Thu.Aug 08, 2019

What are the Benefits of Customer-Centricity?

Totango

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers.

7 Tips for Improving Your Call Center Service

CSM Magazine

Your call center is the face of your business to your customers. So the question is, what type of face are you presenting? If your call center service has been less than stellar, now is the time to ramp up your performance with these seven easy tips. Streamline Calls Using IVR Options.

What is an Outbound Dialer?

ChaseData

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

They may be considered sleek and some would even say sexy. But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Moral Leadership in the Contact Center

Contact Center Pipeline

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How to Be a Better Customer Service Leader

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine you could develop a customer-focused culture.

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

Don't Drop the Ball: The Simple Reassurance of Confirmed Knowledge

Guru

What’s the cost of getting something wrong publicly? Sometimes bad information is fodder for endless memes (Best Picture goes to… La La Land , uh whoops, we mean Moonlight !),

Does My Browser Support WebRTC?

VirtualPBX

One question we hear often from businesses that want to use our Web Phone is this: Does my browser support WebRTC? Our Web Phone uses the Web Real-Time Communications (WebRTC) programming interface to let you make calls from your web browser.

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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.

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!

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How Lineten Reduced Average Wait Time from 2 Minutes to 18 Seconds with Talkdesk

Talkdesk

Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten. Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! What about the work output, its monitoring and optimization? Outbound and inbound customer services should be constantly measured to be improved.

??New owners, new closures, new sectors

Branch Mesenger

This issue of Shifto takes a look at the new owner of Barnes & Noble, the newly announced closure of hundreds of both Pizza Hut and Walgreen locations, why overstaffing can cause employees to quit, the emerging sector of ‘wealth work,’ and the very strange habits around food delivery.

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.

Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow.

Bandwidth to cancel noise in call centers

SoliCall

How much money are you loosing every day due to the noise in your call center? How many outbound sales calls fail since the customer is annoyed by the disturbing noise coming from your call center?

AI is here to help agents, not take their jobs

Comm100

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world.

Does Your Business Need a Modern Contact Center? Here’s How to Find Out

Working Solutions

For the vast majority of companies, of all sizes and across many industries, call centers have become an important part of a successful business plan, essential for offering the best possible customer experience (CX) to the people with whom you do business. It’s a factor that’s been shown to have a major effect on a […]. Call Center Outsourcing need a call center

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.

How to Build Trust with Customers and Partners

Cincom

How do you build trust with customers and partners? Anyone who has spent more than a day or two in … Continue reading "How to Build Trust with Customers and Partners". The post How to Build Trust with Customers and Partners appeared first on Cincom Blog.

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Contact center transformation pitfalls (and how to avoid them)

Nuance

Future-proof customer service Customer expectations continue to rise rapidly, and there’s no sign of that slowing down. They’re going to continue challenging companies to give them better experiences and make every interaction effortless.

Twilio SIGNAL 2019 - Quick Take and Pix

Jon Arnold

Last year was my first SIGNAL event, and impressive as it was , this year’s was bigger and better. Twilio is on a roll for sure (transparency alert - I’m a happy shareholder - but that doesn’t color my take here), and being on home soil, this was a loud and proud gathering in San Francisco.

Brave Praises Language I/O’s Non-Silicon Valley Approach to Customer Service

Language I/O

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Spearline open day on August 10 to showcase new headquarters and job opportunities in Skibbereen

Spearline

Press Release. Spearline, a technology company that proactively tests phone numbers for audio quality and connectivity globally, is having an open day on Saturday, August 10 at 11am - 3pm. The open day will take place in Spearline’s iconic new headquarters on North Street, Skibbereen, Co.

Making Lives Better with Alorica Shares the Love in Guatemala

Alorica

Global non-profit Making Lives Better with Alorica (MLBA), announced it has expanded into its sixth country, Guatemala with four chapters – Campus, Primma, Tetra and WTC – at local Alorica contact centers. By expanding into the country, MLBA will positively affect more than 5,000 Alorica employees, their families and local communities. Alorica proudly partners with MLBA to help fulfill its vision. Source. News Making Lives Better with Alorica MLBA

El poder de personalizar la experiencia del cliente

Aspect

No es ningún secreto que la experiencia del cliente ha evolucionado rápidamente en los últimos años, mientras los hábitos y exigencias de los consumidores cambian a diario y continuamente se abren nuevos canales de comunicación.

O poder da personalização na experiência do cliente

Aspect

Não é segredo que a experiência do cliente tem evoluído rapidamente nos últimos anos, com os hábitos e demandas dos consumidores mudando diariamente e novos canais de comunicação abrindo-se continuamente.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.