Wed.Jul 31, 2019

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What is a Cloud Contact Center?

Bright Pattern

Contact centers handle thousands of communications a day from clients and users. To handle these calls and digital interactions, infrastructure is required that includes sophisticated hardware and software for each channel. In the past, trained IT personnel were needed to maintain and upgrade the infrastructure of the call center. Ranging from replacing aging hardware to increasing the capacity of the call center, maintaining the call center was seen as an expensive necessity.

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The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

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The Customer-Free Zone

ShepHyken

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Top 5 Posts in July

Contact Center Pipeline

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the following is a list of the five most popular posts in July. Topics include: How to develop a customized approach schedule […].

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The 2023 Verint Experience Index: Retail

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

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How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

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5 Ways to Boost Marketing and Sales with Live Chat

Kayako

The past few years have seen live chat completely change the way online businesses carry out marketing and sales. Gone are the days prospects would email and wait several hours to receive a response to a sales-related query, or call an 800 number and be stuck in a cyclical loop of annoying prompts and call trees. With live chat customers can now get in touch and receive a response almost instantaneously. .

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Call Tracking: Where Phone Calls Enhance Digital Marketing and Service

DMG Consulting

Call Tracking: Where Phone Calls Enhance Digital Marketing and Service. This year we decided to cover a niche IT sector, call tracking, which is growing in importance due to the digital transformation occurring in organizations worldwide. Call tracking is currently attracting a great deal of interest because of its ability to deliver significant improvements in marketing efficiency and effectiveness, quantifiable sales increases, and higher levels of customer satisfaction.

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The Ultimate Guide to Launching a Successful Employee Advocacy Program

Nicereply

Employee advocacy must be treated like a legitimate business initiative and not as a ‘nice-to-have’. In the digital age, marketers leverage a host of tactics and channels in order to promote their company. From social media to email marketing to complex advertising campaigns, there’s no shortage of ways to generate new business for your brand. But among these various marketing channels, there’s one initiative that often gets overlooked by businesses— and that’s employee advocacy.

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The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing. Maybe I left it in the restaurant? Never mind, the show was starting soon, so there was no time to run back.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Quantifying the Value of Contact Center AI

Avaya

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. New research from Vanson Bourne shows that 99% of organizations are using some form of AI in this area of their organization with the belief that it can transform overall business performance. But how are companies measuring the effectiveness of their AI rollout?

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Your Most Important Call Center Coaching Tools

Avoxi

Training your call center agents is half the battle, the other half is making sure that information learned in training is actually being used by agents. We understand how much time and effort goes into training your call center agents, so it is worth the time to make sure those efforts don't go to waste.… The post Your Most Important Call Center Coaching Tools appeared first on AVOXI.

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What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics provides a means of analyzing how well that relationship is working, and where it could use some improvement. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level.

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Most Effective Call Center Bonus Structures

Avoxi

Looking to create a call center bonus structure? In this guide, we’ll go over all you need to know in order to have an effective call center bonus plan for your agents. Call center bonus plans are critical as they increase retention, motivate agents, and boost customer satisfaction. To help you out, we'll cover call… The post Most Effective Call Center Bonus Structures appeared first on AVOXI.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. We’ll link a couple of those at the end of this piece in case you missed them. But before you take a look, here are some additional benefits of contact center analytics. Isn’t it time you started taking advantage of them?

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DMG Consulting Releases 2019 Call Tracking Product Report

DMG Consulting

DMG Consulting Releases 2019 Call Tracking Product Report. 7/17/2019. Improved marketing effectiveness for the digital era. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 Call Tracking Product Report . When: Today, 17 July 2019.

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Speechless? Step Up to Speech Analytics

Monet Software

Many organizations have told us about the difference that Verint Monet Speech Analytics has made in the efficiency of their contact centers, and how many customer relationships have been improved or saved by the rapid response to real-time situations that it makes possible. If you haven’t considered adding speech analytics to your call center intelligence tools, here are just a few ways it can enhance the experience you provide your customers.

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How Should Your CSM Team Address Customer Churn?

