Contact Center Pipeline
NOVEMBER 9, 2017
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. The funny thing was that, once I actually put on the […].
Call Center Weekly
NOVEMBER 9, 2017
By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Here are our questions and answers. Note, Brad’s responses have been lightly edited and condensed for clarity. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
West
NOVEMBER 9, 2017
Interactive Voice Response (IVR) is a frustrating contradiction. Customers love self-service, yet common IVR complaints lead many customers to groan as soon as they hear a machine on the other line. You know the value of your IVR. It cuts call center costs, improves self-service and provides valuable data about each and every call. You could just let the IVR keep running as is without concern about these common IVR complaints, but that isn’t going to create an experience that meshes with the des
Nexmo
NOVEMBER 9, 2017
As users increasingly rely on voice bots and personal assistants for recommendations on their buying decisions, businesses will do all they can to have their products and services listed among the suggested options. Opearlo Co-Founder/CTO Oscar Merry and I speculated on what that experience might be like for users. Watch the video of our conversation […].
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.
Customer Experience Matters
NOVEMBER 9, 2017
In a recent post, Temkin Group analyzed 10 emotions that consumers feel after completing a number of different interactions. We decided to dig deeper into one of those interactions, getting tech support for a computer. We analyzed the emotional responses across different ages of consumers after that interaction and found that: All ages of consumers are most likely to feel relieved The next most frequent emotions are happy and frustrated As you can see in the chart below: 18- to 24-year-olds: Whi
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
NOVEMBER 9, 2017
In August of 1991, two important events altered the technology field forever: The world wide web blinked into public existence. Geoffrey Moore published Crossing the Chasm—which would become the “the bible for entrepreneurial marketing” for the next 26 years. In Crossing the Chasm, Geoffrey outlined the ways disruptive technology companies could make the treacherous leap.
OrecX
NOVEMBER 9, 2017
The ability to record the calls that go through your platform is gradually shifting from being a feature to being a necessity. Whether you run a call center and you need it to monitor your agents’ activity, to comply with your countries laws, or simply to improve your services, you need a recording solution that is simple to deploy and does not affect the quality of the calls.
TRUSTID
NOVEMBER 9, 2017
How much do you value customer service? If it’s not your bank’s top business initiative, it may soon be. According to the Customers 2020: A Progress Report , customer service will soon overtake price and product as the key brand differentiator. Essentially, this tells us that while price and the products you offer matter, your brand will soon be identified by your banking experience and how you treat your customers.
Toister Performance Solutions
NOVEMBER 9, 2017
I was lucky to score an invite to Zendesk's Relate Live user conference in New York last month. This was my first software user conference, though I was assured by conference leader Sarah Stealey Reed that this wasn't an ordinary experience. The event focused on relationships first, software second. Zendesk's President of Products, Adrian McDermott, made this crystal clear when he described the convoluted process for adding a security certificate to a website.
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
Bright Pattern
NOVEMBER 9, 2017
Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the bottom line than on the customer’s face.
AnswerConnect
NOVEMBER 9, 2017
Many of our clients’ businesses are based on appointments. Whether they’re an HVAC installer or a law firm, a medical. Continue Reading → The post Online Scheduling with your Answering Service appeared first on AnswerConnect Blog.
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Customer experience is the sum of every interaction with a brand. Today’s customers expect intelligent and customized experiences want solutions right away. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.
LiveChat
NOVEMBER 9, 2017
To the novice advertiser, it might not seem like SEO and paid search ( PPC ) have a lot to do with each other. After all, PPC is all done through Google Adwords, while SEO is an all-encompassing process that takes weeks and even months to yield results. alt In reality, the two are practically made to work hand in hand. The data and insights gained from one can prove invaluable for the other.
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.
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. Customer experience is the sum of every interaction with a brand. When it comes to support and sales, customers expect intelligent and customized experiences, and they expect solutions right away.
customer sure
NOVEMBER 9, 2017
If you’re doing business in Europe, you’ve probably caught wind of a major new piece of legislation, the GDPR, landing on the 25th May 2018. And if you spend any time on the internet, you’ve probably been exposed to a wide range of views about how you need to prepare; everything from “ignore it and it’ll go away”, to “pay a consultancy firm a lot of money and it’ll go away”.
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.
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.
Talkdesk
NOVEMBER 9, 2017
This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Support agents represent the name and face of your business. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents.
Expert insights. Personalized for you.
357 
Let's personalize your content