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


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.

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


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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

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.

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.

Selling CRaaS Yet (Call Recording as a Service)?


Cloud service providers (aka communication service providers) are becoming commonplace in business today as companies seek to migrate much of their data, storage and applications from premise to cloud.

How Autodesk Uses Guru to Drive Adoption of Gainsight and Slack


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


How Your Business Can Quickly Adopt a Customer First Strategy


Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy.

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The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

How To Design A Landing Page For Mobile Users


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.

5 Reasons your business needs to care about digital accessibility


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.

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.

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


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


Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

CX Thought Leaders


Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies.

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


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

Live Blog: QuickBooks Connect Toronto 2018


The post Live Blog: QuickBooks Connect Toronto 2018 appeared first on Method:CRM

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Support Teams and Technical Writers: A Powerful Partnership

Help Scout

When I was kicked in the leg during a soccer match a while back, I didn’t think much of it. But it began to swell and, a few days later, my leg had swollen up incredibly. I looked like exactly one-quarter of Popeye.

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The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

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

New Report by Opus Trust Marketing Unveils the Hidden Opportunity of Customer Correspondence

CSM Magazine

New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers, confirming the value of functional communications in building customer relationships and revealing changing consumer expectations as technology evolves.

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

Workforce Engagement Management — The Fast Track to Higher Performance


Frontline employees, almost universally, have one of the most repetitive and difficult positions to stay upbeat and positive about day in, and day out. Keeping people motivated, happy and achieving objectives in these roles can be extremely challenging. Solving this problem is simple: Ensure frontline contact center agents are engaged in their work, with their peers and with leadership. Unfortunately, this simple answer isn’t easy to execute and maintain.

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 Employee Feedback Can Make Your Customer Service Shine


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.

Improving the Experience by Asking Customers to Do Less

Andrew Mcfarland

I’ve been a fan of T-Mobile since the day AT&T pushed me away with a logic-defying pricing model (see below). That admiration continues today with the introduction of a set of initiatives that improve the experience by asking the customer. Customer Experience Customer Loyalty

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


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.

MultiTrack Call Transcription with Split Recording


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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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.

How a Virtual Call Center Can Help to Scale Your Business


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.

MultiTrack Call Transcription with Split Recording


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