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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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?

More Trending

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.

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


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 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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

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.

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.

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.

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.

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


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


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


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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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.

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.

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.

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  


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.

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.

RapportBoosting Tip #10 – Amusing Language


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


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


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.

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.