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


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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 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

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

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.

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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.

Announcing the ACE 2019 Sponsors


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

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.

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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.

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

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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.

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.

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.

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.

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.

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.

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

Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week

Interaction Metrics

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic , join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

Episode 54 – Which Comes First – the CX or the EX?

Kristina Evey

Shownotes… Which comes first – the CX or the EX? CX is all about focusing on the Customer and the … Read More Episode 54 – Which Comes First – the CX or the EX? The post Episode 54 – Which Comes First – the CX or the EX? appeared first on Kristina Evey. employee engagement Employee Experience Podcasting Uncategorized