Wed.Apr 10, 2019

How to Optimise your Contact Centre for Efficiency and Get the Most Out of Your Budget

Connect Managed

An efficient Contact Centre makes it easier to provide customers with the support they need, improving their overall customer experience and increasing their loyalty to your brand. Contact Centre

5 tips to create a customer service philosophy that will empower your team

HelpCrunch

Having an empowering customer service philosophy is a great way to inspire and motivate your team. Sounds good? Then try these 5 steps to create one. The post 5 tips to create a customer service philosophy that will empower your team appeared first on HelpCrunch blog. Customer service

Beware Healthcare… Your Access Center May Be at Risk!

Contact Center Pipeline

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have also been absorbing physician private practices and centralizing functions.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

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Part 1 – Podcast featuring Kathleen Peterson

RapportBoost

Listen to Part 1 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

Leading the Charge in Cybersecurity and Compliance

Bright Pattern

In today’s digital business realm, companies are looking to migrate away from traditional customer service platforms into more robust, cloud-based contact centers (CCaaS).

CXone Workforce Management Enterprise: A Game Changer for Oscar Health

inContact

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How do your clients view you today?

Integrity Solutions

Clients may not currently view you as a partner, and that’s because success in the past didn’t depend on it. But clients’ expectations have changed, with the choice being evolve or risk being left behind. By Donna Horrigan.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

Forward a Phone Call via Voice Proxy with Java

Nexmo

Introduction. Making phone calls is a necessity for some of us. But every time you put your phone number out there, you’re exposing it to strangers. The balance between security and convenience is a fine line.

Working Solutions Surveys the Experience and Expertise of its On-demand Travel Experts

Working Solutions

The customer-service demands of the global travel industry require contact center agents to be well-versed in this ever-evolving industry to serve more sophisticated travelers. Jamie Biesiada in the Travel Weekly piece, “Survey illustrates advisor-agent divide,” recently reports on this fact. Her story features a new agent survey done by Working Solutions, polling about 1,000 of […]. Call Center Outsourcing travel customer experience

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Are you really listening to your customers?

5CA

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different.

13 Notable Inbound Phone Call Automotive Stats for Dealers

CallSource Insights

Even in 2019, the phone is not dead. While smartphones have become smarter and smarter, they are still being used to make actual phone calls – and consumers are calling auto dealerships as a part of the buying process.

Top 10 things to look for when choosing a digital portfolio

FreshGrade

Article written by: Gerard Dawson. The options for teachers and school leaders when it comes to digital portfolios have advanced significantly over the last few years.

Where Can I Source Data to Build an Effective Performance Campaign

PlayVox

Performance is everything. It’s that simple. Customer Experience CX Culture

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Reduce Agent Turnover with Better Omni-Channel Support

Unymira

When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more. Customer Service

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. Now that both worlds are increasingly cloud-based, the collision is accelerating.

CRM 73

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research.

To Respond or Not Respond to Customer Feedback – That is the CX Question

Kristina Evey

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Cisco Contact Center in action at Google Cloud Next Conference

Cisco Blogs - Contact Center

We are excited to participate at Google’s Cloud Next conference where we are announcing enhancements to some of the solutions we are building with Google. Collaboration ai contact center Customer Journey Solutions Google Next

The Fact and Fiction of Chatbots: Expectation vs. Reality

Interactions

Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots as I can to accomplish my day-to-day tasks. Over the last few weeks, I captured both the positive and negative traits of the chatbots that I used. Remind me, what are chatbots?

18 Call Center Metrics You Need To Be Tracking Today

Talkdesk

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software.

Why Do We Need A Strong Call Center Software In FinTech Industry?

Ameyo

The banking landscape has changed over time and FinTech has established its footprint in the market with a strong digital foot to meet the unmet financial needs. The majority of financial service providers share a common strategy of transferring control to the customer. While poor people, immigrants, students find the door of the banks closed […]. The post Why Do We Need A Strong Call Center Software In FinTech Industry? appeared first on Ameyo. Call Center Software FinTech

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

?CallMiner Named Top 10 Contact Centre Software and Technology for 3rd Year in a Row

Callminer

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach.

Creating trust with collaborative driving

Nuance

The autonomous vehicle revolution is gaining momentum. The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer.

10 All-Too-Common VoC Program Mistakes - Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes.