ChaseData

OCTOBER 31, 2018

Whether you’re just getting started with setting up your call center or looking at making an upgrade to your software systems, you may be wondering what the differences between on-site and cloud-based software is – and which is best for your operation. Here’s what you need to know about the advantages of cloud-based call center software, as well as how and why to put it to work for your business.

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call center software Call Center 122

Calltools

OCTOBER 31, 2018

One of the key metrics in for any successful sales team or a competent customer service team is the ability to acquire valid leads, as well as improving your contact ratio. Lead generation forms are a tool that is helpful in acquiring quantifiable leads. Yet there are many businesses that do not fully recognize the power behind specific elements of a lead generation form… in this case, a field for a mobile phone number.

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Sales Best practices Metrics Customer Service 92

Etech GS

OCTOBER 31, 2018

In the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to the consumer. If you really want to lead in the marketplace you must focus on customer experience. As customer service evolved, the consumers now do business based on customer experience. In this blog we will discuss how the greatest advantages technology can give us is access to this information.

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CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. It’s was a complete honor to have had Bill on my podcast The Fast Leader Show. While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”.

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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.

Contact Center Pipeline

OCTOBER 31, 2018

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts of the month included a collection of CSW-friendly recognition tips, along with how to ensure consistent quality across customer communication channels, keeping a lid on drama in the workplace, a quick […].

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TechSee

OCTOBER 31, 2018

“Alexa, launch Netflix!”. No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020.

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8x8

OCTOBER 31, 2018

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service.

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Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world.

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bold360 Blog

OCTOBER 31, 2018

Imagine this: You need something to wear for a special occasion, so you head to your favorite clothing store. There are plenty of associates around, but they just stand there, ignoring you. You have a question about the price of an item, so you search out someone to help. After asking your question, you just stand there awkwardly waiting for an answer.

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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

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Aspect

OCTOBER 31, 2018

Mit der zunehmenden Verbreitung und stetigen Verbesserung von Self-Service Anwendungen lassen sich einfachere und wiederkehrende Aufgaben automatisiert erledigen. Das wiederum bedeutet, dass die Anfragen, mit denen Kunden sich an die menschlichen Mitarbeiter wenden, komplexer sind, so dass von den Mitarbeitern im Kundenservice insgesamt ein höheres Skill-Level gefordert ist.

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Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. Published on: October 31, 2018. Author: Pauline Ashenden - Marketing Manager Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change.

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Ameyo

OCTOBER 31, 2018

The evolution of digital marketing has laid the grounds for industries to move towards consumer behavior and prioritize customer engagement through different media. Pharmaceuticals firms are on a strive to engage more effectively and proactively with their customers to drive more insightful decisions. Doctors search for an online medium to collect information on medicinal products. […].

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Marketing Healthcare 69

Interactions

OCTOBER 31, 2018

While we know that the future of AI doesn’t consist. Read more » The post The AI Creep-O-Meter appeared first on Interactions Resource Center.

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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

Certified Languages International

OCTOBER 31, 2018

Halloween today is a cute, innocent celebration. It’s an excuse to dress up in a costume, eat too much candy, and maybe seek some exciting but ultimately safe thrills in the local haunted house. The roots of our autumn holiday tradition are a bit less anodyne: They can be traced back to centuries-old festivals that honor death, remember deceased loved ones, and face the inevitable limits of the human condition.

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Entertainment Construction Engineering 65

CrazyCall

OCTOBER 31, 2018

Hello, Sir! How can I help you? Sorry, I can’t hear you properly. Could you repeat? Sure, you requested the call. What’s the matter? Sorry, but I can hear your colleagues talking. Oh, I’ll try to fix that. Can you hear me now? <Bip, bip, bip> Do you recognize the above scenario? If so, you know that no one likes it. Neither your agents nor your customers.

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Call Center Wireless Technology Accountability 59

FiveStars

OCTOBER 31, 2018

At Fivestars, we’re all about helping small businesses triumph against their big-box competitors. As one of the biggest shopping events rolls around this year, we wanted to share our Black Friday game plan to inspire your marketing strategy. The competition Big box retailers go hard for Black Friday—and they start early. Typically, the big players […].

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Marketing Customer retention 59

Voiance

OCTOBER 31, 2018

Contact center leadership considering professional interpretation and translation services sometimes ask us whether the investment is worthwhile. We created our E-book, The Business Case for Language Services , to address these concerns.

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Contact Center 54

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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

Working Solutions

OCTOBER 31, 2018

Which would you rather do business with or work for? A compassionate company that understands people’s needs. Or, one that instead “gives everyone the business.” Helpful or harsh. Those are two extremes that workers can encounter on the job—and clients and their customers in the marketplace. The simple truth is: How people feel—inside and outside […].

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outsourcing Contact Center Call Center 58

Talkdesk

OCTOBER 31, 2018

Happy Halloween from Talkdesk! As a child, you were reassured time and again that the monster living under your bed was a figment of your vivid imagination. While that (hopefully) turned out to be the case, there are troves of “monsters” occupying the dark corners of contact centers that are impeding change and negatively impacting the customer experience in very real and measurable ways.

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Contact Center Customer Experience Call Center 50

Influitive

OCTOBER 31, 2018

Customer advocates can do a lot more than just share your tweets. In fact, using your advocates to support your marketing efforts is only the tip of the iceberg. Advocates can improve your business not only throughout the customer lifecycle, but also across many departments. One popular trend is to use advocates to bolster the.

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Playvox

OCTOBER 31, 2018

Have you ever been so unsatisfied with a business’s customer service that you simply refused to buy from them again? If so, you’re not alone. Almost 50 percent of consumers will abandon a brand — even one they have used for years — after experiencing bad service.

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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!

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ComputerTalk

OCTOBER 31, 2018

Sometimes keypads are necessary. They cannot be taken out of the service equation. Who are the geniuses at AT&T who removed an entire method of communication from its company’s customer service, and when will the company fix this inexcusable error? […].

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Uniphore

OCTOBER 31, 2018

While all three of these approaches have proved valuable in addressing business pain on the surface, these strategies have also failed to address the true root cause (business / IT wedge) and in many cases have only exasperated the problem by overlooking it altogether as vendors continue sell the business “ready to go” applications to help remove their dependence from IT.

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Personalization 40

Eckoh

OCTOBER 31, 2018

Customer Self-Service has been shown to reduce costs in contact centers by as much as 20%, and Chatbots could increase that to 30%. Isn’t it time you considered adding this option to your contact center?

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Uniphore

OCTOBER 31, 2018

Before I profess my thoughts on this one, let’s first look to the experts in the field who are implementing RPA. The big consulting shops or boutique services companies who are also fighting for your business. Groups with hundreds of onshore and offshore employees dedicated to building RPA bots for their clients. Surely the truth of this business user RPA battle lies within their four walls.

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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

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LiveVox

OCTOBER 31, 2018

In an era of rapid digital innovation such as chatbots/AI, the role of a contact center agent has become more important than ever. In this blog, we’ll explore the impact of new channels on contact center agents and five features that can help them adapt. Despite the rise in demand for a more unified experience. The post 5 Ways to Empower Contact Center Agents in a Digital Environment appeared first on Livevox.

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Uniphore

OCTOBER 31, 2018

So where do business users fit in this RPA space? Business users have a role to play – and it’s a very integrated role but it is not in developing the automations no matter how good a vendors’ “automation recorder” may be. The business should be the ones identifying the opportunities, documenting the opportunities and be an integral process in the agile process contributing to ongoing process improvement, testing, adoption, etc.

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Eckoh

OCTOBER 31, 2018

Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

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Chatbots 40