ClientSuccess

If customer success professionals can agree on one thing, it’s that customer churn is inevitable. While most CSMs will try their hardest to deliver amazing customer experiences, make data-backed account decisions, and escalate issues wherever applicable, there are always problems that are just out of reach. Sometimes, customer churn is something that just can’t be avoided, no matter how hard your CSMs try. .

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Using Speech Analytics for Agent-Customer Personality Matches

Monet Software

In previous blogs we have discussed how speech analytics makes it easier for contact centers to route calls to the agents best suited to handle them, based on the nature of the customer’s inquiry. Some agents are better at dealing with returns, for instance, or explaining how a product works, or leveraging an upsell opportunity. But there is another benefit to speech analytics that can also improve customer engagements, and that is to match calls to agents based on personality.

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July Writing Roundup

Jon Arnold

I only had to travel to one event in July, but otherwise, I’ve never had a busier month fulfilling client work. Some of that will show up here in my July writing digest, and otherwise, you’ll have check my blog posts or get my newsletter - and I hope you do both! Brave New World - Voice Summit 2019 , July 29, BCStrategies What’s Your Sense of Urgency for Cloud-Based Collaboration ?

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4 Customer Experience Best Practices to Look for in an Outsourced Call Center

Advantage Communications

The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer - it’s the overall experience you offer them. Unfortunately, however, no matter how large your business is, it’s unlikely that you will have the expertise or resources in-house that allows you to keep up with the modern trends and technologies needed to develop a superior customer experience strategy.

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Camm & Hooper Utilizes Talkdesk to Provide the Highest Level of Service to Deliver Amazing Events at Iconic Venues

Talkdesk

There are so many steps to planning an event no matter how big or small. The venue must be the appropriate size for the intended group, combined with being conveniently located. Depending on the time of the event, food and drinks are taken into consideration as it may be ideal to have lunch or dinner provided along with a networking happy hour. Audio and visual requirements are also important as the event may need certain technological assets such as a projector and projector screen.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Customer Success: When you do more than listen, you do more than win

Nuance

I’ve written before that our customers are at the center of all we do, and that we can succeed only when our customers succeed. And so, we must truly listen to what our customers have to say and remain engaged and committed to the feedback loop. But what happens when we take it a step […] The post Customer Success: When you do more than listen, you do more than win appeared first on What’s next.

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How to turn Data and Analytics into Insights

Salmat

Working in paid media, we’re collecting large amounts of data every day. We can see how different audiences interact with our ads, how they behave on our website, how long they stay, what and when they buy and where they go. But how do we generate powerful insights that drive action?

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Four Steps to Applied AI

Waterfield Technologies

Recent experience has taught me that perceptions of applied AI in the contact center generally fall into two categories. There is the “magic bullet” camp that perceives AI as the […]. The post Four Steps to Applied AI appeared first on Waterfield Technologies.

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Email Etiquette for Effective Customer Service

CSM Magazine

You simply cannot succeed in a business without excellent customer service. All aspects of customer service should project a professional image of your company. This is even more important when communicating with customers through email. A professionally crafted customer service email will create a positive impression with the customers. Below we will reveal to you 6 effective email etiquettes that create a positive impression with customers.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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The Basic Building Blocks for Agent Training

5CA

When building your customer support team, one of the key steps is preparing the support agents who will be talking to your customers every day. That is no small task. Your agents will be the voice of your company, and the first point of contact for customers. They need to have the appropriate knowledge to help your customers and leave them with a good impression of your brand.

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Discover Your True Lead Conversion Rate with Appointment Confirmation

CallSource Insights

With human-analyzed calls, you’ll know how many leads are booked into appointments. To understand how well you marketing and employees are performing, you must be measuring your phone conversion rates. If you are relying on anecdotal information or simply not tracking your call-to-appointment conversion rates, you are missing out on vital information for the health of your business.

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How Big Data Analytics Is Gold for Call Centers?

Etech GS

Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite product features are gold mines for marketing, development, and customer engagement. Data gleaned from internal processes such as hold times, how long it takes to resolve an issue, and the number of calls managed per shift provides valuable information for departmental and company management.