Callminer
MAY 15, 2014
Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers.
Joe Rawlinson
MAY 5, 2014
'Your customers think they know who to talk to at your company to get their problem solved. The trouble is that your customers are wrong. Their assumptions are incorrect. Or you’ve changed since the last time they came to visit. It is your job to make sure you route your customers to the right place to solve their problem. This last week I visited a local government office to get a permit.
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Win the Customer
MAY 20, 2014
'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.
Kristina Evey
MAY 7, 2014
'Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all. But, my mom had a point – “They made an effort to purchase a gift with you in mind.
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GetFeedback
MAY 2, 2014
When you tie your Voice of the Customer program into your CRM, you can centralize customer data and deliver an outstanding customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MAY 22, 2014
Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.
Joe Rawlinson
MAY 28, 2014
'I recently had a birthday and was surprised to see my email inbox flooded with birthday greetings from companies I’ve done business with. The problem was that many of these emails were a total waste of time. Are you sending useless birthday emails to your customers? Let’s find out. I got two types of emails which are particularly noteworthy.
Win the Customer
MAY 6, 2014
'You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience.
Kristina Evey
MAY 1, 2014
'Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic care, they are also looking for quality customer experiences and service. It’s a high touch industry and in need of more discussion and collaboration between the patient, their parents, and the orthodontist than has typically been seen.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
TASKE Technology
MAY 25, 2014
Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce. At TASKE, we provide the tools you need to understand the customer-facing interactions that have occurred in the past, but also, those that are happening
Amity
MAY 27, 2014
Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for? Is there a way to “test” them to see if they have the right skill set?
Customer Interactions
MAY 8, 2014
'Technology always seems to evolve in ways that we cannot anticipate. Who would have thought that a cellphone would go from having a singular purpose of making and receiving calls to being used for everything from filming videos to mobile banking? Today’s smartphone is a great example of how technology can cross over into entirely new applications.
Joe Rawlinson
MAY 12, 2014
'Do you like surprises? What about your customers? It is a great thing to pleasantly surprise your customers. However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard. The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Brad Cleveland Blog
MAY 28, 2014
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything.
Kristina Evey
MAY 15, 2014
'HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION. The most important investment to make in health care? It''s not the technology, not the office flow, not the insurance contracts, but rather focusing on the needs of the individual patients as human beings. It''s focusing on the patient themselves. Now, all of the above listed areas are clearly quite important.
TASKE Technology
MAY 12, 2014
The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.
Amity
MAY 6, 2014
De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Interactions
MAY 29, 2014
'There are few places where quality service matters more than emergency communications. PSAPs review calls to ensure they’re meeting high service standards and adhering to protocols (a process known as Quality Assurance or QA). Today this involves mainly voice calls. But as NG9-1-1 and public safety broadband come online, PSAPs will become the touch point for handling text-to-9-1-1, video and a whole lot of sensors and data.
TASKE Technology
MAY 12, 2014
The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly?used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.
Customer Interactions
MAY 23, 2014
'School districts across the nation are facing increasing demands from the public to ensure the safety of students and staff. Unfortunately, security budgets aren’t increasing at the same rate. This leaves school administrators the formidable challenge of finding economical solutions to improve security leveraging existing systems. Existing security systems can generally be divided into the following categories: video, intrusion, access control and fire.
Customer Interactions
MAY 15, 2014
'One of the distinct privileges I’ve had during my 7+ year career here at NICE is administering the PSAPs’ Finest Awards program. For those of you who are not familiar with the PSAPs’ Finest Awards, it’s an annual program, sponsored by NICE, that recognizes individuals who work in 9-1-1. It started in 2006 as a telecommunicator recognition program and branched out to include other 9-1-1 roles.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Brad Cleveland Blog
MAY 28, 2014
“The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
Brad Cleveland Blog
MAY 19, 2014
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.
Brad Cleveland Blog
MAY 9, 2014
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles.
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Brad Cleveland Blog
MAY 9, 2014
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles.
Brad Cleveland Blog
MAY 1, 2014
The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.
Brad Cleveland Blog
MAY 1, 2014
The Edge of Service™ Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.
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