Contact Center Pipeline
OCTOBER 26, 2017
OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe […].
Amity
OCTOBER 26, 2017
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. Churn is short for ‘churn rate’ and refers to the percentage rate of customer loss or customer defection. And while this is an indicative customer metrics that we should all monitor, it is incomplete. So, when it comes to important customer success metrics, where should you look?
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360Connext
OCTOBER 26, 2017
For those of us who’ve studied CX for decades, seeing it featured as a “new topic” is a little jarring. It seems every business article now mentions the customer’s journey as if that’s a new revelation. “The journey is just as important as the product!” Wow! (Who knew!?) Now leaders worldwide are resolving to improve CX. Yay! But here’s the thing: Few actually understand what the best CX leaders do with this knowledge.
CSM Magazine
OCTOBER 26, 2017
Despite big data, artificial intelligence and CRM customers still appreciate good old fashioned customer service. What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you?
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The Center for Client Retention
OCTOBER 26, 2017
For our next installment of the CX Circle Book Club, our team read Sensemaking: The Power of the Humanities in the Age of the Algorithm by Christian Madsbjerg. While the book was only published this year, the points that are made present a new way to look at issues that has been occupying debates around education, thinking, and our greater society in general for many years.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
OCTOBER 26, 2017
Contact center leaders are constantly trying to improve agent performance. Some solutions are costly. Others are time consuming. Still others require support or expertise that's not readily available. There are some solutions that are easy. You just need to know where to look. I reached out to 11 contact center leaders and asked them to share a favorite technique they've used to improve agent performance in some way.
CSM Magazine
OCTOBER 26, 2017
Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch.
Fonolo
OCTOBER 26, 2017
Your call center works hard year-round to make sure metrics are being met and customers are happy. Often times, when you’re busy dealing with everyday tasks, it’s easy to forget the importance of a fun working culture. Studies have shown that call center agents quit most often because of their work environments rather than their compensation. Companies need to find more ways to increase agent engagement and motivate employees.
TRUSTID
OCTOBER 26, 2017
There’s been much speculation about the Equifax security breach, and we’ll likely continue to learn more about what happened and what the security steps consumers and banks need to take to protect themselves in the weeks and months ahead. Aside from questions like how many millions of consumers were affected and what security missteps led to the massive data breach, one of the biggest concerns for consumers whose personal data has been compromised is how long they will have to protect themselves
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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
Branch Mesenger
OCTOBER 26, 2017
The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning. SOFiSTiK’s development goals for the version 2018 were to optimize usability and performance in combination with a totally redesigned workflow for BIM analysis and design.
DMG Consulting
OCTOBER 26, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Phone This field is for validation purposes and should be left unchanged. Close. Cloud Contact Center Solutions Improve Relationships between Business and IT. 10/6/2017.
Talkdesk
OCTOBER 26, 2017
At the core of Talkdesk is a dedication to our customers’ customers, to the people under stress who pick up the phone in hopes of finding a person who can resolve their issue. What we build is for our customers to use, but the people we want to help the most are the callers who benefit from that technology. How we measure success with those end callers is through minimizing their customer effort , but since we don’t interact directly with them, our goal is to make contact center software that is
DMG Consulting
OCTOBER 26, 2017
IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. 10/23/2017. By Donna Fluss. Introduction. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. The difference is that IT’s role in a cloud scenario will be more strategic and dedicated to security, integrations and system administration, and less to taking care of the hardware and software.
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.
CSM Magazine
OCTOBER 26, 2017
Working with a dysfunctional team is one of the most difficult situations a manager can face. Faith Monson provides some useful tips to defuse a toxic workplace. Difficult employees come in all shapes, sizes, and degrees of difficulty. They range from mildly annoying to vindictive, with some employees chronically showing up for work ten minutes late, and others actively working to have you fired.
Brad Cleveland Blog
OCTOBER 26, 2017
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in … Continue reading → The post Ensuring Quality Standards Count appeared first on Brad Cleveland.
Bright Pattern
OCTOBER 26, 2017
Bright Pattern was a proud sponsor at this years Zendesk Relate Live Annual Conference. There were many trending topics at the conference but one theme strongly stuck out to our team was simplifying the customer experience though advanced technology.
Brad Cleveland Blog
OCTOBER 26, 2017
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service.
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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.
CSM Magazine
OCTOBER 26, 2017
Susan Friesen explains why being generous in your business will result in more loyal customers. Have you ever noticed feeling compelled to do something for those who have helped you- even if they haven’t asked you to? That’s the Law of Reciprocity at work. This law says whatever you give, whether it’s money, time or effort… that it comes back to you with a tenfold return.
Brad Cleveland Blog
OCTOBER 26, 2017
How many quality standards should you have? If some are good, are more better? How do you ensure that your quality standards really count? Are there alternatives to quality standards in guiding behavior? These questions and more are explored in the video Ensuring Quality Standards Count from my Lynda.com course Quality Standards in Customer Service.
Verint
OCTOBER 26, 2017
This week Verint highlighted significant advances in automation innovation across its award-winning Customer Engagement™ portfolio, along with plans to launch new automation capabilities later this year. Leading enterprises recognize that the effective adoption and implementation of automation solutions within their customer engagement operations can be game-changing for the enterprise, yielding higher revenue, lower operating costs and greater customer satisfaction.
COPC
OCTOBER 26, 2017
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel strategy.
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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