Thu.Nov 07, 2019

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Doing the basics in your contact center – uncommonly well!

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.”. The outline below of Robert C.

Omnichannel versus Opti-channel: The evolution of customer contact channels


This day in age, with consumers more connected than ever, there is a big opportunity to leverage communication between brands and customers to drive business. Specifically, brands should place a big focus on channels, which can include voice, text, chat, smart speakers, and more.

How do you measure risk?


How does your contact center determine if a call is high risk or low risk? Is your process automatic or manual? Is it instantaneous or does it take a few minutes of each call?

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.

How to Identify At-Risk Customers and What to Do About it


In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing.

More Trending

Three social media trends that will impact your customer experience in 2020

TELUS International


The Power (and problem) of Profanity

Horizon CX

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing.

How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company.

Add text analytics to your marketing strategy


Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes. Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount.

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.

The True Cost of Downtime for Businesses (And How You Can Prevent It!)


Businesses today rely on software, even for communications. Case in point, Hosted VoIP, which has replaced traditional phone systems, and has been adopted by a wealth of businesses today following a SaaS (Software as a Service) model.

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3 Customer Churn Prediction Strategies for Your CSM Team


Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate.

Talkdesk Hits 500 Customer Reviews on Salesforce AppExchange


Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

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Your Guide to Gaining - and Keeping - Customer Loyalty


Customer loyalty is something that drives some of the most successful companies in the world. It is also difficult to achieve.

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.

How to Increase Revenues of a Small Business with the Latest Technology


If you wish to scale your business and connect with your brand’s biggest asset – the customers, you not only need to get in on the tech wave but also lead the way to futuristic innovation. Increasing revenues for any business, big or small, can be an uphill task.

How Chatbots Can Support Your Live Chat Customer Service Strategy


People often hear the word ‘bots’ and immediately think about some dystopian science fiction flick they’ve seen where robots ultimately take over the world and usurp humanity.

NameShouts lets you pronounce names in these major languages!


There are a lot of names in the world. And our goal at NameShouts is to make sure you can pronounce the names you need in their original languages. But where do we get started when looking for new names to add? There are, of course, the requested names from our users.

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Perfecting Customer Care with Actionable Call Center Data

Working Solutions

A big part of customer service success in today’s fast-paced, ever-changing market landscape is the ability to seize the opportunities provided by the modern contact center. This includes not only the technology platforms on which people now congregate, but also the possibilities of actionable call center data—a true game changer in the world of customer […]. Call Center Outsourcing call center data

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

November 2019 PSD2 Tracker with

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.


Building a Positive Brand Reputation Through Your Telephone Switchboard


Today’s guest post was provided by TelephoneVox – a company that specializes in the production of professional audio for telephone switchboards. Today, the brand is considered a fundamental element for the company, a pillar on which most of the business performance is based, even more than the product itself. Building a positive brand reputation, therefore, is of the highest importance.

How to choose the best sales web page templates for your e-commerce website


As you already know, the way your website looks is everything. Starting from the branding, organization, calls to action, graphic design, and ending with your contact information. These are all factors that website viewers will take into consideration while establishing opinions about your brand.

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6 Benefits of Conversion Rate Optimisation (CRO) for Online Retailers


How can your online store benefit from performing conversion rate optimisation? In this post I will share with you 6 benefits of CRO and hopefully convince you to get started today


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.

CPQ Market Demand: 5 Reasons It’s Strong


How did CPQ change the way we do business in 2015, and what did we learn about the future of this technology? Read on to find out! The post CPQ Market Demand: 5 Reasons It’s Strong appeared first on Cincom Blog. Buyer Experience Product Configuration Quotes/Proposals Sales Performance Advanced Manufacturing CPQ/Configure-Price-Quote Customer Experience/CX Customer Relationship Management/CRM Revenue/Business Growth Supply Chain Management

Digitally Transform Your Customer Experience at Dreamforce 2019 with UJET


As one of the most widely used customer relationship management platforms (CRM), Salesforce empowers brands to manage customers with a wide selection of tools and products.

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See you in Vegas!

Branch Mesenger

Glitz. Workforce Innovation. Las Vegas has it all this month because KronosWorks 2019 , the world’s leading workforce information exchange, is taking place November 10th-13th at the ARIA.

XM Versus BI: No Real Comparison

Customer Experience Matters

Experience Management (XM) is a discipline for driving insightful actions across an organization, while BI is a reporting tool. The post XM Versus BI: No Real Comparison appeared first on Experience Matters. Customer experience XM - Experience Management

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.