Nextiva

MAY 28, 2019

The post 25 (Basic + Advanced) Customer Service Skills for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Contact Center Pipeline

MAY 28, 2019

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,” gave a great definition of what it is not: Workin’ 9 to 5, what a way to make a livin’ Barely gettin’ by, it’s all takin’ and no givin’ They just […].

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Contact Center Call Center 191

24-7 InTouch

MAY 28, 2019

The customer care world is constantly evolving, which is why it’s no surprise that brands are stepping up their customer experience (CX) game every year. But in order for outsourced customer care teams to win with every interaction, they need to feel empowered in their role. So, how can you ensure that your teams are equipped to give world-class experiences every single time?

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outsourcing Customer Care Customer Experience 75

ShepHyken

MAY 28, 2019

Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the customer experience. The Interview with Roger Dooley: Friction is “any unnecessary expenditure of effort to accomplish a task.

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Consulting Consulting Customer Experience Sales 319

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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.

Callminer

MAY 28, 2019

Below are four ways that your call recordings can be used to help your agents, customers and company to better contact center performance.

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Contact Center 265

TechSee

MAY 28, 2019

Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents. For that reason, successful call deflection strategies allow enquiries to be deflected to self-service channels such as FAQs, live chat, community forums, knowledge center databases and virtual agents.

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Avaya

MAY 28, 2019

Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question is key for businesses to competitively differentiate, transform customer relationships, and accelerate revenue generation. A glance at the current business landscape will have you believe that certain verticals are dying (ex: retail, driven by the rapid expansion of Amazon).

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Customer Experience B2C Upselling Consulting 80

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).

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Etech GS

MAY 28, 2019

What Are Your Company’s Customer Service Standards? According to the Institute of Customer Service , your company’s customer service standards should include clearly defined and communicated expectations for timeliness, applicability, and accuracy. Service level agreements are ideal examples of defined standards. It’s not enough to say that you’ll answer all calls within a reasonable period of time.

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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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Nicereply

MAY 28, 2019

Though one long shift won’t cause serious burnout for your staff, the long-term buildup of stressors and environmental factors will. Being a customer service agent is hard. You have to be a flawless product expert, stay infinitely empathetic in the face of the 20th complaint of the day, and resolve each interaction as quickly as possible. A lot of the time, it feels pretty thankless.

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Agent burnout Metrics Feedback Surveys 76

Jive

MAY 28, 2019

Customers today are more informed and aware of what differentiates one brand from another. So how does one differentiate themselves from the competition? By providing truly excellent customer service. Now, here’s the thing. Thanks to the Internet, the world is getting smaller and smaller. It’s also giving customers more ways to interact and reach out to businesses.

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voip Customer Service Contact Center Technology 72

Hello Customer

MAY 28, 2019

The world constantly changes, as the saying goes ‘change is the only constant’. What does this mean for businesses? It means constantly evolving, and keeping an eye on the future, especially on consumer trends. You have to be one step ahead at all times. This can be a difficult task, since the critical driver of change is your relationship with your customers.

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Employee engagement Customer centricity Customer Experience 71

Talkdesk

MAY 28, 2019

Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.

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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

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction.

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At home agents Contact Center Self service Management 60

Toister Performance Solutions

MAY 28, 2019

There are a lot of flight attendants who make air travel more pleasant. I was relaxing on a recent Alaska Airlines flight, traveling home from Fort Lauderdale where I had just spoken at ICMI's Contact Center Expo. A flight attendant slipped me a bar of chocolate when she came by with the drink cart. It was the good stuff. A fabulously delicious jcoco chocolate bar.

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Customer Service Airlines Contact Center Personalization 62

Call Design

MAY 28, 2019

Aspect Software’s most recent Contact Centre agent survey listed agents’ top factors that drive their sense of engagement: Work/life balance came in 3rd, two spots above competitive wage with flexible work schedule not far behind. A skilled scheduling team can do great work with spreadsheets, but when you add a best-fit Workforce Management tool, you open up new possibilities for truly transformational improvements in agent satisfaction.

At home agents 60

At home agents Contact Center Self service Management 60

Jon Arnold

MAY 28, 2019

Wow - been almost two weeks since my last blog post! Let’s just say I’ve been pretty busy writing and getting some new projects going. Also have four June events starting Monday, plus a personal trip that month, so it never ends. With that said, my latest No Jitter post is running now, and as the title suggests, it reflects my unconventional perspective on collaboration.

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Personalization 61

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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

Andrew Mcfarland

MAY 28, 2019

Nike recently created an application to ensure customers get the best fitting shoes. Perhaps this just seems like a good idea instead of an innovation. However, consider the fundamental transformation required to move from being a company that sells athletic.

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Customer Experience 54

Working Solutions

MAY 28, 2019

Negative customer care experiences come in a wide variety of shapes and sizes. Whether it’s waiting too long to connect with a call center operator, having a complaint go unanswered, or even experiencing a disconnect between an online experience and a live agent’s interaction. They’re all important, with research from American Express showing that 33% […].

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Customer Service Call Center Customer Care Customer Experience 58

Fonolo

MAY 28, 2019

Customer service is a serious business. We know this better than anyone else: On a daily basis, we witness our customers working tirelessly to provide exceptional journeys for their own customer base. They are able to achieve greatness because of one important thing: They take service seriously, and in the long-run, this worldview results in success.

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Customer Contact Central Submitted Articles

MAY 28, 2019

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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!

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Nuance

MAY 28, 2019

For a second year, we exhibited at the 2019 Financial Industry Regulatory Authority (FINRA) conference this past month. The organization’s annual conference is an opportunity for professionals working in financial services to network, keep abreast of the latest trends in financial technology (FinTech), as well as learn about proposed rulings and best practices.

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Best practices Technology 56

Guru

MAY 28, 2019

One of our favorite things about Empower 2019 was how our speakers were focused on customer experience. It’s certainly something we’re passionate about at Guru; after all, an amazing product means nothing if you don’t have anyone using it. If your company isn’t focused on the customer experience at every level, you might as well throw your revenue goals out the window.

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ConvergeOne

MAY 28, 2019

Recently, I have been talking to many customers about data center resiliency as part of ConvergeOne’s Data Center Foundation Workshops. Before beginning an implementation, it’s important to know where customers are at, so I start by asking them if they would be able to recover from a data center failure in their current state.

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Interaction Metrics

MAY 28, 2019

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: high quality Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. These 5 standards are not an ideal but rather the minimum requirement.

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Surveys Feedback Construction Accountability 48

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

Journey mapping

Revation Systems

MAY 28, 2019

Looking to learn more about how your healthcare organization can digitally transform to meet and exceed the shifting expectations of today’s tech-savvy patients? Join the Revation team, along with hundreds of other healthcare call center professionals, at the 31 st annual Healthcare Call Center (HCCT) Conference June 12-14 at the Intercontinental Buckhead Atlanta in Atlanta, Georgia.

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Healthcare call center professionals call center solutions Chatbots 48

Interaction Metrics

MAY 28, 2019

In the last decade I’ve seen and run a lot of Customer Listening programs. Here’s the one thing I know for sure: good Customer Listening always meets the same 5 standards. Meeting these standards achieves dependable, high-insight data. Failing to meet these standards often steers companies off course. The post Here Are the 5 Essential Standards of Customer Listening appeared first on Interaction Metrics.

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Metrics Feedback 48

Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic. We were way ahead of the curve then, and still are now.

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Technology Customer Experience Management 48