ShepHyken
MAY 9, 2017
Matt Dixon Discusses New Ways to Win the Battle for Customer Loyalty. A convenient, frictionless experience is something that consumers want and need, and are willing to pay for. Shep Hyken interviews noted business writer and sought-after speaker, Matt Dixon, to define the effortless experience. First Up: Shep Hyken’s opening comments focus on how important it is to create an easy experience for your customers.
Callminer
MAY 9, 2017
Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance.
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Contact Center Pipeline
MAY 9, 2017
Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the contact center. Yes, some C-levels are “service enlightened” and do not need convincing that those dealing directly with the customer are (or at least should be) a key area of corporate […].
Avaya
MAY 9, 2017
The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on one thing: digital transformation. Digital transformation can mean many things, but includes a fundamental idea—applying digital technologies to all aspects of life. For consumers, they use their smart devices, laptops, tablets, and favorite apps to make it through the day.
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.
CustomerGauge
MAY 9, 2017
You’ll hear the word “customer-centricity” a lot from companies on the cutting edge of customer experience. And, in case you need reminding that such tactics pay off, look no further than the company Sciformix. This year, Sciformix won the coveted 2017 Frost&Sullivan Award for Global Customer Service Leadership, which recognizes those companies demonstrating superior performance […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 9, 2017
As diligent managers and engineers of the Interactive Voice Response (IVR), we have a critical role in identifying and handling the tasks and subtasks that comprise the IVR. I want to share three keys for improving Interactive Voice Response for effectiveness. First, optimize repetitive subtasks. Let me give an example of subtask needing optimization.
aircall
MAY 9, 2017
Aircall is excited to announce our partnership with WeWork on the launch of their new WeWork Service Store , a brand-new integrated hub for business services that gives members the freedom to do what they love without the hassles of traditional business management. Aircall’s partnership with WeWork fits in perfectly as the platform has teamed up with 100+ best-in-class service providers including Salesforce, Lyft, Upwork, Zendesk, Xero, Slack, Amazon Web Services, Office 365, Expensify and many
Provide Support
MAY 9, 2017
New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. Customer service trends topic is one of the most discussed today.
LiveChat
MAY 9, 2017
Do you remember the time when your parents were checking their mailbox and after opening it – they were flooded with leaflets and advertisements? Same thing happens today in the viral world. We’re swamped in advertisements! You open your Facebook account and see two or three offers Facebook thinks you may like. You open Forbes, and it asks you to turn off the Ad Blocker.
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!
Connect First
MAY 9, 2017
Running a call centre requires a great deal of thought, planning, care, and management. A big part of successful management is having a detailed plan of attack. Within your overarching master plan, you'll find you need to create smaller, more targeted plans for different aspects of management. When assembling your plans-within-plans, don't forget to include an employee management plan.
Jon Arnold
MAY 9, 2017
For a change, I don't have to travel to speak, and this is actually the first of three events I'll be speaking at over the next few weeks, all in Toronto. That's never happened before, and around this, I have three industry conferences to attend in the US, so I'm a moving target right now. Busy is good, and I'm happy to support Jeff Pulver as he works to grow his MoNage event - Messaging on the Net - and build community around the emerging space populated by chatbots, AI, machine learning and en
ForeSee
MAY 9, 2017
The retail banking industry is racked with challenges as consumers become more digitally demanding and less loyal. There’s also an influx in competition from financial-tech services, which has further disrupted. The post Why winning on customer experience is the best strategy for retail banks (report) appeared first on ForeSee.
Talkdesk
MAY 9, 2017
SAN FRANCISCO — May, 9, 2017 — Talkdesk today announced it has received certification of its application with ServiceNow®. Certification by ServiceNow signifies that Talkdesk has successfully completed a set of defined tests focused on integration interoperability, security and performance. The certification also ensures that best practices are utilized in the design and implementation of Talkdesk’s Application with ServiceNow.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Uniphore
MAY 9, 2017
In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable. Did you know that it costs today about 6 to 7 times more to acquire a new customer than keep an old one, while just a 5% increase in retention increases profits by up to 95%? Read More.
Clarabridge
MAY 9, 2017
Last week at our annual users conference, C3, the Clarabridge team announced our latest product features and our drive to help companies start a CX Revolution. It is our vision to empower brands with the tools to integrate data-driven customer experience into the fabric of every business, across every department in the business. To say the market is excited is an understatement.
Verint
MAY 9, 2017
I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. The focus of most of my musings has been on the need for new tools and processes that create operational visibility and efficiencies.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and … Continue reading → The post Take a Moment and Be Inspired appeared first on Brad Cleveland.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
Toister Performance Solutions
MAY 9, 2017
A Vice President for a large financial services company recently asked me about the merits of creating internal competition. He was thinking about creating a kind of scoreboard that would show branch managers how their particular location stacked up against other branches. The scoreboard would contain metrics from a variety of categories such as customer satisfaction.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy! Be sure to subscribe to receive the next issue in your inbox.
Brad Cleveland Blog
MAY 9, 2017
Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an action-oriented “To Do” section. Enjoy! Be sure to subscribe to receive the next issue in your inbox.
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