Ansafone
AUGUST 14, 2019
As you're considering the different options for your company, take into account the benefits of chatting live with customers. The post The Benefits of Live Chat appeared first on Ansafone Contact Centers.
The Call Center School
AUGUST 14, 2019
Employee training, anyone who has had a job has gone through it and ask a handful of people about their experience with employee training and you’re likely to get a negative recollection of how boring it was. But it’s easier than you think to make courses more focused, engage learners, and positively influence behaviors. And employees who are engaged in their training will retain more information, are more likely to pay close attention to their work, ensure that all procedures and processes are
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Beyond Philosophy
AUGUST 14, 2019
I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.
ShepHyken
AUGUST 14, 2019
I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St. Louis Cardinals team. He was one of our best—and still is one of the best to ever play the game.
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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.
Contact Center Pipeline
AUGUST 14, 2019
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require exceptional agents to lead a memorable and impactful customer experience while upholding their company’s brand and values. Whether through direct, chat or online engagement, the agent role demands specialized skills that […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
AUGUST 14, 2019
ACE is never complete without the ACE Awards and 2019 did not disappoint. To add to the celebration at our closing ceremony we added Mimosas and Bloody Marys and tons of FUN! Congratulations to our winners and thank you for sharing your inspiring stories with our audience! Colleen Sheley and Michael Harris. Our winners this year were: . 2019 ACE CUSTOMER AWARDS | BEST-OF-BREED .
GetFeedback
AUGUST 14, 2019
Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest adv
TRUSTID
AUGUST 14, 2019
What’s the general perception of your contact center? Are your customer satisfaction rates on the upswing or declining? While many call centers believe they provide excellent customer service, sometimes the actual experience can carry a different tone. One of the factors in helping you determine this is the method at which you authenticate callers. Do your telephone agents provide a friendly greeting before immediately addressing their needs, or are you from the camp that first needs to ask a nu
Avaya
AUGUST 14, 2019
In George Orwell’s epic novel 1984 , our protagonist Winston Smith is constantly aware that he must toe the government’s line because “Big Brother is watching.” When Orwell’s dystopian work was first published in the middle of last century, the technology needed to monitor citizens’ coming and going was in its infancy; but now, some seven decades later, it is becoming mainstream.
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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
BlueOcean
AUGUST 14, 2019
For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier.
JustCall
AUGUST 14, 2019
Things work better when they work together. Collaboration and teamwork have time and again proven to be essential at workplaces. However, it is not just the collaboration between a particular team’s members that is essential. There needs to be harmony in the inter-team network too. The need for this harmony has been seen heavily between two teams – customer success and sales.
Upstream Works
AUGUST 14, 2019
What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform. When we at Upstream Works talks about it, our focus is more on the data and the endless possibilities – as defined by our customers and partners – for manipulating, presenting, and leveraging that data.
Nexmo
AUGUST 14, 2019
Introduction. QR codes are everywhere these days: on the back of business cards, on flyers, or billboards—you name it. They make information quickly accessible for anyone with a smartphone and thus have become popularized in the past decade. Today we are going to capitalize on that functionality to create an interactive scavenger hunt throughout your city!
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.
Etech
AUGUST 14, 2019
Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. From handling escalated calls, upset customers stressed-out agents, and endless to-do lists; the list of challenges tends to get longer and longer.
Jon Arnold
AUGUST 14, 2019
Another week, another industry event. This time it’s for Adtran Connect , a company I have some good history with. Not my core focus, but enough pieces that touch on things I follow, so it’s definitely time well-spent. I’ll have more to say soon, and for now, here’s my usual quick-take post with photos before I move on to the next thing. Day 1 keynotes from Curtis Knittle of CableLabs, and Matthew Hare of UK-based Zzoomm.
SharpenCX
AUGUST 14, 2019
A watch, a computer, and a phone all walk into a ba…. An office. A watch, a computer, and a phone all walk into an office. They each exist and serve their own functions individually. But they’re compatible, too. They. Read More. The post Can Your Technology Vendor Survive in Your Digital Ecosystem? How to Find a Partner that Breathes Life into Your Transformation Strategy appeared first on Sharpen Contact Center Software.
NICE inContact
AUGUST 14, 2019
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.
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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.
Certified Languages International
AUGUST 14, 2019
Certified Languages International (CLI) is proud to announce that we made the cut on Inc. 5000’s annual list of the fastest-growing privately held companies in the U.S., for the eighth time since 2010. CLI has grown 59 percent in the last three years, expanding to a total of 173 employees with offices in both Portland, Oregon, and Phoenix, Arizona. “We’re honored to be recognized by Inc. for the eighth time as one of the country’s fastest growing companies,” said CLI CEO Kristin Quinlan.
NICE inContact
AUGUST 14, 2019
Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.
SharpenCX
AUGUST 14, 2019
Customer service teams catch a lot of flack. I mean just think of what comes to mind when you think of traditional call centers. Long wait times, many call transfers, agents who have no authority to actually fix your problem. Read More. The post Out with the Old, in with the New: Leave Behind your Old Technology and Set New Standards with your Cloud Contact Center appeared first on Sharpen Contact Center Software.
SmartAction
AUGUST 14, 2019
As conversational AI capabilities and affordability have made big strides, organizations of all shapes and sizes are implementing it differently. At the highest level, these companies come in two types. The first hold onto their existing IVR and merely transfer routine conversations to AI-powered virtual agents while transferring the rest to live agents.
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!
Etech
AUGUST 14, 2019
Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left to today’s agent. Effectively leading today’s call center agent can be even more challenging. From handling escalated calls, upset customers stressed-out agents, and endless to-do lists; the list of challenges tends to get longer and longer.
Strategic Contact
AUGUST 14, 2019
If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). There has been so much promise and hype tempered by an equal measure of disappointment. To tip the scales in favor of excitement, here’s my list of game-changers that can transform a lackluster SS.
Genroe
AUGUST 14, 2019
One of the most common causes for confusion for my clients, when trying to convert leads into sales, is figuring out how TOFU, MOFU and BOFU content should differ within the inbound marketing scheme of things. Out of the three, BOFU is by far the hardest content to create well, it is also, arguably, the […]. The post BOTF Content to Convert Leads into Sales appeared first on Genroe.
LiveChat
AUGUST 14, 2019
Everyone has an opinion. Thanks to the Internet, everyone can share what they think in an open forum. Yelp, Google Reviews, Houzz, and more serve as the review platforms for customers of restaurants, auto shops, and home services. Transparency might be intimidating for small and large businesses because consumers can poke holes in a company’s controlled messaging.
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
Advantage Communications
AUGUST 14, 2019
In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Technologies such as contact center artificial intelligence (AI) , chatbots and intelligent virtual agents are all crucial components of creating a superior customer experience (CX) and improving customer satisfaction.
Calabrio
AUGUST 14, 2019
Every year, Calabrio puts on a show with the annual customer conference. Sure, there are glitzy lights, more food than you could imagine, and swag as far as the eye can see. But at the center of Calabrio Customer Connect is the attendee experience, and this goes far deeper than swag and food. When attendees arrive in San Antonio, they’ll be treated to an unrivaled networking and learning experience.
Whitepages Pro
AUGUST 14, 2019
Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.
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