Uniphore
SEPTEMBER 1, 2017
Introduction. Chat bot technology is being driven at a revolutionary pace. Yesterday’s chat bot provider is already obsolete, and today’s chat bot provider faces a juggernaut of competition the likes of which the technology world has never seen. Chatbot platforms are rapidly becoming commoditized as there are so many players with little to no differentiation.
ReviewTrackers
SEPTEMBER 1, 2017
Online research is a key moment in the customer journey. “The vast majority of the U.S. economy is driven by purchases of products and services offline,” says Greg Sterling, VP of strategy and insights for the Local Search Association. He says that in in the retail context alone, more than 90 percent or purchases happen locally. “ Most purchases now include online research or influence, including reviews,” he says.
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Uniphore
SEPTEMBER 1, 2017
How digital can enhance traditional voice communication. While an increasing number of customers are moving to digital channels, voice remains extremely popular. Combining digital with voice could thus give your center a competitive advantage. Read More.
Esteban Kolsky
SEPTEMBER 1, 2017
Wednesday Lithium announced they had acquired the code base and customers from Jive-X (the external community product from Jive). Let’s face it, this should be a non-event. At least, that is what I thought at first. After all, I wrote off Jive some time ago: great architecture, bad management, poor understanding of their target market – and the worse sin: they abandoned their user needs in favor of flashy, crappy “features” no one wanted.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ShepHyken
SEPTEMBER 1, 2017
This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Self-service support is becoming more and more widely accepted. Not just accepted, in some cases it is preferred. – Shep Hyken. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TrustFuel
SEPTEMBER 1, 2017
Business owners are only concerned about the success of their company. But, to run a successful business, you need to become a part of a digital revolution. In the past, we only had to rely on the workforce, but now, the situation has changed, and with the help of advanced platform we can run entire companies and improve our position. Nowadays, the software applications have impacted the business world tremendously, and the impact has been 100% positive.
Talkdesk
SEPTEMBER 1, 2017
What you can’t measure, you can’t improve. That’s what Ytica CEO and Founder Simon Vostry says about contact centers and he’s absolutely right. When Talkdesk expanded its product offering with AppConnect , one of the most critical areas we wanted to address for our customers was analytics. Measuring your activity is the first step to improving the way you treat your customers.
MyCustomer
SEPTEMBER 1, 2017
Engagement The 7 deadly sins of the CX transformation journey.
Verint
SEPTEMBER 1, 2017
You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business. By simply paying a little more attention to your solutions, you may well find new ways to improve your day-to-day productivity—and the state of mind of many people in your contact cente
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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.
Brad Cleveland Blog
SEPTEMBER 1, 2017
The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.
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