UJET
NOVEMBER 15, 2018
When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data.
Ansafone
NOVEMBER 15, 2018
With just one repeat customer generating as much revenue as six new customers, delivering quality customer experiences that breed loyalty is essential for companies to stay profitable in today’s competitive market. As a primary touchpoint with your brand, the contact center is an important bridge. This bridge builds the type of customer bonds that encourage … How Call Centers Capture Repeat Customers Read More ».
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Bright Pattern
NOVEMBER 15, 2018
Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging communication channels.
Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.
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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.
Contact Center Pipeline
NOVEMBER 15, 2018
Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. When conducting a payment transaction, the flick of the finger delivers a bill and another flick of the […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
NOVEMBER 15, 2018
Getting your first shot at a leadership position can be tough. A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted. There was a time when a big part of my job was helping people advance in their careers, so I was able to draw upon my own experience. I also reached out to other customer service leaders for some additional perspective.
RapportBoost
NOVEMBER 15, 2018
By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. . Research tells us that 92 percent of customers have a positive experience using Live Chat compared to other forms of contact.
Outsource Consultants
NOVEMBER 15, 2018
How do you manage the effectiveness of your contact center? Presumably the same way businesses everywhere manage most departments: Key Performance Indicators, or KPIs. An article by Shelby Faris explores contact center KPIs from a different angle. She examines the best team metrics to monitor in addition to individual agent analytics. In a broad sense, the article dives into how to use dashboards to accurately monitor inbound and outbound call volumes and how the agents are managing their time.
inSided
NOVEMBER 15, 2018
There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace. On a smaller scale, many social media platforms offer great engagement tools to kick off your community building efforts and help you grow your member numbers fast — but these growth benefits come at a cost.
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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.
Etech GS
NOVEMBER 15, 2018
When opportunity knocks on your door, always be willing to take a chance. Beginning something new, trying something different is never easy. However, the logic is simple, when you know it needs to be done, do it, for opportunities may not be around for eternity. Grab it when you have the chance. So, instead of waiting we should be focusing on the things we can change and constantly create something of exceptional value for our customers, our teams and our communities.
Avoxi
NOVEMBER 15, 2018
Whether you're an entrepreneur, small business owner or an enterprise-level company, your business number is an indispensable asset to your success. As technology continues to change the way we communicate, landlines are gradually being phased out with many estimating them to be completely obsolete by 2025. This is an alarming thought, and a motivating… The post Virtual Phone Numbers – Give Your Business a Competitive Edge appeared first on AVOXI.
Jon Arnold
NOVEMBER 15, 2018
Here’s my first shout-out for this webinar, happening on Tuesday, Dec. 4. It’s based on a white paper I just completed for 8x8 , focused on educating SMBs about how the cloud can take them much further than just replacing premise-based telephony. There are many stories to be told, and I’ve addressed a few of them here following some industry-based research.
TELUS International
NOVEMBER 15, 2018
Discover four best practices for creating a customer-friendly FAQ that will wow and delight.
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!
kommunicate
NOVEMBER 15, 2018
Previously, we presented you with a simple and effective guide to integrating dialogflow bot in a website. In this article, we will be sharing steps to do the same in an Android app. All you need to build a sample chatbot for an android app is Dialogflow and Kommunicate. Below is an example of Kommunicate Support Bot [.]. The post Build Android Chatbot with Dialogflow (API.ai) appeared first on Kommunicate Blog.
Nuance
NOVEMBER 15, 2018
According to Nielsen, the average television viewer watches upwards of five hours of television per day, reaching eight hours in some areas. Although, in an omni-channel world, some might consider television simply another channel or avenue for accessing content, it is so much more. Television is a companion, a friend, a babysitter for a mom […] The post Television viewing is no longer a one-way street appeared first on What’s next.
Avaya
NOVEMBER 15, 2018
This blog is authored by Krista Capone, Sr. Manager, Corporate Marketing at C3i Solutions. Krista has over 10 years’ experience leading marketing, branding, lead generation and communications initiatives. At C3i Solutions, Krista is focused on strategies for advancing the company’s position in the marketplace. This blog was first published May 31, 2018 on the C3i Solutions blog.
