Nexmo
OCTOBER 8, 2018
Ever wish you could use a universal translator like the one from Star Trek to seamlessly communicate in a foreign language? Good news: Real-time translation has already arrived. Now equipped with polyglot powers, companies can communicate with any lifeform no matter where they choose to boldly go. Here’s how businesses are using this technology to […].
Steve DiGioia
OCTOBER 8, 2018
when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.
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ShepHyken
OCTOBER 8, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. (Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers.
Transparent BPO
OCTOBER 8, 2018
This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end. Sure, they may monitor a few calls and offer feedback from […] The post How We Train Our Call Center Agents for Long-term Success appeared first on Transparent BPO.
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Answer Dash
OCTOBER 8, 2018
Management consultant, educator and author Peter Drucker once declared that increasing the productivity of knowledge workers was "the most important contribution management needs to make in the 21st century." AI is changing that. More than 75 percent of companies are firing up AI to accelerate business development, automate busy work and deliver a better customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Jon Arnold
OCTOBER 8, 2018
I’ve got a busy month on the webinar front, and here’s the next one to tell you about. This time around, I’m doing an Enterprise Connect webinar, so you’ll also hear about it through their main channel, No Jitter. I’ll be presenting on workplace trends that are making collaboration so important, and the challenges faced by IT to properly support them.
Rant And Rave
OCTOBER 8, 2018
From the moment we’re born, people tell us stories. Fairytales, fables, tales of derring-do… storytelling can be a magical thing (and a pretty smart way of getting kids off to sleep).
Unymira
OCTOBER 8, 2018
In the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies millions, even billions in revenue and lost reputation.
Call Center Pros
OCTOBER 8, 2018
You can be surprised for all the times you use the word empathy… How did that word get into our vocabulary? This is due to the world of Customer Relations, but also in the HR world and, more broadly, in the managerial literature. Everyone uses it. But, what is the definition of empathy? Empathy is the ability to feel an appropriate emotion in response to that expressed by others, while clearly distinguishing between oneself and others and being able to regulate one’s own emotional response
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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
CallSource Insights
OCTOBER 8, 2018
Need help responding to your online reviews? Just read this post! Responding to reviews demonstrates that your company is reliable and authentic. 78% of consumers believe that a business cares more about them when they see management respond to reviews. 1 Check out these simple steps for responding to online reviews, no matter the circumstance. Do you know when you get reviews?
VocalCom
OCTOBER 8, 2018
When social media began to play a serious role in customer service a few years back, some wondered if this was just a passing trend. Given the popularity of these platforms among young consumers, companies could not be sure if this capricious crowd would stick to their digital habits—and if older consumers would follow suit. Nowadays, social media is a must for customers of all generations, thanks in part to ever-popular chatbots.
kommunicate
OCTOBER 8, 2018
For previous versions of Release Notes, head here. We live by the hustle of giving you what’s best out there for customer support. Your preferred customer support platform just got much better. In this version of release notes for the month of September, we bring you lots of awesome feature releases, performance and speed improvements, and […].
ClientSuccess
OCTOBER 8, 2018
ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg will introduce you to a simple customer success question that will help you and your organization become truly customer centric. Learn the one question backed by research and data that will help your customers stay and grow.
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.
Maru Group
OCTOBER 8, 2018
Last month, we gathered together Maru/edr clients and experts from around the industry to reflect on how distilling data to drive action is key to the success of Voice of the Customer programmes. We had a fantastic day at the Bombay Sapphire Distillery in Hampshire and look forward to inviting everyone again in 2019 for the next Maru/edr Voc conference.
COPC
OCTOBER 8, 2018
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from James Cammareri, vice president, business development, COPC Inc. . This past September, my father, Andrew Cammareri, turned 90. Leading up to the big day, I asked him how he wanted to celebrate this milestone, and he had just one answer: he wanted to travel to Atlanta to see the Braves play in their new stadium.
SmartAction
OCTOBER 8, 2018
A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers. In our recent thought leadership webinar, “ Make It Easy For Your Customers to Self-Serve ,” we identify market trends and the competitive advantages of using AI automation across multiple channels.
AskNicely
OCTOBER 8, 2018
This is the next in an ongoing series of real stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. NPS Scores + Buses + Trains + Streetcars = CX (The Commuter Experience). “Good morning and welcome,” the bus driver says as I step blearily aboard the 6:50 a.m. bus into Portland.
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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.
aircall
OCTOBER 8, 2018
If there’s one word fast-growing companies need to consider above all else, it’s “ fit.”. Which use cases match your product best? Who does your product aim to help in the short term? What types of customers do you want to attract in the long term? Attracting ideal customers isn’t a task for a single department. Engineering, Sales, Customer Success, Product, and Marketing all need to think about what types of customers they want to engage.
CallSource Insights
OCTOBER 8, 2018
Consistently improve your marketing with essential data. The best reports exist to answer a specific question tied to your marketing. Last week, we covered some of the basic, yet important, reports that you should be looking at in Google Analytics depending on the question(s) you are trying to answer. Today we are answering more of these questions and which advanced Google Analytics report to view.
Chip Bell
OCTOBER 8, 2018
Bella Fleck is arguably the greatest banjo player in the world. Winner of 16 Grammy Awards, his amazing repertoire ranges from bluegrass to classical. He made the news in the music world when he wrote a banjo concerto called “The Imposter” and performed it with symphony orchestras around the country to sell-out crowds. A banjo in a symphony? Banjos don’t go with Bach and Beethoven.
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