Contact Center Pipeline
DECEMBER 13, 2018
The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For many employers, it’s either settle for less qualified candidates and brace for the subsequent impact (i.e., high turnover, declining service quality, unhappy customers), or revise your approach for attracting and engaging […].
UJET
DECEMBER 13, 2018
Your team hears more direct customer feedback than anyone else in the company—their interactions make up the bulk of the customer experience. Whether they're helping a customer solve a problem, walking through a difficult process or following up on billing, each interaction makes an impact.
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ChaseData
DECEMBER 13, 2018
In a world that seems to be swamped with call centers, have you ever wondered how some manage to stand out – even thrive? One of the primary reasons is excellent leadership. A heavily-saturated marketplace is no match for a great management staff. But how can you and your team achieve that same industry stardom?
Myra Golden Media
DECEMBER 13, 2018
I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. There aren’t any other roles in business, as far as I’m concerned. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers.
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Callminer
DECEMBER 13, 2018
Companies seem eager to know what we think about everything. But does it work? And do they get scientific data that helps them improve? Let's start at the beginning: the ask to take a survey.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Joe Rawlinson
DECEMBER 13, 2018
Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. By definition, personalization is a marketing strategy by which companies leverage data analysis and digital technology to deliver individualized messages and product offerings to current or prospective c
Fonolo
DECEMBER 13, 2018
December has arrived, which means different things for different people. While many of us are gearing up to slow down and spend quality time with family and friends, retail companies are bracing themselves for the clamor and chaos of the holiday season. From Black Friday to Cyber Monday to Boxing Day, this season signals a momentous time when consumers across the globe are ready and willing to spend, spend, spend.
Vonage
DECEMBER 13, 2018
Disappointing results on a customer service survey can be more than demoralizing. They can bode ill for future financial results and even directly threaten your livelihood. The problem is unlikely to be the survey design (though that’s possible). More likely, the problem is that you really need to improve! Yet, in the face of poor scores, what happens at many organizations is denial and rationalization.
Concentrix
DECEMBER 13, 2018
Standout in Innovation and Technology as well as Safety and Security Delhi, India – The Indian Infrastructure Facility Human Resources Realty Association (iNFHRA) recognized Concentrix at. The post Concentrix Wins Two Awards For Innovation in Security Practices appeared first on Concentrix.
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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
Nexmo
DECEMBER 13, 2018
Nexmo’s been a popular choice for contact centre solutions for a long time, but with today’s release of Selective Audio Controls we’re taking it to the next level. Selective audio controls solve a common use case – a supervisor listening to a call but only being heard by their employee and not the customer – […]. The post Call Whisper with Selective Audio Controls appeared first on Nexmo.
InTheChat
DECEMBER 13, 2018
It’s hard to believe, but 2018 is rapidly coming to a close! With 2019 growing ever closer, many are making predictions for the year ahead with regards to digital transformation and customer experience. However, as it can be. The post Infographic: Consumer behavior on digital channels in 2018 appeared first on InTheChat.
Avoxi
DECEMBER 13, 2018
Mike Aoki knows his way around a contact center. In the early 1990’s, he handled 50,000+ calls as a Bell Mobility customer service agent; later in the decade, he managed a 12-person contact center training team responsible for the professional development of 900 agents. In short, he has truly, “been there, done that.” Which is… The post Mike Aoki – “I’ve Been In Your Shoes.” appeared first on AVOXI.
Call Experts
DECEMBER 13, 2018
First impressions always matter, whether in person or over the phone. All callers to your business deserve professional answers and friendly greetings. We always ensure the greetings and answers match your brand. An indifferent receptionist sends the wrong impression. Your customers should look forward to your services and products. Never send your potential or current clients to your competitors because of unfriendly or indifferent phone etiquette.
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.
TELUS International
DECEMBER 13, 2018
Discover how intelligent automation is improving the passenger experience with fewer cancelled flights and personalized customer service.
Guru
DECEMBER 13, 2018
I know, I know, there are a gazillion conferences these days, and you have to be picky about what you invest your time and dollars in attending. Empower , a two-day gathering of the best and brightest in sales, customer success, and support, will stand out in a few ways and be well worth your time. The conference is going down from May 7-9, 2019 at World Cafe Live in Philadelphia , where’s it’s always sunny.
