Wed.Jan 08, 2020

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A Guide to Change Management in your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year

SharpenCX

More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience. As disruptors and new competitors emerge in markets, companies continue to seek out ways to level up their service. Trends show that 2020 looks no different.

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Tips to Conducting Successful Political Dialing Campaigns

Calltools

Today’s highly charged political climate has created an increased emphasis on rallying and securing voters and supporters. Outreach is more important than ever before. And, when done correctly, will provide the necessary data to support a successful political campaign. Over time, political dialing has proven to be an effective way to reach voters and potential supporters.

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Reducing Call Center Agent Burnout with Automation

ChaseData

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind. How can you make your center different? How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit?

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Smile and the World Smiles With You—Unless It’s Fake

ShepHyken

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. She wouldn’t even smile, which made him wonder, “Shouldn’t people greet you as warmly outside of their work environment as they do while on the job?”.

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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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Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.

Myra Golden Media

We took my son’s phone in for repair. After looking at the phone, the employee said. “Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”. While I wasn’t happy to learn that we’d have to pay for repair or a new phone, I did appreciate the way the employee delivered the news.

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Why Brand Perception Matters and How You Can Measure It

GetFeedback

How can companies understand consumer brand perception when they’re looking at it from inside the box? We’ll cover some tools and methods that capture it.

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Customer Service Technology Trends for the 2020s

Solvvy

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. . Ordering pizza shows how times have changed: Back in 2010, Domino’s had recently introduced its web and smartphone ordering platforms, but most cust

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Understand and Optimize your Unique Customer Touchpoints

Call Experts

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. With this support, your team can focus on the most expeditious route to optimal support. .

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Beware False Scorecards for B2C Chat

Fonolo

There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat.

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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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Cisco Secures Customer Satisfaction With GetFeedback

GetFeedback

Read how Cisco's Stealthwatch Division uses GetFeedback to improve customer satisfaction through survey automation.

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2019 in focus: our top 10 blog posts from the year

Eptica

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Published on: January 09, 2020. Author: Pauline Ashenden - Marketing Manager Having rung in not just another new year but also a new decade now is the perfect time to review how customer experience and Voice of the Customer evolved in 2019, what the key topics were, and how they are likely to develop in 2020.

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How B2B communities grow your bottom line

inSided

If you’re finding it tough to convince your organization of the benefits of an online community, or you simply want precise reasons why communities drive business growth, we hear you. And we’ve got you covered. Here we arm you with the undeniable advantages B2B communities offer for your Customer Success and Product teams, the customer experience and above all, your company’s bottom line.

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Customer Success Vs. Customer Experience — Is There A Difference

Answer Dash

(This article is published by the written consent of Custify ) If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive customer experiences. Read any content about the field of customer experience (CX) and you’ll see the same. So what separates the two? Are customer success and customer experience really the same thing?

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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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2020 CC Challenges and Priorities

Strategic Contact

It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Last year’s theme was change. Our 2020 theme (or vision) is “the year of the agent,” which deviates from the industry.

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Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud

Cisco - Contact Center

Transitioning your on-premises call center to the cloud creates enormous opportunities for growth and innovation. Some businesses have near and long-term plans to move to the cloud. According to our recent global survey, 62% of contact center executives plan to implement a cloud contact center within the next 18 months. And their top three reasons for doing so are ease of management and scale, software currency, and continuous feature delivery.

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How to set up Smart Triggers on JivoChat

JivoChat

In today’s competitive digital market in order to boost your retention rates and engage potential customers while they browse your online store, you need to be proactive. This means that, even if you already provide a free live chat to assist website visitors in real-time, you can’t sit and wait for them to come asking for help. Instead, you should be the one starting conversations by setting up Smart Triggers on your live chat.

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3 Proven De-Escalation Techniques for Customer Service

NobelBiz

It is not easy to de-escalate a conversation with a client, especially as a customer service rep. The last thing you want us to say is that it’s easy. Sometimes you just want to throw your computer out the window and walk out. But you don’t. We’re here to tell you the best tried and tested techniques for de-escalations in customer service. We reviewed our training materials, scoured the internet for the best info, and listened in on a few escalated calls to see what works and what doesn’t.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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11 Levels of Customer Success Maturity

CustomerSuccessBox

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, fac

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Executive Interview with Bob Wienholt, CEO of CallShaper

Contact Center Pipeline

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent. What a way to develop and use a product, knowing all of its capabilities and improvements to be made prior to release for general use. I had the opportunity to sit […].

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3 Proven De-Escalation Techniques for Customer Service

NobelBiz

When a customer's got you down, you have to make an effort to get back up! We've got the best de-escalation techniques for customer service. Also lots of advice that's useful in life in general! The post 3 Proven De-Escalation Techniques for Customer Service appeared first on NobelBiz®.

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GM Leverages AI in Social Customer Care

Brad Cleveland Blog

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

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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.

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Cisco Secures Customer Satisfaction With GetFeedback

GetFeedback

The modern network is ever-evolving and expanding as trends such as mobility, the Internet of Things, and the cloud continue to shape the way we do business. Despite its many benefits, this increasing network complexity can obscure visibility, making it difficult to detect network threats. Fortunately, Cisco Stealthwatch has been at the forefront of this battle, defending businesses from cyberattacks and data breaches for more than a decade.

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GM Leverages AI in Social Customer Care

Brad Cleveland Blog

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

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Talkdesk Kicks off 2020 as Recognized Leader in Four G2 Winter 2020 Reports

Talkdesk

When it comes to purchasing software for your business, a critical piece in decision making is checking customer reviews. While there are many sites that have peer-to-peer reviews G2 is one of the largest with more than one million reviews for CRM, ERP, HR, CAD, PDM, Contact Center, marketing software and more. Talkdesk®, Inc. , the cloud contact center for innovative enterprises, leads the contact center solutions industry in four separate categories of the G2 Crowd Winter 2020 report.

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Newsletter Time - January Issue Now Published

Jon Arnold

Well, technically, I’m now in my second decade of publishing my monthly newsletter - JAA’s Communications and Collaboration Review - but that’s an easy claim to make at this point in time. Anyhow, if you’re a subscriber, you should have received your issue via email by now - and if you missed it, we do a second mail-out about two weeks later. In terms of new content, the main feature is our latest Watch This Space podcast - “What’s Ahead for 2020 - AI and CX” - which is a follow-on to last month

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Robert Davis

By Brad Baumunk , President and COO. Here’s my next post in my series about our proven skill transfer model for contact centers. Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. Remember, people learn 90 percent of what they do! Practice is the doing phase of the skill transfer process.

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What is Chatbot? Why are Chatbots Important?

REVE Chat Blog

What is a chatbot? How does it help to accelerate your business yield? How can you build your own chatbot? These are some common questions that arise when you think about deploying a chatbot to your business. According to Forbes , the chatbot market is forecasted to reach $1.25 billion by 2025. In today’s time, where customers believe that the experience a company provides is as important as its products or services.

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What is Digital Self-Service?

Inbenta

Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet. This affect actions that are usually quite simple, such as managing a contract, asking for a quote or even finding the answer to a customer support request. Self-service: to meet what need? The implementation of one or more self-service solutions becomes relevant when a client service department is facing numerous online requests, to the po