CX Global Media

AUGUST 14, 2018

CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario. As of now, only 18% of organizations feel they have a supply of capable employees to fill frontline leadership roles, according to a study conducted by Development Dimensions International.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Outsource Consultants

AUGUST 14, 2018

A recent article by Manuel Solis discusses customer engagement. Not just a company’s attempts at engaging with their customers, but customers engaging with the company as well. In order to foster engagement, companies need to build relationships with their customers through social media strategies and by putting out content on the internet that can actually be helpful and useful for their audience.

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Contact Center outsourcing Call Center Analytics 156

ShepHyken

AUGUST 14, 2018

The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce. They discussed her new book Growth IQ , what the carnival can teach you about business, and the 10 simple paths of business growth. ?. Top Takeaways: While growing up in Hawaii, Tiffani worked in a roaming carnival.

Customer Experience 202

Customer Experience Marketing Customer Service 202

Contact Center Pipeline

AUGUST 14, 2018

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks. Businesses owners should therefore do whatever is necessary to draw superior talent from a wide pool of knowledgeable workers—and to keep those talented agents long-term—in […].

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Contact Center Technology Management Call Center 100

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

TechSee

AUGUST 14, 2018

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .

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Contact Center Scripts Average Handle Time First call resolution 95

Customer Experience Matters

AUGUST 14, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #2: You Need A 360-Degree View of Customers What’s Wrong: If companies had an unlimited set of resources to plow into their customer insights efforts and an equally unlimited number of people prepared to take action on those insights, then shooting for a 360-degree view of your customers woul

Customer Experience 82

Customer Experience 82

Jive

AUGUST 14, 2018

Over the past few years, choosing a Hosted VoIP provider often came down to features. “Which provider had the newest and greatest features?” But as predicted for 2018 , the features sets offered by Hosted VoIP providers look more and more similar. With the homogenization of feature sets, how does your IT team pick the best Hosted VoIP provider? Today, IT teams must consider new differentiators, like user experience (UX).

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voip Call flow Technology Feedback 75

Influitive

AUGUST 14, 2018

There’s nothing quite like the rush of energy you get from hosting a live event. We just came back from Quick Base EMPOWER18, our annual user conference in Austin, which included 750+ customers and partner attendees. Everyone is super fired up, but especially our customers. I wanted to share an inside look at how we.

Marketing 61

Marketing B2B Customer Experience Management 61

SharpenCX

AUGUST 14, 2018

Success is subjective. There’s no impact on me if you make it to the Starbucks drive-thru in time to snag an iced coffee before your meeting. But to you, maybe that’s your victory, a momentary success. In fact, I can practically see your victory dance happening in the driver’s seat right now. So, if success [.]. Read More. The post 13 Reasons Why Agent Success Matters to Your Customers appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center Customer Experience 52

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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

Surveys

Outsource Consultants

AUGUST 14, 2018

Enough about millennials, let’s talk about Gen Z. A recent article by Ford Blakely discusses this generation of people who were born after 1996 and have never known a world without the internet or technology we use daily. Blakely says that this group is the largest in the country and will become the most powerful in the consumer market very soon. In order for companies to be ready to handle a Gen Z dominated market, they need to offer omnichannel service that easily works with mobile devices and

contact center solutions 52

contact center solutions Contact Center outsourcing Call Center 52

Branch Mesenger

AUGUST 14, 2018

From Macy's to Wrangler, here's a look at the biggest stories we're reading this week: ??Retail Sales Expected to Climb Higher. ??This is the Hottest American City for Jobs. ??Lee, Wrangler Spinoff. ?North Face Taps Rockies For HQ. ??Doubling Down on Malls. ??Are Scooters Winning Over Cities? ??Americans Now Own Less Stuff. ??Why Shoppers Abandon Their Cart. ??

