Callminer
MARCH 17, 2017
CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services.
CustomerGauge
MARCH 17, 2017
We recently unveiled our new mobile-optimized Net Promoter® reporting suite with cutting-edge retention and Monetized Net Promoter features. Today, we are excited to announce that we are adding a brand new KPI Dashboard to our suite of reporting. The CustomerGauge KPI Dashboard is a must have for all Program Managers. It will give you and your organization […].
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Uniphore
MARCH 17, 2017
Jacada is dramatically improving the experience of customer service at contact centers around the world. By providing the option to pivot an inbound call to a digital session, customers are able to bypass long hold times and effectively self-service their inquiry. This digital session is launched in-context, when required, and all without the need to download a mobile app.
Amity
MARCH 17, 2017
In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level. If you've boarded the Customer Success train, you probably already know why reducing churn is so important.
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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.
aircall
MARCH 17, 2017
It’s important to know that on average it’s cheaper and easier to retain existing customers than to acquire new ones. An increasing number of top executives are refocusing their efforts on toward customer retention. Let’s break down customer churn as well as what to do about it. What is Customer Churn, and How Is It Measured? Customer churn refers to the rate at which customers stop subscribing to a service during a given time period.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClientSuccess
MARCH 17, 2017
It’s inevitable that bad experiences will happen as it relates to the journey your customers are on with your organization. Many companies have hundreds if not thousands of customers that are engaging with their product, team members, and services each and every day. And the likelihood that each customer has a seamless and pleasant experience every day is unrealistic.
Talkdesk
MARCH 17, 2017
Have you ever heard a story about a founder who framed his or her first dollar earned? It’s a little corny, but it’s an easy reminder that every company starts with just one dollar. That individual bill isn’t worth more than any of the other earned dollars, but the moment surrounding that first transaction was so memorable that it’s forever a part of that company’s story.
Uniphore
MARCH 17, 2017
This additional revenue can then be channeled back into agent upskilling. Contact centers, like any business, face a continuously mounting barrage of costs. Whether we are talking wage increases or rising operational costs, the need to improve efficiencies and limit overheads is a problem that simply won’t go away. Read More.
Verint
MARCH 17, 2017
No doubt contact center executives have a great deal to occupy their thoughts day and night. To execs who are hoping for a better night’s sleep—good news awaits you. It is quite likely that a solution to help reduce your operational headaches may be closer than you think.
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!
ShepHyken
MARCH 17, 2017
This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken. The rise of digital culture has shifted our world in so many profound ways, and topping the list is the lightning fast speed at which we expect things – information, answers, service, deli
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