Contact Center Pipeline
SEPTEMBER 26, 2018
Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way to contact customer service was by calling… from your landline. We’ve come a long way and today the typical contact center now supports an average of nine communication channels between voice, […].
ShepHyken
SEPTEMBER 26, 2018
Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition.
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Beyond Philosophy
SEPTEMBER 26, 2018
Measuring customer emotions for your Customer Experience is a vital activity for your organization. After all, if you can’t measure it, you can’t manage it, as the saying goes. We discussed how to measure customer emotions on our recent podcast. Today we will discuss how to measure feelings, which feelings you should measure, and where and when you should measure them.
Call Center Weekly
SEPTEMBER 26, 2018
If leadership is wondering if employee engagement is good and necessary for their teams, I would have to emphatically say, "yes, it is!" I have worked in the contact center environment for many years. I have had the opportunity to work for companies both large and small. I have noticed that at the smaller companies, the employees were happier and more engaged in the work environment, than some of the larger call centers.
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Callminer
SEPTEMBER 26, 2018
Last week we had the opportunity to attend and speak, and really geek out at the AI Summit in San Francisco, the heart of technology innovation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
SEPTEMBER 26, 2018
For Omni-Channel Experience and Customer Experience Vendor Excellence Marina Bay Sands, Singapore – Customer experience (CX) leaders across Asia recognized Concentrix as a best-in-class organization among. The post Concentrix Wins at The Customer Experience Asia Excellence Awards appeared first on Concentrix.
Interactions
SEPTEMBER 26, 2018
SEPTEMBER 26, 2018 We’ve talked a lot about omnichannel — Read more » The post 3 Reasons To Invest in Omnichannel appeared first on Interactions Resource Center.
The Northridge Group
SEPTEMBER 26, 2018
Challenges in attracting and retaining talent and the need to effectively balance quality of service with efficiencies have created a need for more sophisticated Workforce Management teams. While Workforce Management optimization is essential for providing great customer service, it is always a balancing act. The Workforce Management team is tasked with driving scheduling efficiencies while carefully considering the needs of their associates.
customer sure
SEPTEMBER 26, 2018
Everyone has a story about bad customer service experience. And if you don’t, just look on social media. You won’t have to search for long to find someone either complaining about how horrible their experience was or recommending a business to everyone they know. That said, people often misunderstand what makes for a great customer experience. “Right, first time, every time” is a great goal to aim for, but more importantly, customers want to trust an organisation is listening, and trust that the
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.
Fonolo
SEPTEMBER 26, 2018
Come into the classroom, sit down, and let us begin today’s four-part lesson: Call Center 101 – The Golden Rules of SLAs. As the official written handshake shared by a vendor and a buyer, it is a tangible commitment that ensures specific services will be delivered. Really, it’s a promise, one you must keep in order to satisfy clients and maintain the service levels that will keep your long-lasting relationship with them buoyed.
Centriam Customer Experience Lab
SEPTEMBER 26, 2018
Editor’s note: We have already discussed in our CX Lab about the importance of making things easier for customers. We have expanded this conversation to include millennials , as a reason for digital investments by banks , and as an argument for simpler surveys. But as we talk to more and more CX professionals, we are finding a strong hunger for more examples of how to simplify experiences for customers.
kommunicate
SEPTEMBER 26, 2018
In the tightly fought B2B industry, you need to make sure the people coming to your website try out your product and ultimately become customers. A signup, a demo request or a content download (collectively – Call to Action or CTA) shows intent to try and buy. So how do you make sure your website […]. The post How to Increase Conversion Rate Using A/B Testing by 200%?
24-7 InTouch
SEPTEMBER 26, 2018
Last weekend marked the 5th year of 24-7 Intouch’s involvement and sponsorship of motionball Marathon of Sport in support of the Special Olympics Manitoba and the Special Olympics Canada Foundation.
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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.
Avoxi
SEPTEMBER 26, 2018
VoIP phone solutions continue to grow in popularity with businesses around the globe. They are a highly reliable and cost-effective alternative to a traditional phone system. As they run over the Internet, there is the possibility of an occasional outage or downtime. This is usually caused by power outages, network issues, and storms. Regardless of your… The post PBX Disaster Recovery – Best PSTN Failover and VoIP Failover Solutions appeared first on AVOXI.
Pointillist
SEPTEMBER 26, 2018
By Swati Sahai. Most organizations now report having some level of customer experience measurement program in place. But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. A recent Forrester survey found that only 33% of employees in product development, 50% in business development and customer service and 48% in digital strategy agree that their companies provide
CSM Magazine
SEPTEMBER 26, 2018
Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences. Companies across Europe are deploying artificial intelligence (AI) technologies to revolutionise customer service as more and more consumers show high acceptance of AI-driven experiences, reveals a new research report from ServiceNow and Devoteam.
