Why Real-Time Monitoring Is So Important in the Contact Center
Callminer
DECEMBER 4, 2013
With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.
December, 2013
182 
3 Reasons Customer Service Management Software is More Critical Today
Win the Customer
DECEMBER 30, 2013
'Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […].
Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
The 3 Things Every Prospect Wants to Hear
Amity
DECEMBER 12, 2013
Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on
Welcome to the Future of Online Surveys
GetFeedback
DECEMBER 12, 2013
Now any company, anywhere can instantly create and distribute visually-rich, mobile-optimized, online surveys that work perfectly on smartphones.
Reimagine Your Communications With A Unified Platform
Advertisement
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.
Keep Agents at the “Right” Level of Busy
TASKE Technology
DECEMBER 10, 2013
Last time we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service. When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
More Trending
Positive Employee Engagement Enables Great Customer Experience
Win the Customer
DECEMBER 31, 2013
'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.
Happy Holidays from Amity
Amity
DECEMBER 20, 2013
The last 12 months have been an intense and exhilarating ride! Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. Our initial beta launch occurred in July 2013 and our engaged community has provided dozens of suggestions, comments and ideas that we have used to continually improve and evolve our product.
Happy Holidays from Your Friends at GetFeedback
GetFeedback
DECEMBER 23, 2013
Happy holidays! Thank you for having helped us to create the next generation of mobile-ready online survey software.
The Verint Experience Index: Retail
Advertisement
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
Customer Experience Is More Important Than Advertising [Infographic]
Win the Customer
DECEMBER 28, 2013
'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?
Customer Experience Helps Customers Complete Their Shopping
Win the Customer
DECEMBER 23, 2013
'A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process.
Your Legacy of Customer Service Leadership
Win the Customer
DECEMBER 26, 2013
'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.
Wishing You a Day of Peace
Win the Customer
DECEMBER 25, 2013
'Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
Meetup Success for Developing a Customer-Centric Organization
Amity
DECEMBER 18, 2013
Even a cold, snowy winter night could not keep the crowd away! Last night, the heroes of the Customer Success Meetup met for their second event. The buzz from the first meetup had definitely circulated. Over the past few months, the group membership swelled to 80 members. The room was flush with both “regulars” and new faces. From the enthusiastic discussion, we continue to hear that – despite best intentions – customer success is still very much in its infancy.
Tackling Complex Security Operations in Brazil
Customer Interactions
DECEMBER 26, 2013
'In the next few years, Brazil is preparing to host some of the world’s largest sporting events, such as the FIFA World Cup and the Olympic Games. In order to put on these events, the country will also be looking to implement scalable security programs to ensure the protection of all athletes, visitors, and venues involved. A recent study by the Security Industry Association found several trends that are shaping the Brazilian market, a few of which are: A move toward integrated security sy
A Matter of National Security
Customer Interactions
DECEMBER 19, 2013
'Video surveillance remains at the bedrock of security solutions. As well, it is becoming clear that Physical Security Information Management (PSIM) is emerging as a key solution for efficiently administering incident response. When government-level operations utilize these solutions, they can have a widespread impact on the safety and security of people and property such as critical installations, airports, and seaports.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
Contact Center Dialers Demystified
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Let's personalize your content