Thu.Jun 20, 2019

3 Things to Know about the Future of Customer Satisfaction and the Contact Center


There is no doubt that the way we engage is changing. The adoption of smart phones has opened the door to new ways of communicating, not only shifting how businesses communicate with customers, but also how the result of that communication is impacting the bottom line.

The cost of customization in the contact center

TELUS International


Your Guide to Picking the Best Outbound Predictive Dialer


For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. They make work easier, faster, and more efficient for agents and more profitable for business - a real win-win situation for your company.

Inside View: Aryka Berry, Origami Owl

Contact Center Pipeline

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

What to Do About Low User Adoption


It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

More Trending

How Guru Uses Guru for Revenue Operations


Most sales organizations have sales operations teams working behind the scenes, removing barriers to make the sales team more productive. But when a company subscribes to a revenue team model, as Guru does (read more about that here ), a sales operations team alone won’t cut it.

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WRAP Spotlight on Howard Bendell


Howard Bendell brings over 25 years' timeshare and real estate experience to the WRAP group of professionals organized by CustomerCount’s Bob Kobek. Continue reading → The post WRAP Spotlight on Howard Bendell appeared first on CustomerCount. News Howard Bendell WRAP

What is a “Reasonable Analytics” Blocking Algorithm?

Noble Systems

At their June 6, 2019 meeting, the FCC authorized carriers to block “robocalls” to their customers, by default, after determining such calls are unwanted and/or illegal. There are several potential hazards on the horizon if/when scammers exploit elements of the ruling.

Network Insights 3-bar Risk Indicators

Whitepages Pro

Our manual review tool, Pro Insight , now includes network insights as another layer of predictability, to better understand the customer behind a transaction.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Live Chat Best Practices for Your Sales Team

ProProfs Blog

Live chat for sales has become a lot more popular among customers. And, why not? A live chat software is known to promote: Instant help. Instant resolution. Instant delight.

Deep Work by Cal Newport (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work.

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7 Trends That Will Shape The Future Of Customer Focused Marketing


It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so.

Moving from chatbots to Automated Agents


Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Contact Center Software In the Cloud: Easier, Faster And Lower Costs!

Monet Software

The Cloud-based model uses a new multi-tenant and scalable architecture that was designed to efficiently and securely deliver web-based applications at the lowest possible cost.

Announcing the ACE 2019 Sponsors


Our ACE 2019 sponsors and exhibitors play a key role in supporting our annual ACE conference and our community!

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE inContact

Traditionally quality management in the contact center has been focused on evaluating agent-assisted interactions — mainly phone. You know the routine — listen to a phone call, complete a form, send it to an agent, repeat. We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. Hopefully, you aren’t one of those businesses in that gap.

Bright Pattern Customer and Travel Industry Unicorn Named CCW Excellence Award Finalist for Best in Class Contact Center

Bright Pattern

Klook, the industry-leading “unicorn” global travel and experiences booking platform, has been announced as a finalist for this year’s CCW Excellence Award for Best in Class Contact Center.

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.

Speech Analytics: Without It, Here’s What You’re Missing

Monet Software

Important data and critical insights are contained in every phone call fielded by your contact center. Are you making the most of them? You are, if you have a speech analytics solution.

Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success

Kristina Evey

Shaun Belding is a leading global expert and speaker on customer experience, leadership and building positive workplaces. He is the … Read More Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success. The post Episode 56 – Expert Shaun Belding Shares His Insights to Improve CX Success appeared first on Kristina Evey. Leadership Perception Planning for CX Podcasting

What is Unified Workforce Optimization? (WFO)

Monet Software

If improving agent productivity is one of your goals this year, the most important step you can take toward its achievement is the addition of a workforce optimization (WFO) solution.

The Function of Lead Generation at Your Company


At VirtualPBX, we try to learn everything we can about our customers, including their business-sustaining activities like lead generation. This is important because we offer more than just a Business Phone System. We offer customers a way to contact and keep in touch with their own customers.

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.

My Poly Voyager 6200 Headset Review

Jon Arnold

I don’t often write reviews, but I’ve had a friendly relationship with Plantronics - now Poly - for some time. In 2017, I wrote a series of posts about their one-of-a-kind Habitat Soundscaping offering.

Focus on the Outcomes: Takeaways from the Gartner Customer Experience and Technologies Summit


Deploying AI in the enterprise has driven a lot of hype over the past couple of years, with regular news articles raising fears and hopes around the possibilities of what AI can accomplish.

Introducing Nuance IQ: The new home of AI innovation


After a lot of hard work behind the scenes, we’re excited to finally launch Nuance IQ—the home of AI innovation. Each quarter through a webinar, infohub and digital magazine, we’ll take an in-depth look at the freshest insights and biggest innovations in AI across the world.

The Role of Chatbots Within the Service Journey


In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How to Improve Your Marketing and Acquire More Hearing Patients

CallSource Insights

Although visiting a hearing office is something that is done out of a necessity rather than a want, it is still vital to market your practice to potential patients to win business.

Coveo Announces its AI-Powered Relevance and Recommendations Technology for ServiceNow

CSM Magazine

Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers.

Fonolo Investigative Report: Hold time in Real Time: Booking with Air Canada


Picture it: A young American family booking a flight to a city in another country via Air Canada. Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department.