Callminer
NOVEMBER 30, 2017
For all of the benefits of using marketing analytics, many companies and senior marketing executives continue to struggle with implementing marketing analytics and using analytics tools effectively.
Fonolo
NOVEMBER 30, 2017
Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again? Are consumers not tired of complaining about the same things? If your call center still makes customers cringe when they dial into support, it’s time to take action.
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Customer Service Life
NOVEMBER 30, 2017
It’s always a privilege to be able to contribute to articles on various blogs and there have been a number of such contributions lately. Here’s a quick rundown of some recent articles you might want to check out. 37 Tips To Improve Call Quality Monitoring In Your Call Center. This is a terrific collection of ways to improve quality for any customer service team.
CSM Magazine
NOVEMBER 30, 2017
My mother always said, “To end well, you must begin well.” Of course, she was talking about how you separated clothes for the washing machine or how you chose vegetables at the market. But it’s also true when it comes to creating a resilient, sustainable workforce. The questions you ask in the recruiting phase will help both you and a potential employee determine if you have the right fit for your organization.
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Toister Performance Solutions
NOVEMBER 30, 2017
The webinar software picked the wrong time to get wonky. My online training class started in less than 30 minutes. A client was paying good money for its employees to attend this session. Schedules had been rearranged to make it happen. There was a lot on the line. Everything was locked and loaded just minutes earlier. Suddenly, I couldn't log in. I placed a frantic call to technical support.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Etech
NOVEMBER 30, 2017
Historically, when an organization thought about properly securing the logical infrastructure, it was about placing controls at the access points. Simply by limiting systems admission for different users and requiring passwords to access certain files/shares, a business could be fairly confident its information would remain private. With the advanced technologies available today, online security has become much more involved.
AskNicely
NOVEMBER 30, 2017
Meeting your business’s big-picture NPS goals of going from bad to good (or even world class) takes time, effort, and ultimately putting theory into practice every day. I know, and here’s a quick story about why: I was a huge nerd. How nerdy was I? (See above). I wanted to be top of my class high school — the first person to finish my math quiz, the top prize at the science fair and so on.
Aspect
NOVEMBER 30, 2017
For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies in time. Combining the expertise of your team with the latest technology innovations is what allows organisations to grow and protect future profitability.
GetFeedback
NOVEMBER 30, 2017
Eargo's modern hearing aids help people experience the world more fully. Here's how the innovative company uses surveys to connect with its customers.
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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
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
? Organizational success and long-term growth primarily depends on customer satisfaction and loyalty, and customer service has always supported corporate growth by keeping customers happy and ensuring their ongoing loyalty. With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations.
West
NOVEMBER 30, 2017
If you’re listening to your customers, you know there’s one channel many of them prefer to use to communicate: texting. But how do you send each of them a personalized message that meets their need? The expectation is increasingly common, as is the above question. Fortunately, any business can deliver the experience customers crave with the help of a managed SMS provider.
TRUSTID
NOVEMBER 30, 2017
Using passwords and other knowledge-based authentication (KBA) tools to identify customers over the telephone channel may be better than nothing, but we know that relying on something the caller knows creates a false sense of trust and disrupts the overall customer experience. For financial institutions, these are two areas of your contact center operations that your authentication process should never come between.
Bright Pattern
NOVEMBER 30, 2017
As with any budding generation of consumers, there’s been a lot of speculation and generalizations in the business world around Generation Z. Do they have the same values as their predecessors? Will they demand instant gratification? Must everything be digital?
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.
Comm100
NOVEMBER 30, 2017
So you’ve decided to move your customer service team into the 21st century, getting them ready to chat for the first time. Congratulations! Luckily, implementing a live chat system on your website is often pretty simple. But what do you need to do to prepare your agents to use the system? You could simply give technical training on the new system, then let your agents loose.
Plantronics
NOVEMBER 30, 2017
This week it seems that the whole world is congregating in Las Vegas at Amazon Web Services re:Invent 2017. One area of special interest to Plantronics at re:Invent is Amazon Connect. Amazon Connect, which was released earlier this year, is a cloud-based contact center solution that is based on Amazons own internal contact center technology. Since the [ ] The post Plantronics releases sample code for headset integration with Amazon Connect appeared first on Poly Blog.
Jon Arnold
NOVEMBER 30, 2017
That's the title of my latest post wearing my UC Expert hat for UCStrategies. I think it's a valid question as AI becomes the trend-du-jour in our space, and everyone wants to be on the train as it pulls out of the station. Where that train is going, nobody knows, but so long as you believe AI can be a force for good, you need to be there. As a marketing guy, I have concerns that "AI" is already getting over-used, and that could undermine its true value - presuming we start seeing some true inno
Plantronics
NOVEMBER 30, 2017
This week it seems that the whole world is congregating in Las Vegas at Amazon Web Services re:Invent 2017. One area of special interest to Plantronics at re:Invent is Amazon Connect. Amazon Connect, which was released earlier this year, is a cloud-based contact center solution that is based on Amazons own internal contact center technology. Since the … Continue reading Plantronics releases sample code for headset integration with Amazon Connect » The post Plantronics releases sample
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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.
Talkdesk
NOVEMBER 30, 2017
This article was originally published in the second issue of Opentalk Magazine. Building a great team comes down to finding the right blend of skills, personalities and emotions in the interview process. Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more.
Contact Center Pipeline
NOVEMBER 30, 2017
This month, it was all about the human element in the contact center. Our five most-read blog posts in November focused on people-centric topics like frontline motivation, mentoring, the supervisor’s role, communication skills and leadership development. Surprising Ways to Motivate Your Agents I love movies. So, I was thrilled to win movie tickets as part […].
Brad Cleveland Blog
NOVEMBER 30, 2017
The post Aligning the Organization to Deliver the Best Possible Customer Experience appeared first on Brad Cleveland.
Brad Cleveland Blog
NOVEMBER 30, 2017
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!
Brad Cleveland Blog
NOVEMBER 30, 2017
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