Thu.Oct 19, 2017

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Scheduling Tip: How to Treat Night and Graveyard Shifts

Contact Center Pipeline

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a little higher than day shifts, and graveyard (overnight) shifts might pay even higher than the night shifts. This extra money is a matter of agreement between the employer and the employee, […].

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Customer Segmentation in the Cognitive Age

Peter Lavers

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. The basic objectives of segmentation are not rocket science – better targeting and/or better service – and yet the means of achieving these seem to be becoming ever-more complex.

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TOP 124 Salesforce Influencers of 2017

Mindtouch

Thousands have asked for it, many have tried to get on it, but few have made the final cut. Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). It’s no mystery that the Salesforce ecosystem is not only large, but extremely complex. That is why whittling down the TOP Salesforce Influencers is no easy task, though one of the most valuable assets to have if trying to understand Salesforce capabilities.

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Aspect CEC Benchmark – Early Results In

Aspect

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). We are now 5 months into our 2 nd year of collecting data from our customers and prospects and have some early insights and trends to share. We are again focusing on five areas we believe are critical to enable a thriving customer experience center: agent engagement, agent roles and responsibilities, customer experience, work

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The 2023 Verint Experience Index: Retail

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

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Sharpen Technologies launches new programming language to bring complete customization to customer service.

SharpenCX

INDIANAPOLIS (Oct. 19, 2017) – Sharpen Technologies, a contact center platform with an agent-first focus, today announces the launch of.CX, a new programming language that empowers companies to provide complete customization in customer service. In conjunction with the Sharpen platform,CX enables companies to build custom contact center solutions for voice, text and data [.].

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Sharpen Technologies Strengthens Leadership With The Addition of Pam Hynes and Bill Waller

SharpenCX

Sharpen Technologies, developers of a contact center platform, announced today that Pam Hynes and Bill Waller have joined the company to further strengthen their client services and support organizations.Pam Hynes ([link] joins Sharpen as the Vice President of Client Experience. She is an experienced leader in providing cloud based communications and engagement solutions to contact [.].

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Access AI & ein Virtueller Roundtable

Aspect

Anfang Oktober erschien die erste Ausgabe einer neuen englischen Publikation: Access AI. Das Magazin möchte das Thema Künstliche Intelligenz (KI) / Artificial Intelligence (AI) weiter nach vorne bringen und setzt sich auch mit drängenden praktischen Fragen von Unternehmen auseinander, darunter „Wie implementiere ich diese Technologie”, „Welche Auswirkungen könnte es haben”, „Wie schule ich meine Mitarbeiter um”.

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Recognizing Greatness: NYC311 Drives Next-Gen CX with Major Milestone

Avaya

Simple, instant and natural engagement is at the heart of the next-gen CX (Customer Experience). Not every company can effortlessly support such communication, let alone hundreds of millions of interactions. Yet this is exactly what one of our customers, NYC311 , has achieved, marking a significant milestone in its journey as the No. 1 provider of NYC non-emergency government services and information.

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Mapping Out a Simpler, Smarter Approach to a Modern Contact Center

Bright Pattern

It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences. Right at the center of this evolution is the contact center, the focal point for customer engagement and satisfaction.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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CSM from the Trenches – SoapBox Team Shout-Out

ClientSuccess

Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. We’re lucky to have this CSM shout-out come from Jessica Weisz, COO of SoapBox. Jessica absolutely loves her customer success team. Let’s move forward with this week’s blog post! CSM from the Trenches – SoapBox Customer Success Team Shout-Out.

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Transforming the Enterprise and Call Center with Intelligent Automation (IA)

OvniSource - Ovniblog

5 Capabilities Intelligent Automation (IA) Solutions Must Deliver to Align with Customer Demands We live in a world that is connected, mobile and demanding. Enterprises must use Intelligent Automation to gain a better understanding of their customers’ demands, behavior and sentiment. This is essential to successfully manage the customer experience. Especially when today’s customers have […].

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The Blind Men, the Elephant & Looking Glass, or the Introduction of a New WFM Solution with Countless Uses

Pipkins

Looking Glass is a WFM solution that serve many purposes depending on your specific needs, just like the elephant in the fable is many things to the blind men who touch different parts of its body (spear, snake, fan, wall, tree trunk and rope). Having just returned from the 20 th Annual HR Technology Conference and Exposition where we introduced several of our newest workforce management solutions, I was amazed at how many different uses people thought of as they examined one of our newest tools

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The Talkdesk Advantage: A Dynamic Platform to Meet Dynamic Needs

Talkdesk

One of the most interesting aspects of building a product in the contact center space is that we always have two audiences mind: our customers and their customers. We create new tools and build our future product vision around what is appealing to our customers, but the ultimate goal is to improve the experience of their customers. But the challenging aspect of this approach isn’t that we have two different audiences in mind, for the most part, they both want the same thing: short, effective con

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The Open CCaaS Advantage Report

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.

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland Blog

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Gartner Names Talkdesk A ‘Visionary’ on Contact Center Magic Quadrant

Talkdesk

With the release of the Gartner 2017 Contact Center as a Service (CCaaS) Magic Quadrant, Talkdesk has achieved a new first in the industry. Each year, Gartner, the leading information technology research company, evaluates vendors in the industry on two criteria: completeness of vision and ability to execute on that vision. We’re proud to announce that for our first time in this quadrant Talkdesk landed in the “Visionaries” category.

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Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland Blog

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How a Customer Service Vision Helps Startups Scale

Toister Performance Solutions

A few Customer Service Tip of the Week subscribers have recently emailed me with the same question. "Our startup's customer service team has started to grow from one person to a department with multiple employees. How do we keep everyone customer-focused?" My answer is always the same. The first step is to create a customer service vision. This is a shared definition of outstanding customer service that points everyone in the same direction.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Keep Your Best Contact Center Talent Engaged and Efficient through Tech

InGenius

It’s no surprise that businesses are starting to realize the largely untapped potential of their employee base. Staffing is one of the largest costs to organizations, but it also represents an opportunity to serve as one of the biggest competitive advantages. Ongoing Gallup data on employee engagement shows that organizations with highly engaged workforces deliver 147% higher earnings per share and consistently outperform their competitors.