Bright Pattern
SEPTEMBER 20, 2018
Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses to store customer profiles, identify sales opportunities and leads, track service issues, manage campaigns, and see a customer’s journey from day 1 to now.
Beyond Philosophy
SEPTEMBER 20, 2018
People do not say what they mean or, it seems, what they are thinking. Why? If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. We spoke with a special guest (and friend of mine), Steven Gaffney, author, Certified Speaking Professional and founder of the Steven Gaffney Company about this topic on our recent podcast.
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Contact Center Pipeline
SEPTEMBER 20, 2018
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we understand.” “Try our bank for a little while, and if you don’t like how we help, we will send you off with £100; thank you, please come back when we […].
TechSee
SEPTEMBER 20, 2018
February 12, 2018, 10:14 am. A recorded call within a call center in Stockholm, Sweden. Agent: Thanks for calling Förenad TelCo*, how can I help you? Customer: Hi, I am having a problem…. shhh, sweetie, shhhh…. Agent: What’s the problem? Customer: I’m having a problem with my Internet. It’s….just one second, please. Shhh, baby, mommy’s coming in a minute, shhh.
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UJET
SEPTEMBER 20, 2018
The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kayako
SEPTEMBER 20, 2018
In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. This can be especially true within the field of B2B sales, where customers are more informed than ever before, have higher expectations than in the past, and where existing customers are perfectly willing to switch to one of your competitors if you fail to provide the kind of experience they demand. .
CrazyCall
SEPTEMBER 20, 2018
Contact centers are playing an important role in companies all over our hyper-connected world. In the past, call centers were the only way of connecting with the customer. As technology continues to improve at a rapid pace while the customer’s needs continue to evolve, companies have to incorporate other channels into their support solutions. Customers from all over the world need these channels to ensure they receive a personalized experience.
Concentrix
SEPTEMBER 20, 2018
The post Customer Experience: Turning Insights into Action appeared first on Concentrix.
SharpenCX
SEPTEMBER 20, 2018
Your agents quit their jobs when they don’t get the coaching they need. Gallup found that 75 percent of the reasons employees voluntarily leave their jobs relate to how their boss manages, like: career advancement or promotional opportunities, management and. Read More. The post 10 Contact Center Coaching Methods that Work appeared first on Sharpen Contact Center Software.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Toister Performance Solutions
SEPTEMBER 20, 2018
NYT bestselling author and customer service expert Shep Hyken has a new book coming out October 2, just in time for Customer Service Week. It's called The Convenience Revolution. The book focuses on the next wave of service—making it easier for customers to do business with you. It's chock-full of case studies from top companies, both big and small.
Omnicus
SEPTEMBER 20, 2018
A Contrarian’s Guide to Avoiding Innovation and Growth So you’ve heard about this thing called customer experience, and you don’t understand what all the fuss is about. You read a few articles, especially that time you were trapped in coach on a flight with your boss, and you wanted to impress him. You think, “Bah humbug, just another fad business-y catchphrase that will go out of style in a year.
Working Solutions
SEPTEMBER 20, 2018
As another hurricane season ramps up, here’s a rundown of what businesses should know about business continuity and disaster recovery planning. Whether it’s your call center, headquarters or just a subsidiary office, having any part of your operations in a hurricane zone can be not just stressful, but even devastating, during storm season, or a […].
Omnicus
SEPTEMBER 20, 2018
A Contrarian’s Guide to Avoiding Innovation and Growth So you’ve heard about this thing called customer experience, and you don’t understand what all the fuss is about. You read a few articles, especially that time you were trapped in coach on a flight with your boss, and you wanted to impress him. You think, “Bah humbug, just another fad business-y catchphrase that will go out of style in a year.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Injixo
SEPTEMBER 20, 2018
Most companies are always on the lookout for the next ‘ Game changer ’ for their contact center. When you talk to experts, you’ll hear a lot of buzzwords these days, such as ‘Omnichannel’, ‘Net Promoter Score (NPS)’, ‘Chatbots’, and ‘ Artificial Intelligence (AI)’. It can be challenging to sift through all of these terms to see what actually matters to you.
