Wed.Sep 04, 2019

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Creating a Collaborative Virtual Team

Contact Center Pipeline

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face. It can also increase worker retention and enhance a caring culture […].

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3 Keys to Improve Social Media Customer Service

Ansafone

Every business around the globe works hard in offering great social media customer service, because a company’s success hinges in part on happy clients who get what they want. The post 3 Keys to Improve Social Media Customer Service appeared first on Ansafone Contact Centers.

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6 Considerations for Building a Purposeful Quality Scorecard

Customer Service Life

Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post. When I took a job where I would direct quality efforts for an organization almost exactly four years ago, I must confess that I knew I had a lot to learn. While I was (and am) deeply passionate about awesome customer service, the act of creating a quality form and randomly monitoring a set of customer interactions was still a necessary evil when it

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The De-Evolution of a Business

ShepHyken

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers. This pattern mirrors one found in the entertainment business—the four stages of an actor.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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What is Business Intelligence? Definition, Techniques, Tools and Tips from Experts

Callminer

Here’s what you need to know to make smart use of business intelligence solutions.

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Basic Introductory Guide to Google Lens and Google VPS (Visual Positioning System)

OctopusTech

Curious to know about Google Lens and Google VPS (Visual Positioning System) then you have landed into a perfect place. Here, is the glimpse of Google Lens and Google VPS (Visual Positioning System). Introduction. What is Google Lens? One of the Biggest announcement that GOOGLE made in 2017 was the launch of Google Lens, but that was primarily a Google Pixel-exclusive feature at launch.

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Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform. The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing the power of CXone APIs to broadcast SLA performance through Amazon Alexa and other devices.

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Attention CSMs : How to carpe your diem!

CustomerSuccessBox

A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). Like all other roles, this one has its own challenges but there are a whole lot of fun bits too. There are days when you feel the Lord is testing your patience, but there are other ones which are oh-so rewarding.

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How To Create An Automated Sales Funnel

Joe Rawlinson

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world…. But then, when you look at the revenue and the money you put in, you think “Where did all the money go?” You get frustrated and fret that you’re doing all the wrong things.

Sales 68
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The Open CCaaS Advantage Report

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.

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Intuit + SYKES: Together We Prosper

Sykes

SYKES is excited to announce the expansion of our partnership with Intuit into Perry County, Kentucky, primarily supporting the QuickBooks brand. Together, SYKES and Intuit will create hundreds of job opportunities for the people of Hazard and the surrounding communities, further driving toward Intuit’s vision of creating “Prosperity Hubs” around the world. .

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How Artificial Intelligence Is Revolutionizing the Customer Journey

Etech GS

As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach to customer engagement just to survive. While metrics, such as carrying a superior product or offering the lowest price, may have attracted consumers in the past, almost 90 percent of companies are now focusing their competitive energy on providing an elevated customer experience.

CRM 66
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How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience

Eptica

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. Published on: September 04, 2019. Author: Pauline Ashenden - Marketing Manager Brands know that getting a better understanding of their customers and their journey is key to creating a winning customer experience strategy.

Finance 62
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Instacart offers in-app support on a global scale with UJET

UJET

Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors. Instacart services over 4,000 cities across all 50 U.S. states. It is also available in over 70% of the households in Canada.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Two Sammy Award Wins!

Concentrix

Concentrix Receives Sales and Marketing Technology Awards Fremont, CA – Business Intelligence Group’s inaugural Sales and Marketing Technology Awards (a.k.a., “The Sammys”) recognize global leaders, technologies and organizations helping to solve the challenges organizations have connecting and collaborating with prospects and customers.

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Get Ready for Our End of Summer Cleanup

VirtualPBX

Are you ready for a months-long sale? We’re certainly ready to bring you one. Our End of Summer Cleanup is here! Each of the coming Fall months will have their own deals related to our Dash Business Phone System and its accessories. Begin this month with discounts at all levels of our phone system. Save in October on our integration with Zapier. And close out the season with special pricing on desk phones, conference phones, and other essential hardware.

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Employee experience measurement application launched

Customercount

CustomerCount launches employee experience measurement application to improve inefficient processes and influence hiring decisions. Continue reading → The post Employee experience measurement application launched appeared first on CustomerCount.

