Convoso

DECEMBER 11, 2019

You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel.

Outbound sales 250

Outbound sales Sales 250

Contact Center Pipeline

DECEMBER 11, 2019

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional microphones that contribute to a more productive workplace. Trends like collaboration and mobility have become intrinsic to the modern office. However, as with any type of business technology, security is a […].

Technology 130

Technology Contact Center Call Center 130

Taylor Reach Group

DECEMBER 11, 2019

By Colin Taylor. “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience.

Customer Experience 119

Customer Experience Coaching Contact Center Morale 119

Unymira

DECEMBER 11, 2019

The hottest term in customer service in 2019 was “customer experience” or “CX” (not to be confused with the Mazda CX in Google search results).

Customer Experience 89

Customer Experience Customer Service 89

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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.

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well.

Customer Service 296

Customer Service Sales Marketing Technology 296

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys.

Analytics 88

Analytics Customer Experience Surveys Feedback 88

Spearline

DECEMBER 11, 2019

Strong connectivity is the key to the future. The days of waiting around for your internet to barely handle multiple connected devices are over. Supporting faster mobile connections, 5G allows you to stream smoother films, upload videos and images faster, and connect more of your devices (phones, tablets, laptops, etc.) to the internet with less delay.

Wireless 87

Wireless Enterprise Technology Management 87

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments.

Analytics 78

Analytics Customer Experience Feedback 78

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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

Surveys

CSM Magazine

DECEMBER 11, 2019

AirAsia is closing its voice call centers and replacing them with a chatbot. The chatbot, named Ava (AirAsia Virtual Allstar) is powered by artificial intelligence and has been busy handling some 50,000 messages daily this year. The announcement was made by AirAsia’s client director of happiness, Adam Geneave at the annual Salesforce Dream force Conference.

Chatbots 75

Chatbots Call Center Customer Service 75

Cyara

DECEMBER 11, 2019

2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

Marketing 67

Marketing Interactive Voice Response Contact Center Call Center 67

Fonolo

DECEMBER 11, 2019

HOLD IT: If you’ve ever sent a tweet complaining about being on hold, then chances are you’ve been featured on the Fonolo-powered website: onholdwith.com. It collects and curates the millions of Twitter complaints about being put on hold, and it has just released its annual list of hold-time offenders. The site, launched by Fonolo a few years back, this year collected over a whopping hundreds of thousands of posts mentioning the phrase “on hold with” from Twitter.

Airlines 67

Airlines Telecommunications Wait times Banking 67

bold360 Blog

DECEMBER 11, 2019

It’s 8:00 p.m. Do you know where your customers are? Hint: They’re on messaging apps. Every month, billions of people engage on messaging applications: 6 billion on WhatsApp. 3 billion on Facebook Messenger. 1 billion on WeChat. Messaging is the new conversational currency. Around the world, people send more than 50 billion messages each day to communicate with one another.

Chatbots 64

Chatbots Customer Support Customer Experience Customer Service 64

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.

Customer Experience

LiveVox

DECEMBER 11, 2019

LiveVox’s Year in Review with CEO Louis Summe We’re gearing up for some big things in 2020. As we set our intentions for the new year and get ready to pop the bubbly when the ball drops, we wanted to reflect on what’s happened over the last 365 days. This month we had the opportunity. The post LiveVox’s Year in Review with CEO Louis Summe appeared first on Livevox.

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Talkdesk

DECEMBER 11, 2019

When purpose and passion collide—BAM! That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why now? My career journey has been fulfilling, and I am grateful to have gained such unique experiences, no doubt due to special teams I have been a part of and th

Chief Customer Officer 56

Chief Customer Officer Customer centricity SaaS Contact Center 56

Sampson Lee

DECEMBER 11, 2019

In my opinion, customer-centricity has three limitations: 1. It is exclusive to service-focused/related brands. 2. It has perplexing definitions. 3. It is unachievable for most enterprises. The two-ply toilet paper of Starbucks I’ve been asked how I define customer-centricity and had no clue until I discovered the definition given by Joseph Michelli, chief experience officer […].

Customer centricity 55

Customer centricity Enterprise Customer Experience 55

Rudy Vidal Consulting

DECEMBER 11, 2019

Delegating is a necessity, but it’s also a skill. Good delegation is a requirement for good leadership. I see six tenets for good delegation. 1. Communicate the Why. The person doing the task needs to know why it’s important. Why are they doing it? The answer should not be, “This is a crappy job my manager doesn’t want to do.” Instead the doer must feel the end value of even the simplest tasks, so they feel they’re contributing to the end goal. 2.

