This week Kees chats with Technical Solutions Architect Ola Budak about her role and how important number testing is and keeping your customers in mind. Later on in the episode Josh sits down with Patrick Lynch, a Service Reliability Engineer at Spearline, who tells us a bit about his role, task automation, developing solutions with customers in mind and how SRE has become adopted by more companies. MORE
ChaseData
OCTOBER 16, 2019
The benefits of consumer feedback surveys are well-documented in the contact center and customer service industries. What is less well-known is an approach for getting consumers to actually take those surveys and provide meaningful information. Consumer feedback surveys are notorious for being disliked and written off as boring, unnecessary, or a waste of time by customers who are presented with them.
NICE inContact
OCTOBER 16, 2019
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. Failure to do so will likely push your best customers into the arms of your competitors.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
A Better Answer
OCTOBER 16, 2019
Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take.
Etech GS
OCTOBER 16, 2019
Artificial intelligence often brings to mind images of sentient robots and futuristic science fiction movies. However, human intelligence gets assistance from AI and machine learning every day. Even if you don’t live in a smart home, you may use AI for tasks you have long detached from the pop-culture idea of AI. One common use of AI and machine learning at work and home is Google search.
Advertisement
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
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Interactions
OCTOBER 16, 2019
Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the third episode here. “I’m hoping we can build better experiences with voice and really take advantage of what it’s good for, like giving you the freedom to focus on things that don’t keep your eyes locked to your screen or your hands locked to your keyboard.”.
ClearAction
OCTOBER 16, 2019
Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? This is almost as much as the combined valuation of Facebook and Google ($2.1 trillion).
REVE Chat Blog
OCTOBER 16, 2019
Poor customer service communication always creates a negative impact on your business no matter how established it is. Fostering such strategies improves customer communication also helps in customer acquisition and retention. . Businesses that constantly deliver poor customer service eventually go out of business. WalkerInfo report says customer experience will surpass price and product as the key brand differentiator by 2020. .
GetFeedback
OCTOBER 16, 2019
Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.
Advertisement
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
C3Centricity
OCTOBER 16, 2019
Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! I’ve just returned from running a two-day workshop in Japan. The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.
Provide Support
OCTOBER 16, 2019
Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved. Together with effective marketing strategy , businesses need constantly WOW their customers and ensure they receive memorable customer experience.
Talkdesk
OCTOBER 16, 2019
Recognized as a challenger in the Gartner Magic Quadrant for IT Service Management and named a winner of the Colorado Top Workplaces 2019 award , Cherwell Software excels at delivering great service to its customers and understands that today’s workforce relies on real-time information to be successful. In 2004, the founders envisioned a company that listened carefully to customers and empowered them with technology to achieve their goals faster and more effectively.
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.
Waterfield Technologies
OCTOBER 16, 2019
A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […]. The post Optimizing Your Contact Center Performance appeared first on Waterfield Technologies.
LiveVox
OCTOBER 16, 2019
The Rise of True Omnichannel Banking What is and Why Does it Matter? What does a true omnichannel banking experience look like you might be wondering? It’s a difficult thing to come by despite the growing consumer demand for it. While digital banking has become standard for Millenials, there are still those who value the. The post True Omnichannel is a Four Letter Word: Easy appeared first on Livevox.
Calltools
OCTOBER 16, 2019
Let’s face a cold, hard fact: the sales process is not a “one size fits all” proposition. From established customers to prospective new ones, people quickly tire of ill-timed communications. Call interruptions, unwelcome emails, robocalls, and automated follow-ups from online activity all have a lasting effect. The solution? Adaptive selling. What Is Adaptive Selling?
bold360 Blog
OCTOBER 16, 2019
There’s so much hype around customer experience and often times, the industry and trends shift so quickly that it’s old news by the time an article or whitepaper is released. What better way to discuss the most pressing topics and better understand the world of CX than live in real-time? Our new series CXNext:Live is a weekly forum for people who are customer-obsessed and who want to engage smarter.
Advertisement
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.
Cincom
OCTOBER 16, 2019
Health Plan Chooses Cincom Eloquence to Help Streamline Member Correspondence Processes Cincinnati, OH (October 16, 2019) — Cincom Systems, a … Continue reading "Independent Health Selects Cincom’s Customer Communications Solution". The post Independent Health Selects Cincom’s Customer Communications Solution appeared first on Cincom Blog.
CallSource Insights
OCTOBER 16, 2019
Getting commitment from callers can be the difference between them choosing you or your competition. Setting real appointments gets buyers through your doors and into the car they are looking for. According to CallSource’s 2019 automotive inbound call data insights , 80% of inbound phone sales opportunities do not result in an appointment. It is not enough to rely on walk-ins alone.
Unymira
OCTOBER 16, 2019
Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide.
Contact Center Pipeline
OCTOBER 16, 2019
Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on using automation to deflect customer calls, many credit unions still take pride in providing their members with personal service delivered by humans. A company that is focused on building lifelong customer […].
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!
TLC Associates
OCTOBER 16, 2019
Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is set to close 60 locations. Forever 21 , now filing for bankruptcy, is closing 350 stores worldwide. And American Apparel, Payless Shoes, and a long list of others have made headlines with their own colossal closures. .
Pipkins
OCTOBER 16, 2019
Effectively managing paid time off (PTO) at your company can be a complex endeavor, particularly when you must abide by federal and state mandates, as well as the needs of your organization. When it comes to how PTO is categorized, some companies prefer sick time and vacation time in separate time-off buckets while others prefer to keep them all in a single category.
Eptica
OCTOBER 16, 2019
Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. Author: Pauline Ashenden - Marketing Manager The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers. Over 140,000 customers have had to be brought home from their destinations at a cost of £100 million , in the UK’s largest peacetime repatriation. 360,000 people are due refunds on holidays booked with the c
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
Expert insights. Personalized for you.
75 
Let's personalize your content