Contact Center Pipeline
NOVEMBER 21, 2019
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. But achieving that end result all boils down to the fundamentals of defining, planning, selecting, implementing and supporting technology. Strategy and Planning Strategy is the starting point, defining the […].
Tethr
NOVEMBER 21, 2019
Post-call surveys are an industry standard when it comes to assessing customer experience. But if you are a CX leader looking to understand the level of effort customers are encountering, then relying on these sorts of surveys is the wrong path forward. Your customers have already provided all the insights you could possibly need during the actual conversations that preceded the surveys themselves–conversations that you have already spent money to capture and record.
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Totango
NOVEMBER 21, 2019
There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics. Customer satisfaction quantifies the degree to which a customer is pleased by a product, brand, or overall experience. If you don’t measure customer satisfaction, you may be blindsided by customers who churn or discourage others from working with you.
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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.
Fonolo
NOVEMBER 21, 2019
Zappos. Apple. Wistia. Netflix. Whatever your business or its size, the first place your customers go when seeking help is your website. And if they can’t find the information they need there, you’re going to lose them. You don’t have to be reachable by phone 24/7, but you do have to give your customers a way to solve their problems or get in touch when they can’t help themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
NOVEMBER 21, 2019
By Peg Ayers. Record low unemployment has created new emphasis on employee retention in contact center operations throughout Canada and the United States. With payroll as their biggest expense, contact center operators are searching for ways to retain their good employees and save the thousands of dollars it costs them for each one they have to replace.
Interactions
NOVEMBER 21, 2019
Artificial Intelligence (AI) has come a long way in the past decade. Machines can communicate with humans like never before. Some are even smart enough to react and adapt in real time based on the flow of conversation. . Those of us who work in industries like applied AI for customer service get to see this technology advancement occur up close. In the last few years, I’ve witnessed the surge of Conversational AI applications, both voice and text based, ranging from simple chatbots to more advan
JivoChat
NOVEMBER 21, 2019
JivoChat is an omnichannel business messenger for communication with clients on various channels: website chat, social networks and messengers, as well as email, phone, and callback. Our key strategic goal is to cover the basic business processes for small e-commerce companies. We develop not only communication features of our service, but also CRM tools which help manage and improve general business processes.
CSM Magazine
NOVEMBER 21, 2019
When you start your own business, it is both exciting and nerve-wracking at the same time. And when you finally reach success, there’s nothing quite like the feeling of elation that your hard work has been fruitful. But the road to success does not end there- as a matter of fact, it’s only just the beginning. It’s important for every business owner to understand the value and process of maintaining growth within their business.This is why we’re going to fill you in on some factors to help you st
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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
Alorica
NOVEMBER 21, 2019
Have you met Sarah Machan-De Silva? Not only is she Alorica’s Asia-Pacific Chief of Staff, she is the MLBA Philippines’ Program Administrator AND a member of the Board of Trustees for the Healthcare Information Management Association of the Philippines! We know you’re all wondering—how does Sarah do it?! What’s her secret? Sarah credits the following: Take risks, change your attitude.
Jon Arnold
NOVEMBER 21, 2019
Subscribers to my newsletter had access to my latest webinar when it went out earlier in the month. That’s a key benefit of being a subscriber, but after a couple of weeks, I share the podcast with a broader audience, and if you’ve checked any of them out, I hope you find them of interest. Our podcast series is called Watch This Space , and I do them in tandem with long-time colleague Chris Fine.
pindrop
NOVEMBER 21, 2019
With the impending stresses of Black Friday, Cyber Monday, and other holiday shopping activities on the horizon, it is easy to forget to consider that fraudsters will soon be celebrating too. As you fill your online cart and swipe your card at brick and mortars, fraudsters will be following behind you – waiting for their chance to jump in. Over the past few years fraud rates in call centers have skyrocketed, and we reached another peak this past year.
Nuance
NOVEMBER 21, 2019
Application programming interfaces (APIs) enable organizations to personalize technology to their business needs, without having to build the software from scratch. And now, with Nuance Intelligent Engagement APIs for Conversational AI Services, we’re offering a more accessible approach for brands to unlock innovation for their brand. Whether it’s modernizing a contact center to add new speech-powered capabilities, […] The post Join our API revolution appeared first on What’s next.
