Contact Center Pipeline

DECEMBER 18, 2018

Digital technology has completely transformed the relationship between brands and customers. Interactions now extend beyond the point of purchase, taking place over a variety of channels, and forming an ongoing conversation. At the center of this evolving brand-customer relationship is the contact center. This trend continues to grow, with the quality of these customer experiences […].

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Contact Center Technology Customer Experience Self service 100

Toister Performance Solutions

DECEMBER 18, 2018

Contact centers constantly face pressure to make agent training faster, cheaper, and better. One way to achieve this is through microlearning, where agents learn new information or review content in small chunks at a time. Chance are, you're using microlearning already. For example, have you ever gone to YouTube to find a short how-to video? I did this when I had to change the battery on my solar-powered keyboard.

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Contact Center Feedback Customer Service 59

kommunicate

DECEMBER 18, 2018

Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post 13 Chatbot and AI Experts on Whether Chatbots are a Threat to Support Agents appeared first on Kommunicate Blog.

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Chatbots Customer Support 111

ShepHyken

DECEMBER 18, 2018

The Attitude of Excellence. Growing Your Organization to Deliver Superior Customer Service. Shep Hyken sits down with his longtime friend, Dr. Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Top Takeaways: •Dr. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.

Customer Service 251

Customer Service Personalization 251

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CX Global Media

DECEMBER 18, 2018

Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. Turnover is something that all of us need to do a better job of managing, but how do you do that? One of the ways that you can do that is by focusing in on what’s causing agent to stay.

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Contact Center Call Center Coaching Management 149

Customer Service Life

DECEMBER 18, 2018

We’re moving faster than ever before to make the customer experience WOW-tastic. Customer service agents are expected to turn into an octopus by growing 8 arms to handle all the different contact points, quickly respond to chats, SMS, social media, phone calls and emails. All the hats they wear can’t even stay put on their heads because there are just too gosh darn many.

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Contact Center Personalization Coaching Customer Service 103

Vonage

DECEMBER 18, 2018

Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers.

Customer Experience 101

Customer Experience Customer Service Banking Airlines 101

Joe Rawlinson

DECEMBER 18, 2018

Content marketing is not merely effective today. Its efficiency is growing with every passing year, according to statistics. People today devour massive amounts of content daily, so providing them with the top-quality stuff is the way to set yourself apart from the competition. In 2019, you will need to focus on complex long-form content, experiment with formats, and pay more attention to your distribution channels and commitment.

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Marketing Customer retention Surveys Management 92

Customer Experience Matters

DECEMBER 18, 2018

This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. It was a great exercise.

Customer Experience 86

Customer Experience Management Employee engagement Marketing 86

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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

Surveys

Kristina Evey

DECEMBER 18, 2018

Some of the biggest drivers of job satisfaction and employee retention are purpose and impact. Compensation only pays a role … Read More Employee Engagement Increases With Understanding Purpose and Impact. The post Employee Engagement Increases With Understanding Purpose and Impact appeared first on Kristina Evey.

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Employee engagement 79

BlueOcean

DECEMBER 18, 2018

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment

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Contact Center Chatbots outsourcing Metrics 78

Avaya

DECEMBER 18, 2018

‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by the copy room with care, In hopes that a holiday break soon would be there. When from the phone lines a call rang out clearly, And Colonel Harry Shoup answered it cheerily. On the other line, a small voice asked with glee, “Where is Santa now?

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Government Airlines Contact Center contact center solutions 80

CSM Magazine

DECEMBER 18, 2018

As the year draws to an end, Philip Say, VP of Innovation Product Management at Sutherland Labs makes his CX predictions for 2019. 1. Contextual awareness will redefine the customer experience. As companies show no slowdown in collecting data from consumers, customers are increasingly expecting brands to use this data to create a more personalized, streamlined experience, demanding timely, proactive responses and suggestions.

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Customer Experience Chatbots Technology Analytics 79

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.

Customer Experience

Fonolo

DECEMBER 18, 2018

We did it! We made it to the last blog post of 2018. 135 blog posts. Over 5000 Twitter followers. New initiatives. A new platform. New patents. New partnerships. New customers. It has been a busy, extraordinary year for Fonolo’s growth across channels and industries, made possible by the ongoing hard work of our dedicated employees, partners, and clients.

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Gamification Contact Center Call Center Customer Service 70

Noble Systems

DECEMBER 18, 2018

Success in today’s business environment is ever-changing — with heightened competition, growing buyer complexities and a lack of understanding of what it really takes to build a world-class sales organization. Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. Revenue growth and goal attainment necessitate change.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

kommunicate

DECEMBER 18, 2018

Chatbots have been there for long, and so has the speculation that one day they will replace humans in the workplace. Although chatbots are still looked at with contempt for many justifiable reasons, they have definitely come a long way from being the primitive version of themselves. The three-pronged spear – AI, NLP, and ML [.]. The post Expert Roundup on Chatbots vs Support Agents appeared first on Kommunicate Blog.

Chatbots 70

Chatbots Customer Support 70

Working Solutions

DECEMBER 18, 2018

Happy holidays from Working Solutions. During this season and all year ‘round, we appreciate that so many successful businesses have chosen us to deliver a premium experience for their valued customers. And to say thanks, we’ve created a special video expressing our holiday best wishes. Please take a few minutes to view the video below […]. The post (VIDEO) Happy Holidays!

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outsourcing Call Center 70

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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.

Self service

Relay Blog

DECEMBER 18, 2018

These days, consumers don’t just want digital customer support, they’ve come to expect it. In. The post Customer Support Transformation Part 1: Driving Digital Channel Adoption appeared first on Relay.

Customer Support 66

Customer Support 66

Nuance

DECEMBER 18, 2018

I always look forward to reviewing the customer experience report that the Temkin Group puts out each year. The Temkin Experience Ratings use a survey of 10,000 US consumers to rank companies and industries on the basis of customer experience alone. I suppose the results may come as a surprise to some, but not to […] The post Rankings show banks are doing well – are you keeping up?

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Banking Surveys Average Handle Time Customer Experience 63

Guru

DECEMBER 18, 2018

Customer happiness is the ultimate goal of every customer experience (CX) team. There are a number of ways to create happy customers, but it’s not always as straightforward a process as it may seem. To dig into a few simple but sure-fire ways to ensure customer satisfaction, I will be co-hosting a webinar with Sarah Sheikh, head of customer success at Front , on January 30, 2019 at 1pm ET/10am PT.

Customer Experience 57

Customer Experience 57

Jon Arnold

DECEMBER 18, 2018

Just doing an early shout-out for Enterprise Connect 2019 , coming this March in Orlando. Will have more updates soon, but in short, I’m doing an update version of my talk last year on the state of speech technology. Details on that are here , and if this leads you register, I can get you a $500 discount - just ask for how. March sounds far away, but it will be here soon, and as my research for my talk progresses, I’ll have more updates to pass along here.

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Enterprise Technology Contact Center 61

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!

Feedback

Nuance

DECEMBER 18, 2018

My husband once bought a replacement thermostat for our house. The instructions said, “Installs with just a screwdriver in about 20 minutes.” 36 hours, one blown circuit, and a $145 service call later, he had our new thermostat working just fine. In theory, the screwdriver really was the right tool for the job. But sometimes […] The post Who’s keeping track of the time and money we burn every day on inefficiencies with PDF editing?

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GetFeedback

DECEMBER 18, 2018

With Automated Email you can create engaging one-touch email surveys that are sent directly at specific points in the customer journey.

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Surveys 60

Alorica

DECEMBER 18, 2018

At Alorica, we make it a point to recognize when our people go above and beyond. While our sites and teams around the world work daily to encourage and applaud the insanely great performances of our employees, bi-annually, we hold a companywide celebration – Game Changer – to reward top performers. For the second half of 2018, we received more than 3,000 Game Changer nominations, which are.

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Avoxi

DECEMBER 18, 2018

“Now, more than ever, should be a wonderful time to be a customer”, says Ian Golding, author of Customer What? a refreshing and practical guide to the service experience. We recently chatted with Ian asked about the year ahead. Q1: How do businesses establish and maintain a “customer service”-driven work culture? There are a number of… The post “Customer What?

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Customer Service Contact Center 54

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

Journey mapping

Kristina Evey

DECEMBER 18, 2018

Ensuring staff understand how they impact the overall CX is the focus of today’s episode. Areas covered are… Culture Interviewing … Read More Episode 32 – Make Sure Staff Knows Their Place… of Impact! The post Episode 32 – Make Sure Staff Knows Their Place… of Impact! appeared first on Kristina Evey. Ensuring staff understand how they impact the overall CX is the focus of today’s episode.

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Journey mapping Customer Experience Management 54

Mindtouch

DECEMBER 18, 2018

There are good chatbot experiences, and there are bad chatbot experiences. Bad chatbot experiences serve up irrelevant content, ignore (or are incapable of parsing) context, and leave customers frustrated. Good chatbot experiences, on the other hand, help customers succeed while leading to gains in efficiency , cost, and customer experience. Typically, these “good” experiences deliver relevant and timely content, often powered by sound knowledge management strategies.

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Chatbots Journey mapping Self service Analytics 54

ChaseData

DECEMBER 18, 2018

As you know if you work in or manage an outbound calling center, time is money. This is undeniably true when it comes to effective outbound calling, since every connection your agents make can mean a potential sale closed or contact made. When you want a dialing solution that will help you strike the right balance between productivity and efficiency in closing sales and making deals, you want an outbound predictive dialer.

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Call Center Sales Management 53