Wed.Nov 07, 2018

Infographic: 6 Small Changes That’ll Make a Big Difference in Your Contact Center


It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary.

What Contact Center KPIs Are on Your Dashboard?

Bright Pattern

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics , that supervisors use on a daily basis to monitor the status and productivity of their agents , teams , and services.

Outbound Lead Generation: Best Practices for the Modern Approach


In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is.

3 Revenue-Driving Benefits of Conversational AI


NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center. Artificial Intelligence

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Inside View: TaskUs

Contact Center Pipeline

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it.

More Trending

A Guide to Navigating the Digital Hype


Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice.

The Steep Costs of Contact Center Outages

Aria Solutions

Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees.

Analysts Establish AI-enhanced Self-Service as a Category and Name First-Ever Leaders


In the contact center, it isn’t often that a new category of technology emerges.

The Steep Costs of Call Center Outages

Aria Solutions

Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread call center outages likely keeps you up at night.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Bot vs spouse: How much do customers talk to chatbots?


By 2020 the average person will have more conversations with bots than with their spouse.¹ How would you go about making such a prediction? To start, defining these terms and measuring them is not a simple task. First, we should start by defining what a “bot” is.

Why EQ is Key in an AI World

24-7 InTouch

Artificial Intelligence (AI) has been a hot topic in the customer service space for years, and the adoption of it is only going to accelerate. Forward-thinking brands leverage AI as a means to strengthen the human connection they have with their customers.

Vibrant + Sharpen Customer Story


Vibrant Empowers Employees to Create Unique Experiences and Serve Members in up to 60 Seconds. With the force of digital driving a new crop of FinTech start-ups sprinkled across the country, Vibrant Credit Union set out to modernize the way. Read More.

At the end of the day…YOU define success


In high school, I was nominated to participate in a “Calendar Girl” contest which meant if I won, I would have my photo on one month of the high school’s calendar.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why is ZOOM an NPS® Promoter?

Zoom International

Is your goal to hit contact center metrics? Most companies buy into the belief that satisfied customers equal increased loyalty and revenue. In the day to day operations of many contact centers, we focus on traditional operational metrics, such as service level, talk time and adherence.

“Are We Efficient?” Five Metrics for Tracking Efficiency KPIs


“How efficient are we? And where can we more be more efficient?” If you are a call center manager, you likely ask these questions on a regular basis. But where do you find the answers?

Why Your Business Needs a Multilingual Contact Center

Outsource Consultants

Your company strives to provide great customer service. But are you able to serve every customer interested in your products and services? A recent article by Deeksha Dadu emphasizes a crucial requirement for every company: the ability to provide multilingual customer service.

Bleisure customer experience: Meeting the needs of the modern traveler

TELUS International

Learn how to deliver exceptional customer service to travelers who blend business and leisure

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

How To Close a Sale


Often, the most important step in the sales process is the one that’s usually neglected. Regardless of how innovative, superior to the competition or packed with features your product is, you need to ‘close the sale’. Whether it’s about closing a sale over the phone or face-to-face, this step of the sales process is usually the one that carries the highest emotional burden, capable of making even the most seasoned salesperson nervous.

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply


Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn. RSS generated with FetchRss

The Calling Card of a White-Glove Implementation

Momentum Telecom

Drop ship and self install? No way! As we talked about in our previous post, white-glove service has a range of definitions for many companies, but Momentum leads the way in delivering on a true white-glove promise that starts right at the very beginning with the sales process. Once an organization signs on the dotted line and officially becomes a customer, the implementation phase begins.

How to Reduce Call Center Overhead Costs with On-Demand Customer Care

Working Solutions

For most businesses, maintaining a call center is no easy task. With the explosive growth of consumer technology in recent years, creating a superior customer experience today requires using a modern, sophisticated contact center. And that means not only keeping up with the latest advancements in hardware and software, but also leveraging a team of […]. The post How to Reduce Call Center Overhead Costs with On-Demand Customer Care appeared first on Working Solutions.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

International vs Domestic Toll Free Numbers


As the top provider of international and domestic toll free numbers worldwide, customers often ask us about the differences between these two types of numbers. Today, we’ll clear up any confusion. Topics covered include: What is a domestic toll free number? The differences between international vs domestic toll free numbers. Which countries use domestic… The post International vs Domestic Toll Free Numbers appeared first on AVOXI. Virtual Numbers


CLI’s Video Remote Interpreting Language List Doubles to Keep Up with Demand

Certified Languages International

When clients approach us with the need for interpreters in a new language, we listen. In addition to the dozens of new client-requested languages we’ve added to our over-the-phone interpreting (OPI) language list, we’re expanding our video remote interpreting (VRI) roster, as well.

SmartAction Wins the Frost & Sullivan 2018 North American Product Leadership Award for Its AI-enhanced Customer Self-service Solutions


Leading analysts name SmartAction as the top solution provider for contact center leaders looking for an AI-powered solution to automate voice and chat conversations handled by live agents. EL SEGUNDO, CA (November 7, 2018) – SmartAction today announced it has been recognized by Frost & Sullivan as the recipient of the 2018 North American Product Leadership Award for its artificial intelligence (AI)-enhanced customer self-service solutions.

Create More Meaningful Digital Advertising


Reaching the right customers at the right time with the right message has never been easier and more complex than before

How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Three Reasons Video Game Development Should Include Professional Translation and Localization


Video games are all about immersion. You can have the most compelling story line, beautifully rendered graphics, and well-crafted characters - but all that authenticity can easily fall apart once the game is exported internationally.