Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be. Impact of Automation on Frontline Staff We started with a general look forward into the expected impact […].
Nextiva
AUGUST 22, 2019
A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base. Loyal customers buy more often, spend more, and refer their friends and family to you. They leave positive customer reviews.
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Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience.
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times.
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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.
Toister Performance Solutions
AUGUST 22, 2019
When I started working in contact centers they were called call centers because that's what customers did. They called. Today, it's very different. Customers have far more options for contacting a company beyond the phone. They can email, chat, text, use social media, use the company's app, or go to the company's website. This is a big challenge for contact center leaders.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
AUGUST 22, 2019
Transformations don’t happen with a flick of a wand and a chant of Bippity-boppity-boo. Real transformation is hard work. Makeovers can take months, if not years of planning, strategy, implementation, and recovery to take full effect. Just think of shows. Read More. The post Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud appeared first on Sharpen Contact Center Software.
Kayako
AUGUST 22, 2019
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support.
Guru
AUGUST 22, 2019
Guru is proud to partner with Ka'ana Solutions as part of our Guru for Good non-profit program. This article originally appeared on Ka'ana's blog. When I was leading the Technical Services team for a large education publishing company, one of the things we spent a considerable amount of time on was searching for information that we needed to answer questions and solve problems.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right?
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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
CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. While this can present new opportunities for companies in terms of their customer service, it can also create new challenges that must be overcome.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. You figured out the forecast and created a schedule to cover it, so now you can just coast, right?
Branch Mesenger
AUGUST 22, 2019
What industries are impacting the US labor shortage the most? What is this chicken sandwich thing really all about? Taco Bell launched what? This week’s Shiftonomics highlights the answers to these questions and more -- including how much employee health benefits are expected to rise and how Target’s new announcement heats up grocery competition. Check it out!
CSM Magazine
AUGUST 22, 2019
Shep reflects on an unpleasant customer experience and provides some important lessons on how not to treat your customers. The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.
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.
Nuance
AUGUST 22, 2019
Originally posted in the August 2019 ICD-10 Monitor. The concept of “doing more with less” is far from uncommon. You hear it every day in nearly every aspect of life: at home, we strive to live simply; in the community, we build resiliency; and at work, we are asked to boost productivity while improving effectiveness. […] The post How AI-driven CDI programs give people more of what we need most: time appeared first on What’s next.
CSM Magazine
AUGUST 22, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
JivoChat
AUGUST 22, 2019
Statuses and Responsible Agents. Mark the most promising customers and assign responsible operators to dialogues. Jivo — more than just a chat! Our application helps not only to communicate with customers but also to keep your client database in order. With the latest update, two new features have appeared in the application: Statuses and Responsible Agents.
Stratifyd
AUGUST 22, 2019
Estimated reading time: 2 minutes. According to Statista , Cannabidiol (CBD) will reach $1.8 billion in U.S. consumer sales by 2022. The non-psychotropic compound derived from hemp or marijuana can now be added to products ranging from lotions and essential oils, to your favorite power smoothies and ice cream. Advocates of CBD claim the substance can be used to relieve anxiety, inflammation, and even wide-spread pain.
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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.
Spearline
AUGUST 22, 2019
Voice, data, video, and broadcasting companies are now offering customers more services than ever before, but they also have to maintain a multitude of legacy networks. This includes the public switched telephone network (PSTN). The PSTN is the original, analog landline telephone network, and is also known as plain old telephone service (POTS). Initially, the PSTN was only intended only for voice, but as our communication needs evolved, the PSTN was modified and enhanced to carry data traffic.
VirtualPBX
AUGUST 22, 2019
Of all the elements that are part of our relationships with businesses, our phone system reliability and usability are often deemed the most important. We can impress clients with advanced Dash Phone System Features like Call Recording and CRM Integration, and make no mistake, we’re proud of those advancements. Before any of that becomes a focus, however, our system must function well as a carrier of voice calls.
CSM Magazine
AUGUST 22, 2019
Jeff Mowatt takes a look at the impact of waiting in line and how to improve the experience for customers and employees. How do you let a cashier know that you’re in a hurry when you’re waiting in line? a) look at you watch and shake your head, b) sigh, huff, and roll your eyes, c) complain to others in the line, d) say to the person at the till, “We’re in a hurry here!
Creative Virtual
AUGUST 22, 2019
By Chris Ezekiel, Founder & CEO. I first started working in the world of virtual agents in 2000 and, even though the technology was very much in its infancy at the time, saw huge potential for innovation and growth in the industry. Having now led my own company in this space for over 15 years, I have a unique perspective on the advancements of conversational AI technology and the ways it can be used.
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!
CSM Magazine
AUGUST 22, 2019
It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation. The controversy is not quite on the same level as the political debates, thank goodness; but like those hurricanes some of us dread all summer long, it is growing in intensity and covering an ever-widening area. A while ago I was contacted by the Wall Street Journal for an article titled “Hey, Folks: Here’s a Digital Requiem for a Dearly Departed Salutation”.
ChaseData
AUGUST 22, 2019
Artificial intelligence may sound like something out of a science fiction movie, but it is actually a commonly-used tool in today’s contact center. However, call center AI is different than what you might expect when you hear the term. Here, we’ll give you an in-depth look at what call center AI entails and what applications you could be using it for.
CSM Magazine
AUGUST 22, 2019
In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale. The Customer Service and Experience summit Europe brings together the most important brands to help you set the bar for your multi-channel support strategy going forward.
TELUS International
AUGUST 22, 2019
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
CSM Magazine
AUGUST 22, 2019
The customer service department is too often referred to as “just a cost center”. And perhaps in the past we have been more reactive than proactive – but not anymore. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights.
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