Contact Center Pipeline
NOVEMBER 6, 2019
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. Not knowing your customers’ preferred mode of communication will affect your self-service adoption, regardless of […].
Callminer
NOVEMBER 6, 2019
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. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.
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Monet Software
NOVEMBER 6, 2019
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. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center.
ShepHyken
NOVEMBER 6, 2019
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. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.
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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.
CX Global Media
NOVEMBER 6, 2019
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. Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
NOVEMBER 6, 2019
BOSTON – Cogito, a leader in real-time emotional intelligence solutions, today announced a strategic reseller partnership with Concentrix, a technology-enabled global business services company specializing in customer engagement and improving business performance for the world’s best brands. Cogito today announced a strategic reseller partnership with Concentrix, a technology-enabled global business services company specializing in customer.
HelpCrunch
NOVEMBER 6, 2019
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.
Eptica
NOVEMBER 6, 2019
Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers.
BlueOcean
NOVEMBER 6, 2019
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.
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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
JustCall
NOVEMBER 6, 2019
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. That is the point where you start building a relationship with your customers.
Infinity
NOVEMBER 6, 2019
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. After launching his own agency, Beyond Clicks , Steve headed up the firm’s move to become a trusted Google Premier Partner in just 12 months along with developing their own PPC technology.
JustCall
NOVEMBER 6, 2019
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. You would not have to worry about not knowing what to say next. When selling, it is important that you keep the conversation going.
Thinq
NOVEMBER 6, 2019
The chill in the air that accompanies November’s arrival typically puts us all in mind of the holidays. Yet in the call center, the mood isn’t often so merry and bright. Providing high-end customer service is a vital function of any call center and one of the most difficult outcomes to produce. So how can […]. The post 7 Ways to Give the Gift of Improved Customer Service for the Holidays appeared first on thinQ.
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!
Jon Arnold
NOVEMBER 6, 2019
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. The podcast is exclusive to subscribers for a couple of weeks, after which it gets posted to the podcast archive on my website , and is then for all to access.
Interactions
NOVEMBER 6, 2019
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 always make the comparison between AI coming into society the way radio came into society in the late 20s, early 30s. [With radio,] they had this new technology that everybody knew worked, but the problem became: what do we do with it?
NICE inContact
NOVEMBER 6, 2019
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.
Global Response
NOVEMBER 6, 2019
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.
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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.
Playvox
NOVEMBER 6, 2019
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. They usually have too many agents under their care, interactions to review, issues to resolve, reports to read and distribute, and so on.
Global Response
NOVEMBER 6, 2019
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.
Connect
NOVEMBER 6, 2019
Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive. However, customer experience (CX) expectations are shifting rapidly, in lockstep with the changing way people are experiencing technology in their daily lives and alongside the CX opportunities provided by increased connectivity, big data and AI.
Global Response
NOVEMBER 6, 2019
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.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Ambs Call Center
NOVEMBER 6, 2019
Once the must-have communication status symbol, pagers have given way to the technology of the smart phone. Yet the pager has hung around in the healthcare industry as a preferred, reliable communication tool for many a long time healthcare provider. With the advent of secure text messaging it is now time to ditch the pager.
Nuance
NOVEMBER 6, 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. While most conferences or trade shows last two to three days, IBC lasts five days and spans over a weekend to […] The post IBC Amsterdam didn’t disappoint in 2019 appeared first on What’s next.
LiveVox
NOVEMBER 6, 2019
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. Since the introduction of ATMs, financial services institutions. The post The Evolution of Financial Services Contact Centers appeared first on Livevox.
inmoment
NOVEMBER 6, 2019
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.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
LiveVox
NOVEMBER 6, 2019
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. From two-way SMS campaigns yielding 59% higher contact rates to transforming how an entire.
CSM Magazine
NOVEMBER 6, 2019
To manage both inbound and outbound communication, many businesses large and small utilize an answering service. This service is not just used for answering phone calls, it is used for responding to texts, emails, cold calling, transferring calls to the right people, answering FAQ’s and representing businesses. Up until now telephone answering services were one of the main elements in business to provide quality customer experiences and to grow revenue.
Nuance
NOVEMBER 6, 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. While most conferences or trade shows last two to three days, IBC lasts five days and spans over a weekend to […] The post IBC Amsterdam didn’t disappoint in 2019 appeared first on What’s next.
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