Guru
NOVEMBER 15, 2018
Michael is General Manager, Service Hub at HubSpot and a guest blogger for Guru. Join Guru's upcoming webinar with Michael for an interactive discussion on the paradigm shift in customer service, and how the function is becoming a key revenue driver for businesses.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Strategic Contact
NOVEMBER 15, 2018
In a recent series of articles with Contact Center Pipeline, I’ve focused on Contact Center Costs and the Role of Technology as well as strategies for calculating a Return on Investment (ROI) that might shake some funding loose for technology. As discussed in the second article, three common paths for business case development include: Efficiency.
Alorica
NOVEMBER 15, 2018
Store stocked with merchandise? Check. Hired all the staff you need for the holiday rush? Check. Sent out holiday email blasts so your customers know about deals you are offering? Check. By now, you should be fully prepared for the holiday rush and just waiting for the arrival of your eager customers to buy gifts for their loved ones. But… before you let this crazy time of year overwhelm.
VHT
NOVEMBER 15, 2018
In 1995, when IBM launched Simon , the progenitor of today’s smart phones, few people could have imagined the email, text, and social media-saturated world we inhabit today. But if you consider how much digital interactions have changed in a little more than two decades, it’s no surprise that businesses are still scrambling to bring their customer service in sync with modern communications.
kommunicate
NOVEMBER 15, 2018
Previously, we presented you with a simple and effective guide to integrating dialogflow bot in a website. In this article, we will be sharing steps to do the same in an Android app. All you need to build a sample chatbot for an android app is Dialogflow and Kommunicate. Below is an example of Kommunicate Support Bot [.]. The post Integrate Dialogflow (api.ai) with Android Apps appeared first on Kommunicate Blog.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
ConvergeOne
NOVEMBER 15, 2018
The new year is quickly approaching, so there is no better time than now to determine your top business priorities for 2019. Need some help determining what these priorities should be? When a previous year’s Computerworld Tech Forecast survey asked IT executives about their upcoming priorities, the respondents’ top priorities included “improving employee productivity/efficiency” (47%), “improving customer satisfaction/experience” (46%), and “containing costs” (44%).
Playvox
NOVEMBER 15, 2018
Customer service agents have a tough job. As they’re representing a business or organization, they have to remain professional, courteous and respectful at all times. This in itself can prove incredibly hard when a difficult customer is bombarding them with criticism or even abusive language.
inmoment
NOVEMBER 15, 2018
Could there be value lying dormant in your company? Claire Fastier gives three examples of AI unlocking efficiency and opening avenues for your customer like never before. Artificial intelligence is everywhere. From Google’s Arts and Culture app – which uses facial recognition technology to match selfies to thousands of artworks—to Pizza Hut’s plans for driverless pizza delivery.
Merchants
NOVEMBER 15, 2018
Premier South African BPO and CMO Company Merchants, a Dimension Data Company, scooped Gold at the ContactCentreWorld Awards held in Prague this November. Three of Merchants subject matter experts, Ilse Hess, Eugene Merckel and Yusuf Adams attended and presented their work at the conference this November. Their work was well received and we won the following categories on the awards night.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Stratifyd
NOVEMBER 15, 2018
Estimated reading time: 1 minute. One of Stratifyd’s pillars is seeing the potential of organizations and helping them reach it, and a local organization we love and support is Charlotte City Tennis (CCT). Charlotte City Tennis was founded in 2012. It uses the public tennis facilities around the city to provide quality programs for individuals of any age and skill level and doesn’t charge membership fees so that anyone who wants to learn to play or get better at the game, can.
iQor
NOVEMBER 15, 2018
Connie Long talks service repair and logistics, customer care, and technology, and how iQor intertwines all three to bring devices to market and keep them there longer.
Brad Cleveland Blog
NOVEMBER 15, 2018
The post Skills-Based Routing: 5 Common Problems You Can Avoid appeared first on Brad Cleveland.
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