My Agent eXperience Selected as 2016 Customer Product of the Year

NICE inContact

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Please watch our MAX video to find out how you can streamline contact center interactions.

SpotHero Discusses Designing an Intelligent Contact Center

Talkdesk

The Talkdesk Road Show kicked off last month in Chicago to discuss designing the intelligent contact center. We were lucky to have some incredible speakers to help us share our vision for the future of the contact center space. Blog Call Center Customer Service

Call center training time comes down with these 7 technologies

TechSee

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Call center training priorities. The post Call center training time comes down with these 7 technologies appeared first on TechSee.

4 Ways Technology Will Bring out the Best in Your Contact Center Agents

CSM Magazine

Every single day your contact center agents are the difference between happy customers, and unsatisfied customers who are beginning to wonder how your competition’s customer service is.

Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

Interactions EMEA Welcomes Stephen Fry as Keynote

NICE inContact

Alongside his multi-talented work on the stage, screen and radio, Fry cultivated a career as an author, contributing columns and articles for newspapers and magazines. Advantages of the Cloud Contact Center Trends & Insights Interactions NICE inContact CXoneInteractions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker!

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

It seems one cannot pick up a newspaper or magazine in 2018 without seeing a headline related to artificial intelligence (AI). From a contact center perspective, companies can easily list their top priorities: Faster order processing-shorter time to money. CX and Contact Center

Affordable Customer Service E-Learning

Myra Golden

This customer service training is perfect for: Contact Center Professionals who speak with customers over the phone, via email and chat. Call centers.

Affordable Customer Service E-Learning

Myra Golden

This customer service training is perfect for: Contact Center Professionals who speak with customers over the phone, via email and chat. Call centers.

Comm100 Wins Bronze Stevie® Award in 2019 Stevie Awards for Sales & Customer Service

Comm100

We’re excited to announce that Comm100 was presented with a Bronze Stevie® Award in the “Contact Center Solution – New Version” category in the 13th annual Stevie Awards for Sales & Customer Service on Feb. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. For more information on our Live Chat solution, contact us or reach out for a demo.

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Verint Speakers: Combatting Fraud and Understanding Your Customers

Verint

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. At this social network I had a podcast show, a blog, and I was an early thought leader on contact centers.

Marc Benioff… I’d like to chat

NewVoiceMedia

And today, I’m excited to bring you, CONVO — our brand-new magazine about the art of great conversations. This summer, I called my brother in London and told him I wanted to create a magazine that explored and celebrated great conversations. It turned into a great conversation itself and he, an art director for a magazine, had a lot of ideas that you’ll see we brought to life. And how are we doing that in the magazine? Hello.

The Standard’s David Payne on Being a Customer Champion

Customer Interactions

We congratulate David Payne, Assistant VP, Contact Center at The Standard, a provider of employee benefits, retirement plans and insurance,for winning 1to1 Magazine’s 2011 Customer Champion Award. We sat down with David to ask him about what being a Customer Champion means to him. What are the special customer experience needs that you face at The Standard?

RapportBoost Awarded “Most Innovative Product of the Year – Enterprise” by Best in Biz

RapportBoost

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category.

Customer Voice Management: Enabling Heroic Customer Relationships from the First Contact to the Last

Talkdesk

This article was originally written by Bill Hoppin, EVP of Sales, Marketing and Alliances at TalkIQ for Opentalk Magazine. For businesses, the delay associated with these communication channels carries the risk of simply contacting your customers without really connecting with them.

Call Center Attrition: Why Agents Leave, and What You Can Do About It

StellaService

Just imagine what you could accomplish if call center attrition were a non-issue. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. Fortune magazine, 2/15/18.

Identifying Customer Success Heroes

Talkdesk

This article was originally published in the second issue of Opentalk Magazine. 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.

Call Center Attrition: Why Agents Leave, and What You Can Do About It

StellaService

Just imagine what you could accomplish if call center attrition were a non-issue. If the above scenario reads like pure fantasy, you might think call center attrition is out of your control. The Root Causes of Call Center Attrition. Fortune magazine, 2/15/18.

Elevate Your Call Center’s Performance with Speech Analytics

Talkdesk

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information.

Elevate Your Call Center’s Performance with Speech Analytics

Talkdesk

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information.

2016 Customer Service Trends: Empowering All Employees to Serve the Customer

Tricia Morris

Yet, according to Forrester Research , only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution.

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis.

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis.

Fulfilling your Customers’ Needs in a Changing World

Talkdesk

This post was originally written by Mikhail Naumov, Co-founder & Chief Strategy Officer at DigitalGenius, for Talkdesk’s Opentalk Magazine. For a while, there was a lot of speculation that AI and chatbots would completely replace human agents in contact centers.

What to Say to the Customer Who Asks to Speak to a Supervisor

Myra Golden

According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis.

What to Say to the Customer Who Asks to Speak to a Supervisor

Myra Golden

According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. One of the things I’m working on right now is how to find ways to relieve the stress contact center agents face on a daily basis.

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This conversation originally appeared in Opentalk magazine. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

HGS Roundtable: Top Customer Experience (CX) Trends in 2019

HGS

What started with newspapers and magazines has now evolved to real-time, contextual, and personalized product ownership experiences. HGS Roundtable: Top Customer Experience (CX) Trends in 2019.

Investing in Innovation: Inside the Mind of the Man Behind Salesforce Service Cloud

Talkdesk

This conversation originally appeared in Opentalk magazine. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

10 ways AI can help market researchers succeed

Qualtrics

Just look at Google renaming its research center Google AI. Most of us can’t keep up with our emails, let alone manually review hundreds of thousands of open-ended survey responses, social media comments and contact center call logs.

Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

Avaya

Does the company contact its customers when it’s time for a new pair of shoes based on its knowledge of their running goals to grow CLV? I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from the shoe store.

This Is How You Save On Customer Support

LiveChat

The last decade has been defined by the customer becoming the center of nearly every business initiative. Forbes Magazine reports that businesses are losing $75 billion per year due to poor customer service.

How the Building Blocks of Customer Engagement and Minecraft Relate

Tricia Morris

Routinely, organizations will direct you to call their contact center during hours of operation convenient to the location(s) of their workforce, and provide you a number to dial in the event that you require their assistance. This article appears in the Q1 2016 issue of CRMUG Magazine.

Talkdesk is Named to Second Annual Forbes 2017 Cloud 100 List

Talkdesk

Talkdesk is always striving to provide a more innovative, more secure contact center with enterprise-grade reliability. The Forbes 2017 Cloud 100 and 20 Rising Stars lists are published online at www.forbes.com/cloud100 and will appear in the July 27, 2017 issue of Forbes magazine. Talkdesk is named to the Forbes 2017 Cloud 100 list , the definitive list of the top 100 private cloud companies in the world, published by Forbes in collaboration with Bessemer Venture Partners.