Creating a collaborative contact center culture

TechSee

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. Happier contact center agents mean more pleasant interactions for customers.

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

What’s the most important thing contact center managers should prepare for in 2017? At most contact centers, there will be several waves of change within the 2017 calendar year. is fed to the contact center, the level of support rises—and so does its value to customers!

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Contact Center Trends and Predictions 2018

CSM Magazine

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. As a result, they are planning a more efficient consumer experience by consolidating their channels and service centers to a single multi-lingual operation that provides a ‘follow the sun’ service.

How to Improve Contact Center Optimization with Customer Journeys

Pointillist

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth.

Everything you need to get started as a WFH contact center agent

Talkdesk

Being an at-home contact center agent can be incredibly rewarding: you get to help customers in meaningful ways, all while working from the comfort of your own home. Wireless headsets can suffer from interference from other wireless devices in the area.

How to provide an effortless customer experience

TechSee

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. Some examples of high-effort interactions include: Repeat contacts – when agents achieve First Contact Resolution (FCR), it means that they properly addressed the customer’s needs the first time they contacted the enterprise, eliminating the need for the customer to follow up with a second contact to seek resolution.

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SUPER AGENT – Stopping Smart Product Returns from Ruining Christmas Sales

TechSee

While in theory, smart devices should be easier to set up – most are wireless and can be remotely connected; in reality, the setup of smart devices can present significant challenges to the consumer. Contact Center Innovation Call Center contact center Customer Service self service support Self-service Self-installation Visual Engagement

Security Checklist for Remote Customer Support Agents

UJET

Typing with a full-size keyboard and a wireless mouse instead of a cramped laptop keyboard and touchpad can be more ergonomic during work hours. Contact Center Customer Support Remote Customer Support Security remote work security work from home

What does a Smart City look like? We’re defining it with a new partner

Avaya

To build the Smart City foundation that 22 Capital Partners and Avaya have envisioned, we’ve rolled in Avaya’s Software-Defined Network (SDN-Fx) technology, Contact Center, Unified Communications, Customer Engagement and Avaya Breeze™ software solutions. Meanwhile, the dispatch center can push video on how to perform CPR, for example. Networking communications systems networking security Smart City wireless solutions

Security Checklist for Remote Customer Support Agents

UJET

Typing with a full-size keyboard and a wireless mouse instead of a cramped laptop keyboard and touchpad can be more ergonomic during work hours. Contact Center Customer Support Remote Customer Support Security remote work security work from home

What You Don’t Know About Millennials Will Hurt Your Bottom-line

Natalie Petouhof

If you are in the Boomer Generation and are running a contact center there are some changes on the horizon that are key to know about and start preparing for now. 60% connect to the Internet wirelessly when they are away from work or home. Tweet This research that I just completed is about how to use customer experience to turn Millennials into brand advocates. Why does it matter? They are different than other generations that have come before then.

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E911’s Fatal Flaw is Lack of Location Data—How Avaya Breeze Can Solve

Avaya

million 911 calls that come from wireless phones in NC—about 74% of all 911 calls in the state according to data from 2015. Yet 911 call centers rely on the cellular carrier to provide a cell phone’s location data. Solutions 911 Advanced Mobile Location AML Avaya Breeze Contact Center Customer Service E911 EU eCall Fletch Kari's Law MLTS Public Safety Unified CommunicationsThe night of her husband’s death, Alison Vroome did everything she knew to be right.

Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. One idea is to charge phones using radio frequencies, … Call Center Contact Center Customer Service Mobile Brad Cleveland Marty Cooper mobile customer serviceAnd that’s true for all connected wearables (e.g., watches, glasses, health devices).

Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. One idea is to charge phones using radio frequencies, … Call Center Contact Center Customer Service Mobile Brad Cleveland Marty Cooper mobile customer serviceAnd that’s true for all connected wearables (e.g., watches, glasses, health devices).

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. I enjoyed studying contact centers, and worked at Intel as a social customer service leader. She has worked with Intel, Verizon Wireless, and many more.

You Bought into Customer Engagement as a Business Strategy. Now What?

Verint

You will need a map for each major reason consumers contact your company. They work just as well with data and voice communications and are equally accessible from wired and wireless devices. If yours is among the growing number of companies that have embraced customer engagement as a business strategy, you may be wondering, “Should we be doing something differently than before?”. The short answer is yes and no—and importantly, you should be doing the same things better.

