CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. (Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 239

Customer Service Customer centricity Education Marketing 239

CX Global Media

DECEMBER 31, 2018

As 2018 draws to a close and you reflect on the year, I want to express my deepest gratitude for YOU – the friends and supporters of Call Center Coach. I am grateful that, because of you, Call Center Coach is the most sought-after place where existing and emerging contact center supervisors can – in a modern way connect with peers, mentors and a modern learning environment in order to improve their lives and the lives of those they serve.

Coaching 120

Coaching Contact Center Call Center 120

VocalCom

DECEMBER 31, 2018

For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are six qualities every agent should have to deliver the kind of service that makes customers love you for life.

Customer Service 97

Customer Service Contact center software Contact Center CRM 97

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Ameyo

DECEMBER 31, 2018

Bad customer service experiences tend to stay with you for long and leaves a negative impression of the brand which affects your next decision like whether to interact with that brand in future. I had a similar experience while shopping online for gifts this Christmas season. To ensure that all the gifts reach on time […]. The post What Is An IVR and Why Businesses Need Smart IVR System appeared first on Ameyo.

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Interactive Voice Response Customer Service 61

Topdown

DECEMBER 31, 2018

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 1 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects.

Customer Experience 48

Customer Experience 48

Talkdesk

DECEMBER 31, 2018

Here at Talkdesk, we’ve decided to take a moment to reflect back on 2018 as we’re about to enter a new year. The contact center industry continued to grow and evolve in exciting ways and the conversation around making the customer experience a focal point increased with powerful momentum. There were many great ideas shared through blogs, conference sessions, webinars and more.

Contact Center 46

Contact Center Customer Experience Call Center 46

Topdown

DECEMBER 31, 2018

Earlier this year, Topdown engaged the independent service organization Frazier & Deeter LLC to conduct an AICPA System and Organization Controls for Service Organizations (SOC 2) Type 2 audit on our processes, procedures and products. On December 14, 2018, they issued a report of its findings. We are very excited to announce that the analysis—which thoroughly documents the controls Topdown uses to safeguard our customers' data—uncovered zero defects.

Customer Experience 48

Customer Experience 48

Jon Arnold

DECEMBER 31, 2018

As 2018 closes out, my writing output has eased up a bit, but things will certainly be picking up in January. Here’s a digest of my December writing, and if you like what you see, I’d enjoy hearing from you. There will be plenty more to write about in 2019, so I hope you keep following me here. Two Key Use Cases of Blockchain in Communications , TechTarget, Dec. 26 What are Speech Technology Applications Beyond Contact Centers?

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Contact Center Technology 45

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.

Customer Experience

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

inSided

DECEMBER 31, 2018

Amazingly, it’s that time of the year again already—time to reflect on what happened in 2018 and what we’re looking forward to for the coming twelve months. At inSided we achieved so much in 2018 and to say we’re excited for what 2019 has to offer would be an understatement. bring it on!

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Integrity Solutions

DECEMBER 31, 2018

Here is some of our ‘Best of 2018’ content that can help fuel thoughts, discussions and strategies to make 2019 your best year yet. By Will Milano At Integrity Solutions we remain committed to providing insights and perspectives to our clients and partners they can apply on the job- immediately- that can help change the way they sell, coach, and lead.

Coaching 48

Coaching Sales Management Employee engagement 48

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. This gives everyone a chance to catch up on our best posts that they may have missed. This year has been a particularly successful year for C3Centricity, with many of our newest post getting the top scores globally.

Journey mapping 83

Journey mapping Marketing Personalization Surveys 83

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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.

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