Thu.Aug 22, 2019

The Future of the Contact Center

Contact Center Pipeline

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.

How to Build an Award-Winning Customer Service Strategy


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.

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Four Metrics that your Utility Contact Center Needs to Track


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 Satisfaction Best Practices You Need To Know


When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Setting the Record Straight on CSAT, NPS, and CES

Customer Service Life

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?”

More Trending

Using Knowledge Management Best Practices to Improve Experiential Learning Success in Schools


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.

Five common mistakes to avoid when building a conversational bot

TELUS International

Next-Gen Technology

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

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.

5 Challenges Customer Service Managers Face Today

CSM Magazine

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

?????US Labor Shortage, ??Chicken Sandwich Wars & More

Branch Mesenger

What industries are impacting the US labor shortage the most? What is this chicken sandwich thing really all about? Taco Bell launched what?

Three Ways to Motivate Customer Service Employees

CSM Magazine

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.

How to run effective Quality Assurance for Support


Do your customers find it difficult to understand responses from your support team? Are the support replies lacking quality and looking unprofessional? Are a lot of spelling and grammar mistakes littered all over the message?

How Not to Treat Your Customers: 7 Things Customers Hate to Hear

CSM Magazine

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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Support as a Service: How the Evolution of Outsourcing Can Help You Scale


With scalable support teams at your disposal, it’s clear that you’ll be able to generate more sales, create brand loyalty, and equip your company to take the next step in its growth. The acronym “SaaS” has been used since the 1960s as a short-hand description of Software as a Service.

What Are the Best Support Channels for Serving Customers?

Toister Performance Solutions

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.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

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? WRONG – much to the dismay of all workforce managers everywhere!

Phone System Reliability Shapes Our Relationships With Clients


Of all the elements that are part of our relationships with businesses, our phone system reliability and usability are often deemed the most important.

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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.

10 Ways to Reduce Lineup Stress for Staff and Customers

CSM Magazine

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?

Could You Be Making Better Use of Call Center AI?


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.

The State of the Email Salutation: Hi, Hello or Dear?

CSM Magazine

It’s possible that you are not aware of a raging debate online and in print regarding the proper email salutation.

Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud


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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Retain the Human Touch: How to Deliver Personalised and Helpful Customer Service

CSM Magazine

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.

Give Customers Control of their Finances with an IVA


ATMs were invented in the 1960s, and they transformed the way that customers interacted with their bank.

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

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.

New JivoChat Features: ?Statuses and Responsible Agents


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.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

8 Effective Ways to Motivate Your Customer Service Team


How to achieve 130% MRR Retention?


Did you know that the difference between ordinary and extraordinary companies is 70% MRR? . Ordinary companies have around 60% MRR retention while extraordinary companies have 130% MRR retention rate.

Doing good is the new looking good

C Space

Doing good is the new looking good. Fashion’s sustainability crisis has become … unfashionable. Customers don’t want to be closer to products that hurt the earth.