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

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.

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.

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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More Trending

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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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.

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.

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

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

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

Customer Service Tip of the Week by Jeff Toister (a One Win Book Review)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

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.

Gauging the Effectiveness of Net Promoter Score

ProProfs Blog

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?

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.

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.

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

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?

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.

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.

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

Customer Personas - The What, The Why, and the How

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. This post originally appeared on the DoingCXRight blog on July 10, 2018.

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.

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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January Writing Roundup

Jon Arnold

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?” , Jan. 30, BCStrategies Thinking Horizontally About Collaboration , Jan.

7 Live Chat Software Benefits You Didn’t Know About


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. live chat live chat software


The Digital Workplace in 2019

Creative Virtual

By Liam Ryan, Sales Director. In the survey results published by at the end of 2018, 79% of Human Resources (HR) professionals responded that chatbots and virtual assistants will become an increasingly viable way for employees to get real-time answers to their HR-related questions. Yet that same report identified that only about 10% of organisations are currently making use of artificial intelligence (AI) for HR purposes now.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Establishing an Overall Objective for Quality Service

Brad Cleveland

Is it a good idea to establish an overall measure of quality service? I believe so, but there are some cautions, and some traps to avoid. Learn more about how to best choose an overall objective in the video below from my LinkedIn Learning course “Quality Standards in Customer Service.” ” Establishing an overall objective from Quality Standards in Customer Service … Call Center Contact Center Customer Service Quality Management