Steve DiGioia
JANUARY 21, 2019
Blinders. They’re used on racehorses to keep their focus on running straight ahead and to not be distracted by the horses on either side. For most horses, blinders are a good and productive means to an end. But for some of us humans working in the customer service industry, we’ve decided to wear blinders too. We focus on our job with little interaction with our fellow co-workers.
ShepHyken
JANUARY 21, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Before you automate people’s jobs, here are some things to consider by Kindra Cooper. (LinkedIn) Industry wisdom holds that CX automation squares away the “boring” and “repetitive” parts of an agent’s job, thereby “freeing them to do more high-value work.”.
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Peter Lavers
JANUARY 21, 2019
Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS. I would assert that in today’s complex and often commoditised B2B environment we must dive deep into long-term trust and commitment in customer and intermediary relationships.
Sampson Lee
JANUARY 21, 2019
Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever of effortless experience will reach its peak since the launch […].
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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.
Alorica
JANUARY 21, 2019
At Alorica, we rise by lifting others. One way we support this mantra is by partnering with Making Lives Better with Alorica (MLBA), a non-profit 501(c)(3) that empowers Alorica employees to give to those in need within their communities. This approach to corporate philanthropy is like none other, but Alorica is not like other companies. To support the season of giving, MLBA and its Alorica.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
JANUARY 21, 2019
It’s no secret that people don’t typically call companies when everything is going smoothly. Your contact center is frequently tasked with serving as the first line of defense when the customer experience goes wrong. A recent article by Brian Kracik discusses modern customer expectations. In order to deliver a customer experience that will minimize those irritated phone calls, you’ll need to provide: A mobile website (and possibly a mobile app) that allows customers to find information and acces
GetFeedback
JANUARY 21, 2019
A successful content marketing strategy relies on good customer feedback. Use this guide to develop a customer survey that'll help drive your content.
Relay Blog
JANUARY 21, 2019
Welcome to part four of our Digital Transformation for Customer Support series! If you missed. The post Digital Transformation for Customer Support Part 4: Shifting from Reactive to Proactive Support appeared first on Relay.
Hello Customer
JANUARY 21, 2019
More and more women are taking the lead as CEO of a company. Women are certainly not afraid of tough sectors either. A culture change - and especially performance - that deserves a round of applause. Entrepreneurship with 'a female touch' is an enrichment for the economy. Women can run their own business just as well as men, or do even better so. With the WOMED Award, Markant VZW and UNIZO want to applaud female entrepreneurship every year.
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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
Taylor Reach Group
JANUARY 21, 2019
While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand
Customer Experience Matters
JANUARY 21, 2019
The New England Patriots just won the AFC Championship, earning a trip to their third straight Superbowl. As a Patriots fan, I’m thrilled. I know that many people don’t like the team, but there’s no denying that the Patriots have built a dynasty and are one of the most dominant teams in recent history (across any sport). How do the Patriots keep achieving success?
Thinq
JANUARY 21, 2019
The rise of artificial intelligence in cloud communications has delivered many new opportunities for vendors and given users access to… The post Artificial Intelligence & Cloud Communications: A Growing Connection appeared first on thinQ.
Influitive
JANUARY 21, 2019
B2B buyers continuously seek proof from their peers when making buying decisions. In fact, according to SiriusDecisions 67% of the buyer’s journey is done digitally before contacting a sales rep. So how can B2B brands influence this process? The key is to mobilize your customer advocates to share their positive experiences with prospects. The infographic.
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.
Jon Arnold
JANUARY 21, 2019
It’s easy to understand why the only way to go is up for providers in the hosted UC space. By nature, cloud is a business of scale, and the upsell opportunities are far greater as the size of end customer gets larger. Many hosted providers are big to begin with; while others start as small players, but out of necessity they need to go upmarket to support their growth plans.
VocalCom
JANUARY 21, 2019
Artificial intelligence has increased the efficiency and profitability of many brands. In particular, mobile customer service and commerce have seen tremendous transformations, enabling customers to receive assistance and make purchases effortlessly. Here are five hot trends that will help you engage your mobile customers wherever they are. Personalized recommendations.
