Wed.Nov 06, 2019

Are Your Self-Service Channels Your Customers’ Last Option?

Contact Center Pipeline

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar conducted by Jacada, 42% of the attendees replied they don’t fully understand their customers’ preferred channel.

How to Choose the Best Data Visualization Tools


Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests.

How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking.

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.

The Magic Question


What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background.

More Trending

Intercom Pricing, Finally Explained


Intercom pricing just doesn’t make sense. Sorry, but this is true. Intercom prices are complex, unpredictable and, frankly, way too high for an average user. Of course, no one will argue that Intercom itself is [ … ]. The post Intercom Pricing, Finally Explained appeared first on HelpCrunch blog.

Sales 62

4 Good Reasons to Kill Email-Based Customer Support

Customer Service Life

Image by rawpixel from Pixabay. This article was originally published on on August 23, 2019. Click here to read the original. I recently sat with a group of customer service leaders who declared that email support was dead for their company.

4 Customer Success questions you need to ask yourself


Selling is not enough. You need to be in constant touch with your customers to ensure that they are having a seamless experience with your product or service continuously. That is how business in the SaaS world works. You cannot forget about your customers once they have started using your product.

The Evolution of Financial Services Contact Centers


Can you imagine waiting for the bank to open? Once upon a time, normal banking hours ended at 3 pm and the doors were closed on weekends. It’s a hard reality to imagine because today that kind of customer experience is virtually unheard of in any industry.

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.

8 Team Leader Tips for Optimizing Agent Performance


Customer service team leaders have a lot of weight on their shoulders. Typically managing upwards of 15-20 agents, they are responsible for ensuring their staff delivers quality and efficient omnichannel customer service. Constantly short on time, many are forced to operate in a reactive state.

Introducing Smart Scheduling; More Clarity, Less Chaos


Introducing Smart Scheduling; More Clarity, Less Chaos Last month LiveVox [U]11 rolled out and with it came more power to the contact center manager. In this latest release, we’ve introduced some feature enhancements to our agent scheduler, U-QM, and e-learning components.

How 5G Will Impact the Customer Experience

CSM Magazine

To manage both inbound and outbound communication, many businesses large and small utilize an answering service.

voip 52

What Really Impacts Your Net Promoter Score?


Most customer service companies understand that the net promoter score - or NPS - is important to growth and improvement. However, far fewer understand how to control their net promoter score. That understanding is just as vital to becoming a successful business, though.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Insurance Broker Marketing - Blueprint for success


Since 1997, Steve Tarbard has worked in the insurance marketing industry. From an entry-level position to a director level, he’s experienced the marketing sphere switch from traditional methods to experiencing phenomenal digital transformation.

Newsletter Time - November Issue

Jon Arnold

The November issue of JAA’s Communications and Collaboration Review went out yesterday to subscribers. I’m in my second year with the newsletter, and it continues to evolve. If you don’t know, the main feature is our podcast, Watch This Space , which I do with long-time colleague Chris Fine.

What Does a Great Customer Experience Look Like?

Connect Managed

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive.

Top 10 Real Estate Cold Calling Scripts for Realtors


Selling houses can be made the tiniest bit easier if you have a plan beforehand. This plan can be made using structured cold calling scripts. Cold calling scripts can help you keep the conversation going with a prospect without worrying about pauses in the conversation.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

A Channel is a Channel

DMG Consulting

A Channel is a Channel. Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel of choice on a timely basis.

Is Your Outsourced Call Center Properly Representing Your Brand?

Global Response

How Can a Call Center Agent Represent Your Brand? There are many outsourced call center options around the world. But most call centers don’t go above and beyond to train their staff more. The post Is Your Outsourced Call Center Properly Representing Your Brand? appeared first on Global Response. Global Response Blog Industry

TruGreen and CXone: Service, Satisfaction and Revenue

NICE inContact

With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back.

APIs 48

7 Tips for Maximizing your Ecommerce Customer Service

Global Response

As an ecommerce business, you face experience some of the strongest competition in any industry, but you also have the best opportunity to delight customers and grow your business. Learning how to more. The post 7 Tips for Maximizing your Ecommerce Customer Service appeared first on Global Response. Global Response Blog Industry

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.

Episode 04: Casting Voices of AI


Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the fourth episode here. “We We always make the comparison between AI coming into society the way radio came into society in the late 20s, early 30s.

Why an Omnichannel Call Center is Necessary in 2020

Global Response

87% of customers believe that brands could do more to deliver a seamless customer experience. And only 47% say that customer service departments are properly equipped by their companies to deliver “one-call more. The post Why an Omnichannel Call Center is Necessary in 2020 appeared first on Global Response. Global Response Blog Industry

Avoid these 5 CX Leadership Traps!


Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019.

Top 9 Contact Center Trends to Watch Out in 2020

REVE Chat Blog

Digital transformation and artificial intelligence (AI) have evolved customer expectations. They have become more demanding in terms of faster responses. Forrester reports says, 23% of B2B CMOs see improving the customer experience as a top three objectives. How customers perceive your brand ultimately comes down to their customer experience. Consistent and innovative CX has a great impact on the bottom line of the businesses.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

3 Things That Happen When You Level up Your Customer Strategy from Mystery Shopping to a CX Program


In a world where e-commerce is constantly evolving, more and more traditional quality assessment strategies are becoming obsolete. Even though mystery shopping was once the standard approach to assessing service, new technology proves itself to be more effective and more reliable. Your organization needs an all-encompassing customer experience (CX) strategy that grants you peripheral views of customer service shortcomings, as well as insights into the most critical lines of your business.

IBC Amsterdam didn’t disappoint in 2019


Nuance has participated in many IBC offerings; whitepapers, articles, webinars and most notably the IBC Amsterdam event. This is a bustling show where the latest technology advancements in the intelligent engagement space are showcased.

Setting Realistic Expectations for AI-Enhanced CX Technologies

Creative Virtual

By Maria Ward, Account Manager/Knowledgebase Engineer. On 31 October I joined my colleague Liam Ryan at the 2019 CXtech Conference & Technology Showcase, which was co-located with the AI & Robotics Conference, in London.