Wed.Jul 17, 2019

Get Over It and Move On

ShepHyken

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on!

5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. Nowadays it’s so easy to shop around and compare offerings for the best deal.

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Making AI Work in the Contact Center

Contact Center Pipeline

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.

Robocalls’ Impact on the Digital Contact Center

Taylor Reach Group

By JD Fairweather. Hello! Please, don’t hang up. This is an important message from …” Click. Click. Actually, that clicking sound referenced in the opening sentence is an exaggeration as phones no longer “click” when you hang them up.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Hotel Industry Changing Customer Service Patterns with Rise of Technology

Fonolo

Customer service has always been the lynchpin that determined success or failure in the hotel industry. Whether it’s housekeeping, restaurant and bar service, or events, members and stakeholders have always had to put customer service first to ensure the health of its bottom lines.

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Indie Campers Drives Improved Customer Experience with Talkdesk and Salesforce

Talkdesk

The longest road trip I’ve ever taken was an 11 hour trek from San Jose, California to Las Vegas, Nevada. Crossing the desert for a full day, tightly packed into a sedan did not make for a comfortable trip.

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead

Tethr

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty.

Get to the Benefits of Amazon Connect Faster with Cyara Accelerator

Cyara

Adoption of Contact Center technology in the Cloud is a trend that is well under way. According to IDC, nearly 50% of contact centers have deployed cloud-based solutions and an additional third are in the process. And, this isn’t just small contact centers.

Getting the Most from Aspect Via, Unified IP, and Advanced List Management? Meet the Coach and Find Out

Aspect

The former CEO of Google and chairman of Alphabet hated this advice the first time someone gave it to him , but now he shares it every single chance he gets : “ H ave a coach.” ” .

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How Outsourced Call Centers Make Use of AI-Powered Virtual Agents

Advantage Communications

Artificial Intelligence (AI) is a controversial subject. It often comes with a worry that workers will lose their jobs and companies will have to implement new processes and ways of operating. Artificial Intelligence

Why does Brand Perception Matter?

Ansafone

Brand perception is crucial to the success of a business because it sets the tone for future progress. In today’s dynamic world, consumers share their experiences with peers and friends. These experiences are reflected across social media channels and the whole world via the internet.

Best Call Management Software (2019)

Avoxi

Call management software is a business tool that allows your customers to get connected with the proper agents and help decrease wait times for those who call your business. There are a lot of options out there for call management systems and can be extremely overwhelming. We are here to help.

3 Ways Your Customers Can Help Your Company Turn Around a Failing Product

ClientSuccess

In the world of SaaS products, fine-tuning is a near constant endeavor. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Bright Pattern Customer and Innovative “Unicorn” Wins Excellence in Customer Experience Award

Bright Pattern

Klook is a start-up disrupting the travel industry. Now valued at over $1 billion and supported by some of the world’s largest investment firms, the company wanted to provide the most effortless and personal support to traveling customers regardless of channel, locations, device, or language

Empowering agility through AI-based Voice of the Customer programs

Eptica

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Published on: July 17, 2019.

See the Future of CX: How to Listen, Interpret, Act, and Monitor Like a Leader

ForeSee

Forrester’s Faith Adams explains top CX trends and how leaders apply VoC across the enterprise “There’s so much opportunity in this space.” That’s how Faith Adams begins her presentation, “The. CX Best Practices CX Strategy ROI of CX

How to Handle Online Customer Queries Efficiently

CSM Magazine

As a local business, one of the hardest things to keep on top of is providing good customer service through a website. Ultimately, businesses lose clients because they can’t provide support or pre-sales answers promptly. Customers quickly get bored of waiting and look elsewhere for their needs.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Growing the Tech Community in Our Backyard

Stratifyd

Estimated reading time: 2 minutes. As a growing startup deeply rooted into the city of Charlotte, NC, Stratifyd is committed to leveraging partnerships for benefit of the local tech community.

Best Practices: Engaging Remote Contact Center Agents

5CA

As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years ago and haven’t looked back. Customer Support Work From Home

Going Mobile: Building a Remote Workforce

NICE inContact

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go. Stream our recent webinar , in which Jill reveals the game-changers that make Frontline Group’s remote workforce a success.

New Podcast with 8x8 - How Collaboration is Transforming Business

Jon Arnold

I just finished doing another podcast recording with UK-based EM360 , this time with Mayur Pitamber of 8x8. We covered a wide range of topics around how collaboration technologies are transforming business, both in the office and the contact center.

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.

Impact of Customer Experience on Churn and Retention

Call Experts

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line.

Roper St. Francis Healthcare Improves Patient Experience through Real-Time Data

Revation Systems

The Challenge. R oper St. Francis Healthcare, located in Charleston, South Carolina, cares for Lowcountry families along the South Carolina coast with a mission of healing all people with compassion, faith and excellence.

Accelerate Your Digital Transformation

Concentrix

Learn how to turn digital transformation hype into reality without jeopardizing your brand. The post Accelerate Your Digital Transformation appeared first on Concentrix. Thought Leadership Resources

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Give your real estate business an edge with SMS Bot

JustCall

In real estate, simply generating leads is just not enough. It is important to analyze the quality of these leads and build relationships with them. It is important to recognize each and every lead as a customer.

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.