CX Global Media
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. But you can’t ignore this issue, or else you’ll be tearing apart and ripping out your new technology as quickly as you’ve put it in.
UJET
FEBRUARY 28, 2019
When you know more about your customers, you can provide the best possible experience at all times. It sounds simple enough, but gathering the right kind of customer data requires tact and understanding from your agents of what kind of information is valuable to the company as a whole.
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Guru
FEBRUARY 28, 2019
When it comes to empowering salespeople to close deals and drive revenue, too many sales enablement solutions fall short by placing the emphasis on content rather than conversations. While content like case studies, product one-sheets, and white papers absolutely have a place in advancing the sales process, that place is to reinforce existing conversations.
Contact Center Pipeline
FEBRUARY 28, 2019
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past month included topics on training tools, WFM tips to ensure schedule compliance, a look at key technologies at the top of every contact center’s must-have list, interesting findings from our recent […].
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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.
Nextiva
FEBRUARY 28, 2019
Work remote often? We’ve got you covered with 25 of our favorite working from home tips for you to implement into your daily routine. Working from the comfort of your couch, home office, or bed, offers flexibility and work-life balance that most professionals desire. After all, who wouldn’t want to work whenever they wanted, on […]. The post 25 Working from Home Tips to Slam-Dunk Tasks [2019 Update] appeared first on Business VoIP, Customer Experience, Sales & Marketing Content -
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
FEBRUARY 28, 2019
It’s been several years since Gartner reported that 89 percent of organizations planned to compete on customer experience. Since then, the importance of customer experience has proven itself many times over. Studies show that customer experience impacts the bottom line. Including one by Temkin Group that shows a positive correlation between good customer experience and future purchase intention. … How to Compete on Customer Experience Read More ».
Fonolo
FEBRUARY 28, 2019
We are now controlling the transmission. This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX). We are firmly in a CX renaissance: 89% of companies now compete on the basis of customer experience alone. So, in 2019, breaking through the noise coming from the competition and providing a static-free customer experience are both increasingly important.
Customer Experience Matters
FEBRUARY 28, 2019
Does your organization listen to its employees? I mean, really listen and act on what they say. Based on what our research has uncovered, it’s likely that the true answer is “no.” Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. employees strongly agrees with the statement, “My company asks for my feedback and acts upon what I say.” In the report, Employee Engagement Competency & Maturity,
Totango
FEBRUARY 28, 2019
Your user adoption metrics create a silent, unending conversation between your enterprise and your customer. They are invaluable in helping you understand the results your customers are getting from your product. And in today’s customer-centered economy , there’s nothing more important than generating real value for your customer. Adoption is about more than just usage; it’s about helping your customer get the most out of your services.
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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
NobelBiz
FEBRUARY 28, 2019
Christian Montes | Executive Director of Sales at NobelBiz | Contact Center Technology Company Published on February 25, 2019 Most companies don’t know their calls are being mislabeled or blocked and to what extent. I have discussed this subject with over 100 companies and the truth is the subject of call labeling and blocking is complicated, [ ] The post The Call Labeling and Blocking Ecosystem – and how to navigate it appeared first on NobelBiz®.
TELUS International
FEBRUARY 28, 2019
Discover four leadership traits needed to build a customer-obsessed organization.
OctopusTech
FEBRUARY 28, 2019
The Scope of Outsourcing in India. Being a top business trend, the question may come in your mind that what is the scope of outsourcing in a country like India?… Well, India has managed itself as a major hub for outsourcing business at the global level. Today many international companies, as well as Indian brands, prefer to go for outsourcing in India for better customer services.
TELUS International
FEBRUARY 28, 2019
Discover four leadership traits needed to build a customer-obsessed organization.
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.
ProProfs Blog
FEBRUARY 28, 2019
Are your customers not so important for you? Do you often avoid their issues and requests? Are you witnessing a steady loss of customers? If the answer to all these questions is “yes”, your business is surely in big trouble, my friend! It’s high time that you realize the value of customer service and loyal customers. Don’t take them for granted, as acquiring new customers is a hard nut to crack.
