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.

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.

When should you outsource training?

The Call Center School

Does your contact center do all of it’s training internally? Have you considered outsourcing some of it, but you're not sure if you should? Do your options seem overwhelming and you’re not sure where to start? Worried about cost?

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.

More Trending

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.

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.

The Power of Engagement

Concentrix

Learn how engaging employees with customer feedback drives business success. The post The Power of Engagement appeared first on Concentrix. Fact Sheets Resources Fact Sheet

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.

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.

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.

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.

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

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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 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

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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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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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.

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.

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 Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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.

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.

Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

TLC Associates

Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home appliance, you’re all too familiar with the reasons why. Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their revenue, some still choose to jettison quality in favor of a lower cost.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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.

5 Ways to Transform Customer Experience in Banking

kommunicate

Most banks and financial management companies compete to attract customers by offering high-interest rates, lower fees, and digital services. While these aspects vary in negligible amounts from bank to bank, how does a customer single out one?

Don’t want to write that CCM RFP? Let an AI help

Quadient

I get it. It’s summer. You’re busy. You don’t want to write that CCM RFP. Don’t

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