ShepHyken
JULY 4, 2018
Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer.
Callminer
JULY 4, 2018
A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.
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Taylor Reach Group
JULY 4, 2018
By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.
Contact Center Pipeline
JULY 4, 2018
We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!
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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.
Fonolo
JULY 4, 2018
Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NameShouts
JULY 4, 2018
Whether you’re doing business with Uber CEO Dara Khosrowshahi , or you’re just visiting some Iranian friends for dinner, it’s important to come across as someone who’s informed on the way Persian names are pronounced. As we’ve noted time and again, names are extremely important to people, regardless of where they live.
Monet Software
JULY 4, 2018
Normal.dotm. 0. 0. 1. 8. 48. user. 1. 1. 58. 12.0. 0. false. 18 pt. 18 pt. 0. 0. false. false. false. “Quality,” that elusive attribute for which a contact center strives, is always a challenge to achieve consistently. But maintaining quality is critical in every aspect of a company’s operation, and especially in the contact center where thousands of people have their first experience with how that company treats its customers.
Playvox
JULY 4, 2018
Quality assurance seems like a process only big companies should have. Who needs the extra work, right? You’re probably too busy growing and scaling exponentially anyways.
Monet Software
JULY 4, 2018
While Monet is pleased to offer both speech analytics and desktop analytics solutions, we tend to focus more on speech analytics because we’re hearing more customer interest in this capability, and its adoption into forward-thinking contact centers has become mainstream over the past few years. However, downplaying desktop analytics (DA) does a disservice to an application that is just as valuable.
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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
JULY 4, 2018
We recently had the honor to attend the Customer Contact Week in Las Vegas. While there we had the chance to chat with some other leading companies that work with call centers and customer service centers as well as with call center operators.
Monet Software
JULY 4, 2018
Ask a contact center manager what his (or her) agents want most from their jobs, and you might get answers like “more money” or “not having to be yelled at by angry callers.” But a recent poll found that 43% of agents would actually choose the ability to control their shifts over an increase in salary. That should be greeted favorably at contact centers.
Livepro
JULY 4, 2018
With our first 2018 Forum just a little over a month away, it’s time we release the official event details! Last year’s Forums were a huge success and we’re excited to bring them back bigger and better than ever in 2018. We’ve listened to your feedback and this year there will be more networking opportunities, more hands on sessions and a more streamlined Awards showcase.
Monet Software
JULY 4, 2018
This is the month we celebrate Independence Day, and across the country, companies are crafting special offers with some sort of historic or patriotic theme. So why should we be any different? We think it’s time your contact center declared its independence from spreadsheets. Ask yourself, as America’s early colonists asked about King George: how are we benefitting from this arrangement?
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
Jive
JULY 4, 2018
Business doesn’t always happen face to face. Rather than let that affect productivity, technological innovation has provided options to maintain efficiency, accessibility, and effective communication. Eventually, it has also paved the way for businesses to evolve. Armed with the right tools that delivered mobility, businesses realized they could use the same technology to run virtual teams.
LiveChat
JULY 4, 2018
Email deliverability is one of the most important issues in email marketing. A lot of people might have problems with their email deliverability and not even know about it. In this guide you’ll learn how to know if you have email deliverability issues and how to resolve them. When was the last time you checked your inbox spam folder? I did a few days ago, and much to my surprise I saw a lot of reputable names there.
Eptica
JULY 4, 2018
Date: Wednesday, July 4, 2018 Author: Anne-Merete Jensen - Senior Business Consultant How to reduce Average Handling Time and improve quality. Published on: July 04, 2018. Author: Anne-Merete Jensen - Senior Business Consultant Optimizing CX with Eptica Constant improvement is key to meeting customer service needs and differentiating your business from rivals.
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