Tue.Oct 08, 2019

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10 Ways to Identify (and Lose) Bad Customers

Nextiva

We all know bad customers are unpleasant to deal with. The consequences of bad customers can reach into other aspects of your business, too. They contribute to churn when they don’t listen to you and don’t realize value from your offering. They take up more than their share of resources in terms of time and […]. The post 10 Ways to Identify (and Lose) Bad Customers appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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The Ever-Changing World of Customer Service Chatbot Creation

Creative Virtual

By Jeff Clifford, Project/Account Manager. I started building virtual agents and chatbots for customer service more than 12 years ago. A lot has certainly changed in that time. I talked about some of the changes in my Meet the Team interview a couple of years ago, but the industry has continued to evolved since then. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry.

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Proactive Customer Success Strategies that will get You Ahead of the Game

Totango

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. It is a process of analyzing the past and monitoring the present in order to predict the future and foster customer lifetime value. .

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3 Easy Ways to Appreciate Your Agents During Customer Service Week

Contact Center Pipeline

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition, food and gifts! If you’re looking for a few more ideas to show appreciation to your staff for the incredible work that they do, the following are three simple tips for […].

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The 2023 Verint Experience Index: Retail

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

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Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization. Airports are like small towns, and like small towns are broken up into districts – there’s landside and airside (the latter being the area ‘beyond’ security and customs checks), there’s

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I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels?

DMG Consulting

Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels. IA solutions convert unstructured recorded and/or live-stream audio and digital customer conversations into transcripts.

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Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO. But it’s not just because the sales organization is out there closing deals. The CEO knows salespeople are the ones on the front lines, talking to customers and prospects, gaining insights about the competitive landscape and pick

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8 Must Read Business Books for your Growing Team

Nicereply

Reading is a luxury—giving your employees the opportunity to read for work is incredibly valuable, both for you and for them. One of the best benefits that you can provide for your employees is the benefit of learning. If you help your employees develop new skills, it promotes internal growth, lowers attrition and continues to benefit your company by keeping great, educated employees internal rather than looking for new opportunities.

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Spearline’s Automated Number Test Campaign: 10 Years Strong

Spearline

10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers. This was in response to a customer need for an innovative product that did not exist at the time to solve a frustrating and expensive problem in the telecommunications industry. Since then, Spearline has continued to be a listening company and constantly adapts and further develops the platform, and it’s only the beginning.

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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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Tips for Creating the Perfectly Optimized Blog Post as Per SEO Standards

OctopusTech

Content is the most important tool for any website when it comes to online marketing, increasing traffic and overall SEO. You cannot go through any how-to guide about SEO these days without reading about how essential good content is. But it is not only about having high-quality content on the site. It also needs to be well optimized according to Google’s SEO guidelines to rank well for the intended keyword or key phrase.

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The Future of Contact Centers: Where Will Technology Take Us?

24-7 InTouch

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience.

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Data Protection: The Last Line of Defense for Your Data Center

ConvergeOne

Just recently, one of my customers—a large K-12 School District—was hit by a major ransomware breach. Just how major was it? The breach was so major that the whole (and I really mean the WHOLE) data center was inoperable. Primary data and backup data was encrypted beyond usability. Management systems of production devices and the backup application systems were compromised beyond recoverability.

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Lessons From The Overlook: Be Flexible

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. It's been awhile since I've shared an update about The Overlook. A lot has happened since we put the cabin up for sale at the end of May.

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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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The Fall of Summer

Chip Bell

Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor service or indifferent service. All my life I thought that fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp.

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Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it.

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Transforming Customer Experience with Data: 5 Tips

Answer Dash

All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon, and Netflix deliver amazing CX in our personal lives, but why haven’t more brands achieved these heady heights?

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The importance of customer feedback management

Customercount

Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business. And yet, so many others choose to ignore it, believing instead that returning customers must be happy customers (or at least paying customers). Continue reading → The post The importance of customer feedback management appeared first on CustomerCount.

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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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11 Important Leadership Lessons from a PIXAR Founder

Russel Lolacher

Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns. Though their experiences might not be an exact fit for you and your organization, there are certainly opportunities to take a note, shift your perspective or ponder for a moment.

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Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction. Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course.

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Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX

SharpenCX

Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business. At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it.

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4 Reasons to Switch to a Virtual Contact Center

Jive

Technology allows more organizations to operate with greater flexibility. Companies have the option to expand their hiring options to a global scale. This ensures that they find the right skills and talent necessary for key positions in the organization, regardless of location. The contact center industry is also beginning to recognize the potential of outsourcing by shifting to virtual contact centers.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Recap: How Your Direct-to-Consumer Support Team Can Sleigh the Holidays

Guru

We all know that the holidays season isn’t just sugar plums and snowmen — especially not for direct-to-consumer brands. Order volumes are high, seasonal policies and promotions are plentiful, and over 40% of revenue is on the line. And no one is feeling the pressure quite like customer support teams. We hosted a webinar with Caroline Nolan , CX Manager at Brooklinen , Nikole Hobson , Customer Operations Manager at Minted , and Anne Raimondi, Chief Customer Officer here at Guru to address these o

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Beyond Chatbots: How To Use AI to Build a Better Customer Experience

Solvvy

Artificial intelligence is awesome when it comes to asking Alexa what time the latest Disney movie is showing at your local cinema this weekend, or finding out whether to wear an extra layer when you head out of the house. Virtual assistants have become commonplace for supporting day-to-day life with simple tasks, such as adding a calendar reminder for a meeting, converting cups into pints, or navigating to the nearest coffee shop.

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4 tips to improve your customer support process

JustCall

I’ve said it before and I’ll say it again – customer support is one of the most daunting jobs. Customer support agents are the frontline of the company’s communication with the customers. Customers do not take their concerns straight to the CEO or the CFO or the department manager. It is the customer support team that caters to their issues. .

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The Top SaaS Metrics Your CSM Team Needs to Monitor

ClientSuccess

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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New Videocast Coming - DojoLIVE! - Collaboration and the Digital Workforce

Jon Arnold

Just a heads-up about something new and different. I’ve been invited by the folks at Nearsoft to be a guest on an upcoming live streaming video interview session. Their vision for this broadcast series is “tech without borders - stories that bring us together” - I’m good with that, and I’ll be talking about the role collaboration technologies plays in today’s digital workplace.

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How Zapier Works: Sending Voicemail Data to Google Sheets

VirtualPBX

Part of our goal for this month’s blogs is to teach you how Zapier works alongside our Business Phone Plans. Zapier lets you link web-based services together — such as connecting VirtualPBX to Google Sheets like you’ll see in this tutorial. Today, we’ll break down the process of logging voicemail data in a spreadsheet. Zapier uses an Action-Reaction format.

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The countdown to IACP 2019

Nuance

In my blog last month, I discussed how my team and I have been preparing for the upcoming International Association of Chiefs of Police annual conference (IACP 2019). Now, with the show only a few weeks away, we are getting excited about the opportunity to speak to law enforcement professionals from across the country and […] The post The countdown to IACP 2019 appeared first on What’s next.

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