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.

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?

LiveVox

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.

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

BlueOcean

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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

ShepHyken

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.

More Trending

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.

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.

Why my values led me to Talkdesk

Talkdesk

I can hardly contain my excitement because this week I joined Talkdesk as chief marketing officer (CMO).

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Setting Up a Home Office for Remote Work

VirtualPBX

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?

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.

Congratulations to the 2019 Customer Success Hero Award Team Winners

Totango

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.

Lean, Mean Cloud Machine

5CA

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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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

Spearline

Could you tell us briefly about your background and role at Spearline?

The Perfect Net Promoter® Survey Design

Genroe

“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.

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.

SaaS 52

Set the Clock Back on Agent Attendance Issues This Fall

ChaseData

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.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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.

5 Factors of Successful Knowledge Management Systems

bold360 Blog

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

Calltools

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.

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

Hodusoft

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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

kommunicate

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

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.”

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

COPC

“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.