Contact Center Pipeline
AUGUST 6, 2019
Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center? If this is happening, your culprit may be BURNOUT. Burnout is defined as “a state of emotional, physical and mental exhaustion […].
ClearAction
AUGUST 6, 2019
Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping.
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Callminer
AUGUST 6, 2019
There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choos
ShepHyken
AUGUST 6, 2019
“Sense and Respond” Culture. Building a Culture of Creative Response to Customer Need. Shep Hyken interviews Jeff Gothelf. They discuss how companies must build a culture around listening and responding to customer need. The Interview with Jeff Gothelf: Do work that has an impact on your customers. Don’t measure your work based on completion; measure it based on growth and the positive impact you can have on those around you—especially your customers.
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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.
Nicereply
AUGUST 6, 2019
Understanding how you are perceived – and how you can change that – is key to building trust as a leader. If you’ve ever felt like you aren’t being taken seriously, hoped for a more important title to seem “more like a leader” , or wondered why other people were always being considered for bigger projects, you might need to work on your leadership presence.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
AUGUST 6, 2019
A staple of our Dash Business Phone System has received a major upgrade. Web Phone 2.0 is here and ready for use in your favorite WebRTC-capable browser. Our Dash customers can use Web Phone immediately by visiting the login page. Our vConsole customers can also upgrade their service to Dash to gain immediate access to our free, browser-based phone.
SharpenCX
AUGUST 6, 2019
Raise your hand if you’ve ever mixed up a few popular terms because you didn’t know what they really mean. We’ve all been there. In our digital transformation research, we picked up on a few common terms companies often use. Read More. The post How to Decipher Between 3 Common Industry Terms: Distilling the Digital Trifecta to Inspire Your Contact Center’s Lasting Digital Strategy appeared first on Sharpen Contact Center Software.
Talkdesk
AUGUST 6, 2019
Today’s customers expect a highly personal experience from every brand they do business with, regardless of how they connect. Whether via phone, chat or web, customers expect the system or human agent to know everything about their current and past relationship with the organization. This includes basic details, such as account numbers, payment history and recent purchases.
Strategic Contact
AUGUST 6, 2019
This isn’t the way it is supposed to be… Lori and I had more projects to tackle, things to learn together, and adventures to share. But on Friday, July 26th, Lori departed this world surrounded by her loving husband and two children. Life will never be the same without her. I met Lori 14 years.
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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
Toister Performance Solutions
AUGUST 6, 2019
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. The CEO called me with an urgent training project. Our parking management firm was in danger of losing an important contract at a hotel where we managed the valet and self-parking operation.
Pipkins
AUGUST 6, 2019
Hydra, daughter of Typhon and Echidna, was quite the nightmare. Hydra had a huge dog-shaped body with nine snakelike heads and each head was uglier than the one next to it. It was rumored few opportunities in the dating arena colored her personality negatively. However, I suspect it was her hygiene that was largely responsible for her being forced to live alone.
Guru
AUGUST 6, 2019
When we think about some of the biggest brands in the world, we tend to think about the things that set them apart: their marketing, their product(s), the sales experience, and, potentially, the service experience.
Voiance
AUGUST 6, 2019
In our previous three posts, we’ve discussed quality metrics for providers of phone and video remote interpretation services: fair pricing , interpreter qualification and vetting , and data security. But these vital components of quality interpretation don’t mean much if your potential language services provider is unwilling to be transparent about verifying them.
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.
Ansafone
AUGUST 6, 2019
Call center scripts are a central component of employee training and evaluation programs in the contact center industry. When crafted correctly, these guided outlines support efficient call flows and standardize customer service experiences. They reduce employee onboarding and average handle times. They also boost first call resolutions, sales conversions and overall customer satisfaction scores.
ConvergeOne
AUGUST 6, 2019
Open telecommunication architectures enable integration with leading healthcare application vendors. Architectures such as Avaya Aura™ enable electronic health record and revenue cycle management systems to be augmented with state-of-the-art contact center and telecommunication solutions, simplifying interactions between patients, business users, and clinical professionals.
Stratifyd
AUGUST 6, 2019
Estimated reading time: 2 minutes. CIBC Innovation Banking has entered into a $10 million debt financing deal with Stratifyd to help facilitate future growth. “We’re thrilled about this investment as it will help us achieve our goals by giving us the ability to hire top talent to help expand our solution’s capabilities and attract new clients,” said Derek Wang, CEO of Stratifyd.
