Tagged: best practices

Five9 Recognized for Growth, Innovation and Leadership by Frost & Sullivan

Recognizing industry trends is one thing. Actually delivering a solution to support those trends is another. The companies that recognize and deliver the answer that best aligns with modern customers will be the ones rewarded. The best reward comes from someone who has the depth and breadth of knowledge required to be considered an industry expert.

Which brings us to some fantastic news.

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What I’m Expecting at Salesforce World Tour London This Week

By Paul Thomas, Managing Director EMEA

As I am gearing up for Salesforce World Tour London this week at London ExCel on Thursday, 19th May 2016, I am preparing to make the most of my time at this event. This jam-packed London Salesforce attraction with approximately 8,500 attendees has a busy agenda. I am excited to hear from executives, customers and product experts who will discuss and demonstrate to the attendee’s how to transform your business.

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The Most Valuable Thing I Learned at the Oracle Modern CX Conference

By Walt Rossi, Vice President Business Development

Last week I attended the Oracle Modern Customer Experience (CX) Conference, in the headquarters of a true representation of customer experience, Las Vegas. This annual event gathers thought leaders for customer experience management focusing on Oracle’s CX solutions: Marketing, Sales, and Service Cloud. It was great to see everything there is to offer in Oracle CX all under one roof, because that is how it works in the real world. The several thousand attendees gathered to learn about trends in CX, hear product vision and roadmap details from Oracle product leadership, and most importantly learn from the many company’s approaches to engaging customers.

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Private Twitter Messages Won’t Eliminate the Contact Center

This article was originally published on MarTech Advisor, here.

By Mayur Anadkat

Imagine you’ve just purchased a brand new coffee maker and you can’t wait to start brewing a fresh pot. When trying to set it up, you realize a crucial part is missing from the box. You reach for your phone and tweet at the company right away because they should know your dissatisfaction.

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3 Changes Made in the Customer Lifecycle

By Mike Crane, EVP of Services

Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.

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3 Tips for Reducing Churn in Your Call Center

Guest Post by Jodi Beuder of MHI Global

While there is no silver-bullet for eliminating unwanted churn in the call center, there are steps that business managers can take to at least reduce unwanted turnover.

If your call center is staffed similarly to others around the country, then nearly 70% are of the Millennial generation (loosely defined as those between the ages of 18 to 34). While there are a lot of negative adjectives associated with the work ethic of this generation, most of them are unfounded when scrutinized. When examining the high-turnover rates associated with Millennial workers, often it is because
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4 Tips for Diffusing Customer Anger

Guest Post by Joanna Jones of MHI Global

Contact center agents often take the brunt of angry customer interactions. As self-serve options become increasingly common, the reasons behind a customer communicating through phone or chat are changing. What this means for the contact center is Continue reading

How to Prepare Your Organization for Cloud

This post was originally published here on the Impact Learning Blog.

By Liz Osborn

We all know contact centers face challenges common to many service-oriented businesses: revenues must go up, quality must rise, and everything has to happen faster–while costs are kept in check. To do this, contact centers depend on multiple technology layers. Applications and tools, often sourced from multiple vendors over different time frames, may not play well together, resulting in inefficient, cumbersome overlaps and gaps in functionality.
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Who Are Today’s Contact Center Agents?

Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions.

ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you. Continue reading

Delivering Excellent Customer Service through Mobile Apps

Delivering Excellent Customer Service through Mobile Apps

Guest Post by Joanna Jones of Impact Learning Systems

We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that when creating CR solutions that are tailored to mobile, companies have the opportunity to create platforms that are well thought out and customized to how users expect to interact with a brand or product. The bad news is that many companies have Continue reading