Contact Center Pipeline
DECEMBER 3, 2020
2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet paper—not necessarily in that order! Our new shelter-in-place lifestyle meant the end of social gatherings, including my favorite annual event, the SWPP (Society of Workforce Planning Professionals) Annual Conference.
Fonolo
DECEMBER 3, 2020
Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Jon Arnold
DECEMBER 3, 2020
Every so often I’ll do a spotlight piece on a trend or technology, especially ones that are not well-understood. I’ve been following the session border controller space since inception - 2004 - and it falls squarely into that bucket. Ingate Systems is one of the early players, and they’re still going strong, so that makes them a good partner for this exercise, and recently I’ve been working on this with their President, Steve Johnson.
Nicereply
DECEMBER 3, 2020
Is the customer always right? This long-standing mantra is a staple of the customer service industry. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. But in this podcast, our guest Jacob Wick from the Customer Care team at Slido , argues that it doesn’t matter who’s right; it only matters what the customer wants to accomplish.
Advertisement
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.
Eptica
DECEMBER 3, 2020
Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Published on: December 03, 2020. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
DECEMBER 3, 2020
We’re once again partnering with Snap Recordings to help you save 20% this season on new holiday greetings for your business. Snap Recordings creates professional voice recordings for businesses of all types. Snap has long partnered with VirtualPBX to offer our mutual customers recordings for their Automated Attendants and for their Voicemail boxes.
Cyara
DECEMBER 3, 2020
Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the organization," said Ann-Marie Stagg, chief executive of UK-based Call Centre Management Association, in an interview with MyCustomer.
SmartAction
DECEMBER 3, 2020
The COVID-19 pandemic is exposing frailties in our already strained US healthcare system. To cope with the surging number of COVID-19 cases, some hospitals are suspending elective procedures and converting operating rooms to ICUs. Medical resources and staff are being diverted to help with testing and treatment of patients diagnosed with the coronavirus.
Totango
DECEMBER 3, 2020
Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .
Advertisement
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
Interactions
DECEMBER 3, 2020
Technology has the power to make or break a business, especially contact center technology. Don’t believe us? Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to shuffle through menu options, or worse, wait in a virtual queue.
SmartAction
DECEMBER 3, 2020
Speech recognition is never 100% right. That’s simply a fact. If you’ve ever tried the speech-to-text feature when composing a text message, then you know how inaccurate voice transcription can be. It may get most the words right, but rarely all the words. Although we may have entered the golden age of AI, and the use of AI technologies have become part of our everyday lives, when it comes to mastering the human language, machines still fall short.
Babelforce
DECEMBER 3, 2020
Originality is great. If you have a revolutionary idea for customer service – something nobody else does – I tip my hat to you. But tried and true strategies are a lot less risky and ultimately, it’s results that count. Look at it this way: Steve Jobs didn’t really invent the GUI. Thomas Edison didn’t really invent the lightbulb. Micheal Jackson didn’t really invent the moonwalk. .
LiveVox
DECEMBER 3, 2020
It always comes back to the bottom line. Is the amount of money spent on a part of your business delivering the necessary return on investment? And when it comes to the less glamorous parts of a company, like contact centers, is the output rationalizing the input? Contact centers are a key part of a […]. The post Increase ROI and Reduce Costs Through your Contact Center in 2021 appeared first on Livevox.
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.
Quiq
DECEMBER 3, 2020
Share This Story Contactless payments, buy online pick up in store (BOPIS), and curbside pickup have become a big part of the acceleration of ecommerce brought about by COVID. Just because in-person interactions are becoming less of a thing doesn’t mean that personal service has to be. In fact, some might argue that consumers’ shift to online shopping should be more personal. .
Babelforce
DECEMBER 3, 2020
Originality is great. If you have a revolutionary idea for customer service – something nobody else does – I tip my hat to you. But tried and true strategies are a lot less risky and ultimately, it’s results that count. Look at it this way: Steve Jobs didn’t really invent the GUI. Thomas Edison didn’t really invent the lightbulb. Micheal Jackson didn’t really invent the moonwalk.
Quiq
DECEMBER 3, 2020
Share This Story Contactless payments, buy online pick up in store (BOPIS), and curbside pickup have become a big part of the acceleration of ecommerce brought about by COVID. Just because in-person interactions are becoming less of a thing doesn’t mean that personal service has to be. In fact, some might argue that consumers’ shift to online shopping should be more personal. .
Maru Group
DECEMBER 3, 2020
Remember when Bitcoin was launched, and the appeal it had when it first emerged in the shadow of the Great Recession? Most people probably don’t. It has taken over a decade to reach base awareness, but at the time, trust was at a low point and the opportunity for a decentralized currency emerged. Now, in the midst of a pandemic and the hugely volatile economic indicators in major economies, the appeal of crypto becomes easier for the everyday American to understand.
Advertisement
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.
CSM Magazine
DECEMBER 3, 2020
In the modern world, language is the main basis for communication and is something that we learn from an extremely early age. Even before we are born we will be picking up the language spoken by our mothers, and as we enter infancy our brains become a soak for everything that we hear and we very quickly learn our mother tongue. Indeed, if you want your child to effortlessly learn another language then their early years are the best time, which is why you will often see bilingual parents speaking
TCN
DECEMBER 3, 2020
Virtual is becoming the new black, out with the old and in with the new. The post 5 Benefits of Having a Virtual Call Center appeared first on TCN.
Enghouse Interactive
DECEMBER 3, 2020
Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. We’ve seen the kind of evolution that you might expect to happen gradually over 5 years compressed into 5 months, as companies were forced to embrace remote working for the majority of their employees overnight. The positive news is that 2021 is unlikely to be a year of such radical disruption.
Knowmax
DECEMBER 3, 2020
Live Chat Software: How It Benefits Both Organizations & Customers.
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!
Brad Cleveland Blog
DECEMBER 3, 2020
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the best-quality horse … Continue reading → The post Principle #1: Quality Must Be Based on Customer Needs and Expectations appeared first on Brad Cleveland.
Knowmax
DECEMBER 3, 2020
Automating customer service- here’s how to do it right.
Brad Cleveland Blog
DECEMBER 3, 2020
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the best-quality horse buggy in town: it doesn’t matter if no one wants it. A lesser-known but similarly powerful principle is also at … The post Principle #1: Quality Must Be Based on Customer Needs and Expectations first appeared
Knowmax
DECEMBER 3, 2020
5 Tips to optimize customer touchpoints.
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
SmartKarrot
DECEMBER 3, 2020
What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Though all of them have their distinct boundaries of responsibilities, people somehow get confused with some titles. One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success.
Knowmax
DECEMBER 3, 2020
Benefits Of Learning Management System.
SmartKarrot
DECEMBER 3, 2020
Role: VP, Customer Success Location: Phoenix, AZ, US Organization: States Title As a VP of Customer Success, you will be responsible for setting the Vision & Direction of the Customer Success Team at States Title to achieve Revenue, Customer Retention, and Product Adoption goals. Collaborate with VP of Sales, Product Leadership, Marketing Leadership, and Operations Leadership to ensure cross-functional alignment to customer value.
Expert insights. Personalized for you.
182 
Let's personalize your content