Victor Midgley
JULY 6, 2017
I know you have been in situations (and probably many) when you have tried your darnedest to be nice to someone, only to have them continue along the nasty path of selfish inconsideration. Regardless of your best efforts to be NICE, there was no change in their attitude toward you and the situation, am I … Continue reading "DOES BEING A NICE GUY REALLY PAY OFF?".
Contact Center Pipeline
JULY 6, 2017
Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf, an IBM Company. In May, Bob received the ICMI Lifetime Achievement Award. In his interview, Bob shares with us his passion […].
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Victor Midgley
JULY 6, 2017
We’ve all heard it before, “sticks and stones may break my bones – but words can never hurt me.” Maybe we get the meaning of this age-old saying, but it isn’t true – not by a long shot! Words do influence our emotions for better or for worse. Words are indeed very powerful although, not … Continue reading "THE MAGIC OF WORDS".
CustomerGauge
JULY 6, 2017
Today’s Net Promoter News’ series will cover the stories of telecommunication companies Macquarie Telecom Group, Vodafone Australia and Telstra. All three companies and their NPS scores were recently added to our sister website NPSBenchmarks.com. In today’s Net Promoter News we will explore their NPS scores, along with the business initiatives that have helped each one improve or […].
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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.
Victor Midgley
JULY 6, 2017
Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in … Continue reading "A CALL CENTER JOB – HERO OR ZERO?".
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Victor Midgley
JULY 6, 2017
I have now worked or toured call centers in nearly every state and many countries of the world. I have clearly targeted the 10 biggest mistakes I see when I work with struggling call center operation. I encourage you to give heed to this list. If you do not recognize any of these deficiencies in … Continue reading "THE 10 BIGGEST MISTAKES MANAGING A CALL CENTER".
Spearline
JULY 6, 2017
Sometimes when we speak to companies, they don’t know why they should be testing their numbers. They often think because they have network monitoring solutions in place, that they don’t need to test the audio quality of their numbers. So we have put together a list of some of the key benefits to an organisation of testing their Toll and Toll-Free numbers with Spearline software. 1.
Victor Midgley
JULY 6, 2017
One of the great secrets to managing call center agents is how to motivate them. The turn-over rate in many call centers is much higher than most other “industries.” The cause remains an enigma, although the naivety of nearly all management, is wage. It seems like a simple solution, pay more and you will attract … Continue reading "MOTIVATING CALL CENTER AGENTS".
Toister Performance Solutions
JULY 6, 2017
View from the home dugout at Cincinnati's Great American Ballpark. My wife, Sally, and I just returned from a three city baseball stadium tour. We visited Cleveland's Progressive Field, Detroit's Comerica Park, and Cincinnati's Great American Ballpark, catching two games in each stadium. It was a great trip. We're huge baseball fans, and each stadium offered a fun and unique experience.
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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
Provide Support
JULY 6, 2017
Customer engagement is the future of e-commerce. – Brennan Loh, head of business development of Shopify. Now that global consumers are able to purchase nearly anything they wish on whatever device they want and wherever they happen to be, the eCommerce customer experience has dramatically changed. And while competition has grown and will continue to grow (according to Big Commerce, eCommerce is growing 23% year-over-year ), businesses of all sizes ultimately must learn to separate themselv
CafeX
JULY 6, 2017
Summer is one of my favourite seasons, especially with the spectacular weather we have been having lately in the UK. As many of us make holiday plans, I thought it appropriate to record a video showing how CaféX Live Assist™ for Microsoft Dynamics 365 enhances the experience of booking a hotel room online, both for the guest and the service agent. .
Strategic Contact
JULY 6, 2017
Contact centers must rise to the challenge of attaining efficiency and effectiveness. Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost per contact, occupancy, and the like. Effectiveness presents more of a challenge. It demands a careful analysis of data drawn from enterprise applications (e.g.
Bright Pattern
JULY 6, 2017
A recent article by Nicholas De Kouchkovsky titled Speech Renaissance or Disruption outlined the history of speech technology as well as how AI and machine learning has transformed speech recognition. He mentioned that with all the recent updates in technology this could be the renaissance or disruption of speech recognition.
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.
ForeSee
JULY 6, 2017
Amazon's multi-billion dollar acquisition of Whole Foods has already sent eruptions throughout the grocery industry, including a decline to stock prices for competitors. It's prompted a slew of commentary from the business media about how Amazon's plans will unfold and the broader industry impact. Surprisingly, not much has been said about the real logic behind the deal, which has far more to do with Amazon expanding into an area it knows it can win, and far less to do with battling rivals such
Kayako
JULY 6, 2017
Working in support means constantly upping your game. Aside from keeping up with new technologies – which make you revise documentation and saved replies – you’re trying innovate and future-proof your support strategy, and grow your career. That’s one hell of a juggling act for a support professional! So we’re here to help. And one of the best ways to learn and level up your support chops is to read.
Verint
JULY 6, 2017
CRMXchange Roundtable: Best Practices in Workforce Management. July 11; Online Webinar. Jenni Palocsik, senior director, solutions marketing, will present “Best Practices in Workforce Management” at 2 p.m. ET. Organizations need to be able to react swiftly and efficiently to the intraday management environment and 'day-of’ changes to scheduling, as well as be fully prepared to meet seasonal and changing service demands.
CX Global Media
JULY 6, 2017
I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it’s one of the my favorite things to do at events. I enjoy live Tweeting the speakers. Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. Typically, I am able to capture more, but the Wi-Fi connection was terrible at the Mirage hotel.
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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.
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