Injixo
NOVEMBER 28, 2018
Busy times like the holiday season are a critical time of year for contact centers. One mistake can have devastating effects on service levels and ultimately on your customer experience. In this article you’ll learn which mistakes to avoid if you want to achieve your service level.
Contact Center Pipeline
NOVEMBER 28, 2018
The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level being the main difference. That is because, regardless of the industry, the size of the call center or the office locale, workforce managers share the same typical experience set. We have […].
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ChaseData
NOVEMBER 28, 2018
For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success.
ShepHyken
NOVEMBER 28, 2018
In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Return Customer
NOVEMBER 28, 2018
Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
NOVEMBER 28, 2018
[ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends.
Mindtouch
NOVEMBER 28, 2018
The MindTouch team is continuously working to improve our product and, by extension, your customers’ experience. And we are listening! Your feedback helps us create a product that enables you to deliver effortless customer self-service and timely agent assistance. The Winter ’18 launch includes four new features that improve accessibility, navigation, and security.
Fonolo
NOVEMBER 28, 2018
Some quick history: 10 years ago, I attended a conference called Emerging Communications (eComm). It was an eccentric and inspiring collection of people focussed on the next chapter of voice and telecom technology. (It came on the heels of the “Voice 2.0” movement but with a broader vision.) The shared vision there was that a wave of innovation was coming because communication functionality would soon be as easy to access as web functionality (I’ll circle back to “the vision” at the end of this
Eptica
NOVEMBER 28, 2018
Date: Wednesday, November 28, 2018 Author: Pascal Gauvrit - CTO Can your customers trust you? GDPR and CX - six months on. Published on: November 28, 2018. Author: Pascal Gauvrit - CTO It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. The legislation transformed how organizations collect, store, protect and use personal data, both of customers and employees.
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.
AskNicely
NOVEMBER 28, 2018
NPS Benchmarks are increasingly of interest. However, it’s not just about “what is a good NPS score?” Advanced NPS users know the most value is had by taking the score out of the boardroom and straight to the frontline staff. So, what does that winning process unlock for them? New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth.
Satrix Solutions
NOVEMBER 28, 2018
Throughout the buyer’s journey, business leaders are vetting your company by seeking validation from peers they trust. They are combing through review sites. They are soliciting recommendations on LinkedIn. And, they are asking for feedback during networking events. What do your customers share about their experiences with your company? The numbers speak for themselves: 84% of B2B buyers are now starting the purchasing process with a referral.
SharpenCX
NOVEMBER 28, 2018
Pop quiz: Don’t you wish you could spend more time in meetings? Answer: Don’t be ridiculous. Between scheduling (and rescheduling – thanks WFM), prepping, aligning, presenting, emailing, following up, and (on occasion) cursing them, you’re spending a ton of time. Read More. The post 6 Tips to Make 1:1s More Productive in Your Contact Center appeared first on Sharpen Contact Center Software.
CafeX
NOVEMBER 28, 2018
This non-visual ingredient has helped drive Fortnite's runaway success by enabling highly interactive shared experiences that transform strangers into a community of friends.
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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.
Call Experts
NOVEMBER 28, 2018
The rapid adoption of AI around the world has profoundly influenced businesses. Why? To reduce risk and improve client/employee management process. Organizations have also discovered the benefits of AI capabilities in product development and service operation management. AI can transform businesses with advanced digital systems and cognitive functions.
CallSource Insights
NOVEMBER 28, 2018
With the combination of a Vanity number plus the radio, your ad will be unstoppable. If you want your phone to ring more , there’s no question that a good Vanity number can accomplish that. Studies have shown that using a memorable phone number in your marketing ups your call volume dramatically, driving on average over 30% more calls to your business than using a regular phone number.
Bright Pattern
NOVEMBER 28, 2018
Earlier this month I talked on the challenges of AI and bots and provided my top two tips for how to win with AI and bots in your contact center operations. Today, I am going to share three more tips to create a winning strategy.
NICE inContact
NOVEMBER 28, 2018
Frustration, discontentment and dissatisfaction are frequent drivers of angry call center customers. Coaching your contact center agents on how to navigate calls from angry customers will decrease call handle times, improve productivity and elevate the customer experience. Here are a few tips for helping your agents deal with these tense situations: .
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!
delighted
NOVEMBER 28, 2018
Great companies continually strive to deliver more perfect customer experiences. This starts by better understanding the experience of each individual customer. Gaining the insight you need to deeply understand your customers and appropriately take action comes down to the questions you ask and how you ask them. Delighted’s mission is to empower companies to achieve these goals.
NICE inContact
NOVEMBER 28, 2018
This is not some get rich quick scheme. If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe it’s high agent turnover or absenteeism. Maybe its call volumes that exceed contact center capacity. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements.
Nuance
NOVEMBER 28, 2018
Unstructured and Insecure Unstructured data is an easy target for data breaches because just about every data breach that’s ever occurred starts with information left somewhere unencrypted and without password protection. And it’s lucrative for cybercriminals to get their hands on—it may contain customer information, patient records, financial loan packets, or insurance claim records.
Maru Group
NOVEMBER 28, 2018
This year’s Black Friday did little to help already struggling shopping centres and high streets as shoppers surged online to look for bargains. Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% year on year. It all leads us to suggest that – as predicted – many consumers headed online.
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.
Up Your Service
NOVEMBER 28, 2018
Revolutions change what is possible and how we live together. We live today in The Fourth Industrial Revolution ; the historic transformation of power from steam, to electricity, to computers, to the global convergence of data, devices, access, and analytics. While industrial revolutions are driven by technology, a Fourth Humanitarian Revolution is now being driven by necessity.
C Space
NOVEMBER 28, 2018
Here today, gone tomorrow? We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it. Tweet. Elizabeth Caffrey.
Maru Group
NOVEMBER 28, 2018
This year’s Black Friday did little to help already struggling shopping centres and high streets as shoppers surged online to look for bargains. Early indicators suggest that Black Friday bought an estimated £7billion cash injection into the UK retail market, yet results show that footfall was down 5.4% and in-store spending declined by 7% year on year.
Merchants
NOVEMBER 28, 2018
As one of the top 3 trends in CX, Robotics and AI can boost productivity, reduce costs and improve service. As organisations seek to harness its benefits, they’ll need to prove the business case for automation and address the risks. Read how. The post AI and robotics: today’s face of CX appeared first on Business Process Outsourcing Services | Merchants.
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.
Talkdesk
NOVEMBER 28, 2018
It’s the most wonderful time of the year filled with food, families and shopping. Black Friday kicked off the busy shopping season, which will last through December. If you work in a contact center, the holiday season usually means increased calls. And for retail businesses, this is the most important time of the year. Retail contact centers face unique challenges including the ability to scale up and down quickly to meet customer demand.
bold360 Blog
NOVEMBER 28, 2018
Service that succeeds in meeting the baseline expectations of your customers– what I call satisfactory customer service–consists of four elements. Customers tend to be satisfied with a business if they receive, consistently, A defect-free product or service. (I define defect-free here as designed to perform correctly within reasonably foreseeable circumstances.).
Playvox
NOVEMBER 28, 2018
Quality assurance has the power to transform your call center’s performance and maximize customer satisfaction, but how?
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