InTheChat
MARCH 26, 2019
Social customer service isn’t just a nice-to-have anymore, it’s a must-have. As smartphones continue to change the way we live our lives, consumer expectations for social media customer service continue to evolve. Even just a couple of years. The post Important etiquette tips for customer service on social, live chat and email appeared first on InTheChat.
Taylor Reach Group
MARCH 26, 2019
By Turaj Seyrafiaan. In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization still struggle with the basic definition and measurements of FCR and we all know that if you cannot measure it, you cannot improve it!
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Fonolo
MARCH 26, 2019
While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.
ShepHyken
MARCH 26, 2019
From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.
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CX Global Media
MARCH 26, 2019
For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small. But for one contact center that implemented virtual agents, their call handle times quadrupled!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
MARCH 26, 2019
Innovations in Blending Human and Artificial Intelligence The National Innovation Awards (the Nationals) recognize business technology innovations and their impact on customer experience, employee engagement, operations performance, product creation and profitable growth. Concentrix won in the category of “Innovations in Blending Human and Artificial Intelligence” for a partnership with Unbabel to create an industry-disrupting hybrid multi language solution.
Nicereply
MARCH 26, 2019
Well written bug reports, prevent endless back-and-forth between two frustrated people and create a clear path forward. Bug reports are a universal language. Unfortunately, not everyone is fluent. Whether you’re a customer trying to get help or an agent working in technical support, it’s critical to write a great bug report to get the issue fixed quickly.
Transparent BPO
MARCH 26, 2019
The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. The report’s findings are as follows: Reshoring Taking Center Stage The demand […] The post Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says appeared first
24-7 InTouch
MARCH 26, 2019
The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and build loyalty, but it also demonstrates the value of a well executed contact center partner.
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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
Voiance
MARCH 26, 2019
Are your agents using multilingual support, including phone interpretation, in the most effective way possible? This is a question many contact center leaders - despite having made the investment in granting their agents access to interpreters - have yet to ask.
OrecX
MARCH 26, 2019
Outbound sales and marketing campaigns today leverage just about every communication channel when it comes to connecting with customers and prospects - email, voice, SMS, chat, social media, etc. Employing an omni-channel communication strategy helps organizations reach target buyers more effectively, by covering all bases - so to speak. One thing remains clear, however, and that is that voice is still king.
Totango
MARCH 26, 2019
In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. Now, drones can deliver items purchased on Amazon to your door. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen.
Nuance
MARCH 26, 2019
Low carb, South Beach, Atkins, paleo, and keto. Say them fast enough and it feels like you are singing the classic Billy Joel song “We Didn’t Start the Fire”. What do they have in common? They are all variations of the same type of diet that focuses on low or no carbs and higher fat […] The post Keto or Atkins? IVR or Voice bots? appeared first on What’s next.
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.
SharpenCX
MARCH 26, 2019
Let’s talk about all things Enterprise Connect Orlando 2019. From countless speaking sessions to late nights in the expo hall, last week we invested three-and-a-half days to a conference filled with gripping conversations on topics like digital transformation, customer engagement, Read More. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.
NICE inContact
MARCH 26, 2019
Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others.
Advantage Communications
MARCH 26, 2019
No matter the size of your business, what industry you serve, and whether you sell a product or service, your customer reputation relies heavily on delivering exceptional customer service that delights your clients. Unfortunately, most businesses simply do not possess the resources, time, money or know-how to do this successfully. This is why outsourcing your customer service to a contact center can revolutionize your business.
Aspect
MARCH 26, 2019
Flexible working has become a fixture of the professional world. Flexible and short-term working arrangements have proven popular amongst staff in many industries, and shift scheduling has moved on from a ‘top down’ command-type arrangement into a two-way conversation between managers and employees. The emerging generation of customer service agents has certainly caught onto its benefits.
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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.
SharpenCX
MARCH 26, 2019
Let’s talk about all things Enterprise Connect Orlando 2019. From countless speaking sessions to late nights in the expo hall, last week we invested three-and-a-half days to a conference filled with gripping conversations on topics like digital transformation, customer engagement, Read More. The post Your EC19 Wrap-Up: What to Take Back to the Office from Enterprise Connect appeared first on Sharpen Contact Center Software.
Jon Arnold
MARCH 26, 2019
If you don’t know, I publish a monthly newsletter - you can subscribe here - and a regular feature is a podcast segment I do with long-time industry colleague, Chris Fine. We’re getting the hang of doing these now, and to give our podcasts more exposure, I’m sharing them here a few weeks after the newsletter runs. This time around, Chris and I touched on several aspects of AI that are finding their way into the workplace, along with his thoughts on the Team WX conference, and mine on the Cisco C
Guru
MARCH 26, 2019
As Guru’s Risk and Compliance Officer, I spend time on the housekeeping of our posted standards and controls (security stuff we need to do), but I also keep an eye on how automation and knowledge management can enable “tactical security.” The industry term for this practice is “Security Orchestration, Automation and Response” ( SOAR ), but on its own, automation doesn’t always render successful outcomes.
Interaction Metrics
MARCH 26, 2019
For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.
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!
Revation Systems
MARCH 26, 2019
Over the last five years, the rise of smartphones and mobile devices has ushered in an era of daily digital banking transactions. From using a mobile app for depositing a check to immediately transferring funds between accounts, it’s no wonder that today’s consumers have come to expect around-the-clock access to routine banking tasks. Artificial intelligence (AI) is sure to be the next big player in furthering the banking industry’s digital evolution — reshaping the way in which banks and credit
Interaction Metrics
MARCH 26, 2019
For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.
Kristina Evey
MARCH 26, 2019
Customer Experience deliverables separate from traditional ROI Clarity and alignment of your desired Culture and Core Values A unified front … Read More Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs. The post Episode 44 – What You GET From Your Customer Experience Focus – Different ROIs appeared first on Kristina Evey.
Nuance
MARCH 26, 2019
There isn’t a day that goes by that I’m not reading about how one industry or another is being transformed by new technologies. While many organizations are researching or tapping into new digital tools, there are still countless others who have yet to embrace them, especially within areas of their business with large investments of […] The post Embracing digital tools to remain competitive appeared first on What’s next.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Strikedeck
MARCH 26, 2019
Joseph shared how to hire a good CS leader, and what to look for during the process.
ConvergeOne
MARCH 26, 2019
In order to thrive in the coming years, most businesses must undergo digital transformation. According to Gartner , 67% of business leaders believe that in order to remain competitive, their organization will have to undergo significant digitalization by 2020. With digital initiatives serving as the top priority for 2019 according to Gartner's CIO Agenda 2019 , it sounds like many organizations are already in the midst of successful digital transformation, right?
LiveVox
MARCH 26, 2019
In a recent survey of 150+ credit union leaders, increasing member wait times was noted as the top member engagement challenge while SMS and website chat were selected as the most desirable new digital challenges. In this blog we’ll explore how the most desired new channels can be used to solve for the most prevailing. The post 3 Strategies to Reduce Member Wait Times with Website Chat and SMS for Credit Unions appeared first on Livevox.
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