Beyond Philosophy

SEPTEMBER 6, 2016

Professor Payne cites five reasons: 1. Management believes that existing customers will be retained; therefore the company needs to focus on acquisition. Customer acquisition is reported regularly to analysts, shareholders and senior management; but churn rate may or may not be reported.

Consulting 186

Consulting Consulting Customer advocacy Sales 186

aircall

JANUARY 5, 2022

If there were ever a question of how important a high-performing technology team is to an organization’s success, the pandemic has provided an unequivocal answer. As a direct result of the creativity and ingenuity IT teams have shown during the past two years, a new challenge has come to the forefront: how to retain top tech talent. .

Employee engagement 62

Employee engagement Benchmark Surveys Technology 62

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

Service Agility

SEPTEMBER 9, 2017

Large centers have their own sets of challenges, but the focus of this article is the unique challenge of managing a small contact center. For the leader of a small center, then, this reality means that no matter how well you plan you cannot rely on the plans as often as you would like. You only need an estimate, so keep it simple.

Contact Center 40

Contact Center Management Coaching Technology 40

Skybridge

APRIL 24, 2020

Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home? Senior leaders aren’t just concerned with the multiple, serious factors involved in managing remote inbound customer care teams. By David Nour.

At home agents 52

At home agents Customer Care Government Call Center 52

Skybridge

APRIL 24, 2020

Most of the calls and emails I’m on with new customers these days start out with one core need: how fast can we get our call center teams moved off-site and set up to work from home? Senior leaders aren’t just concerned with the multiple, serious factors involved in managing remote inbound customer care teams. By David Nour.

At home agents 52

At home agents Customer Care Government Call Center 52

ChurnZero

JULY 9, 2021

And how do you know when you’ve gone too far? How Can Customer Success Better Influence Customer Fit? . Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? What’s an Ideal Customer Profile?

Journey mapping 75

Journey mapping Sales Marketing Metrics 75

LiveChat

SEPTEMBER 13, 2019

CEO David Kahan cited above all the brand experience, saying “It went against every mandate we have of good brand management.”. The site accounts for around 47% of US e-commerce sales according to eMarketer. Amazon is the biggest e-commerce platform in the world. Away sells luggage starting around $200.

Sales 64

Sales Accountability Management 64

Avaya

OCTOBER 5, 2016

These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks. In fact, “ budget and resource constraints ” was listed as one of eight top challenges cited by IT professionals in a global survey last year.

Wireless 83

Wireless Enterprise Technology Management 83

Comm100

JUNE 30, 2021

Customer service is often cited as the most important factor in customer satisfaction. It’s why we’re here to talk about how your customer service team can give your customers a positive experience, no matter the circumstance or query. What exactly is customer service? Source: [link]. More on this next… .

Customer Service 52

Customer Service Customer Experience Feedback Advertising 52

ProProfs Blog

JANUARY 7, 2020

Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . The success of your business will depend on how skillfully you handle your customer service problems. All of them have been around since the concept of commerce started. Fast forward to 2020. And rightfully so. .

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

JustCall

JUNE 26, 2023

Real estate agents require efficient communication methods to keep in touch with leads, manage appointments and stay up-to-date with clients. In this blog, we’ll explore the power of SMS as a tactic for real estate agents and guide you on how to use it to drive engagement and sales.

Real estate 52

Real estate Scripts Marketing Best practices 52

Fonolo

AUGUST 29, 2019

How can they survive and thrive in the face of so many variables? Note: These experts, who generously gave their time and know-how to this article, appear in alphabetical order by surname. Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future?

Contact Center 121

Contact Center Self service Call Center Chatbots 121

ijgolding

AUGUST 20, 2017

It has always astonished me how many senior leaders within businesses have rarely met a customer. Failing to truly understand how your customers feel about the experience your company delivers to them is quite simply unacceptable in the world of business today. b) how many customers have you spoken to this year?

Customer centricity 83

Customer centricity Customer Experience Feedback Enterprise 83

Netomi

NOVEMBER 23, 2022

This blog post will explore the importance of customer experience and how it can be used as a competitive advantage to drive growth, increase brand loyalty, and ultimately, improve the bottom line. Customer experience has become a critical differentiator for companies looking to stand out from the crowd. What is customer experience?

Customer Experience 52

Customer Experience Customer retention Employee engagement Chatbots 52

Playvox

SEPTEMBER 14, 2021

Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.” The best way to motivate people is to give them meaning, purpose, and an understanding of how their work contributes to a company’s overall success. What is Culture? Where Do You Begin?

Morale 59

Morale Contact Center Accountability Personalization 59

Squelch

MAY 27, 2019

73 percent cite CX as a key factor in buying decisions. 73 percent cite CX as a key factor in buying decisions. How Can Data Improve CX? And this time, I’m turning to Daniel Newman, principal analyst of Futurum Research and CEO of Broadsuite Media Group to help explain how data can improve your CX.

Customer Experience 40

Customer Experience Average Handle Time First call resolution Upselling 40

ProProfs Blog

DECEMBER 6, 2021

29% of people cite security concerns as one of the main reasons for abandoning online forms, followed by form length (27%). For example: The dashboard for Form Manager lacks engagement and doesn’t show the entire information. If you’ve been using Wufoo and looking for Wufoo alternatives, then you’ve come to the right place.

