Mon.Jun 24, 2019

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4 Contact Center Challenges and How to Solve Them

Aria Solutions

In previous years, the contact center was seen as an operational necessity, an important but non-strategic wing of an organization. That has changed. Customer experience (CX) is now understood to be among the most powerful differentiators for businesses today. Contact centers, and the technologies enabling them, now feature prominently in strategic decision making.

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What Is Call Tracking and Why Is It Important?

CallSource Insights

What is call tracking? Call tracking is a solution that aids marketers in attributing advertising, both online and offline. Call tracking provides the foundation for your marketing attribution data by capturing every call’s originating advertising source and the caller’s information, allowing you to make smarter marketing decisions. How does call tracking work?

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7 things to remember about customer surveys

Customercount

Customer surveys are still some of the best ways to get customer feedback but make sure you avoid these 7costly pitfalls which can lead to unreliable data that distort your results. Continue reading → The post 7 things to remember about customer surveys appeared first on CustomerCount.

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5 Top Customer Service Articles for the Week of June 24, 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. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. (Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world.

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The 2023 Verint Experience Index: Retail

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

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4 Secrets About Human Tone In Chat That Nobody Will Tell You

Myra Golden Media

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. 1. Use “I” and “We” personal pronouns because they instantly make the tone personal. 2. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” 3.

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Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the technologies and changes needed for providing incredible customer and agent experiences.

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How to Bridge the Customer Experience Gap Across the Organization

GetFeedback

Watch this on-demand webinar and learn how to launch a cross-functional CX program that enforces customer-centric strategies across departments.

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Give Great Support by Supporting Your Customer Support Team

Nicereply

Give your support people opportunities to explore things that they are curious about, and help them get breaths of fresh air in the form of taking breaks or switching to a different task temporarily. When people think of customer support, they often think about what they can do for them: how quickly can they respond , what kind of discounts can they offer me, how can they help me to better use the product?

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Keep Your Contact Center in North America Without Breaking the Bank

BlueOcean

A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions. But times change – and so do customers. Today’s consumers expect personalized experiences – especially in complex care scenarios that transcend basic, transactional interactions.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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Ameyo Announces Integration with Freshsales

Ameyo

For any business managing their customer relations is of paramount importance. The agents are tasked with handling the incoming queries, keeping the customer updated on their issue while keeping a handle on all other activities. All this can quickly become an ordeal and has the potential of blowing it in your face if not dealt … Ameyo Announces Integration with Freshsales Read More » The post Ameyo Announces Integration with Freshsales appeared first on Ameyo.

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The Great Data Debate: Personalization vs Privacy What Really Matters

ProProfs Blog

Data is the new oil. It is essential to the running of a business, and every company wants more of it. The influence of data collection can be seen in our day-to-day lives. Be it your ad recommendations, shopping recommendations, and so on. But just how much data is too much data in the hands of a company? To learn this, we got in touch with reputed consultant and social media expert Shonali Burke.

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Tethr and Red Box announce strategic partnership

Tethr

Today, we’re thrilled to announce a new partnership with leading voice capture specialist Red Box which will enable us to accelerate and simplify the delivery of our conversation intelligence platform to market. You can read more about the partnership in the press release here. Red Box reliably and securely captures high-quality audio from more than 55 telephony systems, old and new, enabling us to increase the breadth of capture capability and leverage high quality audio within the Tethr

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Boost your Contact Center's Key Metrics with Better Language Support

The GLOBO Blog

Your Contact Center is driving toward efficiencies, better experiences, and empowered customers. Do you know how your language access capabilities impact these initiatives? 79% of contact centers report they serve customers who are not native speakers of their primary language. With the number of American customers speaking languages other than English increasing each year, callers who require additional language support impact a larger percentage of calls every passing day.

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The Open CCaaS Advantage Report

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.

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Channel-less Customer Engagement and the Connected Customer

Concentrix

Find out how to meet the challenges of today’s channel-less, connected customer. The post Channel-less Customer Engagement and the Connected Customer appeared first on Concentrix.

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6 Ways to Give Your Customer Service a Human Touch

VocalCom

In this digital era, many companies are focusing on ways to offer faster, more sophisticated customer experiences. While customers typically appreciate these improvements, the human touch is still in high demand—and remains what truly turns a business transaction into a long-term relationship. According to Microsoft, 30% of consumers claim that not being able to reach a human is the most irritating part of a bad customer service experience.

