UJET
FEBRUARY 21, 2019
Comprehensive and easily accessible customer data is a big part of your company's competitive advantage. It helps your team craft better customer experiences and streamlines their ability to work effectively with one another.
ProProfs Blog
FEBRUARY 21, 2019
After all the hard work, money, and time; you finally packed up your long-awaited event, and it was probably the best moment of your life but was it the same for your audience or attendees? You might believe that your event met your expectations, and everything had gone as you had hoped, but what’s more important is how your attendees feel about it.
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InTheChat
FEBRUARY 21, 2019
Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. By measuring your. The post Benchmarks for digital customer service success appeared first on InTheChat.
Peter Lavers
FEBRUARY 21, 2019
What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. Think is IBM’s flagship conference designed to deliver all the technical training, strategic expertise, and impactful lessons that a company needs to compete in today’s changing world.
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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
FEBRUARY 21, 2019
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. Top Contact Center Challenges The top half of our list of challenges is dominated by technology and frontline staff items. The perennial inter-departmental strategic […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nextiva
FEBRUARY 21, 2019
For most sales professionals, the hardest part of cold calling is overcoming objections. Objections are an inevitability of cold calling that can take many forms: “I’m not interested.” “I don’t have budget.” “I’m using a competitor.” “We’re not ready yet.” “We don’t need to change.” “Just send me some information.” The list goes on. The […]. The post 14 Tips for Overcoming Objections in Sales: Go from NO to a Heck, YEAH!
8x8
FEBRUARY 21, 2019
Whether you’re heading to a new restaurant on the other side of town or taking a road trip across the country, a GPS helps get you there. Gone are the days of combing through maps, taking notes and picking what you think is the best route—only to be blindsided by traffic delays and detours. But a GPS needs precise guidance before starting out. You wouldn’t want to get halfway to Springfield, Missouri when you intended to go to Springfield, Massachusetts.
Nextiva
FEBRUARY 21, 2019
Natural disasters like fires, floods and hurricanes happen across the country on a frighteningly regular basis. Security and data breaches are commonplace in today’s society. Most businesses will experience an operational failure (such as human error or equipment failure) at least once. Given the frequency and severity of recent disasters, preparedness is a hot topic. […].
Alorica
FEBRUARY 21, 2019
For the past three years, during the season of love and in partnership with non-profit Making Lives Better with Alorica, the nearly 100 Alorica employee-led Chapters around the world participated in the “Share the ” contest. Chapters were tasked to demonstrate and post on Facebook how they shared the love in their community. To make the contest a little more interesting and in celebration of.
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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
Fonolo
FEBRUARY 21, 2019
For most call centers, service level is a very important KPI. It measures two parameters: 1) the availability of call center agents to assist customers; and 2) the speed with which agents resolve customer queries and concerns. Since any fluctuation in service levels can directly and significantly impact revenue, it’s understandable that call center executives are concerned with taking the necessary steps to consistently improve them.
SharpenCX
FEBRUARY 21, 2019
As a contact center manager, you’re responsible for a large number of agents. Your agents are your most important assets. They are integral to the long-term success of your business. As their manager, do everything you can to ensure happiness. Read More. The post Workplace Happiness: How to Make it Happen for Your Team appeared first on Sharpen Contact Center Software.
Talkdesk
FEBRUARY 21, 2019
We live in a busy, non-stop world. With everything that’s on our plates, it’s no wonder that health can fall to the bottom of our priority lists. But we shouldn’t wait until our stress reaches a breaking point for us to consider our wellness. Jenny Dempsey is a Social Media and Customer Experience Manager at NumberBarn and a health coach at Jenny Dempsey Wellness.
Avoxi
FEBRUARY 21, 2019
At AVOXI we strive to simplify and improve our buying process and customer's journey. Part of our plan to achieve this goal is to provide more descriptive and educational content. Finding the right virtual number for your business can be time-consuming and confusing. In this article, we provide answers to the most asked virtual number sale questions.
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 GS
FEBRUARY 21, 2019
The People-First culture is a buzz word in the business world now. Many companies have embraced this culture after witnessing the positive impact it has on the growth and success of various businesses. But what does People first Culture is all about? There is a variation of definition to this powerful term, but for Etech it is treating our workforce the same way we treat our customers.
Totango
FEBRUARY 21, 2019
In today’s digitally transformed business world, customers are empowered to shift their subscription loyalties at short notice and without repercussion. As such, there’s seemingly no greater crisis than a lapsed customer. But, as John F. Kennedy once noted, within each crisis there lies opportunity. It’s a chance to reinvigorate and deepen your relationship with your customer through a successful winback campaign.
