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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

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.

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.


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!

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

CRM 52

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?

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?

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.

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.

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.

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

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.

The Strategic Value of Customer Service

Brad Cleveland

There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service.

Speech Tech and AI in the Enterprise - Am Speaking at Enterprise Connect Next Tuesday

Jon Arnold

It’s crunch time for Enterprise Connect 2019 , and there’s no end to speakers and sponsors touting their appearances at the conference. Being an indie, I have to wear all the hats, so it’s time again to go into PR mode and make sure you know when and where I’m speaking.

Satya MicroCapital


Satya MicroCapital is a microfinance company that started its operations from Bulandshar, UP in 2016 but soon grew out to be among the top leaders in the finance industry with 83 branches in 83 different districts in 14 states across India. How we helped?

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.

Language I/O Releases Only Available Live Agent Translation Solution for Salesforce Lightning

Language I/O


Released March 13, 2019


Product Improvements Insights: Advanced Query From today, when you create advanced query insights reports, you’ll be able to use SQL operations to support with ROLLUP and TIMEDATEDIFF. Feature SFDC CTIs: Click to Call If you’re using SFDC CTIs, you now. Read More.