Callminer
MARCH 2, 2020
Solving a caller’s problems quickly can significantly improve their perception of your organization’s overall quality and competency. However, achieving the fastest possible resolution speed – over the course of a single call – can prove to be more complicated than it seems. There are many variables involved in handling customers’ calls efficiently enough to resolve them without need for additional contact to be made on their part.
Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?
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Enghouse Interactive
MARCH 2, 2020
What is at the heart of delivering customer service success? In my experience, it comes down to the concept of amazement. This concept is an integral part of my customer service philosophy and I’ve outlined more about it in the updated edition of my book, The Cult of the Customer. What drives amazement? Delivering amazement to your customers may sound daunting but let me explain.
ShepHyken
MARCH 2, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. (Forbes) CX in its current form is broken.
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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.
Spearline
MARCH 2, 2020
Welcome Argentina to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers' call experience. We are always working to ensure it is of the best quality. Testing your numbers around the world needs global coverage, and we are getting closer to covering that scale. We are delighted to announce that Argentina mobile has been certified and is available to all Spearline customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
MARCH 2, 2020
Understand the importance of pulling in customer feedback for data analysis and how to harness the power of Einstein Prediction Builder.
C3Centricity
MARCH 2, 2020
I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!
GetFeedback
MARCH 2, 2020
In this article, we give some tips on how to best design your survey to fit your audience and make your survey more successful.
Jon Arnold
MARCH 2, 2020
Last month was a whirlwind with Future of Work Expo, conference planning, podcasts, video interviews, judging for Best Of Enterprise Connect, and starting up new projects. Not sure how, but I still managed to get some writing done, and here’s the roundup. 3 Ways CPaaS Enhances Collaboration and Workplace Productivity , Toolbox.com, Feb. 26 Avaya Engage - They’re All-In - Are You All-In?
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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
NICE inContact
MARCH 2, 2020
Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.
Aspect
MARCH 2, 2020
Users of Aspect® Workforce Management know that our workforce optimization solutions increase productivity for agents while enhancing their work lives—from flexible scheduling to easily managing their schedules via smartphone. . With so much to offer, are you truly using your WFM solution to the fullest? Here’s your opportunity to find out and learn more about the possibilities. .
NICE inContact
MARCH 2, 2020
NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Ask employees in the NICE inContact office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again.
GetFeedback
MARCH 2, 2020
Web surveys are great for customer feedback, but how do you figure out what feedback to capture?
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.
Nuance
MARCH 2, 2020
Interpreting head CT studies can be challenging for many reasons, including inconsistencies caused by suboptimal patient positioning. Radiologists are trained to read through these inconsistencies, but they do so at the potential expense of increased interpretation time and intra- and inter-observer variability. CT CoPilot® by HealthLytix leverages AI and machine learning to address some of […] The post Intelligence at Work: HealthLytix CT CoPilot machine learning and AI solution improves
GetFeedback
MARCH 2, 2020
4 free online survey templates to get help you get your feedback program started now.
Nuance
MARCH 2, 2020
Interpreting head CT studies can be challenging for many reasons, including inconsistencies caused by suboptimal patient positioning. Radiologists are trained to read through these inconsistencies, but they do so at the potential expense of increased interpretation time and intra- and inter-observer variability. CT CoPilot® by HealthLytix leverages AI and machine learning to address some of [.
GetFeedback
MARCH 2, 2020
How to build a customer feedback tool stack that connects you to your users.
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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.
Uniphore
MARCH 2, 2020
We see this every day. The push/pull between technology and human emotional intelligence. The IT department may run the systems, but it’s the CEO who’s responsible to stakeholders -- all stakeholders. We must remember technology is a tool that should improve, enhance, reduce something related to people. Read More.
ChaseData
MARCH 2, 2020
Customer experience is something that most people in the customer service industry are aware of. But what about the customer journey? Is the journey your consumers are going on a pleasant one - and are you making it harder or less enjoyable than it ought to be? Here, we’ll dive into the details of the customer journey in your contact center, whether you partner with other companies to provide third-party service and support or are an all-in-one business.
Topdown
MARCH 2, 2020
2020 heralds a reinvigorated and deeper investment into user engagements and the customer experience (CX). Traditionally, customer communication management (CCM) has focused on transaction-oriented documents, messages, etc., as an operational necessity as opposed to being considered an essential and core component of the customer experience.
Nicereply
MARCH 2, 2020
By focusing on providing excellent email support, you ensure that you create stable experiences for all of your users across the board. Everyone likes to try new things, right? We try to stay on the cusp of fashion. We look into Teslas and AI and smartwatches. We flock to new restaurants as they open. We try new fitness fads and diet crazes…. But there’s a reason that things like the little black dress, plain old chocolate chip cookies, and email exist and are still vastly popular: they work.
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!
Calabrio
MARCH 2, 2020
Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.
OctopusTech
MARCH 2, 2020
In our increasingly digitized world, it’s essential for companies to stay on top of ever-changing technologies to maintain a competitive edge. Since 2011, Octopus Tech has been helping companies stay agile in a dynamic world. We’re a leading call centre and web design outsourcing service in India committed to creating efficient solutions for our clients across the globe.
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