Documenting Your Customer Access Strategy

Brad Cleveland

A wireless carrier that I have worked with has a well-organized customer access … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy leadership

Documenting Your Customer Access Strategy

Brad Cleveland

A wireless carrier that I have worked with has a well-organized customer access … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy leadership

The Edge of Service™ Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Brad Cleveland

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. Gogo is, as of this past week, being sued by one … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Organization and Culture The Edge of Service Brad Cleveland customer access customer access strategy customer experience Gogo strategy

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Brad Cleveland

The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email. Gogo is, as of this past week, being sued by one … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Organization and Culture The Edge of Service Brad Cleveland customer access customer access strategy customer experience Gogo strategy

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

IoT refers to the connection of wireless devices to the Internet and to each other. Smart” devices can include household appliances … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Brad Cleveland customer access strategy customer experience customer relationships Internet of Things leadership multichannel

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

IoT refers to the connection of wireless devices to the Internet and to each other. Smart” devices can include household appliances … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Brad Cleveland customer access strategy customer experience customer relationships Internet of Things leadership multichannel

Give your agents the right tools to succeed in a remote work scenario

Talkdesk

The contact center space was no exception to this situation: only two months ago, a total of 85% of contact centers, employing a total of 15 million employees , were still operating under on-premises infrastructures and customer support professionals were still tied to desktop technology.

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Emotion as a Key Driver in Customer Loyalty

Brad Cleveland

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key … Call Center Contact Center Customer Experience Customer Service Research/Statistics Brad Cleveland customer experience Customer service statistics Forrester

Emotion as a Key Driver in Customer Loyalty

Brad Cleveland

Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA Health Insurance: Kaiser Permanente Hotel: Marriott Insurance: USAA Retailer: Old Navy Package Delivery: UPS Wireless: Verizon An interesting takeaway: the study identifies emotion as a key … Call Center Contact Center Customer Experience Customer Service Research/Statistics Brad Cleveland customer experience Customer service statistics Forrester

Seven technologies to improve customer service in SMBs

Vonage

Better communication – in terms of using your contact system to identify the issues that are causing high numbers of queries and providing the answers customers are likely to require upfront. Benefits include; automatic routing of customers to their preferred contact, allowing your team to quickly resolve issues, and increasing customer satisfaction – particularly within a business to business environment. Wireless and mobile.

5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance

TechSee

The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product return rates , and improving the overall customer experience. Visual Assistance is Powerful – If Adopted.

5 Ways Home Security Firms can Boost CX with Visual Assistance

TechSee

This technology delivers the capability to provide practical help, build relationships with customers, and generate more revenue via the contact center, field services, and self-service. The future of the market for home security firms is bright.

Delivering world-class customer service – lessons from The Mouse

Talkdesk

This tactic is not future-proof, as it comes with the additional cost of buying and building out technology that will no longer be used once agents return to the contact center. Some of his clients include American Express, Johns Hopkins Medicine and Verizon Wireless.

Talkdesk Infrastructure Security

Talkdesk

Security is one of the most critical aspects of any enterprise cloud contact center. Network Security All Talkdesk wireless networks are secured with WPA2. Call CenterTalkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the second in a four-part series outlining Talkdesk’s security policies.

What 3G Sunsetting Means for Home Security Firms

TechSee

3G sunsetting is a significant step in the evolution of wireless communication. Let’s take a look at the contact center, field service, and self-service options available to security firms to deliver the 3G upgrade to 4G: Directing the customer remotely.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. visit to store, call to contact center, visit to website). The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM).

Using Public Data to Augment AI

Oracle

A brand can collect a great deal of information from a customer or prospect via his or her interactions through website navigation, emails, and calls to and from the contact center. For example, a person might be ordering a type of wireless device for their home. Using public data to augment AI can significantly enhance a company’s CX efforts.

7 Top Priorities for the Future of Customer Engagement

Calabrio

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. The manufacturer then notifies you (via email, which it recognizes as your preferred method of contact) that the machine needs repair.

5 Customer Experience Trends That COVID-19 Is Only Accelerating

Oracle

A contactless payment is a payment transaction that doesn’t require physical contact between a consumer’s payment device and a point-of-sale (POS) terminal. a mobile device) close to a POS terminal and payment account information is transmitted wirelessly. They have enabled many organizations to move their contact centers to a distributed model and helped keep contact centers going while communicating and collaborating with their extended enterprise and their customers.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

Since customer service was Sue’s major focus, she spent a lot of time at the call centers, assessing their operations and workflow. Do you have “talk time” countdown timers in your customer service centers? When Sue met with the frontline and listened to the calls they took, she was shocked to find out that there were countdown clocks in the call centers. “You can’t change Rome in a day.

Why Survival Mode Kills The Customer Experience

CX Accelerator

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. From authoring and leading a client success program, to journey mapping, to implementing gamification strategies, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day?