Contact Center Pipeline
AUGUST 22, 2017
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category. We also see many centers evaluating analytics offerings while others place them on their wish lists. […].
ShepHyken
AUGUST 22, 2017
Nicky Billou on How to Think and Win Like a Champion. How would you like to know how to build your own personal brand to become a thought leader in your industry? Shep Hyken interviews Nicky Billou, internationally best-selling author of Finish Line Thinking: How to Think and Win Like a Champion. First Up: Shep Hyken’s opening comments focus on how thought leadership applies to everyone.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Influitive
AUGUST 22, 2017
Still relying on email campaigns to engage and communicate with your customers and prospects? These innovative B2B marketers are doing things differently. They aren’t wasting time crafting clever messaging or chasing the latest marketing fads. They’re driving retention and acquisition by harnessing the power of their customer advocates. By building engaging advocacy programs, these marketers.
Andrew Mcfarland
AUGUST 22, 2017
In my experience, most CX professionals are thrust into dysfunctional environments and asked to perform miracles. In the spirit of “back to school” here is the “course content” to achieve the impossible. Course Description: A comprehensive overview of the.
Advertisement
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.
Toister Performance Solutions
AUGUST 22, 2017
A question posted on the Inside Customer Service LinkedIn group recently caught my attention. Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? There were a few nice responses. Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions.
CX Journey
AUGUST 22, 2017
Image courtesy of Pixabay I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017. Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers.
NICE inContact
AUGUST 22, 2017
There is plenty of advice on what companies need to provide millennials during their customer experience journey, and none of it should be new news. Given millennial customer satisfaction is only 33%, there is definite frustration within this large consumer segment. inContact’s study revealed that only 26% of millennial respondents prefer voice, yet 62% opted for inbound/outbound voice in their most recent interactions.
Provide Support
AUGUST 22, 2017
Tips for collecting customer data. Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you. Spamming them, selling their information to another company or letting it fall prey to a cyber attack are all situations where the trust given to you will immediately be shattered.
Advertisement
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
Jon Arnold
AUGUST 22, 2017
For better or worse, it's hard to ignore the Gartner's Magic Quadrant reports when they cover your space, and with their UC coverage out now, we knew what the next UCStrategies podcast topic was going to be about. If you've been following these reports, you'll know that the market has consolidated to the point where it's clear who the leaders are, and the playing field is well-established.
Clarabridge
AUGUST 22, 2017
Are brands interacting with their customers in the right way to get useful feedback? The answer is: no, not always. While surveys are often used as the barometer of customer sentiment, many companies face two key challenges: How to encourage a healthy survey response rate that allows them to accurately interpret the customer journey. How to uncover the root-cause of customer issues.
Customer Experience Matters
AUGUST 22, 2017
As you likely know, one of Temkin Group’s Four CX Core Competencies is Purposeful Leadership. It requires demonstrating 5 P’s of Purposeful Leaders: Persuasive, Passionate, Propelling, Positive, and Persistent. Why should leaders bother to adopt these practices? To answer this question, I took a look at our latest consumer survey and analyzed data from more than 5,000 full-time U.S. employees.
Loxysoft
AUGUST 22, 2017
The post Loxynews is our forum appeared first on Loxysoft.
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.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
LiveChat
AUGUST 22, 2017
Sales agents deal with difficult customers each day. Most of the time, it’s easy to handle this type of situation but sometimes you need to show some serious negotiation skills in order to avoid bigger conflicts. This is very important because of the well-known mantra that the customer is always right. And if you keep your clients satisfied, you will earn the good reputation.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
Loxysoft
AUGUST 22, 2017
The post Great workforce numbers for ProScheduler users appeared first on Loxysoft.
Advertisement
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.
Talkdesk
AUGUST 22, 2017
Contact centers start with the admins. The admin sets up the infrastructure, manages the way the contact center exchanges data with other business tools and determines the capabilities of other users. In any contact center, the admin has the most responsibility because they make sure things are operating smoothly for everyone else. With that in mind, Talkdesk has given admins the utmost ability to make changes to their contact center with the least red tape.
Loxysoft
AUGUST 22, 2017
The post Remote Agents – one of the trends in the U.S. appeared first on Loxysoft.
Verint
AUGUST 22, 2017
Have you ever misplaced your wallet and after frantically searching for it for 20 minutes that seem like eternity, decided it must be stolen—and that it’s time to call your bank to cancel all your cards? Very frustrating! What’s even more frustrating? Finding your lost wallet in your coat pocket right after canceling your cards. If this has happened to you, don’t feel bad.
Brad Cleveland Blog
AUGUST 22, 2017
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in … Continue reading → The post The Contact Center’s Role in Building Self-Service Channels appeared first on Brad Cleveland.
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!
Fonolo
AUGUST 22, 2017
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that.
Brad Cleveland Blog
AUGUST 22, 2017
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.
Avaya
AUGUST 22, 2017
Stop me if you’ve had this customer experience before. You have a problem. You’ve rebooted the device, made sure everything was plugged in, and done all of the “by the book” ways to fix your problem, yet the problem remains. You hunt through the manufacturer’s mobile app, use your “Google-Fu,” read through countless discussion forums, and the problem persists.
Brad Cleveland Blog
AUGUST 22, 2017
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.
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
Aspect
AUGUST 22, 2017
Today, we are closing out our CEC Capabilities series, but before we do we have one final topic to touch on: continuous delivery. Aspect Via™ delivers contemporary self-service, interaction management and workforce optimization capabilities in a reliable, robust SaaS architecture. The architecture provides a solid foundation for a secure and scalable engagement center cloud service.
Dialer 360
AUGUST 22, 2017
Browser-based call center software has advanced a considerable amount in the previous decade. It has turned out to be more adaptable, simple to use. It is a type of versatile thanks to a great extent to a limited extent to the movement to the cloud. Another flood of cloud call center innovation appears in browser based call center software. And this is overwhelming the call center industry.
Branch Mesenger
AUGUST 22, 2017
When it comes to the modern workplace, millennials face an uphill battle that is rife with negativity, misconceptions, and false narratives. They’re entitled and lazy. They lack loyalty. The speed of social has made them seek instant gratification. They constantly flip-flop jobs. If you peel back the layers of the millennial, it’s not just foosball tables and avocado toast.
Expert insights. Personalized for you.
206 
Let's personalize your content