Contact Center Pipeline
MARCH 1, 2018
As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no longer enough to coax talented agents to stay, so forward-thinking companies have been looking for other ways to make their organization more attractive to today’s workforce. The following are three proven […].
Customer Guru
MARCH 1, 2018
At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.
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Amity
MARCH 1, 2018
For those of you who might be new to this, NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments. Not only does it indicate how loyal your customers are, it also helps you gauge the entire company’s customer centricity.
Customer Guru
MARCH 1, 2018
At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.
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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.
Fonolo
MARCH 1, 2018
Some people tend to go through life without making changes to their appearance. Others frequently change their look to reflect current trends or change with the seasons; women sometimes go from long hair to short, men often grow a beard. Regardless of the change, even minor improvements can have a dramatic impact. Let’s apply the same concept to the contact center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Up Your Service
MARCH 1, 2018
There are 5 reasons, all perfectly aligned. 1. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world. 2. Uplift Service Providers. Provide insights and activities that build pride and improve internal service. 3. Uplift Company Culture. Create an environment that educates, engages, and encourages every employee to step and deliver better service results. 4.
UJET
MARCH 1, 2018
Happier agents mean happier customers—and since that's the goal of your contact center, making it a more fun place to work can only benefit everyone involved. Utilizing the right strategies to improve the convenience and comfort of working at your facility will create happier agents who are more likely to stay with your business long-term, provide better customer service for your customers, and create a cheerful working environment.
GetFeedback
MARCH 1, 2018
NPS, CSAT or CES? Which metric should you use to measure customer satisfaction? Here's a quick guide to give you the pros and cons of each.
NICE inContact
MARCH 1, 2018
As a regional AAA (American Automobile Association) club serving nine counties in Central Pennsylvania, AAA Central Penn faces significant day-to-day challenges. A 50-member team handles 500 – 700 member interactions every day, with recurring seasonal spikes throughout the year. Agents need to be able not only to respond quickly to spikes in volume, but also to move effortlessly between helping members with emergency roadside assistance, travel reservations and membership renewals.
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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
ijgolding
MARCH 1, 2018
It is very likely you have read various articles over the last few years describing how the UK’s communication service providers are struggling to cope with constant market change. Additionally, global customer experience benchmarking studies confirm that communication providers are lagging well behind companies in other industries. Stratmetrix.com are conducting a study in the UK, seeking to understand which telecommunication service providers explicitly have which customer experience iss
TRUSTID
MARCH 1, 2018
As much as contact centers strive to be proactive in securing their telephone environments, many remain stuck in reactive mode. Protecting your telephone channel from fraud and other unwanted attacks is no easy task. Today’s social engineers are smart, sophisticated and highly innovative. Their schemes are constantly changing to evade detection against even the most advanced fraud detection solutions. .
Toister Performance Solutions
MARCH 1, 2018
Walk into a grocery store early on a Friday evening and you'll encounter chaos. There are lines several people deep for each checkout lane. People waiting in line spill into the aisles, making it difficult to navigate around the store. The trip seems to take forever just to pick up a few items for dinner that night. Checking out or checking in is often the worse part of the customer experience.
Mindtouch
MARCH 1, 2018
We like to talk about support and customer self-service here on the MindTouch blog. A lot. But we also recognize that the economic health of any company very much depends on a sales team that can close deals. Often, this requires a fine-tuned product content strategy. To propel prospective customers from the product validation phase through the purchasing phase and beyond, agents (sales and support) need tools that help them deliver the right product content at just the right moment.
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.
TRUSTID
MARCH 1, 2018
As much as contact centers strive to be proactive in securing their telephone environments, many remain stuck in reactive mode. Protecting your telephone channel from fraud and other unwanted attacks is no easy task. Today’s social engineers are smart, sophisticated and highly innovative. Their schemes are constantly changing to evade detection against even the most advanced fraud detection solutions. .
Nexmo
MARCH 1, 2018
As the international telecom market experiences significant change, what are the important criteria for enterprises to consider when selecting a provider for their messaging and voice communications channels? CTO of HOT TELECOM Steve Heap and Nexmo Director of Strategic Carrier Relations David Vigar share some pointers in this Communications in Context video segment.
Bright Pattern
MARCH 1, 2018
On Tuesday, the Bright Pattern welcomed Brian Hays to the team as the Senior VP of Global Sales. As a long time industry vet, working at Genesys for 18 years, he has a wealth of industry knowledge which we thought we would bring to you in an exclusive Q&A with Brian.
Up Your Service
MARCH 1, 2018
We often hear leaders say they want their companies to provide consistency in service delivery. Everyone providing the same service, the same way, with reliable people who consistently follow procedures that can be planned, tracked, and improved. We have a different point of view. Especially if your customers are not exactly the same, across various geographies, ages, levels of experience, or other interests.
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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.
Verint
MARCH 1, 2018
In my new blog for Customer Think , I discuss how the impact of the back office should not be underestimated when discussing the customer experience. Have you ever had an incorrect bill? Then you get it. For many organizations, it’s easier to justify investing in contact center innovation—after all, those employees are the face of the company to the customer, right?
Up Your Service
MARCH 1, 2018
We often hear leaders say they want their companies to provide consistency in service delivery. Everyone providing the same service, the same way, with reliable people who consistently follow procedures that can be planned, tracked, and improved. We have a different point of view. Especially if your customers are not exactly the same, across various geographies, ages, levels of experience, or other interests.
Arbeit
MARCH 1, 2018
Alex and Spencer discuss the very first event tailored for agents!
Up Your Service
MARCH 1, 2018
Service is taking action to create value for someone else. What kind of value will your service create? The Four Categories of Value gives us a useful framework to answer this essential question. First: Primary Product , including design, materials, craftsmanship, features, price, ability to customize and connect. Primary Product can also be a service.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Up Your Service
MARCH 1, 2018
When you are creating brand awareness, invest in marketing. But remember that the service promises you market must be backed up by a great service experience. Some say nothing is worse than marketing, creating demand, and then not delivering a great product. But you can fix that by releasing a better product. Worse is to market, provide a good product, but deliver bad service.
Call Center Weekly
MARCH 1, 2018
By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! And another thing that is generally true is that your team members may not tell you they suck. Why? Because they crave the time off the phones! At the beginning of my contact center career I lived through some awful team meetings.
Up Your Service
MARCH 1, 2018
There are 5 reasons, all perfectly aligned. 1. Uplift Customer Experience. The book is filled with principles and practices that really work, ideas, illustrations, and examples from all over the world. 2. Uplift Service Providers. Provide insights and activities that build pride and improve internal service. 3. Uplift Company Culture. Create an environment that educates, engages, and encourages every employee to step and deliver better service results. 4.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
PeopleMetrics
MARCH 1, 2018
Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they're not seeing the whole picture. In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.
Comm100
MARCH 1, 2018
Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You know what you need, and you know what it should do, but you’re not sure if you can find it in the hardware section or the plumbing section… or maybe it’s in electrical?! You obviously need some help. We’ve all experienced it, often more than once.
Contact Center Geek
MARCH 1, 2018
This article originally appeared on CallCenter Weekly. Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! And another thing that is generally true is that your team members may not tell you they suck. Why? Because they crave the time off the phones!
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