Wed.Feb 26, 2020

Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.

Understanding Contact Center Billing

Call Experts

Customers are looking for services with out-of-the-box functionality. Also, these customer support services must enable scaling and allow for customization based on unique business needs. Implementation timing is often immediately; sometimes, the timeline was yesterday. .

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Merchant Cash Advance Is the Perfect Product for Call Centres

CSM Magazine

Merchant cash advances in the UK are continuing their rise, following on from the success of last year. They are an alternative funding solution for businesses that are trying to capitalise on growth.

How to Take Action on Customer Effort Score Feedback


The four major activities that must be undertaken after CES feedback is received by the company. Articles

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Quality Management Basics in Today's Contact Centers

NICE inContact

Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.

More Trending

Top Right Quadrant Hasn't Changed, But What's Going on in the Bottom Left?


In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left.

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How to Transform the Customer Experience


Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.

Why Customer Service Language is Used?

Customers That Stick

Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.

People Are Disgusted With This Brand… But Not In A Bad Way

Brandwatch CX


How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Out of office, Miami style: Playvox at Zendesk Relate


¡Hola! In case you haven’t heard, we are heading down to the city where the heat is on for Zendesk Relate : Miami Beach, baby! Playvox Updates


It Is Better to Be Their Favorite Than the Best

The DiJulius Group

1. Customer Service Feature Story It Is Better to Be Their Favorite Than the Best We all have a company or two that we can’t live without. Think about the companies you frequent the most. They may be your favorite local restaurant, cafe, hair salon, or a dry cleaner.

What Factors Make the Best SaaS Onboarding Experience?


As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long.

10 Best Recruitment Software of 2020


A decade back, the recruitment process used to be quite tedious giving the hiring department a very hard time. With piles of data and spreadsheets, the entire procedure proved to be confusing and messy.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Service in a World of Customer Obsession

Up Your Service

Personalized Customer Service. Customer Experience. Customer Centricity. Customer Obsession. These phrases have become central to the language of business in almost every industry. They mean vigilant, unwavering attention to the customer to determine actions and improvements.

What Factors Make the Best SaaS Onboarding Experience?


As your team is planning out the customer onboarding experience , it’s helpful to look at the situation from through a customer’s eyes. Your customer has just been through a whirlwind sales experience that may have been months – even years – long.

Perfecting Self-Service at Work Means Perfecting the Employee Experience


Our team just got back from yet another energizing and inspiring Pink Elephant conference, one of the world’s biggest gatherings of IT Service Management professionals and thought leaders.

Introducing the Launch of PX Academy

CX University

Across every industry, there is one common thread: call it a universal one – consumers. . Let’s keep things simple – without customers, there would be no business to run.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

What is Next Generation Consumer & Market Intelligence – And Why Brands Need It


There’s so much noise online that brands find it increasingly challenging to quickly and accurately distinguish between critical and non-essential business issues.

3 Processes Ripe for Automation in Financial Services?


The financial services industry is experiencing significant forces of change. FinTech is redefining the customer experience, and regulatory pressure has opened a $4billion RegTech Market.

5 Tips for B2B Loyalty Programs Inspired by B2C


Loyalty programs are pretty commonplace with consumer brands but don’t seem to be as prevalent in B2B. This is because the traditional loyalty model of cash incentives doesn’t translate as well to business customers. In B2B, purchase decisions involve more than one stakeholder and your core user is not always the person paying the bill. […]. The post 5 Tips for B2B Loyalty Programs Inspired by B2C appeared first on Influitive. Customer Engagement, Retention & Growth

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Are 'people issues' the biggest impediment to CX improvement?


Engagement Why 'people issues' are preventing CX improvement

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

What We Celebrate (and Need to Talk About) When We Celebrate Black History Month

dscout People Nerds

We asked dozens of participants what Black History Month meant to them, and what we can do better to commemorate the contributions of Black Americans


Agreeing and Disagreeing with the LA Times


The Los Angeles Times ( Sunday, Feb 23, Business Section ) describes me as “a vocal critic of survey culture.” Only sort of. It’s true, I often see companies pestering their customers with biased surveys. It’s also true I see many companies gleaning grossly gamed data from their surveys.

Free Customer Experience Certification (CX Academy)


We’ve recently launched CX Academy, our 8-part CX certification course aimed at giving you a crash course in the basics of building a customer. The post Free Customer Experience Certification (CX Academy) appeared first on Feedbackly.

Build Better Experiences With Text-Based Customer Support and Acquisition


Consumers in 2020 are more tech-savvy and connected than ever. With the mobile experience rising in importance throughout the last decade consumers are now demanding the ability to use text messages to communicate with customer support. Not only that.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.