Nuance
AUGUST 6, 2019
The mystique around AI technology is driving a tendency for lawyers, especially those working in small practices, to believe that it’s inaccessible. And, it is a luxury that only larger legal firms and departments can afford. The increased adoption and availability of AI solutions is proving that it is not only accessible but may be […] The post AI is capturing the legal industry’s attention appeared first on What’s next.
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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.
Squelch
AUGUST 6, 2019
This month we are continuing our Influential Women in CX series with a two-part feature on Silvia Veronese. She currently serves as SVP of Global Customer Success at Guavus , which she describes as “a big data real-time analytics company supporting the largest and most complex data infrastructures in the world.”. Among our interviewees, Silvia has a unique professional background that combines technology and business.
Nuance
AUGUST 6, 2019
The mystique around AI technology is driving a tendency for lawyers, especially those working in small practices, to believe that it’s inaccessible. And, it is a luxury that only larger legal firms and departments can afford. The increased adoption and availability of AI solutions is proving that it is not only accessible but may be […] The post AI is capturing the legal industry’s attention appeared first on What’s next.
TLC Associates
AUGUST 6, 2019
We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles. An expensive customer acquisition process shouldn’t be the price of admission to run a successful business.
Hodusoft
AUGUST 6, 2019
Telecom operators, especially in the USA, are migrating from TDM networks to IP networks. What this means for businesses is that sticking to older legacy PSTN networks will become costlier. Switching to VoIP and a modern IP PBX software offers far more benefits than just telephony and cost savings for end-users. Carriers can offer value-added services to enhance revenues and retain as well as grow customer base when they choose the right multi-tenant VoIP PBX software for their operations.
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!
Quiq
AUGUST 6, 2019
Share This Story   There’s a lot to manage in a contact center – from staffing and training to managing operations and tracking KPI’s. Using Quiq for live chat and text messaging will satisfy your customer’s demand for more ways to engage with your company. . Turn to Quiq Messaging to: Increase conversions. Engage more qualified leads.
Quadient
AUGUST 6, 2019
A typical scenario for customers when it comes to interacting with an insurance company is when they first go to purchase insurance from the organization’s website. Most times the experience is great. The website is intuitive and the process to apply for the insurance is simple, straightforward and welcoming. Unfortunately, once the customer goes through the approval phase and gets approved, the experience often deteriorates quickly.
Working Solutions
AUGUST 6, 2019
Does your business have an IT disaster recovery plan? If not, you’re leaving a crucial component of your operations to chance. This is true for all businesses in all parts of the country—from the South, where storms regularly cause major disruption, to the East, where heat waves have been causing massive power failures, and the […].
CallSource Insights
AUGUST 6, 2019
You can’t make a sale if a customer doesn’t come to the dealership, and the second-most common initial point of contact with a dealership (after walk-ins) is the phone. 1 If you can’t successfully overcome objections and convince the caller to come into your dealership by the end of the call, then you will not be able to make that sale. Consumers call your dealership because they have a need – and want to see if your dealership can fulfill their request.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Stratifyd
AUGUST 6, 2019
Estimated reading time: 4 minutes. Backend Software Engineer, Ru Fang, is a natural problem solver with a passion for computer science and technology. After spending her entire life in China, she traveled to a new country to further her education and to grow as an individual. This eventually led her to Stratifyd, where she’s helping solve some of the biggest problems for our Fortune 1500 clients.
Creative Virtual
AUGUST 6, 2019
By Laura Ludmany, Knowledgebase Engineer. As per our company tradition, Creative Virtual this year again is fundraising for the RSPCA – but this time with a twist. Previous years we selected a 10k in London and put together a team of runners to take part as a group. This year, people who were willing to be a part of our ‘Team Animal’ and participate in a race could join a local one instead of having to travel to London.
Stratifyd
AUGUST 6, 2019
Focus. To analyze omni-channel chats, calls, and quarterly and monthly surveys and uncover actionable insights to improve relationships with customers and business overall. Partnership With Stratifyd. The financial services company’s Client Loyalty and Research and Market Analysis teams chose Stratifyd for its ability to easily ingest and dive into data, utilize topic modeling, and tailor taxonomies.
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