Contact Center Pipeline
JULY 2, 2019
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after cheerful, optimistic group chatter, everyone breaks and heads back to their assignments. Do those types of actions get enough traction to change the direction of your center’s performance? For some reason, […].
HelpCrunch
JULY 2, 2019
Check out our 5 recommendations on how to build a true customer-driven marketing strategy. The post 5 steps to creating a customer-driven marketing strategy appeared first on HelpCrunch blog.
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CrazyCall
JULY 2, 2019
Nowadays, customer service plays a crucial role in the lives of every company. Customers are granted a power of providing an instant complaint that – what’s key – can be seen by anyone on the web! This changes everything as one negative review can completely change the way a company is perceived. As Seth Godin has mentioned years before , trust is the new currency that companies and their customers trade with.
Myra Golden Media
JULY 2, 2019
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.
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ShepHyken
JULY 2, 2019
Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
JULY 2, 2019
Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.
Lumoa
JULY 2, 2019
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.
Fonolo
JULY 2, 2019
Last week, Fonolo hosted an insightful live discussion on the current state of AI and Natural Language Processing (NLP). The expert panel discussed how NLP relates to the general field of AI, the pros and cons of different approaches to NLP, and more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Frank Schneider, Tobias Goebel , and Shai Berger.
Nexmo
JULY 2, 2019
An IVR is the technical name given to an automated phone call where you enter digits on your phone keypad and the call responds appropriately – by reading you information, or connecting you to a number, or whatever. The great thing is that you can build them with Nexmo Voice! In this tutorial, you’ll build a small microservice to host a basic IVR.
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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
Nicereply
JULY 2, 2019
Just like Jon Snow before an attack on Winterfell, you need to prepare for your seasonal rush so you can thrive instead of just survive the winter. And yes, the battle for outstanding customer service is often just like the stories in Game of Thrones. This is because customer support tickets can increase by 42% for retailers during this time of year, putting a massive strain on your support team.
Nexmo
JULY 2, 2019
An IVR is the technical name given to an automated phone call where you enter digits on your phone keypad and the call responds appropriately – by reading you information, or connecting you to a number, or whatever. The great thing is that you can build them with Nexmo Voice! In this tutorial, you’ll build a small microservice to host a basic IVR.
Customer Experience Matters
JULY 2, 2019
Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.
Jive
JULY 2, 2019
It’s almost surprising how instant messaging has managed to ingrain itself as an inherent part of office culture today. Instead of walking over to a colleague’s desk, you instead shoot a quick IM. If you want a real-time response, you send an IM instead of an email. If you want to make idle chit-chat as you go about your daily tasks, you don’t run to the water cooler anymore – you send an IM. .
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.
SharpenCX
JULY 2, 2019
“Alexa, order more laundry detergent please.” That’s all it takes to cross something off my to-do list now. And last week, I sent a couple of emails about a pair of shoes that were out of stock, and within a. Read More. The post Start to Wow your Customers with your Service: 5 Ways Adding a Digital Customer Journey Exceeds Expectations of the Modern Customer appeared first on Sharpen Contact Center Software.
24-7 InTouch
JULY 2, 2019
It’s critical for any organization to establish a set of common values or a mission statement for employees to feel connected to the business and to feel that what they do matters. Business 101, right? It’s those values that create culture - which is arguably the most important aspect of a company’s long term success.
Guru
JULY 2, 2019
Companies that operationalize their knowledge and organizational expertise are not only achieving their strategic objectives, but their financial goals as well. Only a few initiatives are able to truly transform how an organization operates, and knowledge management is one of them.
CustomerSuccessBox
JULY 2, 2019
Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. A few months ago we conducted a Customer Success meetup in Bangalore where several Customer Success Leaders came and shared their learnings and insights on various topics.
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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.
Ameyo
JULY 2, 2019
“Are your agents stuck with manual dialing?” If your agents are trying to reach customers manually then you are losing on the valuable leads that can help you put the best foot forward. So, are you communicating effectively with your customers and delivering personalized services to them? Businesses largely depend upon the quality leads and … How to Close More Deals with Effective Sales Management?
NICE inContact
JULY 2, 2019
Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes. The case for digital customer service integration is clear: Companies using digital channels for customer service can increase customer engagement and answer more customer queries without any additional resour
GetFeedback
JULY 2, 2019
Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.
NICE inContact
JULY 2, 2019
BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy.
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!
Voiance
JULY 2, 2019
Working in the business world or for a government agency generally requires education, certification, and vetting to ensure trustworthiness. The reason is obvious: providing services often involves handling people's personal and financial information. So it makes sense to hold your phone and video interpretation provider—and their interpreters—to those same high standards.
Toister Performance Solutions
JULY 2, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Larissa (not her real name) was partying with coworkers and subordinates outside of work. There was a lot of drinking and things got out of hand.
Chip Bell
JULY 2, 2019
In 1907, Carnation Evaporated Milk introduced a brand-new ad to promote its product, “made from contented cows.” Since I lived on a cattle farm and milked a cow twice a day for most of my teenage years, I thought a lot about the productivity of cows with high morale. Our cows never seemed to be very anxious. They pretty much grazed all day and slept all night.
Squelch
JULY 2, 2019
What comes to mind when you think of the Fourth of July? Perhaps it represents the midpoint of summer and brings thoughts of sunshine and vacation. Or maybe it’s images of backyard barbecues complete with hamburgers, hot dogs, potato salad, and apple pie. Or maybe your first thoughts are of colorful fireworks dancing in the night sky. Whatever activities or foods you associate with this American holiday, the true meaning behind the Fourth of July is, of course, independence.
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
CSM Magazine
JULY 2, 2019
Here we take a look at some simple ways you can ensure your customers will love your contact centre’s chatbot, rather than loathe it! Chatbots have become an essential aspect of many modern contact centres. Chatbots are invaluable to agents at busy times of the day, fielding basic queries from customers, allowing live agents the chance to focus on more complex cases.
ConvergeOne
JULY 2, 2019
Most data centers host hundreds—if not thousands—of applications that run business- and mission-critical operations. As organizations consider moving to the cloud, they are faced with questions on how these applications will fit into their cloud strategy and how they can migrate their workloads to a cloud platform with the least risk and disruption to their business.
Working Solutions
JULY 2, 2019
There are many good reasons why outsourced contact center solutions have become such an integral part of today’s economy, used by businesses of all sizes and across all industries. Chief among these reasons is the simple fact that offering a superior customer experience (CX)—the kind that truly builds the kind of customer satisfaction and loyalty […].
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