Tue.Oct 15, 2019

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

KISS Method: “Keep it Simple with Speech”

Contact Center Pipeline

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

Call Center Reporting Behind Closed Doors: Why You Shouldn’t Have to Pay Top Dollar to Manipulate Your Data and Get the Reports You Need

SharpenCX

Complicated. Inconsistent. Limited. Cumbersome. Difficult. Time Consuming. Expensive. Scanning through G2 reviews of well-known call center systems, we see these words (and dozens more) rattled off to describe call center reporting and analytics.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

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Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

How A CEO Can Effectively Build A Sustainable Company Culture

Guru

A company’s values are its lifeblood. When done well, they guide us on how we truly want to operate both as a company and individually as we do our daily jobs. They should be a part of every decision made, which means they must have room to grow and change as a company matures.

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6 Keys to Choosing a Call Center

Ansafone

Customer service should always come first, but there are other things to consider when deciding which business to partner with for your call center center. Deciding which company to outsource customer service calls to is a major decision.

Amazing Business Radio: Laurie Guest

ShepHyken

Small Change, Big Payoff with Laurie Guest. How Small Things Can Impact Customer Service in a Big Way. Shep Hyken interviews Laurie Guest.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How “3-Dimensional” Customer Personas Radically Improve CX Design

McorpCX

Customer experience design professionals have recognized the power of customer persona for years.

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Squelch Is Playing to Win at TSW 2019 in Las Vegas

Squelch

Squelch is proud to announce its sponsorship of Technology & Services World (TSW) 2019 , which is hosted by the Technology Services Industry Association (TSIA).

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

[Infographic] Five steps to building a profitable PPC feedback loop

Infinity

Are you totally ready for the rush of business you may be expecting in January? Marketing creative planned? Staffing rota organised? But what about your data? You can always make that work harder for you.

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.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. But today’s customer expects much more.

The Unexpected Key to Your Financial Services Contact Center Success

LiveVox

The Key to Your Financial Services Contact Center Success You probably already know that customer experience is now a primary focus for financial services enterprises. This is a good thing.

What's a Multimodal Customer Experience?

Jacada

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many.

How to Increase Revenues with a Better Renewal Process

CSM Practice

A steady stream of recurring revenue is essential for any SaaS company. It forms the basis for the company’s profitability and valuation. Since customers prefer pay-as-you-use services, most businesses now use a subscription-based model to generate revenue.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

5 Tips For Providing Quality Customer Service Training

Fonolo

Great customer service starts with making great hires. But, that’s not where it ends. Providing excellent customer service has never been more critical.

Global Response is Hiring; Join Us at Our Job Fair

Global Response

Global Response, The Brand Contact Centers, is hiring more than 1,000 Customer Service Representatives for its Margate location. Candidates are invited to its Saturday, Oct. 19 Job Fair, from 8 a.m.-3 3 p.m. The post Global Response is Hiring; Join Us at Our Job Fair appeared first on Global Response. Global Response Blog Hiring and Training

The rising impact of technology in law enforcement

Nuance

As we continue to prepare for IACP 2019, this year has sparked a lot of conversation amongst my team and me about how technology has become an integral piece of the law enforcement arsenal.

Global Response is Hiring; Join Us at Our Job Fair

Global Response

Global Response, The Brand Contact Centers, is hiring more than 1,000 Customer Service Representatives for its Margate location. Candidates are invited to its Saturday, Oct. 19 Job Fair, from 8 a.m.-3 3 p.m. The post Global Response is Hiring; Join Us at Our Job Fair appeared first on Global Response. Global Response Blog Hiring and Training

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Structure Customer Success on Delivering Strong Transformational Value

Strikedeck

Vincent Manlapaz, in an interview with Mary Poppen, Chief Customer Officer at Glint Inc, talks about the urgency and importance to building Customer Success in an organization right from the start. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Deliver Personalized Care Across Channels: Join us at Customer Contact West: A Frost & Sullivan Executive MindXchange

Aspect

Fall is in the air. That means it’s time for apple picking, pumpkin carving and the 15 th Anniversary Customer Contact West: A Frost & Sullivan Executive MindXchange, October 27 – 30, 2019 in Huntington Beach, California. We’re excited about participating in these action-packed few days.

ICX Card Issuer Summit Report Out – October 2019 Chicago IL

pindrop

On October 1st, a group of leading professionals from the credit card issuing industry gathered at Chicago’s Fairmont hotel to participate in a full day of keynotes, workshops, and technology reviews. The topics covered were around fraud, authentication, customer experience, contact center best practices, even white collar crime and the future of voice commerce. Pindrop, along with Discover, hosted the momentus ICX event dedicated to credit card issuers and retail partners.

Here Comes the High Season: Travel Industry Customer Service Tips for 2019

Working Solutions

If you work in travel and hospitality, the time you have to prepare for the busiest parts of the year can be measured in months, and, more realistically, in weeks. The reality is that most people planning to travel this summer have already started to book their reservations. If you haven’t already scaled up to […]. Call Center Outsourcing travel customer experience

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.

Global Customer Self-Service Software Market Is Booming With an Annual Growth Rate of 18.4%

Answer Dash

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. In other words? Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. Here’s everything you need to know.

Alorica Lanza Iniciativa Global De Reclutamiento Para Contratar A 25,000 Extremadamente Geniales Asociados De Servicio Al Cliente

Alorica

Proveedor líder de Transformación Digital en busca de miles de Talentos para ayudar a cumplir su visión de Mejorando Vidas, una Interacción a la vez IRVINE, California – (14 de octubre de 2019) – Alorica Inc., líder mundial en soluciones de servicio al cliente, anunció hoy planes para contratar al menos 25,000 asociados de servicio al cliente en 100 Centros de Contacto en todo el. Source. Noticias Recruiting

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How Visual Semiotics Reveals Your Customers’ Hidden Emotions

Maru/Matchbox

According to MIT, 90 percent of information transmitted to our brain is visual. In fact, the human brain processes images in just 13 milliseconds, which is 60,000 times faster than text. Since we are visual by nature, shouldn’t we be using this skill to understand emotion? The challenge. Rational brand and product attributes are easily copied and hard to defend, while emotional connections are unique and ownable – making them difficult to displace and replicate.