Connect
NOVEMBER 1, 2019
Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience.
bold360 Blog
NOVEMBER 1, 2019
Competition is fierce. It’s hard to stand out based on products or services alone, so customer experience is often the deciding factor. All things being equal, if a customer has a better experience with your company, that’s the one they’re likely to pick. But how do you get there? A big part of customer experience is how you engage with them. Did you know that experts in customer engagement are: 30% more likely to report double-digit growth. 29% more likely to report increased order size. 16% mo
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Nuance
NOVEMBER 1, 2019
Yes, I admit it. I like the Terminator movies and I like Arnold Schwarzenegger with his monotone voice. I get all excited when he says, “I’ll be back!”, but in general I just like videos that show a glimpse into the future, even if it’s just an imagined one. I have always been passionate about […] The post The dark fate of Terminator or how to approach advantages in AI technology appeared first on What’s next.
Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
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ShepHyken
NOVEMBER 1, 2019
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company. The diagramming technique captures the multiple interactions customers make with businesses at varied touch-points.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
NOVEMBER 1, 2019
Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected companies nationwide, including many Fortune 500 companies.
NICE inContact
NOVEMBER 1, 2019
Access our webinar: Delivering True Operational Agility in Times of Crisis. In crisis and in calm, 211 LA County helps over 1.4 million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually. It also provides support to other 211 operations across the country in times of disaster. In the webinar, Delivering True Operational Agility in Times of Crisi s , 211 LA County COO Amy Latzer describes how critical agility and scalability are to the organiz
Etech GS
NOVEMBER 1, 2019
Are you Conflict Exhausted? Are you looking for a productive way to move forward in conflict? CONFLICT in itself is not bad at all. It is how we handle this conflict that could use some strength training. Here are 5 ways leaders can strengthen their conflict strategy skills. 1. See Conflict as an Opportunity. Change your mindset first. Conflict gives you an opportunity to come to a resolution in a healthy manner maintaining a relationship and, in some cases, enhancing the relationship.
Ian Jacobs
NOVEMBER 1, 2019
Can chatbots help meet your holiday hiring needs — and should they? Forrester Principal Analyst Ian Jacobs explains in this video.
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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
Alorica
NOVEMBER 1, 2019
BPO provider Alorica has kicked off a job fair, with plans to hire at least 25,000 customer experience associates for its 100 contact centers around the world. The massive expansion program is apparently part of its stated aim of becoming a US$3.14 billion company by the end of 2020. To attract quality talent, the BPO provider is offering an array of incentives to its new employees.
Avoxi
NOVEMBER 1, 2019
If you're searching for business phone numbers or virtual phone systems, there's a good change you've come across Grasshopper and eVoice. As confident as we are with AVOXI's services, we know that no business phone service is the perfect match for every company. That's why we want to review various providers as a way to… The post Grasshopper vs. eVoice appeared first on AVOXI.
Global Response
NOVEMBER 1, 2019
An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers. How well more. The post What are the Benefits of an Inbound Call Center appeared first on Global Response.
Avoxi
NOVEMBER 1, 2019
If you're searching for business phone numbers or virtual phone systems, there's a good change you've come across Grasshopper and eVoice. As confident as we are with AVOXI's services, we know that no business phone service is the perfect match for every company. That's why we want to review various providers as a way to… The post Grasshopper vs. eVoice appeared first on AVOXI.
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.
Guru
NOVEMBER 1, 2019
Change can be hard, but we’re here to make it easy. Whether you’re just getting started with Guru or expanding your use across teams, l et us help you set and hit your business goals faster. Our experienced team of Customer Success Managers (CSMs) are here to guide and empower your team throughout your rollout of Guru to ensure you have a seamless transition to a more unified, verified, and empowering knowledge management experience.
Avoxi
NOVEMBER 1, 2019
If you're in the market for a great VoIP phone service or simply a virtual phone number, there is a good chance you've heard of MightyCall. At AVOXI, we know that no business phone service can be perfect for every company. And while we're sure that MightyCall is just as confident in their service as… The post MightyCall Alternatives appeared first on AVOXI.
Cincom
NOVEMBER 1, 2019
Digital transformation success is found in the execution of processes selected and developed in alignment with the needs of the … Continue reading "Digital Transformation Success: Align Roles and Processes". The post Digital Transformation Success: Align Roles and Processes appeared first on Cincom Blog.
Ian Jacobs
NOVEMBER 1, 2019
Can chatbots help meet your holiday hiring needs — and should they? Forrester Principal Analyst Ian Jacobs explains in this video.
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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.
Nuance
NOVEMBER 1, 2019
Yes, I admit it. I like the Terminator movies and I like Arnold Schwarzenegger with his monotone voice. I get all excited when he says, “I’ll be back!”, but in general I just like videos that show a glimpse into the future, even if it’s just an imagined one. I have always been passionate about […] The post The dark fate of Terminator or how to approach advantages in AI technology appeared first on What’s next.
Genroe
NOVEMBER 1, 2019
A simple change in words can influence the response. Choose your words wisely as it may skew your results! Transcription of this Video Hi, my name’s Adam Ramshaw. I’m from Genroe. Today’s customer feedback question is “How much can one word in the question influence the answer?” When we write a customer survey, we’re really […].
Jon Arnold
NOVEMBER 1, 2019
The folks at Enterprise Management 360 have been keeping me busy lately, leading a variety of podcasts with sponsors. This time around, I was paired with UK-based Speechmatics , and VP of Products, Ian Firth. We covered a mix of topics related to voice, and how it’s evolved in the digital age, leading up to today’s cloud-based and AI-driven applications, which I’ve dubbed as the New Voice.
LiveVox
NOVEMBER 1, 2019
Fintech Raises Customer Expectations, Are You Equipped for the Demand? Stepping up digital In 2019, more U.S. consumers interact with their financial institutions via electronic devices, particularly mobile ones, more frequently than they use a branch or contact center. Mobile devices now provide every aspect of a consumer’s financial management needs.
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!
ChurnZero
NOVEMBER 1, 2019
ChurnZero Leads G2’s Fall 2019 Momentum Report for Customer Success Software. Out of 15 solution providers included in G2’s Fall 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.
Jon Arnold
NOVEMBER 1, 2019
It’s been quite a month for travel to industry events, but the work must also get done. This includes client work, and I have two webinars coming in November. This post is for a webinar I’m doing with PGi , and it’s hosted by TechTalk Summits. The full title is Why UCaaS is Essential for Solving SMB Customer Service Issues , and after my presentation, I’ll be joined by Joel Kappes, PGi’s VP of Global Implementation Services.
ChurnZero
NOVEMBER 1, 2019
The Fear of Churn. It’s the scariest time of the year – Q4! Will your CS team end the year smiling or sobbing? Here at ChurnZero, we fear churn. And when you fear churn, you fight churn. In honor of Halloween, we asked our own Customer Success team to dig deep into their most frightful memories of customer churn and tell us: Which churn monster do you fear most and why?
ChaseData
NOVEMBER 1, 2019
Every few weeks, it seems there is another major data breach in the news. Journalists love these stories; with so many people trusting major companies with their sensitive information and having so much as stake when this information is compromised, it makes for hot news when these stories break. The average person on the street is less thrilled to hear this news, though.
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
Avoxi
NOVEMBER 1, 2019
Ever since adding business texting to our growing list of product features, we get plenty of questions about text message marketing solutions. No single SMS platform is perfect for everyone, so we have no problem recommending other texting services when called for. That's why we put together this SimpleTexting review. After comparing several of the… The post SimpleTexting Review appeared first on AVOXI.
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