Contact Center Pipeline
AUGUST 20, 2019
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive. The result is a workforce […].
Toister Performance Solutions
AUGUST 20, 2019
Rapport is one of the most important customer service skills. It helps customers feel better about your service. They relax and are easier to serve because they like you. And friendly interactions help you sustain a positive outlook throughout your day. Here's how rapport is defined by the Merriam-Webster dictionary. a friendly, harmonious relationship especially : a relationship characterized by agreement, mutual understanding, or empathy that makes communication possible or easy So how exactly
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Transparent BPO
AUGUST 20, 2019
If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options. Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service.
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.
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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.
Callminer
AUGUST 20, 2019
CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CallSource Insights
AUGUST 20, 2019
Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers? Custom vanity phone numbers are a no-brainer for businesses looking to brand their business, market with an easy-to-remember phone number, and stay relevant in consumers’ memory when looking for a service you provide. Most businesses are familiar with vanity numbers, and we’ve all called vanity lines in our lifetime.
Zoom International
AUGUST 20, 2019
An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours. However, most scheduling requirements are more complex, with workload ebbing and flowing throughout the day while employees come and go on their individual shifts.
BetterXperience
AUGUST 20, 2019
I thought I was getting fired. My boss’s boss hauled me into an impromptu meeting into HR, it wasn’t me, it was my direct manager who just got canned. I was the unlucky SOB who would be stepping in an “interim” basis to take his place. I wanted no part of the job, but I said yes anyway. Against the wishes of HR, I called the guy, and he was upset but sounded more relieved, he like many managers was thrusted into management as a reward for being a great individual contributor- he had neith
24-7 InTouch
AUGUST 20, 2019
In the customer care world, tracking and understanding every customer interaction is more important than ever. These insights allow brands to correct policy or procedure issues, respond faster to inquiries and ultimately increase customer satisfaction.
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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
Call Design
AUGUST 20, 2019
This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.
Guru
AUGUST 20, 2019
Knowledge sharing can often feel like a personal pain. You’re shoulder-tapped by that new sales rep, or you get that Slack message from a customer service agent after a recent product update. And while the pain feels personal, the problem is widespread.
Call Design
AUGUST 20, 2019
We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers.
Nicereply
AUGUST 20, 2019
Customer success teams do many different things – support, education, experience, etc. – but, really, their core effort is to make sure customers get the most out of your offering. If you join a company after they’ve grown to 50-ish employees, you’ve no doubt heard about the “good old days.” Those times in the beginning when the CEO answered customer emails, everyone pulled themselves up by their bootstraps, and everything was beautiful chaos.
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.
Call Design
AUGUST 20, 2019
This change makes Call Design the sole partner in Australia supporting Aspect Software customers in the market. International workforce optimisation solutions company, Call Design, has achieved premier partner status with technology giant, Aspect Software’s workforce management solutions in the Australian market following a company-wide restructure.
Answer Dash
AUGUST 20, 2019
(The article Build Customer Trust By Avoiding These Mistakes was first published on ExperienceInvestigators.com. Re-published at AnswerDash by the permission of the original author.) Success Relies Upon Customer Trust When I ask you a question like, “What brand are you loyal to?” you are actually answering the question “What brands have earned your trust?
Call Design
AUGUST 20, 2019
We are thrilled to announce that we are hosting five workforce management network groups this September in Sydney, Melbourne and Brisbane, Auckland and Wellington. Learn about what new technology and developments are coming your way to help you solve contact centre challenges using the latest in automation and more. Network and share ideas with your industry peers.
Fonolo
AUGUST 20, 2019
Here’s a sad (but true) story: The dog days of summer are almost at an end. As customers and clientele begin to re-emerge from their sun-soaked vacations, and step firmly back into reality and back-to-school or back-to-work shopping, contact centers in the retail industry and beyond will no doubt see a sharp influx in customer inquiries, emails, messages, and phone calls.
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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.
NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems. Why does technology have an expiration date? Because software and hardware either wears out or becomes functionally obsolete.
Cyara
AUGUST 20, 2019
Customer experience IT leaders know that a well functioning, complete ecosystem of technology—from IT monitoring, defect tracking, and software development systems to IT ticketing—is key. With this ecosystem in place, companies are empowered to iterate rapidly with quality using Agile and DevOps methodologies in their CX initiatives. Cyara’s customers use a wide range of solutions to streamline their software development and operations in support of delivering better customer experiences.
NICE inContact
AUGUST 20, 2019
If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems. Why does technology have an expiration date? Because software and hardware either wears out or becomes functionally obsolete.
Jon Arnold
AUGUST 20, 2019
I attended my second Twilio SIGNAL event earlier this month in San Francisco, and as good at my first one was, this was even better. Bigger too, but also full of many updates that shows how far and wide their capabilities keep evolving. For the collaboration space, I focused on two in particular, and they are addressed in my latest No Jitter post, which is running now.
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!
bold360 Blog
AUGUST 20, 2019
Subscribe via iTunes , Spotify and more. Did you know that each year farmers lose about 35% of their production to pests including insects, weeds, and crop disease? Did you also know that increasing crop yield by just 2% would be life changing — in terms of profit for the farmer but also in terms of global food security? Yet those fields have the potential to produce 35% more.
Revation Systems
AUGUST 20, 2019
Over the last several years, telehealth services have become an efficient (and increasingly popular) way to access healthcare as today’s tech-savvy consumers are more inclined to connect with their healthcare providers through text messaging, video visits and patient web portals. Although legislation and tech adoption have helped to increase the rate of telehealth use, ensuring that those benefits reach seniors must also remain a top priority for healthcare organizations.
Alorica
AUGUST 20, 2019
Proveedor Global de Transformación Digital, Reconocido como Empleador de Elección en Guatemala por Impactar Positivamente en la Economía Local, Creando Oportunidades de Desarrollo Profesional y de Retribución a la Comunidad Alorica Inc., líder global en soluciones de servicio al cliente, celebra 10 exitosos años en Guatemala. Tras abrir sus puertas en 2009 con un sitio aún en construcción, en una.
Revation Systems
AUGUST 20, 2019
Over the last several years, telehealth services have become an efficient (and increasingly popular) way to access healthcare as today’s tech-savvy consumers are more inclined to connect with their healthcare providers through text messaging, video visits and patient web portals. Although legislation and tech adoption have helped to increase the rate of telehealth use, ensuring that those benefits reach seniors must also remain a top priority for healthcare organizations.
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
Avoxi
AUGUST 20, 2019
In an attempt to crack down on spam traffic, Chinese telecom regulators recently released tighter restrictions in regard to voice calls made to China. How does this affect you? If you make outbound calls to Chinese destinations and your traffic patterns fail to meet these new standards, your calls have a high chance of being… The post China’s New Calling Regulations appeared first on AVOXI.
Nuance
AUGUST 20, 2019
It might be surprising to know that during my time penning this blog, I received a call from “Kate about my small business loan.” It was a recording and when I called the number back, after answering a few details about myself I was routed to a call center asking me for more personal information. […] The post Stir/Shaken – Shaking things up for fraud prevention appeared first on What’s next.
Advantage Communications
AUGUST 20, 2019
Not long ago offshore contact centers were all the rage. They offered basic customer service solutions at an incredibly competitive rate, meaning companies could ensure their phone lines were answered while saving money at the same time. Things have changed in the past 10 years, however, and customers now expect a world-class customer experience (CX) from every company they interact with.
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