Bringing Reality to the Cognitive Contact Center
Cisco - Contact Center
JUNE 11, 2019
Tue.Jun 11, 2019
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I Took Every Survey For a Week. The Results Weren't Good.
Toister Performance Solutions
JUNE 11, 2019
Customers are inundated with surveys. We get them on receipts, via email, and in the mail. Shop somewhere and you're asked to take a survey. Don't shop somewhere, and a survey still appears. Visit a website and ping!, you get asked to take a survey. I decided to take a week and do a small experiment. During that week, I would take every single survey I was asked to complete.
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Trending Sources
Three Pillars of AI for Contact Centers
DMG Consulting
JUNE 11, 2019
Three Pillars of AI for Contact Centers. 5/22/2019. By Donna Fluss. View this document on the publisher’s website. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. This means that the solution must utilize at least one of three pillars of AI for the contact center: natural language understanding/generation/processing (NLU/NLG/NLP), machine learning and real-time analytics.
Amazing Business Radio: Randy Frisch
ShepHyken
JUNE 11, 2019
From Content Marketing to Content Experience. Personalizing the Content Experience to Win Customer Loyalty. Shep Hyken interviews Randy Frisch. They discuss how content marketing has changed and what businesses need to do to create the best content experience for their customers. A good content marketing strategy is part of a good customer experience.
Reimagine Your Communications With A Unified Platform
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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.
A Q&A with the Contact Center Virtual Summit’s Jim Rembach
Contact Center Pipeline
JUNE 11, 2019
For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before. There are many ways […].
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More Trending
Strong opinions on the Democratic 2020 Presidential Candidates? You should probably know how to pronounce their names.
NameShouts
JUNE 11, 2019
There are (currently) 24 potential presidential candidates for the Democratic Nominee, and they really have a diverse mix of names. From Joe Biden and Tim Ryan, to Bernie Sanders and Marianne Williamson, to Pete Buttigieg and Kristen Gillibrand, there is a mix of names as varied as their policy stances. NameShouts is hardly a political publication, so we won’t dive too deep into each of the presidential candidates’ policy.
The Top 3 Customer Success Challenges and How to Beat Them
Totango
JUNE 11, 2019
If you want your business to succeed, make sure your customers succeed. As the economy becomes more customer-centered, the need to foster customer success is more important than ever before. Achieving customer success means that your customers gain their desired value from your product and can use it to meet their goals long-term. Aligning your business goals with those of yours customers spells prosperity for your business for years to come.
We Combine a Human Touch With Modern Technology
Ansafone
JUNE 11, 2019
If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … We Combine a Human Touch With Modern Technology Read More ».
Making Sense out of the RPA Market
DMG Consulting
JUNE 11, 2019
Making Sense out of the RPA Market. The robotic process automation (RPA) market is growing rapidly, and new uses are being identified throughout enterprises continually. Hundreds of vendors around the world have entered the RPA segment, coming from many existing IT sectors such as enterprise resource planning (ERP), customer relationship management (CRM), contact center infrastructure, workforce optimization, as well as dozens of start-ups that want to take advantage of the massive market opport
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
New Study: Why Emotional Connection is Essential for Customer Loyalty
GetFeedback
JUNE 11, 2019
Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Indeed, there are many brands with cult-like followings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But why isn’t this level of fandom a reality for every brand? According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotio
AI In Customer Engagement – What’s The Real Value?
Ameyo
JUNE 11, 2019
When was the last time that your customers visited the banks? Customers have become tech-savvy with the onset of AI technology. AI has changed the face of technology and it has become a new friend that customers find easy to deal with. And why not? It gives a quick solution to all the problems. What … AI In Customer Engagement – What’s The Real Value?
Are multi-channel and omni-channel contact centers the same?
DMG Consulting
JUNE 11, 2019
Question: I used to hear about multi-channel contact centers, now it’s omni-channel. Are they the same thing? Answer: While there are some surface similarities – both terms refer to contact centers that support customer interactions in more than one voice and/or digital channel – the differences are significant. Multi-channel contact centers manage each channel (e.g., voice, email, short message service (SMS)/text, chat, social media, messaging, etc.) in silos.
Colleague in the spotlight: Marcella
Hello Customer
JUNE 11, 2019
A year ago we welcomed Marcella in our team. Originally from El Salvador, Marcella moved to Belgium and started as a Sales Development Representative at Hello Customer.
The Open CCaaS Advantage Report
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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.
Principles by Ray Dalio (a One Win Book Review)
Customers That Stick
JUNE 11, 2019
In this One Win Book Review, we take a look at Principles by Ray Dalio. Check out the video below to hear Adam’s one win that you can take away from Principles to improve your organization’s customer experience and customer service. About Principles. FROM THE PUBLISHER: In 1975, Ray Dalio founded an investment firm, Bridgewater Associates, out of his two-bedroom apartment in New York City.
