Mon.Dec 03, 2018

When it Comes to Contact Center Management, Keep Your Best Leaders Motivated

Taylor Reach Group

By: Peg Ayers. Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on.

The 5 Phrases Customers Hate and Love to Hear

Call Center Pros

It has happened to us all… You bought that product or service that you wanted so much, but you get a terrible disappointment because it was not what you expected or did not work correctly.

Contact Center Software can Balance Agent-assisted and Self-service Channels

inContact

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

How Top Brands Are Winning with Engaging Social Media Experiences

Call Center Coach

With social media your customers are having experiences on their own terms. They are in control. All of their experiences add up to their interpretation of your brand, product and service.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Customer Service Inspiration from my Bookshelf

Customer Service Life

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job?

5 Top Customer Service Articles for the Week of December 3, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love.

More Trending

17 Ways to Tell if Customer Service is Your Purpose in Life

Steve DiGioia

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled.

How Autodesk Uses Guru to Drive Adoption of Gainsight and Slack

Guru

Eraj is director of customer success practice at Autodesk and a guest blogger for Guru. He first shared this Guru success story on Medium. thought leadership

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Wir gratulieren!! Aspect Kunde Hoist Finance gewinnt ECCCSA Silver Award

Aspect

European Contact Centre and Customer Service Awards (ECCCSA) 2018. Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance.

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

Whether you sell dresses, tires or professional services, you are likely facing much stiffer competition than before, from companies that offer fairly similar products or services.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Digital Banking & Credit Unions: What to Expect in 2019

Revation Systems

The current landscape of the banking industry has shifted enormously in the last five years. Nearly every aspect of our daily lives has become intertwined with technology, and banking is no exception.

How To Design A Landing Page For Mobile Users

OctopusTech

If you have been web browsing for a while, you’re probably familiar with landing pages. I bet you might have even used a few of them for different campaigns as well.

Top Tips for Midsize Companies to Win the Cloud Customer Service Game Part 2

Bright Pattern

Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider. Midsize Companies Win Cloud Customer Service

Don’t Let Your Translation Provider Be the Weak Link in Your Cybersecurity Plan

Voiance

Your organization’s security is important – it can have an effect on whether you remain FDA and HIPAA compliant and whether your ideas and business plans stay yours only. security life sciences medical devices

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Download This Guide: "Preparing Your Customer Service Team To Work With AI"

DigitalGenius Blog

We recently hosted a webinar with Customer Service Lab's Sophie Conti and with Magoosh's Hannah Baker called "How To Prepare and Train Customer Support Teams to Work with AI". If you missed this one, well, good news - you can watch it right here. featured

MultiTrack Call Transcription with Split Recording

Nexmo

Back in April we announced that split recording was available as part of the Nexmo Voice API. Split recording allows you to record a conversation in stereo, one participant in each channel. This makes common use cases such as transcription much easier to handle.

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How Employee Feedback Can Make Your Customer Service Shine

VocalCom

Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Yet, according to Gallup, only 15% of employees worldwide feel engaged in their jobs.

How a Virtual Call Center Can Help to Scale Your Business

Ameyo

A big business starts small, but the key lies in thinking big and scaling fast. Scaling business is easier said than done. Small businesses providing customer support through a call center faces multiple challenges while scaling operations. Implementing a virtual call center can save equipment and installation costs, along with lower attrition rate that tends […]. The post How a Virtual Call Center Can Help to Scale Your Business appeared first on Ameyo.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

MultiTrack Call Transcription with Split Recording

Nexmo

Back in April we announced that split recording was available as part of the Nexmo Voice API. Split recording allows you to record a conversation in stereo, one participant in each channel. This makes common use cases such as transcription much easier to handle.

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Aspect Customer recognised at the European Contact Centre and Customer Service Awards 2018  

Aspect

5 Reasons your business needs to care about digital accessibility

InTheChat

Today is the International Day of Persons with Disabilities, which was established by the UN in 1972 to promote “the rights and well-being of persons with disabilities in all spheres of society and development” When the topic of.

My November Writing Roundup

Jon Arnold

Lots of travel in November, but also pretty busy on the writing front. Here’s what was keeping me in print, both here and elsewhere. Follow Generational Clues to Collaboration Success , No Jitter, Nov. 27 Q&A with Analyst Jon Arnold, Collaboration and UCaaS Expert , 8x8, Nov. 27 BroadSoft Connections - Thoughts on Being Better Together with Cisco , BCStrategies, Nov. 16 TMC’s Future of Work Expo - My Thoughts Via Q&A, Part 2 - via my blog, Nov.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

RapportBoosting Tip #10 – Amusing Language

RapportBoost

Hi everyone! Dani Apgar here with your RapportBoosting tip on Amusing Language. A quick reminder that RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Expressing amusement is tricky but it can be a powerful way to softly break the ice between the agent and the visitor. When used correctly, it can quickly relax the visitor and open the door for deeper rapport building.

Webinar Shout-Out with 8x8 - Tomorrow - Leveraging the Cloud for Collaboration

Jon Arnold

Time sure flies, and after three events last month, I’ve got a backlog of blog posts to get done. Here’s the most pressing one - my webinar tomorrow at 2 ET. The webinar is based on my about-to-be-published white paper for 8x8 , and I’ll be joined by one of their customers for some first-hand insights about how the cloud is helping SMBs collaborate more effectively. Details are here , and I hope you can join us. Collaboration Cloud Communications Unified Communications

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My Q&A, Interviewed by 8x8

Jon Arnold

As my catch-up day progresses, here’s my next post, and it’s a follow-on from the shout-out earlier today about tomorrow’s webinar with 8x8. To support that, they did a Q&A with me, mostly about the state of collaboration, and what to look for in our upcoming webinar. If you haven’t seen that yet, here it is , and from there, I hope you make plans to join us tomorrow. Collaboration Cloud Communications Unified Communications

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Following Clues for Collaboration Success with Millennials - my Latest for No Jitter

Jon Arnold

Told you it was going to be busy today, but this will do it for now - more coming tomorrow. My followers will know that I’m a regular contributor to No Jitter, and my latest builds on a talk from BroadSoft’s recent Connections conference. Anyone attending will remember Jason Dorsey’s animiated talk about our generational differences, and here’s my take through the lens of collaboration.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.