Thu.Sep 05, 2019

Back to Basics: Contact Center Trending Technology 101

Upstream Works

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.

Artificial Intelligence is Transforming Customer Care

NICE inContact

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.

Cleaning Up a Customer Relationship Mess: Going Back to Basics

Fonolo

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.

Contact Center Pipeline Magazine: Inside Our September 2019 Issue

Contact Center Pipeline

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Blog

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?

More Trending

Slack's Guru Power Users Share Their Knowledge Management Best Practices

Guru

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.

Are you putting your customer relationships at risk?

TRUSTID

Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel?

John Locher – WRAP partner and timeshare Olympian

Customercount

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. News John Locher Wrap partner

Plan for Virtual Assistants

Strategic Contact

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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

How to Dial South Africa from the United States

Avoxi

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.

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The importance of enforcing data privacy regulations

Customercount

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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How You can Create Loyal Customers in Financial Services With the Help of an Outsourced Call Center

Advantage Communications

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.

Driving the Hotel Industry with Innovation in Australia and New Zealand

Noble Systems

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform 

SharpenCX

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.

Finding the Perfect Vendor

Interactions

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?

Conversations with Clients: Ding Yi (Allen), Ant Financial, Part I

COPC

“… 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.

4 FACTS YOU NEED TO KNOW ABOUT FREELANCE INTERPRETERS

Certified Languages International

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

How Many Remote Call Center Agents Should You Have?

ChaseData

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.

[Guide] Interactive Voice Response (IVR): Meaning, Benefits and Setup

JustCall

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.

Northern Powergrid Introduces New Service for Sign Language Users

CSM Magazine

Top 7 questions IT professionals ask about WFM

teleopti

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Improve Performance by Focusing on What is Working

Toister Performance Solutions

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.

Don’t Let Your Contact Center Fall Into the Complexity Trap

Cisco - Contact Center

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Too Many Options Can Lead to Errors. Researchers recently showed the effects of having too many choices. Shoppers at an upscale market were offered 24 types of specialty jams, complete with free samples.

AI-powered Call Out Lines save you time and keep your company compliant.

Call Experts

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.

Are Your Advertising Goals SMART?

Salmat

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

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

The Power of Employee Engagement

Brad Cleveland

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.

How much does a letterbox drop cost?

Salmat

Letterbox advertising should be viewed as an investment. If you plan your campaign carefully, it will drive incremental sales and pay for itself

Top Design Tips for Getting the Most from Your Letterbox Drops

Salmat

When your flyer is destined for a letterbox drop it needs to both represent the brand and cause the recipient to take action

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