Noble Systems
JANUARY 21, 2019
Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off tactics may result in spikes in sales, they do not produce sustained improvements in sales performance. Why? Because the psychology of sales, like most things, is fairly complex. Remember the five levels of Maslow’s Hierarchy of Needs – beginning with sustenance and safety; progressing to belongingness, love and accomplishment; and finally, to the achievement of one’s fu
Infinity
JANUARY 21, 2019
No business wants to miss out on a substantial, often untapped revenue source. Yet for those ignoring the over 50s in a breathless chase to capture the millennial zeitgeist, it’s an everyday occurrence. Unless there’s a very strong reason for them to adopt this approach, more fool them. While targeting solely by broad demographic alone shouldn’t be your final goal, it is always worth understanding wider trends and audiences to identify opportunities.
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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.
NICE inContact
JANUARY 21, 2019
In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. It’s important to also note the researcher’s critical proof of concept step in the evaluation process.
Concentrix
JANUARY 21, 2019
Read this report on why you need to build an AI-infused cognitive contact center. The post Forrester Report: Future-Proof Your Customer Service appeared first on Concentrix.
ChaseData
JANUARY 21, 2019
Call and contact centers are notorious for having high turnover rates. This typically comes from a high rate of dissatisfaction on the part of employees. But why is this – and what can be done to turn the tide on this trend? If you own or operate a call center, you may be wondering how to increase employee satisfaction. Here, we outline a few top strategies – many borrowed from today’s top companies – and how they can help you make the workplace a better place to be for your entire staff.
Noble Systems
JANUARY 21, 2019
Sales SPIFFs and contests have been used to incentivize contact center agents to sell more for decades. Although these one-off tactics may result in spikes in sales, they do not produce sustained improvements in sales performance. Why? Because the psychology of sales, like most things, is fairly complex. Remember the five levels of Maslow’s Hierarchy of Needs – beginning with sustenance and safety; progressing to belongingness, love and accomplishment; and finally, to the achievement of one’s fu
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!
Andrew Mcfarland
JANUARY 21, 2019
My concern in this post is how the transient nature of a “gig economy” workforce could impact customers. The gig economy is “a labor market characterized by the prevalence of short-term contracts or freelance work as opposed to permanent jobs.” .
Topdown
JANUARY 21, 2019
Many marketing mavens may well be aware of the capabilities of their customer communications management (CCM) software. However, when asked if their solution is cloud-native or just cloud-based, most would probably shrug a shoulder and ask: What’s the difference? Does it really even matter? It’s just a tech jargon nuance, right? Our response would be, YES!
COPC
JANUARY 21, 2019
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service Provider (CSP ) and Outsource Service Provider (OSP) versions. This new release also has its own collection of 6.1 Guides. Both Release 6.1 and corresponding guides are available for download on the CSP and OSP pages. of copc.com.
Thinq
JANUARY 21, 2019
The rise of artificial intelligence in cloud communications has delivered many new opportunities for vendors and given users access to… The post Artificial Intelligence & Cloud Communications: A Growing Connection appeared first on thinQ.
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
Cincom
JANUARY 21, 2019
Today, almost every complex product is loaded with sensors that report diagnostic data, performance data and usage data. Some of … Continue reading "Insight Selling and IoT Create Opportunities for Sales and Buyers". The post Insight Selling and IoT Create Opportunities for Sales and Buyers appeared first on Cincom Blog.
Webtext
JANUARY 21, 2019
Norristown, PA & Galway, Ireland, January 21, 2019 – WEBTEXT announced today that its Oceana Messaging Connector is now being deployed by Avaya customers in North America. Oceana is Avaya’s newest contact center solution. “We’ve made a very large commitment to building A.I. and ML (Machine Learning) into our next-gen solutions”, said AJ Cahill, WEBTEXT CEO.
CSM Magazine
JANUARY 21, 2019
Whether you are applying for a specific position or planning a career change , creating a winning resume can mean the difference between getting a face-to-face interview and your application getting put in the recycling bin. To accomplish this, using the right format can be essential, as it is the first thing the reader is probably going to notice. If you have never created or updated a resume before, there are a few steps you can take to create a document that showcases your skills and abilitie
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