CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. To a large extent, the level of your organization’s long-term success relies on the effective execution of daily operations, which is led by the frontline supervisor. To know if you’re at risk of creating success you must know how your supervisors compare.

Call Center 174

Call Center Coaching Contact Center Time management 174

Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

SharpenCX

OCTOBER 3, 2018

Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for. Read More. The post What Agents Aren’t Telling You About Working in a Call Center appeared first on Sharpen Contact Center Software.

Call Center 129

Call Center Contact center software Contact Center 129

ShepHyken

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

Customer Service 296

Customer Service Personalization Customer Experience Customer Care 296

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Call Center Weekly

OCTOBER 3, 2018

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start? Successfully optimize your profile Add a headline. Don't overthink it. This is meant to be a quick invitation as to why people should click on your profile.

Personalization 134

Personalization Real estate B2B Engineering 134

Aspect

OCTOBER 3, 2018

I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either. We hear a lot about bad customer service experiences because of the outrage they trigger. These stories might be repeated at the dinner table or make the news if they teeter on the outrageous.

APIs 107

APIs Self service SaaS Enterprise 107

CX Journey

OCTOBER 3, 2018

Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion! I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

Customer Experience 72

Customer Experience Customer Service Accountability 72

Integrity Solutions

OCTOBER 3, 2018

For Your Salespeople, Purpose and Success Are Directly Linked. Why do you do what you do? Why do you sell what you sell? What is the why of your life? What is your purpose? Salespeople might not consciously be asking themselves these questions on a daily basis. But the fact is, their purpose —the motivating force behind what they do—is influencing their results every day.

Coaching 78

Coaching Sales Management Personalization 78

Concentrix

OCTOBER 3, 2018

Concentrix Leads the Industry at Asian HR Summit Mumbai, India – Concentrix took home five awards from the ACEF Asian Awards for Excellence in HR summit. The post Five ACEF Award Wins for Excellence in HR appeared first on Concentrix.

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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

Talkdesk

OCTOBER 3, 2018

I am thrilled to announce Talkdesk has secured $100 million in new funding. As the largest round ever raised for a private company in the contact center industry, this is strong validation of the company’s current performance and future potential. Powered by this round of new funding, and an immeasurably talented and passionate team, Talkdesk will accelerate our mission to make interactive customer experience a competitive advantage for companies around the world.

Contact Center 75

Contact Center Customer Experience 75

Bright Pattern

OCTOBER 3, 2018

As businesses move from brick and mortar stores to online shops, they are able to reach a much larger and global audience base, increasing their sales potential. But that also signifies a significant increase in the competition as more companies are trying to woo the same set of people.

Customer Service 73

Customer Service Sales 73

CallSource Insights

OCTOBER 3, 2018

Consistently improve your marketing with essential data. The best reports exist to answer a specific question tied to your marketing. If you’re a smart marketer, you’re already using Google Analytics to aid in your marketing decisions. But sometimes Google Analytics reports can get overwhelming. It is easy to get lost in an array of data without knowing what to take away from it.

Analytics 70

Analytics Benchmark APIs Metrics 70

GetFeedback

OCTOBER 3, 2018

Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. Dreamforce 2018 was a blast from start to finish. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

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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

Avoxi

OCTOBER 3, 2018

Cloud-hosted phone systems thousands of call centers around the world and continue to grow in popularity. As these systems operate via the Internet and a computer or data based system, disruptions and downtimes have been known to transpire. However, many call centers with little to no process or plan in place should a disruption or major… The post Complete Call Center Disaster Recovery Checklist (2018) appeared first on AVOXI.

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Call Center voip 63

Omnicus

OCTOBER 3, 2018

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay more for a better shopping experience.

Customer Service 56

Customer Service Customer retention Customer Experience 56

GetFeedback

OCTOBER 3, 2018

As the dust settles on Dreamforce 2018, we're still reliving our favorite moments from the world's biggest tech conference. Here's a recap of the week.

