Contact Center Pipeline
NOVEMBER 27, 2019
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach requires more than a good toolbox. As the market matures, advanced call center functionality, smart tools and omnichannel platforms are increasingly becoming table stakes.
Eptica
NOVEMBER 27, 2019
Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Consumers are not only becoming more demanding, but they also want faster responses, with minimal effort on their part.
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ShepHyken
NOVEMBER 27, 2019
In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success. One of our faithful readers, Drew Smith, responded to the article and shared that he was reading a biography about the 34 th President of the United States, Dwight Eisenhower, who was known for “pushing praise down an
Customers That Stick
NOVEMBER 27, 2019
The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams. With Black Friday just around the corner, I wanted to share a few tips on how you can prepare your retail team for this holiday season.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
TRUSTID
NOVEMBER 27, 2019
On the cusp of the busiest shopping week of the year ?— Cyber Week ?— organizations know fraud attacks will be in full force. According to the article, “Cyber Week Security Tips to Protect Against Hackers,” the National Retail Federation expects a record $730 billion in sales. However, along with those record numbers, the threat of fraud attacks also goes up a whopping 13% during the week.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
NOVEMBER 27, 2019
As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019. Talkdesk has stuffed its trophy case with awards and recognition from BIG Innovation, Frost & Sullivan, Stevie Awards, ICMI, UC Today and Forbes, putting Talkdesk on the shortlist of leaders in the contact center space.
ChurnZero
NOVEMBER 27, 2019
Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders.
5CA
NOVEMBER 27, 2019
A lot has been written about the benefits of remote work, both for companies and individuals. One topic that has received considerably less coverage but is increasingly important in the current context is the environmental impact of remote work. In the UK and the US , and in many other parts of the world, transportation is the largest contributor to greenhouse gas emissions.
Playvox
NOVEMBER 27, 2019
In this era of agent engagement, “Having truly engaged contact center employees presents an opportunity for differentiation,” according to Gartner Group. The analyst organization further defines “Workforce Engagement Management” as “the science of creating the workplace conditions so that employees can give their best each day; committed to their organization’s goals and values, motivated to contribute to organizational success, and enjoy an enhanced sense of well-being.”.
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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
5CA
NOVEMBER 27, 2019
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool.
JivoChat
NOVEMBER 27, 2019
The financial services industry is highly competitive, which makes it critical for businesses to look for strategies to conquer and retain more customers. Whereas direct benefits, such as discounts on transaction fees, taxes, and other monetary advantages are relevant, they aren’t enough to keep customers from switching to other financial institutions.
Infinity
NOVEMBER 27, 2019
“ Anyway, here’s Wondercall. ”. Okay, enough with Oasis puns. Following our recent expansions to London and San Francisco, it’s my pleasure to announce that this week Infinity has opened the doors on our first Manchester office. This is now our fifth client-facing location, demonstrating our dedication to providing a local service with a human interface.
FreshGrade
NOVEMBER 27, 2019
Cari Wilson. Elementary Innovation + Technology Lead Teacher. Cari Wilson is the Elementary Innovation and Technology Lead Teacher for West Vancouver School District. With over 20 years of classroom experience and a Masters in Educational Technology, Cari works with both teachers and students in West Vancouver and beyond, helping them implement technology and innovation in engaging and thoughtful ways.
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.
Pipkins
NOVEMBER 27, 2019
Thanksgiving is the time of year to reflect on how fortunate we are to be living in the United States and to be surrounded by family, friends, and good fortune. For many, Thanksgiving is a day of rest that comes before really getting into Christmas shopping. For others, Thanksgiving is that much needed break from work or school, and even still it is often times a family reunion.
CSM Magazine
NOVEMBER 27, 2019
The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation. NGN beat stiff competition to win Gold for Business Change or Transformation, Silver for Customer-Centric Culture – Transformation and Bronze for the Best Customer Experience Strategy – CX and Beyond categories at a prestigious ceremony held in Amsterdam yest
Calltools
NOVEMBER 27, 2019
Cloud computing isn’t the most complex of concepts, but the various options can feel confusing at first glance. Choosing between SaaS, PaaS and IaaS for your cloud computing service becomes a lot more straightforward when you understand it’s all about finding the right balance between convenience and control. What is a Cloud Computing Service? Before we get into service options, let’s just recap what we mean by cloud computing.
CSM Magazine
NOVEMBER 27, 2019
Each year brings new ideas and new challenges to the customer service department. It can be tough to keep up, but to help you prepare for the year ahead we are bringing together some of the best in the business to talk over how we got here and what’s next. Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT).
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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.
ChaseData
NOVEMBER 27, 2019
As a call center owner or operator, you want your facility to have the best tools and technology to meet consumer needs. Working in an inbound call center typically means working customer service, so it’s only natural that you would want to provide your agents with everything they need to keep callers happy and satisfied with their experience. But is there something your center is lacking?
Robert Davis
NOVEMBER 27, 2019
By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Creating a world-class customer experience has been a top focus in contact centers for many years. While companies state this as a goal, few can truly claim a world-class customer experience or significantly differentiate themselves from competitors in their own industry. “To be, or not to be?
FreshGrade
NOVEMBER 27, 2019
Thinking about helping students become more reflective and more thoughtful learners? Starr Sackstein, a New York educator, recently shared the benefits of digital portfolios and her 4–Steps to Digital Portfolios in a webinar. Why Digital Portfolios? When students are tracking their progress over–time, they are better able to set goals, reflect and think about themselves as learners.
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!
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