Wed.Mar 13, 2019

How Will Contact Center Channels Change in 2019?

Bright Pattern

Customer-centric businesses are working harder than ever to support all of the contact center channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting mobile channels for a greater customer experience.

Innovative Approaches to Improve Your BPO Call Center


In order to build a high-performance call center, you must set higher goals than simply streamlining operations and lowering costs. Today’s BPO call centers deliver industry expertise and business insights that help companies develop innovative customer care solutions. With the right BPO partner and a forward-thinking approach, your business will be poised to manage changing business … Innovative Approaches to Improve Your BPO Call Center Read More ».

How Customers Move Through The Five Layers of Self-Service


The average user today has endless sources of information available at their fingertips. That explains why the majority of people choose self-service first.

Amaze It Forward


You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Contact Center Pipeline

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.

More Trending

How the Right Processes Can Create Customer Success “Wow” Moments


In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks.

Why Employees Quit Managers, Not Jobs

Kristina Evey

You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey. Customer Experience Emotional Intelligence internal customers Leadership

Say Goodbye to Hold Music and Hello to Service on Your Schedule with Contact Requests for Omni-Channel in Spring ’19


Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015.

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Is Your Organization’s Focus on Projects Hurting Efficiency?


In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

There Is No Retail Apocalypse

Branch Mesenger

The media loves a horse race. There may be no industry more aligned with that analogy than retail.

How to Develop your Digital Customer Experience

Ann Michaels and Associates

In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them.

Google, the GDPR, customer experience and trust


Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Published on: March 13, 2019. Author: Pascal Gauvrit - CTO The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union.

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Who is responsible for employee development?


A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Know your customer (but don’t annoy them)

TELUS International

CX Best Practices

4 Reasons Why So Many Moving Companies are Switching to Hosted Phone Systems


Cloud-hosted systems save the average business 40-70% on their monthly phone bill. We know that’s a bold claim, so let’s break down exactly where all those savings. Read More. The post 4 Reasons Why So Many Moving Companies are Switching to Hosted Phone Systems appeared first on FluentStream.


What Scorecards Tell Different Members of your Customer Service Team


HR Management for CX CX Culture

Optimizing Call Centers for Today’s Communication Technology


Are you looking for ways to bring your contact center into the modern day? Do you feel like your facility looks like it was built two decades ago – and little has changed since then? Do you ever laugh at just how outdated some of your technological solutions are?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Project Management Professionals: Certification Matters at Global Response

Global Response

Project management is a very important skillset at an outsourced call center. The success of client implementations, software integrations, IVR updates and marketing campaigns depend on the professional at the helm. Today, more. The post Project Management Professionals: Certification Matters at Global Response appeared first on Global Response. Industry

Performance Management Takes Your Reporting to the Next Level


I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took extra effort. I also had less flexibility – if my dog wanted his head out the back window, I couldn’t do it while I was driving, making him wait. Frustrating for us both!

3 reasons to use a Knowledge Base with Salesforce Lightning


Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base. Knowledge Base Knowledge Management

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Amid Messaging Channel Jungle, SMS Stands Alone


Text-based communication plays a growing role in customer service. There are several big questions around how it will evolve. The most important one, in my mind, is how text should work alongside voice. What is the ideal arrangement between typing and talking?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Tapping Into The Power Of Experience Management

Customer Experience Matters

Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I I say more) More or less demanding employees? (I I say more) More or less access to data and analytics? (I I say more) More or less time to respond to changes? (I

3 Reasons Why Marketing is Important to Your Customer Care


Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention.

Episode 42 – Creating a Successful CX Strategy

Kristina Evey

Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey. Leadership Podcasting Strategy

Financial Services Companies Need AI; Here’s Why


Estimated reading time: 2 minutes. AI is revolutionizing the way companies conduct business, and those in the financial services community have the most to gain.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Not a trust fall, but a trust rise to the occasion


Who do you trust? Why do you trust them? For me trust is the measure of a true friend. If I don’t trust someone, then that person and I aren’t close. There is something so instinctual with feeling the security and safety of trust.

Stratifyd & QA Part I: Meet Clay Raynor


Estimated reading time: 2 minutes. Quality assurance (QA) is one of the most important factors in establishing a positive customer experience and satisfaction. QA guarantees everything we are delivering to our customers meets the high standards of quality expected in the industry.

Why Customer Experience is a Marathon Full of Sprints

CX Journey

Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners.