Fri.Jul 05, 2019

What Is Call Monitoring?

Avoxi

Request Demo Talk to an Expert Contact Us If you’ve found this article, you’re probably curious about the ins and outs of call monitoring-- and you’ve come to the right place! We all know that call monitoring is used by companies all the time, but how, or why?

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Guest Blog: 5 Surefire Ways to Improve Online Communication with Your Customers

ShepHyken

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Do you speak Internet?

How chatbots are automating your customer experience?

kommunicate

Chatbots are not human, but they do think and respond like one. This has led chatbots to grow bigger in recent times into a platform for information exchange right after voice.

The Vital Art of Creating Memorable Messaging

Beyond Philosophy

The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Reflections on a text analytics webinar

Customercount

Discovering the exciting world of text analytics and artificial intelligence with Keatext and CustomerCount. Continue reading → The post Reflections on a text analytics webinar appeared first on CustomerCount. News Keatext text analytics

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Learning from Others – Highlights from Customer Contact Week

NICE inContact

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service and customer experience (CX).

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Best Practices for Sourcing Your Customer Success Team Internally

ClientSuccess

Blog post author Irit Eizips is an innovative, passionate customer success thought leader. As Founder and CEO of CSM Practice , she helps high-growth organizations shape and scale their teams to place customer success as a top priority.

5 Reasons Customers Love Chatbots

NICE inContact

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

Why CrazyCall is The Best Google Voice Alternative [In 2019]

CrazyCall

As a small business owner who relies on international calling, you want to find the best solution out there that will help you achieve your business goals. Fortunately or not, there is plenty of solutions that might be a good choice.

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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.

Is Handoff a Dirty Word?

Squelch

Today we’re excited to kickoff a new blog series on seamless customer experience (CX) , which refers to the principle of providing as frictionless an experience as possible for customers across every step of their journey with a company.

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May 2019 Call Handling Hero®

A Better Answer

Our May Call Handling Hero® award goes to Dena! She went beyond what was expected in handling this call in order to assist the caller. Call Handling Heroes Blog

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Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research

Serenova

The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet? Customer experience that truly differentiates is a strong competitive advantage.

Batting for the Middle Order

COPC

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

People Add Value to Business Objectives

Merchants

With youth unemployment affecting much of South Africa’s population, Merchants is celebrating the accreditation it received from the Global Impact Sourcing Coalition which mandates its members to create sustainable employment opportunities for Impact Workers: people aged between 18 and 25 years from disadvantaged backgrounds who are either first time job seekers or have been unemployed for a period of 12 months.

Make Your Voice of Customer Program Actionable

Pointillist

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback.

Merchants Leads The Way In Inclusive Employment With Global Accreditation

Merchants

With youth unemployment affecting much of South Africa’s population, Merchants is celebrating the accreditation it received from the Global Impact Sourcing Coalition which mandates its members to create sustainable employment opportunities for Impact Workers: people aged between 18 and 25 years from disadvantaged backgrounds who are either first time job seekers or have been unemployed for a period of 12 months.

Join Us for an Energetic Panel Discussion with Forrester Research

Enghouse Interactive

Webinar Date: Thursday, July 11 th 2019 @ 11:30 am (Eastern). When considering moving your contact center to the cloud, there are many questions that come into mind.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.