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.

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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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

More Trending

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.

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.

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Ditch the Pager with Secure Text  Messaging

Ambs Call Center

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.

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)


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.

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.

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.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

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.

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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.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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.

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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.

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.

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.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

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.

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

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.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.