DMG Consulting
JULY 9, 2018
The Uberization of Workforce Management. In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies and their employees.
Dialer 360
JULY 9, 2018
In the current exceedingly aggressive competition, effective call centers have perceived that distinctive client correspondence can influence them to emerge from the group. Thus, there has been expanding interest in call center agent skills. KPIs and CRM frameworks can be considered vital for the call centers, however, the delicate aptitudes of call center agents are considered as the workmanship.
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Customer Service Life
JULY 9, 2018
Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this a reality. You may want to check out the recent announcement from Zendesk on this topic and also Salesforce’s decision to discontinue Desk.com and transition to Service Cloud Lightning by March 2020.
CX Accelerator
JULY 9, 2018
My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Tenfold - Contact Center Blog
JULY 9, 2018
Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ijgolding
JULY 9, 2018
Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?
Hello Customer
JULY 9, 2018
Very often organisations invest in NPS or feedback programmes based on satisfaction metrics and focus all their efforts on the frontline, i.e. the customer-facing staff. And very early on in the programmes the NPS becomes part of your frontline’s bonus.
Customer Experience Matters
JULY 9, 2018
In case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. He smart, confident, and seems to understand how to lead people.
Fonolo
JULY 9, 2018
It’s that special time of year. Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. It awards those that shoot for the stars by significantly reducing hold times and thus winning the hearts of clients.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Sabio
JULY 9, 2018
Reflecting on Verint’s recent European Partner Summit in Athens, it struck me that - despite our industry’s ongoing evolution towards AI, machine learning and automation – it’s still people that account for around 70% of contact centre expenditure.
VocalCom
JULY 9, 2018
What do customers really want? As technology changes the ways in which they interact with brands, expectations continue to shift. While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers.
Aspect
JULY 9, 2018
The customer service landscape is more dynamic now than ever. New technologies have emerged due to customer demand and digital disruption such as chatbots and artificial intelligence (AI). It is time for businesses to rethink their customer engagement strategy and how to best leverage these tools. Whether the focus is inbound support, proactive outreach or a blend of the two brands are looking for ways to enable customers to handle things on their own while creating more engaging experiences as
Topdown
JULY 9, 2018
Topdown has been ranked amongst the top five vendors for strategic direction in the Customer Communications Management (CCM) industry by Aspire Customer Communications Services in the firm's 2018 Aspire Leaderboard for Customer Communications Management. Topdown scored very high on the Leaderboard for strategic direction, largely thanks to its vision of a content services-oriented future as embodied in its INTOUCH cloud-based (SaaS) product.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
SmartAction
JULY 9, 2018
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people are now willing to talk to machines. Re-read that sentence. They are willing to talk to machines.
ShepHyken
JULY 9, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. (CMSWire) I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.
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