Mindtouch
DECEMBER 13, 2018
Why do organizations deploy customer service chatbots ? First and (hopefully!) foremost, the goal is to offer a convenient, low-effort way for customers to find information. Doing so can help organizations simultaneously take down another important objective: scaling contact center operations and, by extension, controlling costs. Early as it might still be for chatbots (according to the Gartner Market Guide to Conversational Platforms , only 4% of enterprises have deployed conversational interfa
aircall
DECEMBER 13, 2018
Plans, Predictions, Insights, and Opinions From 475 Customer Support Leaders. Purpose. This survey provides a detailed (and timely) answer to a two-part question: What are the issues today’s customer support leaders care about the most? How are they designing their customer support strategies as a result? Methodology. Data in this report comes from a February 2018 survey of 475 U.S. based customer support managers, directors, VPs, and executives.
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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.
Stratifyd
DECEMBER 13, 2018
Estimated reading time: 1 minute. Chris Bahr has joined Stratifyd as the Global Director of Customer Success and Channel. “We’re excited to officially have Chris on board,” Stratifyd CEO Derek Wang said. “He’s smart, dedicated, and has great experience. He brings a lot to the table and will be an incredible asset for our customers worldwide.”. Bahr’s spent the last 20 years working in the tech industry, and joins Stratifyd after time spent at CA Technologies, Oracle, and ServiceNow, and a 62-day
Cisco - Contact Center
DECEMBER 13, 2018
Combining Cisco architectures with Google artificial intelligence to build a hybrid chat solution through open API’s to allow easy customization of the end customer solution.
teleopti
DECEMBER 13, 2018
What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Pelorus Associates has authored comprehensive market research reports on workforce management software since 2011.
Toister Performance Solutions
DECEMBER 13, 2018
The feedback session wasn't going well. A contact center supervisor was reviewing a call with an agent where the agent's lack of friendliness seemed obvious. She had replied to the customer's questions in a monotone voice with short, clipped responses, and didn't acknowledge the customer's frustration. The agent's response was to the supervisor's coaching was to flatly disagree.
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!
Monet Software
DECEMBER 13, 2018
Monet Software’s Cloud Scheduling and Forecasting Solution combines with the Genesys Customer Experience Platform to optimize contact center resources and improve agent and customer experiences. LOS ANGELES – DECEMBER 03, 2018. Monet Software has announced that Monet Workforce Management (WFM) is now available on the Genesys® AppFoundry, a dedicated customer experience marketplace.
Aspect
DECEMBER 13, 2018
It’s no secret that the retail sector has suffered a sustained period of difficulty in recent times, with the highstreet losing some well-known and well-loved brands in 2018 and further brands dramatically downsizing. Alongside this has been uncertainty from consumers and these factors coupled together have caused an increase in popularity in promotional events such as Black Friday and Cyber Monday.
Cincom
DECEMBER 13, 2018
Customer relationship management (CRM) software provides an excellent customer information and activity record for users. All of the basic information … Continue reading "Five Ways CPQ Makes CRM More Intelligent". The post Five Ways CPQ Makes CRM More Intelligent appeared first on Cincom Blog.
Bright Pattern
DECEMBER 13, 2018
On one hand, skeptics were wrong about the longevity of chatbot technology , but there are still many common chatbot mistakes in the customer service space.
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
Cincom
DECEMBER 13, 2018
Customer experience (CX) is so important for businesses seeking to grow sales and expand share in a competitive market. A … Continue reading "Five Ways CPQ Enhances CX for Microsoft Dynamics CRM Users". The post Five Ways CPQ Enhances CX for Microsoft Dynamics CRM Users appeared first on Cincom Blog.
Nuance
DECEMBER 13, 2018
Evolving technologies such as artificial intelligence, connected devices, and virtual assistants are continually simplifying our lives. While they simplify our lives however, they make our technological environments much more complex and difficult to manage and secure. CIO’s have the daunting task of implementing agile cybersecurity and privacy strategies to protect not just their networks but […] The post 4 factors health systems need to consider when protecting PHI appeared first on What
CustomerSuccessBox
DECEMBER 13, 2018
Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? According to the Oxford dictionary , Upsell as a verb means ‘ Persuade a customer to buy something additional or more expensive.’.
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