Thu.Sep 19, 2019

Eight Days a Week: The Always-On Contact Center

Contact Center Pipeline

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.

How Can Customer Service Agents Help Upsell and Cross-sell? 3 Techniques and Tips


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.

Critical Skills That Successful CSMs Need to Develop


The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex.

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The Best Customer-Centric Uses of Data


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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

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.

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Best practices for personalizing the customer experience

TELUS International

CX Best Practices

Sales Enablement Success Roundup: September 2019


How does the Guru team stay on top of the changing sales enablement landscape? Here's what we're reading to stay ahead of the curve: sales enablement

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Trends in Customer Self-Service Infographic


For the modern enterprise, self-service has become an indispensable part of many strategic objectives, especially when it comes to delivering customer service excellence.

Exploring The Restaurant of Tomorrow at FSTEC


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 ?

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Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Why Graco Gives Customers Direct Access to Its CEO and Other Cust Serv Tips

Language I/O


Still the One: The Philippines Remains the Top Destination for Offshore Outsourcing

Outsource Consultants

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.

Interview with Annette Franz: Why Journey Mapping is the Backbone of Customer Experience Management

Toister Performance Solutions

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 and affiliated sites.

How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience


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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The SOC 2 Compliant Call Center: Your Questions Answered

Global Response

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. Global Response Blog Technology and Security

5 Ways to Understand Innovation From the Perspective of Latin American Consumers


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. However, more than 50% of launches don’t hit their targets.

The Importance of Regulatory Compliance For Your Business and Customers

Global Response

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. Global Response Blog Technology and Security

The Science of Marketing: How The Power Of Repetition Can Influence Your Customers


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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

5 Tips to Make Your Call Center PCI DSS Level 1 Compliant

Global Response

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. Global Response Blog Technology and Security

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations


. 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.