How to Prepare your Call Center for Cyber Monday and Black Friday [Guide]
Fonolo
JUNE 11, 2019
While Black Friday and Cyber Monday may seem a long ways off, smart retail contact center and call center leaders are already planning for the variety of challenges this period poses. In 2018, Black Friday pulled in $6.2 billion in online sales and Cyber Monday saw $7.8 billion in sales (both record highs). Given these numbers, it’s unsurprising that calls to businesses rose more than 375% over the past two holiday seasons.
Want to Elevate Customer Experience? Start by Driving Down Agent Stress
Serenova
JUNE 11, 2019
Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”. For contact center agents, ambitious performance metrics, monotonous tasks and challenging customer interactions ratchet up the job-related stress levels. And while workplace stress is a clear threat to the health of individual employees, it also directly correlates to the perennial contact center challe
New Study: Why Emotional Connection is Essential for Customer Loyalty
GetFeedback
JUNE 11, 2019
Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
3 Industries That Can Benefit Immediately from Digital Customer Service
NICE inContact
JUNE 11, 2019
Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos, online retailers, and banks. 1) Telcos.
The Key to Cost-Effective Customer Experience Automation
ConvergeOne
JUNE 11, 2019
Today, almost all contact centers use some type of call automation to lower costs, mostly in the form of an Interactive Voice Response (IVR) system. This has not been terribly effective in automating much, and when it attempts to automate workflows, it often is at the cost of customer satisfaction. Most contact centers are stuck in an old paradigm for automation, but new tools are maturing.
My Latest Podcast, with Talkdesk on EM360
Jon Arnold
JUNE 11, 2019
I get involved in various projects with UK-based EM360 , and this time around it was a podcast with Talkdesk. Our topic was how the cloud brings new value to the contact center, and my accomplice was Talkdesk’s Director of Product Marketing, Stephen Bell. The podcast was just just posted on EM360 today, so here’s the link if you’d like to give it a listen.
Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service
Nuance
JUNE 11, 2019
Nuance has been focused on pioneering the Conversational AI landscape for decades. Today the world’s biggest companies are using our solutions to engage their customers, and, in any given moment, somewhere someone in the world is talking to a Nuance-enabled conversational system. Our mission since inception has been to change the way humans and machines […] The post Nuance named leader in 2019 Forrester Wave: Conversational AI for Customer Service appeared first on What’s next.
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.
Pronounce the names of the 2020 Democratic Presidential Candidates
NameShouts
JUNE 11, 2019
There are (currently) 24 potential democratic candidates for the party’s nominee, and they really have a diverse mix of names. From Joe Biden and Tim Ryan, to Bernie Sanders and Marianne Williamson, to Pete Buttigieg and Kristen Gillibrand, there is a mix of names as varied as their policy stances. NameShouts is hardly a political publication, so we won’t dive too deep into each of the democratic candidates’ policy.
Best Australian Inbound Number Providers in 2019
Avoxi
JUNE 11, 2019
So, you're searching for the best Australian inbound number provider for your business. Since you found this article, you probably have an idea of what you're looking for. We figure that you want a reliable inbound number provider that gives you the best call quality and features for your business without paying astronomical prices. Well,… The post Best Australian Inbound Number Providers in 2019 appeared first on AVOXI.
DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report
DMG Consulting
JUNE 11, 2019
DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. 5/23/2019. Foundational component of next-gen, digitally transformed service organizations. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019-2020 Intelligent Virtual Agent Product and Market Report.
Summer-proof productivity and go mobile
Nuance
JUNE 11, 2019
Mobile usage changes when it gets warmer; as an example, smartphone usage spikes by 2x when the weather heats up. Let’s face it, during the summer months, when many of us start thinking about spending quality time with friends and family, being productive can become a difficult balancing act. Fortunately, there are new, powerful mobile […] The post Summer-proof productivity and go mobile appeared first on What’s next.
Contact Center Dialers Demystified
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Are These the Worst (Real) Customer Survey Questions You’ve Seen?
Genroe
JUNE 11, 2019
There are plenty of bad customer satisfaction surveys and plenty more bad customer satisfaction survey questions but today were looking at the worst mistakes we see made when writing survey questions. They aren’t just bad for the respondents, they’re also bad for the asking organisation because they data they collect is wrong and/or misleading.
The 3 Key Steps to Gain Actionable Data From Voice of Customer Programs
Maru Group
JUNE 11, 2019
I have sat in on several discussions where CX insight teams ask their database counterparts, “What voice of customer (VoC) information can you provide us?” And the answer promptly comes back, “Well what do you need?”. A natural reaction is to think that, I can’t tell you what I need if I don’t know what you have. However, I do understand it must be challenging for a data team sitting on tens/hundreds of variables to be able to give you a complete roster of their data warehouse.
Dr. Natalie’s 7 Steps to Great Customer Experiences
Natalie Petouhof
JUNE 11, 2019
Tweet. 1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers • Gen Y – Millennials • Silent Generation • Even toddlers… influence parent’s spending ARE YOU SERVING BROAD CONSUMER MARKETS? YOUR CUSTOMERS SPAN MULTIPLE GENERATIONS @drnatalie 3.
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