Monday, October 31, 2016

10 Ways You Can Improve Customer Service Today

The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to your profits and business success.

10 ways you can improve #CustomerService today

Wednesday, October 26, 2016

Customer Experience Management: CX Vision Statement

Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include language about providing a superior customer experience.

#CEX Vision Statement

Thursday, October 20, 2016

Your Customer Contact Center Isn't A Cost: It's a Priority

Customers are unique — and your contact centers should reflect their diversity. When you go to your local grocery store do you notice how many kinds of the same products there are? How about the fact that many cars now look the same? This new shopper reality is called commoditization.
Customer Contact Center Is Not a Cost

Wednesday, October 19, 2016

Why Chat May Be King Of The New Mobile Landscape

Like tens of millions of teens across the world, 15-year-old Emma rarely surfs the web or tries out new apps. Instead, she conducts her digital life through a collection of social apps, from Facebook to iMessage to Instagram to Snapchat. On all of them, she’s messaging.

Chat is the king of the mobile landscape

Tuesday, October 18, 2016

CSI Extends Advantage of Virtual Observer Call Recording and WFO to Support Avaya IP Office 10 Platform for Contact Centers

Our new recording method has been developed with customer value in mind, providing an affordable licensing model and an extremely robust WFO feature set which has never previously been available for IP Office customers CSI extends advantage of Virtual Observer call recording and WFO to suppor
Call recording and WFO for Avaya IP Office 10

Monday, October 17, 2016

Thursday, October 13, 2016

Contact Center Vendor Consolidation: What It Means to You

The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number of competitors, during the past 12 months.

#ContactCenter Vendor Consolidation

Wednesday, October 12, 2016

The analytics machine: Why contact center technology is changing the customer experience

For a long time, the contact center was nothing more than a place where customer complaints went to die. An agent’s objective was to simply note the issue and try to resolve it as quickly as possible, and metrics were nothing more than call duration and first call resolution.

Contact Center Technologies and #Analytics change the customer experience

5 Technologies To Jump Start Your Customer Service

One of the blessings and curses of being a contact center leader is that you become the target of sales people vying for your time so they can sell you on the next big thing to improve your operation. The blessing is the opportunity to learn about some truly interesting technology.

5 technologies to jump start your #CustomerService

Monday, October 10, 2016

Outsourcing = Walking down the aisle

Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly.

#Outsourcing is like walking down the aisle

Saturday, October 08, 2016

Surviving Information Overload in the World of Customer Service

Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.

Information overload in the world of #CustomerService

Friday, October 07, 2016

The Contact Center: Inexpensive but Crucial Considerations

While these axioms tend to be overused, they are nevertheless true. When it comes to the contact center, many business owners and managers settle for good when they should have the best.

#ContactCenter Crucial Considerations

Change your contact center for the better

By Steve Brubaker, InfoCision Chief of Staff Change is all around us. The leaves are falling. The air is getting crisp. As we turn the corner into fall, feed off of the seasonal energy and update your contact center strategy.
Change your #ContactCenter for the better

How to unearth the time to coach contact center agents

Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice.

#Coaching contact center agents and finding time

The Uberization of the Contact Center Workforce

Tech-driven innovation has spurred tremendous change across a broad range of entrenched industries in recent years, from entertainment (Netflix) to transportation (Uber) and everything in between. This disruption is evidenced in a myriad of everyday interactions we increasingly take for granted.

The Uberization of the #ContactCenter Workforce

How to Hire the Right People for Customer Service

Do you agree that exceptional customer service begins with the hiring process? Having the right people on board to do the customer service job is the first step towards delivering outstanding customer service at your business. Akio Morita, Sony Corp.

#CustomerService - How to hire the right people

7 Best Practices for Effective Call Quality Monitoring

These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps.

#Omnichannel customer experience monitoring

4 Essentials for Going Global with your Contact Center

Providing support for global operations is a serious endeavor, but with the right contact center technology, it’s doable. Globalization presents a wide set of challenges, and approaching it right the first time around is crucial to long-term success.

Globalizing your #ContactCenter

Now Skype4B and O365 Cloud Contact Center

You want to move the contact center to the cloud. You also want to use O365 or Skype4B. You not only need the cloud contact center service, but you need to use a migration path that is easy, low risk, and fast to deploy. Jeremy Puent, Product Manager for Clarity Consulting

#WFO for the #SkypeForBusiness and #Office365 #ContactCenter

Popular Posts