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Big data Sales Technology Marketing 48

Outsource Consultants

AUGUST 14, 2018

Do lifelong customers exist anymore? Yes, but it takes a lot more work than it used to, especially with how easy it is to research competitive pricing for similar services and products. In her recent article, Hannah Whittenly offers some advice on how to improve buyer conversion rates. This includes targeting specific demographics that you know will yield positive results and people who will like your content.

Contact Center 52

Contact Center outsourcing Call Center Education 52

Revation Systems

AUGUST 14, 2018

Communication lies at the heart of customer service – it’s often the driving factor behind turning an average customer touchpoint into a stellar experience with a business. As society becomes more interconnected with new devices and advancements in technology, interaction between consumers and businesses has dramatically changed from even five years ago.

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Banking contact center solutions Contact Center Enterprise 48

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.

Customer Experience

Toister Performance Solutions

AUGUST 14, 2018

My wife, Sally, and I really enjoy wine. It's fun to explore new wineries and share both bottles and experiences with friends. So we were a little excited when I found a winery in Napa Valley that was looking for "investors." The deal was enticing. In exchange for investing a small amount of money into the winery, you would receive an estimated 6 percent annual return plus a few bonus perks such as free wine, wine discounts, and even business cards.

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Benchmark Marketing Customer Service Sales 48

Aspect

AUGUST 14, 2018

With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are optimised to the specific needs of the business and the people within it, and if these tools embrace the flexibility that modern business demands.

Morale 48

Morale Technology Analytics Management 48

Uniphore

AUGUST 14, 2018

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper

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Customer Service Call Center Technology Customer Experience 49

ClientSuccess

AUGUST 14, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Best practices Strategic Value Sales SaaS 42

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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.

Self service

LiveChat

AUGUST 14, 2018

Building your customer service, it’s good to start with the company’s values. After all, delivering the best possible customer experience comes from creating a customer-centric organization. You simply need to be ready to go an extra mile to make the interaction with your brand memorable. When setting up or redesigning your customer service it’s also worth to learn from the best-in-class.

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Best practices Customer Service Customer centricity Customer Support 46

Maru Group

AUGUST 14, 2018

August’s interest rate rise from the Bank of England caused immediate alarm from business leaders and brands worried about consumer spending. And on-the-day agile research into consumer reaction to the news revealed that they are right to be concerned. While wider discussions typically focus on saving and borrowing, Maru/edr results highlighted that we’re likely to witness more significant changes to consumer spending instead – and worryingly for restaurateurs, budgets for eating out are o

Surveys 40

Surveys Banking Marketing Customer Experience 40

Eckoh

AUGUST 14, 2018

Love them or hate them, Chatbots are now being taken deadly seriously. They can boost customer loyalty and save a fortune for enterprises if contact centers use them in the right way.

Chatbots 40

Chatbots Enterprise Contact Center 40

West

AUGUST 14, 2018

Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? The Blog 13 Roles of Continuous Integration in QA (Quality Assurance) appeared first on West Corporation.

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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!

Feedback

Pointillist

AUGUST 14, 2018

By Swati Sahai. Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success. In this two-part blog series, my intention has been to help you create a successful customer journey analytics implementation plan.

Analytics 41

Analytics Metrics Journey mapping Enterprise 41

Fonolo

AUGUST 14, 2018

As part of keeping up with the industry, we follow publically-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector. Given that this is just a blog post, consider it a casual review, focusing just on companies with recent interesting news.

Call Center 52

Call Center Contact Center Benchmark Enterprise 52

Aspect

AUGUST 14, 2018

Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process. Adding to the challenge is the fact that customers are more fickle than ever and are more than willing to move to alternative vendors for better customer service.

Contact Center 48

Contact Center Management contact center solutions Cloud contact 48

Aspect

AUGUST 14, 2018

Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process. Adding to the challenge is the fact that customers are more fickle than ever and are more than willing to move to alternative vendors for better customer service.

Contact Center 48

Contact Center Management contact center solutions Cloud contact 48

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

Journey mapping