ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.

Self service 209

Self service B2B SaaS Enterprise 209

Call Center Weekly

SEPTEMBER 1, 2017

By Sean Hawkins You know that moment when you take a call, only to be greeted with less-than-friendly (or even offensive) words from a frustrated, angry customer? How do you react? Do you: A. Hang up the phone, clock out, and leave your badge on the desk. B. Adjust your tone and attitude to match that of the customer. C. Reassure the customer you are committed to helping them.

Government 182

Government Contact Center Consulting Consulting 182

UJET

SEPTEMBER 1, 2017

It comes as no surprise that everyone uses a smartphone these days and that our lives revolve around apps. What does come as a surprise, however, is the fact that not all apps have in-app customer support.

Customer Support 56

Customer Support 56

Uniphore

SEPTEMBER 1, 2017

Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation.

Chatbots 63

Chatbots Technology 63

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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.

Revation Systems

SEPTEMBER 1, 2017

Over the past 15 years, call centers have evolved from being perceived as simple channels that resolve customer concerns via phone to powerful sources of connectivity and service delivery for digitally transforming industries. However, not all contact centers are created (or run) alike. While advanced technology is certainly raising the bar of possibilities through automation and intelligent functionality, organizations need to be wary of relying too heavily on these aspects because paying atten

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Call Center Contact Center Healthcare Banking 48

Talkdesk

SEPTEMBER 1, 2017

What you can’t measure, you can’t improve. That’s what Ytica CEO and Founder Simon Vostry says about contact centers and he’s absolutely right. When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. Measuring your activity is the first step to improving the way you treat your customers.

Contact Center 41

Contact Center Analytics Abandon rate Metrics 41

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business. By simply paying a little more attention to your solutions, you may well find new ways to improve your day-to-day productivity—and the state of mind of many people in your contact cente

Interactive Voice Response 23

Interactive Voice Response Contact Center Average Handle Time Personalization 23

Brad Cleveland Blog

SEPTEMBER 1, 2017

Contact Center 46

Contact Center Multi-channel support Call Center Management 46

Brad Cleveland Blog

SEPTEMBER 1, 2017

The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.

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Contact Center Multi-channel support Call Center Management 26

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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

Surveys

Brad Cleveland Blog

SEPTEMBER 1, 2017

Contact Center 20

Contact Center Multi-channel support Call Center Management 20