Contact Center Pipeline
OCTOBER 25, 2017
I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. I am […].
ShepHyken
OCTOBER 25, 2017
I was out to lunch with a colleague at one of our local St. Louis restaurants. Rico was our waiter and was taking great care of us. First came the bread and butter. He then took our drink order. He came back with our drinks and asked if we were ready to order lunch. We were. My friend ordered a Caesar salad with chicken. Rico asked my friend if he wanted the croutons left off the salad.
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Beyond Philosophy
OCTOBER 25, 2017
As customers, each of us is under the influence all the time. Are we drunk? High? No and no. We are under the influence of our emotions, whether we are aware of it or not. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. Dr. Ronald Milliman, the retired professor of Marketing at Western Kentucky University, shared an excellent example of this concept in action in a recent Freakonomics podcast rebroadcast.
Comm100
OCTOBER 25, 2017
Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around
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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.
Fonolo
OCTOBER 25, 2017
As a customer, you have more options than ever when you want to contact a company. Non-voice channels such as email, chat, SMS and social media have been steadily growing in popularity. It’s natural to imagine that the plain ole’ phone call is past its prime, and declining in importance. While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Service Life
OCTOBER 25, 2017
In Episode #34 we welcome our good friend, Sean Hawkins. He’s the Director of Contact Center and Customer Service at Framework Homeownership. Be sure to connect with Sean on LinkedIn , Twitter , and read his blog. Join us as we talk about some of our quirks that make us annoying roommates. We also share some practical ways to keep agents and employees engaged.
GetFeedback
OCTOBER 25, 2017
Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.
Kayako
OCTOBER 25, 2017
Live chat plays a significant role in your support model yet most live chat experiences still end in frustration! That’s because businesses are failing to focus on the right business objectives. The importance of live chat can’t be underestimated. Deliver live chat incorrectly and you will put customers off using your business: . 83% of consumers report they’ve given up on a live chat session due to frustration. 56% of consumers could not recall a positive live chat experience – ever.
Influitive
OCTOBER 25, 2017
By now, you’ve probably heard the news: the role of the CMO is changing. Gone are the Mad Men-style days when the CMO’s main job was to create flashy ad campaigns. It now requires a range of skills, including: Strategic thinking Organizational alignment to deliver better customer experiences Data-driven decision-making This shift has also changed.
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.
Branch Mesenger
OCTOBER 25, 2017
In the last few years, technology giants and internet companies have made big strides in becoming more transparent. Buffer shared salary details and employee demographics. In a bid to compete for consumer trust, others have used storytelling techniques and design cues to closely connect themselves to present and future users. Even Facebook has ventured into worlds formerly untapped.
GetFeedback
OCTOBER 25, 2017
Salesforce Admins play a critical business role, but they often fly below the radar. We asked two MVPs to tell us what makes an Awesome Admin awesome.
Eptica
OCTOBER 25, 2017
Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. At a time when competition is ever-increasing, the experience that consumers receive is central to attracting and retaining their business, and therefore to the company bottom line.
Avaya
OCTOBER 25, 2017
Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. Research, however, suggests this will fail to become a reality. We can’t help but agree. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. As an industry slated to experience more disruption in the next 10 years than the last few centuries, there’s no denying that banking is radically changing.
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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.
CustomerServ
OCTOBER 25, 2017
The call center industry has been growing and evolving for the past few decades. Have you ever wondered just how many call centers and outsourcing providers there are worldwide? It’s a question that we’re often asked, but it’s difficult to answer. The truth is, it’s complicated.
8x8
OCTOBER 25, 2017
We’ve all experienced the pain first hand. All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), you’d quickly realize it’s no mystery why this pain exists.
The Center for Client Retention
OCTOBER 25, 2017
In this highly competitive business economy, only those companies that place customer service as a high priority on their agenda will continue to thrive, survive, and drive growth. #DeepCXThoughts.
DMG Consulting
OCTOBER 25, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Email This field is for validation purposes and should be left unchanged. Close. Contact Center KPIs: Less is More. 9/15/2017.
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!
5CA
OCTOBER 25, 2017
Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals. But have you ever given any thought about your customer service department's mission?
COPC
OCTOBER 25, 2017
Part Two: W hat channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are offering those channels, and what their long-term channel strategy should be. Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel st
Noble Systems
OCTOBER 25, 2017
On October 25th at the Annual CallMiner LISTEN2017 User Conference, Fidotrack Gamification, the award-winning employee engagement platform for Collections, Sales and Customer Support Organizations announced their latest release; a Gamified Learning Management System. Brett Brosseau, CEO of Fidotrack says “the opportunity to integrate a Gamified Learning Management System within a Call Center’s technology ecosystem is huge.
AnswerConnect
OCTOBER 25, 2017
We’re looking forward to the HomeVestors of America, Inc. Annual Convention, coming up from June 12 to June 16 at. Continue Reading → The post Calling All HomeVestors appeared first on AnswerConnect Blog.
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.
Clarabridge
OCTOBER 25, 2017
One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures and products. Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making.
CX Journey
OCTOBER 25, 2017
Image courtesy of Pixabay When it comes to a customer experience transformation, is there a burning platform in your business? Or is everyone happy with the way things are? No need to change how you do business? How leaders conduct themselves? How your people are treated? I've been writing a bit about complacency in business lately, including my last post from two weeks ago, Complacency or Innovation: You Decide.
5CA
OCTOBER 25, 2017
Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals.
Verint
OCTOBER 25, 2017
For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the “Twin Ports” of Wisconsin and Minnesota. NBC relied on an analog video system to help enhance security and reduce fraud, and had multiple third-party systems in place. In order to enhance its current network and bring the bank into the next evolution of technology infrastructure, NBC selected Verint’s end-to-end IP video solution—including intelligent edge devices, camera
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.
Uniphore
OCTOBER 25, 2017
As customers have more brands to choose from than ever, the businesses that win the battle of the customer service wins the game. In today’s world, more and more brands are chosen based on whether customer experience matches their rising customer centric expectations, and customer service plays the most critical role in creating that experience. It’s no surprise then that the top trends in customer service heading into 2018 all have one thing in common, the customer themselves.
Talkdesk
OCTOBER 25, 2017
New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. San Francisco, Calif. – October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. In the first half of its fiscal year, the company achieved exceptional growth in new customer wins in the U.S. and Europe and attracted top-tier talent from competitors.
Aspect
OCTOBER 25, 2017
In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion. Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., now has only 10 franchise-owned stores remaining in operation in the U.S.: six in Alaska, three in Oregon, and one in Texas.
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