ProProfs Blog

JULY 24, 2019

Why do people love certain brands? A lot of the times it has something to do with the friendliness of their customer services department. Delighted customers, who receive consistent and satisfying customer service , are always a big asset for any business as they often turn out to be the evangelists for the brand. One of the many channels for offering customer support these days is a live chat software.

Customer Service 99

Customer Service Personalization Customer Support Best practices 99

CSM Magazine

JULY 25, 2019

One of the most frequent challenges frontline employees face is when they find themselves dealing with one customer in front of them, another on the phone, while a third arrives with just a quick question. While there are no absolute rules for juggling customers here are five tips that work well in reducing stress and boosting customer loyalty. Tip #1 Remember, this is good.

Management 53

Management Personalization Customer Service 53

Contact Center Pipeline

JULY 25, 2019

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Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

Customer centricity 348

Customer centricity Government Morale Advertising 348

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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.

ShepHyken

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service 318

Customer Service Customer Care 318

Contact Center Pipeline

JULY 23, 2019

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules. Although recent reports suggest that the size and rate of growth of the gig economy have been overinflated, the growing emphasis on flexibility and better work-life balance indicate that on-demand work […].

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Contact Center Call Center Management 233

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve

Customer emotions 285

Customer emotions Consulting Consulting Customer Experience 285

ShepHyken

JULY 22, 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. 8 Tips for Improving Social Media Customer Service by Fara Haron. (Smart Customer Service) The quickly evolving social media landscape has forced companies to work harder to maintain a positive customer experience, as 83 percent of people have higher digital customer

Customer Service 289

Customer Service Customer Care Marketing Customer Experience 289

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

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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

Callminer

JULY 22, 2019

These 25 expert tips and best practices will help you deliver more effective, targeted feedback for better results in your call center.

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Best practices Feedback Call Center 182

Beyond Philosophy

JULY 23, 2019

Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.

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Consulting Consulting Accountability Sales 225

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of us wants slightly more bang for their buck.

Customer Experience 284

Customer Experience Feedback Customer centricity Customer retention 284

Contact Center Pipeline

JULY 24, 2019

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer from turnover rates of 50% or […].

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Call Center Interactive Voice Response Management Analytics 168

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

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

TechSee

JULY 23, 2019

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash.

Sales 129

Sales Surveys CRM Technology 129

ShepHyken

JULY 23, 2019

The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers.

Feedback 231

Feedback Personalization Customer Experience Sales 231

Nextiva

JULY 25, 2019

In 2019, retaining customers is not about witty marketing or clever sales tactics. To be successful, you have to take a step back and design an amazing customer service experience. You have to be able to delight the customer from the very first touchpoint with your brand. And, it all starts with customer insight. What […]. The post 21 Tactical Tips to Uncover Real Customer Insights (Fast) appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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voip Sales Marketing Customer Experience 104

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.

Contact Center

Callminer

JULY 23, 2019

Speech analytics lets you see the “why” and “how” behind 100% of customer conversations.

Contact Center 182

Contact Center Customer Experience Analytics 182

Interaction Metrics

JULY 22, 2019

In the United States, healthcare is a $3.5 trillion a year market and employs 1 in 8 Americans. For a market with huge impact and under tremendous scrutiny, you would expect medical organizations to take an interested, data-driven approach to measuring the patient experience (PX). In other words, you would expect their patient surveys to be relevant, well-written, and to the point.

Surveys 92

Surveys Healthcare Metrics Marketing 92

Return Customer

JULY 24, 2019

Did you know that research by Bain & Company found out that increasing customer retention rate by just 5% can increase profits by 25-95% ? If there’s one thing that always bears on the mind of businesses, it is this: What drives a customer to come back for more? In this day and age, where cut-throat competition is rife, brand loyalty is as elusive as a dream.

Sales 90

Sales Customer retention First call resolution Advertising 90

Avoxi

JULY 25, 2019

Whether you want to become the best call center agent you can be, or you want to make a new hire based on the top skills and abilities a great call center agent needs, having the right people on your team saves you time and money. But what are the most important qualities of a… The post 7 Qualities of a Successful Call Center Agent appeared first on AVOXI.

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Call Center Contact Center 90

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

Eptica

JULY 21, 2019

Date: Wednesday, July 24, 2019 Author: Guest author: Adrian Swinscoe Punk CX says ‘Great at a few or average at a lot’. Published on: July 24, 2019. Author: Guest author: Adrian Swinscoe I believe that the customer experience (CX) space is becoming like prog rock in the 1970s…… overly technical, too elaborate and complicated, inwardly focused, a little exclusive and in danger of disappearing up it’s own a.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

Influitive

JULY 24, 2019

The old Dale Carnegie adage is true: “Remember that a person’s name is to that person the sweetest and most important sound in any language.” People thrive on personalization—the feeling that something is special and unique to them—and this is especially true in business. While email blasts tend to go out to thousands of people, The post Take your Network of Brand Advocates Global with Localized Marketing appeared first on Influitive.

Marketing 87

Marketing Personalization 87

Hero Digital

JULY 22, 2019

The wave of change in B2B customer experience is coming. B2C brands have discovered the demand for human-centered products and marketing, and now it’s time for B2B companies to realize that people are also behind their user journeys. B2B CMOs need to identify customer truths and respond with new innovation opportunities, transformed digital experiences, and a modern marketing ecosystem.

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B2B B2C Surveys Marketing 85

Quiq

JULY 25, 2019

Quiq Raises $12.5 Million to Transform the Way Companies Engage with Customers. Bozeman, MT – July 25 2019– Quiq, a conversational engagement platform and business messaging solutions provider, announces that it has closed a $12.5 million Series B funding round , led by Foundry Group, with participation from Teamworthy Ventures and existing investors Venrock and Next Frontier Capital.

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Enterprise Contact Center Customer Experience Marketing 84

Advertiser: ZoomInfo

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

Technology

Avaya

JULY 24, 2019

Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience?

Contact Center 82

Contact Center Coaching CRM Chatbots 82

SharpenCX

JULY 24, 2019

Hey already frustrated customer, thanks for reaching out. Hop in the convertible and let’s go for a ride. First, we’re going to drive by our most notable monument, unsorted mounds of customer data. Feel free to park and stretch your. Read More. The post Stop Taking the Scenic Route with your Customers: How Business Digital Transformation Puts an End to Disjointed Customer Experiences appeared first on Sharpen Contact Center Software.

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Contact center software Customer Experience Contact Center 72

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place. That’s because, without customer feedback, you won’t know where to begin to improve your customer experience. .

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Feedback Customer Experience 68