Bright Pattern
SEPTEMBER 5, 2018
Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But d espite an industry-wide understanding of the benefits of the cloud, adoption remains low.
Outsource Consultants
SEPTEMBER 5, 2018
Direct response marketing has been very popular for many years. There’s a good reason for this popularity: these kinds of marketing campaigns generate a ton of leads and sales. Examples of direct response marketing campaigns include: Television commercials that urge viewers to call within a given amount of time to receive a great offer. Email or physical mail urging the recipient to contact the company within x amount of days.
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Fonolo
SEPTEMBER 5, 2018
He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our cus
ShepHyken
SEPTEMBER 5, 2018
We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process. They happen every day. But, sometimes there are opportunities to deliver customer service when it’s not expected.
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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.
Callminer
SEPTEMBER 5, 2018
In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
SEPTEMBER 5, 2018
You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.
Avoxi
SEPTEMBER 5, 2018
One of the most common questions we hear from our customers is "Can I set up a global phone number for my business?" The convenience a global virtual number brings to a business is obvious, especially if it were a global toll free number. Today we'll cover every available global phone number solution available and… The post How to Get a Global Phone Number or Global Toll Free Number appeared first on AVOXI.
Nextiva
SEPTEMBER 5, 2018
Business professionals today have to deal with more forms of communication than ever before, which is why voicemail to email is such a wonderful feature. There is a constant stream of emails, faxes, text messages, phone calls and voicemails coming in, and you’re expected to keep up with all this information, make sense of it […]. The post <span class='p-name'>6 Benefits of Voicemail to Email</span> appeared first on Starting a Business - Insights, Growth, an
GetFeedback
SEPTEMBER 5, 2018
These days, people engage with brands through a number of different avenues, especially digital channels like social media, emails, and live chat. And in order for brands to grow and build meaningful relationships with their customers in today’s industry, they need to be available on these various channels by adopting an omnichannel approach. What is the omnichannel approach?
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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
Satrix Solutions
SEPTEMBER 5, 2018
“If you can’t measure it, you can’t manage it,” said Peter Drucker , a well-known management consultant and educator who delved into the nucleus of businesses for them to operate optimally. When thinking of optimal business practices— and therefore, success— you may initially consider things like amazing products, friendly employees and value-driven sales.
Contact Center Pipeline
SEPTEMBER 5, 2018
What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].
NICE inContact
SEPTEMBER 5, 2018
Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits.
SharpenCX
SEPTEMBER 5, 2018
The average American works for nearly nine hours every weekday. That means people spend 37 percent of their five-day week at work. In that time, your agents could hike the Inca Trail and have some extra time to explore the. Read More. The post 7 Contact Center Coaching Tips to Personalize Your Agent Experience appeared first on Sharpen Contact Center Software.
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.
Omnicus
SEPTEMBER 5, 2018
Keeping up with trends that revolutionized the customer service industry The customer service industry is experiencing the biggest digital shift ever - with industry leaders and pioneers scrambling to adopt automation, leverage analytics, expand channels, and integrate front office operations with back-office processes. Keeping track of industry trends ensures that your customer service strategy is on par with customers’ current expectations.
InTheChat
SEPTEMBER 5, 2018
It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be. The post The Top 5 Barriers to Digital Transformation appeared first on InTheChat.
GetFeedback
SEPTEMBER 5, 2018
Omnichannel is more than a buzzword. It represents a shift in the way we companies engage customers. Learn why more and more brands are adopting it.
Omnicus
SEPTEMBER 5, 2018
Keeping up with trends that revolutionized the customer service industry.
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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.
Unymira
SEPTEMBER 5, 2018
When I was a baby contact center life was easy, I only had two agents, they were both very sweet; they knew everything about me and took care of me. In fact they did everything for me, they cleaned me, they painted me so that I looked beautiful and they bought me the cutest furniture.
TELUS International
SEPTEMBER 5, 2018
Modern IVR systems don't have to be fraught with frustrations. Optimize your IVR for a better customer experience.
Aria Solutions
SEPTEMBER 5, 2018
Aria Solutions is thrilled to announce that we’ve refreshed our branding ! T his change is more than just a new logo and colors ; i t’s a reflection of how you see us – who we are today , what we value and how we’ve grown. Before I tell you more about ou r new look, let’s first take a few steps back to reflect on how and why it happened.
Alorica
SEPTEMBER 5, 2018
Meet Chris Crowley, Alorica’s Chief Commercial Officer. Not only is he one of our insanely great Executive Leadership Team members … he’s just an overall cool guy. He can dispense words of wisdom, run a mean fast break, and even carry a tune. Check out his video to find out more about him. Source.
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!
Interactions
SEPTEMBER 5, 2018
SEPTEMBER 5, 2018 There are many who would say that Natural. Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center.
Aria Solutions
SEPTEMBER 5, 2018
Aria Solutions is thrilled to announce that we’ve refreshed our branding ! T his change is more than just a new logo and colors ; i t’s a reflection of how you see us – who we are today , what we value and how we’ve grown. Before I tell you more about ou r new look, let’s first take a few steps back to reflect on how and why it happened.
CallSource Insights
SEPTEMBER 5, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. CallSource prides ourselves on being a people-focused company. We care about our clients, and we care about our employees. The support-client relationship formed between our teams and our clients is one of the unique attributes that makes CallSource stand out from our competition.
Aria Solutions
SEPTEMBER 5, 2018
Aria Solutions is thrilled to announce that we’ve refreshed our branding ! T his change is more than just a new logo and colors ; i t’s a reflection of how you see us – who we are today , what we value and how we’ve grown. Before I tell you more about ou r new look, let’s first take a few steps back to reflect on how and why it happened.
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
ConvergeOne
SEPTEMBER 5, 2018
Monitoring is a consistently difficult component within the IT realm. The issue is rooted in the assumptions we make on how well the tools work without truly understanding what is going on. By seeing a demo at a trade show, we are in awe that someone “cracked the code,” only to go home and find out after purchase and set-up that the great answer out of the box just leads down the long road to disappointment we know all too well.
FluentStream
SEPTEMBER 5, 2018
The power of the FluentCloud Web Portal has finally come to the palm of your hand! Out for both iOS and Android, the Mobile App allows. Read More. The post FluentCloud Mobile App appeared first on FluentStream.
Eckoh
SEPTEMBER 5, 2018
How can insurers boost their agility by hiring more at-home agents to handle calls without compromising data security? For forward-thinking companies there is an answer.
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