Hello Customer
FEBRUARY 21, 2019
The world celebrated a little holiday called Valentine's day last week. An excellent occasion to discuss what we're most passionate about: our customers. Hello Customer and Möbius co-hosted a customer centricity event where a small group of CX professionals had the chance to discuss today's Customer Centricity challenges. If we learned anything from the discussions, it's that all industries have the same challenges in the face of shaping a customer-centric culture.
NICE inContact
FEBRUARY 21, 2019
ECSI provides university and college student loan departments turnkey servicing programs that include payment processing, customer service for student borrowers and end-of-year tax documents. In 2018 alone, the company’s 100-120 contact center agents handled over 850,000 phone calls and 350,000 chats. Although ECSI had been steadily growing for 45 years, its contact center was not keeping pace.
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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.
Jon Arnold
FEBRUARY 21, 2019
Gee, this really snuck up on me. By this time a month from now, Enterprise Conenct 2019 will be over, and I’ll be enroute to the airport to fly home. If you haven’t made plans yet, early bird pricing ends tomorrow , so if I can be of help, use this URL to register by then to save $500. How’s that for a simple message? Also in that link is another link to my profile, along with the main presentation I’m doing on speech tech in the enterprise.
Hello Customer
FEBRUARY 21, 2019
A while ago Hello Customer and Möbius co-hosted a customer centricity event where a small group of CX professionals had the chance to discuss today's Customer Centricity challenges. If we learned anything from the discussions, it's that all industries have the same challenges in the face of shaping a customer-centric culture. Here are 4 key insights we took with us after a very inspiring afternoon!
Tethr
FEBRUARY 21, 2019
We are very excited to announce the general availability of Conditional Categories – a new, powerful capability within the Tethr platform that enables innovative enterprises to gain deeper contextual understanding of the complex interactions happening with their customers. With Conditional Categories, users can now use time-based sequencing to drill down into specific interactions between agents and customers.
Concentrix
FEBRUARY 21, 2019
Learn the seven steps for embedding CX into your company's DNA. The post Create a Team of CX Heroes on Your Frontline appeared first on Concentrix.
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!
Revation Systems
FEBRUARY 21, 2019
For centuries, people have been developing unique ways to communicate with others. From the ancient Egyptians who used intricate hieroglyphics to today’s tech innovators who connected the world with the touch of a button, communications has evolved substantially over time. The past 30 years have seen mass acceleration — leaving a landscape of legacy giants who stood the test of time, and others who once stood in their place.
Comm100
FEBRUARY 21, 2019
Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. With the ability to provide always-on, real-time, personalized communication, live chat is a key tool to help get you there.
Nicereply
FEBRUARY 21, 2019
The primary focus of modern companies is to improve CX rather than sending large questionnaires or following-up the calls to your call-centre. Currently, customer experience is a hot issue in many companies. The business environment is changing with a dizzy pace. However, a few companies can handle CX well. Why is it so? The team responsible for online promotion focuses on increasing conversions.
Infinity
FEBRUARY 21, 2019
Last year, IT investment in the UK travel industry grew 5%. This was according to The Travolution Innovation Report. However, with the expected leave date for Britain fast approaching, there is now an expectation of 0% growth for 2019. Simply put, travel companies are preparing and safeguarding their resources and budgets in the event of severe economic disruption caused by Brexit.
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
Bright Pattern
FEBRUARY 21, 2019
Customer Contact Week (CCW) Australia 2019 is next week and the Bright Pattern team couldn’t be more excited. We’re looking forward to hearing from top CX leaders, networking, and learning about new trends and top strategies for improving experience and contact centre efficiency. If you’re attending and wondering how to make the most out of your time, we’ve provided our top five tips for making this year’s event the best yet.
SmartAction
FEBRUARY 21, 2019
The former Convergys Chief Executive Officer becomes the latest addition to SmartAction’s Board of Directors to assist in the growth of its top-rated AI-powered virtual agent solution for contact centers. El Segundo, CA – Feb 22, 2019 – SmartAction, the top-rated AI-powered virtual agent solution for contact centers, today announced the appointment of David Dougherty to its Board of Directors.
REVE Systems
FEBRUARY 21, 2019
With the constant smart phone penetration and availability of 3G, 4G data network, mobile internet users are constantly increasing. According to January 2018 data by statistica.com, the global mobile population amounted to 3.7 billion unique users. As of February 2017, mobile devices accounted for 49.7 percent of web page views worldwide. The Reality of Unlimited Data Concept.
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