CX Global Media

JUNE 13, 2017

It’s simple. Your agents need help with a customer, all they have to do is raise their hand. But how dumb is that in today’s omnichannel and remote agent world? Okay, just raise a flag then. That’s not much smarter. How dumb is it for your supervisors to support agents? Click to Tweet. One of my favorite projects that I worked on during my years in contact center operations was leading the development and design of a mobile help desk.

Coaching 226

Coaching Contact Center Call Center Technology 226

Callminer

JUNE 13, 2017

The simplest way to improve your interaction analytics is through specialized interaction analytics software, which analyzes data on your behalf.

Analytics 182

Analytics 182

Myra Golden Media

JUNE 13, 2017

Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi

Education 166

Education Personalization Customer Service Management 166

Convoso

JUNE 13, 2017

The topic of managing millennials is becoming an issue across nearly every major industry. However, the call center industry has been particularly affected by unmotivated and disengaged millennials. So, where do you start to fix this industry wide issue?

Call Center 154

Call Center Management 154

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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.

Contact Center Pipeline

JUNE 13, 2017

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center. But what if the cost of workforce optimization software exceeds your budget, or you don’t need the robust feature set of an enterprise solution? Now, contact centers of all sizes can […].

Marketing 100

Marketing Contact Center Enterprise Call Center 100

GetFeedback

JUNE 13, 2017

If you're to get your company's CX program off the ground, you're not alone. Here are the top challenges CX leaders face and some ways to overcome them.

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Mindtouch

JUNE 13, 2017

San Diego StartUp Week ( SDSW ) is one of the largest and most visible tech events to happen in San Diego throughout the year. What you might not have heard is that MindTouch hosted an entire day on the Developer Track here at our Galactic HQ downtown. Aside from hosting a full-day DevTrack, MindTouch also sponsored the entire week for San Diego StartUp Week.

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Taylor Reach Group

JUNE 13, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 2/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

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Contact Center Consulting Consulting Chatbots 58

Avaya

JUNE 13, 2017

My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” For most organizations, reducing complexity in customer experience for both external and internal customers is important—happy customers are loyal; they spend more, more often.

Customer Experience 56

Customer Experience Banking Big data Technology 56

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.

Customer Experience

Provide Support

JUNE 13, 2017

How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company.

Morale 55

Morale Management 55

DMG Consulting

JUNE 13, 2017

WFO’s Journey into the Future . The contact center workforce optimization (WFO) market is in transition. Companies large and small need WFO applications to optimize employee performance and to capture and analyze customer insights. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance mana

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

ClientSuccess

JUNE 13, 2017

Churn, Retention, Revenue. For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthl

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SaaS Metrics Customer retention Upselling 43

Sykes

JUNE 13, 2017

Self-Service: The New Battlefield. Gartner, an American research and advisory firm, has predicted that this year will be a tipping point when customer experience becomes more important to consumers than even products and services. Are you taking steps to embrace this new retail battlefield? Currently, 40 percent of consumers prefer self service over speaking to a person, and 70 percent now expect websites to have self service solutions available.

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Self service Business Process Outsourcing Engineering outsourcing 40

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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.

Self service

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

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Self service Contact Center Call Center Customer Service 40

Clarabridge

JUNE 13, 2017

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. This is what he had to say: Can you tell us a little bit about yourself and Dorel Juvenile?

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Benchmark APIs Sales Call Center 40

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

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Self service Contact Center Call Center Customer Service 40

Influitive

JUNE 13, 2017

As content marketers, we know that to create top-notch content, we have to know our audiences intimately—their hopes, their fears, the things that drive them absolutely nuts. Why else would we invest so much time interviewing customers, surveying them, and creating buyer personas? According to Forbes, getting right inside your customers’ minds is the key to.

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Marketing Surveys B2B Customer advocacy 40

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!

Feedback

Calabrio

JUNE 13, 2017

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

Self service 40

Self service Contact Center Call Center Customer Service 40

Sykes

JUNE 13, 2017

In my last article, I described how working from home is transforming American industry and jobs. This is no idle claim. The single largest demographic group in the US labor force is now the millennial, with very different expectations regarding the flexibility an employer should offer to their employees. In addition to changing employee expectations, there are several business and social drivers making it more attractive for employers to hire using a work at home (WAH) strategy: Most work at ho

Technology 72

Technology Interactive Voice Response Best practices Personalization 72

LiveChat

JUNE 13, 2017

As we send in few text messages now and then, we might not realize this, but we tend to use emojis more often than not. Now they are entering the world of marketing – as even subject lines of trendy product pitches consist of emojis, and nowadays you can even order a large pizza from Domino’s by simply texting them a pizza emoji! Emojis are soon touted to be essential.

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Marketing Entertainment Banking Personalization 46

Toister Performance Solutions

JUNE 13, 2017

Improving loyalty is a big reason companies survey customers. The challenge is finding ways to actually accomplish that goal. Customer service leaders tell me confidentially that analyzing survey data is a struggle. Getting leaders to take meaningful action is another tough task. There's one survey feature that can immediately improve your results. Seriously, you could implement it today and start reducing customer defections.

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Surveys Feedback Customer Service Personalization 48

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

Journey mapping

DMG Consulting

JUNE 13, 2017

Question: Our contact center and back-office operations don’t get along and don’t work well together, which is hurting the customer experience. How do we fix this? What are some ways to reverse this and foster collaboration? Answer: Customers (or members/constituents) think of an organization or company as a single entity, not as a group of independent departments.

Contact Center 48

Contact Center Customer Experience Best practices Management 48