Lean principles are normally associated with manufacturing and services. The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Data analytics. MORE

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What do you do when you are frustrated with a customer? MORE

According to Accenture , Millennials have overtaken Baby Boomers as the largest consumer demographic, expected to account for 30% of retail sales — that’s $1.4 This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. At the point of sale, product visuals drive conversions. Self-service platforms. MORE

New functionalities include performance indicators and quota forecasting plus a set of visual aides to help sales leaders ascertain current and future performance trends. Pipeliner CRM allows organizations to interpret data utilizing the four main types of analytics. MORE

You need customers. So, how do you start generating more sales, or even your first sale? We asked 22 Shopify store founders and marketing experts to share their best tips for getting more Shopify sales in 2021. For a product like ours, sales almost cheapen the experience. MORE

Have you been searching for the best customer service conferences to attend in 2019? We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships. For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. MORE

“Analytics” is one of those terms that many business people use, even while they may disagree on its exact definition. In fact, one Gartner survey asked users what it means and they received a range of answers in response, from “online analytical processing” to monitoring call centers, to data mining. For the purposes of this paper, we will define analytics this way: It is the discovery and communication of meaningful patterns in data. Analytics can take many forms. MORE

Amazon planned to do this through machine learning (ML), whereby it would predict what the customer is most likely to buy and when, and then ship the item to them even before they buy it. This, in a nutshell, is prescriptive analytics. Identify and choose the right analytics platforms. MORE

Customer service is one of the most challenging and rewarding departments for every company. You can multiply your bottom line by streamlining the customer service for every product and service. Leveraging the power of data analytics and BI. MORE

Today’s contact centers are overflowing with insights about how to deliver a better customer experience. There’s just one problem: the best insights are housed in the customer conversations (phone call recordings and chat and email transcripts) and it’s traditionally been incredibly time consuming or costly, to garner actionable insights. A chat analytics platform and a voice analytics platform are like a screwdriver and a hammer. Voice Analytics. MORE

Diving into the depths of all your customers’ conversational data can feel daunting. We’ve spent more than a decade working with medium to enterprise-level businesses across a range of industries to turn them into voice of customer (VoC) listening leaders. MORE

Live chat is a powerful tool that can help you reach your customer in a myriad of different ways. There is nothing more frustrating for a customer than dealing with a piece of technology that is hard to find and even harder to use. Hold your customer’s hand a little. And once they do connect with a customer, agents should be able to figure out the customer’s problems quickly and troubleshoot them with ease. Engage with customers early and engage often. MORE

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. But before you take a look, here are some additional benefits of contact center analytics. Speech analytics will track patterns where such questions come up frequently, so it’s possible for agents to provide information about this issue at the time of purchase. The Ascent of Analytics at Call Centers. Analytics Blog MORE

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. MORE

But, are you still figuring out what to highlight in a Customer Service Representative job description? In this blog, you will get to know what responsibilities customer service representative jobs comprise. Customer Service Representative Job Summary. MORE

Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. Why Customer Success is Important in the Modern Age by Mia Jacobs. Totango) This is why customer success is critical now. We are running our business in a reality of today’s customer-centered economy. MORE

On the other hand, opening too many channels for customers and personnel can invite unnecessary confusion into daily operations. Interaction analytics make it possible to highlight complications in both written and oral communication as they arise. MORE

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. If your sales and customer service reps know what works before they answer or make a call, they’ll be much better equipped to overcome objections, qualify prospective leads, diffuse churn-inducing issues and become considerably more effective on the job. The agent is a customer service hero. MORE

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. This interconnectivity enables us to analyze the customer’s perceptions of value through a holistic lens. MORE

One of these methods is Call Center Service Levels. The most basic definition of a service level is: a measurable number of services provided to a customer within a given time period. In this resource, you find: What constitutes calculating call center service levels. MORE

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care. What this Means to Customers: It’s true in today’s connected world, customers expect to engage and be engaged by brand in ways that are most convenient for them. MORE

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey. Examples of AI-Driven Personalized Customer Service. Customer Analytics. Hello. MORE

Contrary to what many may believe, business is no longer about products or driving profit—it’s about customer engagement. 81% of marketers expect to compete almost entirely based on the customer experience. Customer engagement tools are the key to a profitable customer experience. MORE

What makes a good sales team? A good sales manager leading a moderately-performing sales team? It is better to have a skilled sales manager over a team of sales reps. A sales manager pretty much drives the sales process of a company. MORE

Sales, Marketing and Enterprise Uses of Interaction Analytics. Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. When IA is applied consistently in contact centers, which are the primary buyers of these solutions, it improves the customer experience (CX) and agent engagement, and it reduces operating costs, which is the “trifecta” for these operating departments. Sales Use Cases . MORE

What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. If your sales and customer service reps know what works before they answer or make a call, they’ll be much better equipped to overcome objections, qualify prospective leads, diffuse churn-inducing issues and become considerably more effective on the job. The agent is a customer service hero. MORE

NICE Systems (NASDAQ: NICE) announced the release of a new version of its Sales Performance Management ​ (SPM) solution geared for large sales organizations with substantial transactions and complex incentive compensation management (ICM) needs. The solution covers the full breadth of sales organization needs, including incentive compensation, quota and territory management, coaching, analytics and gamification. NICE customer service IBM natalie petouhoff Sales SPM MORE

What makes a good sales team? A good sales manager leading a moderately-performing sales team? It is better to have a skilled sales manager over a team of sales reps. A sales manager pretty much drives the sales process of a company. MORE

Consumers have never had a greater choice of products and services to choose from. This, in turn, means that providing exceptional customer service has become a greater challenge. Analytics and reports can enable agents to upsell and pass on the information to sales. MORE

This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Those feelings set the tone for the human interaction and inform the customer experience. Service level measures the % of calls answered in a # of seconds. Aside from that, speed is linked to cost and not to customer satisfaction. MORE

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. What do you do when you are frustrated with a customer? MORE

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. MORE

Enterprise Uses of Speech Analytics (whitepaper). Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing. 5/1/2017. By Donna Fluss. Introduction. MORE

Working with customers, we’ve found that regardless of their goals, be it growth, digital transformation, operational efficiency, software development or even just replacing outdated phone gear, there is clear theme—success depends on the speed of execution. How fast they are able to respond to each other, partners and customers, the time it takes to bring new products and capabilities to market or using automation to drive scale—speed is the new battleground. Analytics Features. MORE

Should Customer Service be a Sales Channel? . There are many checks and balances in contact centers to ensure renegade agents do not negatively impact customers or a company’s brand. It’s standard procedure (and a requirement) to record sales calls, and in many cases both the call and screens are captured. Customer Service is an Art. Good service reps are insightful and adept at figuring out what products/services will benefit their customers. MORE

Be all ears to your customers and let them boost your sales because of your ace customer services. Happy customers not only come back to interact more with your brand, but they bring loads of other customers too. Track and analyze customer metrics. MORE

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! MORE

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 MORE