Thu.Nov 28, 2019

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Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving!

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2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. I found it fascinating, packed with insightful data and factoids that anybody interested in customer experience and customer service will find extremely useful, such as: 72% of consumers would likely switch brands after one bad customer service experience. 68% of consumers experience a long wait time to reach an agent while 64% say they experience difficulty when trying to navigate a co

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Spearline Podcast | Episode 5: Assuring your customers with the highest Quality.

Spearline

In the newest episode of the Podcast series, Josh speaks with Quality Assurance Manager Patrick O’Connor, who tells us about his role and gives an insight into the importance of quality assurance in the customer’s journey. Later in the episode, Kees and Josh bring you more fun facts about Black Friday! And finally, Head of Support, Noel Ryan, joins us in the studio to tell us about the steps Support takes to ensure your customers are always prepared.

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Checking In: JetBlue and Gladly Partnership Improves Customer Service

Fonolo

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. JetBlue is one of the companies that has been actively looking to add value to its customers, using loyalty programs and other means to draw passengers on an international scale. The company recently partnered with Gladly Inc. in an effort to shave time from its customer service call volumes.

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The 2023 Verint Experience Index: Retail

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

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Why Businesses Turn Towards Customer Service Outsourcing

Vcaretec

Businesses in every industry need to provide an exceptional customer experience to potential and existing clients alike. Whether it’s through extensive training of internal staff or via the medium of customer service outsourcing , large scale businesses are focusing on front end services more than ever before. It makes sense why businesses are paying attention to this aspect.

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Full-featured IP PBX Software for Hospitality Industry Improves Collaboration and Guest Satisfaction

Hodusoft

Think of hospitality and what you see is a mix of services. You have hotels at the core with ancillary services like travel and catering plus support services required in the hotel on the one side. Then there are agents sitting in the middle to serve customers even as they liaise with hotels, airlines, railways, buses and taxi operators. Customers are on the other side and they require immediate attention to whatever their current needs may be – from acquiring knowledge to the final checkout and

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UPLIFTING SERVICE nominated for “Best Customer Service Development Program”

Up Your Service

For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world. Thank you for your vote of support! Step 1: Go to [link]. Step 2: Program Name: “UPLIFTING SERVICE: THE PROVEN PATH TO CUSTOMER SERVICE EXCELLENCE” Step 3: Company: “UPLIFTING SERVICE”

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Subscan Transforms Field Operations with Bigchange Mobile Technology

CSM Magazine

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. . The system, which provides a paperless means of planning, managing, scheduling, and tracking mobile operations, has provided Subscan with a 30 percent saving in time and a million-pound growth boost to its business.

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APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

By Philip Chuck, Territory General Manager, Greater China. This year the Hong Kong Call Centre Association (HKCCA) has been celebrating their 20th anniversary. Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry. Creative Virtual was excited to be invited back to participate again by our partner Continuous Technologies International Ltd (CTINT) in the Symposium h

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations

CSM Magazine

Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan. CENTRIC has incorporated Nemesysco core QA7 and Layered Voice Analysis (LVA) technologies in its Deep SEA emotion detection and analysis service.

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Great Holiday Reads for the ‘Future Thinker’ on Your List

Quadient

The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. . They do not find comfort in the status quo. . They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape. For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.

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9 Amazing Call Center Etiquette Tips Bringing Positive Customer Feedback

Dialer 360

Nowadays, customers seek for an interactive and skilled person on call for the problems that they can’t resolve by themselves. Mostly, customers prefer to talk with a cheerful professional who listens to them actively and handle the issue skillfully. So, the call center representatives should be well-equipped with essential call center etiquettes as their bread and butter depend on it.

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Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Up Your Service

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs. You know that you only have so many tries to get it right. The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction.

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The Open CCaaS Advantage Report

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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13 Call Center Innovation Ideas That Will Make Immediate Difference

Dialer 360

Every business needs perpetual up-gradation. So, the maxim that necessity is the mother of the invention becomes truer in case of business processes as well. Particularly, call center innovation ideas to play an important role in determining the fate of leads and prospects in the contact centers industry. On the other hand, if you want to make an impact in the industry, you must realign with the market trends as soon as possible because a stitch on time saves nine.