Thu.Nov 28, 2019

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.

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! Featured call center contact center

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.

B2C 52

Achieving better business outcomes with Call Journey and contactSPACE

Call Journey

Two of the top Australian-born contact centre solutions’ providers, Call Journey and contactSPACE, partner up to deliver advanced Conversation Analytics technology to help businesses develop a more holistic view of their company, mine actionable insights, and stay ahead of the curve.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

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. .

More Trending

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.

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.

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.

voip 52

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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.

40

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.

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.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.