Contact Center Pipeline
FEBRUARY 7, 2019
Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue to move from 20th century approaches to the 21st in contact center management, infrastructure and technology. All indicators are contact centers must get serious about digital readiness that supports access to […].
BlueOcean
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.
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TELUS International
FEBRUARY 7, 2019
Discover why bundling simple customer-brand interactions with advanced technologies is the wave of the future.
Nextiva
FEBRUARY 7, 2019
Customer satisfaction is more important today than ever before. Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage. A customer satisfaction survey is an invaluable tool for both small business owners and large corporations. Surveys can help determine how customers are feeling […].
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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.
ProProfs Blog
FEBRUARY 7, 2019
Twenty three percent consumers seek face-to-face interaction for complicated customer service issues like troubleshooting. But only 5% of customer service interactions begin with a face-to-face meeting. Now, did you notice something? Interactions are essential for both your customers and for your business; so to get it right is all the more important today.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
FEBRUARY 7, 2019
Jeff Davidson has rightly said, “Don’t let your email dictate your priorities”. Talking about priorities, customer support is on the top of the mind of any business today. The growing importance of customer service cannot be ignored when every other brand is after acquiring more and more customers and retaining them as well. Email, of course, cannot alone serve the purpose of customer support.
Nexmo
FEBRUARY 7, 2019
In this tutorial you will create a Swift application that can receive phone calls using the Vapor web framework and the Nexmo Voice API. You can follow this tutorial on both MacOS or Ubuntu. For the complete solution, please check out this Github repo. Prerequisites A Nexmo account – if you don’t have one please […]. The post Receive a Phone Call with Voice API and Swift appeared first on Nexmo.
ProProfs Blog
FEBRUARY 7, 2019
Wouldn’t it be wonderful if a majority of your customer-related issues could be tackled with only one question? Wouldn’t you like it if you could identify customer issues with a simple question? In his article titled, “The one number you need to grow,” Frederick F Reichheld introduced us to that question. For people familiar with the customer experience setting, they will recognize this article as the one in which Net Promoter Score (NPS) was introduced.
Totango
FEBRUARY 7, 2019
You should adopt a “time invested equals benefits gained” approach with your SaaS renewal best practices. With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.
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.
Lumoa
FEBRUARY 7, 2019
We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World.
Toister Performance Solutions
FEBRUARY 7, 2019
The prank was pure genius. Two boys, each about 12 years old, stood on opposite sides of the road. As a car approached, the boys would pantomime picking up a rope and pulling it taught across the road. This caused speeding cars to slow down as the drivers perceived they were about to run into whatever the boys had stretched across the road. They couldn't see anything in front of them, but the boys' actions told the drivers' subconscious brains that some danger lurked ahead.
Working Solutions
FEBRUARY 7, 2019
Creating a superior customer experience in 2019 is no small challenge. With the rapid proliferation of a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Engaging with them on each of these channels—and doing so in a seamless and efficient manner—is an essential goal. Yet, it’s also […].
Fonolo
FEBRUARY 7, 2019
‘Service level’ measures the accessibility of a company to their customers, and that company’s ability to manage call volume fluctuations and execute their staffing strategy. It is directly tied to customer service quality and is often a vital indicator of a contact center’s overall performance. A declining service level can point to a number of issues: Poor scheduling; calls taking longer than expected; unplanned call fluctuations; and much more.
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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.
UJET
FEBRUARY 7, 2019
Communication has existed for millions of years. Animals have various forms of communication and scientists discovered cave paintings dating back more than 64,000 years ago. Communication can be verbal, visual and even physical, but all have the same purpose. It’s to convey a message.
Customers That Stick
FEBRUARY 7, 2019
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Quiq
FEBRUARY 7, 2019
TodayTix is no stranger to bringing more accessibility to experiences. The company started with the goal to provide effortless access to shows. Since launching in 2013, the company has brought theater to a new audience of theatre goers with “thoughtful service at each moment along the way”. There’s no waiting in lines or rushing for last minute ticket sales here.
InTheChat
FEBRUARY 7, 2019
In January it was announced that Google was to be fined €50 million for violations of GDPR – the EU’s set of data protection regulations, which went into effect May 2018. The reasons cited for the fine were: Users were. The post Google’s €50m fine and the high cost of poor cyber security appeared first on InTheChat.
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!
Jon Arnold
FEBRUARY 7, 2019
Just back from back-to-back events, so a few things have fallen aside til now. Writing continued at a good pace last month, and here’s a digest for what I was seeing and writing about as 2019 gets underway. So, if you like what you see, and want more, I’d encourage you to sign up for my newsletter - it just takes a moment! What to say when your CEO asks “why don’t we have AI?
Advantage Communications
FEBRUARY 7, 2019
Are you hearing the same customer complaints over and over again? If you want to offer an unrivalled customer experience , it’s time for your business to find the root cause of customer complaints.
inmoment
FEBRUARY 7, 2019
As a CX professional, I’m sure you’re sick of hearing about your customers’ increasing expectations. Well, I’m right here with you. This statement may be common, but it’s incredibly over simplified. Yes, customers expect more from brands, but they do so because there are brands out there delivering phenomenally simple, fast, different and even profound experiences.
TELUS International
FEBRUARY 7, 2019
Discover why bundling simple customer-brand interactions with advanced technologies is the wave of the future.
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.
Guru
FEBRUARY 7, 2019
SAP Concur is a SaaS company that helps businesses manage travel and expense services. Ellie Wu, Senior Director, Customer Success, guides cross-functional teams across all stages of the customer journey to provide the best possible customer experience. We recently sat down with Ellie to talk about her approach to customer success (CS) and why customer happiness isn’t necessarily the be-all and end-all.
Totango
FEBRUARY 7, 2019
We Are Upgrading All Users to Spark. In the early half of 2018 we launched Spark , which enables Customer Success teams to focus on results rather than task and activities. At that time, we made a commitment to provide our customers with the time and assistance they needed to fully transition their business. We have two important points to share on this transition: 1.
ConvergeOne
FEBRUARY 7, 2019
Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.
plumvoice
FEBRUARY 7, 2019
It’s critical for all people to be able to communicate with other. For non-hearing individuals there are several options that allow them to communicate with hearing people using traditional telephony infrastructure. This post will briefly explain what TTY is and how it works. We’ll also discuss how IVR can accommodate the needs of non-hearing people.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Ameyo
FEBRUARY 7, 2019
How long does it take for you to respond to customer’s query? A few minutes delay and you have an escalation in your list. Do not wait for your customers to ask questions, strike a conversation today to let customers feel valued with Live Chat Software. Customers looking for support will appreciate your online presence […]. The post 7 Live Chat Software Benefits You Didn’t Know About appeared first on Ameyo.
Talkdesk
FEBRUARY 7, 2019
Based on its recent analysis of the North American cloud contact center market, Frost & Sullivan recognizes Talkdesk, Inc. with the 2019 North American Product Line Strategy Leadership Award for its Talkdesk Enterprise Cloud Contact Center. Here’s a summary of why Talkdesk won this prestigious Frost & Sullivan award: Background: The emergence of the cloud contact center has provided answers for numerous issues plaguing contact center systems, including: The need to rapidly scale to handl
Playvox
FEBRUARY 7, 2019
Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management. Working in a team leader role in a call center environment can be daunting, especially if you have a large group of agents looking to you for guidance and encouragement.
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