Sat.Sep 29, 2018 - Fri.Oct 05, 2018

What’s Holding Back the Contact Center Industry?

Fonolo

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.

What Agents Aren’t Telling You About Working in a Call Center

SharpenCX

Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for. Read More.

How Do Your Call Center Supervisors Compare?

Call Center Coach

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors.

How Does Time of Day Affect How Much We Sell?

Beyond Philosophy

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

AI and the Customer Experience: 3 Situations Where Customers Prefer AI

Interactions

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center. Artificial Intelligence Customer Care

Top 10 Posts for Customer Service Week Inspiration

Contact Center Pipeline

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work.

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Creating and Sustaining a Customer Centric Culture

Beyond Philosophy

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience.

Four Familiar CTI Problems and How to Solve Them

InGenius

Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too.

Contact Center Pipeline Magazine: Inside Our October 2018 Issue

Contact Center Pipeline

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product.

What Kind of Customer Experience Leader Do You Need to Be?

360Connext

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Jenny Dempsey to Speak at ZenDesk Relate Conference

Customer Service Life

In order to take the best care of others, we must first take the best care of ourselves. jennysuedempsey. When it comes to fostering a culture of self-care and supporting our customer service agents to the best of our abilities, we must first set the stage and care for ourselves.

Amazing Business Radio: Shep Hyken

ShepHyken

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted.

4 Keys To Delivering Outstanding Customer Service

Omnicus

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience

Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements

Relay Blog

What’s one of the best ways to improve your business’ profitability? Hang on to your. The post Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements appeared first on Relay. Support customer experience metrics post pre purchase retention tips

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Lessons From the Overlook: Sometimes Work Isn’t Fun

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Four Awesome Tips for Evaluating Your Customer Service Performance

Bright Pattern

As businesses move from brick and mortar stores to online shops, they are able to reach a much larger and global audience base, increasing their sales potential. But that also signifies a significant increase in the competition as more companies are trying to woo the same set of people.

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Over 70% of Inbound Automotive Leads Don’t Book an Appointment

CallSource Insights

How many sales dollars is your dealership losing from poor phone skills? While it is true that the internet has taken up a large part of the consumer’s buying journey, the phone is still key in a prospect’s car buying process. Phone calls are still the initial point of contact with your dealership for 25% of all consumers. During their discovery process, consumers will often call a car dealership looking for more information before stepping foot into the dealership.

Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

ShepHyken

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Why the Fuss Over Company Culture?

Call Center Weekly

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature.

What Does it take to Achieve a Successful Digital Transformation?

Aspect

Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc.

A Look Back at Dreamforce 2018

GetFeedback

Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. Dreamforce 2018 was a blast from start to finish. It was our biggest year yet—with 9 sessions, 3 booths, and a Demo Jam to boot.

The Ultimate CX Infographic, 2018

Customer Experience Matters

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg jpg format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®. Customer experience Infographic ROI of Customer Experience

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Concentrix Announces Close of Acquisition with Convergys

Concentrix

The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix. 2018 News Press Release

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10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. They weren’t terrible but I certainly couldn’t say that any of them were quick, convenient or exceptional interactions either.

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9 Of the Most Effective Techniques to Handle Difficult Customers

Call Center Pros

An unsatisfied customer can quickly become problematic. As a business, it’s not uncommon to have to deal with complicated situations, it’s part of the game. But having people who are unhappy is not the end of the world.

Top 15 Action Items for Jump-Starting Digital Transformation

ConvergeOne

According to Gartner, 42% of CEOs have embarked on digital business transformation journeys—and many are facing challenges with changing the company culture, the resulting resistance to change, attracting new talent, catching up with the competition, and dealing with an outdated technology stack.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Build Your Personal Brand on LinkedIn

Call Center Weekly

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start?

Easing automation anxieties through up-skilling

Aspect

Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat.

Beginner’s Guide to Creating Chatbots Using Dialogflow

kommunicate

Dialogflow (previously API.ai) is one the leading chatbot builder platform. In this article, I will show you how to create a simple chatbot using Dialogflow. You will find details about the tools and the technology used while building a chatbot.

The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.