Thu.Jun 06, 2019

Cautious Optimism… Taking Ownership of Communication

Contact Center Pipeline

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day.

Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.

Making the Most of the Customer Renewal Process

Totango

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like.

Lose The Fear Of Facial Recognition If You Want CX Improvement

Beyond Philosophy

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

Data breach can open door to fraud in the medical community

TRUSTID

Quest Diagnostics’ recent announcement that the personal information of nearly 12 million customers has been compromised can be added to the long list of massive data breaches we’ve seen over the past few years.

More Trending

Dynamic Call Routing With ACD Queues on VirtualPBX Advanced

VirtualPBX

Midsize and large business are labeled as such because of their product output and number of employees. They could also be labeled that way because of their inbound call volume, which is why we offer dynamic call routing through ACD Queues on our VirtualPBX Advanced plan.

Automate Hotel Telephony to Improve the Customer Experience

Noble Systems

With the resurgence of the American travel industry, the customer experience provided by travel agencies and hotels is just as important as it has ever been.

Increasing Parent Engagement with FreshGrade Next

FreshGrade

We are pleased to announce some very exciting updates coming soon to FreshGrade. These updates include easy workflows, an improved gradebook, new parent and student functionality, and so much more!

Why Customer Service is Always Running Late

Toister Performance Solutions

This wasn't a bucket list item, but it was close. My favorite winery in Napa was hosting an exclusive winemaker dinner, with another party the following day. My wife, Sally, and I love this winery and it sounded like an amazing weekend.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Newsletter Time - June Issue and New Podcast

Jon Arnold

If you subscribe to my newsletter, you should have it by now, as distribution happened earlier today. Aside from my regular mix of updates and what I’m seeing in the market, we have a new podcast to share.

Why Complexity Is Killing Your Customer Experience

COPC

It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the vast majority of people agree with it.

Analytics and Jeopardy: Changing the game

Nuance

Although James Holzhauer fell short of dethroning Ken Jennings, who many consider the Jeopardy GOAT (greatest of all time), winning slightly over $2.5 million in a 74-episode span, he managed to turn the game on its heels winning just $60K shy of the all-time record in only 32 appearances.

Building your tech company's customer support toolset for scale

TELUS International

Next-Gen Technology

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Best 0800 Number Providers in Romania

Avoxi

Looking to expand your business in Romania, but you're not sure where to start? Getting an 0800 number in Romania can help you expand your global presence and greatly expand the reach of your business. In this post, we will review some of the best 0800 number providers in Romania.

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Customer Service Isn’t Dead: How to do it Right & Companies Already There

Comm100

Customer success: listen and learn

Nuance

For nearly 20 years, Net Promoter Score (NPS®) has been the hallmark of measuring the customer experience journey. Because cultivating a sustainable business means you must cultivate loyal customers.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX

Serenova

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

How to Provide a Great Experience for Your Conference Guests

CSM Magazine

Paying conference guests often have high expectations and rightly so. When delegates pay to attend an event, they naturally want to gain a return on their investment and have a great customer experience.

CustomerCount teams with Noble Systems

Customercount

CustomerCount announces the integration of Noble Gamification solutions into the CustomerCount Feedback system. Continue reading → The post CustomerCount teams with Noble Systems appeared first on CustomerCount. Press Releases gamification Noble Systems

On-Premise vs Cloud-Based Call Center Software

ChaseData

It seems that every business owner and information technology specialist has their head in the clouds these days, doesn’t it? Well, perhaps not. But if you listen to conversations about where they do most of their computing and file storage, it might sound that way.

Behind the Curtain: Demystifying AI and NLP [Live Discussion]

Fonolo

Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

As Telemedicine Ramps Up, Hospitals Need to Keep Language Access in Mind

Certified Languages International

In order for Medicare to cover telemedicine services, certain conditions must be met. One of those conditions limits the locations in which a patient may receive care. As of now, if a patient would like to be seen by his or her provider through videoconferencing technology, the patient must travel to an eligible facility, often called an “originating site.”

SmartBrief Article: Managing the Virtual Workforce

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […]. Call Center Outsourcing

What the Non-Techie Needs to Know about VRI

Certified Languages International

There’s a scene in the British sitcom IT Crowd where Jen, the IT department manager, is asked what “IT” stands for during an interview. She fumbles, struggles, tries to change the subject, even excuses herself for a moment, but ultimately cannot answer it. While funny because she’s an IT manager, I think we can relate — to some degree, we’re all Jen. Technology in the workplace can be perplexing.

What Leaders Need to Manage Modern, Mobile Workforces

Working Solutions

After 23 year in contact center outsourcing, Kim Houlne, founder and chief executive of Working Solutions, knows the ins and outs of leading an on-demand, out-of-the-office workforce. Her advice is sound for businesses with work-from-home employees or for those using remote, independent contractors. The same, good-sense guidelines apply for getting the best out of workers […]. Call Center Outsourcing

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Creative Qualitative Research: “You Want My Respondents to Do WHAT?”

Maru/Matchbox

I can remember the conversation like it was yesterday. It’s one of those memorable moments you’ll likely never forget. My client looked at me, astonished and said, “ You want to do what with my respondents?!” The incredulous tone in her voice was enough to make me question myself, but only for a brief moment. I’ll admit, I say some really off the wall things.

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Credit, Debit, or Tap-to-Pay: The Digitalization of Currency and the Effect on CX

Stratifyd

Estimated reading time: 5 minutes. Most young adults associate the first of the month with three things: Pay day, bills, and rent (as many of us can’t afford to buy a home ). I pay my bills through Venmo. I haven’t stepped foot in a physical bank in three years and I've never owned a checkbook. The moral of the story is: We've stumbled onto a new era of peer-to-peer payments, virtual credit cards, and branchless banks , with no signs of turning back.

Creative Qualitative Research: “You Want My Respondents to Do WHAT?”

Maru/Matchbox

I can remember the conversation like it was yesterday. It’s one of those memorable moments you’ll likely never forget. My client looked at me, astonished and said, “ You want to do what with my respondents?!” The incredulous tone in her voice was enough to make me question myself, but only for a brief moment. I’ll admit, I say some really off the wall things.

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