Contact Center Pipeline
JULY 13, 2017
There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has been and remains a top challenge in centers. The repetitive nature of the job and limited potential for career advancement create […].
CX Global Media
JULY 13, 2017
Small Call Centers Go Big with Speech Analytics. “But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore.
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Vonage
JULY 13, 2017
When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. The right words inspire, motivate and encourage people to achieve excellence. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. The colonial post office in Singapore’s financial district has been transformed into the luxurious Fullerton Hotel.
CustomerGauge
JULY 13, 2017
There are certain bouncing records that would be pretty cool to hold. For instance in 2015, Pi Kappa Phi Fraternity at Florida Southern College set a Guinness World Record after spending 48 hours straight in a bouncy castle. Or Kuo-Sheng Lin of Taiwan, who holds the record for most bounces of a soap bubble, with […]. The post Bounce Your Email Bounce Rate appeared first on CustomerGauge.
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Taylor Reach Group
JULY 13, 2017
By: Colin Taylor. There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avaya
JULY 13, 2017
Today, nearly every financial process has been digitally redefined. 94% of customers now use their smartphones to check account balances and recent transactions. Over 60% of customers would consider storing key documents in a “virtual vault”. Overall, nearly two-thirds of customers globally are using FinTech products or services. For financial service providers (FSPs), digital transformation has become a means of survival in an age of rapid innovation.
Amity
JULY 13, 2017
SaaS Tattler Issue 104: Team Management Tips for Amazing Customer Success Leadership. Managing a team is never an easy task. Customer Success leaders take responsibility for delivering advice and career development opportunities to their teams; hiring and onboarding new CSMs ; setting, communicating, and ultimately delivering their team's KPIs; and much much more.
Toister Performance Solutions
JULY 13, 2017
The term "soft skills" is typically used to refer to a wide range of interpersonal skills. This includes leadership, emotional intelligence, and customer service. There's no doubt these skills are important, but calling them soft skills creates a problem. My friend Jeremy Watkin recently wrote about the debate over this term in this blog post for the International Customer Management Institute (ICMI) blog on the topic.
CX Journey
JULY 13, 2017
Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? I recently saw a note from a reporter with a reputable online publication asking for sources who had used company perks, as well as apps to track rewards and perks in the workplace, noting that he was writing an article about employee engagement. It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low.
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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
Uniphore
JULY 13, 2017
As the nature of customer service is quickly evolving, new channels of communications i.e. web, mobile and social, have raised the bar of customer expectations, and delivering an exceptional experience has become critical to business success. According to a report, 33% of overall caller satisfaction today is determined by the IVR experience. However, despite companies investing considerable time and money in researching and developing the most optimized IVR technology for the best customer exper
Talkdesk
JULY 13, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Retail Customer Support: Big Box vs. Mailbox. Session Host / Moderator: Thomas Lee, Business Columnist at SF Chronicle.
Verint
JULY 13, 2017
It’s been a busy summer. Fresh off its Engage Global Customer Conference at the Loews Royal Pacific Resort in Orlando, Florida, Verint announced a new industry analyst evaluation, solutions honor and series of customer wins, reinforcing that customer engagement continues to drive competitive advantage and better overall experiences. The company has been recognized for both its robust knowledge management and mature channel management capabilities.
Fenero
JULY 13, 2017
Charles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer.
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.
Kayako
JULY 13, 2017
After a week-long trial, I was ready to purchase a subscription for a project management app for my personal and work projects. I eagerly pulled up the company’s Contact page , entered my details, wrote my inquiry about their pricing, and hit Send. Then 3-4 seconds after sending the message this came in: ## Please reply above this line to update your ticket ##.
SharpenCX
JULY 13, 2017
Contact center technology from beginning to end.Less than 65 years ago, call centers didn’t exist. Can you imagine having to go to a store or write a letter if you had an issue with a product?From telephones, to email, text, and live chat, the technology that makes up the modern contact center has come a [.]. Read More. The post The History of Telecommunications and Contact Centers appeared first on Sharpen Contact Center Software.
Bright Pattern
JULY 13, 2017
In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my customers today?” can be difficult to answer without interviewing every single agent in the contact center.
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