Contact Center Pipeline
FEBRUARY 16, 2017
The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel approach to engaging their customers. For both business-to-business and business-to-consumer driven organizations, these channels include contact centers, email, chat, social media, web and text.
Calabrio
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.
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Vonage
FEBRUARY 16, 2017
Who are the right employees to hire for customer-facing positions? You’ll be most successful if you select your customer-facing team based on the following psychological traits , even before you start thinking about the specific skill set you’re looking for. The crucial customer-centric traits are contained in my acronym “WETCO.” (Goofy but effective suggestion: You’ll never forget this if you picture a wet dog standing outside the PETCO superstore.).
CX Journey
FEBRUARY 16, 2017
Image courtesy of jackbonner Today I'm pleased to share a guest post by Paul Laughlin. Two books I enjoyed over the Christmas period have prompted me to reflect on being a Mindful Leader. By that slightly odd term I mean a leader making use of mindfulness principles to improve their effectiveness. The two books I referenced are: Mindfulness and Christian Spirituality by Tim Stead and Contact and Context: New Directions in Gestalt Coaching by Ty Francis & Malcolm Parlett.
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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
Mindtouch
FEBRUARY 16, 2017
In the previous installment of this series , we detailed how merchants and stores had to scale up to keep up with the demand of growing populations, and how that scale came at the expense of individualized service to the customer. The customer relationship with the purveyor of goods and services eroded, and the customer experience was adversely affected.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PanTerra
FEBRUARY 16, 2017
The Cloud PBX technology behind PanTerra’s VoIP/Unified Communications, empowers users to take advantage of cutting-edge features. Most law firms across the country have begun embracing the Virtual PBX migration. Not surprisingly, the early adopters have been able to use VoIP features to deliver true, tangible benefits to their firms. Unified Communication gives law firms the ability to quickly and securely share confidential documents with clients in a HIPAA/Hitech Compliant portal.
Calabrio
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.
ForeSee
FEBRUARY 16, 2017
A version of this article originally appeared on LinkedIn. Every year ForeSee hosts an amazing customer experience (CX) event, Connect: The ForeSee Summit. And, every year we also have amazing. The post 5 tips for gaining approval to attend ForeSee Summit appeared first on ForeSee.
Calabrio
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.
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!
Talkdesk
FEBRUARY 16, 2017
Choosing a call center software solution is a big decision. Every company wants to offer outstanding experiences during sales and service conversations and the right call center software is a huge part of that strategy. Sometimes companies make the right decision the first time and sometimes they have to re-evaluate their choice and go in another direction.
CSM Magazine
FEBRUARY 16, 2017
A leader is best when people barely know he exists, when his work is done, his aim fulfilled, they will say: we did it ourselves. ~ Lao Tzu. Most people understand there is a difference between managers and leaders. However, when asked specifically what those differences are, it becomes a discussion of qualitative, ethereal qualities, often centering on “Managers are trained; leaders are born.
Brad Cleveland Blog
FEBRUARY 16, 2017
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I … Continue reading → The post Social Customer Care: Listen, Learn, and Dialogue appeared first on Brad Cleveland.
Verint
FEBRUARY 16, 2017
How committed are you to engaging with customers? Leading organizations share a commitment to engaging with customers—capturing their feedback across all channels and then tailoring their omnichannel approach to their customers’ individual needs and preferences.
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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.
Brad Cleveland Blog
FEBRUARY 16, 2017
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.
Kayako
FEBRUARY 16, 2017
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team.
Brad Cleveland Blog
FEBRUARY 16, 2017
Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.
Influitive
FEBRUARY 16, 2017
In the hyper-competitive world of SaaS products, building relationships with your existing customers is just as important as acquiring new ones—if not more so, since your customers can easily jump from one product to the next if they aren’t satisfied. However, many B2B companies remain focused on aggressive sales tactics rather than creating a more.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
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