Working Solutions
FEBRUARY 28, 2019
After leading Working Solutions for 23 years, founder and chief executive Kim Houlne has definite points of view about what constitutes great service. In an ongoing series posted on Contact Center World, Houlne and other industry leaders share their thoughts in the piece, ”Is Customer Service Better or Worse Than a Year Ago – Part […].
ProProfs Blog
FEBRUARY 28, 2019
If you’re a regular online shopper like I am, pretty sure when you complete a transaction, you get one of those satisfaction surveys too. Even when carpooling or taking a cab, they ask you to rate the ride and so on, so why exactly do companies conduct surveys? To put it simply, companies conduct surveys to uncover answers to vital questions influencing their decision making.
Hello Customer
FEBRUARY 28, 2019
New month, new Hello Customer digest! And February has been quite a month for us. We hosted a customer centricity event with Möbius Business Redesign. We kicked off an awesome collaboration with Snackbytes to create engaging and creative video content to share our vision and passion with everyone. We launched our new logo ?! And last but not least: we released our brand new event center.
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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.
ClearAction
FEBRUARY 28, 2019
Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. “What we did five or ten years ago won’t be good enough for what we have to do in five and ten years from now.
Toister Performance Solutions
FEBRUARY 28, 2019
Do you send holiday cards to your customers? It's become hit or miss over the years. Sending cards is time-consuming, and there's always a worry that they won't be noticed in a meaningful way if everyone else mails a card at the same time. Some businesses stand out by picking a non-traditional time to send cards, such as the Fourth of July, Thanksgiving, or Valentine's Day.
NobelBiz
FEBRUARY 28, 2019
The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available. In call queues, the typical distribution method is first in, first out.
Nuance
FEBRUARY 28, 2019
This content was also published in Health Data Management on November 28, 2018 and is co-authored with Dr. William Boonn, CMIO, Nuance Healthcare. As healthcare’s technology pioneers, radiologists are following the ongoing development and design of artificial intelligence (AI) models to detect abnormalities in diagnostic images with a mix of anticipation and uncertainty.
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!
Kayako
FEBRUARY 28, 2019
The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. But developing a strategy to deliver that great experience isn’t as simple as deciding you’re going to do it.
Alorica
FEBRUARY 28, 2019
With an appreciation for the creativity of writing, advertising and graphic design, Tonya Goforth pursued a degree in Business Management with an emphasis in Marketing. Since college, she’s navigated her way through different positions in various industries, gaining valuable experience and meeting supportive contacts along the way. Now, as Alorica’s Director of Sales Enablement, she and her remote.
Global Response
FEBRUARY 28, 2019
Earlier this month the CEO of Global Response, Wendy Leuchter, braved the cold and snow to meet with students from Fisher College of Business at The Ohio State University. Through a partnership more. The post Global Response Visits Ohio State University appeared first on Global Response.
Alorica
FEBRUARY 28, 2019
Beers Tapped to Ensure a Culture of Operational Excellence and Enable Optimal Scalability and Growth IRVINE, Calif. – (Feb. 28, 2019) – In a move designed to further champion Alorica’s culture of passion, performance and possibilities while also fostering greater empowerment for employees, Alorica Inc., a global leader in customer experience solutions, today announced the promotion of Colleen.
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
Merchants
FEBRUARY 28, 2019
As companies look to technology to improve their customer experience, CX teams will need to bridge the gap between their goals and real customer-focused change from within. The post 3 Ways That Chatbots Fail appeared first on Business Process Outsourcing Services | Merchants.
Bright Pattern
FEBRUARY 28, 2019
There’s an old saying that goes, “Dress for the job you want, not the job you have.” Even in this age where sneakers and a T-shirt are becoming common in the workplace, research confirms that donning nice clothes increases focus and leadership skills. It’s also a reminder that we should focus more on the goals we want to achieve and less on instant gratification.
Merchants
FEBRUARY 28, 2019
As companies look to technology to improve their customer experience, CX teams will need to bridge the gap between their goals and real customer-focused change from within. The post Seven key areas that help to build a sustainable business and create happy customers appeared first on Business Process Outsourcing Services | Merchants.
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