Ansafone

AUGUST 30, 2018

Healthcare Contact Center Best Practices Medical centers have unique needs that require healthcare call center companies to ensure compliance with federal regulations, careful handling of high call volumes and delivery of meaningful customer experiences along with implementation of industry best practices [crosslink]. Outsourcing partners provide a host of services for the healthcare industry, ranging from … Best Practices When Choosing Healthcare Call Center Companies Read More ».

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Best practices Healthcare Call Center outsourcing 162

Toister Performance Solutions

AUGUST 30, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. "I have six minutes to solve their problem, and it's not enough time." The technical support agent was sharing her struggle with her contact center's talk time goal.

Customer Service 144

Customer Service Advertising Surveys Technical Support 144

Beyond Philosophy

AUGUST 30, 2018

Customers that recommend you to other people are the gold-standard of successful Customer Experience. How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

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Brand ambassadors Customer emotions Customer Experience Consulting 185

Contact Center Pipeline

AUGUST 30, 2018

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this month was all about people. Our most-read posts in August included how to communicate the contact center’s value to top-level executives; how to create better schedule harmony between agents and the […].

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Contact Center Employee engagement Call Center Management 162

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution.

Customer Service 92

Customer Service outsourcing Contact Center Chatbots 92

Amity

AUGUST 30, 2018

We’ve all been there, the situations in which ‘the customer is always right’ Dealing with difficult customers can certainly be challenging, and you aren’t always going to see eye-to-eye with your customers. This can put a strain on your professional relationships. However, if you have a process in place that can de-escalate the situation, then you can improve your customer-CSM relationship, and create further opportunities for between your company and the customer.

Management 72

Management Best practices Analytics Feedback 72

kommunicate

AUGUST 30, 2018

Customer support, for most companies, has been a cost center. Especially, when responsibilities like account management and customer success have moved on to dedicated teams. Having said that, customer support is sometimes the only criteria that separate you from your competitors. How happy your existing customers are can determine how much revenue would you get […].

Chatbots 75

Chatbots Customer Support Accountability Management 75

Jive

AUGUST 30, 2018

It’s the age of do it yourself (DIY). Why hire a professional to do something when you can watch a YouTube video and do it yourself? This may be true for fixing the kitchen sink, but some projects are too complex for your IT team—especially deploying new technology. Deployment requires technical knowledge and experience that you can only accumulate during hours, days, and months spent on that specific task.

voip 75

voip Engineering Enterprise Technology 75

Aspect

AUGUST 30, 2018

Banking customers have long been had to provide passwords or PINs to access their accounts. It’s just part of the process, and they understand it’s a necessity for information and account security. Of course, they’ve also had to deal with the challenges of forgetting them – especially those who are security conscious and change the password regularly and avoid duplicating them on multiple accounts.

Customer Service 68

Customer Service Call Center Accountability Contact Center 68

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success.

Accountability 67

Accountability Management Upselling Customer centricity 67

ijgolding

AUGUST 30, 2018

The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what is believed to be, the world’s first ever customer complaint… 4,000 years ago!!

Customer Experience 66

Customer Experience Multichannel Benchmark Banking 66

AskNicely

AUGUST 30, 2018

Jenelle Isaacson, Owner and Founder of Living Room Realty in Portland, Oregon, used her punk rock roots to make local real estate actually feel local. She put together a team that was ingrained in the community — meeting people where they lived. Then she asked, “What if we talked to our customers like we talk to our friends?”. Unlock growth through honest storytelling.

Real estate 60

Real estate Marketing Personalization 60

TRUSTID

AUGUST 30, 2018

Many contact centers have become complacent in the way they verify customers over the telephone channel. The problem with getting too comfortable with how you identify callers is it can put your customers at risk. While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway.

Banking 64

Banking call center professionals Engineering Contact Center 64

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Alorica

AUGUST 30, 2018

Our goal as a company is to go beyond meeting our employee’s expectations for their career experience, which is why we’ve made it a priority to make investments in our global team. One of the ways is through a variety of free extended education programs, including the Alorica Language Institute (ALI) and Alorica Academy, both being tested and deployed in our Latin America and Caribbean locations.

Education 59

Education 59

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale. The post The CX Storytime Tale of The Disappearing Digits appeared first on The Upsell.

Upselling 59

Upselling Personalization Customer Experience SaaS 59

Amity

AUGUST 30, 2018

A ‘Quarterly Business Review’ , is basically a formal meeting with a customer in which you review how things are going, try to address any open issues and formulate a forward plan, complete with actions. And while it sounds pretty straightforward and it, unfortunately, isn't always so. Read on to find out more about issues that might pop up in a typical unsuccessful QBR and tips on overcoming these issues.

