Mon.Jun 24, 2019

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.

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? The process of implementing call tracking is quite simple.

7 things to remember about customer surveys


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.

5 Top Customer Service Articles for the Week of June 24, 2019


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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

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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.

Application Ecosystems and the Future of the Contact Center


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.

Give Great Support by Supporting Your Customer Support Team


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.

Ameyo Announces Integration with Freshsales


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.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Keep Your Contact Center in North America Without Breaking the Bank


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.

6 Ways to Give Your Customer Service a Human Touch


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.

Channel-less Customer Engagement and the Connected Customer


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. Thought Leadership Resources


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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Tethr and Red Box announce strategic partnership


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.

Building Great Reseller Relationships


I’ve been working with resellers for more than half of my career because it’s a mix of everything that goes on inside of the vendor, focused through the prism of a single relationship, which means that no two days are ever alike.

Ameyo Launches Conversations’19: The First Global Series Of Events


Contact center technologies and trends are emerging all over Africa and Kenya & Ghana are leading the change. Ameyo is excited to announce the launch of Conversations’19 with our first event leg starting from Africa. Conversations’19 brings Contact Center business leaders, Technology Experts, and thought leaders together on one single platform.

AI IRL Podcast Episode 25: What Executives Need to Know About AI

bold360 Blog

Subscribe via iTunes , Spotify and more. During this year’s CXNext in Boston I had the chance to sit down with Mariya Yao , CTO at Metamaven and Founder of TOPBOTS. She had just given an excellent presentation, so I wanted to invite her onto the AI:IRL podcast to talk a little bit more about AI.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customer Success Webinar: The Game Changing Impact of Customer Advocacy


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.

The Winning Way to Hybrid Cloud – Really.


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!

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.

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Coaching Sessions: Who Should Be Involved and Why


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. HR Management for CX Customer Experience

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Top 5 US Toll Free Number Providers


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.


Launching Soon – Codeless Amazon Lex Integration


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 [.]. The post Launching Soon – Codeless Amazon Lex Integration appeared first on Kommunicate Blog. Bots Product Updates

June 2019 PSD2 Tracker with

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 to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

Brinks Home Security Customer Success Video


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.

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.

Stratifyd Spotlight: Stephani Rosenstein


Estimated reading time: 5 minutes. Over the last few years, Stratifyd has quickly grown from a technology and brand perspective.

CX Day is Only 2 Days Away!


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