The New Definition of Employee Empowerment

Toister Performance Solutions

The classic definition of employee empowerment never seemed right. Here's a quick story that illustrates the challenge with this definition: A technical support rep, let's call him Scott, was empowered to take as long as necessary to help a customer solve an issue.

Advocacy: Definition for Customer Success

CSM Practice

r bu??n??? n??? ?n ultra-connected, global w?rld rld ?? h d??, d??? ?r? d and n?w are l?un?h?d, t – 90% ?f rtu?? dl??? t? ??? (?r uldn’t b? r?), ??u nt to b? ?n 10% th?t t not only make it, but does it in a way that makes their customers super successful in the process. that ?? focus ?n n more th?n

What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

Callminer

The post What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices appeared first on CallMiner. PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud.

What Are Bots? [Definition]

SharpenCX

Definition] appeared first on Sharpen Contact Center Software. For all the stories of gutted call centers and struggling service interactions, there’s still an awful lot of innovation coming out of the customer service industry.

The Definitive Guide to Customer Education Metrics

What is a Softphone? Definition, 12 Best Features, Benefits & More

Nextiva

Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […].

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IVR Definition and Benefits

aircall

The post IVR Definition and Benefits appeared first on Aircall Blog. What is Interactive Voice Response?

Proactive chat 101: definition, best practices, useful examples

HelpCrunch

The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog. Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases.

Do you have a definite customer success organization structure?

CustomerSuccessBox

The post Do you have a definite customer success organization structure? A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams.

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

The Top 3 Ways to Forecast for Your Contact Center

Customer Case Studies White Paper: “The Definitive Guide to the Modern Contact Center” White Paper: “Beyond Shift Bidding: Dynamic Scheduling” info@calabrio.com +1 (855) 784-2807calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM).

What is In-Line Training? [Definition]

SharpenCX

Definition] appeared first on Sharpen Contact Center Software. Right now, when you Google in-line training you get more than one billion search results for fitness training to help you master roller skating and Pilates basics.

What is Agent Experience? [Definition]

SharpenCX

Definition] appeared first on Sharpen Contact Center Software. There’s chatter from vendors in the customer service industry about fixing agent experience, but up to this point, there’s been no concrete meaning for the talked-about term. It’s time to stop missing the mark. Agent experience isn’t a selling point. It’s a real problem we need to DO something about. We’re defining agent experience, so [.]. Read More. The post What is Agent Experience?

13 Contact Center Metrics: Definitions & Calculations

SharpenCX

Learn the definitions and calculations for 13 common contact center metrics. [.]. The post 13 Contact Center Metrics: Definitions & Calculations appeared first on Sharpen Contact Center Software. Read More. Customer Experience

The Definition of #CX Insanity

CX Journey

Know the definition of customer experience insanity? It was Albert Einstein who said: the definition of insanity is doing something over and over again and expecting a different resul t.

B2B Social Media – The Definitive Guide

Genroe

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

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Customer Success of Things - Some Definitions

Amity

Before we dig further into some common CSoT themes, a definition of customer success is fitting. The first one below continues the above definition: “Customer Success” – Term with a Double Meaning.

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The Definition of Content Marketing

LiveChat

That’s why today I’d like to focus on the definition of content marketing and how we can use it in 2017 to make sure we are seen and heard by our audience. The definition of content marketing in 2017. The post The Definition of Content Marketing appeared first on LiveChat.

B2B Social Media – The Definitive Guide

Genroe

The post B2B Social Media – The Definitive Guide appeared first on Genroe. Most B2B organisations expect social media marketing to be an uphill battle. This is largely due to the perception that most social media platforms are designed to service the B2C market. Although many social media platforms were initially created for personal use, the money is made in business. So every major platform has its capabilities […].

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What is Hosted Call Center Software? A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model

Callminer

A Definition of Hosted Call Center Software. A Definition of Hosted Call Center Software, Advantages, and Best Practices for Choosing the Right Delivery Model appeared first on CallMiner.

Looking to Outsource Your Customer Service to a Nearshore Call Center? We’ve Created the Definitive Buyer’s Guide

Advantage Communications

If so, then we are pleased to announce the launch of our brand new ebook - The Definitive Buyers Guide to Outsourcing Your Call Center.

