Tue.Nov 05, 2019

Why Omnichannel is Key to Great Customer Journeys


What are the Components of an Omnichannel Customer Journey? A true omnichannel customer journey closes the gaps between channels by providing customers with a unified experience across all touchpoints.

Actually, Customer Service IS a Cost-Center… Here’s Why


Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. But I’m here to burst the bubble.

The risks of complacency in an outsourcing partnership

TELUS International


How To Analyze Outsourcing Costs


As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs.

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.

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

Contact Center Pipeline

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights.

More Trending

The Top 5 Product Usage Metrics for Customer Success Teams


Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer.

Launching Your Sales Enablement Career


Sales enablement is a rapidly growing discipline. As of 2018, 61% of organizations have a dedicated sales enablement person, program, or function

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Press Release: Inbound Phone Score Study Provides OEMs and Dealers Insight in Customer Experience

CallSource Insights

Toyota & Acura Rank Highest Across Luxury and Mass Market Brands for Inbound Phone Experience Released by CallSource.

Driving Sustainable Growth and Diversifying Success


Vincent Manlapaz, in an interview with Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a "growth mindset" in the organization and modernizing the CS program. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Uberizing the Utilities Sector in the Fourth Industrial Revolution

CSM Magazine

Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy.

Small Business Saturday 2019: Ready Your Phone System


The changing of leaves has signaled the countdown to Small Business Saturday 2019 for many local retailers. The Nov. 30 demarcation of the holiday shopping season this year may be hectic, but it doesn’t have to be unmanageable.

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How CIOs Can Evolve IT for the Digital World


Digital transformation is a requirement for businesses that wish to remain competitive, and the constant state of innovation is fundamentally transforming today’s enterprise network and data center infrastructures at a rapid pace.

The Final Quarter: Ensuring Call Center Success in the Last Months of 2019


As the end of 2019 begins its approach, many contact center owners and managers may be wondering how to maintain their facility’s success through the fall and early winter.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

My Next Webinar - with Nextiva - Selling On-Prem SMBs to Cloud

Jon Arnold

This is the second webinar on my November calendar at the moment, and this one is in partnership with Channel Partners , sponsored by Nextiva. I’ve followed Nextiva for a few years, and they’re one of the leading cloud providers, especially in the SMB space.


“Enlightening, Eye-opening, Inspiring” - Watch the Expert Talks of PlanCon UK 2019


"Thought provoking. Insightful. Invaluable… Informational. That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got. WFM Strategy

Who is Winning the CX Battle: Chatbots or Solvvy?


We’re often asked if Solvvy is a bot. The short answer? But to help you understand, we can go deeper than that. Read the infographic to make your decision on who wins the customer experience battle! The post Who is Winning the CX Battle: Chatbots or Solvvy? appeared first on Solvvy

How to Use the Data You Have On-Hand to Build Call Center Improvement Strategies for a Customer Experience that Consistently Stands Out


With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. And, you learn what doesn’t. But if you don’t build call center improvement strategies that put what you find into action, your data is useless.

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.

#CS Lessons: Samsung Sinks, then Swims, with its Customer Service Strategy


What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold.

Feasting on the Benefits of Digitally Transforming Industries

Revation Systems

As Thanksgiving rolls around, many reflect on the aspects of their lives that they are grateful for — whether it’s good health, overcoming a financial hardship, achieving a successful year in business or just an occasion to feast on pumpkin pie.

Dreamforce 2019


Dreamforce 2019 , the annual Salesforce conference, is almost upon us! Always held in San Francisco, this year the conference will be from November 19-22. Our Upland InGenius team is hard at work to make this year's show our best one yet. Here's what we'll be up to: The booth.

How the Best Retailers Rely on Smart Employees

Toister Performance Solutions

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual.

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.

Why Your Business Needs an Omnichannel, Customer-service Strategy

Working Solutions

In today’s tech-focused world, great customer care requires interacting with people on a wide variety of communications channels. And that’s just the beginning: According to research from Salesforce, today’s consumers also expect a seamless, integrated experience across all of those channels—and more than half of them (55%) feel that businesses are failing to offer it. […]. Operations omnichannel customer service

Success is Living Like Your Cat

Chip Bell

I recently visited the Key West home of famed writer Ernest Hemingway. The descendants of Hemingway’s many six-toed cats still live on the grounds and join visitors as a part of their tour. His quote about cats got me thinking about what I learn from my cat. “A A cat,” wrote Hemingway, “has absolute emotional honesty: human beings, for one reason or another, may hide their feelings, but a cat does not.”. I know some people don’t like cats; I have friends who are allergic to cats.

Characteristics of a Good Project Manager That Translate Into a Great Customer Experience

Etech GS

One of the goals of project management is to create a positive experience for your customers.

October Telecom Conference Coverage 2019


It’s been a busy, insightful and exciting month for the world of Telecoms as multiple events took place across the globe, bringing together some of the brightest minds not only in the Telecoms industry but in the wider Information Technology arena.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

12 Helpful Tips To Delight Your Customers


Do you really need to delight your customers? How do you do it? What is the difference between customer satisfaction and customer delight?

Amazing Business Radio: Augie Ray


The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike.

Delighted's retail customer experience guide for 2020 and beyond


Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Does the store carry the products customers are looking for?