Contact Center Pipeline
MAY 18, 2017
If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United States. In 2014, TCL’s leadership team made a commitment to change that. Their goal: To become the No. 3 TV brand […].
Kayako
MAY 18, 2017
Think about your ideal experience as a customer. It was smooth and quick to get in touch with a knowledgeable and friendly support person, right? You felt heard, and understood! When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. And yet we more commonly experience high friction scenarios.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Kristina Evey
MAY 18, 2017
We make decisions every day, every hour, about how to run our business – how to make it better, how to make it more efficient, how to motivate our staff, how to increase revenue, how to cut costs, etc. The daily decisions are endless. But – there is ONE thing that is seldom considered in these decisions. And, unfortunately, it’s the most important thing.
AskNicely
MAY 18, 2017
(don’t just leap in). *you should think of NPS as a way to lovingly embrace your customer rather than attacking them, but for the sake of our black belt theme, we’re going to call it an attack. Right, you’ve convinced your boss? and the rest of the business that you need to start measuring NPS. What’s next? This Yellow Belt Guide covers simple tips to make sure you’re ready to kick off.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
NICE inContact
MAY 18, 2017
We all know that businesses have to adapt with changes in order to thrive and survive. Wayne Gretzky has been known to say, “I skate where the puck is going to be, not where it has been.” Some of the most notable successful pivots would include Nokia, moving from a pulp-and-paper company more than 100 years ago into a technology and cell phone leader in the early 2000’s.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClearAction
MAY 18, 2017
5 Radical Changes to VoC of the Future for ROI Maturity optimizecx. What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and financial data, or driving customer experience (CX) excellence?
Avaya
MAY 18, 2017
Studies continue to show that veterans’ healthcare needs are increasingly complex. The total number of veterans relying on Department of Veteran’s Affairs (VA) health care has substantially increased—even as the veteran population has been declining since 1980. Many problems impacting veterans are similar to the general population’s challenges. Communication solutions are a key to solving many problems, according to “To Bind Up the Nation’s Wounds: Ongoing Efforts in Veterans Health Care Moderni
Mindtouch
MAY 18, 2017
For years, manufacturers have stuck to manufacturing and left the consumer sales to third-party retailers and wholesalers. Cutting-edge manufacturers like Nike, Apple, Tesla and Whirlpool are bucking that trend in favor of direct sales channels. Let’s break down a few reasons why this makes for an improved customer experience in the long run, even for companies who haven’t sold directly to an end user in decades.
Knoah
MAY 18, 2017
Positive customer experiences on social media get people talking about a brand. Modern customer service is sometimes performed for an audience. Social media platforms allow customers to post comments and questions on public company pages. This can be a brand obstacle or boon depending on how a customer care representative handles the pursuing interaction.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Toister Performance Solutions
MAY 18, 2017
The post-sale experience is a giant opportunity for many manufacturers. Let's say you buy a refrigerator. Buying an appliance like that is a big investment that should last a long time, but there are many reasons you might need support. Registering the refrigerator for warranty support. The water filter needs to be changed every six months. A few years down the road, you might need a new part or a repair.
Knoah
MAY 18, 2017
A mobile device gives you control over a smart home, even when you’re not there. Today’s consumer electronics industry is all about forging connections between people and the devices they use every day. Smart homes bring that functionality and convenience into everyday activities. This technology grants users greater control over their routines, insight into how they’re using resources and peace of mind.
Uniphore
MAY 18, 2017
Visualize great customer service. Digital transformation is the ultimate goal of most contact centers, and the ideal gateway to such transformation is a tool that can significantly improve customer service while also reducing costs – Visual IVR. Read More.
Noble Systems
MAY 18, 2017
Here come the Millennials, also known as Next Gen and the Baby-On-board Generation. Regardless what call you them they are nearly 98 million young adults born between 1980 and 2000 and by 2020 they will represent nearly 50% of the workforce, by 2030 as much as 75%. Millennials are quite different then any generation before them. They view the world differently and have redefined the meaning of success, both personally and professionally.
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.
Jon Arnold
MAY 18, 2017
Am busy enough this month with conferences and speaking at events, but I still need to manage my regular workload with clients. Aside from various writing engagements, I'm doing another Ziff Davis webinar on May 30 - and another one after that in June. The full title is " How Collaboration Helps Businesses Adapt to Digital Transformation ", and the main idea is that collaboration offerings can help workers in many ways as they adapt to the impact of digital transformation.
ForeSee
MAY 18, 2017
Today’s banking customers have much different and diverse expectations than ever before, making it difficult to keep up. It’s also perhaps the biggest opportunity yet for retail banks to attract. The post Getting retail banking CX right according to industry leaders (webinar) appeared first on ForeSee.
CSM Magazine
MAY 18, 2017
Over 88% of organisations expect digital customer interactions to overtake voice by 2020 or sooner and 92% say customer experience can be linked to revenue, but just 29% are confident they can deliver a seamless customer experience across multiple channels, according to a new report, State of Customer Experience 2017 from West. Drawing on qualitative and quantitative research with over 200 professionals involved in delivering customer experience, the report highlights a worrying technology gap.
Brad Cleveland Blog
MAY 18, 2017
The post 3 Ways the Contact Center Contributes to Customer Experience appeared first on Brad Cleveland.
Advertisement
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.
NICE inContact
MAY 18, 2017
The value to deliver enhanced customer experience (CX) is well quantified 1. A strong correlation between customer experience and financial returns is driving organizations to build a long-term CX strategy that spans not just across individual teams and business groups but the entire organization. This involves a systematic redesign of the basic building blocks – people, process and technology.
Expert insights. Personalized for you.
124 
Let's personalize your content