ChaseData

FEBRUARY 8, 2019

If you’re like most owners and operators of call centers around the world, you hate the hiring process. It’s not that you don’t look forward to filling open positions with talented, motivated employees – it’s just that it seems difficult to find those employees and even harder to get them to stay in those positions once you’ve filled them. It’s enough to make anyone dread the process of hiring call center agents and wonder if there’s a better way.

Call Center 53

Call Center Management 53

TeamSupport

FEBRUARY 8, 2019

Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently.

B2B 49

B2B Customer Service Technology Personalization 49

Eckoh

FEBRUARY 8, 2019

The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record.

Contact Center 40

Contact Center voip 40

Beyond Philosophy

FEBRUARY 8, 2019

Organizations do not have the luxury of focusing solely on operations these days. Over the past decade, retail as an industry has changed. To survive, retailers must put the customer at the center of everything they do. That said, not everyone believes it yet. <!–more–> Not so long ago, I was having a conversation in the C-Suite of a company about Customer Experience.

Consulting 292

Consulting Consulting Marketing Customer Experience 292

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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.

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention. Of course, this is with good reason.

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Feedback Customer Experience Abandon rate Surveys 235

Liveops

FEBRUARY 8, 2019

Lifelong advocate helps callers and community from home. Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops. In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon got her start in the contact center world shortly after attending University of Florida.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Taylor Reach Group

FEBRUARY 8, 2019

The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. Taylor Reach is performing a strategic assessment that will include detailed analysis of the inner workings of the contact center, with focus on a holistic approach.

Healthcare 80

Healthcare Contact Center Consulting Consulting 80

Talkdesk

FEBRUARY 8, 2019

To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Why? Because customers need heaps of help when they’re just starting to use the thing you’ve sold them. Support teams do a lot handholding for new customers, taking more calls and responding to more emails at this point in their relationship than they will as time goes by.

Self service 72

Self service Contact Center Personalization Sales 72

Jive

FEBRUARY 8, 2019

Offices today are relying more and more on the latest communication and collaboration technology. This basically means that employees have to be more conscious of how they conduct themselves when coordinating with team members via chat or corresponding via email. More importantly, employees should know their virtual meeting etiquette. . Regardless of whether you’re hosting or attending, online meetings are equally critical to your productivity.

voip 66

voip Technology Personalization 66

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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

Surveys

Influitive

FEBRUARY 8, 2019

Figuring out how to get quality product feedback from your customers quickly can be a big challenge for product teams. And yet, your success as a software product depends on it. The truth is, your customers are busy professionals who need a good reason to spend their valuable time filling out a customer survey or. The post Q&A With ON24’s Tiffany Beddow: How To Get Better Product Feedback From Your Customers, Faster appeared first on Influitive.

Feedback 64

Feedback Surveys Enterprise B2B 64

Avoxi

FEBRUARY 8, 2019

As most of you have already heard, the European Union's primary personal data law, the Data Protection Directive 95/46/ec was replaced by the General Data Protection Regulation (GDPR) in May 2018. With some considering it to be the biggest and most important change in data privacy in the past 20 years. In this article, we discuss these changes… The post European Union’s GDPR – What It Means For Your Business appeared first on AVOXI.

Personalization 59

Personalization 59

Aspect

FEBRUARY 8, 2019

Unter dem Motto „Stay connected“ dreht sich vom 19. bis zum 21. Februar im Berliner Estrel Congress Center wieder alles um den innovativen Kundendialog. Da sind wir natürlich dabei! Sie finden Aspect an vertrauter Stelle in Halle 1, Stand A11. Wir freuen uns darauf, das Kongressmotto erstens selbst zu (er)leben, also auf den intensiven Austausch mit Branchenvertretern, Partnern und Kunden.

