TLC Associates

SEPTEMBER 11, 2019

After over 20 years of executive experience, there’s a point when you realize you’re not Superman. You know your strengths but acknowledge specific skills are outside your forte. The same goes for businesses. That’s why I’m a firm believer in doing what you do best and outsourcing the rest. Yet before anyone decides to work with an outsourced contact center , I recommend they compare outsourcing against insourcing to determine the right fit for their business and their goals.

outsourcing 40

outsourcing Contact Center Abandon rate Interactive Voice Response 40

Contact Center Pipeline

SEPTEMBER 11, 2019

When it comes to your favorite mobile or self-service experience, what apps… platforms… or companies come to mind? A few of my favorite apps are Waze, Turbo Tax, Fandango, Delta and USAA—apps that quickly and easily help me navigate and manage through the critical, complex and day-to-day, ankle-biter tasks of everyday life. Thinking about your […].

Customer centricity 145

Customer centricity Self service Management Contact Center 145

NICE inContact

SEPTEMBER 11, 2019

Everyone is talking about removing siloes these days and trying to find practical ways of blending marketing and social customer service. Of course, it’s important to realize these departments overlap, in part because great customer service stories go viral and make brands stand out as reliable, responsive and fun to interact with. In short, social customer service is the new marketing.

Customer Service 54

Customer Service CRM call center software Marketing 54

ShepHyken

SEPTEMBER 11, 2019

In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful. When I work with companies, I urge them to find what makes them unique and use it as a competitive advantage. It’s always a treat when I meet people who not only agree with my philosophies but take them a step further.

Customer Service 328

Customer Service Management 328

Advertisement

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.

Talkdesk

SEPTEMBER 11, 2019

The past few years has ushered in the “modernize movement” within the contact center industry. Companies are recognizing the need to upgrade their systems, but often create a new problem while fixing an old one. How do companies modernize without over-complicating their contact centers? The answer is artificial intelligence (AI) , which is an answer dripping with irony: fixing a new problem – created by trying to bring a contact center into the 21st century – with a futuristic solut

Contact Center 75

Contact Center Customer Experience Customer Service Call Center 75

Ian Jacobs

SEPTEMBER 11, 2019

In this short video, I ask a simple question with no simple answer: How can customer service organizations avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate? Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at ijacobs@forrester.com. […].

Customer Service 99

Customer Service Customer Experience 99

SharpenCX

SEPTEMBER 11, 2019

Teamwork makes the dream work, right? When it comes to your business, this can’t be more true. You need an entire team of people involved and collaborating to deliver success. Imagine if you had a football team with just one. Read More. The post Collaboration: The Key to Successful Digital Transformation Strategies that Benefit Everyone in the Contact Center and Beyond appeared first on Sharpen Contact Center Software.

Contact Center 72

Contact Center Contact center software 72

Sykes

SEPTEMBER 11, 2019

Recognized as a Top Leader, Top CSR and Multiple Appearances Company. TAMPA, FL — September 10, 2019 — Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), a leading provider of customer engagement services and multichannel demand generation, was recognized by the International Association of Outsourcing Professionals® (IAOP®) as being within the top-scoring companies overall, as one of the companies scoring highest in the area of corporate social responsibility (CSR), and

outsourcing 75

outsourcing Multichannel Enterprise Technical Support 75

Spearline

SEPTEMBER 11, 2019

Keeping you up to date and informed with all the latest news, queries and questions with some of the biggest names in the telecommunications world. Josh O’Farrell is joined by Matthew Lawlor, who has a chat about the role of a CTO and Mike Palmer, discussing on how remote working can benefit your company. New to Spearline? If you are new to Spearline and would like to find out more about how you can benefit from our platform, we would love to speak to you!

Telecommunications 74

Telecommunications Contact Center Technology 74

Advertisement

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

BlueOcean

SEPTEMBER 11, 2019

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. Listen to the audio or read the article. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic will only make things more difficult.

Contact Center 69

Contact Center outsourcing contact center solutions Customer Service 69

Etech GS

SEPTEMBER 11, 2019

According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way companies interact with their customers. But, do we really need AI to maintain high levels of customer satisfaction, or can we rely solely on human intelligence? To answer this question, here are some of AI’s transformative qualities and how they complement human intelligence.

