Contact Center Pipeline
SEPTEMBER 19, 2019
In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year. The inspiration for the song came from a conversation Paul McCartney […].
Fonolo
SEPTEMBER 19, 2019
Your airline has updated your flight details, shortening an already tight connection time. After being on hold for 45 minutes, you spend a slow afternoon going back and forth with an agent before you are finally booked on another flight. Just as you’re about to hang up, the agent asks, “By the way, would you like to upgrade to our Premium Economy for only $70 more?”.
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ClientSuccess
SEPTEMBER 19, 2019
The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. .
Totango
SEPTEMBER 19, 2019
Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Doing so will help you raise satisfaction rates and cultivate lifetime customers. By applying best practices, such as sharing data across teams and gathering multiple data points for each customer, you can operationalize data to yo
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Beyond Philosophy
SEPTEMBER 19, 2019
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 to 77.1. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
UJET
SEPTEMBER 19, 2019
Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.
NUSO
SEPTEMBER 19, 2019
Working with others is essential for a thriving business. With the help of modern tech, communication and collaboration tools make staying connected easy. Tools like softphones, instant messaging, and video conferencing lets teams work together anywhere, anytime.
Global Response
SEPTEMBER 19, 2019
All organizations must adhere to a set of guidelines, rules, and regulations that are specific to their industry as part of their operations. Violation of these standard regulations often results in lawsuits, more. The post The Importance of Regulatory Compliance For Your Business and Customers appeared first on Global Response.
Toister Performance Solutions
SEPTEMBER 19, 2019
Annette Franz, Author of Customer Understanding. 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. Many things impact your customers, but are outside of your control. Let's say you run a coffee shop in a strip mall.
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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
Outsource Consultants
SEPTEMBER 19, 2019
Manila is the epicenter of the booming Philippine BPO industry. There’s no question that the Philippines enjoyed several years as the defacto offshore darling. Populated by a skilled and energetic workforce, backed by massive infrastructure investment and fueled by a global demand for low-cost outsourced services, no one could touch the Philippines.
Global Response
SEPTEMBER 19, 2019
A Service Organization Control (SOC) is a detailed written report that outlines the state of customer data within your organization. In days when data breaches are common and costly, it’s vital that more. The post The SOC 2 Compliant Call Center: Your Questions Answered appeared first on Global Response.
Mindtouch
SEPTEMBER 19, 2019
For the modern enterprise, self-service has become an indispensable part of many strategic objectives, especially when it comes to delivering customer service excellence. Today, 91% of organizations identify web self-service as a relevant investment focus for its ability to help reduce contact center costs, relieve pressure on customer support agents, and drive important customer journey KPIs. 91% of organizations identify web self-service as a relevant investment focus.
Global Response
SEPTEMBER 19, 2019
When it comes to protecting customer financial information, PCI DSS Level 1 compliance is the top standard. If your company is managing any kind of credit card transactions, you need to know more. The post 5 Tips to Make Your Call Center PCI DSS Level 1 Compliant appeared first on Global Response.
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.
inmoment
SEPTEMBER 19, 2019
Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable. The truth is that it’s no longer enough to provide an experience that is solely consistent or memorable; the former lacks novelty, while the latter lack
Salmat
SEPTEMBER 19, 2019
Marketing is a combination of art and science. You need creative ideas, of course, but the true key to great marketing is understanding why people act the way they do; what’s going on in their hearts and minds to make them choose Brand X over Brand Y.
Guru
SEPTEMBER 19, 2019
How does the Guru team stay on top of the changing sales enablement landscape?
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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.
Brad Cleveland Blog
SEPTEMBER 19, 2019
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.
Language I/O
SEPTEMBER 19, 2019
Brad Cleveland Blog
SEPTEMBER 19, 2019
ChurnZero
SEPTEMBER 19, 2019
. Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations. ChurnZero is announcing that we are now available in the Teamwork Integrations Marketplace for Teamwork Projects and Teamwork Desk customers to take advantage of our robust integrations. Teamwork’s mission is to make teams around the world more efficient, organized and happy, and the ChurnZero team couldn’t be more onboard with that pursuit.
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!
Brad Cleveland Blog
SEPTEMBER 19, 2019
Interactions
SEPTEMBER 19, 2019
What comes to mind when you hear the phrase “Restaurant of The Future?” Do you picture robot waiters? Delivery by drones? Shaped gelatinous food replacement product ? Thanks to FSTEC , it’s never been more clear how far restaurant technology has come – and just how close the future really is. The conference, held Septemer 8-10 in Dallas, brought together operators and vendors from all over, connecting the dreamers and doers who are shaping restaurant science fiction into
Maru Group
SEPTEMBER 19, 2019
We may live in an era of innovation, but does every innovation guarantee company growth? Innovation is a key priority for most companies. Faced with stronger competition and more selective customers, many business leaders are feeling pressure to launch new products and services. A recent McKinsey survey states that more than 25 percent of total revenue and profits across industries comes from the launch of new products.
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