5 Benefits of Adaptive Routing You Should Definitely Know About

Nexmo

The post 5 Benefits of Adaptive Routing You Should Definitely Know About appeared first on Nexmo. Adaptive routing (AR) is an algorithm technology that continually tests the best routes among all its carrier partners for the deliverability of SMS, voice, and other communications.

What is First Call Resolution [Definition]

SharpenCX

The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software. The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More.

The Undead: AI Can’t Die Because its Definition Keeps Changing

Fonolo

It doesn’t follow these rules because its definition is fuzzy. “AI” The set of technologies that are included in the definition shifts with time. There are definitely cases where these technologies are delivering real ROI, including the reduction the need for agents.

What is Micro-Learning in Your Call Center? [Definition]

SharpenCX

Definition] appeared first on Sharpen Contact Center Software. We’ve been talking about the benefits of agent experience and training for a while now. And lately, we’ve seen a bunch of new methods starting to crop up. Gradually, then suddenly,” as Hemingway once said. That’s agent training.

A to Z Guide to Customer Experience Definitions and Terms

Lumoa

We have explained each term and definition and provided lots of extra sources, if you want to dive deep into the topic. Dive deeper into the definition , Check these awesome graphs to understand it better. Customer experience has been on the rise during the last couple of years.

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CX Stories: Nest Customer Care — Definitely Not for the Birds

COPC

The post CX Stories: Nest Customer Care — Definitely Not for the Birds appeared first on COPC Inc. Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. This past summer my wife and I purchased the Nest Learning Thermostat.

The Definition of Good Customer Service

LiveChat

Good customer service definition. Here’s a very simple definition of good customer service: good customer service is about maximizing your ability to make the bad things that happen to your customers go away really quickly.

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track. The post The Definitive List of 27 Call Center Metrics and KPIs appeared first on Pointillist. By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company.

The Definition of an Answering Service in Less Than 100 Words!

Ambs Call Center

An answering service is an off-site telecommunication service which many businesses invest in to manage their internal and external business communications when they are unable to answer the calls. Entrepreneurs/Small Businesses

Working in a Call Center: The Definitive Guide

aircall

The post Working in a Call Center: The Definitive Guide appeared first on Aircall Blog. Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. This is due to the increased expectations of customers.

What is the Definition of Excellent Guest Service?

CSM Magazine

When it comes to defining excellence in guest service the first challenge is to remain objective. One person’s service expectations may not be the same as another person’s.

The Definition of Customer Experience

Brad Cleveland

This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website.

What’s the difference between a call center and a contact center? [Definition]

SharpenCX

Definition] appeared first on Sharpen Contact Center Software. The customer service industry toggles between the terms call center and contact center, but what’s the difference? Or is there one? Often, people talk or ask questions about call centers, but they really mean contact center. The terms, though frequently used interchangeably, have two distinct meanings. Today, we’re identifying these distinctions, so we can all [.]. Read More.

What Is the Cloud? 7 Key Questions Answered

PanTerra

What is the cloud What is cloud computing Cloud definition Cloud storage definition Definition of the cloudNow that Cloud Computing has been around for over a decade, many of us are wondering, “How did we get from there to here?” It’s been many years in the making, but cloud-based systems provide businesses with more security, higher levels of reliability and best of all, it gives businesses flexibility.

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Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.

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What is Marketing Operations?

ClearAction

Marketing Operations Leadership marketing operations marketing operations definition marketing ops what is marketing operationsWhat is Marketing Operations? Lynn Hunsaker. Marketing Operations is the science and art of optimizing efficiency and effectiveness of the Marketing organization.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Experience customer experience definitions customer experience glossary customer knowledge customer profitability customer well beingCustomer Care … CRM … Customer Experience — What’s the Difference? Lynn Hunsaker.

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You’re Not Competing In The Category You Think You Are! (How to Find Out)

C3Centricity

But many readers have since asked me to help them with their own category definition, so here are the suggested steps to doing it for yourself: Step 1. What is the category definition you are currently using? . Now take a look at your own current category definition.