ShepHyken
JULY 21, 2017
This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. I believe that as a quick first line of support, live chat is a great alternative. – Shep Hyken. The implementation of live chat software is an easy task to achieve. The important thing to understand is that it is only a tool.
Call Center Weekly
JULY 21, 2017
By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Log in to assist the customers, then log out and go to lunch and/or break. This is repeated a few more times before going home. In between this time, they answer the same calls, follow the same script, and receive the same complaints.
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Customer Experience Matters
JULY 21, 2017
After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The answer is yes! I analyzed the happiness of consumers (based on the degree to which they agree with the statement “ I am typically happy “) and the Temki
UJET
JULY 21, 2017
Artificial Intelligence, otherwise referred to as AI, is grabbing a lot of headlines these days. The concept of intelligent, data, or pattern-driven automation is very exciting. Particularly, when it comes to AI and customer support, it’s (often) deemed the next big thing. If we look through the current implementations, however, about 91% of customers claim that live agent telephony is still their preferred communication channel.
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Jon Arnold
JULY 21, 2017
Following my first-take post about Genband's Perspectives17 event the other day, I've put together my more considered thoughts, and that writeup is running now on the UCStrategies portal. There 's a lot to like about Genband, and it sure will be interesting to see where things go once the Sonus merger is done. That said, I found their messaging uneven and at times hard to follow, and I'm not the only analyst who feels this way.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClientSuccess
JULY 21, 2017
Customer Success Innovator of the Year Award. We’re excited to announce the Customer Success Innovator of the Year Award. About the Award. The Customer Success Innovator of the Year is a peer-to-peer recognized award based on innovations that drive results in customer success. “As we meet with customer success executives throughout the world, we’re inspired by their innovations and want to create a platform to recognize these forward thinkers,” said, Dave Blake, Founder and CEO of ClientSu
CX Journey
JULY 21, 2017
Image courtesy of Pixabay You can't just "do CX." There's more to it than that! Have you been tasked with improving the customer experience in your organization? Were you volun-told into a CX role? Were you asked to "do CX" because it's now the topic du jour? Guess what? You can't just "do CX." Transforming the customer experience is much more complex than that simplified command.
Brad Cleveland Blog
JULY 21, 2017
From the video series "Thriving in the New Era of Customer Relationships"
Talkdesk
JULY 21, 2017
Talkdesk is packing our bags and hitting the road for the 2017 Talkdesk Road Show ! It’s the perfect time for your company to learn more about how tomorrow’s technology can benefit today’s customers; we’ll be showcasing Talkdesk and talking about the intelligent technology that powers our software. Explore our contact center software and see how it can support your growing company.
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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
aircall
JULY 21, 2017
Customer support is sometimes considered a repetitive and straightforward task, but only by people who’ve never worked in the field. While it’s true that some support situations tend to repeat themselves, the average agent is met with challenging and unexpected scenarios every single day. The limits of call scripts. Many support managers provide their representatives with call center scripts.
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