CX Global Media
MAY 25, 2017
Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. Being unstable can mean different things. You may think about stability in operation and function. You may think about stability in a long-term brand.
Convoso
MAY 25, 2017
Are your outbound sales team efforts optimized for productivity? If it took you some time to think it through.then odds are your team isn't working up to their full potential because they're lacking in key areas. See just how successful your outbound sales team is by taking our free quiz below – and receive personalized insight into how and what you can do to improve your outbound sales efforts.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MAY 25, 2017
Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the concept of best practices, and dig deeper into the big “Why”: Why is it that some enterprises continue to shine year after year while most others never get there? The answer […].
Kayako
MAY 25, 2017
When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.
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.
CustomerGauge
MAY 25, 2017
Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Eptica
MAY 25, 2017
Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels.
Up Your Service
MAY 25, 2017
This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. To achieve long-term culture change and service improvement goals, you must build a solid foundation of continuous service improvement. You can do this by growing your people through Service Education and creating a strong Service Improvement Process.
Knoah
MAY 25, 2017
More electronic products call for more support solutions. The typical American begins his or her day by checking a mobile phone. After that, people may turn on the TV, fire up their laptop and strap on a wearable device. Electronic products are everywhere, and the companies that manufacturer tech goods and supply digital services need to be ready for an increasing number of consumer questions – especially as queries become more technical.
Influitive
MAY 25, 2017
This post is part of a series on the evolution of developer relations, evangelism and advocacy as a marketing and community-building function. Click here to read the first blog in the series, An Introduction To Developer Relations: What It Is And Why You Need It. When I joined Constant Contact in 2013, developer relations programs.
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
Jon Arnold
MAY 25, 2017
This my third U.S. conference this month, and I'm speaking at two others back home in Toronto, so am now at that saturation point where everything is a big blur. However, I got to the airport early, found a quiet spot, and wanted to get a quick post out while I'm still in the moment. I just want to share some high level thoughts here, and will have a more considered analysis next week, and hopefully you'll stay with me for that.
Altivon
MAY 25, 2017
Congratulations to our partner Genesys for achieving a leader position in the Gartner Magic Quadrant for the 9th year in a row! For the ninth year, Genesys is honored to be positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. The 2017 Magic Quadrant provides Gartner’s annual analysis of the contact center infrastructure vendors.
Talkdesk
MAY 25, 2017
In the spirit of enhancing our product’s usability and encouraging ongoing product education, we’re happy to announce Talkdesk Academy , a free resource for Talkdesk users of all experience levels and roles. Talkdesk Academy is open to agents, supervisors and admins, offering an initial training for each persona. These courses have been hand-crafted by our support team and are ideal for training new team members, offering them a chance to get up to speed on our tools before they begin using the
Uniphore
MAY 25, 2017
Helping customers to help themselves. Virtual Customer Assistants or Chatbots offer organizations a new dimension in customer service – but not all virtual customer assistants are created equal. 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.
Verint
MAY 25, 2017
Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when … Continue reading → The post Perspective on First-Contact Resolution appeared first on Brad Cleveland.
Toister Performance Solutions
MAY 25, 2017
Customer are constantly getting pummeled with survey requests. We get them via email. They pop up when we visit a website. The auto mechanic pulls us aside after an oil change and begs us for a 10. A 2016 study from Interaction Metrics found that more than 80 percent of America's top retailers offered a customer survey on purchase receipts. The study also found that most surveys were total garbage.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
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.
Brad Cleveland Blog
MAY 25, 2017
First-contact resolution (FCR) is a popular performance measure in customer contact centers. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (repeat contacts, rework, etc.) when issues are not fully resolved. However, despite clear benefits, FCR must be implemented carefully.
Expert insights. Personalized for you.
185 
Let's personalize your content