Mon.Aug 12, 2019

8 Ways to Use AI in the Contact Center


Are organizations attempting to use artificial intelligence (AI) in the contact center? Yes, without a doubt.

Call Center Agent Scorecard Templates


Scorecards are becoming the go-to tool to help create a strong and successful call center environment. They are a quick and easy way to get an idea of how your agents are communicating with customers.

Not All Deviance is Bad for the Company Culture


The Society for Human Resource Management’s (SHRM) website for members offers a series of discussion threads where HR professionals ask and answer questions. Discussions range from very technical explanations of FMLA to less important topics like some inexpensive gift ideas for staff at Christmas.

How Does Coaching Boost Productivity in the Workplace


Want to improve your team’s productivity and unlock every employee’s full potential? One of the simplest and best ways to drive your team to greatness is coaching.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook today, and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics!

A Story of Availability, Convenience, and Consistency

Steve DiGioia

and donuts! I pulled into the Dunkin’ Donuts drive-thru and asked the man on the intercom if he had any glazed donuts. He said, “Sorry, we don’t have any more donuts”. WHAT? I know this was at 11 pm on a Saturday night but how can you not have any donuts? Isn’t that what you do?

More Trending

The Importance of Customer Satisfaction


The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. Feed generated with FetchRSS


Ignore the Haters: Why You Should Focus on your NPS Passives Instead of your Detractors


While it’s true that focusing on detractors is helpful for lifting your company’s NPS score as a whole, ignoring the passives while you do so may be doing more harm than good. At this point, most people are familiar with NPS, also known as Net Promoter Score , and how to calculate it.

When Stress Gets You Down, Get a Rudy

Certified Languages International

Rudy enjoys Take Our Daughters and Sons to Work Day with friends both new and old.

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration


One of the most anticipated sessions of ACE 2019 kicked off on Tuesday, July 30 with an energizing introduction from Aspect CMO Michael Harris, followed by CEO Patrick Dennis sharing observations from his first 175 days.

Travel 111

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language!

The Best Ways To Improve Innovation With Better Ideation & Insights


One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful.

Next Stop - Huntsville, AL and Adtran

Jon Arnold

Got home from Twilio’s event late Thursday, and didn’t even bother to unpack. Barely home two days, and back out again, this time to Huntsville, AL and Adtran’s Connect event. Haven’t been to an Adtran event for a few years, and am glad to be back in the loop with them.


There are several models for software acquisition. What are they, and what are the benefits of one vs. another?

Monet Software

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Omnichannel on the Rise—And for Good Reason


Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel.

Workforce Management Basics in Today’s Contact Center: Part 1

NICE inContact

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time.

Artificial Intelligence: what is hidden under the layer of magic

Hello Customer

Artificial Intelligence Featured


Make customer service a pillar of your company culture and success will follow


It's no secret that top-notch customer service needs to be a mainstay in any organisation. Check out this guest post from G2 on the importance of integrating customer service as a pillar of your company culture.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Customer Service Starts With Healthy Employees

CSM Magazine

Customer service is one of those areas where it’s either great or terrible with little or nothing between the two extremes. The representatives are either knowledgeable about their products and services or they don’t have the first clue what they’re doing.

Quantifying Benefits of CCM, CX


Forrester Research and other firms have found that delivering a customer experience (CX) with ease, effectiveness, and emotion drives higher revenues and profitability versus industry peers. That explains why CX has gotten a lot of attention (or at least lip service) from C-suite executives and board members. Strategy Customer Experience Customer Communications Digital Experience

6 Habits of a Customer-Centric Brand


For any company that is seriously invested in long-term success, perfecting the customer experience should be a priority. Customers reward the brands that are devoted to them: According to ThinkJar, 55% are willing to pay more for a guaranteed good experience.

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market


ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. Infosys”), a global leader in next-generation digital services and consulting, announced today that they are teaming up to provide 100% cloud-based CCM solutions which will help companies across the globe accelerate their digital transformation efforts.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

When Stress Gets You Down, Get a Rudy

Certified Languages International

Rudy enjoys Take Our Daughters and Sons to Work Day with friends both new and old. When it seems as though the battle for language rights will never end (see: Section 1557 revisions and videos replacing interpreters in immigration court hearings ), find something that will make you happy, a little less stressed, and hold on tight. For us at CLI, that something isn’t a something at all, but more like a someone: Rudy. Who’s Rudy?

Stratifyd Spotlight: Daniel Day


Estimated reading time: 5 minutes. A common theme throughout Business Analyst (BA), Daniel Day’s life has been starting over with a fresh perspective. He’s overcome several mental and physical challenges that have made him stronger and brought him to where he is today. Day was born and raised in North Carolina. Hurricane Hugo hit the NC coast when he was a newborn and his family was forced to evacuate from their home in Myrtle Beach.

How to Fine Tune Your Customer Journey Mapping


When an organization has a client base that is composed of multiple generations it’s easy to make assumptions about the desires and wants of each generation based on generalities. Doing this, however, would be unwise. For example, not every member of an older generation prefers to speak to a live person and not every member at the younger end of the target audience spectrum wants to conduct all of their business over a smartphone

More on IBIZA, Totango Product Updates | August 12, 2019


We’ve released our newest iteration of IBIZA, with some very exciting updates! Read on to see how we’re focusing on productivity. Early Access Feature Controls.

APIs 14

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.