Contact Center Pipeline
SEPTEMBER 12, 2018
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. She rarely, if ever, missed work, […].
Call Center Weekly
SEPTEMBER 12, 2018
Once upon a time, (isn’t that how they always start), a young woman took a leap, and accepted a position in a customer service role. This is a new adventure, how exciting!! The young woman had no experience in customer service, but was up for the challenge. She thought should could figure it out. She could talk to anyone; how hard could this be? I mean, they are just people, right?
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Bright Pattern
SEPTEMBER 12, 2018
You can alleviate concerns about transitioning to the cloud by arming yourself with information. Learn about your business’s particular needs, your customers’ expectations, and the type of services you anticipate delivering, for both current operations and future growth.
ShepHyken
SEPTEMBER 12, 2018
One of my favorite restaurants in St. Louis, where I live, is Tony’s. You may be familiar with Tony’s if you have been following my articles and videos for a while. They are an outstanding example of a great product – their food – and amazing service. So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests.
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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.
Natalie Petouhof
SEPTEMBER 12, 2018
Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
BetterXperience
SEPTEMBER 12, 2018
If you work in customer service, or specifically in a call/contact center you should stop here because I am about to really bum you out. Being a call center agent sucks. It’s not just that a tiny minority of customers are a s and your company won’t fire those terrible customers or that customer service pay is lower than most comparable departments. It is also because the very structure of work in a contact center has been set up comically to induce maximum suckage.
GetFeedback
SEPTEMBER 12, 2018
Pretty much every business has a contact form on its website. Simple and effective, they give customers and leads an easy way to reach you. But if you’re using a traditional form that doesn’t integrate with Salesforce, you may be missing out on key data and costing your team more time and energy. The solution? Salesforce case forms. Unlike a regular form, these handy, these “web-to-case” forms will automatically create a new Service Cloud case when customers submit questions.
AskNicely
SEPTEMBER 12, 2018
This is the next in an ongoing series of stories about how innovative businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. A Jar of Oysters: Empowering Teams to Surprise and Delight. New Seasons Market . “How good are these oysters?”. “Well to be honest we’ve gotten mixed reviews. Would you like to try them and see for yourself?
Nextiva
SEPTEMBER 12, 2018
As mobile phones became a ubiquitous part of our daily lives, managing minutes kept costs under control. Today, we are less concerned with using minutes, and more concerned about data usage. As a result, mobile users and providers must track data usage with the same diligence used for tracking minutes. Before we get too far, […]. The post <span class='p-name'>Does WiFi Calling Use Data?
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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
Fonolo
SEPTEMBER 12, 2018
Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.
GetFeedback
SEPTEMBER 12, 2018
Salesforce case forms help streamline your support processes and give customers an easy way to get in touch. Here are 6 simple steps to creating one.
TechSee
SEPTEMBER 12, 2018
An emerging technology. Conversational AI platforms – known as virtual assistants or chatbots – represent a promising technology that is already projected to cut business expenses by as much as $8 billion in the less than five years. However, despite the transformative revolution and the promise it brings, chatbots are not mature enough yet for businesses to fully rely on them to perform all tasks.
24-7 InTouch
SEPTEMBER 12, 2018
When you’re in startup mode, it can feel like there isn’t enough time in the day to get everything done. But one thing that should be a priority is your customer care strategy.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Totango
SEPTEMBER 12, 2018
The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity.
Cyara
SEPTEMBER 12, 2018
Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement.
Outsource Consultants
SEPTEMBER 12, 2018
We have seen a demand for nearshore contact center outsourcing locations. We recommend solutions that leverage middle-market BPO companies that continuously outperform the big BPOs since they are more nimble, flexible, and quality-centric and provide lower attrition. These mid-market nearshore contact centers offer a great culture, better CX scores and have the languages covered all with a lower cost delivery model (Up to 50% off U.S. rates).
Strategic Contact
SEPTEMBER 12, 2018
Many contact centers have a big goal: Increase First Contact Resolution (FCR). Leaders know it can improve efficiency, lower costs, provide a better customer experience. This post looks at tools that may help you achieve (or improve) FCR. As usual, these tools go hand-in-hand with good processes and the right contact center support and IT.
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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.
Interactions
SEPTEMBER 12, 2018
SEPTEMBER 12, 2018 There is no shortage of use cases. Read more » The post AI Adds Value to the Customer Experience: 3 Use Cases appeared first on Interactions Resource Center.
InTheChat
SEPTEMBER 12, 2018
In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and. The post Top Barriers to Digital Transformation: Part 2 appeared first on InTheChat.
ClientSuccess
SEPTEMBER 12, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
CallSource Insights
SEPTEMBER 12, 2018
Phone skills are worth dedicating extra time – but you don’t need extra time with these tips! If you’ve been reading our blogs, then you know how important we think it is to improve your call handlers’ phone skills. ( Just check out all of these posts related to call handler performance! ). We also understand that sometimes you are scheduled to capacity and don’t think you can fit in any additional time to your staff’s already busy schedule to work on education.
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!
Natalie Petouhof
SEPTEMBER 12, 2018
Tweet Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help and are often upset. They may be asking about a lost bag or debit card, a flight that was canceled or a delayed package.
TELUS International
SEPTEMBER 12, 2018
Discover the critical link between cybersecurity, customer service and your brand.
bold360 Blog
SEPTEMBER 12, 2018
Remember the days before the iPhone? We had personal digital assistants (PDAs) or flip phones. And we were all naively happy. We had mobile access to what was essential to us at that time (email, calendars, contact lists, etc.) and we even had a QWERTY keyboard to boot. We didn’t know it could get any better. Then came the iPhone. It was billed as a game-changer – but few (with the exception of Apple die-hards) saw the added value, especially with its price tag.
Playvox
SEPTEMBER 12, 2018
Great customer service requires clear guidelines and knowledgeable staff. You have to know and clearly define what you need from your agents. But even that isn’t enough. For a variety of reasons, your agents might not deliver the customer service you need them to. So, you have to somehow monitor what they’re doing and create processes to improve.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Webtext
SEPTEMBER 12, 2018
Norristown, PA & Galway, Ireland, September 12, 2018 – WEBTEXT announced today that its new Oceana 3.5 Messaging Connector is now available to support messaging in Avaya’s newest contact center solution, Oceana 3.5. “We’re very proud to be able to offer smart messaging to Oceana customers”, said AJ Cahill, WEBTEXT CEO. “Today over 75% of the public chose text as their primary communication channel and WEBTEXT’s Oceana connector makes it possible for organizations with an Oceana contact cent
CX Journey
SEPTEMBER 12, 2018
Image courtesy of Pixabay What is a Culture Committee? And do you need one? (The short answer is "Yes!") Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee.
Fonolo
SEPTEMBER 12, 2018
The global market has become a battle ground where brands fight to win consumers. From new entrants to established business houses and online giants, every organization is vying for a customer’s attention and his business. So, the consumer’s perception of a brand becomes vital to its survival, growth and success. Brand perception also translates into customer experience (CX).
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