Wed.Oct 02, 2019

3 Critical Contact Center Components a Knowledge Base Supports

Unymira

Every contact center has three critical components vital to their success: people, technology and information. Customer Service

7 Ways Marketing and Customer Support Team Can Collaborate

LiveChat

As companies are becoming more customer-focused, it’s crucial for customer-facing teams to align with other teams in the organization. However, in most cases, support teams work in silos and do not collaborate enough with teams like marketing, design or product.

SaaS 43

How Customer Engagement Silos Are Holding You Back

Ansafone

Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles.

Turning Call Center Leads into Sales

ChaseData

Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Live Up to a Higher Standard of Service

ShepHyken

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table.

More Trending

Embedding a Learning Culture in Your Business Relationships

Nicereply

Embedding a learning culture helps you and your staff keep up with changing market trends, and keep your products and services relevant to the current market.

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

NICE inContact

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers.

What Is Proactive Customer Service and 6 Ways to Deliver It Like a Pro

CrazyCall

Why cure when you can prevent? You might have heard that question before. Perhaps it was one of those elderly-eternal-knowledge sentences that p**s you off but can’t be denied.

Could you be doing more to understand your customers?

Eptica

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

How Your Call Center Experience Can Be Improved with AI

Revation Systems

Technology is changing many facets of our daily lives. Even if we haven’t heard the buzzword “digital transformation” at some point over the last couple of years, we have certainly felt the impact those advancements in technology have had on how we communicate with others.

Best eVoice Alternatives [2019 Review]

Avoxi

If you're in the market for business phone numbers, SMS service, or virtual phone systems, there is a good chance you've come across eVoice. At AVOXI, we know that no business phone service is perfect for every company.

Want to boost Customer Success? Start with self-service.

inSided

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will!

3 Onboarding Strategies to Spur User Adoption and Empower Customers

CustomerSuccessBox

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. .

SaaS 82

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How Call Center Outsourcing Can Save You Time and Cost

CSM Magazine

In today’s competitive world, if a company has to survive and thrive, it needs to provide superior quality products or services as well as customer support.

Exploring the Differences Between a Customer Success Manager and Account Manager

ClientSuccess

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same?

What Does a Call Center Representative Do?

A Better Answer

The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services

Prepare Your Contact Center for the Holiday Rush

LiveVox

Is your Contact Center Prepared for the Holiday Rush? When you think about the holidays your first thought probably includes lots of parties, brisker temperatures, and cherished time with friends and family.

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.

Integrating SMS Into Your Sales Cadences

Calltools

If your sales cadence doesn’t include short message service (SMS) capability, you are already running in the back of the pack. Your sales cadence needs to meet the needs of, and cater to the proclivities of today’s “thumb generation.” ” What Is A Sales Cadence?

Sales 52

Generating AI-Powered CX Insights for the Frontline

Concentrix

Discover how your speech analytics platform can provide richer frontline insights. The post Generating AI-Powered CX Insights for the Frontline appeared first on Concentrix. Thought Leadership Resources

Selling UCaaS: It's Never Been Easier, or Harder - My Latest on No Jitter

Jon Arnold

UCaaS continues to be a major trend in our space, but with low barriers to entry, it’s crowded. This makes it hard for buyers to make good choices, and just as hard for providers to really stand out. I’ve been doing some research recently - mostly on SMBs - focused on how cloud providers are going to market. There are many angles to consider, and I’ve put my thoughts together for my latest No Jitter post.

Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform

LiveVox

Ways to Know It’s Time to Update your Contact Center Platform ER doctors and paramedics keep in mind that they meet patients on one of the worst days of the person’s life. This isn’t always true for patients who contact their healthcare organization, but regardless of how serious their problem, they need a quick, efficient, The post Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform appeared first on Livevox.

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.

Make Your Life Easier as a Freelancer

JivoChat

The Process of Easy. Loyalty is earned, not a given. In the cutthroat machine of the contemporary world, products and services that deliver become the precedent. Writing is difficult, as a craft and as expression. Freelancing is harder.

Episode 02: Social Robots & The Uncanny Valley

Interactions

Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the second episode here. Social robots—it’s something people have dreamed of for a very long time. But it’s only recently been possible to build something that’s actually useful, of course much thanks to advancements in speech recognition and computer vision.”. Jim and Gabriel talk social robots, AI-powered robots that look and communicate like humans.

Customer Service Week 2019: Celebrating the magic of service!

Global Response

Global Response makes magic every day by providing exceptional customer experiences. During Customer Service Week, Oct. 7-11, the Margate contact center will celebrate its Brand Specialists and all those whose work with more. The post Customer Service Week 2019: Celebrating the magic of service! appeared first on Global Response. Events and Partnerships Global Response Blog

Episode 02: Social Robots & The Uncanny Valley

Interactions

Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the second episode here. Social robots—it’s something people have dreamed of for a very long time. But it’s only recently been possible to build something that’s actually useful, of course much thanks to advancements in speech recognition and computer vision.”. Jim and Gabriel talk social robots, AI-powered robots that look and communicate like humans.

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.

California AB5: Resources for Interpreters and How You Can Help

Certified Languages International

15

An Exploration of Cloud Services: SaaS, PaaS, and IaaS

VirtualPBX

Today’s guest post comes courtesy of Dmitrii B., the CEO and founder of GRIN tech – a full service digital agency in design, marketing, and web development alongside white-label agency & media outreach.

SaaS 14

Why Education Remains a Critical Piece of the Cyber Security Puzzle

Etech GS

If you owned a store in town and someone asked you how you plan to protect it, you would probably refer to traditional security measures. Chances are you have a security guard, video surveillance, and an alarm system managed by a third party.