Contact Center Pipeline
OCTOBER 9, 2018
The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations are growing as fast. It can be challenging to keep pace and keep everyone happy. Now might be a good time to reevaluate the tools that you are using at your […].
Call Center Weekly
OCTOBER 9, 2018
In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But, let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves. Do you agree with the above statement? If we’re not taking care of ourselves, how the heck are we supposed to truly care for our customers?
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VHT
OCTOBER 9, 2018
How fast can prospects or customers with questions get from your social media page to a customer support agent? If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center. Fortunately, social callback makes the transition from a social media channel to voice channel as seamless as possible.
TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter
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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.
Micah Solomon
OCTOBER 9, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. 1.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Andrew Mcfarland
OCTOBER 9, 2018
(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t.
CX Accelerator
OCTOBER 9, 2018
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
Callminer
OCTOBER 9, 2018
CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.
Customer Guru
OCTOBER 9, 2018
Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.
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.
Relay Blog
OCTOBER 9, 2018
The first goal of customer service is to make a customer’s experience with your business. The post 20 Strategies for Creating a Seamless Customer Service Experience appeared first on Relay.
teleopti
OCTOBER 9, 2018
Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a leading contact center research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press. With nine leading workforce management (WFM) vendors reviewed in detail, the report included a comprehensive vendor satisfaction survey, measuring and ranking vendor approval ratings across 24 product components and 11 vendor categories.
Fonolo
OCTOBER 9, 2018
Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. Produced by SOCAP International, a collaborative community of leading customer care experts from diverse industries, the Re-Imagine Customer Care Conference will bring together renowned brands and
teleopti
OCTOBER 9, 2018
Teleopti, world-leading vendor of software for strategic workforce management and optimization of communication management, does it again – making it on the list of Europe’s top 100 workplaces in 2015. Based on its thirteenth consecutive-year survey, the Great Place to Work Institute announced Teleopti’s placement – no 36, up from 49 the previous year – at an awards ceremony in Luxembourg yesterday.
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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.
Customer Experience Matters
OCTOBER 9, 2018
As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans?
teleopti
OCTOBER 9, 2018
Teleopti, a global leader in workforce management software for contact centers announced today that for the 2nd consecutive year it has been named a top Workforce Management (WFM) provider by DMG Consulting LLC in the 2016 WFM Product and Market Report.
Ansafone
OCTOBER 9, 2018
Businesses seeking to expand their customer base often find that strengthening their relationship with a BPO contact center is the savvy solution for engaging potential leads, tapping into new markets and consolidating operations. Consider these five ways that outsourcing your contact center operations to a BPO provider can help your business diversify, acquire more customers … 5 Ways BPO Expands Your Business Reach Read More ».
SharpenCX
OCTOBER 9, 2018
It’s not top-secret news that agent retention is a problem in contact centers. Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. We know that attrition is taxing on contact centers, but why is. Read More. The post 8 Reasons for Agent Burnout (and how to avoid it) appeared first on Sharpen Contact Center Software.
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!
Ansafone
OCTOBER 9, 2018
OCALA, FL (Oct. 1, 2018) – Ansafone, a U.S. based outsourced Contact Center has earned SOC 2 certifications for both the Ocala, FL and Santa Ana, CA locations. SOC 2 compliance ensures that your provider receives regular SOC 2 reports with descriptions of the company’s efforts to deliver on the following five Trust Service Principles: … Ansafone Earns SOC 2 Certification Read More ».
teleopti
OCTOBER 9, 2018
Today Teleopti, a provider of Workforce Management (WFM) solutions and Mitel(R), a leader in business communications announced that Mitel has become a reseller of the Teleopti WFM solution.
Toister Performance Solutions
OCTOBER 9, 2018
Note: This post originally appeared on LinkedIn. Customer service leaders often grouse about their young employees. They refer to them as "kids," meaning these employees are still in high school, working through college, or are recent college graduates. The typical complaints about these employees include: They don't know how to be on time. They lack a strong work ethic.
Concentrix
OCTOBER 9, 2018
Award Recognizes Best Practices in Customer Management Sao Paulo, Brazil – Concentrix proudly received the ABT Award for best business to business to customer (B2B2C) relationship. The post Concentrix Wins ABT Award in Brazil appeared first on Concentrix.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
teleopti
OCTOBER 9, 2018
Lending firm Billions Finance has expanded its business, earning top-level market share. In response to the booming market, the firm has around 2,000 agents working in their customer-service organization. Continued expansion, anticipated for 2015, brings new challenges. In December, 2014, Teleopti won the bid to provide a workforce management (WFM) solution for the rapidly growing firm, in dire need of top-notch WFM automation.
Jon Arnold
OCTOBER 9, 2018
If you can say that title three times fast, maybe it will make more sense. Cybercrime touches just about everything these days, but it’s usually not top of the list for collaboration. It really should be, and that’s what this post is about. At the recent SCTC conference, there was a great keynote about the state of cybercrime, and I've filtered that through the lens for collaboration.
teleopti
OCTOBER 9, 2018
We would like to congratulate our customers for the well-deserved awards received during the Middle East Call Centre Awards 2015, an award ceremony hosted by Insights to recognize and award the most performing contact centers in the region.
BlueOcean
OCTOBER 9, 2018
Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not the ones who are as invested in your company’s success as you are.
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.
teleopti
OCTOBER 9, 2018
Teleopti, a leading provider of solutions for Workforce Management (WFM), and Servion, - a specialist in Customer Interaction Management (CIM) solutions have announced that they have to combine innovative technology and expertise to deliver market-leading technology for enterprises looking to enhance their Contact-Center operations.
Jive
OCTOBER 9, 2018
Have you taken advantage of the Connect PRO Bundle offer yet? If not, it’s not too late! Our customers loved the deal so much that we’ve decided to extend the offer until the end of the year! In other words, now is the time to receive all your communication needs without all the extra costs. LogMeIn has introduced the Connect PRO Bundle, a cloud communication and collaboration offering made possible by LogMeIn’s recent acquisition of Jive Communications.
teleopti
OCTOBER 9, 2018
Teleopti, a global leader in workforce management (WFM) software for contact centers, and Cicero Inc. (BB: CICN), a leading provider of desktop activity intelligence and improvement software for the back office and contact center, announced a new partnership to bundle the Cicero Discovery Sensor Suite with Teleopti’s front and back office WFM solution.
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