Mon.Oct 14, 2019

Why You Need an Omnichannel Call Center

Ansafone

An outsourced omni-channel call center is a great option when you have too many incoming and outgoing calls and not enough time. The post Why You Need an Omnichannel Call Center appeared first on Ansafone Contact Centers. Ansafone omni-channel call center customer service omnichannel

At-Home Training for Call Center Agents

ChaseData

Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

CX, There Is More Behind It Than Your Frontline Staff

Hello Customer

Customer Centricity Metrics & Methodology

The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How Tech Can Make CCM Easier or Harder

Topdown

Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.

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9 Acronyms to Make You Sound Like a Language Industry Expert

Certified Languages International

Nothing is more inescapable in the present-day workplace than the acronym. True, they aren’t embraced by everyone — especially those who think acronyms are elitist, confusing, or just plain unnecessary — but that won’t stop their use. Not unless you’re Elon Musk , of course.

Focusing on Customer Success Leads to Improved Customer Satisfaction

ClientSuccess

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.

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Next Stop -San Francisco Area - Talkdesk and Zoom

Jon Arnold

Double-header this week, thanks to some last-minute jockeying with the folks at Zoom. Tomorrow I take an early flight to San Fran for Talkdesk’s analyst event, and will then join the tail-end of Zoom’s event on Wednesday in San Jose.

It’s Getting Late: Do You Know Where Your Cornerstone Support Content Is?

Mindtouch

In the world of architecture, a cornerstone is the first stone set in the foundation. It joins walls, bears weight, and is the basis for which the rest of the structure is built—both outward and upward. In many ways, the structural integrity of the building itself relies heavily on its cornerstones.

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.

Should Companies Use Corporate Philanthropy to Increase Employee Engagement?

Andrew Mcfarland

Intrinsic motivation comes from a combination of purpose, autonomy, and mastery. If employees lack purpose, their engagement diminishes. Many companies address this gap through corporate philanthropy – should they? PRO/FOR Earlier this year I joined several hundred other strangers and.

5 Top Customer Service Articles for the Week of October 21, 2019

ShepHyken

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.

How to Make Customer Support More Accessible to All Users

Nicereply

More accessible service makes the world more approachable for everyone – not just those with disabilities. According to the World Health Organization, roughly 15% of the world’s population experiences a disability of some type.

Customer Service Week 2019 at iQor

iQor

iQorians and other support specialists around the world celebrated the magic of customer service during Customer Service Week 2019! Customer Service Events

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.

5 Ways to Reduce Patient Engagement Costs with True Omnichannel

LiveVox

How to Reduce Patient Engagement Costs with True Omnichannel? Demand for customer service is rising, yet providing more staff to meet the demand is an expensive solution.

To Stimulate Engagement on the Outside? Start on the Inside

Hello Customer

Customer Centricity Employee Engagement

4 Problems Hosted VoIP Can Solve

Jive

Today, businesses have the option to email, video conference, instant message or text to reach out to customers and colleagues. Despite the variety of options businesses have, they still rely on voice calls as a primary means to communicate.

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Hello Customer Digest: 2018 CX Trends

Hello Customer

Metrics & Methodology Artificial Intelligence Employee Engagement

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.

Zippia Names Stratifyd a Great Place to Work

Stratifyd

STRATIFYD: GROWING FAST. by Lindy Gullett, PhD. Today, we're doing a deep dive into the company culture at Stratifyd. The fastest growing tech company in Charlotte, North Carolina, Stratifyd creates real-time data visualizations of customer feedback.

Customer Experience? A.I. Captain, A.I.!

Hello Customer

Artificial Intelligence

Alorica Launches Global Recruiting Initiative To Hire 25,000 Insanely Great Customer Experience Associates

Alorica

Leading Digital Transformation Provider in Search of Thousands of Top Talent to Help Fulfill its Vision of Making Lives Better, One Interaction at a Time IRVINE, Calif. – (Oct. 14, 2019) – Alorica Inc., a global leader in customer experience solutions, today announced plans to hire at least 25,000 customer experience associates across 100 contact centers worldwide. To kick off this ambitious. Source. Press Release

Caution: Feedback Iceberg Ahead!

Hello Customer

Metrics & Methodology Customer Engagement

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.

Podcast: Is Messaging the Next Brand Channel?

Quiq

Share This Story. “Waiting for email to come back is like watching paint dry.” ” Today’s digital and mobile environment is driving customer preferences to quickly evolve and affect how consumers choose to engage with brands.

The Future of CX? It's #TeamHuman!

Hello Customer

Artificial Intelligence Customer Experience

Do We Need Rocket Scientists Or Marketing Polymaths?

Salmat

What does it take to be a successful modern marketer

Customer Experience and the ROI

Hello Customer

Customer Centricity CX & Business Strategy

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.

The Secret To SME Letterbox Advertising Success

Salmat

How many times have you looked at a piece of direct marketing mail and thought, “There’s no way this will generate a response, I could do much better than that!” ” You can’t help but wonder why some mailers cram their flyer with unnecessary text or fail to include an alluring call to action

10 Ways to Increase Response Rates with Hello Customer

Hello Customer

Hello Customer Metrics & Methodology

SME Target Market Mistakes To Avoid

Salmat

Big data, online, offline, social media, SEO, SEM, eDMs, SMS… We’re just spoilt for marketing choice these days, aren’t we?! But running your marketing campaigns without zeroing in on your target market is like buying a gift for a complete stranger. Ultimately, you’ll just waste your time, effort and money