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

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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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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?

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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.

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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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?

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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”.

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.

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

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.

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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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.

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.

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.

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 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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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.

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.

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


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.

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

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

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Is Your Customer Experience as Good as You Think It Is?: CX Trends You Need To Know


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.

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


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.