Contact Center Pipeline
FEBRUARY 1, 2018
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and the customer experience will be exponentially better with 360 degrees of partnership—agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, […].
Callminer
FEBRUARY 1, 2018
Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that they are running a call center operation smoothly and efficiently.
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Call Center Weekly
FEBRUARY 1, 2018
By Linda Sydow When building high performing teams, it is important to include the members of the team in the building process. If they do not feel included, the results will be less than stellar. They will either leave the team, or become disconnected, and distant. When I work on projects, I select individuals to work as specialists to assist in the success of the project.
Toister Performance Solutions
FEBRUARY 1, 2018
I distinctly remember the first time I apologized on behalf of America. It was 1995 and I was living in Dublin, Ireland. I wandered into a gift shop near Grafton street to purchase some Waterford crystal to send home to my mom. As I walked around the shop, I observed another customer berating an associate. This lady was RUDE. She obnoxiously demeaned the employee while constantly stating that she was an American.
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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.
Fonolo
FEBRUARY 1, 2018
There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that you’re hiring the right people (that’s of course more difficult than it sounds). Once the right candidates are in place, the training becomes critical. We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
FEBRUARY 1, 2018
Every growing SaaS Business knows that effective Customer Success is an essential activity for them. The challenges of proactive Customer Success grow as the team scales. Read our handy infographic below to see some of the best strategies for scaling Customer Success and for facing challenges as they come.
Bright Pattern
FEBRUARY 1, 2018
The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report.
SharpenCX
FEBRUARY 1, 2018
Many contact centers want to improve FCR, but struggle to move the needle. See data backed research that proves that happier agents are the key to success. [.]. Read More. The post FCR Not Improving? Fix It With Happier Agents appeared first on Sharpen Contact Center Software.
CSM Magazine
FEBRUARY 1, 2018
Bolstra has announced the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days after it happened, a customer brings it to their attention, or until the customer canceled.
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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
TRUSTID
FEBRUARY 1, 2018
The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. When they do, it’s usually too late. In many cases, consumers don’t realize they’ve been victims of identity fraud until after discovering a mysterious charge on their credit card or receiving a bill for something that was purchased in their name.
LiveVox
FEBRUARY 1, 2018
The idea of connecting together various applications from a variety of vendors to provide additional features and functionality is nothing new. Systems integrations have long been implemented to provide business owners with enhancements to support their current features, while also enabling the addition of new features and capabilities. This emergence of the API economy forces.
TRUSTID
FEBRUARY 1, 2018
The truth is, consumers never really know when their personal financial details have fallen into the wrong hands. When they do, it’s usually too late. In many cases, consumers don’t realize they’ve been victims of identity fraud until after discovering a mysterious charge on their credit card or receiving a bill for something that was purchased in their name.
CSM Magazine
FEBRUARY 1, 2018
Temkin Group has announced that it is accepting nominations for its sixth annual Customer Experience Vendor Excellence (CxVE) Awards. The CxVE Awards recognizes companies—including consultants and technology vendors—that provide products and services that help companies improve the customer experience they deliver. Nominations are accepted from anywhere in the world.
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.
Mindtouch
FEBRUARY 1, 2018
Mapping and understanding the customer journey can be tricky. From awareness and research to purchase and post-sale activities, your customers interact with you in a number of ways. It’s nebulous. It’s non-linear. And the more customer touchpoints you have, the more involved customer journey mapping becomes. Fear not! As it turns out, there are plenty of approaches to mapping customer experience.
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