Beyond Philosophy
JULY 16, 2019
I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.
ShepHyken
JULY 16, 2019
“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer! What is the Question? The Interview with Cameron Mitchell: Be goal-oriented.
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Contact Center Pipeline
JULY 16, 2019
When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT). That’s because all of the forecasting and scheduling and planning done by anyone in a WMT is useless if no one actually follows the […].
Myra Golden Media
JULY 16, 2019
After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers. 1.
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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.
Transparent BPO
JULY 16, 2019
The following is a testimonial from Tony Menchaca , formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy. However, I found it hard to make the economics work using domestic providers. The quality was good, but the cost was just too high, which led me to look offshore to find a solution.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Pipkins
JULY 16, 2019
A “Fly-By-Night” for over 35 Years. We’ve been a fly-by-night for over 35 years. The little company that could, and does, for over 35 years is turning 36 this summer. Still under the same founder, still made in America, still used throughout the world, and still evolving to provide the best WFM system — ever. We serve some of the largest businesses with our products as well as some of the smallest.
BlueOcean
JULY 16, 2019
Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – check out our top 10 reasons to outsource your contact center to Canada. 1. Your dollar will stretch further.
DMG Consulting
JULY 16, 2019
The Advantages of Analytics-Enabled Quality Management. For most of the past 40 years, contact centers have performed quality management (QM) the same way. Calls are identified for evaluation from recordings, and then a QM specialist listens, assesses and completes a monitoring form for each of them. While traditional QM applications have been enhanced over the years, the QM process remains highly manual, even in the best of cases.
Totango
JULY 16, 2019
The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.
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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
JULY 16, 2019
Providing quality business and government services often requires interacting with the private information of customers and constituents. Private and public organizations alike must take active measures to make sure that data stays secure—and to vet potential vendors to make sure they do the same.
SharpenCX
JULY 16, 2019
In 2020, 75% of contact centers will still fail to meet customer expectations. Putting old customer service strategies on repeat means also pressing repeat on the past 25 years of stalled CSAT scores. For more than two decades, CSAT scores. Read More. The post You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap] appeared first on Sharpen Contact Center Software.
Etech GS
JULY 16, 2019
Every good business leader knows there will always be times when risk-taking is beneficial to your organization. We have all heard the adage, “The Greater the Risk, The Greater the Reward”. However, when it comes to regulatory compliance in the contact center industry, taking risks should never be considered as an option. Adhering to the Payment Card Industry Data Security Standard (PCI DSS) is one of the most important ways to operate your business with integrity.
Genroe
JULY 16, 2019
What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about. So, make your business, and […]. The post Easy Steps to Optimise your Homepage for Lead Conversion appeared first on Genroe.
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.
Integra
JULY 16, 2019
As promises are made not be broken, in this post we will continue talking about dialers, specifically about the Power and Predictive dialers. . Power Dialer. Power dialers are the most traditional type of dialer and the most commonly used. A power dialer works around the idea of “Overdial” what this means is the system will make more calls then you have agents available.
Toister Performance Solutions
JULY 16, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service often involves solving problems we didn't create. Our colleagues make mistakes. A defective product, a late shipment, or a billing error can all send fuming customers in our direction.
NICE inContact
JULY 16, 2019
We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear.
Nuance
JULY 16, 2019
I recently came across an article about the growing use of mobile solutions, such as smartphones and cloud-sharing apps, and how they are changing the corporate landscape. The ability to stay connected and access and share data in real-time is exciting to us and builds on our long-term vision of designing powerful solutions to improve […] The post The smart move towards enterprise mobility appeared first on What’s next.
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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.
UJET
JULY 16, 2019
UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.
Guru
JULY 16, 2019
This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here.
Chip Bell
JULY 16, 2019
My wife is an educator; actually, she is a graduate school professor of educational leadership. She recently mentioned a powerful quote by revered educator, author and speaker Nicholas Ferroni that got me thinking about customers. But, then, just about everything gets me thinking that way. “Students who are loved at home come to school to learn. Students who aren’t…come to school to be loved.
Totango
JULY 16, 2019
The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years.
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!
Strategic Contact
JULY 16, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Because AI is a hot topic, we focused particular attention on this widely hyped enabling technology. We asked people to weigh in on what impact they think AI will have on contact centers in the next.
Branch Mesenger
JULY 16, 2019
Nearly 80 percent of hourly workers experience some degree of pay variance from week to week and 75 percent have less than $500 saved for an emergency. We understand that an unexpected emergency or bill timing can derail finances. That's why we’re proud to partner with Mastercard , Evolve Bank & Trust , and TabaPay to ensure that hourly workers can get earned wages instantly to manage income volatility and meet their financial needs.
Working Solutions
JULY 16, 2019
In an article posted on Contact Center World, April Wiita, vice president of Program Success at Working Solutions, shares her advice for on-demand contact center operations during the current hurricane season. Wiita has led customer service teams through dozens of storms, from hurricanes to nor’easters, for many clients in recent years. In “Brace Yourself – […].
Sampson Lee
JULY 16, 2019
Recently I read the article by Bob Thompson, CEO of CustomerThink Corp., Could a “Customer Success” Mindset Save the CX Industry? In it, Thompson points to Forrester’s CX research that demonstrates there is “widespread stagnation” in customer experience levels, while CustomerThink’s own study found just 25% of CX initiatives claim quantifiable business value or competitive […].
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
ConvergeOne
JULY 16, 2019
Gone are the days when the IT department was relegated to the bottom floor of an office to perform tasks that few in the organization understood. IT professionals today are the innovators, troubleshooters, cyber security watchdogs, data masters, and business process experts of the organization. The role of IT has become more critical and complex even as budgets have become compressed.
ForeSee
JULY 16, 2019
By Ryan Hollenbeck, Senior VP, Verint. This post was originally published at the Forbes Communications Council. Successful brands often have something in common: They exceed customer expectations.
Ameyo
JULY 16, 2019
The landscape of contact center technologies has changed over decades and with customers becoming more informed and tech-savvy, the face of customer service demands more than just a query resolution over a call. Africa is not far behind in the adoption of technological transformation. Ameyo’s Conversations’19 launched in Africa was an exemplary event where industry … Conversations’19: First Global Series in Africa Leg Read More » The post Conversations’19: First Global Series in Afri
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