Fri.Oct 04, 2019

Omnichannel Contact Center Software For Business is a Must Have Interactive Communication Tool


The good old days are over when businesses could dictate terms to buyers and it is customers who are courted left, right and center.

Why customers don't like bots


Dealing with human beings is one of the biggest downfalls of the customer service industry. What do we mean by that?

Guest Blog: How to Engage Customers with Your Brand


This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement.

Workforce Management Evolution

Contact Center Pipeline

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service.

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.

Why First Response Time Is Not Enough For Your Mobile Customers

NICE inContact

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics.

More Trending

Why Survey Data Collection Is More Important Than Ever


Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?

AI and Real-time Speech Analytics Can Reshape the Contact Center

Noble Systems

Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have been alive and well for years, grand proclamations about their impact typically lack near-term applications that support such a position.

RingCentral Analyst Day - Quick Take and Photos

Jon Arnold

Yesterday’s RingCentral analyst day sure was eventful, and I’ll have more to say about that in a follow on post. For now, it’s time to pack and head to the airport for my flight back.


AI in Ecommerce: Personalization and Beyond

CSM Magazine

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience. Many online retailers are already making use of the AI capabilities built into ecommerce platforms (for example, SAP Customer Experience or Salesforce Commerce Cloud).

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Does Your Hearing Practice Respond to Online Reviews?

CallSource Insights

As an industry that helps people in a very personal way, hearing offices should aim to be personable in every aspect of their brand. This includes putting a real voice to the brand name online – whether that be on the website or by responding to online reviews.

5 ways Credit Unions Reduce Engagement Costs with True Omnichannel


Reduce Engagement Costs with True Omnichannel TDECU, the largest credit union in Houston and the 4th largest in Texas, with over 260,000 members found: “Nobody touches our members or impacts the profitability of my organization more than LiveVox.

ChurnZero Customer Success Professional Spotlight


It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire.

My Next Webinar - 5 Collaboration Challenges

Jon Arnold

Aside from writing and podcasting, I do my share of webinars, and it’s time for the next one. I do these fairly regularly with Ziff Davis/ , and this time around, the focus will be on the major challenges facing businesses as they look to deploy some form of collaboration solution. The choices are vast, and the use cases are many, but most businesses don’t take a strategic approach to collaboration.


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.

5 Easy Steps To Mortgage Lead Generation


Lead generation typically entails a lot of trial and error, but with these 5 easy steps you can be generating leads for you and your business like a pro! The infographic below gives you 5 easy steps to get and keep mortgage leads! Sales Lead Management

Sales 64

Elevate Your Contact Center from a Cost Center into a Revenue Generator!

Enghouse Interactive

Visit us at kiosk #507 to find out how. Click here for discounted tickets! Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. When you think about it, they are getting a steady stream of new information from an unbiased focus group. This data – both individualized as well as aggregated – provides the organization with verifiable truths.

Growth marketing powered by customer experience


Who doesn’t want to grow their business? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers.

The Fundamentals Of Effective Marketing Communications

Beyond Philosophy

Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer.

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.

After You’ve Gone Live with Amazon Connect CX Assurance Continues


In my last blog post , I focused on how Cyara Accelerator for Amazon Connect helps companies achieve both speed and quality in their initial migration to Amazon Connect, and in their ongoing development on their new platform.

Case Study: How RICOH Printers Improved their NPS® by 40 points

Beyond Philosophy

Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out.