Thu.Jan 23, 2020

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

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The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

Lead Generation World:  A Q&A with CEO & Founder Michael Ferree

Convoso

We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What is Customer Value and How to Create It

ProProfs Blog

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. .

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Improve Customer Focus with Whole Company Support

Toister Performance Solutions

Imagine contacting customer service and getting connected with the CEO. That's a real possibility if you reach out to customer service software provider, Help Scout. CEO Nick Francis is one of many employees outside the customer support department who regularly answer customer emails and chats.

Announcing the first winner of the #LoveLocal grant

FiveStars

We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back.

3 Things Companies Can Learn from “Love It or List It” to Create a Better Employee Experience

Nuance

I’ll admit, I’m a big fan of HGTV’s “Love It or List It.” It’s got something for everyone: drama, architecture, design, interpersonal conflict, suspense… what’s not to love?! But more than that, it explores the various considerations at play when people make important decisions.

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Capture Knowledge From Your Inbox With Guru’s G Suite Add-On

Guru

The modern inbox is the center of work, containing everything from one-off questions to meeting invitations to team-wide announcements.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Live chat support best practices

TELUS International

Customer Service Channels

Add a Business Phone Line for Strong Customer Support

VirtualPBX

It’s possible that, as your small business support services have grown, your platforms have remained limited to online chat. You need to add a business phone line to prop up that online presence.

5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center

SharpenCX

Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work.

Why Building a Community Is Crucial for Your Brand

LiveChat

Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items?

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

To Sell is To serve and To Serve is to Sell

LiveVox

To Sell is To serve and To Serve is to Sell How we interact with businesses have changed. In a digital-first buy cycle, contact centers have become a critical determinant of customer experience and value creation. Consumer interactions have become a prime stage to upsell and make product promotions.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

5 Challenges Your Contact Center Could Be Facing In 2020

Spearline

One of the most difficult environments to work in, contact centers can be more than challenging for managers and agents. Between trying to maintain positive support to frustrated customers, budget cuts, technical issues and more, it can sometimes be testing.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

3 Things Companies Can Learn from “Love It or List It” to Create a Better Employee Experience

Nuance

I’ll admit, I’m a big fan of HGTV’s “Love It or List It.” It’s got something for everyone: drama, architecture, design, interpersonal conflict, suspense… what’s not to love?! But more than that, it explores the various considerations at play when people make important decisions.

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LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020

ClientSuccess

. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

The Importance of Call Center Leadership for Workforce Management

ChaseData

Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money.

3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

2019 CX Retrospective: The Year of Value Metrics

Mindtouch

What a close to the decade! Is it fair to say that the 2010s were the decade of the customer? We certainly think so. Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers.

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[Webinar] Going Beyond Channels: The Importance of Delivering Omnichannel Experiences?

Aspect

A few weeks ago , I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t t hese charges included a $1.00 charge at a gas station more than 100 miles from where I was.

Don’t Put All Your Eggs in One Basket.

Ann Michaels and Associates

Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification.

What Every Executive Should Know about Customer Service Outsourcing

Working Solutions

In an era of instant communications that span a dizzying variety of consumer technologies—from Instagram and live chat to email and good, old-fashioned voicemail—it’s become a major challenge to maintain proactive and effective service that can engage every customer and prospect at every place they congregate. As we explored in a recent post about disruptive […]. Call Center Outsourcing on demand contact center

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.

Why Building a Community Is Crucial for Your Brand

LiveChat

Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items? I think about the brands behind them. It doesn’t matter if you sell a physical product, service, or software.

Quality Standards: As many as you need, but as few as possible

Brad Cleveland

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible.