Wed.Nov 13, 2019

How AI Can Make the Holidays Bright

Contact Center Pipeline

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party. New technologies powered by artificial intelligence (AI) can change […].

Preparing Contact Centres for the Impact of AI

Creative Virtual

By Mandy Reed, Global Head of Marketing. It’s that time of year when shopping centres are transforming into Christmas Wonderlands, children start to worry about being on the Naughty List, and industry analysts make their predictions for the impending new year. It’s only natural to want to know what the future holds – whether it be what you’ll find in your stocking on Christmas morning or what challenges and changes your business will face in the coming year.

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What is Two-way SMS Messaging and Why do 64% of your Customers Want It?


An Introduction to Two-Way SMS for Contact Centers A two-way SMS platform is one that incorporates outbound and inbound text messaging into a unified service. SMS is one of the fastest-growing channels for business communication. And it’s no surprise as SMS engagement and costs outperform the more traditional phone and email. Here are a few. The post What is Two-way SMS Messaging and Why do 64% of your Customers Want It? appeared first on Livevox. SMS Messaging

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner


What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected


It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. It was noticed. It was a differentiator. I started my speaking business in the 1980s. I know, I look much younger than I actually am, but it really was that long ago. Back then, the rock star company that was known for customer service was IBM.

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Panviva’s Top CX Influencers

Peter Lavers

International recognition as a top influencer / expert in the field of Customer Experience (CX) is not something that WCL Customer Management founder Peter Lavers has actively sought, but it is very much appreciated as it’s independent recognition of his thought leadership and passion for driving the customer centric agenda in business. Cloud Knowledge Management specialists Panviva have again named Peter in their list of top 25 CX professionals to follow.

Is Machine Learning The Future Of eLearning?

Joe Rawlinson

Machine learning is shaping the e-learning space today. Before we get started, let’s understand: what exactly is machine learning? Is it similar to AI? It’s a subset of AI and the two are closely related but each of them performs a different task. Machine Learning builds algorithms and selects models designed to provide the desired outcome. It recognizes patterns to deliver pre-defined results.

Why my values led me to Talkdesk


I can hardly contain my excitement because this week I joined Talkdesk as chief marketing officer (CMO). Colleagues and friends asked why I left my senior vice president (SVP) position at Salesforce, a 20-year-old innovative company, for a younger, smaller company that doesn’t (yet) have towers around the world. I tell them the truth—my values brought me here. My three primary values are family, impact and joy.

Should your contact center be best practice?

Taylor Reach Group

By Colin Taylor. We constantly hear about “best practices,” and these are held up as the shining examples of what the best organizations do. The desire for us to want our organization or contact center to be “the best” can be a heady goal and many blindly start down the road to get their organization to be a “best practices” organization. But is this the best approach for your contact center, your staff, or your organization?

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Setting Up a Home Office for Remote Work


Whether you plan to telecommute during the holidays or your full-time job is remote, setting up a home office for remote work can be a challenging endeavor. Which computer do you use? Do you need a smartphone for daily tasks? Is your setup portable for work from home and the coffee shop? VirtualPBX COO Lon Baker has refined his workstation to keep him productive at home and on the go, both inside the VirtualPBX Phone System and outside to other digital mainstays like Slack and Google Docs.

The Perfect Net Promoter® Survey Design


“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course famous for being that one number and this fame has lead some people to think that you only need one question in your Net Promoter Survey. Unfortunately that doesn’t […]. The post The Perfect Net Promoter® Survey Design appeared first on Genroe. Net Promoter Score Survey Questions Net Promoter Score

Expivia Leverages Workforce Intelligence to Gain Visibility of Their Contact Center Operations

NICE inContact

Chats, inbound calls, email and SMS lead the pack of channels across the contact center that generate enormous sets of data. That data can be leveraged by contact center managers who are looking to make substantive improvements to the daily contact center operations. It was just 5 or 6 years ago that the ability to

Congratulations to the 2019 Customer Success Hero Award Team Winners


In September we recognized the most innovative Customer Success teams for going above and beyond in the industry at Customer Success Summit – Team Edition in New York. Creating great experiences for customers would not be possible without all the amazing work and collaboration of teams. As part of this recognition, we would like to extend a huge congratulations to the 7th Annual Hero Award Team winners!

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Lean, Mean Cloud Machine


At 5CA, we’ve over a thousand customer support agents working from home all over the world. We provide customer support in any language, at any time and over any channel. We’re developing Artificial Intelligence (AI)-backed tools to empower users and assist our agents. We’re data-driven too: continuously analysing vast amounts of information to improve our operations and we pass vital user experience intel to our clients to help them make better products and experiences.

Automatically resolving 60% of customer request at Epic Sports – The Kommunicate Way


In conversation with Tom Bulis from Epic Sports for the customer interview series, The Kommunicate Way. Customer support is really important for any company. But if you are a leading e-commerce website in your segment, customer support becomes immensely important and an overwhelming task at the same time. Epic Sports Inc is a leading e-commerce [.]. The post Automatically resolving 60% of customer request at Epic Sports – The Kommunicate Way appeared first on Kommunicate Blog. Case Studie

A behind the scenes look at the importance of benchmarking and testing


Could you tell us briefly about your background and role at Spearline? My role at Spearline is Technical Solutions Architect and it is heavily involved in the pre-sales process as well as assisting all business units, sales, customer engagement, development, product, marketing, as well as new and existing customers. It's basically everything from training to test configuration and drafting new tests type specifications. So it involves a lot of different areas.

Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better


The best today is not going to be good enough tomorrow. So, in the case of contact center software, you have good things to look forward to in 2020. It is nothing dramatic but something evolutionary. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster. Omnichannel Omnichannel is nothing new but for 2020 there is a progression towards including more social media channels with Whatsapp inclusion being notable.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Your Guide for Understanding the Contact Center Service Level Agreement

TLC Associates

Outsourcing is a deliberate process, one that benefits from careful consideration and cross-comparison to find the right partner. When you are in the evaluation stage, choosing the right contact center hinges upon each vendor’s response to typical exploratory questions within the RFP. Even when you’ve made your choice, you still want assurances you’ve wisely chosen an outsourced contact center partner.

Utilita Deploys Thoughtonomy Digital Workers to Enhance Customer Service

CSM Magazine

Utilita, one of Britain’s leading suppliers of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient. The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities.

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5 Factors of Successful Knowledge Management Systems


Today, knowledge bases (KB) are critical for successful customer service interactions. A robust repository of company knowledge is a driver for both improved customer satisfaction and agent efficiency. Given the importance of knowledge bases , you need to be sure to have an effective knowledge management (KM) system that allows you to build the best set of data you can, keep it optimized, and get the most out of your data. But how do you choose the right one?

Using IVR & Skill-based Routing to Scale Your Business for the Holidays


These days, it is common to receive a pre-recorded voice when you make a call-in to a company or organization. An interactive voice response, or IVR, is cornerstone technology essential for businesses that need to handle high volume calls. IVRs reduce the number of service staff required on standby with carefully recorded guidelines that guide callers through a service.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Set the Clock Back on Agent Attendance Issues This Fall


Employee absences can be very costly for your call center. They hinder productivity, reduce efficiency, and generally hold your company back from its full potential. Despite this, though, many contact center managers are doing little to nothing to measure or reduce employee absences - or even consider their impact on their business. Before you can improve agent attendance in your center, it is important to understand its impact on your business and impress that upon your agents.

Google BERT: What this SEO algorithm update means for the future of search

Hero Digital

On October 25, 2019, Google announced a large algorithm update widely known as BERT. This update affects “one in ten search queries” and Google is calling it “one of the biggest leaps forward in the history of Search.” There is no need to panic or overhaul your search strategy, and you likely won’t see any major swings in traffic or rankings, but you should definitely take notice. This algorithm update means big improvements in the search landscape. What is the Google BERT update?

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur


“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm and quality services with the tools and methodologies we have learned through COPC certification.”. — Liang Haichen, Co-CEO of Shouqi Limousine & Chauffeur.