ShepHyken
DECEMBER 7, 2018
This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Here’s how some businesses are winning by texting. A few years ago, my wife and I were trying to pay our bill at a restaurant after enjoying a meal with one of our sons.
Global Response
DECEMBER 7, 2018
Using games in the contact center can change associates’ behavior, by boosting motivation, engagement and performance. More importantly, it creates fun! Games can even be used as a wanted distraction during more more. The post 5 Tips for Engaging Your Team with Motivational Games appeared first on Global Response.
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Taylor Reach Group
DECEMBER 7, 2018
By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition.
Beyond Philosophy
DECEMBER 7, 2018
There are two key ways people make decisions: intuitvely or rationally. We discuss why this is important to designing your customer experience and how this can have a key effect on customer loyalty. We reveal how you can benchmark your organization’s performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.
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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.
ProProfs Blog
DECEMBER 7, 2018
The holiday season has knocked your doorstep. And it’s time you gear up to tackle all customer queries and requests on time. Now, there are many online platforms that advice you on how to improve your customer service this holiday season. But not all of them point towards ‘the best tips’. That’s okay. They all have some practical tips that contribute to building a better service for your customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CrazyCall
DECEMBER 7, 2018
The call center industry is growing at an amazing rate. The revenue generated from this global industry is currently estimated at $22.9 billion. It is expected that by 2022, this value will rise to $400 billion with a global workforce of about 1.8 million. These figures are impressive; it is however not surprising considering the outstanding benefits of having a call center.
BetterXperience
DECEMBER 7, 2018
I avoid grocery stores like the plague. I end up spending an hour deciding on a box of cereal. Kicker is I don’t even like cereal that much. If you lead a service organization you must feel the same way. Where should you focus your time. How can you make the most difference? If you are any good at your job, you have narrowed it down to PEOPLE.
Stratifyd
DECEMBER 7, 2018
Estimated reading time: 1 minute. In October, the Charlotte Business Journal published the 2018 list of the fastest-growing private companies in the area. At a banquet revealing the ranking of the 50 honorees last night, Stratifyd secured the No. 2 slot. “It’s an incredible honor to be featured among Charlotte’s Fast 50,” Stratifyd CEO Derek Wang said.
CrazyCall
DECEMBER 7, 2018
You’ve heard that SMS is one of the most convenient and easiest ways to communicate and send business-related information. But what about sales promotion via mass text messaging? We, the team of AtomPark Software , already for 12 years develop tools for professional Mass Texting Marketing and want to share our experience with you. In this article, we will give you the basic guide on how to boost your sales sending promotional mass text messages.
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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
ChurnZero
DECEMBER 7, 2018
The following is a guest blog post by Jakub Slámka, CMO at Nicereply. . Something that may seem trivial to you may be a serious friction point for your customers. The worst thing is they probably won’t let you know. When’s the last time you tried a new service or a product? How was the setup experience? Was it simple and easy, or frustrating and hard?
teleopti
DECEMBER 7, 2018
Disclaimer – the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving to retain their staff. Employee retention has been one of the biggest Contact Centre challenges for a long time, and yet, Contact Centre annual attrition rates rarely fall
Liveops
DECEMBER 7, 2018
Intentional scheduling is the future of time management. The nine-to-five grind might’ve made sense half a century ago. Today, however, millions of people are taking charge of their working hours by finding opportunities that allow a flexible schedule or offers complete autonomy in deciding when to work. A growing number of organizations and business leaders are responding to the “intentional scheduling” mindset in order to attract talent.
Alorica
DECEMBER 7, 2018
Making Lives Better with Alorica (MLBA) has expanded its Latin America presence, launching in Panama! MLBA Panama will start with two Chapters – Juan Diaz and Panama West at Alorica contact centers in Panama City. MLBA is a separate 501(c)(3) non-profit entity that brings to life Alorica’s vision – to make lives better, one interaction at a time, by empowering Alorica employees to do exactly that.
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.
Ameyo
DECEMBER 7, 2018
Have you been looking for a contact center solution that fit your business? Cloud Based Contact Center technology is reigning the world of customer service and if you belong to the domain of customer experience strategies, cloud contact center is the resort for you. Cloud-based solution has seen tremendous growth in past few years and […]. The post Why Do You Need Cloud Based Contact Center?
Talkdesk
DECEMBER 7, 2018
Talkdesk, a leading provider of contact center solutions, has announced that Gillian Heltai, VP of Client Services, has won the 2018 Aragon Research Women in Technology Award for Operations. This award reflects the achievements of women who have demonstrated outstanding personal and professional growth and significantly contributed to the technology industry.
CSM Magazine
DECEMBER 7, 2018
Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands. The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals. Discover the main issues in-house customer service leaders are facing, find out where they are spending their budget and compare priorities against the world’
Bright Pattern
DECEMBER 7, 2018
Customer Contact Central just released its annual list of top content in the category for omnichannel customer experience. It is chock-full of great content from vendors and media providers like Contact Center Pipeline. We are happy to announce that two of Bright Pattern’s articles were included in the list this year.
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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.
LiveChat
DECEMBER 7, 2018
Imagine, while you are walking back home from a hard day’s work, you meet two strangers at different times, asking for help individually. First guy rants “Hey you! Come here and help me!” while the other starts with “Hey mate, please help me?” Whom would you be more inclined to help? Naturally the second guy, right? How you start your conversation contributes to how much the other person is inclined to engage with it.
TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.
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