Contact Center Pipeline
JUNE 19, 2019
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact handling. Effectiveness means those responses are consistent and correct, and therefore bring closure. Lots of time and money gets spent in pursuit of these fundamentals, and yet the simplicity of these […].
ShepHyken
JUNE 19, 2019
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Eptica
JUNE 19, 2019
Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. Author: Anne-Merete Jensen - Senior Business Consultant Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. For example, two-thirds of consumers say the questions they ask brands are now more detailed than they were 5 years ago. 91% of them say it annoys them whe
Callminer
JUNE 19, 2019
In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.
Advertisement
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.
Convoso
JUNE 19, 2019
This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
JUNE 19, 2019
It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them a
Avoxi
JUNE 19, 2019
Request Demo Talk to a Specialist Contact Us In this post, we’ve compiled the top 5 call recording software providers that can give your contact center the best call recording capabilities for your business needs. At AVOXI, though we're confident of our product, capabilities, and service, we know that we aren’t the perfect fit for… The post 5 Best Call Recording Providers for Call Centers appeared first on AVOXI.
Zoom International
JUNE 19, 2019
I joined ZOOM over two years ago, eager to learn more about one of the best kept secrets in the contact center world. Customers and partners alike have been intimately aware of the fantastic suite of software ZOOM has offered for well over a decade. Those same partners and customers have also experienced ZOOM's obsession with serving the needs of others, the reputation for which is backed by a trailing 365-day NPS of 87.
Livepro
JUNE 19, 2019
livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence! Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise.
Advertisement
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
Etech GS
JUNE 19, 2019
While leadership can take on many different meanings depending on who you ask, its definition is stated as the action of leading a group of people or an organization. While that definition may seem straightforward enough, it still leaves room for questions. How should you lead a team? Is there a right or a wrong way to lead? Is it good enough to simply lead, or do management’s choice of style and its effectiveness impact current and future business success?
ClientSuccess
JUNE 19, 2019
If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!
CSM Magazine
JUNE 19, 2019
Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand. As such the speed of response and resolution is overly scrutinised and critiqued. To highlight this point, Hubspot research identified that 80% of customers expect companies to respond to their social media posts within 24 hours, and 5
CSM Practice
JUNE 19, 2019
The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.
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.
TRUSTID
JUNE 19, 2019
Imagine you go to friend’s house. It’s someone you’ve known for years and have built a mutually trusting relationship with. You’ve never had any intent to break that trust. In fact, the trust between the two of you is the very foundation that holds that relationship together. The reason for your unannounced visit is that you want to get some sound advice from your friend.
SharpenCX
JUNE 19, 2019
When was the last time someone called into your customer service team just to tell your agents they’re doing a great job? Has it ever happened? Probably not — or at least not often. Your agents are your company’s fixers. Read More. The post Keeping your Contact Center Agents in their Seats: Employee Engagement is the Answer to the Aches and Pains of Attrition appeared first on Sharpen Contact Center Software.
The Call Center School
JUNE 19, 2019
When googling which training delivery method is better, e-learning or class-room delivery, you'll find that there's a hot debate about which of the two is most effective. The advocates of class-room training will say that putting learners into a room where they can interact with each other and the instructor is the better form of delivery. And the advocates of e-learning will say self-paced learning with engaging and interactive new technologies is more effective.
UJET
JUNE 19, 2019
Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.
Advertisement
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.
Hero Digital
JUNE 19, 2019
We live in the age of the customer, a time when focusing on exceptional customer experience (CX) is vital for business growth. Research shows that with a modest improvement in CX, a typical one billion dollar company can gain $775 million in revenue over three years. And as CX-oriented technology multiplies, CIOs and tech teams are now responsible for managing tech that powers offer perfectly seamless and emotionally meaningful customer experiences.
NICE inContact
JUNE 19, 2019
In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual experiences?
TeleDirect
JUNE 19, 2019
Is your business looking to boost customer service, increase brand awareness, outperform the competition, and optimize revenue streams? An outsourced call center is an ideal way to do all of these things – and much more. From their early days as automated answering resources to today’s multi-functional, do-it-all, streamlined customer contact solutions, contact centers are an integral part of many (if not most) day-to-day operations for many companies across the globe.
NICE inContact
JUNE 19, 2019
Headquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands. Its 17 contact centers located around the world support the Fossil Group business , including 250 agents who support over 10 languages. Three third-party call centers take calls during off hours and busy holiday seasons.
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!
TRUSTID
JUNE 19, 2019
Imagine you go to friend’s house. It’s someone you’ve known for years and have built a mutually trusting relationship with. You’ve never had any intent to break that trust. In fact, the trust between the two of you is the very foundation that holds that relationship together. The reason for your unannounced visit is that you want to get some sound advice from your friend.
Bright Pattern
JUNE 19, 2019
Customer Contact Week (CCW) Vegas 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving experience and contact center efficiency. If you’re attending and wondering how to make the most out of your time, we’ve provided our top five tips for making this year’s event the best yet.
Nuance
JUNE 19, 2019
Customers have come to expect a next-generation engagement experience from Esurance, the recipient of multiple consumer-satisfaction awards from JD Power and others. Consumers’ increased use of always-available digital channels has led to their raised expectation of connecting with organizations at any time and at any stage of the insurance customer journey.
Revation Systems
JUNE 19, 2019
HIPAA and HITRUST were designed as regulations and standards for ensuring that patient information is confidential and protected. Although these two terms are often used synonymously to discuss data protection, they are quite different — and bring a different value to digitally transforming industries beyond just healthcare, including banking.HIPAA consists of several compliance regulations that healthcare organizations are required to meet, and HITRUST is a data security certification that ties
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
Ansafone
JUNE 19, 2019
It’s not enough to have a great product or service. The pivot point for any business’s success or failure is ultimately what and how customers feel about it. Customer relationships are the foundation upon which a company builds or destroys brand perception. Brand perception is the walls holding your business together. Communication is the tool … Brand Perception Matters: Here’s Why Read More ».
Jon Arnold
JUNE 19, 2019
I cover a wide range of topics wearing my BC Expert hat with BCStrategies , and for this month’s contribution, the focus was on managed IT services. In the course of my research, I talk to different types of providers, including MSPs, and I find that a fascinating space. They have a strong niche with SMBs, and while it’s easy to associate them with selling managed or hosted communications services like VoIP or UC, they can be just as home offering the same for IT services.
bold360 Blog
JUNE 19, 2019
In recent years, AI-powered chatbots have become an essential part of many business’s customer service operations. Gartner predicts that chatbots will power 85% of all customer service interactions by the year 2020. (That’s next year!) But the benefits of AI needn’t be limited to post-sale support; There are opportunities all along the customer journey to personalize interactions and drive better business metrics.
Expert insights. Personalized for you.
124 
Let's personalize your content