VHT
OCTOBER 9, 2018
How fast can prospects or customers with questions get from your social media page to a customer support agent? If the answer isn’t, “with one click,” you’re not getting as much as you could be out of your social media presence or your call center. Fortunately, social callback makes the transition from a social media channel to voice channel as seamless as possible.
Contact Center Pipeline
OCTOBER 9, 2018
The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations are growing as fast. It can be challenging to keep pace and keep everyone happy. Now might be a good time to reevaluate the tools that you are using at your […].
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Customer Service Life
OCTOBER 10, 2018
This post was originally published on CallCenter Weekly. In the contact center community, we understand the true value of a happy customer. We’ll do whatever it takes to make sure that we leave our customer satisfied. But – let’s consider this for a moment: In order to take the best care of others, we must first take the best care of ourselves.
TechSee
OCTOBER 9, 2018
A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter
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Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
OCTOBER 11, 2018
Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant. However, they came at the expense of deteriorating customer satisfaction. Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic
ShepHyken
OCTOBER 10, 2018
The Pasta House Company is a local chain of Italian restaurants that have been around since 1974, since I was just a kid. On Monday nights they had – and still do have – an “All You Can Eat” special. I loved that. All the salad, pasta and garlic bread you could eat for one low price. When I was a teenager, my buddies and I would all meet at the Pasta House on Monday nights to take advantage of the special.
Beyond Philosophy
OCTOBER 12, 2018
What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.
Micah Solomon
OCTOBER 9, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. 1.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Steve DiGioia
OCTOBER 8, 2018
when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.
ShepHyken
OCTOBER 9, 2018
Listen To Your Customers… Or Die. How to Turn Customer Feedback Into Gold. Shep Hyken sits down with Sean McDade. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. Top Takeaways: Sean defines being customer-centric as, “Consistently listening to customers and empowering your organization to take what customers are saying and do something about it.
Nexmo
OCTOBER 8, 2018
Ever wish you could use a universal translator like the one from Star Trek to seamlessly communicate in a foreign language? Good news: Real-time translation has already arrived. Now equipped with polyglot powers, companies can communicate with any lifeform no matter where they choose to boldly go. Here’s how businesses are using this technology to […].
Micah Solomon
OCTOBER 11, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.
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.
Andrew Mcfarland
OCTOBER 9, 2018
(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t.
ShepHyken
OCTOBER 8, 2018
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. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. (Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers.
CX Accelerator
OCTOBER 9, 2018
Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.
Callminer
OCTOBER 9, 2018
CallMiner announced a partnership with Medallia, the leader in Customer Experience Management cloud technology.
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!
Contact Center Pipeline
OCTOBER 10, 2018
Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Companies generally are doing their best to accommodate customers’ access demands by adding more digital channels to their lineup. However, in the rush […].
Customer Guru
OCTOBER 9, 2018
Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.
Taylor Reach Group
OCTOBER 11, 2018
Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.
Fonolo
OCTOBER 10, 2018
The rise of digital commerce and the growth of social media have given consumers powerful tools to share their thoughts and feedback with brands. The ability for customers to tout their distinct opinions with far-reaching audiences is a new phenomenon that has shifted the way brands must think and operate. Excellent customer service must become a central component of companies’ strategies if they hope to survive and thrive in this digital age.
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.
Contact Center Pipeline
OCTOBER 11, 2018
In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of the highest caliber. As evidenced by the conference, healthcare is among the fastest-growing contact center verticals in the market. All the major vendors are in hot pursuit! Many of today’s healthcare […].
Win the Customer
OCTOBER 12, 2018
The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.
Liveops
OCTOBER 12, 2018
“The only limit to our realization of tomorrow will be our doubts of today.” – Franklin D. Roosevelt. To attract top talent, you need to think like top talent. Call center leaders are under ever-increasing pressure to attract and retain top talent, yet a relatively simple solution is available. It comes down to recognizing that the same old limited approach to sourcing talent, then expecting your new hires to come to your bricks and mortar just doesn’t work that well.
Relay Blog
OCTOBER 9, 2018
The first goal of customer service is to make a customer’s experience with your business. The post 20 Strategies for Creating a Seamless Customer Service Experience appeared first on Relay.
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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.
Aspect
OCTOBER 10, 2018
It’s become obvious that cloud solutions are no longer just an element of the future. Many organizations are realizing that with its maturity the potential drawbacks have disappeared. Security is robust, integration with third-party solutions is seamless and reliability is a given. Gartner recently forecasted global public-cloud revenue will grow by over 21 percent this year. .
Concentrix
OCTOBER 11, 2018
Transitioning Client to Social Media Powerhouse Wembley, UK – Concentrix Won the UK Customer Experience award in the category of Best New Improved Product or Service. The post UK Customer Experience Award Goes to Concentrix appeared first on Concentrix.
teleopti
OCTOBER 9, 2018
Teleopti earned the top ranking in overall customer satisfaction, according to DMG Consulting LLC, a leading contact center research and consultancy firm, in its 2015-2016 Workforce Management Product and Market Report, hot off the press. With nine leading workforce management (WFM) vendors reviewed in detail, the report included a comprehensive vendor satisfaction survey, measuring and ranking vendor approval ratings across 24 product components and 11 vendor categories.
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