INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 […]. MORE
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. MORE
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. MORE
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. MORE
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. MORE
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. MORE
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. MORE
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 […]. MORE
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. MORE
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. MORE
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. MORE
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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. MORE
When you consider that the definition of ‘Customer Centricity’ is: “Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty”. MORE
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. MORE
The post IVR Definition and Benefits appeared first on Aircall Blog. What is Interactive Voice Response? MORE
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 […]. MORE
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. MORE
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. MORE
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. MORE
Definition of Voice Analytics Voice analytics are the use of a voice recognition tool to analyze and record a spoken conversation. Definition, Tips, Best Practices, and Challenges of Voice Analytics appeared first on CallMiner. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
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? MORE
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. MORE
This definition is a simple way of understanding what it takes to be customer centric. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality. MORE
Definition Related Topics Toister Performance Solutions
OCTOBER 30, 2018
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.
Callminer
APRIL 23, 2019
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.
SharpenCX
SEPTEMBER 21, 2018
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.
CSM Practice
APRIL 16, 2019
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
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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).
HelpCrunch
SEPTEMBER 25, 2018
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.
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aircall
AUGUST 25, 2016
The post IVR Definition and Benefits appeared first on Aircall Blog. What is Interactive Voice Response?
SharpenCX
SEPTEMBER 28, 2018
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.
Nextiva
MARCH 1, 2019
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 […].
SharpenCX
AUGUST 17, 2018
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?
Callminer
MARCH 7, 2017
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.
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Lumoa
MARCH 20, 2018
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.
Genroe
SEPTEMBER 27, 2018
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 […].
SharpenCX
NOVEMBER 10, 2017
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
CX Journey
MARCH 8, 2017
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.
Genroe
SEPTEMBER 27, 2018
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 […].
Callminer
MAY 2, 2018
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.
Amity
JANUARY 16, 2017
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.
LiveChat
MAY 19, 2017
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.
Nexmo
NOVEMBER 8, 2018
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.
CustomerSuccessBox
FEBRUARY 27, 2019
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.
Fonolo
OCTOBER 31, 2018
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.
SharpenCX
AUGUST 24, 2018
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.
SharpenCX
SEPTEMBER 11, 2018
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.
COPC
FEBRUARY 14, 2018
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.
Pointillist
JANUARY 25, 2019
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.
LiveChat
AUGUST 26, 2016
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.
Ambs Call Center
AUGUST 24, 2018
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
ijgolding
NOVEMBER 30, 2015
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity.
aircall
OCTOBER 7, 2016
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.
CSM Magazine
FEBRUARY 9, 2016
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.
SharpenCX
AUGUST 31, 2018
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.
Brad Cleveland
MARCH 18, 2016
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.
PanTerra
NOVEMBER 15, 2017
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.
ClearAction
DECEMBER 14, 2017
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.
ClearAction
JULY 28, 2018
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.
ClearAction
DECEMBER 14, 2017
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.
ijgolding
JUNE 14, 2016
When you consider that the definition of ‘Customer Centricity’ is: “Putting customer focus at the heart of everything you do, in order to achieve customer satisfaction and loyalty”.
ijgolding
MARCH 10, 2016
This definition is a simple way of understanding what it takes to be customer centric. CX Practitioners need to possess the knowledge and skills to help their organisation evolve the culture so that the definition of Customer Centricity becomes a reality.
C3Centricity
NOVEMBER 19, 2017
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.
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