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New Podcast Series with NewVoiceMedia and Vonage for Cloud Contact Center

Jon Arnold

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. As a regular contributor to UK-based Enterprise Management 360 , I get involved in various projects, including podcasts. My latest was a 3-part podcast series, where I was in conversation with Vonage CMO Rishi Dave about various trends driving cloud-based contact center, as well as how IT needs to be thinking about embracing all that comes with that.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Our Top 20 CX Influencers to Follow in 2019

Unymira

With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year.

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How to Call India from the US

Avoxi

Calling abroad isn’t always easy. Not only are phone numbers formatted in a variety of different ways, every phone number has its own specific dialing requirements. In this post, we’ll explore how to reach one specific type of number. We’ll show you how to call India from the US and explore ways that, as… The post How to Call India from the US appeared first on AVOXI.

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A Day in the Life of a Customer Service Agent

NICE inContact

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. It’s no surprise that brands are becoming more customer-focused, because it seems like every day a new study is published about the importance of making customers happy.

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3 reasons online communities are vital for Customer Success

inSided

Customer engagement is at the heart of Customer Success strategies in B2B Software companies. Why? Not only is it a key indicator for customer retention, increasing engagement is a sure-fire way to get feedback on your product while facilitating the sharing of best practices between your users. That said, driving customer engagement doesn’t just happen overnight, and there are many different ways you can go about it.

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Contact Center Dialers Demystified

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.

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20 Creative Customer Loyalty Ideas to Keep Customers Happy

CSM Magazine

Any thriving business—whether it’s a small, medium, or large enterprise—will tell you that the ultimate end goal of their operations is to secure as much profits as possible. The only way to make this happen is to continuously convert prospects into customers or secure the loyalty of existing customers that repeatedly avail the business’ products or services.

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Customer Engagement Professional Award Opens

Customercount

Nominations for the coveted 2019 CustomerCount Customer Engagement Professional (CEP) Resort Trades Award are now open. Continue reading → The post Customer Engagement Professional Award Opens appeared first on CustomerCount.

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Real Stories Told by Agents at Ansafone Contact Centers! Get the Behind the Scenes of What It Takes to Help Life-Threatening Calls!

Ansafone

Listen: Transcript: [00:00:00] We’d would like to take this opportunity to welcome you to the Ansafone Contact Center’s podcast. As a leading provider of business process outsourcing and call center solutions Ansafone contact centers prides itself on 50 years of delivering world class customer experience and brand extension. We offer state of the art communications … Real Stories Told by Agents at Ansafone Contact Centers!

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The importance of connectivity for remote working in small businesses

Spearline

There's no place like home. Whether it's growing commuting expenses, the capacity to regulate your time, or the liberty to follow your passion, now more than ever individuals are creating possibilities to work remotely. This movement is happening at a time when developments in technology such as cloud computing , cooperation, and enhanced communication tools allow support to this strategy.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Technology Spotlight: Why Are More Enterprises Turning to Managed Communications Services?

airespring

Your business success quite literally depends on a lifeline of reliable, cost-effective and secure communications for everything from voice to data to video.

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Is live chat worth it? 5 reasons why you need it

JivoChat

Online customer service is evolving and adjusting to the demands of consumers year after year. As a result, more e-commerce companies are seeking to update their services in order to keep up with key market trends and get ahead of their competition. Where once a multi-channel email and telephone service strategy was enough, today we identify a completely different scenario where multiple communication points are integrated into most robust businesses.

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Fundamentals: Basic Leading and Lagging Indicators in Customer Success

Education Services Group

Leading and lagging indicators provide useful ways to look at the cause and effect relationship among various KPIs. It can get a bit complicated the deeper you dive. To keep things simple, think about breaking things down to an ACTIONS=RESULT (Visual here?) equation, where leading indicators represent the action and lagging indicators the result. To apply this, take the result you’re looking to achieve (your lagging indicator) and work backwards to identify what actions are needed (the leading i

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The importance of connectivity for small businesses remote working

Spearline

There's no place like home. Whether it's growing commuting expenses, the capacity to regulate your time, or the liberty to follow your passion, now more than ever individuals are creating possibilities to work remotely. This movement is happening at a time when developments in technology such as cloud computing , cooperation, and enhanced communication tools allow support to this strategy.