Contact Center Pipeline
JANUARY 2, 2019
As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase scenario—the customer feels pleased and confident in their purchase decision. The more difficult moment of truth, by far, is when something […].
Hodusoft
JANUARY 2, 2019
If the contact center software is at the heart of call center operations then the skill mapped automatic call distribution (ACD) feature is the core of the software and can be leveraged to give customers a fine experience in addition to optimizing agent usage. AI is making inroads virtually everywhere and CC solutions are not immune. If you opt for AI-powered ACD then your operations become so much smoother, faster and satisfactory for customers as well as agents.
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ShepHyken
JANUARY 2, 2019
Here’s another great story we can learn from. This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. My friend, Dr. Neil Baum, the world-renown urologist, was speaking in Las Vegas at the Wynn resort. He noticed the electronic scale in the bathroom didn’t work.
Beyond Philosophy
JANUARY 2, 2019
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The second was from Forrester , and it said the same thing: no increases in Customer Experience improvements.
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CX Global Media
JANUARY 2, 2019
Do you remember that joyous feeling when the thing preventing you from having an easier life was removed? Can you remember what it feels like when the elephant that was sitting on your chest finally gets up? Have you ever experienced relief when that huge barrier preventing you from being more customer centric was finally removed? The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TELUS International
JANUARY 2, 2019
AI, RPA, VA, IoT — the list of acronyms defining the digital customer experience is never-ending. Here are the DCX terms you need to know.
OctopusTech
JANUARY 2, 2019
Ever crossed your mind what makes an e-commerce website successful? Is it the creative web design, catchy content or the role digital marketing played or even the combination of all these and various other factors? Well, for one, the owners of these websites have well covered their fundamentals at the beginning, and two, the quality of their designed e-commerce website is top-notch.
AnomalySquared
JANUARY 2, 2019
For drug manufacturers and pharmaceutical companies, patient recruitment is the "elephant in the room". It is the primary cause of missing deadlines and early termination for a clinical trial if the trial fails to meet recruitment goals. Dealing with delays can be expensive, on top of already expensive clinical trial costs. As of 2015, just to develop and gain approval of one new prescription drug would cost a pharmaceutical company upwards of $2 billion dollars.
Noble Systems
JANUARY 2, 2019
In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask with a rare “behind-the-scenes” look at the factors affecting change across the contact center industry and how Noble Systems has evolved its portfolio to stay aligned with customer needs. Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality
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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
Aspect
JANUARY 2, 2019
The start of a new year always brings the excitement of change and anticipation of new beginnings. And in just this 2 nd day of 2019, this holds very true for Aspect. In case you missed the announcement, I have some exciting news to share about the company. Aspect has entered into a definitive merger agreement to be acquired by Vector Capital who will invest more than $100 million of equity capital into Aspect’s business.
Satrix Solutions
JANUARY 2, 2019
In today’s digital world, it’s incredibly easy to find helpful resources and how-to guides that enable us to succeed in our roles with just a few keystrokes or taps on our smartphones. With that said, experiential learning and in-person connections are still as important as ever, especially for customer experience professionals. Which is why attending conferences are paramount for professional and personal development.
Talkdesk
JANUARY 2, 2019
As 2018 comes to a close and we prepare for a new year, three main themes will dominate the reader’s list for 2019: becoming a customer experience hero, improving both customer AND agent experience and improving operational efficiency. With that context, here are five suggested resolutions for contact center leaders in 2019. 1. Ditch your legacy on-prem system.
Jon Arnold
JANUARY 2, 2019
Happy 2019 all! I know I’m dating myself here, but the Cone of Silence from Get Smart is pretty relevant for today’s workplace. It’s even less practical than the shoephone - naturally, it never worked - but the underlying need for a private conversation to discuss sensitive topics is becoming a real challenge with so much pervasive - and invasive - technology around us 24/7.
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.
InGenius
JANUARY 2, 2019
A bite-sized breakdown of typical contact center terminology. When you're working in a fast-paced contact center environment where time is precious, it makes sense to use a set of special words that are going to help speed up communication and keep productivity levels running high - but what are they? After all, it's all very well having a set of acronyms at hand to maximize efficiency, but if nobody knows the meaning of these words, then they're going to cause much more harm than good.