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Omnicus

OCTOBER 3, 2018

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay more for a better shopping experience.

Customer Service 56

Customer Service Customer retention Customer Experience 56

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

Zingtree

OCTOBER 3, 2018

Did you know that, for every 1% improvement in first call resolution rate, contact centers will see a 1% improvement in customer satisfaction rates and a 1-5% improvement in employee satisfaction? The opinion that your customers hold of your company, its employees, and its goods and services, has a direct and profound impact on the long-term health of your business.

Scripts 58

Scripts Metrics Call Center First call resolution 58

pindrop

OCTOBER 3, 2018

Voice is growing out of the call center, out of your telephone and is growing into the next interface. In previous years, we have released fraud reports revolving around the call center, but with the expansion of voice, and the fraud that follows, we have shifted our perspective to voice intelligence – after all, voice is everywhere: your digital assistant, your latest kitchen appliance, and even your car.

Banking 56

Banking Engineering Call Center Enterprise 56

Contact Center Pipeline

OCTOBER 3, 2018

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your customers’ touchpoint to humanity. It is more important than ever to ensure that they are appreciated and recognized for delivering on your company’s mission, vision and values. Based on positive psychology […].

Chatbots 50

Chatbots Self service Customer Care Contact Center 50

ClientSuccess

OCTOBER 3, 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.

Best practices 52

Best practices SaaS Metrics Accountability 52

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Russel Lolacher

OCTOBER 3, 2018

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store. The Story. ACT ONE: Joan certainly didn’t think, on such a sunny Thursday afternoon, she would be mistaken for a criminal.

Morale 48

Morale Sales Customer Experience Personalization 48

Monet Software

OCTOBER 3, 2018

Monet Workforce Optimization honored for improving customer service technology and customer experience. Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We are thrilled to receive this award as the Monet Workforce Optimization Suite has been enriched over the past few months with new functionality to better align with customer’s nee

Contact Center 48

Contact Center Technology Quality management Engineering 48

Russel Lolacher

OCTOBER 3, 2018

Being treated like a thief, is not how you build a relationship, in life, in love and certainly not on the floor of a jewelry store. Stay tuned for a story of growing anticipation, inappropriate assumptions and a seller scorned. This is the Customer Experience Storytime tale of…. The Jilted Jewelry Store The Story ACT ONE: Joan. The post CX Storytime Tale of The Jilted Jewelry Store appeared first on The Upsell.

Upselling 48

Upselling Customer Experience Customer Service 48

JM Robbins & Associates

OCTOBER 3, 2018

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps, and the convergence of the two in customer service and support environments. These projections have many contact center leaders wondering what they should, and shouldn’t, be focused on adopting in the coming years. What about AI is hype? And, where is it a sustainable, effective solution for improving the customer experience?

Contact Center 48

Contact Center Abandon rate Chatbots CRM 48

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Best practices

Alorica

OCTOBER 3, 2018

New Sites in Guatemala, Jamaica and Mexico to Hire Thousands to Meet Growing Demand IRVINE, Calif. – (Oct. 3, 2018) – Alorica Inc., the world’s leading provider of customer interactions, announced today its strategic expansion in Latin America and the Caribbean with the addition of three major sites in the region. The sites include Guatemala City, Guatemala; Kingston, Jamaica; and Puebla, Mexico.

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Stratifyd

OCTOBER 3, 2018

Thomas “Toma” Kraft, 28, has been named one of Charlotte Agenda ’s 30 Under 30 class of 2018. This distinction was shocking for the co-founder and VP of Engineering. “It was surprising – a little surreal,” Kraft said. “I work really hard, but at the same time, there are a lot of people out there doing great things in Charlotte.”. Kraft is a Seattle native.

Engineering 49

Engineering Personalization Management 49

Omnicus

OCTOBER 3, 2018

Find out if you’re cut out for creating an amazing customer experience Follow this link and take our quiz.

Customer Experience 56

Customer Experience 56