Contact Center Pipeline
JULY 11, 2017
In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award. According to ICMI, the recipient is “a person who embodies the spirit of customer service and has contributed to all aspects of the contact center industry—the people, the organizations, […].
ShepHyken
JULY 11, 2017
Carol Lee Andersen on How to Gain and Use Employee and Customer Feedback. Are your employees fulfilled, appreciated, and understood? Shep interviews Carol Lee Andersen , the President of Questback North America, about the importance of listening to not just your customers, but also to your employees. And, she shares the advantages and occasional difficulties of doing so.
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Aspect
JULY 11, 2017
Engaged employees are happy employees. According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Still, the majority of agents said they plan on staying with the company where they are currently employed.
Talkdesk
JULY 11, 2017
Talkdesk is named to the Forbes 2017 Cloud 100 list , the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners. Talkdesk will be celebrated tonight in San Francisco at The Cloud 100 Celebration, an exclusive event hosted by Bessemer Venture Partners , Forbes and Salesforce Ventures.
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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.
GetFeedback
JULY 11, 2017
Ticketfly uses GetFeedback to scale its support function and improve its customer experience. Learn how the events platform boosted agent productivity.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
JULY 11, 2017
Note: This post originally appeared on LinkedIn. A Customer Service Tip of the Week subscriber recently emailed to ask for my advice on managing an employee with a bad attitude. She explained that the customer service team she managed had an employee with a bad attitude who was starting to affect the rest of her team. This is a common challenge for customer service leaders, so I'm sharing some tips here.
NICE inContact
JULY 11, 2017
“Beyond Expectations.” This simple tagline sits at the forefront of Focus Services ’ business vision. For a global, call center service provider with more than 3,000 employees across 12 facilities, it may sound like a bold statement. In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all?
DMG Consulting
JULY 11, 2017
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). 7/11/2017. By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.
Bright Pattern
JULY 11, 2017
The currency of the contact center is information. We have always used consumer data to drive exceptional customer service, but in the last few years many vendors have been utilizing technology in new ways to create and optimize information like never before. Take IoT, AI , Cloud Contact Center data augmentation and big data as some of the newer examples of optimizing information.
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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
DMG Consulting
JULY 11, 2017
Real-Time Adaptive Scheduling Improves Contact Center Dynamics (whitepaper). 7/11/2017. By Donna Fluss. Introduction. Adaptive intraday management capabilities allow enterprises to bridge the gap between forecasts and reality. This white paper presents the concept and benefits of real-time adaptive scheduling, which will enhance customer satisfaction and improve employee engagement while enabling managers to meet their service-level objectives and reduce operating expenses.
Talkdesk
JULY 11, 2017
A couple of months ago, when Talkdesk launched AppConnect , the goal was to allow companies to add new solutions to their call center in the easiest way possible. To make that possible, we made sure that all AppConnect apps had three common features: Free trials available for all Talkdesk customers to experiment with new tools. One-click install that streamlines the process of adding tools to the call center.
Provide Support
JULY 11, 2017
6 Reasons Why You’d Like a Career in Customer Service. If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now.
ForeSee
JULY 11, 2017
Over the years, many top executives have come to rely on Net Promoter Score (NPS) as a reliable KPI to track customer loyalty and satisfaction over time. However, NPS falls short when it comes. The post Understanding the link between higher NPS and better CX scores (report) appeared first on ForeSee.
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.
Uniphore
JULY 11, 2017
There is a definite shift towards a more personalized means of servicing the customer, an approach that offers benefits to both the organization and their clients. Read More.
CX Journey
JULY 11, 2017
Image courtesy of Pixabay Do you know the difference? There's a bit of an alphabet soup going on when we talk about some of the statements that an organization must have in place to get all employees marching to the same beat. You need a mission statement, vision statements, core values, guiding principles, brand promise, purpose, and more, right?! Are these important?
Verint
JULY 11, 2017
Verint launched its gamification solution as part of its customer engagement optimization suite back in 2013. The solution can help organizations improve employee engagement and performance by increasing motivation to learn new skills or knowledge, or to change behaviors to help drive desired business outcomes. Using this solution, Verint recently deployed a gamification program in its EMEA sales organization.
LiveChat
JULY 11, 2017
The biggest competitive advantage that I can offer you is to meet your consumers’ needs better than your competitors, and to know what kind of research tools are available for this mission. Meeting your consumers’ needs isn’t quite simple and you may feel like they want everything possible, as fast as possible and for the cheapest price possible. It sounds overwhelming but in some sense that’s exactly how every single one of us are, at an intrinsic level, as a customer.
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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.
ClientSuccess
JULY 11, 2017
As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and employees is showcased in the success of its customers. Customer retention should not only be at the top of any executives priority list, it should be a priority for the entire company, and every employee and every team should own a stake in customer success.
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