BlueOcean
JANUARY 27, 2020
We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that there are specific personality types – and recommended “matches” between those types (New biz idea … Tinder for Outsourcing.
kommunicate
JANUARY 27, 2020
Chatbots interact through instant messaging, artificially replicating the patterns of human interaction. Machine learning allows computers to learn data by themselves without any programming. Using natural language processing you can use chatbots to execute an effortless customer base. Since you are reading this blog you already know all the reasons why a messenger bot is [.].
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Advantage Communications
JANUARY 27, 2020
No matter what market your company operates in, there’s an incredibly high chance that it's saturated with competition. In fact, it's likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new decade full of challenges, goals and achievements, how do you plan to improve your customer service strategy and stand out from the other companies operating in your sector?
Inova Solutions
JANUARY 27, 2020
The metrics that your call center generates are important for several reasons. They give you an insightful snapshot of the volumes and challenges your call center is facing in the moment, allowing you to understand real-time performance and to adjust strategies on the fly. Let's take a closer look at how you can use contact center metrics to motivate agents.
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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.
Customercount
JANUARY 27, 2020
Utilizing SMS texting for survey delivery is an easy and quick way to obtain feedback information so it should be part of your customer feedback strategy. Continue reading → The post Why SMS should be part of your feedback strategy appeared first on CustomerCount.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
JANUARY 27, 2020
5 steps to running a successful Voice of the Customer (VoC) program using GetFeedback's CX solution that integrates effortlessly with Salesforce.
Provide Support
JANUARY 27, 2020
In 2020 year businesses will try to do their best to provide excellent customer service and satisfy their customers. However, to offer smooth customer experience you need not only to answer questions and provide correct answers, but also offer your customers convenient for them communication channels. Modern customers cannot imagine a website without a click-to-chat button.
NobelBiz
JANUARY 27, 2020
In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states. The post Study: One Bad Contact Center Can End a Company appeared first on NobelBiz®.
Concentrix
JANUARY 27, 2020
Get insights on how consumers prefer companies to reach out to them. The post Privacy in a Digital Age: The Great Balancing Act appeared first on Concentrix.
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.
JivoChat
JANUARY 27, 2020
Hey JivoChat lovers ! We have an announcement for you. Since 2012, we’ve focused on helping businesses like yours scale. Today, we’re helping over 283,000 websites support their customers and grow their sales! We’re excited to share that out of 3,500 SaaS companies last year, we were in the Latka top 5% in terms of revenue growth rate. This is a clear sign that our product continues to be loved as we work to scale.
Etech GS
JANUARY 27, 2020
Managing call center operations can be a challenging role in today’s highly social and digital environment. Comments, downvotes, unlikes, and there are many other trends for showing dissatisfaction with a company. Unfortunately, most traditional call center operations are not equipped to handle the growing and evolving criticisms from social media platforms and networks.
CSM Magazine
JANUARY 27, 2020
IDVoice v2.11 offers higher accuracy and speed, smaller footprint, and optimization capabilities to facilitate biometric authentication on a broad range of devices and channels. ID R&D, the award-winning biometric solutions provider offering AI-based voice, behavioral, and anti-spoofing user authentication capabilities, today announced the newest release of its voice biometric solution, IDVoiceTM version 2.11.
ChaseData
JANUARY 27, 2020
Collaboration is a major element of success in today’s biggest and best companies. Many people mistakenly believe that there is no place for collaboration between agents in large companies like contact centers, but this couldn’t be further from the truth. Businesses like call centers and BPO organizations can see big benefits from agent collaboration.
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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.
Topdown
JANUARY 27, 2020
From time to time, we are honored to have an industry luminary contribute a post to the Topdown blog. Today, we are thrilled to have Kaspar Roos, head of Aspire CCS, share some insights from a recent industry survey his team conducted on the transformation of customer communications management into customer experience management.
Robert Davis
JANUARY 27, 2020
By Brad Baumunk , President and COO, Robert C. Davis and Associates. Robert C. Davis and Associates (RCDA) is often hired by clients to work in their vendor partner sites to bring best practices to bear. I recently had the good fortune to work with a top-performing supervisor in one of those sites. Not only did the supervisor have the lowest attrition rate in the company, she was also ranked best in all of the company’s KPIs.
Quiq
JANUARY 27, 2020
Share This Story. See a Demo Today. The post Retailers See 42% Of Online Sales From Mobile Devices appeared first on Quiq.
ShepHyken
JANUARY 27, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. (The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through too
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!
GetFeedback
JANUARY 27, 2020
In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. But as CX guru Shep Hyken notes, while 80% of CEOs think their companies deliver a great customer experience, only 8% of their customers agree.
Solvvy
JANUARY 27, 2020
When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important. And with everything we do, we need to leave room to improvise.
CSM Magazine
JANUARY 27, 2020
There is a saying that gives an advantage to the customer in every case: ‘’the customer is always right’’. Everyone who has worked with customers knows that this can’t be further from the truth. At times, handling difficult customers is almost impossible. In those cases, you have to cut the cords and very often, defend yourself. But, whenever you can avoid negative user experience, it is your professional duty to do your best.
Eckoh
JANUARY 27, 2020
Who will work in the Contact Center of the Future? In this second part of our series, Ashley Burton, Head of Product at Eckoh, profiles the Agent of the Future – and the exciting ways they will evolve. Last time in our series, we talked about the Customer of the Future and the kind of experiences they will demand. But what about the Agent of the Future?
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.
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