Thu.Feb 07, 2019

Are You Ready, Willing and Able for Digital Access?

Contact Center Pipeline

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.

Are You Using 1999 Metrics to Measure 2019 Customer Care?


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.

Intelligent Self-Service: Help your customers do more with less (effort)

TELUS International

Discover why bundling simple customer-brand interactions with advanced technologies is the wave of the future

Why Bug Reporting Software is Better than Email

ProProfs Blog

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 Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

How Important Is Customer Loyalty?


Today’s best-in-class organizations know that delivering world-class customer service is no longer a value-add, but a must. After all, it’s impossible for a company to survive without its customers. Still, some believe that great service is just too costly, so they do the bare minimum.

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5 SaaS Renewal Process Best Practices for Customer Retention


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.

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How to Communicate with Customers Effectively

ProProfs Blog

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?

How Invisible Ropes Ruin the Customer Service Experience

Toister Performance Solutions

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.

A history of visual communication


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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How SAP Concur Goes Beyond Customer Happiness


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.

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Digital Transformation: Avaya Breeze and Beyond


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. Avaya Digital Transformation


How An Answering Service Will Increase Your Marketing ROI

Abby Connect Virtual Receptionists

Like many small businesses , you have spent loads of time and money advertising your business through various digital and non-digital methods like Pay Per Click advertising, mailers, maybe billboards or radio ads.

Being a Call Center Team Leader: Everything You Need to Know


Customers depend on well-trained, well-informed service agents for a quality experience — and this only happens through effective management.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

TTY and IVR: What You Need to Know


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.

5 Ways Your Business can Find the Root Cause of Complaints

Advantage Communications

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. Customer Service Trends

Receive a Phone Call with Voice API and Swift


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.

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Customer Spotlight: TodayTix


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”.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The Three Cs of CCW Nashville: CX Leaders Talk Top Trends

Bright Pattern

CCW Nashville was a great show filled with amazing talks on top trends for 2019, along with musical networking events and some of the best BBQ! For those of you who were unable to make it to Nashville, I want to share a few of the key topics and takeaways from the event: contact center trends

How to Efficiently Manage Service Levels with the Right Technology [Webinar]


‘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.

What’s the Difference between Omnichannel and Multichannel Customer Care, and Why Does It Matter?

Working Solutions

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.

60+ Customer Satisfaction Survey Questions to Learn About Your Customer Base


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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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

5 Questions About Building A Customer-Centric Culture - Dennis Snow


We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

Google’s €50m fine and the high cost of poor cyber security


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. Contact Center data security digital customer care GDPR

How to fill your knowledge base in less time

ScreenSteps Call Center

THE biggest challenge that we see companies encounter is getting started creating content. We see two camps: The " Document Everything We Can Think of" crowd. The "Create the Perfect Plan Before We Start" crowd. They both run into trouble.

Benefits of Using Customer Support Software


Nowadays, in this competitive market, building a great product is not enough. Now the trend is inclined towards creating more value. It’s not easy to hold on to your customers only by selling a great product.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Talkdesk Wins Frost & Sullivan Best Practices Award for Cloud Contact Center


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.

We Are Upgrading All Users to Spark


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. We will be upgrading all users to Spark on February 28th and shutting down the Customer Success Center.

Intelligent Self-Service: Help your customers do more with less (effort)

TELUS International

Discover why bundling simple customer-brand interactions with advanced technologies is the wave of the future. Customer Service Channels