Self service 59

Self service Management Customer Care Customer Experience 59

Method:CRM

FEBRUARY 8, 2019

Social media marketing looks little like it did just a few short years ago. The primary power behind this seismic shift? Influencers. These social media geniuses use their natural charm and relatability to build connections with thousands or even millions of followers. Initially centred around fashion and fitness, influencer marketing now involves every niche imaginable.

CRM 63

CRM Marketing Construction Accountability 63

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

HelpCrunch

FEBRUARY 8, 2019

To be completely honest, customer service is such a wide notion that it’s quite difficult to see which tools count as customer service tools and which don’t. I mean I asked out customer success manager [ … ]. The post 14 best ?ustomer service tools for a small business in 2019 appeared first on HelpCrunch blog.

Customer Service 48

Customer Service Management 48

Bright Pattern

FEBRUARY 8, 2019

Over the years, Bright Pattern has attracted customers of all types in every industry imaginable. When we look at our customers, they all have one thing in common: They are all trying to innovate their customer experience and revolutionize what customer experience means in their industry.

Customer Experience 47

Customer Experience Technology 47

Cincom

FEBRUARY 8, 2019

Sales management has always been a matter of analyzing data, analyzing human performance and deriving from those two activities a … Continue reading "Sales Management Powered by Data Analytics". The post Sales Management Powered by Data Analytics appeared first on Cincom Blog.

Analytics 45

Analytics Sales Management 45

ChurnZero

FEBRUARY 8, 2019

In honor of the 61st Annual Grammy Awards that are airing this Sunday evening, we decided to pick some of the songs from the nominations list and create a Customer Success playlist to help power you through your day. We hope you enjoy! The Middle – Zedd, Maren Morris & Grey Nominated for Record of the Year. As Customer Success professionals we’ve all had moments where we seem to be at our wits end with a client trying to resolve an issue or even with an internal team you are trying to

SaaS 45

SaaS Metrics Surveys Personalization 45

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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

CSM Magazine

FEBRUARY 8, 2019

Clutch have surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service. When asked to rank their top three frustrations with telephone customer service, the largest percentage of people chose being kept on hold (57%), followed by rude service (52%), and automated phone menus (51%).

Chatbots 45

Chatbots Banking Analytics Surveys 45

Eckoh

FEBRUARY 8, 2019

The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record. This may be for legal or regulatory requirements, but there are other reasons to do so. Here’s our top three: 1. COMPLIANCE. Compliance may not be the most exciting reason, but it is critical to your brand – to keep within the law and protect your reputation and business.

Contact Center 40

Contact Center voip Government Banking 40

Call Experts

FEBRUARY 8, 2019

Testimonial Text: You guys are a life saver, especially as I am getting started and learning all of the other ins and outs of the business! Testimonial Icon: Display Name: Handyman Connection (San Marcos). Company URL: [link].

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Myra Golden Media

FEBRUARY 8, 2019

I’ve learned the most potent de-escalation tactics known from the martial art Aikido, trial lawyers, law enforcement, a former FBI hostage negotiator, and the greatest escalation agents in customer service. And on Friday, March 1st I’m hosting my refashioned De-escalation Training in a webinar. Join me and I’ll give your customer service employees the power to get any customer to back down. –Myra.

Customer Service 29

Customer Service Call Center 29

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Convoso

FEBRUARY 8, 2019

VSA searched for a single contact center platform that would eliminate the inefficiencies created by using various CRM systems and dialer capabilities not at all suited for a unique client this company needed to support. With the existing systems, VSA would have been developing manual and time-consuming work-around processes.

CRM 175

CRM Contact Center Customer Experience 175

ProProfs Blog

FEBRUARY 8, 2019

Do you remember the first time you fell in love? I remember the first time I fell in love. I was 15 years old and was head over heels for my hockey player boyfriend. Right before I would meet him, I could feel the butterflies in my stomach, my sweaty palms, the goosebumps on my arms, when I felt the excitement walk around the corner of our high school hallway.

Surveys 74

Surveys Accountability Personalization Customer Support 74