Contact Center Pipeline
OCTOBER 24, 2017
“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are defending against fraudulent parties trying to pretend they are your customers, you have to take authentication seriously. And yet you don’t want the identification and verification process to be a burden […].
ShepHyken
OCTOBER 24, 2017
Mikhail Naumov Discusses How AI is a Tool for Customer Service, Not a Replacement. There seems to be a lot of talk about artificial intelligence lately, but what do we really know about it? Is it anything like what we see in the movies, like computers taking over the world, or is it something else entirely? Mikhail Naumov shares in-depth what AI is and what it can do for companies when it is properly partnered with human interaction.
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VocalCom
OCTOBER 24, 2017
At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort.
aircall
OCTOBER 24, 2017
There is no symphony of music sweet enough or sequence of messages smart enough to make 20 minutes of queue time feel acceptable to your customers. In fact, two out of three will hang up the phone if a human hasn’t responded to their call within two minutes. And you don’t need me to explain the consequences of those abandoned calls. They either damage relationships with the customers you do have or prevent you from attracting new ones.
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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.
Topdown
OCTOBER 24, 2017
Last year, it was big news when OpenText™ acquired much of HP’s customer experience (CX) and content management software and then, soon after, added its customer communications management (CCM) assets, including Exstream™.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 24, 2017
It’s that time of year again, the holidays are creeping in, and before you know it frantic shoppers will be soaking up those Black Friday and Cyber Monday deals; soon enough everyone will be in shop till you drop mode. Whether you’re purchasing for your first cousin twice removed, or your Rolex wearing manager, the holiday season usually requires a great deal of customer service support.
Toister Performance Solutions
OCTOBER 24, 2017
I was recently in Watertown, South Dakota for a speaking engagement at the Watertown Convention and Visitors Bureau. Whenever I deliver a keynote presentation, I like to prepare by talking to a few people I know will be in the audience. It helps me tailor the message to the group so it becomes more relevant. This event focused on creating a service culture for the local tourism industry so I wanted to ask people how they wanted visitors to feel about the service they received.
Customer Experience Matters
OCTOBER 24, 2017
We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries. To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new of
Talkdesk
OCTOBER 24, 2017
Talkdesk is loaded with smart contact center tools that let you adapt to your customer needs in real time and improve customer relationships. We’ve already covered the cutting-edge intelligent tools that make our contact center platform an innovator as well as some differentiators that allow Talkdesk to build these tools at at unmatched pace, but what we haven’t discussed yet is how Talkdesk affects your contact center strategy.
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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
EPIC Connections
OCTOBER 24, 2017
While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift. Machines had long been the death knell of customer service – we humans were frustrated by their inaccurate speech recognition and the ultra-specific phrasings they required.
LiveChat
OCTOBER 24, 2017
When it comes to online marketing, there are always so many methods and opportunities to talk about. The game changes every day, and it is quite a challenge to keep track of everything that is going on. Yet, some things just remain there over time, like the efficiency of email marketing. Stats show that email marketing is the most effective way to attract new customers, as well as to keep the old ones loyal.
Verint
OCTOBER 24, 2017
John’s cell phone has started making a constant buzzing noise and the battery is draining quickly. An internet search brings up some information from a third party website for cell phone enthusiasts. At their advice, he uninstalls a particular app and the problem appears to be resolved. As the CEO of John’s cell phone provider, should you be satisfied with the outcome of this story?
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic … Continue reading → The post Does Your Executive Team Understand Staffing Tradeoffs?
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.
ClientSuccess
OCTOBER 24, 2017
Scenario. Many customer success leaders spend too much time acquiring information for renewal reports. These leaders spend hours or more gathering information from multiple sources, compiling the information, and analyzing it to create insights and trends. Problem. Often by the time the information is gathered it is stale and needs to be updated again.
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.
Brad Cleveland Blog
OCTOBER 24, 2017
Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic understanding of staff tradeoffs in a contact center (read: real time) environment.
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