Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C

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Consulting Consulting Customer centricity Surveys 170

Contact Center Pipeline

JULY 12, 2018

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by those responsible for running the operations as it is unlikely the executive level will be the initiator. In this installment of “Lost in the Labyrinth,” I discuss how business leaders need […].

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Contact Center Call Center Management 100

Bright Pattern

JULY 12, 2018

Coming back from Customer Contact Week (CCW) 2018 in Las Vegas, Nevada, the largest customer service and contact center trade show, the seemingly “old” subject of customer service looked refreshingly new with discussions of bots and AI. It was some of the older topics revolving around effort, omnichannel, and personalization that stood out to me. Why?

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Contact Center Personalization Customer Service 44

Toister Performance Solutions

JULY 12, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The first customer I ever served resulted in a service failure. Some of it was my fault. I said the wrong thing to a customer and he stormed off, grumbling about the sorry state of customer service these days.

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Advertising Personalization Customer Service Contact Center 48

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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.

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. Strategic Partnerships with Contact Centers. “ 60% of B2B clients are emotionally indifferent toward their suppliers. ”.

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Cyara

JULY 12, 2018

Part of our work in the Domain Consulting team is advising Cyara customers on their Agile/DevOps journeys. Through this process, we've identified a path to DevOps in the contact center that I'd like to explore in more detail. In the first post of this series , I talked about putting in the guard rails with design-driven assurance. In this post, I'll talk about how to accelerate the delivery of value using automated deployment and configuration of off-the-shelf contact center software, or impleme

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Contact center software Cloud contact Contact Center Consulting 52

Rant And Rave

JULY 12, 2018

People talk. We all know that. Gossip spreads around the office faster than news of cake in the kitchen. WhatsApp allows you and your friends to chat 24/7, whether catching up on the weekend’s antics (or hearing about that certain someone who should have gone home early).

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Solvvy

JULY 12, 2018

That means… “Bots” is a term used everywhere in the industry of customer service. They come in the form of chatbots, virtual customer assistants, avatars, intelligent assistants, conversational agents, and basically whatever else a company wants to call their product. So what do these terms refer to, exactly? Is there a universal way to classify bots based on their features or internal technology?

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Technology Chatbots Advertising Engineering 48

Tethr

JULY 12, 2018

At the recent CUSTOMER CONTACT WEEK event in Las Vegas, nearly every potential customer we spoke to seemed to be very focused on a handful of speech analytics features—but, when pressed, often had a hard time explaining why those features were necessary to deliver business value. The clearest example of this is “real-time analytics.” What this means is that an AI-BASED SPEECH ANALYTICS SOLUTION is capable of analyzing conversations in real-time—as a rep is talking to a customer.

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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

Surveys

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Take a look at this month’s picks, I hope you enjoy them as much as I did! From the Dentist’s Chair. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience.

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Customer Service Entertainment CRM Best practices 41

Playvox

JULY 12, 2018

Are you measuring customer service performance? Customers don’t always give you the clearcut data you need to create kickass customer service experiences. This isn’t because they don’t want to tell you, but more so because sometimes the answers aren’t so obvious.

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Customer Service Customer Experience 41

Cisco - Contact Center

JULY 12, 2018

Five ways the combined strength of the Cisco and BroadSoft calling portfolios is helping you accelerate transitioning to cloud.

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Sykes

JULY 12, 2018

Mystee Thompson, junior lead at SYKES DeLand, wasn’t sure what she wanted to do when she entered college. She tried nursing, and then dental assistance, but decided both were the wrong fields for her. She likes crunching numbers and briefly thought about accounting, but decided she didn’t want that for her life’s focus. “I was searching for degrees,” she recalls, “trying to find something I was passionate about.

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Education Technology Accountability Personalization 40

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

plumvoice

JULY 12, 2018

Plum Voice has been at the vanguard of voice channel and IVR security for years. We pride ourselves on offering reliable cloud communications products that are compliant with some of the most desirable security standards in existence. These include PCI-DSS, HIPAA, and SOC2. As of May 2018, we can now add Visa Verified to that. Read More. The post Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers appeared first on Plum Voice.

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Interactive Voice Response 40

Clarabridge

JULY 12, 2018

Just flew back from beautiful London after Clarabridge was awarded Most Effective AI Solution at the Effective Digital Marketing Awards ceremony. We are incredibly proud and humbled by this recognition, especially as it celebrates the application of Artificial Intelligence to deliver effective business value which is what our company is all about. What a fun ride it has been: starting with the AIconics Award in early June, then the Forrester AI-Based Text Analytics and AI-Fueled Speech Analytic

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Analytics Marketing Technology 40

Quadient

JULY 12, 2018

I know you expect a lot from Quadient. We’ve been busy since the launch of R12 in May. The PMM team finished the FMAP (First Mover Advantage Program) release 12.2 and scoped the 12.3 FMAP to advance the roadmap we’ve been bringing to you for the past few years. We’ve been innovating by following your applications, listening to the people in your organization, and adjusting our approach to make it easier for you to communicate with your clients.

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UJET

JULY 12, 2018

“Hold on just one moment,” the customer service agent says.

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CRM Customer Service Multichannel Customer Experience 56

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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

Solvvy

JULY 12, 2018

The post Bots – Making Sense of Conversational Technology appeared first on Solvvy.

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Technology 48

CX Journey

JULY 12, 2018

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. in your organization - or any organization - start with the leadership team. Senior leaders and executives: take a good, hard look at how you and your colleagues act, behave, make decisions, walk the walk/talk the talk, live the values, etc.

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Customer centricity Metrics Feedback Customer Experience 37

iQor

JULY 12, 2018

Reading Is (Always) In.

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EPIC Connections

JULY 12, 2018

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what you need to know. Integration technologies are reaching a new era where virtually all business applications can seamlessly work together, creating an environment where call centers can easily initiate sophisticated multi-application

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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

Brad Cleveland Blog

JULY 12, 2018

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. … Continue reading → The post 5 Secrets to Better Scheduling Results appeared first on Brad Cleveland.

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Call Center Contact Center Management Customer Service 26

Tenfold - Contact Center Blog

JULY 12, 2018

A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the upper management. Imagine having to balance operational costs, customer experience, agent retention, and revenue growth–Contact center managers need to be on top of all of these things 100 percent of the time.

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Contact Center Management Coaching Call Center 66

Brad Cleveland Blog

JULY 12, 2018

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!

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Call Center Contact Center Management Customer Service 20

Branch Mesenger

JULY 12, 2018

Here is a look at the top headlines we've curated this week about the world of retail, technology and work: ?? Americans Who Want to Quit Jobs Reach 17-Year High. ?? Targeting Targets Most Targeted. ?? E-Tail Eating up Warehouse Space. ?? Trade War Targets Home. ?? Traffic Lines up for Drive-Thru. ?? App Gives Workers Safety Net. ?? Giving Hope in the Recovery Kitchen. ??

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Real estate Advertising Feedback Marketing 54

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

Brad Cleveland Blog

JULY 12, 2018

The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!

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