Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

Big data 140

Big data Analytics Metrics Sales 140

ChaseData

NOVEMBER 8, 2019

What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did. When the term was first coined, it simply referred to keeping track of your employees’ attendance - when they are scheduled, when they show up, when they don’t, and when they’re late or leave early.

Call Center 40

Call Center Management Contact Center 40

ShepHyken

NOVEMBER 8, 2019

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Monet Software

NOVEMBER 6, 2019

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can creep up on any customer relationship, especially if you don’t communicate the value of your product regularly.

Best practices 83

Best practices Education Enterprise Management 83

BlueOcean

NOVEMBER 6, 2019

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Ansafone

NOVEMBER 5, 2019

As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs. In many cases, outsourcing your communication needs is far more cost effective than keeping … How To Analyze Outsourcing Costs Read More » The post How To Analyze Outsourcing Costs appeared first on Ansafone Contact Centers.

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outsourcing Contact Center Call Center Customer Service 48

C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

Customer centricity 59

Customer centricity Advertising CRM Marketing 59

Contact Center Pipeline

NOVEMBER 7, 2019

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Contact Center 177

Contact Center Government Call Center Customer Experience 177

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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

Surveys

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader.

Analytics 136

Analytics Contact Center Coaching Call Center 136

GetFeedback

NOVEMBER 4, 2019

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. . In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”.

B2B 60

B2B Surveys Feedback Customer centricity 60

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ShepHyken

NOVEMBER 6, 2019

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.

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Coaching Sales Customer Service Personalization 241

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.

Customer Experience

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?

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Consulting Consulting Marketing Customer Experience 294

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

Customer Service 83

Customer Service Self service B2B Metrics 83

Toister Performance Solutions

NOVEMBER 5, 2019

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual. We talked for a moment, and she explained the store had re-opened earlier that day after being remodeled.

Sales 71

Sales Accountability Customer Service Personalization 71

JustCall

NOVEMBER 6, 2019

Selling is not enough. You need to be in constant touch with your customers to ensure that they are having a seamless experience with your product or service continuously. That is how business in the SaaS world works. You cannot forget about your customers once they have started using your product. That is the point where you start building a relationship with your customers.

Brand ambassadors 71

Brand ambassadors Advertising SaaS Sales 71

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!

Feedback

CSM Magazine

NOVEMBER 7, 2019

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company. Simply writing an email without giving it a second thought does not work. You must pay attention to some golden rules when corresponding with your customers.

Construction 53

Construction Feedback Personalization Customer Service 53

Connect

NOVEMBER 6, 2019

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive. However, customer experience (CX) expectations are shifting rapidly, in lockstep with the changing way people are experiencing technology in their daily lives and alongside the CX opportunities provided by increased connectivity, big data and AI.

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Customer Experience Big data Technology 40

Beyond Philosophy

NOVEMBER 8, 2019

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.

Airlines 281

Airlines Consulting Consulting Customer Experience 281

Callminer

NOVEMBER 3, 2019

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuring it.

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Customer effort 226

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

ShepHyken

NOVEMBER 4, 2019

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. Gypsy and Your Customers Expect Kindness by Chip Bell. (Forbes) Your customers are a lot like Gypsy in their expectation of kindness.

Customer Service 209

Customer Service Personalization Marketing Customer Support 209

Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […].

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Contact Center Surveys Call Center 113

Beyond Philosophy

NOVEMBER 2, 2019

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line.

Consulting 191

Consulting Consulting Marketing Customer Experience 191

Callminer

NOVEMBER 5, 2019

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose tools to better display your data.

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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.

Self service

TechSee

NOVEMBER 5, 2019

Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies.

Enterprise 95

Enterprise Engineering Analytics Airlines 95

GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. And we’ve extended these expectations to eCommerce. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

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Benchmark Marketing Customer Experience Accountability 99

Customer Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

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Customer Experience 106