ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken. When the topic of customer service comes up, the most common associations aren’t typically positive ones.

Customer Service 209

Customer Service Customer centricity Enterprise Personalization 209

Aria Solutions

OCTOBER 27, 2017

In Shifting the Paradigm of Contact Center Interaction Tracking , we spoke of a paradigm shift that needs to be considered in standard contact center metrics. For the sake of all great social experiences, let’s revisit one of the most common and basic measures of contact center success – the service level. Relying on service level to measure customer satisfaction.

Service level 75

Service level Metrics Contact Center Surveys 75

Aspect

OCTOBER 27, 2017

Earlier this year, Florence was nothing more than a hobbyist’s development project, and the chatbot was used as a simple symptom checker. Just months later, Florence has evolved into an automated personal health assistant that helps more than 2,000 people every day with the ability to offer compliance reminders, provide additional medication facts, and even explain what to do in the event that a user misses a dose.

Chatbots 72

Chatbots Healthcare Personalization Management 72

Jon Arnold

OCTOBER 27, 2017

It's been quite a week, starting with BroadSoft Connections in Phoenix, then MoNage in Boston. Been a big blur, but am back now, and along the way, I managed to write up my thoughts about the big news that dropped just ahead of the BroadSoft event about being acquired by Cisco. I hope the title of my post piques your interest, and if you read my latest analysis for UCStrategies (now branded as BC Strategies), the answer will emerge, along with many other thoughts that I think help explain what's

Management 45

Management 45

Advertisement

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.

Talkdesk

OCTOBER 27, 2017

We’re excited to announce our most recent AppConnect Partner Spotlight: TalkIQ. TalkIQ captures what customers are saying and feeling with real-time insights and trends that let you manage your business through stronger customer engagement, increased sales, reduced churn and better products. TalkIQ is available now on AppConnect. TalkIQ has four main features that allow the solution to deliver best-in-class insights from conversations through AI and speech recognition: Easily access the metrics

Coaching 41

Coaching Analytics Contact Center Self service 41

Altitude

OCTOBER 27, 2017

T he European General Data Protection Regulation (GDPR) takes effect on May 25, 2018, and it aims to create a stronger, harmonized data protection legal framework throughout the European Union, with the aim of giving citizens more control over their personal data, while imposing strict rules on companies who host and process this data.

Personalization 40

Personalization CCNG Contact Center 40

CSM Magazine

OCTOBER 27, 2017

A great place to start improving your management skills is by developing the ability to empathize with others. Many years ago I worked in an organisation that was very task focused (to say the least). Whenever we tried to introduce some training or new processes that weren’t task related (e.g. interpersonal skills or management skills training, communication strategies) they would be dismissed by the majority of the workforce with the mantra ‘it’s too fluffy’ I guess, at

Management 40

Management Analytics Consulting Consulting 40

LiveChat

OCTOBER 27, 2017

Some time ago, we decided that it’s time to start to accept guest post contributions. It sounded like the best idea ever! Through the eyes of imagination, I saw our blog flooded with great posts all these great content writers would send us! I saw tons of valuable content enriching our blog, happy readers benefiting from the knowledge we share, what could possibly go wrong?

Marketing 45

Marketing Sales Personalization Engineering 45

Dialer 360

OCTOBER 27, 2017

To communicate the customers through an easy way and in fast speed can only be done by dialers. There is a long list of dialers which play a vital role in the industry of call centers and let the agents to communicate more customers in less time. Dialers are the invention of modern technology and they are much faster and reliable than the past dialing systems.

Advertising 20

Advertising Call Center Feedback Marketing 20

Advertisement

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

Surveys

Influitive

OCTOBER 27, 2017

Businesses today are increasingly faced with a new reality. One where social proof trumps glossy case studies and image-rich company websites. One where what we say matters less and less—and what they say about us matters more and more. The burden of social proof, while generated “out there,” is very much the responsibility of the.

Marketing 45

Marketing Customer advocacy B2B Customer Experience 45

Dialer 360

OCTOBER 27, 2017

Cloud contact center business is an evolution in the market according to the needs of the modern technology. Usually, a cloud base system is adapted and can be scaled according to the size of the organization. It is not limited to one place, it can use for any type of computer. On-premises software is often abbreviated as on-perm software and also called “on-premises” software.

Cloud contact 20

Cloud contact SaaS Enterprise Contact Center 20

Dialer 360

OCTOBER 27, 2017

Call centers automatically dial the calls to reach the customers, is done through dialers. Through it call center agents select their calls strategically to communicate with customers. The productivity of a call center depends upon the number of calls meet by the agents per day. There are several types of dialers in the market, top of them are as under: Predictive Dialer.

Call Center 20

Call Center Contact Center Personalization Sales 20