Callminer

NOVEMBER 7, 2017

This year has seen more than 4.5 million energy customers in the UK switch their provider, with 600,000 of them switching in October alone.

182

182

Fonolo

NOVEMBER 7, 2017

The IVR experience (“press 1 for this… press 2 for that…”) has long been part of the contact center. Although it serves an important purpose, it is universally detested. Many people see chatbots as a natural replacement for the core functions of the IVR. Sorry, but I’m afraid this is going to be one of those “rain on the parade” posts. First, it’s not clear when or to what extent that will happen.

Interactive Voice Response 118

Interactive Voice Response Chatbots Abandon rate Contact Center 118

Contact Center Pipeline

NOVEMBER 7, 2017

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through devices such as advanced UC headsets and audio conferencing solutions. These tools allow office workers to collaborate and communicate more seamlessly while they move through their spaces more freely, with fewer […].

Management 113

Management Contact Center Call Center Technology 113

ClearAction

NOVEMBER 7, 2017

B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views Lynn Hunsaker. Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the end-users are supportive, the safety department gives their approval, but the facilities manager rejects it. Your company loses the sale. Because your team was focused on the end-users and general manager, everything looked like it was on-track for renewal, yet one influencer of the buy

B2B 109

B2B Journey mapping Accountability Best practices 109

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Bright Pattern

NOVEMBER 7, 2017

It’s easy to think of a contact center as an operational necessity for both inbound and outbound customer activities. But, as a Bright Pattern's new customer and online lender discovered, with the right infrastructure, the contact center can serve as a strategic differentiator that empowers agents to deliver much higher quality customer service.

Contact Center 99

Contact Center Customer Service 99

Topdown

NOVEMBER 7, 2017

In an ever-expanding landscape of digital experience technologies, how do you choose the right technologies to deliver your organization’s best customer experience today and years into the future? It’s an investment that Forrester analyst Ted Schadler says can take five years and cost between $20 million and $200 million for enterprises, so it’s important to get it right.

Journey mapping 66

Journey mapping Customer Experience Enterprise Technology 66

Andrew Mcfarland

NOVEMBER 7, 2017

If the toxic political climate has you questioning our basic humanity (1) you’re not alone and (2) make yourself familiar with Purple Table.

Customer Experience 73

Customer Experience 73

Mindtouch

NOVEMBER 7, 2017

While Day 1 of LavaCon urged us to embrace change and prepare for the evolution of content, Day 2 focused more on strategic thinking to start taking action. The morning began with keynote sessions that set a strong tone for the rest of the day: Megan Gilhooly challenged us to Think Bigger and question some of our most common assumptions. Eeshita Grover inspired a room full of introverts to realize that introverts make excellent leaders.

Customer Experience 48

Customer Experience 48

Strategic Contact

NOVEMBER 7, 2017

If you’ve spent any time around contact center conferences and trade shows, you can’t help but notice that the cloud is all the rage. Cloud-based technology appeals to contact centers that lack sufficient resources to manage their specialized technology. Centers also gain the freedom to turn capabilities and capacity on and off, while continuously benefiting.

Technology 48

Technology Contact Center Management 48

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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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CSM Magazine

NOVEMBER 7, 2017

No matter how much you invest in customer service if your frontline employees do not love your brand then the customer experience will suffer. Chip Bell explains. Shwetha loves HP! No, that’s not a carving on a school ground tree nor is it a spray painting on a water tower or overpass. Shwetha is a support tech operator for Hewlett Packard. And, her style, behavior and words clearly parade her devotion to the HP brand she fronts.

Technical Support 49

Technical Support Advertising Education Call Center 49

Provide Support

NOVEMBER 7, 2017

Handling Conflicts with Complex Clients. Client disputes are always damaging your reputation as a professional. No matter how you perceive it, when a negative review is attributed to your name will always have a negative impact on your career. However, conflict management is not a simple thing to attain, especially when we’re talking about highly important clients.

Marketing 44

Marketing Management Feedback 44

Kapta Customer Success

NOVEMBER 7, 2017

Up until now, Customer Success (CS) strategies have primarily lived in the software and technology fields. As a leading provider of Customer Success software, we’re always looking for new ways that Customer Success strategies can be integrated into any company’s existing customer relationship systems. In this article, we’ll examine the different ways that service-based companies such as marketing agencies, along with product-based businesses can utilize the scientific theories and ideas of Custo

SaaS 40

SaaS Accountability Surveys Enterprise 40

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Technology has changed the way consumers shop for everything today. The modern consumer requires a modern solution to stay loyal. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, communi

Contact Center 40

Contact Center Analytics Customer Support Personalization 40

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.

Customer Experience

Jon Arnold

NOVEMBER 7, 2017

I'm a regular contributor to No Jitter , and this time around, my focus was on a keynote speaker from the recent BroadSoft Connections conference. Of course, that event was overshadowed by the Cisco acquisition. That development got plenty of coverage, but I wanted to provide a collaboration context around Bonin Bough's talk about hackonomy. He's a very engaging speaker, and while his focus was very much B2C, I can see relevance here for our space.

B2C 40

B2C Contact Center 40

Talkdesk

NOVEMBER 7, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. Technology has changed the way consumers shop for everything today. The modern consumer requires a modern solution to stay loyal. Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, communi

Contact Center 0

Contact Center Analytics Customer Support Personalization 0

LiveChat

NOVEMBER 7, 2017

How many times have you had an amazing idea right before you fall asleep and you were so sure, you’re gonna remember it the next day but then you woke up and boom! All you know is that you had an awesome idea, but now you have “no idea” what it was whatsoever? It happens a lot to people whose work requires them to come up with ideas or solutions. We feel the most creative when we let our minds rest.

Personalization 28

Personalization Management 28

Verint

NOVEMBER 7, 2017

CX and Human Resources teams are both in the people business. The days of clear departmental ownership of employee and customer engagement are behind us. Smart, forward-thinking companies striving for customer-centricity know that there is one question that really matters: how can we all work together, at every level, to achieve success in these two critical, intrinsically bound areas?

Customer centricity 30

Customer centricity Employee engagement Surveys Feedback 30

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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.

Self service

ShepHyken

NOVEMBER 7, 2017

Be a Cut Above the Rest. Shep Hyken Interviews Steve Hockett, President of Great Clips. Wouldn’t you like to learn a few tips from a company that sees over 35 million customers a year? Shep and Steve Hockett, President of Great Clips, discuss the importance of knowing your customers and delivering a consistently amazing customer service experience. Shep Hyken interviews Steve Hockett, the President of Great Clips.

Wait times 193

Wait times Consulting Consulting Customer Care 193