Wed.Feb 06, 2019

It All Begins with Good Health

Contact Center Pipeline

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your family.

Reality Check: Are your customers channels or people?

Call Center Coach

I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done.

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Contact Center CX: Next Issue Avoidance

CX Accelerator

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life.

Customer Experience ROI: How You Prove You Understand Customer Experience Strategy

Beyond Philosophy

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Core Values are Decision Filters


I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry.

More Trending

Pizza Enters AI Phase

Branch Mesenger

From retail to technology, here's the top stories we're reading this week at Branch HQ. ?? Small Biz Is Slow To Expand. ?? Americans Lining Up For Amazon Jobs. ?? Is the AI Future Of Pizza Here? ?? Retail Closures.So Far In 2019. ?? How Charlotte Russe Impacts Retail. ????

How to Turn Survey Results Into Awesome Presentations


One of the most exciting parts of conducting an online survey is showcasing the findings and results when data collection wraps up.

How AI Will Make Customer Service Reps Better At Their Jobs


This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here. thought leadership must read

How to Use Online Surveys to Re-Engage With Customers


Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Migrating from Zendesk to Kayako with an Automated Service


When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process.

Benefits of Artificial Intelligence in the Contact Center Industry


Do you remember the last time you called an 800 number and experienced the run around you get when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses?

8x8 Launches Speech Analytics and Integration Framework


Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”. We couldn’t agree more with this sentiment.

How to Adapt Call Center Automation Based on Company Size


Contact centers aren’t all the massive facilities we picture when we envision modern customer service. Many call centers are still relatively small operations, which means that the one-size-fits-all attitudes of software manufacturers won’t suit their needs as well as those of larger facilities.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

5 Qualities of Great Customer Service Agents


Success in the contact center begins with the hiring process. When you bring in customer service agents who naturally have these five qualities, your customers are more likely to have positive experiences that strengthen brand reputation, engagement and loyalty. Hiring managers can use specific techniques to gauge a candidate’s emotional intelligence skills while ongoing training … 5 Qualities of Great Customer Service Agents Read More ».

Law Firm SEO: 7 Tips for Lawyers and Attorneys

Abby Connect Virtual Receptionists

When it comes to internet marketing, it’s no secret that search engine optimization yields some of the highest returns you can find just about anywhere. If you’re reading this article, chances are you already know this and you’re just looking for that extra edge over your competitors.

Customer Journey Mapping: Insights from Customer Contact Week Nashville

Bright Pattern

At Customer Contact Week (CCW) Nashville, there were three half-day sessions, one of which was on Customer Journey Mapping. To start things off, Customer Contact Week and IQPC analyst Brian Cantor presented findings from IQPC’s recent journey mapping research.

Is Your Marketing Performing As Good As Your Sales Team And Vice Versa?


No matter how successful your sales team is at your call center, there’s always room for improvement. And luckily, there are plenty of call center tools that can help your agents become more productive and better at closing deals on the phone.

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Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

PPC for Lawyers: 5 Tips for Winning More Clients

Abby Connect Virtual Receptionists

At some point everyone needs a good attorney. You know this to be true. Small Business & Entrepreneurs


New York Times Op-Ed Mentions Containment Rate


Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week!

The Importance of Delivering Relevant, Reliable Customer Experiences


Global competition in the marketplace has put power in the hands of consumers. Consumers who are increasingly demanding quality interactions with their preferred brands. A whopping 88 percent of customers told Harris Interactive that a company’s ability to exceed their service expectations is more important than its innovative products or price points. Reliable customer experiences … The Importance of Delivering Relevant, Reliable Customer Experiences Read More ».

Webinar: Broken Heart, Contact Center Drama & More

Monet Software

A Valentine’s Day Webinar from Monet and NewVoiceMedia. Date: Thursday, February 14, 2019. Time: 10am PST. It’s Valentine’s Day in the Contact Center. But, where is the love? Customers are frustrated, they feel taken for granted, and are looking at other brands. Your agents are not engaged anymore, and you fear they’re going to break up with you.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Human Touch With Modern Technology


If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … Human Touch With Modern Technology Read More ». The post Human Touch With Modern Technology appeared first on Ansafone Contact Centers.

Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value


Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent. Read More.

Winning in the Experience Economy – Working up the CX Maturity Curve


In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.

Fortune 500 Financial Services Company


Focus. To analyze both structured and unstructured data from general and targeted surveys to understand pain points and improve the overall experience for banking customers. Partnership With Stratifyd.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Contact Center Specialist Darren Prine Joins City Communications

City Communications

Scottsdale, Arizona, February 2019 – City Communications, a boutique telecommunications management firm with a nationwide client base, has hired leading contact center technology expert Darren Prine to lead its business outreach and consulting initiatives.

Be Personal, Not Pushy: How AI is Transforming B2B Selling

bold360 Blog

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. But all of that is changing…and quickly. Today’s B2B buyers shop for business solutions just like they shop for personal products.