NICE inContact
APRIL 3, 2019
Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention. .
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Joe Rawlinson
APRIL 3, 2019
When Microsoft did some research on the average person’s attention span, they discovered that it has significantly shortened since the year 2000. It now just lasts about 8 seconds — that’s even shorter than that of a goldfish! Speaking of attention span, users nowadays spend about a split-second scanning through their emails. As a business owner, you need to ensure that you not only capture their attention but also sustain their interest.
ShepHyken
APRIL 3, 2019
“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back. I complimented her on the small but kind gesture, and it started a great conversation about life and customer service.
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Contact Center Pipeline
APRIL 3, 2019
In this final post of our chatbot series, we’ve asked the panel members to give us glimpse into the trends and developments in chatbot technology that will positively impact the customer experience. They also offer advice on how to ensure that your chatbot solution aligns with your CX and business objectives. Be sure to check […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 3, 2019
… And w e’re back with another round of the latest and greatest in the customer experience game. Let’s put our hands together and give it up for the 2019 winners of Fonolo’s Customer Experience Excellence Awards! Now in its 4 th year, the Customer Experience Excellence Awards examine the work of outstanding contact centers from all industries and regions.
Kristina Evey
APRIL 3, 2019
Want to improve your Customer Experience in one easy step? Ask yourself- did you do everything you could for the … Read More Customer Experience Questions to Challenge Yourself Every Day. The post Customer Experience Questions to Challenge Yourself Every Day appeared first on Kristina Evey.
Lumoa
APRIL 3, 2019
Find out what it takes to create effective customer surveys and start sending customer surveys right away!
C3Centricity
APRIL 3, 2019
How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.
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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
Eptica
APRIL 3, 2019
Date: Wednesday, April 3, 2019 Author: Guest author: Colin Shaw Creating Actionable Insights from Irrational Humans. Published on: April 03, 2019. Author: Guest author: Colin Shaw Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic.
Calltools
APRIL 3, 2019
Headsets for telemarketers have become increasingly sophisticated over the last couple of decades. The headset that works for one person, however, may not meet the needs of another telemarketer. That makes it vital for you to explore your options to choose the best model for your employees. Our Choices for the Best Inside Sales Headset It shouldn’t take long before you know which models sound good for your company.
SharpenCX
APRIL 3, 2019
There’s no red curtain of mystique hiding the benefits of engaged employees. Countless research reports and surveys pile up each year defining the business impacts of keeping your employees engaged with their work. Higher productivity. More profits. Happier employees. Less. Read More. The post Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same Today) appeared first on Sharpen Contact Center Software.
Stratifyd
APRIL 3, 2019
Estimated reading time: 2 minutes. Playgrounds can cost more than $80,000 and take weeks to build. Kids need safe and fun spaces within the city to play with friends, so Stratifyd is donating money and time to the United Way of Central Carolina’s 16th annual Playground Build by being one of many shovel sponsors. “Playgrounds teach these tiny humans valuable life lessons,” Stratifyd Director of Marketing and Creative, Cara Walters said.
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.
NICE inContact
APRIL 3, 2019
As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire membership in a very short window of time—often 90 days.
CX Journey
APRIL 3, 2019
Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!
Bright Pattern
APRIL 3, 2019
For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in an undifferentiated clump.” Similarly, a study by Bain and the father of the Net Promoter Score, Fred Reichheld, found that 80% of CEOs believe they offer a great customer experience but only 5% of their customers agree.
Guru
APRIL 3, 2019
Didn’t I just see this yesterday? I took a long swig of coffee and checked my watch. 8:55am. I did stay up a bit later than usual last night to catch Lohan Beach Club. Maybe I’m just tired.
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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.
Smooch
APRIL 3, 2019
Last month, our CEO Warren Levitan did a webinar with Clarabridge founder and executive chairman Sid Banerjee to talk about omnichannel customer experiences driving brand loyalty. They covered a range of topics, including the proliferation of business messaging, the meaning of omnichannel, and how to prevent conversation silos within the enterprise.
Nuance
APRIL 3, 2019
Communications Service Providers are facing unprecedented pressure from fraudsters, every channel is constantly being tested for vulnerabilities and in many cases, exploited. What is a carrier to do when as much 10% of their revenues are on the line? Telecommunications Risk Management Association, or TRMA, is a collection of mobile carriers, multiple system operators and […] The post Strength in numbers: Band together to excel in fraud prevention appeared first on What’s next.
Mindtouch
APRIL 3, 2019
The practice of Identity and Access Management (IAM) introduces many questions about an organization’s business processes and technology solutions. The decision to use a particular Single Sign-On (SSO) technology takes into account concerns such as: Is the technology secure? Is the organization affected by data privacy laws such as General Data Protection Regulation (GDPR)?
FreshGrade
APRIL 3, 2019
Article written by: Cari Wilson. How can you make learning visible in your classroom? John Hattie’s book 10 Mindframes for Visible Learning: Teaching for Success lays out clearly how you can make learning in your Classroom visible. John Hattie’s 10 Mindframes: I am an evaluator of my impact on student learning. I see assessment as informing my impact and next steps.
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!
Jon Arnold
APRIL 3, 2019
A publishing house I am not, but I really do try to get my newsletter out on the first week of the month. This time around the stars lined up nicely, both in terms of getting all the content ready by month-end, and the new month starting on a Monday - that’s neat and tidy. The April issue went out yesterday morning, so subscribers should have it by now.
5CA
APRIL 3, 2019
Your company is rapidly growing, and it is time to hire your first customer service representative; this will be the first person at your company who will be completely customer-focused. The work is challenging, and it often goes unrecognized; on the other hand, if done wrong it can deeply hurt your business, especially at an early stage.
Ann Michaels and Associates
APRIL 3, 2019
The terms “customer service” and “customer experience” are often used interchangeably, but they have very different meanings and interpretations. While they are related, there are definitely unique characteristics of both. Today, research shows that companies investing in customer experience boast a higher stock price. According to a portfolio of publicly traded companies drawn from the top 20% of brands in Forrester’s Customer Experience Index – these companies that invest in customer experienc
GetFeedback
APRIL 3, 2019
Read how YETI fuels their customer centric values through GetFeedback.
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
Connect
APRIL 3, 2019
Having voice technology in your Contact Centre software enables you to streamline interactions and enhance the customer experience, saving time and money. Read on to discover how one of the UK’s top four supermarket chains did just that.
Spearline
APRIL 3, 2019
We're continuing to grow our coverage for in-country automated testing of your global contact numbers, with a raft of new countries in the pipeline for 2019. And the latest country added to the list is Cyprus. In-country testing. The way we test contact numbers around the world is quite unique. We have our own proprietary network of servers, which are connected to standard telephone lines.
Stratifyd
APRIL 3, 2019
Estimated reading time: 4 minutes. Derek Wang, 35, has been named one of Charlotte Business Journal’s 40 under 40 class of 2019. The 40 under 40 program recognizes local professionals who are making major strides in their career while leaving a positive impact on their community. These individuals are helping shape Charlotte as a hub for all major industries.
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