VHT
SEPTEMBER 20, 2018
Can you believe it? School is back in session, fall is approaching and Q4 of 2018 is almost upon us. That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. They will be here before you know it! Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend.
Liveops
SEPTEMBER 20, 2018
A sea of Liveops agents come together in the Big Peach. The Atlanta Roadshow was truly noteworthy, with 150+ agents in attendance, in addition to 15 staff and 2 clients—the largest attendance of any Liveops event to date! Needless to say, the energy, enthusiasm and experience completely blew us away. On September 18th, we gathered at the Georgia Aquarium —the largest aquarium in the world—with a focus on connection.
Jon Arnold
SEPTEMBER 20, 2018
If you’re a card-carrying digital immigrant, the above title should grab you right away. First, the easy stuff. Just doing a shout-out for the SCTC’s annual conference , this year being held in Annapolis, MD. It’s a pretty small, specialized community, so it won’t be relevant for all of you, but that’s where I’ll be next week. Of course, SCTC members know all about it, but it’s also open to non-member consultants, so if that’s you, it’s not too late to make plans.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
ChurnZero
SEPTEMBER 20, 2018
We are proud to announce that ChurnZero has been named a Leader in the Customer Success category by G2 Crowd in their Fall 2018 Gri d ® Report. Products are ranked by customer satisfaction (based on user reviews) and market presence (based on market share, vendor size, and social impact) and placed into four categories on the Grid ®. Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores.
Nuance
SEPTEMBER 20, 2018
Every day, Americans send billions of text and mobile messages—and the “just text me” movement has spilled over from our personal lives to the workplace. Likewise, healthcare providers also have come to rely on text messaging to communicate with care teams and get quick answers to questions about patient care. A problem arises, however, if […] The post Are you using secure speech recognition in your mobile messaging app?
Playvox
SEPTEMBER 20, 2018
Staying motivated to keep performing at your very best can be a real challenge, as anyone who has ever worked in a call center knows all too well. Having to go into the same workplace day after day, doing the same tasks over and over… this can quickly grow tiresome if you feel disengaged from the job. As a result, under-motivated teams are unlikely to push themselves to their full potential and achieve the best results.
Insite Managed Solutions
SEPTEMBER 20, 2018
Today, more and more customers expect self service options, and an effective knowledge management system can empower this. This is why it’s important to understand efficiency and gaps within your knowledge management system as customers prefer to service in the most convenient way for their persona. If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Etech GS
SEPTEMBER 20, 2018
Etech’s philosophy of Servant Leadership is simple “A servant leader is a servant first, showcasing the natural feeling of serving others humbly, than to serve first”. When we hear the word Humility, it may bring to mind images of things that seem “less-than” or “weak”. Etech defines Humility as being sincere, transparent, open and honest. It has been long debatable what’s the meaning of servant leadership?
Quadient
SEPTEMBER 20, 2018
During this week’s Inspire Days user conference in Boston, Bjorn Hildahl, Head of DXP Business Unit for Quadient presented on an increasingly important topic: What is Digital Experience? Bjorn defined digital as the change from an Enterprise determining how they interact with their customer to a model of the customer determining how they interact with the Enterprise.
Brad Cleveland Blog
SEPTEMBER 20, 2018
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to … Continue reading → The post The Nature of Contact Center Work appeared first on Brad Cleveland.
Arbeit
SEPTEMBER 20, 2018
How Debt Surveys And Reviews Impact An Agency.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Brad Cleveland Blog
SEPTEMBER 20, 2018
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center work.
CallSource Insights
SEPTEMBER 20, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Kyle Klimusko. Title: Finance Manager. When did you start working for CS? I was a temp hire in 2010, and then rejoined the company in February 2014. What position did you start in? I started as a financial analyst. What is your current position? Finance Manager.
Brad Cleveland Blog
SEPTEMBER 20, 2018
People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center work.
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