TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.
Contact Center Pipeline
OCTOBER 9, 2019
Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic? Considering the fact that we are bombarded by customer experience rhetoric, one might imagine that there is tremendous clarity around exactly what it is. Right? No, […].
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inSided
OCTOBER 10, 2019
Earlier this year, inSided was featured in Forrester’s exclusive report, “How to Modernize Digital Customer Self-Service”. In this report, a Forrester Principal Analyst takes readers through three steps to scaling and improving customer experiences for the future. Did you miss out on getting your copy of the report via inSided? Never fear! We’ve put together a round-up of the main report findings, because self-service is the future, and we want to help you nail it!
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Nicereply
OCTOBER 9, 2019
Whenever you are assigned a task, you should be able to meet a customer deadline and that too through the realistic commitment of the deadline. It happens with all of us. Sometimes, you couldn’t manage time, or the task was too long. Or you had an event to attend. Maybe your procrastination energy was at its highest level. Or you are suffering from any issue.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Etech
OCTOBER 7, 2019
I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good! What became very evident to me was that the great teams I have witnessed all had one thing in common – an effective leader!
Monet Software
OCTOBER 10, 2019
Being the manager of a call center is not an easy job. In fact, it is quite difficult to consistently and constantly juggle employees, customers, and the budget with excellence. But when these three pillars of your contact center ecosystem are in balance with each other, you will be operating with maximum efficiency. Likewise, if one of these pillars suffers, they all suffer. .
NICE inContact
OCTOBER 10, 2019
I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.
CSM Magazine
OCTOBER 11, 2019
More and more businesses are taking the plunge and moving their contact centers from on-premise PBX to cloud phone systems. By 2020, 50% of call centers that don’t use cloud technology will have made the switch to cloud based phone systems. But what are the reasons for these high adoption rates? When compared to on-premise phone systems, cloud phone systems lead to a better customer experience, improved agent performance and a more positive ROI.
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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.
Advantage Communications
OCTOBER 9, 2019
Today’s business world is saturated with competition. That’s why the customer experience (CX) is one of your organization’s biggest assets when it comes to satisfying your customers and creating a loyal customer base. In fact, research from Microsoft found that 54 per cent of all global consumers have higher customer service expectations than they did just one year ago.
Fonolo
OCTOBER 10, 2019
If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. According to J.D. Power , 67% of online users are leveraging social media to get in touch with companies for support. There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. .
Totango
OCTOBER 8, 2019
Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. It is a process of analyzing the past and monitoring the present in order to predict the future and foster customer lifetime value. .
ChaseData
OCTOBER 11, 2019
Even the best call center agents need a tune-up every now and then. Whether they need a training refresher course or support from management in meeting their goals, there are numerous ways you can assist your agents in smashing previous records and achieving more than they ever have before. Think you already have a stellar team of call center agents?
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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.
Topdown
OCTOBER 7, 2019
Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning.
Strikedeck
OCTOBER 7, 2019
Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.
Interactions
OCTOBER 9, 2019
Last week in our podcast , host Jim Freeze interviewed Gabriel Skantze, a professor at KTH Royal Institute of Technology, about social robots and making AI approachable for humans. While the discussion was mainly based around robots, we decided to write about how the same principles could apply to AI automation. It’s no secret that AI can be an unsettling topic for humans.
HelpCrunch
OCTOBER 9, 2019
Customer communication definition, types, and best practices. Check these 13 tips to improve your customer communication strategy. The post 13 Effective Ways to Improve Customer Communication at Your Company appeared first on HelpCrunch blog.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Customercount
OCTOBER 8, 2019
Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business. And yet, so many others choose to ignore it, believing instead that returning customers must be happy customers (or at least paying customers). Continue reading → The post The importance of customer feedback management appeared first on CustomerCount.
TeleDirect
OCTOBER 7, 2019
Everyone knows the saying, “the customer is always right.”. The thinking behind this is that, regardless of circumstances, customer service is always paramount. Fail to satisfy client demand, and your reputation is at stake – no matter how outrageous their demands. There’s another business adage worth looking into: “the customer isn’t always pleasant.”.
Beyond Philosophy
OCTOBER 11, 2019
A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.
ShepHyken
OCTOBER 9, 2019
When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser. I like to make everyone happy. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else.
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.
Contact Center Pipeline
OCTOBER 10, 2019
Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game. They lay out the trend in their key findings article: “More than two-thirds of marketers responsible for CX say their companies […].
Callminer
OCTOBER 7, 2019
To get maximum value from your data, leveraging the right data analytics tools is a must.
Convoso
OCTOBER 10, 2019
How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency. With good reason — Resource Marketing Corp (RMC) provides live transfers for growing companies, partnering with each client to provide a unique footprint and transfers of qualified leads.
ShepHyken
OCTOBER 11, 2019
This week we feature an article by Joseph Michelli who has written a new book about how Airbnb has used convenience and personalization to deliver an amazing experience. Years ago, while writing my book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary , former Starbucks CEO Howard Schultz shared that “we aren’t in the coffee business serving people, but in the people business serving coffee.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Contact Center Pipeline
OCTOBER 8, 2019
Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition, food and gifts! If you’re looking for a few more ideas to show appreciation to your staff for the incredible work that they do, the following are three simple tips for […].
Customer Contact Central Submitted Articles
OCTOBER 7, 2019
So many conversations about culture waft through the customer experience space – complete with checklists, charts, and consultation. We likely agree that culture is at the root of many improvements that enable us to meet our business and employee engagement objectives. You can do all of those things with humanity at the core. I know you can because I've seen it done.
Fonolo
OCTOBER 9, 2019
The RingCentral Avaya announcement from last week had a lot of industry watchers scratching their heads. The benefits to RingCentral were clear: They just bought an exclusive position for their UC offering with the world’s largest reseller ecosystem. But what is Avaya’s main benefit? Obviously, the cash component was a key to it. (Although I don’t fully understand the inner-workings of that cash-crunch.
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