Customer Experience 64

Customer Experience Banking Government Upselling 64

The Call Center School

SEPTEMBER 11, 2019

From elevated productivity to increased morale, better performance, and heightened engagement, the benefits of successful call center coaching are plentiful. And yet, coaching in contact centers is often times executed ineffectively or neglected. In this article, we’ll outline 5 principle elements of coaching success to help make coaching in your contact center more effective.

Coaching 59

Coaching Construction Morale Contact Center 59

Ansafone

SEPTEMBER 11, 2019

Cyber thieves are siphoning billions of dollars each year from businesses and consumers. The retail industry must remain vigilant in protecting customers’ private information. Any company that processes credit card information by phone, fax or online must comply with the Payment Card Industry Data Security Standards (PCI-DSS). The stakes are even higher for retail call centers.

Call Center 48

Call Center Contact Center 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

Genroe

SEPTEMBER 11, 2019

Lead nurture campaigns are built to, you got it, nurture your leads. But what does that actually mean? Well once you’ve put together some gated content and you’ve managed to collect some email addresses from people who are interested in your content, you need to do two things with these new contacts: Determine which ones […]. The post Easy Steps to Effective Lead Nurture Implementation appeared first on Genroe.

Management 49

Management B2B Marketing 49

CSM Magazine

SEPTEMBER 11, 2019

Join Localz first Innovation Breakfast! Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Kris Oldland, Editor-in-Chief of Field Service News, will chair a panel of innovators in Mobile Workforce. Hear them discuss: ? Today’s in-field challenges. ? Uberization of the Last Mile. ? Design for Mobile Workforce. ?

Customer Experience 45

Customer Experience Customer Service 45

ForeSee

SEPTEMBER 11, 2019

Our “Insight to Action” webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.

Best practices 40

Best practices 40

Salmat

SEPTEMBER 11, 2019

A staggering 91% of people check their email every day. So how can you make sure your brand is in their inbox, waiting to surprise and delight them with unique offers and content? Here are seven ways to make your email subscriber list soar.

40

40

Advertisement

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

ChaseData

SEPTEMBER 11, 2019

How often do your consumers call your center only to be greeted by long wait times or worse - an automated recording letting them know that you are unavailable during non-business hours? Nothing upsets the modern customer like not being able to handle their business when and where they need to. If you want your business to be the kind that captures and holds consumer attention - and satisfies their needs - you should consider extended contact center hours of operation.

Call Center 40

Call Center Wait times Contact Center Management 40

Salmat

SEPTEMBER 11, 2019

Everyone responsible for growing business leads knows the value of marketing automation. Its appeal is huge – after all, it’s a set-and-forget technology, right? You wish! Automation is worth nothing if you don’t make it work for you.

Marketing 40

Marketing Technology 40

C Space

SEPTEMBER 11, 2019

Brand matters… now more than ever. In the face of rapidly shifting customer expectations, it can be hard for brands to maintain relevance. Charles Trevail, CEO of C Space and Interbrand, delves into the recent changes in consumer behavior, and why, because of these changes, brands have more room to play than ever before. Tweet. Charles Trevail.

Construction 40

Construction Big data Customer centricity Marketing 40

Salmat

SEPTEMBER 11, 2019

If your emails aren’t delivering the results you want, what can you do? Step up your A/B testing strategy.

40

40

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

Eptica

SEPTEMBER 11, 2019

Customer Experience 60

Customer Experience 60

Salmat

SEPTEMBER 11, 2019

Did you know that 66% of online customers over the age of 15 made a purchase because of a marketing email?

Marketing 40

Marketing Sales 40

CSM Magazine

SEPTEMBER 11, 2019

Excellent customer service is vital nowadays. Buyers choose friendly, customer-centric brands who pay attention to their clients’ feelings and preferences. Good customer service keeps clients loyal and satisfied, and brings your company insights on the aspects you need to improve and help you reach new clients. The greatest challenge you face when you try to achieve success on a competitive market is that people have a great choice at their fingertips, and if they aren’t happy with your offer, t

Customer Service 45

Customer Service Customer centricity Customer Support Sales 45

Salmat

SEPTEMBER 11, 2019

Billions of emails are sent worldwide every day, find out how your subject line can set yours apart.

40

40

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