Branch Mesenger
JANUARY 2, 2019
As 2018 comes to a close, we want to look back and share some of our favorite stories from Branch. For the next week, we’ll be sharing our most popular stories from not only our work to change the world of hourly work, but also the stories that have impacted the future of work. Whether it’s the front lines at a fast casual establishment or flying 35,000 feet in the sky, we’re constantly amazed and excited to learn about the many ways that people are using Branch to enable exemplary customer serv
HelpCrunch
JANUARY 2, 2019
Imagine the most precise targeting for your email marketing campaigns. Then again, why imagine is you can pass your custom data to HelpCrunch and use it as triggers for automated emails. The post How to use custom data in HelpCrunch for triggered email marketing campaigns appeared first on HelpCrunch blog.
Branch Mesenger
JANUARY 2, 2019
As 2018 comes to a close, we want to look back and share some of our favorite stories from Branch. For the next week, we’ll be sharing our most popular stories from not only our work to change the world of hourly work, but also the stories that have impacted the future of work. Whether it’s the front lines at a fast casual establishment or flying 35,000 feet in the sky, we’re constantly amazed and excited to learn about the many ways that people are using Branch to enable exemplary customer serv
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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.
Infinity
JANUARY 2, 2019
With Christmas behind us, we can now put down the mince pies and failed diet attempts and look to the future. Not just the future of our waistlines, but also the future of our industry. The best way to gauge the mood of marketing in 2019 is to cast the net wide amongst marketers for a mixture of opinions. Here at Infinity, we’ve done just that. We’ve been gifted the inside scoop on what they think is to come in 2019, and how they’re preparing for it.
Stratifyd
JANUARY 2, 2019
Role & Responsibilities. We are looking for talented and creative front-end engineer to build and launch a top-notch mobile and web-based solutions. Along the way, you’ll learn about challenges in launching a new business. Successful candidates are enthusiastic about working with product managers and UX designer to understand needs, propose features, create early prototypes and transform them into exciting end user features.
RapportBoost
JANUARY 2, 2019
Hi everyone! Dani Apgar here with your RapportBoosting tip which are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. My tip for you today is on Fear and worry – these are strong emotions and can generate instinctive, possibly irrational or illogical reactions. Chat agents need to be alert to visitors subtle concerns and address them by being reassuring and building rapport.
Stratifyd
JANUARY 2, 2019
DO YOU WANT TO JOIN A FAST-GROWING TECH COMPANY? Stratifyd, Inc. is a B2B tech company located in Charlotte, NC and is fundamentally changing the way brands analyze the voice of the consumer. By enabling real time visibility into what customers are saying, we reduce the time to value and allow brands to make business decisions quickly. We are members of the 2018 Mastercard Start Path class and the Microsoft ScaleUp program.
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!
Ameyo
JANUARY 2, 2019
Helping our customers and partners walk one step ahead in the Customer Experience game, Ameyo has come up with innovative ideas in the Sales Meet’18. The Co-founder and CEO, Bishal Lachhiramka, translates ‘One Team One Goal’ into three pillars of Trust, Ownership and Respect while addressing the teams to achieve the shared vision of the […]. The post Ameyo Celebrates One Team One Goal at Sales Meet 2018 appeared first on Ameyo.
CX Journey
JANUARY 2, 2019
Image courtesy of Pixabay What was on the minds of CX professionals in 2018? And, most importantly, what does it mean for 2019? That has yet to be determined, but "execution" and "results" are two words I'd like to see more of this year! It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!
Brad Cleveland Blog
JANUARY 2, 2019
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But … Continue reading → The post The Best-Managed Contact Centers: #5 – They Have an Established, Collaborative Planning Process appeared first on Brad Cleveland.
Playvox
JANUARY 2, 2019
How important is a positive customer experience ?
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
Brad Cleveland Blog
JANUARY 2, 2019
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more than that.
Brad Cleveland Blog
JANUARY 2, 2019
Effective planning is a central theme in the best contact centers. A major objective of good planning is to get the right number of skilled people and supporting resources in place at the right times, doing the right things. But systematic planning accomplishes more than that.
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