19, 2018
Well, it’s that time again (can you believe it?). The time where we look back and reflect on the year that was and discuss what we can expect from the year to come. So here it goes. 2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. We saw companies, like ours, making the technology much more approachable and as a result, there were some really great real-world successes.
Infinity
DECEMBER 19, 2018
2018 has seen copious amounts of highs and lows. We’ve seen micro-marketing scandals with Cambridge Analytica, successes with Easterseals Southern California’s (ESSC) ingenious “Change the Way You See Disability” campaign, and the GDPR black cloud which has invited marketers to re-think their uses of big data and targeted marketing campaigns. This year we’ve reached out to bright sparks of the marketing industry to give us an exclusive inside scoop on their year of marketing, and what lies ahead
Voiance
DECEMBER 19, 2018
Most pharmaceutical operations take customer support calls. And in the US heading into 2019, many of these calls are likely to come in a language other than English. Is your organization equipped to handle them?
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.
Call Experts
DECEMBER 19, 2018
A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. If we look at the latest numbers, the amount has shown a massive rise to $721 billion in the year 2018. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Below we have highlighted a few tricks and strategies to deal with holiday season spikes to balance your workflow and ensure the best customer service for your clients and customers.
SharpenCX
DECEMBER 19, 2018
Vibrant uses Sharpen to operate more efficiently and live out a people-centric vision. Happy employees are the key to your company’s success. It’s this keen focus on people that Vibrant Credit Union holds true with everything they do. From the. Read More. The post Vibrant + Sharpen Customer Story appeared first on Sharpen Contact Center Software.
pindrop
DECEMBER 19, 2018
The post Voice Biometrics: The ‘Thumbprint’ of the Future | Pindrop appeared first on Pindrop.
Horizon CX
DECEMBER 19, 2018
While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. According to research by Bain & Company, 80% of organizations believe they provide a superior service experience, but only 8% of their customers described their experience as superior.
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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.
teleopti
DECEMBER 19, 2018
According to Carlos Mu?oz at Teleopti, excellent customer service and business success are inextricably linked. He explores how to transform your customer service from a cost center into a profit-making powerhouse using Workforce Management. . Is your customer service a tortoise or a hare ? This was the question we asked earlier this summer to explain why customer services can, on occasion, be too fast and efficient for their own good.
delighted
DECEMBER 19, 2018
Today, we’re launching Delighted for iOS to give you access to all of your Delighted feedback anywhere and everywhere. With Delighted for iOS, all your customer feedback is just a tap away on your iPhone or iPad. Download Delighted for iOS from the App Store today. Making customer feedback readily available and actionable has always been at the heart of what we do at Delighted.
TELUS International
DECEMBER 19, 2018
Learn how to leverage your company's Instagram account to deliver great customer service.
Influitive
DECEMBER 19, 2018
Did you know that aside from food and shelter, social connection is one of the most important things that humans need to survive? According to Psychology Today, “belongingness is the driving force of human behavior.” So it’s not surprising to see that online communities have grown rapidly in recent years, since they’re built on human.
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!
Talkdesk
DECEMBER 19, 2018
Acxiom’s roots go deep. Founded in 1969, the identity resolution and marketing enterprise has enabled people-based marketing with their products and services that break down organizational silos to drive seamless customer experiences and higher ROI. The company has acquired numerous businesses and today serves thousands of customers across the globe.
Noble Systems
DECEMBER 19, 2018
Gamification is not only a new type of technology, but it’s also a new type of thinking about the relationships and transactions between customers, companies, employees, and corporate management systems. In place of decrees and pronouncements, gamification nudges employees and customers toward outcomes that, optimally, favor everyone in the transaction.
Connect
DECEMBER 19, 2018
In 2019, your customers are people, not numbers. Driven by growing connectivity and the digital technology enabling it, today’s consumers expect instant, valuable interactions with the companies they buy from. When this doesn’t happen, a bad experience follows. Negative word of mouth isn’t usually far behind.
Bright Pattern
DECEMBER 19, 2018
2018 was a big year for the customer experience (CX) space. Many companies took strides to move to a more automated contact center with AI and bots, while others focused on improving more traditional channels with innovative cloud technologies. As the newest trends and topics of 2018 were being discussed, Bright Pattern was right there bringing you tips and advice from our executive team, which includes some of the brightest minds in CX and the original pioneers that helped build enterprise cont
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
Hero Digital
DECEMBER 19, 2018
Originally published on CMS Connected. Hero Digital, an independent customer experience agency, is one of the many technology partners that utilize the Sitecore platform for their digital experience. In a recent acquisition with Clock Four, a leader in customer experience strategy, Hero Digital will be adding another major accomplishment to their impressive growth they’ve had year over year, primarily strengthening their work in the financial services and B2B space.
24-7 InTouch
DECEMBER 19, 2018
The end of 2018 is just around the corner, which makes it the perfect time to take a look at upcoming customer care predictions and trends. We’ve rounded up five things to look out for in 2019, each with the ability to have significant impact on customers and the way they interact with brands.
Playvox
DECEMBER 19, 2018
At Playvox, we’re passionate about helping our customers succeed. Our QA software is designed to deliver all the right tools, features and support to transform workplaces.
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