Mon.Nov 12, 2018

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7 Tips to Improve Contact Center Customer Experience

NICE inContact

We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy. Contact Center Customer Experience can be enhanced every step of the way as customers interact with the brand.

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The Evolution of Customer Service

Unymira

The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers , when the phone was the single communication channel.

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The Individualization of the Customer Experience

Call Center Pros

One size rarely fits all. It seems obvious, right? Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. They know what they want, when they want it and how they want it.

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5 Top Customer Service Articles for the Week of November 12, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. (Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Congratulations to the 2018 LISTEN Awards Winners

Callminer

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

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Is Your IVR Dying a Death by a Thousand Papercuts?

Cyara

Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather than their brand or their product or even price. So, if that’s the case, then why do so many IVR teams get treated like order takers rather than a strategic partner in the customer experience economy?

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Why Magento is Mostly Preferred for E-Commerce in India

OctopusTech

Once you decide to step into the online market, you will realise there are plenty of options available as far as e-commerce platforms and software are concerned. Since all claim to offer the best e-commerce solutions, choosing one over the other is going to be a pretty tough nut to crack especially when the success of your online business depends on it.

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Creating a Superior Customer Experience in the Contact Center with CCaaS

City Communications

Companies are increasingly adopting cloud solutions as a way to improve the customer experience, and the contact center is no exception. When it’s time to upgrade your technology, you might be ready to consider Contact Center as a Service (CCaaS) – a cloud-based solution that provides customers with a consistent experience. It offers a variety of benefits: Scalability: As you add seats or bring on a new dedicated team to support a big client, you need to be able to quickly add phone

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Research: 6 Key Drivers of Successful Customer Feedback Programs

Genroe

For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good. While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, […]. The post Research: 6 Key Drivers of Successful Customer Feedback Programs appeared first on Genroe.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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7 Vanity Number Stats That Prove a Vanity Phone Number Will Boost Your Brand & ROI

CallSource Insights

The allure of vanity numbers aren’t only that they’re nicer to look at – but they’re also easier to remember. In a recent study, 72% of people correctly recalled vanity numbers after hearing a 30 second advertisement. That same advertisement with a numeric number’s recall rate? It was only 5%. Vanity numbers aren’t just easier to remember, though.

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Episode 37 – The 3 Imperatives for Contact Center Leaders

BetterXperience

If you are a contact center leader there are 3 things you need to focus on. We explore all three in this episode. Please click below for on the right to listen on iTunes. [link].

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5 Qualities of an Exceptional Contact Center

VocalCom

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. But just what does it take to have a stellar reputation? Here are five qualities of an exceptional contact center that lead to outstanding customer service.

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Concentrix Accelerates Deployment of Omnichannel Conversational Virtual Assistant Solutions

Concentrix

Concentrix, a leading business services company, announced today significant enhancements to its Conversational platform with the release of Intelligent Virtual Assistant (IVA) 12.0. Users can. The post Concentrix Accelerates Deployment of Omnichannel Conversational Virtual Assistant Solutions appeared first on Concentrix.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area

Totango

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders.

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Four Major CCM Software Problems That Affect Your CX and Your Bottom Line

Topdown

We know that, for many industries, customer communications management (CCM) software is one way to deliver the customer experience (CX) that your patrons have come to expect. Most importantly, good CCM platforms can contribute positively to your bottom line by saving both time and money. But how do you know the right customer communications solution in which to invest?

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Next Stop - Miami and BroadSoft Connections

Jon Arnold

Well, Hollywood, FL to be more precise. Miami certainly sounds more glamorous, and I am flying there, but it’s a beachfront hotel, so it’s all good. Anyhow, a quick update on my travels - this is conference 2 of 3 for November, and am looking forward to another iteration of BroadSoft Connections. Yes, it’s really a Cisco event now; and am very interested in the updates on how this acquisition is working out.

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Interview: Axa Head of Innovation, Milan Sud

Infinity

There’s unanimous agreement around just about every sector that innovation is needed across multiple areas. Nobody wants to be the Blockbuster of their industry, moving too slowly and getting killed off by a younger, more visionary competitor. But unless your pot of money, time, and talent is endless, you need to make choices. How do you know what direction to head in to find the innovations that give you that edge?

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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RapportBoosting Tip #9 – Happiness Language

RapportBoost

Hi everyone! Dani Apgar here with your RapportBoosting tip #9 on Happiness Language J. Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Happiness is infectious and agents who project happiness in chat are able to create a positive environment for the conversation.

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Use This Checklist to Create the Perfect Customer Survey

GetFeedback

Detailed pre-survey checklist to help you launch the perfect customer survey.

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Hero Honored by the eHealthcare Leadership Awards

Hero Digital

People have come to expect easy, seamless experiences from websites, apps, and physical interactions with their favorite brands. So why does that simplicity so often disappear when someone goes from customer to patient? To address this pervasive problem, we partnered with Universal Health Services, Inc. (UHS) to improve the online patient experience on their corporate website and 30 acute care hospital websites.

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The importance of audio quality for contact centres

Spearline

Imagine having frequent flyer membership of an airline and calling their premium club line only to be met with poor audio quality. You may be on a business trip and want to quickly make a last minute change to your return flight. But your conversation with the agent takes twice as long as it should because the audio quality means you’re constantly repeating yourself.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Research: 6 Key Drivers of Successful Customer Feedback Programs

Genroe

For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good. While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, […]. The post Research: 6 Key Drivers of Successful Customer Feedback Programs appeared first on Genroe.

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3 Strategies for Scaling Up to 24-Hour Customer Service

Help Scout

Delivering 24-hour customer service is an exciting challenge to solve. It typically means your business is expanding or you are taking on larger customers. Scaling a team to this level comes with some unique considerations that range from cost and location to language and local customer demands. The strategy you choose needs to take into account your customers’ needs, the region or time of day at which your load is growing most, and your business goals and expansion plans.

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Fortune 50 Financial Services Company

Stratifyd

Focus. To analyze unstructured customer feedback across all channels and identify the biggest pain points in an effort to improve the overall user experience. Partnership With Stratifyd. The company’s efforts revolve around wanting to create a holistic view of its clients’ experiences with various products by looking at omni-channel feedback, such as Voice of the Customer reports, surveys, operational data, and complaints.

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Insights From Capitol Hill: What’s Next for the TCPA and CFPB

LiveVox

The following is a summary of the opinions and observations of Mark Mallah, General Counsel, LiveVox Inc.; Joann Needleman, Attorney, Clark Hill PLLC; and Ryan Thurman, Director of Sales, Contact Center Compliance. Together they discussed what’s next for the TCPA and CFPB in regards to changes in leadership on Capitol Hill. The full webinar can.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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What to Expect From Magento 2.3

iCiDIGITAL

NOTE: This article was originally posted by Blue Acorn, and can be found here. Written by Shannon Kenneally, Blue Acorn Content Writer. Earlier this year at Imagine 2018, Magento announced the upcoming release of Magento 2.3. It’s now been a year since Magento 2.2 launched and three years since the release of Magento 2.0. Version 2.3 comes with exciting new functions and features—most of which will benefit B2C merchants.

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SmartAction Solutions Now Rated “Avaya Compliant”

SmartAction

SmartAction is compatible with key Avaya contact center solutions. El Segundo, CA – November 12, 2018 — SmartAction, the leading AI-powered virtual agent solution for contact centers, today announced that its solutions are compliant with key contact center solutions from Avaya, a global provider of business communications software, systems, and services.

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Long-term RPA Success Requires a Break in the Proverbial Wedge Between Business and IT

Uniphore

Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos