The Cost of Poor Customer Service [Infographic]

Poor customer service doesn’t just impact the consumer; it also can hinder your brand. Northridge’s annual State of Customer Service Experience 2017 report studied the ramifications of poor customer service on business growth, customer retention and word-of-mouth brand referrals, with emphasis on the financial pains businesses face when they fail to meet customer expectations.

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How Artificial Intelligence Impacts the Contact Center

In today’s technology obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an always evolving digital landscape. Read any publication and you’re sure to find conversations revolving around Artificial Intelligence (AI) helping to power (if not completely replace, in some instances) human interaction. In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. In an industry that places an emphasis on human contact, what role does AI play in the contact center and how can data gathered from it be used to improve the customer experience?

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The Power of Quality Monitoring & Speech Analytics – Working Together

As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions of records, solve complex equations within seconds and build widget after widget – without ever tiring. There are limitations to the abilities of a machine though. Ask a computer to understand sarcasm, or detect emotion and it will fall short every time. As Forbes contributor, Roger Wu, once described in an article, what’s often missing is “that secret sauce – the ability of humans to read between the lines, pick up contextual cues and insights from abstract concepts.”

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Top 3 Reasons for Customer Frustration [Infographic]

As customer service methods constantly evolve to adhere to the demands of digitally-savvy customers, critical customer experience gaps can form, leaving consumers frustrated rather than delighted. The Northridge Group’s annual State of Customer Service Experience 2017 report analyzed the impact of digital developments on customer experience and identified specific successes and frustrations of today’s consumers.

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Coaching Call Center Agents

Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted when guidelines are not reinforced properly and improving call center agent behaviors is not the focus. To keep employees performing at their best, it is essential to maintain a proactive coaching program that focuses on using the actionable insights from the QM program and coaching to the teachable skills.

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5 Things to Look for in a Telecom Expense Management Vendor

In the Age of Information, effective utilization of technology in the workplace is crucial for growing and establishing businesses. Recently, the focus has been on corporate liable devices, specifically those with wireless capabilities. Managing these necessary technologies, however, can be complicated and counterproductive; oftentimes, technology implemented to foster workplace efficiency ends up being more of a hindrance than a help.

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Planning for a Successful Contact Center Platform Migration

Industry leading organizations usually have one common goal – to provide the best service experience to their customers. Technology is undoubtedly a critical component of delivering service excellence; however, technology that’s outdated or ineffective can oftentimes put a strain on operations and hinder customer experience goals. When contact center leaders seek solutions to improve service delivery, they might consider upgrading their contact management platform to include enhanced capabilities such as Courtesy Callback, presence management and Omni channel integration. A call center technology migration is a significant investment both financially and operationally, which is why strategic planning is imperative to consider all the many dependencies and impacts it will have on existing processes and operations.

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3 Best Practices for Big Data Security

Digital data is growing faster than ever before. In fact, it is estimated that by 2020 there will be 44 trillion gigabytes of digital data being created and copied on an annual basis. With the rise in data production and consumption, utilizing advanced data analytics is not just a competitive differentiator for companies anymore; it’s a crucial sign of an innovative and successful business.

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How to Enhance the Offshore Customer Experience

In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success begins and ends with the customer. As more technologies emerge, customers expect to reach businesses from a variety of touch points.

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