Contact Center Pipeline
AUGUST 20, 2019
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R Us, Sears and Macy’s are just a few retailers saying goodbye to physical locations. While some are moving to e-commerce, others are simply no longer competitive. The result is a workforce […].
Customer Service Life
AUGUST 22, 2019
Image by Free-Photos from Pixabay. This article was originally published on the FCR blog on July 2, 2019. Click here to read the original. Did you get a chance to read the article in the Wall Street Journal titled “The Dubious Management Fad Sweeping Corporate America?” To summarize, the author of the article listened to earnings calls for 50 S&P 500 companies in 2018 and found that NPS was mentioned 150 times.
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Ansafone
AUGUST 21, 2019
Keeping your contact center up to date with the latest trends and smartest best practices plays a crucial role in business growth. The post Contact Center Trends that Drive Company Growth appeared first on Ansafone Contact Centers.
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.
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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.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 18, 2019
Having sensitive customer data be improperly monitored or used without consent with outside contractors is a compliance no. Better call recording with redaction could've avoid this risk.
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Myra Golden Media
AUGUST 19, 2019
Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too.
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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
Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be. Impact of Automation on Frontline Staff We started with a general look forward into the expected impact […].
ShepHyken
AUGUST 19, 2019
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. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Callminer
AUGUST 20, 2019
CallMiner’s annual speech analytics conference will feature expert speakers, workshops and the latest in artificial intelligence.
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.
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.
Contact Center Pipeline
AUGUST 21, 2019
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view. The study’s authors pointed to two […].
TechSee
AUGUST 19, 2019
Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. For contact centers, key AI applications include workflow automation and agent decision support. What all these systems have in common is their reliance on accurate, actionable data and robust models.
Concentrix
AUGUST 23, 2019
Accolades presented in four categories Fremont, CA – Winners of the 2019 Brandon Hall Group HCM Excellence in Awards for Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Workforce Management and HR, Sales Performance and Corporate Initiatives were announced during an online webinar on Aug. 22, 2019. Concentrix won in four separate categories for demonstrating.
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!
Fonolo
AUGUST 22, 2019
Following widespread industry deregulation, the energy and utilities sector has become increasingly competitive. With more and more choices available to customers, providing quality customer service is more critical than ever. Customer loyalty is no longer guaranteed, with negative experiences driving ratepayers to the competition: 43% of utility customers who have a negative experience are still members after a year, compared to 74% of those who’ve had a positive experience.
TeleDirect
AUGUST 23, 2019
It wasn’t too long ago that companies set the rules regarding when and where they did business. If customers wanted to buy a product or service, they had to get to the place of business during open hours or go without. Even if they ordered by phone, they still had to call during the company’s prescribed hours of operation, which were usually set up for the convenience of the business rather than the customer.
Nextiva
AUGUST 22, 2019
A customer service strategy is a thorough plan to handle customer interactions. It lets you provide a consistent customer experience throughout the customer journey. Improved customer experience results in a more loyal customer base. Loyal customers buy more often, spend more, and refer their friends and family to you. They leave positive customer reviews.
Nexmo
AUGUST 23, 2019
In this tutorial, you will learn how to initiate a conference call to connect multiple people who phone into a number. The example code is on GitHub. Previously, we’ve shown you how to Receive a Phone Call and Forward a Phone Call so if you’re not already familiar with those concepts, read those posts first. Prerequisites. To work through this tutorial, you will need a Nexmo account.
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.
Fonolo
AUGUST 21, 2019
It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report). There is also interest from Mitel, first reported in April and then reported again – more definitively – this week. (We wrote about an Avaya-Mitel tie-up here: Ghost of Nortel Returns Comes Home.).
Satrix Solutions
AUGUST 20, 2019
The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be pleased, and your employees may be engaged – but if a competitor generates enough buzz , both may be at risk for defection. Therefore, it’s vital to find ways to establish a continuous stream of feedback about your competitors so you can maintain the visibility necessary to protect your business from pot
Customer Experience Matters
AUGUST 21, 2019
Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.
CallSource Insights
AUGUST 20, 2019
Why should you take advantage of the newest prefix for easy-to-remember custom vanity phone numbers? Custom vanity phone numbers are a no-brainer for businesses looking to brand their business, market with an easy-to-remember phone number, and stay relevant in consumers’ memory when looking for a service you provide. Most businesses are familiar with vanity numbers, and we’ve all called vanity lines in our lifetime.
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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.
Ameyo
AUGUST 19, 2019
With Harambee (“Let us all pull together”) as its motto, Kenya has seen significant changes in the past decade or so which has been the driving force for its economic, social development and sustained growth. The African enterprises have not been left untouched from these reforms. Digitization and digital initiatives have become a priority of … Kenya – The New Call Center Capital?
SharpenCX
AUGUST 21, 2019
Remember the time you had to request mail-order DVDs to catch the latest flicks while munching popcorn on your couch? Me either. It’s strange to think that about a decade ago, streaming giant Netflix had a business model built around. Read More. The post How Netflix Moved Operations to the Cloud and Saw Revenue Boom to the Billions: A Digital Transformation Case Study on Creating Better Customer Experiences appeared first on Sharpen Contact Center Software.
Zoom International
AUGUST 20, 2019
An often followed practice in contact centers is to "not let too many agents take their break at one time.". This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours. However, most scheduling requirements are more complex, with workload ebbing and flowing throughout the day while employees come and go on their individual shifts.
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