Tethr

FEBRUARY 11, 2020

Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. For those wanting solid business results, a CX map can be a valuable tool for identifying limitations, strengths and opportunities for real impact. . So what is a CX map? A CX map is comprised of all of the touchpoints a customer has or could have with an organization, as well as the interactions that occur at the touchpoints.

Customer Experience 76

Customer Experience Analytics Customer retention Upselling 76

Teresa Allen

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: ​ Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts. ​​ Smiling and Friendly ​ ​If there was ever

Customer Service 86

Customer Service Scripts Personalization Chatbots 86

CSM Magazine

FEBRUARY 11, 2020

AI is a huge trend today – and everyone wants a piece of this pie. It is used in digital marketing, data analysis, and of course customer service. One can hardly deny the extreme usefulness of this technology in answering customers’ queries because it allows a much faster response time. There are basically no limits on what companies can and should make use of AI in customer service.

Customer Service 52

Customer Service Chatbots Technology Accountability 52

ShepHyken

FEBRUARY 11, 2020

Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience. Top Takeaways: Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.

Customer Service 291

Customer Service Customer Experience 291

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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

FEBRUARY 11, 2020

Here are 5 best practices to ensure that your program is effective in training your agents to positively influence consumer perceptions of your brand.

Best practices 182

Best practices Call Center 182

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Enterprise 116

Enterprise Metrics Education Best practices 116

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Ameyo

FEBRUARY 11, 2020

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift?

Interactive Voice Response 96

Interactive Voice Response Contact Center Customer Experience Call Center 96

Customers That Stick

FEBRUARY 11, 2020

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered. In our customer experience advisory and customer service training , we’ve found this understanding of how humans are wired to interact with one another is essential to being successful

Customer Service 78

Customer Service Personalization Customer Experience 78

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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

Ameyo

FEBRUARY 11, 2020

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift?

Interactive Voice Response 94

Interactive Voice Response Contact Center Customer Experience Call Center 94

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Accountability 88

Accountability Customer centricity Employee engagement Management 88

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72

Toister Performance Solutions

FEBRUARY 11, 2020

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A customer service leader recently emailed me for some training advice. Their onboarding program for new hires included three days of product training.

Advertising 77

Advertising Construction Contact Center Feedback 77

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

VirtualPBX

FEBRUARY 11, 2020

Today’s blog post was written by VirtualPBX COO Lon Baker, whose expertise with the VirtualPBX Phone System makes him an excellent pick for the discussion of Kari’s Law and its implementation. In 2013, a tragedy took the life of Kari Hunt Dunn. Out of this tragedy arose Kari’s Law, which was passed in 2016 by the U.S. House of Representatives with a vote of 408-0 and followed with unanimous consent by the U.S.

voip 76

voip Best practices Enterprise 76

SharpenCX

FEBRUARY 11, 2020

Picture this: You order a dining room chair from your favorite online retailer. It’s delivered, you unbox it, and, as you’re assembling it, realize it’s missing a leg. Ugh. You dig through the discarded debris of packaging, find the number for customer service and give them a call. “This shouldn’t take long,” you think. Ha. You press 4 to speak to customer service and then…you wait.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Teresa Allen

FEBRUARY 11, 2020

What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: ​ Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts. ​​ Smiling and Friendly ​ ​If there was ever

Customer Service 62

Customer Service Scripts Personalization Chatbots 62

NICE inContact

FEBRUARY 11, 2020

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?

Contact Center 62

Contact Center Call Center Best practices 62

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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

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Enterprise 62

Enterprise Metrics Education Best practices 62

Talkdesk

FEBRUARY 11, 2020

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. Additionally, giant leaps in speech processing technology and Natural Language Processing (NLP) are opening big opportunities to enhance contact center accuracy while promoting cost efficiency.

Contact Center 65

Contact Center Healthcare Cloud contact Technology 65

Ameyo

FEBRUARY 11, 2020

Messaging applications are leading the new age customers and millennials prefer to connect via multiple messaging apps. Social media is an ever-expanding landscape and the newer channels are emerging with their varied usage across the world. With the ever-emerging need of adding new channels, it becomes necessary for businesses to get a 360-degree multichannel view. … Ameyo Announces the Launch of Channel Addition Framework (CAF) to Increase Visibility Across Channels Read More » The

Multichannel 64

Multichannel Customer Experience 64

CSM Magazine

FEBRUARY 11, 2020

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. UJET Inc. , a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience.

Customer Support 64

Customer Support Transportation Surveys Analytics 64

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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Cincom

FEBRUARY 11, 2020

The success of the Managed Services sector is a natural outgrowth of several ongoing trends. These trends include embracing core … Continue reading "Three Challenges Managed Services Providers Face". The post Three Challenges Managed Services Providers Face appeared first on Cincom Blog.

Management 59

Management 59

Nicereply

FEBRUARY 11, 2020

Recognizing the best Exceptional Accomplishments. Six years ago, the idea of appreciating our customers for their hard work and dedication to excellence, crossed our minds. Thanks to amazing support teams, we have the opportunity to continue rewarding the best among our customers. We are inspired by seeing companies grow, receiving more positive reviews, and getting better in customer experience.

Customer Experience 59

Customer Experience Sales Customer Support Marketing 59

SmartAction

FEBRUARY 11, 2020

Leading provider of AI-powered Virtual Agents for omnichannel self-service posts its largest growth in sales bookings for the year. Los Angeles, CA – February 11, 2020 – SmartAction®, a leading provider of AI-powered Virtual Agents for contact centers, today announced that it closed 2019 with record growth driven by an 80 percent increase in sales bookings for the year while achieving profitability ahead of schedule.

Virtual Agent 56

Virtual Agent Self service Enterprise SaaS 56

Injixo

FEBRUARY 11, 2020

Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy?

Technology 52

Technology Management 52

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

pindrop

FEBRUARY 11, 2020

As humans, we often overestimate our performance. This phenomena has been studied so often, it has a name: the Dunning-Kruger effect. The Dunning-Kruger effect states that we have a cognitive bias in believing we are smarter than we actually are. We naturally overestimate our own abilities. We are obsessed with all things voice here at Pindrop. As the voice experts, we wanted to find out how good we are at detecting real voices vs. synthetic ones.

Surveys 52

Surveys Personalization 52

Connect

FEBRUARY 11, 2020

In July last year, we proudly announced that Connect Managed Services and G3 Comms were merging. From there, Conn3ct was born. But what prompted the merger and what makes Conn3ct different? Read on to find out about our unique approach.

Management 52

Management 52

inmoment

FEBRUARY 11, 2020

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Accountability 52

Accountability Customer centricity Employee engagement Management 52