Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers. CX and Contact Center

5 Videos Contact Center Professionals Must Watch in 2018

Talkdesk

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #1: 5 Crazy Ideas for Transforming Your Contact Center. Human performance company Aduro discusses their modern, AI-driven contact center.

VoiceFoundry and SMG Leverage Amazon Connect for New Self-Serve Contact Center Feedback and Measurement Application

CSM Magazine

The integrated solution allows businesses using Amazon Connect to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback on each interaction. VoiceFoundry is passionate about customer experience.

5 Contact Center Tech Upgrades to Consider in 2019 - AnswerDash Mentioned in the Leading CX Tech

Answer Dash

(This article is originally published at ICMI ) Hint: Focus on Agent Performance If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

Boost Revenue in 8 Easy Steps

NICE inContact

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Boost Revenue in 8 Easy Steps

NICE inContact

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

[VIDEO] Astea Customer Success Story – Instron

Astea

See how manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow. When customers such as US Steel, GM, Ford and Becton Dickinson rely on you for service, it’s pivotal to have the most dynamic and comprehensive field service management (FSM) software on the market. The lack of transparency between management, sales and service technicians led to ineffective communication with customers and inability to tailor to their needs.

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Customer Service Success Stories: Visual Assistance Saves the Day

TechSee

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. The customer was looking at a fire alarm box!

Removing the Barriers: The inContact Connector for Skype™ for Business

NICE inContact

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center?

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

Technology Based Solutions to Enhance Customer Retention Strategies

TechSee

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula.

The future of Co-browsing: 5 Trends to Watch

TechSee

He unboxed and installed all his newly-purchased connected devices and downloaded the software successfully. A frustrated George dreads calling Customer Service. When a customer needs assistance, co-browsing allows the agent to see what is visible within the customer’s browser.

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How can the Forrester Wave directly impact your RFP/RFI quality?

NICE inContact

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Best of all, the report’s due diligence can directly supplement your company’s own RFP/RFI efforts, by providing some solid results for many of the Contact Center as a Service (CCaaS) players. Our market presence scores reflect each vendor’s installed base of customers and agent positions.”.

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Pulse 2018 recap: why winning in business depends on customer success

NewVoiceMedia

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. NewVoiceMedia’s mission – our “why”– is to put the contact center at the heart of the customer experience.

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Interested in sharing your own success story?

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Interested in sharing your own success story?

The Latest Customer Success Story: TechStyle

Lithium

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs. Read about their journey with Lithium SMM and the impact its making on customer experience. Interested in sharing your own success story?

Constellation ShortList™ for Field Service Management

Natalie Petouhof

Tweet Field Service Management provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time.

Microsoft #Env16: Dartmouth Hitchcock-Using Technology to Help People Stay Healthier

Natalie Petouhof

Imagine Care can monitor people from their homes, where data is collected and sent to the cloud and a 24/7 contact center where registered nurses can monitor status and spot potentially dangerous trends. Drnatalie Petouhoff, Covering Customer Experience, IOT and Digital Transformation.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

digital retail, supply chain, payments, ‘ubiquitous-channel’ retail). • Next Generation Customer Experience – Customers in the digital age demand seamless service throughout all lifecycle stages and across all channels. (crm, Covering Customer Facing Applications that Drive Awesome Customer Experience. Tweet I’m judging the 2016 Constellation SuperNova Awards !

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

Natalie Petouhof

The platform offers messaging, voice, video, conference calling in the cloud, attributed call transfer, auto-attendant, IVR, business SMS, MMS, and group messaging, call recording, live-call device switching, international outbound calling, local telephone numbers, multi-device functionality, toll-free numbers, visual voicemail, contact profiles, a company directory and fax support as well as core social profile applications, such as LinkedIn and Twitter for context about the caller.

Guest Post: Get to Know Your Customers Better with This All-In-One Tool

Natalie Petouhof

Tweet Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Through cloud call center software available from companies like Aspect, you’re able to get a more complete picture and understanding of your customers, from their search behavior and purchase patterns to their history of interactions with your company.

Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming. Case Study: Elaine Turner® Brand and Oracle Commerce, Marketing and Customer Service-Upcoming. •

Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event. Genesys and Microsoft Working Together: The event will feature Genesys leaders in key industry discussions on topics that include contact center technology trends and managing customer journeys, as well as how Genesys and Microsoft are working together to enable collaboration between contact center agents and employees across the enterprise.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service). IoT, the Customer Experience and its affects on Customer’s and Businesses Security/ Privacy. examples: crm, customer experience).

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empathy is often your first tool to neutralize an upset customer.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empathy is often your first tool to neutralize an upset customer.

How HotelTonight, Caviar and Evernote Built a Culture of Agent Empowerment and Efficiency

Talkdesk

When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. Empathy is often your first tool to neutralize an upset customer.

Customers Spoke, Forrester Research Listened

NICE inContact

We’ve arrived at part 4 of our 5 part series on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018. We’re popping the hood on this valuable third-party research report and taking a closer look at the Forrester evaluation methodology underneath, that led to NICE inContact being named a leader for cloud contact centers. A continuous, high-touch success model.

15 Ways to Get the Most Out of Call Center Week 2017

StellaService

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn.

Leveraging the Power of Collaboration for a Telecomms Customer Experience Implementation

Customer Bliss

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today.

10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

‘’The customer is always right.’’ But the important thing here is to know that it isn’t the only key to make customers happy. How can you learn all you need to know to make your customers happy? 10 Best Customer Service Books. We all have heard that before.

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

How to Design Interactions that Produce Elated Customers

Avaya

We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few. But ultimately, we want customers to walk away elated from any interaction. CX and Contact Center

May Verint Speakers: Customer Engagement, GDPR, Automation and More

Verint

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. CRMXchange Roundtable: Digital Customer Service—IVR, Chat, SMS and VA. Verint Engage Global Customer Conference.

Introducing Self-Scheduling for Frontline Employees

Calabrio

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. More freedom for employees means greater freedom to achieve more, for themselves, customers and the business.