Sat.Oct 12, 2019 - Fri.Oct 18, 2019

Voice in the Contact Center: The Heart of the Matter

Contact Center Pipeline

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.”

The Unexpected Way to Improve Self-Service

Toister Performance Solutions

We've all experienced a self-service fail. Perhaps you've found yourself yelling "Human! Human! Human!" into a phone. Maybe you've sat at a parking garage exit trying to get the machine to read your ticket while an impatient line of drivers behind you honk to signal their displeasure.

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Improve Employee Performance in Your Call Center with Effective Training and Resources

Monet Software

If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents.

How Does an Answering Service Work?

A Better Answer

Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take

Your Complete Customer Engagement Handbook

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

How Tech Can Make CCM Easier or Harder

Topdown

Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.

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Focusing on Customer Success Leads to Improved Customer Satisfaction

ClientSuccess

Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related.

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The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

Flawless Brand Experience Throughout the Customer Journey

Noble Systems

Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless omnichannel experience. Also essential is a holistic view of the customer across all channels of engagement and ensuring that they are all interconnected.

2 Systems That Are Essential For Successful CX

Beyond Philosophy

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.

How to Create an Exceptional Customer Experience

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

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.

6 Keys to Choosing a Call Center

Ansafone

Customer service should always come first, but there are other things to consider when deciding which business to partner with for your call center center. Deciding which company to outsource customer service calls to is a major decision.

Optimizing Your Contact Center Performance

Waterfield Technologies

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […].

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

KISS Method: “Keep it Simple with Speech”

Contact Center Pipeline

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

Does a Start-Up Need a Call Center Solution?

ChaseData

These days, it seems like every company has a customer service hotline.

Churn Monster: Know-It-All Customer

ChurnZero

Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

McorpCX

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.

5 Reasons Not to Outsource Your Customer Service

Solvvy

Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? .

Guest Blog: How to Turn Customer Service Mistakes Into Happiness

ShepHyken

This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.

What is the Secret of Airbnb?

Beyond Philosophy

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

Stop, just stop it. You’re not perfect and neither are the people you have working for you. And don’t even get me started about how “perfect” your business is. So, you must realize that your customer service will never be perfect either. Agreed? Good, now we can move on and try to fix it.

The Difference Between Automation and True AI

Fred Stacey

There’s a growing trend in call center technology that needs to stop: providers claiming to leverage true artificial intelligence (AI) only to restrict clients with rules-based methods that are actually just automation

How to Add ProProfs Live Chat to Wix Website

ProProfs Blog

“I want to add live chat to Wix website.” ” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website.

Frost & Sullivan Names MindTouch a Company to Watch

Mindtouch

Driven by new technologies and shifting customer demands, the contact center market is growing. And with this growth has come a considerable proliferation of vendors. IVR software, workforce management, and knowledge management platforms come to mind, though there are plenty of others to consider.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

The 12 Best Customer Service Tools [2020 Ready]

CrazyCall

Good customer service costs less than bad customer service. Businesses lose $2378 each second due to poor customer service. Be smarter! Invest in good customer service tools and save on the loss of customers. The problem is, that nowadays, customers are demanding like never before.

What’s the Difference Between Brand Positioning and Brand Messaging?

Guru

So you’ve decided to become a marketer. Welcome to the club! Before you get your swag though, we have one simple request: explain the difference between brand positioning and messaging. product marketing

How the Best Marketers are getting More Actionable Insights

C3Centricity

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!