Morale 52

Morale Consulting Consulting Accountability 52

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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.

Self service

Talkdesk

DECEMBER 11, 2019

When purpose and passion collide—BAM! That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. Why now? My career journey has been fulfilling, and I am grateful to have gained such unique experiences, no doubt due to special teams I have been a part of and th

Chief Customer Officer 52

Chief Customer Officer Customer centricity SaaS Contact Center 52

Ameyo

DECEMBER 11, 2019

Enterprises that center their business processes around customer experience and customer engagement strategies are often more successful than those which don’t. With a focus on enriching the customer experience, they need to stay responsive to the customer’s changing demands. With a plethora of options in their hands, customers look for faster and easier solutions to … Ameyo Product Updates: New Features, New Commitments Read More » The post Ameyo Product Updates: New Features, New Co

Enterprise 52

Enterprise Customer Experience 52

JivoChat

DECEMBER 11, 2019

Holiday sales are one of the best opportunities for businesses to boost their conversions and increase brand awareness. However, product and service prices aren’t the only thing you should leverage to attract more customers. To stand out from your competitors and drive holiday sales in your ecommerce, you really should consider offering a free live chat on your company website.

Sales 52

Sales CRM Chatbots Customer Service 52

Ameyo

DECEMBER 11, 2019

Enterprises that center their business processes around customer experience and customer engagement strategies are often more successful than those which don’t. With a focus on enriching the customer experience, they need to stay responsive to the customer’s changing demands. With a plethora of options in their hands, customers look for faster and easier solutions to … Ameyo Product Updates: New Features, New Commitments Read More » The post Ameyo Product Updates: New Features, New Co

Enterprise 52

Enterprise Customer Experience 52

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!

Feedback

Rudy Vidal Consulting

DECEMBER 11, 2019

Delegating is a necessity, but it’s also a skill. Good delegation is a requirement for good leadership. I see six tenets for good delegation. 1. Communicate the Why. The person doing the task needs to know why it’s important. Why are they doing it? The answer should not be, “This is a crappy job my manager doesn’t want to do.” Instead the doer must feel the end value of even the simplest tasks, so they feel they’re contributing to the end goal. 2.

Morale 52

Morale Accountability Personalization Management 52

Infinity

DECEMBER 11, 2019

This blog is a guest post by our partners at RingCentral. It’s easy to overlook how much technology has changed our day-to-day lives. Until you take a step back and think about the norms of even a few years ago, you don’t appreciate how far things have evolved. Across every niche and field, we as consumers increasingly demand things on our own terms.

Banking 52

Banking Finance Analytics Accountability 52

Calltools

DECEMBER 11, 2019

It’s the most wonderful time of the year — and the busiest. Forty percent of all businesses say call volume increases by as much as 70 percent during the Christmas period. This could leave your call center agents overwhelmed. Increased call demand can soon ruin any festive cheer during the holidays. Overworked, overstressed call center agents can soon feel the pressure, and this will impact overall morale and productivity in your organization.

Call Center 52

Call Center Morale Sales Advertising 52

ChaseData

DECEMBER 11, 2019

Launching a call center isn’t something that has to be reserved for those with years of experience in the industry. While experience can certainly help you prepare for the launch of your new business, there are plenty of people who set up small contact center operations from their own home or a rented space with great success. Here, we’ll show you what it takes to prepare for launching a call center - and doing it right from the very beginning!

Call Center 52

Call Center Contact Center 52

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

Journey mapping

Injixo

DECEMBER 11, 2019

Asynchronous Chat is developing into a promising new channel for contact centers. If you want to make use of it, read on to learn more about the challenges and potential benefits for your center.

Contact Center 52

Contact Center 52

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. 12/11/2019. Strong and innovative sector with sustained growth and momentum. 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 Cloud-Based Contact Center Infrastructure Product and Market Report.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Creative Virtual

DECEMBER 11, 2019

By Mandy Reed, Global Head of Marketing. The new year is just around the corner, which means it is once again time for our annual look back over the past 12 months. 2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. It’s always difficult to condense a whole year into one blog post, so here are just a few of the highlights.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40