Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go. MORE
Liveops
OCTOBER 19, 2018
If you have something nice to say, say it loud. As someone who worked as a call center agent for Liveops prior to taking on my current role of managing teams of agents, I can tell you: Most people are quick to share stories about less-than-stellar calls with customer service. What usually goes untold are the times when someone does deliver great customer service.
ShepHyken
OCTOBER 19, 2018
This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. The CX industry is primed for a breakout in the application of artificial intelligence — as other fields like biotech, healthcare, automotive, and cybersecurity have also seen.
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Beyond Philosophy
OCTOBER 19, 2018
To improve your customer experience it is vital you address these seven key strategic questions. Colin reveals these questions at a keynote conference speech in Bahrain. Do you know the answers to these questions? Colin also interviews Rami Sweis, CEO of GolfCX on how customer experience is becoming a key area in the Middle East region. Finally, Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience for free!
Myra Golden Media
OCTOBER 19, 2018
It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional. Over the years I’ve found five practices that have helped me find peace and balance between my business and my personal life. 1.
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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.
Alorica
OCTOBER 19, 2018
Have you ever asked a leader, “Any advice for someone who aspires to be in your position?” Chances are, you’ve probably gotten different replies each time—which just goes to show, there’s no one way to the top! Illustrating this point beautifully is this month’s Alorican in Action, VP of Client Solutions, Beverley Bridges. Read Beverley’s Q&A below to explore her unique 13-year career at.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Revation Systems
OCTOBER 19, 2018
We’re all familiar with the automated teller machine (ATM). Whether in the lobby of your office building or a kiosk in a shopping mall, ATMs are at the very root of convenience banking. While they are convenient, they offer limited functionality. So what’s next? How can banks better serve their customers in today’s mobile world? Although four out of five Americans have visited a local bank branch in the last year, the need for regular visits to a physical location is becoming less necessary.
Totango
OCTOBER 19, 2018
We had a great time at the Technology and Services World (TSW) in Las Vegas networking, sharing ideas, and learning about the latest trends in technology services. It was a valuable and insightful event and the turnout at our booth from prospects and customers plus the successful session with our CEO Guy Nirpaz and Dilip Kumar, COO of Dimension Data, as they presented how Dimension Data has achieved better business results overall running on Totango, was by far the highlights for us.
NICE inContact
OCTOBER 19, 2018
Gartner’s 2018 Magic Quadrant for Contact Center as a Service, North America has just been released, and once again, NICE inContact is named a leader for the fourth year in a row. And we achieved the highest overall position for our ability to execute. The Gartner report states, “The CCaaS market is maturing, with leadership coming from pure-play contact management providers, and a merging of adjacent market applications.
ChurnZero
OCTOBER 19, 2018
Churn Monster #5: Manic Customer. With Halloween approaching there’s all sorts of spooky things around us, which makes it a perfect time for us to talk – churn monsters! If you are responsible for customer success or customer retention at your company, you have monsters in your closet. These churn monsters take big bites out of your customer base, which can be very scary.
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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
TeamSupport
OCTOBER 19, 2018
Company growth is a great thing and it puts a buzz in the air that is tough to match. With this increase in revenue and customers, however, often comes a higher volume of help desk tickets. Before you know it, your lone help desk employee is working overtime to keep up. After adding a couple people to truly make your own help desk “team”, you realize that spreadsheets and emails aren’t the way to go.
Call Center Pros
OCTOBER 19, 2018
The call center industry has massively grown over the past few years. Initially, only the voice-service was provided by the companies. Over time, the call centers have transformed a lot and now they have incorporated sales and customer services on different levels and using their services can help you in the rapid business expansion. Their useful services can significantly enhance the productivity of your firm.
CSM Magazine
OCTOBER 19, 2018
Looking to take your business on the road? Whether it’s a pop-up shop around the country or a travelling food truck, start as you mean to go on and connect with your customers the right way. Here are 10 steps to launching your mobile business and making it a success. 1. Start off with a carefully considered plan before you do anything. It’s tempting to go all in and start contacting clients straight away, but it won’t get you anywhere unless you’re clear about your aims and goals.
Kayako
OCTOBER 19, 2018
Increasing a team’s productivity can be very important when it comes to successfully completing a task or a campaign you’re working to deliver. No matter how productive and effective your team is, there are always ways for you to help them become even better. Being dictatorial and demanding work from your team won’t help as you would not have built a relationship with them.
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.
LiveChat
OCTOBER 19, 2018
Social media has changed customer service forever and buyers are benefiting most. But this shift makes the jobs of customer service teams’ harder. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Why is that the case?
Jon Arnold
OCTOBER 19, 2018
Can’t remember the last conference that hit the ground running with intensity, passion and creativity - and stayed there end to end. That’s been the vibe here, certainly for the general sessions on both days. It was enough just to keep up taking notes and posting some pix on social, and for now, I’ll be short, just like my Day 1 post. I need to digest and recover from two weeks of steady travel, but my considered thoughts will be coming soon.
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