Contact Center Pipeline
OCTOBER 25, 2018
In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I watched it do real damage to teams and organizations. It usually starts with increased attrition and distracted and disengaged employees, and ends with poor performance and spiraling customer satisfaction. In this […].
Call Center Weekly
OCTOBER 25, 2018
When hiring new agents, how quickly the agent can begin making a meaningful contribution is always a concern. After training, it is not logical to assume an agent is ready to begin taking phone calls. Unfortunately, managers may look at call volume, handle times and other similar metrics in making a decision to prematurely put new hires in contact with customers.
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Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
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UJET
OCTOBER 25, 2018
Smartphones have fundamentally changed how people interact with one another. Communication is faster, more streamlined, and accessible than ever. It's also transformed how customers expect to make purchases, find information, and interact with brands. To be competitive in today's market, your team needs to provide a mobile customer experience that matches up with these expectations.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
inmoment
OCTOBER 25, 2018
Last week, I covered findings from InMoment’s 2018 US Retail CX Trends Report that discussed how brands can earn their customers’ trust. This time I’ll delve into the second theme: Loyalty. I’ve heard a lot of CX and marketing pros declare the old-school type of loyalty — “faithfulness to which one is bound by pledge or duty” according to Merriam-Webster — is dead.
AskNicely
OCTOBER 25, 2018
Turning NPS Promoters Into Proactive Advocates. Dear Abby, How can I leverage my NPS Promoters and their feedback for referrals and growth? Last time we talked about what do with your detractors, but more and more customers have been asking for a strategy around what to do with their NPS promoters. Look no further! Here are 4 ideas about how to get your promoters to become proactive.
SharpenCX
OCTOBER 25, 2018
Do a quick search for your favorite company, and head to their contact us page. Do you see a set of 1-800 numbers that you know will lead to an automated system (one that will inevitably take too much of. Read More. The post 9 Strategies for Using Web Chat in Your Contact Center appeared first on Sharpen Contact Center Software.
Avaya
OCTOBER 25, 2018
It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush. Halloween is coming, and to get into the spirit, we’re here to help you overcome some common contact center terrors: WFH Agents. This can be an incredibly scary subject for many contact centers—agents who aren’t physically with you in the contact center.
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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
OCTOBER 25, 2018
BOO! Now that I’ve got your attention (and, assuming you speak ‘ghost’), allow me to continue: It’s Halloween. Nerd alert: I am a grown adult, but Halloween is my most cherished holiday. I also happen to work in the customer service and experience space so, for the past few weeks, I’ve (of course) been ruminating on how to bring both of these aspects of my life together in perfect, haunted harmony.
Toister Performance Solutions
OCTOBER 25, 2018
I recently overheard someone interviewing job applicants at Starbucks. The interviewees were applying for a job at some other company, not the coffee chain. Try as I might, it was hard not to overhear snippets of the conversation. We were sitting outside, and the interview was two tables away. Two interviews took place during the time I was there, and they were both formal with scripted questions.
TELUS International
OCTOBER 25, 2018
From mattresses to groceries, learn how intelligent automation is changing customers' expectations of home delivery.
Quadient
OCTOBER 25, 2018
Find out how you can avoid these Service Provider horrors by joining our Halloween webinar co-hosted by PrintWeek | ‘Avoid the nightmare: Be the omni-channel engine that powers your clients’ success’ | October 31, 14:00 (GMT) | Register here.
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.
Micah Solomon
OCTOBER 25, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). You’d hardly know it, with the reflexive hand-wringing that many businesses engage in today, but customers want to be loyal.
Guru
OCTOBER 25, 2018
I was at a sales conference a few months ago, and I turned to a reputable CRO and declared that "content has killed sales enablement." Before I could even explain, he replied, "You assume it was even alive to begin with.".
Alorica
OCTOBER 25, 2018
New Locations in Yokohama, Japan and Angeles City and Pasay City, Philippines IRVINE, Calif. – (Oct. 25, 2018) – Alorica, Inc., a global leader in customer experience solutions, announced today its continued expansion in Asia with the addition of three contact centers in the region. These include Yokohama, Japan and Angeles City and Pasay City (“Alorica by the Bay”) in the Philippines, which will.
