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.

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.

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

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

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.

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.

Sales 78

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

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.

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.

Why Customers Should Not Help Write Your Vision

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 and affiliated sites.

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.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE Systems

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.

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

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.

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.

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.

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.

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

Announcing the ACE 2019 Sponsors


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

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.

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.

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.

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.

Episode 53 – Customer Value Beyond the Dollar Value

Kristina Evey

?The value of every customer extends far beyond their monetary lifetime value. This episode shares how customers bring value to … Read More Episode 53 – Customer Value Beyond the Dollar Value. The post Episode 53 – Customer Value Beyond the Dollar Value appeared first on Kristina Evey. Customer Experience Management Podcasting Uncategorized