BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

Analytics 130

Analytics Innovation Contact Center Analysis 130

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot.

Contact Center 93

Contact Center System Customer Care Brands 93

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Customer Success Conference 2022 by TSIA. Future of the Contact Centre Conference 2022.

Customer Success 52

Customer Success Conference Case Study Contact Center 52

Kayako

MARCH 21, 2017

Gaining customer’s trust is important not only to make them loyal and come back, but also so they insist their friends do business with you too. Why customer trust is important for brand loyalty. Every interaction we have with our customer influences whether or not they will return. Your customer has high expectations.

Interaction 211

Interaction How To Self Service Customers 211

NICE inContact

AUGUST 1, 2019

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.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

Answer Dash

JANUARY 1, 2019

(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. Track what customers are asking.

Contact Center 67

Contact Center Knowledge Base Chatbots System 67

Talkdesk

NOVEMBER 29, 2017

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. Gadi Shamia reveals five opportunities for contact center leaders to use technology to deliver a truly unique customer experience.

Contact Center 40

Contact Center Video Call Center Hotels 40

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Success 52

Customer Success e-support Contact Center Customer Service 52

NICE inContact

AUGUST 1, 2019

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.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2%

Contact Center 70

Contact Center Customer Experience Omni-Channel Social Media 70

CSM Magazine

JUNE 25, 2019

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. Once the survey has been created, users are able to invite customers to the survey immediately after their experience.

Contact Center 40

Contact Center Connections Feedback Measurement 40

CSM Magazine

OCTOBER 25, 2022

Calabrio , the workforce performance company, has hired Daniel Maier as chief revenue officer and Ryan Toben as senior vice president of customer success and sales operations. With that, we are attracting more and more top talent from other successful SaaS brands. Ryan Toben, SVP of customer success and sales operations.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers. Leverage available technologies to serve the customer in meaningful ways.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

ShepHyken

OCTOBER 9, 2023

This collaboration between AI and humans can reduce customer frustration and lead to quicker problem resolution. Conversational AI solutions can be beneficial in voice-led customer interactions. This allows contact centers to handle more inquiries while maintaining service quality.

Contact Center 86

Contact Center Customer Satisfaction Technology Interaction 86

Experience Investigators by 360Connext

JULY 20, 2021

Meanwhile, Malik from the Social Media Response team is doing his best to reply to customers who say they’ve complained about this issue before — even though he doesn’t know what the root cause of the issue might be — and Padma from Customer Success doesn’t have any visibility into what customers are saying at all.

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

Experience Investigators by 360Connext

MARCH 23, 2021

Never dealing with customers. It’s shockingly easy, in today’s business environment, to never actually interact with customers. Web sites are designed, invoices are sent, and even customer feedback surveys are requested, but everything is so wonderfully automatic! Visit your contact center when you feel out of touch.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Talkdesk

NOVEMBER 30, 2017

Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right candidates for a customer success team need a little bit more. Why is customer success important? Why is customer success important? It’s the company’s glue.

Customer Success 40

Customer Success Exercises Contact Center Customers 40

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. All you have to do is place yourself in the contact center agent’s shoes. This new landscape requires contact centers to step up their game.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

Lithium

APRIL 12, 2022

Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it. Agents are the most valuable resource in your contact center, and that’s where you should focus your investment. Contact Center Subfolders.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Self Service 94

Self Service Customer Experience Contact Center Interaction 94

Avaya

FEBRUARY 13, 2019

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. A satisfied customer might say: “OK, that went well. I got what I needed.”

Interaction 45

Interaction How To B2B B2C 45

Seaton CX

JANUARY 4, 2024

Customer service teams are located offsite, or in the basement, using taped-together headsets and hand-me-down laptops. I visited one contact center housed in a converted distribution warehouse, far from the luxurious headquarters. But after onboarding, the greatest number of interactions with the customer happen in support.

B2B 52

B2B Case Study Airlines Roadmap 52

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. What Is Customer Sentiment Analysis? Successful CX programs are 2.3

Analysis 79

Analysis Social Media Contact Center Effort Score 79

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Self Service 52

Self Service Contact Center Analytics Call Recording 52

ShepHyken

MAY 22, 2023

This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

Self Service 62

Self Service Net Promoter Score Customer Service Contact Center 62

CSM Magazine

OCTOBER 18, 2022

Orstad joins the Calabrio leadership team with more than 25 years of experience building and supporting organisations with cultures focused on balancing customer success with profitable growth. I am beyond excited to be joining a company with such a passion for customer success. About Calabrio.

Customer Service 52

Customer Service e-support Contact Center Conference 52

CSM Magazine

NOVEMBER 9, 2022

He will also help translate Calabrio’s own end-user feedback into the product roadmap and act as a resource for sharing customer challenges and opportunities across internal Calabrio departments. As we began to think about this role, I immediately thought about Jim as the perfect candidate. About Calabrio.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Ed : I manage the Operations Command Center and the Call Center Telephony and Chat delivery and experience for Vistra Energy.

Self Service 48

Self Service Interaction Contact Center Call Center 48

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Intimate knowledge of both “drivers” and “expectations” is foundational in the design of a good customer experience.

Self Service 85

Self Service Chatbots Guidelines e-support 85

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Success Association’s Customer SuccessCon East.

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

GlowTouch

JUNE 19, 2021

Every interaction our contact center agents have is an opportunity to make an impression and uphold a client’s brand. Done right, service and support are vital to customer retention. Done at an even higher level, they become revenue streams rather than cost centers.

Sales 52

Sales Contact Center Customer Retention Policies 52

Talkdesk

FEBRUARY 25, 2020

Becoming customer-centric is key for organizations to survive. Companies must focus on the customer at every interaction, including sales, marketing, support and others. Learn more about Talkdesk Enterprise Cloud Contact Center. Read why our customers recommend us. Want to know more? Transform your business.

Contact Center 56

Contact Center Competitive Advantage Customer Centricity CRM 56

Talkdesk

JANUARY 2, 2020

.” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.

Report 66

Report Self Service Customer Service Contact Center 66

Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IXDA Interaction 17. NICE’s Interactions 2017.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120