Contact Center Pipeline
OCTOBER 30, 2019
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.” When it comes to delivering a superior customer experience, […].
CSM Magazine
OCTOBER 30, 2019
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic performance while 87.2% of organizations agree that it can be directly linked to commercial success.
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Eckoh
OCTOBER 30, 2019
Are your contact center agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action. Over the coming weeks, we're publishing a series of blogs linked to our guide on the Top 5 Customer Service Challenges facing contact centers. And we're kicking off with a top issue that's draining the life out of productivity — agents getting flooded with basic calls.
ShepHyken
OCTOBER 30, 2019
There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this. Kent was in the Navy, and we affectionally nicknamed him “Admiral.
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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.
ChaseData
OCTOBER 30, 2019
Most modern call centers rely at least partially on an IVR system. The IVR - or interactive voice response - system is an integral part of modern customer service. Providing self-service freedom for consumers when done correctly, it can help direct call flow traffic effectively without additional cost - but only when done properly. Could your IVR system be doing more harm than good for your contact center?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 30, 2019
If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce. It’s not surrising: One of the brand’s differentiators is its customer service offering.
Integrity Solutions
OCTOBER 30, 2019
Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The question is, are sales training efforts keeping up?
Spearline
OCTOBER 30, 2019
In the latest episode of the Podcast series, Josh speaks with Brian Mullins, a Software Engineer from the Development Team here, who tells us about his role and gives an insight into the ever-expanding world of Artificial Intelligence and how Spearline is helping support him with his studies. Later in the episode, Kees and Josh bring you more fun facts!
VirtualPBX
OCTOBER 30, 2019
VirtualPBX is happy to announce its winning of the 2019 WebRTC Product of the Year Award from INTERNET TELEPHONY Magazine and WebRTC World. This marks the second consecutive year that the VirtualPBX Web Phone has been recognized for its excellence in browser-based communications. Advancing the WebRTC Market. As in past years, the 2019 WebRTC Product of the Year Award highlights the products that companies have developed for use in a broad range of communications activities.
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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
Call Design
OCTOBER 30, 2019
If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter. Just a little nudge in the right direction, and your contact centre could be humming, but if you are like many contact centres, that ‘nudge’ needs refining, and there’s a new way in which you can do it.
Noble Systems
OCTOBER 30, 2019
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is “somebody who literally zaps your energy dry “ Healthline.com notes that they sometimes drain your emotional energy intentionally. In the workplace, an energy vampire’s behavior drains the positivity of coworkers.
Call Design
OCTOBER 30, 2019
If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter. Just a little nudge in the right direction, and your contact centre could be humming, but if you are like many contact centres, that ‘nudge’ needs refining, and there’s a new way in which you can do it.
Taylor Reach Group
OCTOBER 30, 2019
Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. (TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson. Colin Taylor, CEO and Chief Chaos Officer of The Taylor Reach Group, Inc., this week announced the addition of Steve Edmondson to the globally recognized consulting firm.
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.
inSided
OCTOBER 30, 2019
Exciting times! We are absolutely delighted to announce that Gainsight—world leaders in Customer Success (CS)—have migrated their buzzing customer community to the inSided platform. We caught up with Lila Meyer, Director Product Education and Community at Gainsight , to celebrate the launch of their community, get some insights on how they are using it for CS, and find out why they chose inSided as their Customer Success Community platform.
Genroe
OCTOBER 30, 2019
From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins. If you’re a CEO, or you report to one, and want to tell […]. The post Transactional Vs Relationship Customer feedback: Are you using the right one?
Etech GS
OCTOBER 30, 2019
We are almost at the end of the Cyber Security Awareness Month. This year’s theme is “Own It, Secure It, Protect It.”. What does this mean exactly? Internet-enabled crimes and cyber intrusions are becoming increasingly sophisticated, and preventing them requires each user of a connected device to be aware and on guard. “It’s no longer enough to be on the lookout for something in your inbox that appears suspicious,” said FBI Cyber Division Assistant Director Matt Gorham.
CrazyCall
OCTOBER 30, 2019
Over 111 new businesses open each hour. At the same time, about 97 businesses close. In today’s highly competitive business world, communication plays a crucial role: organizations need to communicate with their clients regularly. Because great communication is what makes your clients happy and provides you to growth, development and makes you stay ahead of your competitors.
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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.
Unymira
OCTOBER 30, 2019
ICMI is always a great source of inspiration and fun and Contact Center Connections in Chicago was no exception. The conference opened on Monday October 28th with a series of workshops and tours throughout the day while the expo hall only kicked off in the afternoon with a fun opening day party.
Guru
OCTOBER 30, 2019
Guru is excited to announce that Public Cards are here to solve all of your problems—ok, maybe not all of them, but definitely a few key ones. We have some ideas for how you and your team can best leverage Public Cards, including: Reference Lists. Post-Webinar/Event Follow-Up Emails. Best Practice Lists. Company-Wide Announcement Emails. Industry Group Emails.
NICE inContact
OCTOBER 30, 2019
I don’t know about you, but I don’t really like being told what to do. As a control freak since birth, I have always been more apt to support an idea if I was able to provide input or be involved in the decision. Despite what my mother says, this doesn’t make me high maintenance – and I’m not alone in this feeling! Your contact center agents feel the same way when it comes to your quality management process.
Certified Languages International
OCTOBER 30, 2019
We were at the American Translators Association’s (ATA) 60 th annual conference in Palm Springs, California, in October and had the opportunity to attend several presentations by accomplished interpreters. Medical certification and patient safety were a couple of the many topics covered during the four-day convention, and we gained valuable insight about how certified medical interpreters (CMIs) help patients.
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!
NICE inContact
OCTOBER 30, 2019
And The Winner Is…. We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. With an extensive portfolio of technology, products, and solutions, including workforce and quality management, real-time automation, interaction recording, voice of the customer, performance management, and analytics, our customers are uniquely positioned to positively impact performance.
Nuance
OCTOBER 30, 2019
Intracranial hemorrhage (ICH) can be a “time bomb” if not detected and treated promptly. The actual cost of delays can be measured in monetary terms that impact patients, families, and the health care system. But even more importantly, the cost in terms of loss of function and loss of life can be staggering. CuraCloud has […] The post Intelligence at Work: CuraCloud’s ICH algorithm speeds brain bleed notification appeared first on What’s next.
Merchants
OCTOBER 30, 2019
From streamlining customer experiences to reducing resolution times, automation is helping agents work more efficiently, while driving improved productivity levels. Rather than replacing humans, humans can focus on more rewarding tasks that enhance delivery of the human touch. Read on. The post Using The Right Technology To Serve People Not The Other Way Around appeared first on Business Process Outsourcing Services | Merchants.
JivoChat
OCTOBER 30, 2019
Remember that one time you were interested in something, anything , online and you reached out via email, phone, website, and you didn’t get your answer you were looking for until much later? Oh the joys of the “to contact us, fill out this form” text. Everyone knows that slow and unreliable customer service discourages customers and gives business poor reputations.
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
5CA
OCTOBER 30, 2019
In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS).
Integrity Solutions
OCTOBER 30, 2019
Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The question is, are sales training efforts keeping up?
5CA
OCTOBER 30, 2019
In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS). In short, an LMS provides the platform that a trainer needs to create learning content, distribute lessons, and assess lesson effectiveness and learner performance.
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