CX Global Media
JANUARY 18, 2018
Are you ready for chatbot success? This year has been coined as the year of the chatbot. Just a few short weeks ago at the Gartner Applications (App) & UX Conference in Las Vegas, attendees heard that this is the year you need to do as many POCs (Proof of Concept) as you can with AI chatbots. But does merely doing several POCs really setup you up for success?
Contact Center Pipeline
JANUARY 18, 2018
These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will stay longer—seek companies with a reputation that they can respect and whose values match their own. Organizations like FCCI Insurance Group […].
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Etech
JANUARY 18, 2018
At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have a dedicated, competent, and loyal team you experience growth annually. However, when you have the opposite, your company struggles to grow. The secret is in attracting and keeping the right employees. As you think about the ideal candidate to work with, job seekers are also looking at whether you qualify as a good company to work for.
Fonolo
JANUARY 18, 2018
Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer. My thoughts? Gartner was bang on: We see more and more companies trying to improve their customer experience efforts ( just look at the awards we gave out last year ), and doing so will only become more critical.
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UJET
JANUARY 18, 2018
Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can Virtual Experiences Replace Reality?” found that nearly 80 percent of business leaders plan to or have already implemented AI into their customer support solution by 2020.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ForeSee
JANUARY 18, 2018
Over the past year at ForeSee, we have been rapidly improving our product. Our constant updates to ForeSee CX Suite show we have been busy on the reporting side of. The post The design principles behind the latest improvements to the ForeSee survey-taking experience appeared first on ForeSee.
Amity
JANUARY 18, 2018
How do you know if a customer is healthy? By referring to their Customer Health Score of course! When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success. Having an effective health score will help you: -Become proactive and data-driven.
Taylor Reach Group
JANUARY 18, 2018
By: Peg Ayers . Peg’s Page. You know how time moves faster when holidays are coming up, and you have a huge to-do list? It was that time for me about 15 years ago when I realized I hadn’t figured out the holiday parade theme for my Contact Center. In our small city in the hills of West Virginia, we were the largest private employer. Our participation in the parade, which took place around Thanksgiving, was nearly mandatory.
Cyara
JANUARY 18, 2018
We’re all consumers, and we know from our own behavior that our expectations are evolving as technology evolves, which is becoming increasingly rapid. So, it’s not surprising to learn that, according to a. Salesforce study , 58% of consumers believe that technology has significantly changed their expectations of how companies should interact with them.
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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
PanTerra
JANUARY 18, 2018
Cloud adoption has increased nearly 300% in the last year, with 57% of organizations now utilizing cloud computing, and that trend doesn’t seem to be slowing down. In fact, according to this recent Forbes article , “73% of companies are planning to move to a fully software-defined data center within 2 years.”.
Cyara
JANUARY 18, 2018
Spectre and Meltdown are the latest in a long list of threats to the security of your IT systems, including those that underpin your CX applications. But your CX applications are particularly critical. Not only are they the front door to your customers, but they also contain valuable, confidential, and private customer information.
Toister Performance Solutions
JANUARY 18, 2018
Sharing information with non-desk employees is a challenge in customer service. These are employees who don't sit at a desk in front of a computer to do their job. They may not even have a set work station and often don't have access to company email. Non-desk employees can work multiple shifts or even at multiple locations, making face-to-face communication difficult.
Cyara
JANUARY 18, 2018
Black Christmas is the period that starts when the big UK retail brands decide to launch their Christmas TV campaigns and ends on Black Friday (or Cyber Monday if you have any cash left!). You’ve never heard the term ‘Black Christmas’? That’s because I’ve just named it. So now it’s a ‘thing’ my friends. I’m sure some people love this period – ‘retail therapy’ addicts, serial bargain hunters, or just the Wizzard fans who “ wish it could be Christmas every day ”.
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.
Customer Experience Matters
JANUARY 18, 2018
It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. This first infographic looks at CX efforts and the ROI of those activities. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the referenced content.
NICE inContact
JANUARY 18, 2018
In the past, call centers and contact centers were seen as ‘a necessary evil’ to doing business – a cost that needed to be managed and minimized. By 2025, the contact center will have evolved into an experience center and it will be viewed within the context of overall business goals. Critically, this will mean that the opportunities provided to the business – both soft and hard benefits – will far exceed the cost of providing the experience center.
Talkdesk
JANUARY 18, 2018
If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. The internet has enabled the SaaS model for enterprise software and it’s unleashed a new age of innovative software like Salesforce that allows companies to be more efficient.
TechSee
JANUARY 18, 2018
Welcome to the age of the smart home. When John Martin wakes up each morning, his pre-programmed morning routine kicks into gear. The lights go on, the shutters go up, the heat turns on, the music starts and the coffee pod kicks into action. When his new smart thermostat arrives by drone delivery – together with a lengthy installation guide – he can’t help but wonder if there isn’t a smarter way to make his home smarter.
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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
JANUARY 18, 2018
If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. The internet has enabled the SaaS model for enterprise software and it’s unleashed a new age of innovative software like Salesforce that allows companies to be more efficient.
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