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Top 5 US Toll Free Number Providers

Avoxi

What a difference a year makes! We've updated our USA toll free number provider comparison to reflect the most recent plans available in June 2019. In this article, we compare our USA toll free services with four of the top US toll free number providers: TollFreeForwarding, Global Call Forwarding, MightyCall, and 800.com. If you are… The post Top 5 US Toll Free Number Providers appeared first on AVOXI.

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Customer Experience Fitness Programs

Andrew Mcfarland

If you have ever started a personal fitness program, you know exactly what it is like to encourage a company to begin a customer experience transformation. Here are 4 steps to transform your customer experience fitness. Start the journey. Getting.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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CX Day is Only 2 Days Away!

Quadient

Bolster Your CX Knowledge: Complimentary 3-Hour Virtual Event. On Wednesday, June 26 prepare to be inspired. That’s the day the third annual Quadient CX Day takes place. This year’s event features another impressive lineup of speakers and participants. Best of all, this three-hour virtual event is absolutely free to register for.

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Coaching Sessions: Who Should Be Involved and Why

Playvox

Creating coaching sessions is an ideal way to help drive your employees to a better standard of performance at their desks: no need to pull them away from their work for a face-to-face meeting in a stuffy conference room; no need to disrupt their schedule for longer than is absolutely necessary.

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Boost your Contact Center's Key Metrics with Better Language Support

The GLOBO Blog

Your Contact Center is driving toward efficiencies, better experiences, and empowered customers. Do you know how your language access capabilities impact these initiatives? 79% of contact centers report they serve customers who are not native speakers of their primary language. With the number of American customers speaking languages other than English increasing each year, callers who require additional language support impact a larger percentage of calls every passing day.

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10 lessons for all marketers from Search Leeds

Infinity

Search Leeds has rapidly become the largest annual gathering of search marketers in the north of England, and featured a packed roster of speakers from both agencies and brands. Growing from 350 people a few years back to 3,000 this year, the event now boasts four stages across the First Direct Arena (where Prince, Iron Maiden, and Elton John have all performed in recent years).

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Customer Success Webinar: The Game Changing Impact of Customer Advocacy

ClientSuccess

ClientSuccess is excited to host Andrew Stapleton , VP of Customer Success at G2Crowd , for this month’s customer success webinar series: How to Gather and Use Reviews for Customer Advocacy. Andrew will discuss practical ways to gather customer reviews and then show you specific examples on how to use those reviews to create customer advocacy. Invite your executive team to this webinar.

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Launching Soon – Codeless Amazon Lex Integration

kommunicate

We, at Kommunicate, live by the mission of making customer support automation incredibly simple for you. You already know about and love our codeless Dialogflow integration. To widen the horizon, we are launching codeless Amazon Lex integration as well. What is Amazon Lex? Amazon Lex is service for building conversational interfaces (basically chatbots) into any [.].

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June 2019 PSD2 Tracker with PYMNTS.com

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.

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Brinks Home Security Customer Success Video

Quiq

Brinks has been using messaging for almost 2 years now. In that time, the company has improved agent efficiency by automating routine interactions, realized double-digit increases in customer satisfaction, and experienced more engaged customers. Watch this short video to peek under the hood at Brinks Home Security. Learn the many ways the company is using Quiq messaging and how this channel is making an impact throughout the organization.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The Winning Way to Hybrid Cloud – Really.

3CLogic

In the contact center industry, "hybrid cloud" can mean a lot of things with just as many ways to apply it. This creates confusion for companies choosing hybrid cloud deployment when they're just not ready to move everything to the cloud. It's time to clear the air! Telephony and CRM Integration In our experience the most effective application of hybrid, which at its core is blending private and public cloud, is when a company preserves its legacy telephony system (whether it's Cisco, Avaya or s

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Stratifyd Spotlight: Stephani Rosenstein

Stratifyd

Estimated reading time: 5 minutes. Over the last few years, Stratifyd has quickly grown from a technology and brand perspective. One of our Graphic Designers, Stephani Rosenstein, has played an instrumental role in helping to evolve Stratifyd’s brand with her West Coast spirit and clean, corporate design style. Rosenstein was born and raised in San Fernando Valley, CA, and found her love of art at a very young age.

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A data with destiny: how to enhance customer experience management with data visualisation

Rant And Rave

Like it or loathe it, we live in a data-driven world. As customers, it seems like we can’t go anywhere or buy anything without our details being collected. On the other side of the coin – whether you work in marketing, sales, product development, or customer experience management – we all know that data is big business for businesses. In fact, it’s one of the most valuable assets a company can have.