Customer Experience Matters
SEPTEMBER 26, 2018
One of the key ingredients to a customer-centric organization is Purposeful Leadership. To keep an entire company moving in tandem, leaders must articulate and commit to a clear purpose – one that aligns all employees’ day-to-day decisions and is more compelling than simply increased profits. What does that look like? This video from Oxford Properties‘ CEO Michael Turner is a great example of Purposeful Leadership in action (thanks to Roger Pugsley for sharing it with me).
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
Nuance
SEPTEMBER 26, 2018
This past week in Philadelphia, Nuance Document Imaging held our first Customer Advisory Board (CAB) for the legal sector. The objective of the day was for attendees to network with peers, share best practices, and map out what the next generation of content management solutions should look like to best support these organizations. Discussions were […] The post Valuable, modern & simple: What all customers need from today’s content management solutions appeared first on What’s next.
InTheChat
SEPTEMBER 26, 2018
In our last post, we discussed the challenges of poor leadership engagement and the seven types of bias that create risk-averse culture: Loss Aversion Bias, Status Quo Bias, Fundamental Attribution Error, Confirmation Bias, Existence Bias, Familiarity Principle, and. The post Barriers to Digital Transformation: Finale appeared first on InTheChat.
Voiance
SEPTEMBER 26, 2018
With 2018 coming to an end, it's time to evaluate your contact center’s metrics. We know contact centers rely heavily on their key performance indicators (KPIs); that's why o ur language services would be a great addition to your contact center initiatives to improve metric s and meet KPIs.
VHT
SEPTEMBER 26, 2018
With a good service strategy and the right technology, the contact center can step up as a primary channel for building loyalty and satisfaction. Check out this infographic, which outlines six contact center technologies that are available right now and which can improve your customer experience. The post INFOGRAPHIC | 6 Essential Technologies for Today’s Contact Center appeared first on VHT.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Avoxi
SEPTEMBER 26, 2018
Cloud-hosted phone systems like VoIP are utilized by thousands of call centers around the world and continue to grow in popularity. As these systems operate via the Internet and a computer or data based system, disruptions and downtimes have been known to transpire. And yet, there are still many call centers with little to no… The post PBX Disaster Recovery – Best PSTN Failover and VoIP Failover Solutions appeared first on AVOXI.
Topdown
SEPTEMBER 26, 2018
Forrester principal analyst Cheryl McKinnon included Topdown in the Now Tech: Content Platforms, Q3 2018 (Forrester Research, Inc., September 26, 2018) research report (paywall). The report was written for enterprise architects (EAs) looking for technology solutions to deliver content as part of a digital business initiative; or, that will be the central component of a cloud-focused enterprise content management modernization effort.
Vonage
SEPTEMBER 26, 2018
After two fun, informative and action-packed days, it’s hard to believe we're already halfway through Dreamforce 2018! With 3,000+ sessions, 170,000+ people registered – including plenty of A-list luminaries – and around 10 million joining in online, we’re thoroughly inspired, a little exhausted, but eager to see what the rest of the festivities will bring!
DMG Consulting
SEPTEMBER 26, 2018
DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report. 9/26/2018. AI-enabled solutions fueling interest and accelerating sales. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 13th annual Speech Analytics Product and Market Report.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Topdown
SEPTEMBER 26, 2018
Forrester principal analyst Cheryl McKinnon included Topdown in the Now Tech: Content Platforms, Q3 2018 (Forrester Research, Inc., September 26, 2018) research report (paywall). The report was written for enterprise architects (EAs) looking for technology solutions to deliver content as part of a digital business initiative; or, that will be the central component of a cloud-focused enterprise content management modernization effort.
Hero Digital
SEPTEMBER 26, 2018
Artificial Intelligence is on the minds and tongues of virtually everyone. We are all immersed in futuristic experiences: completely self-driving vehicles, robot dogs “smart” enough to open doors and navigate obstacles, and refrigerators and pantries that monitor your health habits and auto-restock to match your needs and preferences. But what does it mean for marketers?
Ameyo
SEPTEMBER 26, 2018
It goes by many names – The Holy Grail of Customer Success, The Next Big Thing, and The New Competitive Battleground. It’s probably what differentiates you from your competition in the eyes of consumers. Your customers are expecting more – and it’s up to your brand to fulfill their needs. And, most importantly – if […].
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