Wed.Aug 07, 2019

Why Some Friction In Your Experience Is Good

Beyond Philosophy

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should.

Four Ways to Attract and Retain Millennial Agents

Contact Center Pipeline

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials, making them the largest generation in the U.S.

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Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

More Trending

Look Beyond The Web: 7 Ways To Promote Your Small Business Offline

Joe Rawlinson

While smartphones and screens of various sizes permeate our lives, it can actually be detrimental to think that all of your business marketing needs to be digital. By relying entirely on social media and online search results, you’re limiting a huge potential to reach your consumers.

Introducing GetFeedback for Field Service Lightning

GetFeedback

Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service. Let’s make it simple: Great digital customer service depends on a combination of the best software and the right soft skills.

Catching a whale: How to treat your VIP gamers

TELUS International

CX Best Practices

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

2019 CS100 Sponsor Highlight: The Success League

ClientSuccess

Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching.

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn.

3 simple tips to promote employee productivity

JustCall

Getting people to do work is tough. When you are paying someone a monthly salary, you need to make sure that in an ideal situation, the employee has earned what they earn justifiably. However, this does not mean forcing them to do 1.5x amount of work for the x salary that they are paid.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Connect Managed

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge. Customer Experience Contact Centre Cloud

ACE 2019 Recap: Aspect Master Program

Aspect

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). In addition to amazing insight in our general sessions, the networking opportunities, the lobster tails—seriously, there were lobster tails—we had a new addition for breakout sessions.

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

Why closing the loop is vital to Voice of the Customer success

Eptica

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Connect Managed

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge. Customer Experience Contact Centre Cloud

How Much Does it Cost to Hire a Call Center?

A Better Answer

Hiring a call center is a great way to ensure fluid communication between your business and your customers. It also enhances customer service and increases customer satisfaction, so your customer has a reason to return to your business when they are in need.

Top 7 Things Customers Expect from a Strong Customer Service

Nicereply

Running a business requires a lot of work. You have to prove both things to the world: that you have a high-quality product or service and exceptional customer support. The second one is of top importance.

Manage Information Overload Successfully with a Knowledge Base

Unymira

You’re a customer service agent and it’s 8:00 am in the morning. Knowledge Base Customer Service

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Magnify Your Inside Sales With These 6 Inside Sales Training Tips

Calltools

Each member of your sales team needs the right training to reach his or her goals. You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program.

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Looking Back to the Future: 6 Statistics to Guide You into the Future of Contact Center Work

SharpenCX

Ok, so we don’t have flying cars powered by recycled goods like Doc Brown thought. But technology is changing our world fast. Every industry is more digitalized and more automated every year. It’s hard to keep up. And, It’s easy. Read More.

Why Surveys Are More Important Than Ever

Concentrix

Learn how to integrate new technologies and methods into your survey strategies. The post Why Surveys Are More Important Than Ever appeared first on Concentrix. Thought Leadership Resources

Deliver a First-Class Travel Experience with Conversational AI

Interactions

What do you think of when you think of first class? A glass of champagne? A hot hand towel? A flight attendant rushing to your assistance at the push of a button? As traveling becomes more mainstream, these amenities may seem like a distant dream.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Why You Need Omnichannel Customer Engagement Solutions?

Etech GS

When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true for call centers as it is for other types of businesses. One aspect where companies can become stubborn is communication.

ConcentrixCX Connect

Concentrix

Learn how to capture customer feedback inside digital experiences. The post ConcentrixCX Connect appeared first on Concentrix. Fact Sheets Resources Fact Sheet

Newsletter Time - August Issue Published Now

Jon Arnold

It’s that time again, and there was a lot going on in July. If you follow me, you’ll know I was busy recently at Voice Summit 2019 , and if you liked that, you’ll want to subscribe ASAP, as our featured podcast is a recap of the event.

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