Aspect
OCTOBER 25, 2018
We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain competitive in an increasingly difficult landscape. The current landscape.
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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.
Talkdesk
OCTOBER 25, 2018
Opentalk18 is getting closer, and we’re getting more excited by the minute. We are working diligently to ensure that this is the customer experience event of the year! Check out these five reasons why you should attend the networking and learning opportunity of a lifetime–Opentalk18. We will have “Magic Moments” for everyone. The post 5 Magical Things Not to Miss at Opentalk18 appeared first on Talkdesk.
Avaya
OCTOBER 25, 2018
This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale’s primary focus is developing innovative solutions for companies in consumer packaged goods, food and beverage, retail, hospitality, consumer goods, OTC and other industries. He has significant experience helping clients develop customized consumer solutions specifically designed to meet their business needs.
Bright Pattern
OCTOBER 25, 2018
Whether it’s the leftover Reese’s I get to snack on late at night, the kiddos in their adorable costumes, or the excuse to dress up, Halloween has always held a special place in my heart. But this is Halloween, this is Halloween , after all, so let’s not forget there’s a dark side to the holiday…. The darkness can spread to every nook and cranny, even your call center!
Influitive
OCTOBER 25, 2018
Does your brand have an active advocate community? If so, that’s wonderful. But it’s only half the battle. The next step in your advocacy journey after discovering your advocates, is to nurture strong relationships that prime them to want to give back. Start by delighting customers, freely giving value, and building relationships. After you’ve sufficiently.
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!
Eckoh
OCTOBER 25, 2018
As the consumer takes greater control over how they engage with an organization, so the number of different contact channels and devices they choose to use rises. That creates a challenge for contact centers who seek stable systems to be able to plug in more tools as they emerge just to keep up with their customers.
Influitive
OCTOBER 25, 2018
Does your brand have an active advocate community? If so, that’s wonderful. But it’s only half the battle. The next step in your advocacy journey after discovering your advocates, is to nurture strong relationships that prime them to want to give back. Start by delighting customers, freely giving value, and building relationships. After you’ve sufficiently.
Working Solutions
OCTOBER 25, 2018
Maintaining reliability and resilience during planned fluctuations and unplanned setbacks are among the most important benefits of call center outsourcing. Cost savings. Improved customer experience. More effective analytics and metrics. A better return on investment. Greater access to customer service talent. When it comes to compiling the benefits of call center outsourcing, the list is […].
Quadient
OCTOBER 25, 2018
Having a professional services team isn’t unique, but neither is it a foregone conclusion for a software company. Some companies choose to rely entirely on a partner network to provide services. Quadient is deeply committed to our partner community, and we’ve also concluded that a professional services team is critical to customer success. Here’s why: Drive Product Adoption and Implementation.
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
Cincom
OCTOBER 25, 2018
Manufacturing enterprises face numerous risks that must be effectively addressed in nearly every phase of their operations. Many of these … Continue reading "Mitigating Manufacturing Risk in the Sales Process". The post Mitigating Manufacturing Risk in the Sales Process appeared first on Cincom Blog.
bold360 Blog
OCTOBER 25, 2018
Last week the Bold360 team ventured off to Las Vegas for the Technology & Services World Conference. For those who may not be familiar, TSIA holds this event twice a year, as a way to get our community together to network, share ideas and learn about the latest industry trends. It’s usually a really great event — with CX leaders from the world’s best brands discussing challenges and opportunities — and this year was no exception.
Creative Virtual
OCTOBER 25, 2018
By Liam Ryan, Sales Director. It’s impossible to talk about customer experience without also talking about technology. Companies and brands are looking to provide a complete omnichannel experience for those at a desk and on the move, deliver quality service and support to digitally-savvy customers and remain competitive as a growing number of contact channels gain popularity among consumers.
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