LiveVox

JUNE 20, 2019

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. It is expected that by as soon as 2020, The post 3 Things to Know about the Future of Customer Satisfaction and the Contact Center appeared first on Livevox.

Contact Center 45

Contact Center 45

TELUS International

JUNE 20, 2019

Contact Center 68

Contact Center 68

ChaseData

JUNE 20, 2019

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. However, choosing the right software can be tricky. At ChaseData , we want you to feel confident when you invest in technology for your business.

Outbound sales 40

Outbound sales Contact Center Sales Technology 40

Contact Center Pipeline

JUNE 20, 2019

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. Also critical is having a set of core values that are meaningful and which connect employees to the company, its customers and the […].

Customer centricity 100

Customer centricity Customer Experience Contact Center Call Center 100

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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.

Aspect

JUNE 20, 2019

Our ACE 2019 sponsors and exhibitors play a key role in supporting our annual ACE conference and our community! ACE is our biggest user event of the year bringing together executives, end users, supervisors, developers and analysts from across the call center, customer experience and workforce management industries to share best practices, industry insights and trends, lessons learned and a whole lot of networking!

Best practices 90

Best practices Call Center Customer Experience Management 90

Customercount

JUNE 20, 2019

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.

Real estate 75

Real estate 75

Toister Performance Solutions

JUNE 20, 2019

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 Amazon.com and affiliated sites. A question I'm often asked is what role customers should play in helping a company write its customer service vision. A customer service vision is a shared definition of outstanding service that gets everyone on the same page.

Advertising 71

Advertising Customer centricity Feedback Surveys 71

NICE inContact

JUNE 20, 2019

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.

Interactive Voice Response 70

Interactive Voice Response Chatbots Contact Center Quality management 70

Noble Systems

JUNE 20, 2019

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. But let’s focus here on the FCC’s statement “voice service providers may offer opt-out call-blocking programs based on any reasonable analytics designed to identify unwanted calls.” [1].

Analytics 73

Analytics 73

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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

Surveys

Whitepages Pro

JUNE 20, 2019

Our manual review tool, Pro Insight , now includes network insights as another layer of predictability, to better understand the customer behind a transaction. These proprietary network insights are derived from historical transactions and feedback data from our global risk conglomerate of thousands of customers. Within Pro Insight, you’ll find the network insights panel below the results columns.

Feedback 71

Feedback 71

Kristina Evey

JUNE 20, 2019

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.

Customer Experience 67

Customer Experience 67

Interactions

JUNE 20, 2019

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. Enterprises are being bombarded with calls to adopt AI in their company, and many are adding the new technology to their lineup. According to research from Gartner , the top three motivators for AI and Machine Learning (Ml) investment are to improve customer experience, automate repetitive or manual tasks, an

Technology 67

Technology Customer Experience Enterprise Customer centricity 67

Nuance

JUNE 20, 2019

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. Nuance IQ is packed with exciting advancements in the […] The post Introducing Nuance IQ: The new home of AI innovation appeared first on What’s next.

Customer Experience 66

Customer Experience 66

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.

Customer Experience

UJET

JUNE 20, 2019

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. Essentially, it is software that can interact with a human.

Chatbots 56

Chatbots Customer Support Personalization Customer Experience 56

Fonolo

JUNE 20, 2019

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. Picture this, too: Imagine trying to get a flight changed at the last minute and waiting on hold for more than 50 minutes until you finally get through.

Call Center 57

Call Center Airlines Wait times Self service 57

Guru

JUNE 20, 2019

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. If the revenue team encompasses all customer-facing teams – customer experience, support, and sales – a revenue operations team is needed to make each component more successful.

Sales 52

Sales Customer Experience Management 52

Bright Pattern

JUNE 20, 2019

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. We couldn’t be happier for our customer and the way they are innovating customer communications in the travel and hospitality industry.

Contact Center 54

Contact Center 54

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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.

Self service

Interaction Metrics

JUNE 20, 2019

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. On June 26 th , Martha leads an Executive Club Track session on Expert Customer Feedback. Studies find that executives vastly overestimate the quality of their customer experience.

Metrics 48

Metrics Feedback Surveys Consulting 48

Monet Software

JUNE 20, 2019

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. If you have not added speech analytics to your business yet, there are messages being sent by your customers that agents may not recognize. And when those messages are overlooked, those customers may not remain customers for long.

Analytics 48

Analytics Scripts Upselling Contact Center 48

Interaction Metrics

JUNE 20, 2019

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. The post Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week appeared first on Interaction Metrics.

Metrics 48

Metrics Feedback 48

Kristina Evey

JUNE 20, 2019

?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 48

Customer Experience Management 48

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!

Feedback

Interaction Metrics

JUNE 20, 2019

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. The post Medallia’s Rachel Lane and Martha Brooke, a CCW Influencer, Join Forces at Customer Contact Week appeared first on Interaction Metrics.

Metrics 48

Metrics Feedback 48

Kristina Evey

JUNE 20, 2019

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 48

Employee engagement 48

CX Journey

JUNE 20, 2019

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working.

Analytics 55

Analytics Coaching Feedback Best practices 55

Kristina Evey

JUNE 20, 2019

Shownotes… An Opposite Silo Perspective to Enhance CX This short episode explains how looking at CX challenges from the perspective … Read More Episode 55 – An Opposite Silo Perspective to Enhance CX. The post Episode 55 – An Opposite Silo Perspective to Enhance CX appeared first on Kristina Evey.

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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

Journey mapping

Jon Arnold

JUNE 20, 2019

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. The focus here is on something far less exotic, but still a big part of staying productive in the workplace these days. Since I don’t work in a contact center or a noisy office space, I’m not the ideal user for the Voyager 6200 headset, but as an analyst, I know what to look for in providing a fa

Wireless 45

Wireless Calibration Contact Center Engineering 45

TLC Associates

JUNE 20, 2019

Every July you watch fireworks, barbeque, and relax by the pool. And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Wait any longer and you’ll put your overall customer satisfaction at risk. On the other hand, if you prepare your holiday season customer service strategy along the following guidelines, your brand will excel at providing remarkable experiences. .

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention. In her recent webinar with Serenova, leading contact center industry analyst Sheila McGee-Smith shared this particularly revealing statistic: Gen Z is set to outnumber even Mil

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40