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inSided

AUGUST 30, 2018

Recently Infoland launched their own customer community which serves as the central hub for interaction with customers, helping to scale customer service and support the company's growth ambitions. We interviewed Community Manager Hiewwaiy Kwok and CMO René de Jong about the process, goals and KPIs.

Customer Support 58

Customer Support Management Customer Service 58

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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.

Aspect

AUGUST 30, 2018

Dem Thema Künstliche Intelligenz (KI, auch: Artificial Intelligence, AI) und seinen disruptiven Auswirkungen auf alle Branchen können sich Unternehmen und Konsumenten aller Altersgruppen heute nicht mehr entziehen. Zwar gibt es auch Vorbehalte, aber die möglichen Chancen sind besonders im Bereich des Kundenservice greifbar: Im Contact Center sorgt KI dafür, dass Kunden über Self-Service Kanäle kommunizieren können.

Self service 54

Self service Interactive Voice Response Chatbots Contact Center 54

ChaseData

AUGUST 30, 2018

In the 21st century, the internet has become the No. 1 place to find out what people are saying about a product or company. Besides Google reviews, there are entire websites dedicated to customers leaving reviews for products they have used. If you’re looking for a service and are unsure of whether it’s worth your money, looking at reviews is the way to go.

call center software 56

call center software Call Center 56

CallSource Insights

AUGUST 30, 2018

In your business, anyone who answers the phone is a key part of your sales team. A phone handler gives your customers their first impression of your company. Part of your call handler’s goal is “selling” themselves and your business to book an appointment that contributes to the business’ bottom line. Telephone performance and results should be top priorities for anyone answering the phone.

Coaching 53

Coaching Management Sales 53

Customer Experience Matters

AUGUST 30, 2018

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 2nd and we’re planning another exciting celebration. Temkin Group has labelled 2018 The Year of Humanity for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinars. Temkin Group will host two free webinars.

Customer Experience 53

Customer Experience 53

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Russel Lolacher

AUGUST 30, 2018

What if you felt like you left your computer, with all it’s personal and valuable information available to attack? What if the one service who could help made it impossible to contact them? Stay tuned for a story of generational frustration, customer hide and seek, and a video savior. This is the Customer Experience Story time tale of … The Disappearing Digits.

Entertainment 48

Entertainment Morale Personalization Customer Care 48

Solvvy

AUGUST 30, 2018

Customer service automation is the hot topic of conversation these days, and more specifically, how bots fit into the mix. While intelligent automation is core to both Solvvy and Kustomer, we encourage our customers to not simply take an automation-centric or bot-centric approach, but to first take a step back and identify what your key goals are. We’ve seen companies jump the gun and add a bot because they felt like everyone else was doing it, only to find it delivered sub-optimal/disappointing

Self service 48

Self service Chatbots Technology Feedback 48

West

AUGUST 30, 2018

In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help. When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service.

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Interactive Voice Response Best practices Self service Contact Center 48

plumvoice

AUGUST 30, 2018

Quantitative data makes the business world go ‘round and qualitative data provides the nuance and shading to help contextualize all those numbers. But qualitative data can be difficult to obtain and analyze. Using IVR to record and transcribe the customer responses is one way to get qualitative data. There are two different methods that we. Read More.

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Interactive Voice Response Surveys 50

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.

Customer Experience

inmoment

AUGUST 30, 2018

I think in almost every industry, there is a sense of nostalgia for how things “used to be done.” I say “almost” because I know that for the customer experience (CX) industry, the way things used to be done brings one thing to mind: simple, single point customer surveys. It’s an ugly truth, but surveys used to be the go-to method—or even the only method—for anyone looking to gather customer data.

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Surveys Customer Experience Feedback Technology 45

bold360 Blog

AUGUST 30, 2018

Before the explosion of e-commerce websites in the 90’s, print ads brought customers to brick-and-mortar stores, and businesses leveraged salespeople to sell their products. Today, static product and service reviews and online shops are replacing in-store visits – leaving little room for conversation while shopping. In this new era, customers with questions or concerns simply move on – leading to less interaction and lower customer loyalty.

Chatbots 45

Chatbots Call Center Personalization Sales 45

Omnicus

AUGUST 30, 2018

What does AI look like in today’s customer service world?

Customer Service 69

Customer Service Customer Experience 69