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.
pindrop
NOVEMBER 21, 2019
Have you ever wondered where – and how – fraudsters learn how to do what they do best? A new publication, The Fraud Bible, is here to answer all your questions – and unfortunately share the means of becoming a criminal. From a consumer mindset, this bible will offer insight into the ways fraudsters take advantage – but from a fraudster mindset, it is only a starting point.
Nuance
NOVEMBER 21, 2019
Application programming interfaces (APIs) enable organizations to personalize technology to their business needs, without having to build the software from scratch. And now, with Nuance Intelligent Engagement APIs for Conversational AI Services, we’re offering a more accessible approach for brands to unlock innovation for their brand. Whether it’s modernizing a contact center to add new speech-powered capabilities, […] The post Join our API revolution appeared first on What’s next.
Vcaretec
NOVEMBER 21, 2019
When running a large scale operation, back office outsourcing is a very effective way to increase your productivity. It’s because handing over your accounting, payroll, admin, and compliance tasks to an out of office team has many benefits. For instance. You can make use of highly experienced staff, steer clear of lengthy hiring and vetting processes.
Quiq
NOVEMBER 21, 2019
Share This Story. Bots and AI are a testiment to the investment and focus companies have placed on improving customer experience. No longer technology you’d just see in sci-fi movies. Companies such as Stio and Pier 1 are actively using bots to engage with customers across multiple digital channels and the results have been more than impressive.
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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.
Genroe
NOVEMBER 21, 2019
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After all, it costs 5 to 6 times more to acquire a new customer than retain an existing one! However, many businesses do not understand the impact that the Call Centre […]. The post 9 ways Contact Centres can help you retain customers appeared first on Genroe.
Quiq
NOVEMBER 21, 2019
Share This Story. Cut Through the Noise: Bring Bots To Life Today’s customers are more mobile, better informed, and far more demanding. Your brand needs to adapt to maintain your edge. Messaging has become one of the most important channels that companies have turned to for customer engagement and bots have surfaced as a way to help automate this channel.
CSM Magazine
NOVEMBER 21, 2019
When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area. However, no matter the size or nature of your company, there is always room for improvement and education, and learning from these common customer service issues may help you understand how to handle them if they arise. 1.
Quiq
NOVEMBER 21, 2019
Share This Story. Cut Through the Noise: Bring Bots To Life Today’s customers are more mobile, better informed, and far more demanding. Your brand needs to adapt to maintain your edge. Messaging has become one of the most important channels that companies have turned to for customer engagement and bots have surfaced as a way to help automate this channel.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ChaseData
NOVEMBER 21, 2019
When you stop to think about the job of a call center agent in an inbound contact center, it’s really no wonder so many people consider it a stressful task. Talking to complete strangers on the phone, one after another for hours, day after day is enough to make many people anxious. Add in the element of not knowing how those people will be feeling when they call and knowing that they are likely to have questions, concerns, or complaints makes it even more nerve-wracking.
Quiq
NOVEMBER 21, 2019
Share This Story. Bots and AI are a testiment to the investment and focus companies have placed on improving customer experience. No longer technology you’d just see in sci-fi movies. Companies such as Stio and Pier 1 are actively using bots to engage with customers across multiple digital channels and the results have been more than impressive.
Brad Cleveland Blog
NOVEMBER 21, 2019
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a … Continue reading → The post The Edge of Service: Principles of Effective Budgeting appeared first on Brad Cleveland.
Dialer 360
NOVEMBER 21, 2019
Customer service is becoming more important with time. So, customer-centric businesses are investing more to make customer service in call centers outstanding. This improves brand loyalty, customized experience, and customer satisfaction. Enhancing customer service in call centers will boost the organization’s revenue as well. An interactive customer-agent session includes several factors.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Brad Cleveland Blog
NOVEMBER 21, 2019
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible.
Dialer 360
NOVEMBER 21, 2019
A good beginning is half the battle. In a contact center, the first task is to make your staff motivated and driven enough to deal with customers happily. So, if you have encouraged agents in the contact center, you had won the half battle. However, it’s not that easy. It can be difficult than you think. Also, proper planning and strategy are inevitable if you want to boost your staff inspiration.
Brad Cleveland Blog
NOVEMBER 21, 2019
It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible.
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