Beyond Philosophy
MAY 15, 2017
According to a recent Bloomberg report, “ Wall Street Has Found Its Next Big Short in U.S. Credit Market ,” US malls may close down sooner than later. We know that shopping habits are changing, and more consumers are spending money online. With massive overheads and infrastructure maintenance, physical stores are finding it hard to keep their heads above water.
ShepHyken
MAY 15, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture.
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Steve DiGioia
MAY 15, 2017
…I have too much respect for you to do that This original article was written by Steve DiGioia. Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog. In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.
CX Global Media
MAY 15, 2017
The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference.
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aircall
MAY 15, 2017
With the emergence of the subscription economy and in particular in the SaaS industry, we have come to distinguish 2 main business activities that contribute to the growth of a company: Hunting and Farming. The purpose of Hunting is to go out in the world, identify potential customers and close deals – this is the main mission and purpose of the Sales team.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CafeX
MAY 15, 2017
Many of my conversations with customers and partners start by them saying something like: “We want to enable chat on our website.”. My responses to this are always: 1) “OK. Why?” 2) “What problem(s) are you trying to solve or opportunity are you trying to capture?” 3) “And will live web chat alone provide the solution(s)?”.
Influitive
MAY 15, 2017
As a B2B content marketer, you’re under a lot of pressure. It’s harder to get prospects’ attention with the sheer volume of content that’s out there. You’re expected to create tons of new and exciting content—often all by yourself (or with limited resources). Plus, increasingly globalized audiences mean that you have to produce even more.
VocalCom
MAY 15, 2017
Time plays a key role in customer service. Customers seek meaningful yet quick responses, while companies need to deliver quality experiences while avoiding long and costly service interactions. For this reason, average handling time, or AHT, is often considered an important metric to measure in the contact center, as agents strive to offer great customer service while keeping their interactions as short as possible.
DMG Consulting
MAY 15, 2017
Question: Can virtual queuing be used as a method to manage call volume with a smaller complement of staff? Answer: Virtual queuing is a queue management application. During peak periods of high volume and extended wait times, the application advises callers of the approximate wait time and provides options to wait in queue for the next available agent, or drop off and receive an immediate or scheduled callback.
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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
ForeSee
MAY 15, 2017
While congratulations to those that ranked high in the latest J.D. Power U.S. Retail Banking Satisfaction Study (list below) is in order, the challenge for these banks (as well as. The post What leading retail banks must do to maintain high satisfaction appeared first on ForeSee.
DMG Consulting
MAY 15, 2017
Tips and Techniques from the Gamification PlayBook . Having just wrapped up our research for the 2017 Gamification Product and Market Report, DMG Consulting is happy to report that gamification is alive (and thriving) in contact centers. The staying power of gamification, however, is not happenstance. Gamification methodology is rooted in the principles of behavioral science: motivation, reinforcement, reward and behavior modification.
Jon Arnold
MAY 15, 2017
That's the title of my latest Rethinking Communications column for TMC's flagship publication, Internet Telephony magazine. I've been writing this column for a few years now, but you haven't heard from me about it for some time. The reason is that at the start of 2017, the magazine cut back its publishing cycle from monthly to quarterly, reflecting the broader trend of reduced print readership.
Uniphore
MAY 15, 2017
Major Release Version 9.0. Learn about the updates to Jacada Intelligent Assistant. Version 9.0. Read More.
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.
Amity
MAY 15, 2017
Customer Success seems to be the new “it” job in SaaS. From new grads to established professionals with various backgrounds, there’s a growing interest in how to get into Customer Success. Not only can it be difficult to enter the industry, it’s also challenging to have a clear idea of what your career path should look like. We asked 10 Customer Success Leaders who’ve built and managed thriving Customer Success organizations “ How did you get started in Custom
SharpenCX
MAY 15, 2017
Even though we haven’t always talked about the concept of customer experience, it has always been a crucial element of business.Whether to you customer experience (CX) represents an overused buzzword or a competitive battlefield, it has existed—and has mattered—for as long as customers have.Going back to the days before call centers, the customer experience was [.].
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