Contact Center Pipeline
MAY 11, 2017
High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion and ever-increasing customer expectations in recent years, agent turnover remains the toughest nut to crack. As Pipeline readers may recall from the Contact Center Challenges & Priorities for 2017 survey findings […].
Kayako
MAY 11, 2017
This is a guest post from our friends over at FieldBoom. Josh Brown will walk you through ways to analyze your customers and their needs. Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service.
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aircall
MAY 11, 2017
A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work?
Toister Performance Solutions
MAY 11, 2017
The airline passenger was angry about missing her flight. It was her fault. She had been sitting at the bar a short distance from the gate and lost track of time. Those things happen in Las Vegas. Our emotions often rise up to protect our ego, so she looked for someone to blame. The first gate agent she talked to explained the airline's boarding policies and maintained that he had made several boarding announcements.
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!
aircall
MAY 11, 2017
A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. A collaborative phone solution is a phone setup which unifies communication (both internal and external) across your whole team and your various business tools. How does a collaborative phone solution work?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Uniphore
MAY 11, 2017
While focusing on the customer experience today is required, the multitude of touchpoints involved makes it increasingly difficult to keep customers happy all the time, which is necessary if you are to build brand loyalty. Read More.
REVE Systems
MAY 11, 2017
VoIP industry is passing through a revolutionary time and it is extremely glittering to the tech blessed modern world. A study shows that the global Mobile VoIP market is expected to reach USD 145.76 billion which is up to 28% by 2024! Now days many young entrepreneurs are getting into VoIP business with huge interest. At the first hand it’s hard for them to understand the meaning of each technical VoIP terms like Softswitch, carrier, dialer, VoIP billing etc.
COPC
MAY 11, 2017
Featured Event: May 22-25, 2017. CX17, Indianapolis, IN. Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events, and opportunities to talk with product experts, peers and thought leaders in the customer experience industry. Kathleen will be sharing highlights from the most recent consumer and corporate reports released within the Customer Experience Management Benchmark
Jon Arnold
MAY 11, 2017
Last week, I was in Montreal for this event, and wearing my UC Expert hat , I wrote up my thoughts for UCStrategies. The post is running now on the portal , and I hope you find it a good read. As always, sharing and comments are welcome.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Verint
MAY 11, 2017
In my last blog , I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and increasing amounts of feedback consumers are being asked for.
Brad Cleveland Blog
MAY 11, 2017
The post The Problem with Daily Averages (and the Solution) appeared first on Brad Cleveland.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
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