Contact Center Pipeline
JUNE 8, 2017
The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has been a bit unsettling, though, given the tendency to couple the acronym AI with the word “replace”—as in “AI Will Replace Half of All Jobs in the Next Decade” or “Could […].
Kayako
JUNE 8, 2017
One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Average reply time, first response time, and the overall volume of conversations can give you useful insights into the productivity of your support but they each have flaws.
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CustomerGauge
JUNE 8, 2017
Today’s Net Promoter® News will, as always, feature the inspiring stories of prosperous companies around the world, who have mastered the NPS methodology and enjoy positive business results. SAP achieves an NPS score of 19 for 2016, Securus Technologies completes fourth year of using NPS and many more stories… Enjoy today’s Net Promoter News roundup!
Taylor Reach Group
JUNE 8, 2017
By: John Cockerill. Regardless of the size of the Call Center(s), you have this in your arsenal. It can be a tool of massive value. Be careful how it gets used. Forecasts of Demand make you more knowledgeable and powerful than others in your organization. A decent forecast backed by data and agreed upon by all is a point around which you can make decisions with high degrees of certainty.
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Toister Performance Solutions
JUNE 8, 2017
Photo credit: Jeff Toister. Being outside is incredible. You can get great exercise. Clear your head. And you never know what sort of discoveries you might find, such as a random helipad on a hiking trail. If you love the outdoors, you probably love REI. It's an amazing company that sells all sorts of outdoor gear from camping and hiking equipment to bicycles, kayaks, and skis.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aria Solutions
JUNE 8, 2017
Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level? This would allow for much more powerful analysis, as well as the ability to think outside the standard box of metrics every legacy system provides.
Mindtouch
JUNE 8, 2017
Live chat support is a great way for companies to provide a convenient channel for support. According to research from Inc.com , 51 percent of customers expect businesses to be available 24/7 to assist and answer questions. Chat boxes provide a low-stakes way for customers looking for support to contact the company. This can pose a problem. Many companies are staffed from 9-5 by support agents or sales reps.
Influitive
JUNE 8, 2017
In a world full of paid social media influencers and confusing “native” ads, every buyer has become a skeptic. In his Advocamp 2016 talk, Robin Hamilton, director of UK-based agency inEvidence, delivers hard-hitting insights about how to build trust with doubtful prospects. Using fascinating examples from human history, Robin presents the one tool brands can.
Verint
JUNE 8, 2017
In today’s world, you don’t always have to call or wait on a helpline or in a chat window for a customer service agent to help you. You can immediately ask a crowd of customers, partners or customer service agents for help—online communities are open 24x7, so it makes the idea of going to a community for help much more appealing.
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.
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