Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation. But they share another challenge, namely balancing that drive to be leading-edge with the need to remain relevant and accessible to the organizations who aren’t quite there yet.

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Contact Center Technology Contact center software Self service 60

NICE inContact

SEPTEMBER 5, 2019

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center leaders feel a little unsure of when, where or why to implement AI in their call center operations.

Customer Care 55

Customer Care Contact center software call center software Benchmark 55

Fonolo

SEPTEMBER 5, 2019

People like shiny new things. The same cannot always be said about pesky new software updates and releases to the platforms and apps that have become fixtures in both our personal and professional lives. Good-natured developers and designers may have the best of intentions, arguing that their changes take us to a new, higher state of being where everything and everyone is better.

Call Center 57

Call Center Self service Customer effort Customer Service 57

Contact Center Pipeline

SEPTEMBER 5, 2019

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian. It makes me think of the important […].

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Contact Center Call Center 133

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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.

ProProfs Blog

SEPTEMBER 5, 2019

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular? Well, it is easy to use and business owners don’t require professional skills to set up their website on the popular CMS platform. But no matter how much ease it brings to a business owner, there are a few goals that everyone wishes to meet.

Customer Service 84

Customer Service Personalization Accountability Customer Support 84

Customercount

SEPTEMBER 5, 2019

We catch up with CustomerCount WRAP partner John Locher, the ideal professional to educate our marketplace about the feedback and survey tools we provide. Continue reading → The post John Locher – WRAP partner and timeshare Olympian appeared first on CustomerCount.

Education 75

Education Surveys Feedback 75

Interactions

SEPTEMBER 5, 2019

By early 2020, companies plan to more than double their adoption of Intelligent Virtual Assistants (IVA). The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. To build or to buy? When your business begins discussions on whether to build it yourself or buy a solution from a vendor, it’s important to consider the advantages and disadvantages of each.

Customer Care 69

Customer Care Technology Customer Experience Marketing 69

Totango

SEPTEMBER 5, 2019

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives. An acquaintance, on the other hand, is someone you might only encounter occasionally when your paths cross. In business, customers should be more like friends than acquaintances.

Enterprise 68

Enterprise Metrics Personalization Customer Experience 68

SharpenCX

SEPTEMBER 5, 2019

It’s rare in our lives that we make big purchases that tie us to long commitments. If you buy a pair of jeans and later decide you don’t like the fit, it’s not hard to resell them, return them, or. Read More. The post Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform appeared first on Sharpen Contact Center Software.

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Cloud contact Contact Center Contact center software 64

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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

Surveys

TRUSTID

SEPTEMBER 5, 2019

Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel? If you still rely on knowledge-based authentication (KBA) solutions to validate callers, then you are spending too much time and money putting your good customers through unnecessary identity interrogations. In today’s contact center environment, KBA methods are unreliable for identifying callers, can result in false positives, and negatively impact the goodwill of your profitable

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Call Center Contact Center Banking Accountability 66

teleopti

SEPTEMBER 5, 2019

IT professionals are easy to please so why is life so complicated? Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. IT professionals are easy to please. When it comes to WFM, they just want four things: peace of mind ie that everything is secure and they are working with a technology partner they can trust; an easy user experience because they don’t want to spend huge amounts of time supporting WFM user

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outsourcing Morale Big data Consulting 64

Customercount

SEPTEMBER 5, 2019

CustomerCount is mindful of data privacy when collecting and securing data. The case against Google and YouTube shows we all need to follow the regulations. Continue reading → The post The importance of enforcing data privacy regulations appeared first on CustomerCount.

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Guru

SEPTEMBER 5, 2019

When Slack’s Customer Experience team first started using Guru in 2016, the goal was to manage their team’s internal knowledge so their Customer Experience Agents could answer customer questions quickly and confidently. Since then, Guru has been adopted by many other departments – including customer success, operations, learning and development, sales, product and engineering, and marketing – and Slack has become a shining example of optimal Guru usage.

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Best practices Management Engineering Sales 60

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.

Customer Experience

Avoxi

SEPTEMBER 5, 2019

Request Demo Talk to an Expert Contact Us For many customers, calling a business abroad can be difficult. Every country has its own unique dialing format, and some countries even have phone numbers with different numbers of digits. This is why we often provide quick reference guides on how to dial certain telephone numbers… The post How to Dial South Africa from the United States appeared first on AVOXI.

