Contact Center Pipeline
AUGUST 17, 2017
We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers, we asked industry thought leaders for their insights on why these topics are worth exploring, how they will affect contact center operations, what actions leaders can take to prepare their centers, […].
Aspect
AUGUST 17, 2017
The third and final part of our Agent Experience Report has been released today. This report covers the topic of agents and workplace communication. Interestingly enough, 81% of customer service agents feel that getting in touch with their management should be as easy as getting in touch with their friends. And that, to them, means mobile access to management.
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Totango
AUGUST 17, 2017
After new customers are fully onboarded, they move along the customer journey into the growth stage (nurture or adoption stage). For most recurring revenue companies, this stage is the longest. Looking at the representation below, customers typically spend 30 days in the new or onboarding stage, 30 days in the renewal stage, and the remaining time or 305 days of the year, in the growth stage.
DMG Consulting
AUGUST 17, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. These 8 Technologies Are Transforming the Contact Center.
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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.
Amity
AUGUST 17, 2017
Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Ultimately, what you are trying to solve for in an interview is whether there is a mutual fit for you and for the company.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
AUGUST 17, 2017
Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you're an old pro, there are a few things that you should do to prep yourself for success. Ultimately, what you are trying to solve for in an interview is whether there is a mutual fit for you and for the company.
The Center for Client Retention
AUGUST 17, 2017
This week, our # CxExpert is discussing what he thinks will be the biggest game changer to enter into the # retail world in the coming year. With companies able to obtain a complete profile of you with this technology, how do you think it will impact your shopping experience? # customerservice # cx .
DMG Consulting
AUGUST 17, 2017
Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. WFM Solutions and Vendors Are Not All the Same.
Toister Performance Solutions
AUGUST 17, 2017
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Our property manager called with a problem. The Overlook was too hot.
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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
Talkdesk
AUGUST 17, 2017
The 2017 Talkdesk event, Designing Your Intelligent Contact Center, kicks off in Chicago next week! We’ve been finalizing details about the speakers and sessions and now that everything is ready, we’re thrilled to share more information. Here are details about the speakers for the Talkdesk’s Designing Your Intelligent Contact Center event in Chicago: Shep Hyken – Chief Amazement Officer, Shepard Presentations.
Clarabridge
AUGUST 17, 2017
By: Ellen Falci, Product Manager, NLP/Enrichment, Clarabridge. This blog post is part 2 of our Debunking Natural Language Processing (NLP) series. Throughout this series, Ellen will highlight several features that help Clarabridge users go beyond simple topic analysis. This series will show you how new types of analysis aren’t so farfetched after all!
Talkdesk
AUGUST 17, 2017
The 2017 Talkdesk event, Designing Your Intelligent Contact Center, kicks off in Chicago next week! We’ve been finalizing details about the speakers and sessions and now that everything is ready, we’re thrilled to share more information. Here are details about the speakers for the Talkdesk’s Designing Your Intelligent Contact Center event in Chicago: Shep Hyken – Chief Amazement Officer, Shepard Presentations.
Verint
AUGUST 17, 2017
At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The NACC is a 503(c)(6) not-for-profit membership organization based at Middle Tennessee State University. I work under contract as research director for the NACC ( www.nationalcallcenters.org ), which gives me a pretty good reach into the end-user community.
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.
Dialer 360
AUGUST 17, 2017
Call centers are an imperative resource for organizations. They are the main line of safeguard for customer loyalty. In past, call center represented a huge number of new employments. And many of them was rely upon to develop occasion more in upcoming years. Call center managers should practice best to enhance the productivity of their assets. Most call centers put resources into new advances from CRM programming.
Fonolo
AUGUST 17, 2017
Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. In this age of technology, where the experience is constantly changing and being updated, it’s important for CX leaders to stay in the know, and discuss what’s happening in this space.
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