Tue.May 22, 2018

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Three Must-have Contact Center Management Qualities

SharpenCX

Contact center management is not for the faint-hearted. It’s a balance between hitting business goals, interpreting mountains of data, and coaching people in one of the most stressful jobs on the planet. [.]. Read More. The post Three Must-have Contact Center Management Qualities appeared first on Sharpen Contact Center Software.

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Amazing Business Radio: Jamie Edwards

ShepHyken

Grow Sales, Revenue, and Customer Loyalty While Improving the Customer Experience. How can you create a better online support experience for your customers? Shep Hyken is joined by Jamie Edwards, Kayako ’s co-founder and chief operating officer, all the way from London, to discuss the importance of live chat and how it can improve the customer service experience. ?

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Trending Sources

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3 Ways Healthcare Engagement Models Differ from Other Industries

HGS

3 Ways Healthcare Engagement Models Differ from Other Industries. Austin Ridgeway, Director, HGS Healthcare. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Now it’s time to walk the talk, with many watching and learning from disruption like the up-and-coming Berkshire-Amazon-JP Morgan venture.

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Mobile Apps for Agents

Contact Center Pipeline

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating whether Bring Your Own Device (BYOD) policies made sense for the workplace. In fact, a 2016 poll conducted by Service Agility and Contact Center Pipeline found that 42% of contact […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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8 Tried and Tested Methods For Improving Employee Engagement

Customer Guru

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Interestingly, some might wonder whether corollary is true as well, i.e. successful organisations really have better-engaged employees? And what if the stream were to flow backward, can the success of a business result in better engagement?

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Survey Shows Growing Popularity of Call-Backs Among BPOs

Fonolo

A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution.

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Making AI Customer-Centric

Customer Experience Matters

The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning

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5 Things You Should Be Looking for When Researching BPO Companies 

Ansafone

Outsourcing call center services is one of the most effective ways that companies can streamline services, boost productivity and reduce overhead costs while increasing revenue. However, achieving these exciting results depends entirely on selecting the right BPO partner for your company. When researching prospective outsourcing providers, it is critical that you consider these five qualities:?

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How to Increase Response Rates the Right Way

GetFeedback

Surveys are only as good as the results they get you. Learn how to increase response rates and improve the quality of feedback you collect every day.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Want to Reduce Customer Effort? Start With Hierarchical Content Structure

Mindtouch

Believe it or not, organizing self-service support content is a lot more difficult than it looks. There are a number of approaches to structuring content that can help stakeholders refine their self-service content strategy to reduce customer effort. In many ways, a hierarchical content structure is an efficient way to maintain and organize documentation.

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Three Traps to Avoid for Better Agent Experience

SharpenCX

In past posts, we’ve discussed the inextricable connection between agent experience and customer experience and how the root cause of CSAT and agent turnover issues is poor agent experience, the three dimensions (three E’s) of agent experience and why each matters, and offered up some initial steps you can take now to start actively improving [.]. Read More.

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Consumers Ditch Businesses Following Poor Customer Service

CSM Magazine

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. For millennials (those aged 25-34), this increased to 53 percent. The survey, based on independent research among 2,011 adults from the United Kingdom, found that top reasons for leaving included: feeling unappreciated (36 percent), not being able to speak to a person (26 percent

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Aircall After Series B: The Road to Reinventing the Business Phone

aircall

It’s been a week of celebration and reflection since securing $29 million in Series B funding , but now we’re resuming our mission with renewed energy. Aircall is going all in on these three initiatives: Creating an Extraordinary Experience. Our company was founded on the idea that voice conversations had become commoditized — and only a phone system capable of delivering a 10x better experience could change that.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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3 Winning Factors for B2B Customer Experiences

NICE inContact

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list. They want products and services to function as advertised, and expedient resolution of issues.

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101 Call Monitoring Parameters for Quality and Coaching

Voxjar

You can’t improve what you don’t measure. That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority. When you experiment with different metrics and track improvement over time, you set yourself up for success. With the right data, you can grow revenue through agent performance, increase margins through efficiency, and improve your customer experience by removing friction from their journey. .

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RichCall is now available in ZenDesk marketplace

RichCall

Richcall options: video, cobrowsing, file and image sharing, text chat. An engaging video chat with co-browsing, RichCall, has been added to ZenDesk today. We are happy to have RichCall in the ZenDesk marketplace, because we share the appreciation for great customer experience. What’s more important, is that customers expect exceptional service 24/7, while companies need to exert more effort to deliver it and stay within reasonable budgets.

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Key Findings from New Research Report — CXMB Industry Insights: Financial Services

COPC

COPC Inc. and research partners Execs In The Know , in collaboration with volume sponsor VXI , are pleased to announce the publication of CXMB Industry Insights: Financial Services. This report is the third volume to be released in the CXMB Industry Insights series, coming on the heels of reports focused on travel and hospitality and the retail industry.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Simple Steps To Improve Customer Service

Ann Michaels and Associates

Google “good customer service” on the internet and you will find a plethora of articles about best practices and steps to help your company improve customer service. But what it really comes down to is knowing your customers. Social media provides an amazing way to collect tons of customer feedback without having to do much work at all. You don’t need to spend time sending out questionnaires or recruiting focus group participants.

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Insights into AI: The Virtual Agent at its Best

Rant And Rave

In recent years and months, AI and the rise of the chatbot has been hailed as the saviour of the traditional contact centre.

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What is Great Customer Service? 9 Industry Leaders to Learn From

Solvvy

The post What is Great Customer Service? 9 Industry Leaders to Learn From appeared first on Solvvy.

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The Dystopian Future of Customer Service Ratings

Toister Performance Solutions

The ride sharing company Uber has just announced it will start allowing customers to rate their driver mid-trip. This could be a very positive development. It's often during the ride where passengers have a convenient moment to give a rating, share a comment, or even tip the driver. Passengers are typically on the go when they arrive at their destination, so stopping to give any sort of feedback via the app could be seen as an inconvenience.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.