Wed.Nov 07, 2018

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

Fonolo

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

ChaseData

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.

Be as Easy as Ordering a Pizza

ShepHyken

Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

3 Revenue-Driving Benefits of Conversational AI

Interactions

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

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6 Most Popular Customer Experience Metrics and KPIs Explained Simply

Lumoa

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 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.

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 Close a Sale

CrazyCall

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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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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

inContact

“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?

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.

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.

Vibrant + Sharpen Customer Story

SharpenCX

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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

SmartAction

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

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.

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

Nuance

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 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.

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.

At the end of the day…YOU define success

Nuance

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.

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.

International vs Domestic Toll Free Numbers

Avoxi

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

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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.

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.

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.

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

SmartAction

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

Salmat

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

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.

Three Reasons Video Game Development Should Include Professional Translation and Localization

Voiance

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.

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