Surveys 78

Surveys Enterprise Feedback CRM 78

Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen.

Sales 87

Sales CRM Accountability B2B 87

CSM Magazine

MARCH 18, 2016

In this case study we look at how the combination of technology and a great customer/supplier relationship can bring success to a business in a competitive environment. The last ten years have seen phenomenal changes across all aspects of our lives, not least of all in how we buy and listen to music.

Technology 40

Technology Customer Support Marketing Management 40

Branch Mesenger

JULY 11, 2018

If you want an idea of jost how rapturous the masses are for these frozen drinks, just Google '7-Eleven slurpee' and you’ll find any number of hundreds of articles touting the convenience store national holiday. If you looked at today’s date and felt a familiar ring to the combination of the month and day, you’re not alone.

Advertising 59

Advertising Marketing Self service Technology 59

LiveChat

NOVEMBER 16, 2018

Amazon being Amazon, it’s even launched its own browser extension called Amazon Assistant (not to be confused with Alexa) that helps users manage their orders quickly, compare products, get notified about deals on products they care about, and more. On the other hand, poor customer service can cost companies dear. Understand the cause.

Customer Support 45

Customer Support Customer Care Entertainment Education 45

C Space

MARCH 12, 2020

Here is a set of topical snapshots of how some notable brands are tackling this challenge successfully. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Chris Nurko. Chief Innovation Officer, C Space. Staying true to their ambition creates a perception of integrity.

Airlines 52

Airlines Government Morale Customer centricity 52

Customer Interactions

MARCH 28, 2013

Pundits have long debated the root causes of crime and how to combat it, such as investing in education, early intervention, and programs to reduce unemployment. Chicago’s Office of Emergency Management and Communications (OEMC), for instance, operates around 1,000 surveillance cameras. Can technology also be a safe-city enabler?

Technology 45

Technology Government Education Management 45

LiveChat

SEPTEMBER 27, 2016

For you, it means more inquiries and more sales – if you only handle heavy traffic on your website and manage to send all gifts a day before Christmas Day. I guess they didn’t read our article about how we can be better gift givers. Relax, there’s still plenty of time to prepare everything. One of these things is the return policy.

Sales 73

Sales Advertising Marketing Self service 73

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. If a large company can manage to be so efficient and yet so humane, it’s something everyone can try to emulate. If a large company can manage to be so efficient and yet so humane, it’s something everyone can try to emulate.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. While some contact centers are considering a move back to a fully on-site workplace, there are clear signs remote work is here to stay —across industries and for customer experience organizations in particular. Avoid the Temptation to Micromanage. Resist the temptation.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Customer Interactions

APRIL 24, 2014

Everyone misses the good old days when there was less competition and most customers were greenfield sites. ” They invariably cite the introduction of CCTV, specifically analog cameras, matrix switchers and recorders such as VCRs and DVRs. ” To which I retort: “What was the last big thing?”

Consulting 29

Consulting Consulting Education Enterprise 29

Kayako

JULY 28, 2022

Data cited in a Harvard Business Review article shows a strong preference for self-service: Across industries, 81% of all customers attempt to solve their problems with self-service options before reaching out to a live representative. When looking at actual customer behavior, the opposite is true. Why do people prefer self-service?

Management 98

Management Customer Service Self service B2C 98

ProProfs Blog

OCTOBER 31, 2018

Citing a study by the leadership advisory and executive search services provider, Davis said only 39% of firms that claim to be customer-centric actually have senior-level executives championing customer experience marketing. In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. How to Reduce Hold Time in Your Contact Center. Do you remember how long you had to wait on hold? UPDATED: January 2020.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Balto

SEPTEMBER 7, 2022

Without the right tools — like a responsive agent and manager dashboard and cohesive CRM — it’s next to impossible to maintain omnichannel abilities or average speed of answer (ASA). Take a look at how these challenges can manifest in financial services contact centers. Top Challenges Voted on By Financial Services Contact Centers.

Contact Center 52

Contact Center Banking Contact center software Average Handle Time 52

Callminer

JULY 23, 2019

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. Lack of Confidence: Some managers are great at meeting metrics and making schedules.

Best practices 140

Best practices Feedback Call Center Coaching 140

SmartKarrot

NOVEMBER 2, 2020

The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. He adds, “According to one study , the top cited reason that customers switch vendors is “feeling unappreciated.”

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Hodusoft

JANUARY 10, 2024

In this blog post, we will explore how Hosted IP PBX systems offer a seamless connectivity experience and revolutionize the way organizations handle their communication needs. This means that instead of maintaining and managing physical PBX equipment on-site, businesses can access telephony services through the Internet.

Interactive Voice Response 52

Interactive Voice Response Technology Marketing CRM 52

Connect

NOVEMBER 2, 2022

Automation, big data, CRM (customer relationship management), hybrid systems, cloud, workforce management and predictive analytics have been the driving force for this innovation and have greatly improved how contact centres manage interactions to improve CX (customer experience). CX: An evolving concept.

Morale 40

Morale Cloud contact Benchmark Big data 40

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. Which new channels will be vital for customer communication and relationship management? What’s on the horizon for 2021? The study also found just over 17% of U.S.

Contact Center 98

Contact Center Telecommunications Analytics Surveys 98