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Advantage Communications

SEPTEMBER 5, 2019

Customer experience (CX) leaders in the financial services need to create frictionless experiences for customers that perfectly balance customer satisfaction, reduced customer effort and a personal service. Without this perfect balance, businesses in the financial services sector will likely fail in building a loyal customer base. The result? Dissatisfied customers who will be eager to take their business elsewhere.

Call Center 60

Call Center outsourcing Customer effort Personalization 60

Toister Performance Solutions

SEPTEMBER 5, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Max Yoder, Co-Founder & CEO of Lessonly. Some solutions are counterintuitive. When employees aren't doing their best, the instinctive approach is to try to identify what's wrong and fix it.

Advertising 54

Advertising Best practices Accountability Personalization 54

Noble Systems

SEPTEMBER 5, 2019

In the last few years, Australia and New Zealand have seen a massive boom in tourism. Australian capital cities such as Sydney, Melbourne and Adelaide saw 80% occupancy in 2018, with revenue per available room (RevPAR) expected to increase by more that 3% in 2019. With a major portion of the international travel spending market in Australia coming from Chinese tourists ($11.3 billion), it’s very important for Australian hotels to cater to the Chinese market.

Technology 53

Technology Marketing Management Customer Experience 53

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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.

Self service

Strategic Contact

SEPTEMBER 5, 2019

There is a great deal of buzz in the contact center air about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away. Yet for many centers, agent-handled contacts still dominate – and will for the foreseeable future. Accordingly, our Future of the CC Survey put Robotic Process Automation (RPA –.

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Contact Center Surveys Technology 48

Call Experts

SEPTEMBER 5, 2019

Ideally, your team would never miss a day of work. . For every sick day, tardiness, or call out, your team becomes short-staffed and overburdened with extra work. Often, the tasks related to HR reporting get pushed to the side, become unorganized, or sometimes even lost. These inefficiencies can result in lower profits and compliance violations for your business. .

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Certified Languages International

SEPTEMBER 5, 2019

One of the most controversial topics the language industry has faced in recent years has been the use of freelancers and/or independent contractors as interpreters by language service companies. The controversy stems from a misconception that companies are working under an independent contractor business model, instead of an employee model, as a way of shirking tax responsibility or underpaying interpreters- neither of which is the case.

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Government Personalization 40

COPC

SEPTEMBER 5, 2019

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.”. — Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

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Enterprise industry standards Big data Technology 40

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!

Feedback

Certified Languages International

SEPTEMBER 5, 2019

One of the most controversial topics the language industry has faced in recent years has been the use of freelancers and/or independent contractors as interpreters by language service companies. The controversy stems from a misconception that companies are working under an independent contractor business model, instead of an employee model, as a way of shirking tax responsibility or underpaying interpreters- neither of which is the case.

Government 40

Government Personalization 40

ChaseData

SEPTEMBER 5, 2019

Most contact center managers understand the benefits of adding remote call center agents to their staff. However, knowing where to draw the line between enough and too many remote team members can be tricky. You still need enough people in on-site seats every day to handle customer service tasks that are too difficult to manage off-site.

Call Center 40

Call Center Contact Center Management Customer Service 40

JustCall

SEPTEMBER 5, 2019

What is an IVR or Interactive Voice Response? IVR or Interactive Voice Response is a telephone-based menu system that interacts with the caller, gathers the required information and connects the caller with the appropriate recipient. IVR works as a virtual receptionist or the first line of defense for your support team. A customer who is in need gets connected quickly and without any error to the best available agent of a specific department.

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Interactive Voice Response Real estate Enterprise Analytics 40

Salmat

SEPTEMBER 5, 2019

Planning is essential to advertising success, however, your plan is only as good as the goals it is based on. Now think about your advertising goals. Maybe you want to attract new customers or increase awareness in your local market. Sounds like a worthy goal – but is it really SMART?

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Advertising Marketing 40

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

Journey mapping

CSM Magazine

SEPTEMBER 5, 2019

Northern Powergrid , the company responsible for the electricity network that powers everyday life for more than 8 million people across the North East, Yorkshire and northern Lincolnshire, has launched a new service to help customers who are British Sign Language users get the information they need about an electricity connection or power cut. The innovative InterpretersLive!

Technology 40

Technology Management Customer Service 40

Salmat

SEPTEMBER 5, 2019

In an increasingly crowded day spa market, your business needs to stand out to survive and grow. And marketing is the best way to achieve this. You don’t need to have a big advertising budget to market effectively.

Marketing 40

Marketing Advertising 40

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies … Continue reading → The post The Power of Employee Engagement appeared first on Brad Cleveland.

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