SharpenCX

JUNE 5, 2019

Contact Center 69

Contact Center 69

Contact Center Pipeline

JUNE 6, 2019

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day. I approached the call with “cautious optimism.” What made it interesting was the way the agent […].

Contact Center 219

Contact Center Call Center 219

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.

Surveys 74

Surveys Customer Service B2C Metrics 74

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

Callminer

JUNE 3, 2019

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

Analytics 345

Analytics 345

ProProfs Blog

JUNE 3, 2019

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication. You can reach whoever you want, whenever you want, at any circumstances as long as you have a battery and an internet connection. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well.

B2C 150

B2C Feedback B2B SaaS 150

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Consulting 287

Consulting Consulting Employee engagement Customer Experience 287

Callminer

JUNE 2, 2019

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

Analytics 182

Analytics Call Center 182

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Customer centricity 311

Customer centricity Advertising outsourcing Chatbots 311

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

Contact Center Pipeline

JUNE 4, 2019

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. Our June issue includes several articles that discuss how to help our agents to […].

Contact Center 133

Contact Center Call Center 133

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ShepHyken

JUNE 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. (Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

Customer Service 308

Customer Service Surveys Customer Experience Feedback 308

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

Contact Center Pipeline

JUNE 5, 2019

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you. This transformation, in turn, has increased the amount of data generated by customer interactions.

Contact Center 113

Contact Center Customer Experience Marketing Surveys 113

UJET

JUNE 4, 2019

According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.

Multichannel 106

Multichannel Customer Service 106

Totango

JUNE 6, 2019

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of the brain are associated with our emotional responses, and they encourage us to act in a certain way based on an expected future reward.

Enterprise 95

Enterprise Upselling Accountability Best practices 95

ShepHyken

JUNE 4, 2019

Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers.

Advertising 300

Advertising Marketing Analytics Sales 300

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Certified Languages International

JUNE 5, 2019

At CLI, we see non-discrimination laws like Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) of 1990, and Section 1557 of the Affordable Care Act (ACA) as necessary protections to ensure every person has access to the basic services that many people take for granted. Equitable access to high-quality healthcare, in particular, is a human right — regardless of what language you speak or where you come from.

Wireless 92

Wireless Healthcare Technology Personalization 92

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

OctopusTech

JUNE 3, 2019

Outsourcing can make your brand image and the same way spoil it. It can bring expertise to an area of business don’t have in-house. There are many arguments against using outsourcing or hiring the third party for your tasks. But from the past few years, the handing over business activities to other companies become more popular. From cost saving to free up resources, there are many reasons for businesses to choose to outsource.

outsourcing 89

outsourcing Technology Customer Support Marketing 89

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trends, insights and benchmarks on: Top-of-mind challenges and priorities Effective strategies, tactics and approaches High priority met

Management 89

Management Analytics Chief Customer Officer Metrics 89

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Measuring leading indicators with short lookup windows. Having a simple risk strategy, i.e., poor score must be broad and should consider each churn signal separately.

Best practices 89

Best practices SaaS Accountability B2B 89

Liveops

JUNE 7, 2019

People skills may end up carrying higher premiums. “We are at an interesting inflection point with customer service: We’ve gone from full automation and the push for chatbots, and back to live call center agents as a result of customer demand for human interaction.”. That’s from a recent article in CRM Magazine I had the honor of being featured in about how brands can meet increasing expectations for outstanding customer service by developing team members into super agents.

Chatbots 88

Chatbots Call Center CRM Surveys 88

Concentrix

JUNE 5, 2019

Global Security Team Stands out in Threat Detection Category Concentrix was presented the Business Intelligence Group’s Fortress Cyber Security Award for its dedication to cyber security both for the company’s clients and for the industry. The award identifies and rewards the world’s leading companies and products that are working to keep data and electronic assets.

88

88

GetFeedback

JUNE 3, 2019

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

Marketing 88

Marketing Customer Experience Sales 88

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait times

aircall

JUNE 3, 2019

Talk is cheap, but communication is priceless. A reliable way to interact with customers, clients, and prospects is vital to running a business. Which makes picking the right phone system a critical choice for your company’s success. While it was certainly understandable to critique VoIP (Voice over Internet Protocol) phone quality in the past, it has come a long way.

voip 87

voip Sales Technology Personalization 87

Transparent BPO

JUNE 6, 2019

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and casualty insurance providers have experienced a full eight percent drop, […] The post Customer Satisfaction With Contact Centers Down, New Report Says appeared first on Transparent BPO.

Contact Center 86

Contact Center Marketing Customer Service Customer Experience 86

Ansafone

JUNE 4, 2019

For many business executives trying to figure out how they can improve their team’s productivity, gamification may offer a viable solution. The term “gamification” may be familiar to many of you, yet you still may be unclear on what it exactly is and how you can incorporate it into your business’s activities. So, let’s start … Gamification: How It Can Help Your Customers and Employees Read More ».

Gamification 85

Gamification Contact Center Customer Experience 85