Tue.Sep 03, 2019

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The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations. As more companies embrace the possibilities offered by cloud-based infrastructure, the pros of employing a distributed workforce are now beginning to outweigh the cons.

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Customer Service vs Customer Support: 3 Key Differences to Know

HelpCrunch

Long story short, there's not much of a difference between customer service and customer support. But there's one, so you should know it. The post Customer Service vs Customer Support: 3 Key Differences to Know appeared first on HelpCrunch blog.

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3 Questions Every CSM Can Ask Themselves to Help Level Up Their Effectiveness.

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Motivate and Improve Call Center Agent Performance

ChaseData

As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance. But what about those at the other end of the spectrum?

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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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Amazing Business Radio: Peter Fader & Sarah Toms

ShepHyken

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture. The Interview with Peter Fader & Sarah Toms: A key term is CLV, which stands for “customer lifetime value.

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Blocking and Tackling: 6 Rules for Contact Center Success

Transparent BPO

Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, which are critically important to the success of the team. It’s also a term used in business to describe the fundamental skills necessary to function well — and that includes the business of customer service in the contact center.

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How to Improve CSAT Scores in Your Call Center

Avoxi

As an inbound call center manager, you live and breathe customer service. You measure it, and improve it-- and one great way to do it is through CSAT scores. In this article, we’ll discuss what a CSAT is, why it’s important to your call center, best practices, and how to improve your CSAT score. What… The post How to Improve CSAT Scores in Your Call Center appeared first on AVOXI.

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Episode 64 – A Conversation with Customer Service Expert Jeff Toister

Kristina Evey

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read More Episode 64 – A Conversation with Customer Service Expert Jeff Toister. The post Episode 64 – A Conversation with Customer Service Expert Jeff Toister appeared first on Kristina Evey.

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Labor Day Salute

Pipkins

Yesterday was Labor Day, and we joined our fellow laborers in a much needed rest. I think, given the work we do, a rework of Alabama’s classic “40 Hour Week (For a Livin’)” is in order. Here is our salute to the contact center workers. Enjoy, smile, and relate! There are people in your company who work hard every day. Managing calls and absences as they strive.

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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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Report: Job Seekers Think Culture is More Important That Money

Toister Performance Solutions

A few of my friends are looking for jobs. Some are unhappy in their current role, while others are out of work for one reason or another. They've all told me the same thing about their search: there are jobs out there they could do, but they're holding out for something that's a great fit. Many job seekers today have that luxury. As of July 2019, the US unemployment rate sits at just 3.7 percent.

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Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. In this second chapter, we will discuss the causes behind the signs and what you can do to reduce and even eliminate them. Why is this so important? Because burnout can lead to agent attrition – which can cost your business a tremendous amount each year.

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HITRUST: Healthcare & Finance’s Secret Connection

Revation Systems

Advancements in technology have created a higher degree of convenience in communicating — from personal relationships with loved ones to contacting customer service at a business. Recently, digital transformation has shifted consumer preferences for communication and drastically improved many business-consumer relationships. However, industries like healthcare and financial services still face several challenges despite the support of new digital technology.

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Sometimes Marketing Misalignment Erodes Brand Trust

Andrew Mcfarland

A recent article by Shep Hyken about how unethical marketing damages brand reputation struck a chord. It’s true, of course, but I’m concerned a much more deleterious effect is lurking within companies right now – misalignment. Let me explain. Unethical.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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HITRUST: Healthcare and Finance’s Secret Connection

Revation Systems

Advancements in technology have created a higher degree of convenience in communicating — from personal relationships with loved ones to contacting customer service at a business. Recently, digital transformation has shifted consumer preferences for communication and drastically improved many business-consumer relationships. However, industries like healthcare and financial services still face several challenges despite the support of new digital technology.

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Customer Satisfaction and Retention: Is There a Correlation?

HelpCrunch

So is there a correlation between customer satisfaction and customer retention?Of course, there is!Satisfied customers stay, what’s there to research and analyze? However, while the correlation seems as direct and obvious as it can possibly [ … ]. The post Customer Satisfaction and Retention: Is There a Correlation? appeared first on HelpCrunch blog.

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IVR: The Key to Efficient Payment Processing

plumvoice

Is the word “efficiency” so cliché these days that we’ve forgotten exactly what it means? The Oxford Dictionary defines it as the ratio of useful work performed to the total energy expended. The Business Dictionary switches out the concept of energy with resources expended, which should at minimum include the time taken, the effort made, Read More. The post IVR: The Key to Efficient Payment Processing appeared first on Plum Voice.

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August Writing Roundup

Jon Arnold

Aside from attending two industry events in August, it’s summer, and I was on vacation and largely offline for the last week of the month. This made for lighter-than-normal output on the writing front, but there was still a fair bit of activity, especially with some things that were in the works earlier, and found their way to being published in August.

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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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Any Application, Anywhere: The Hybrid Data Center

ConvergeOne

Every morning when I get up, there are a series of apps that I fire up to gather my daily dose of information that fuels my personal, financial, and work life. In this day and age, I need to access the data on my mobile device/smartphone or PC anywhere and at any time. For all practical purposes, I really don’t care how that information is processed behind the scenes.

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More Growth, More Human Impact

Hero Digital

Back in 2014, Hero Digital started as a four-person team united around the vision of an experience-driven future. We thought that agencies, holding companies, and big system integrators were stale, and that the world needed something different – a purpose built experience company that could not just inspire the CMO, but help turn their vision into reality.

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Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)

Strikedeck

Paul provides valuable insights into merging Customer Experience and Customer Success.

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Gearing up for IACP 2019

Nuance

In September, my team and I start planning for our massive event schedule. The International Association of Chiefs of Police annual conference (IACP 2019) in Chicago this coming October is one of them. This year’s theme, in particular, “Shaping the Future of Law Enforcement,” caught my attention. As we look at advancements in technology, one […] The post Gearing up for IACP 2019 appeared first on What’s next.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How to evaluate HIPAA compliant patient engagement software vendors, Part 2

Comm100

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor. HIPAA compliance is far from simple, and any vendor that says otherwise is likely not offering the degree of security and/or shared responsibility that you need to engage safely in digital patient communication.

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Gearing up for IACP 2019

Nuance

In September, my team and I start planning for our massive event schedule. The International Association of Chiefs of Police annual conference (IACP 2019) in Chicago this coming October is one of them. This year’s theme, in particular, “Shaping the Future of Law Enforcement,” caught my attention. As we look at advancements in technology, one […] The post Gearing up for IACP 2019 appeared first on What’s next.

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How Tech improves the airline customers’ experience?

Merchants

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants.

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Client Interview Series: Ding Yi at Ant Financial

COPC

“… the technology revolution (e.g., the cloud and AI) has made everything possible and brought the opportunity for a. re-establishment of industry standards.”. — Ding Yi (Allen), Director of Customer Service. COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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How to Measure Employee Experience — and Improve Customer Experience, Too

inmoment

Over the past decade it’s become clear that customer experience (CX) and employee experience (EX) are tightly intertwined. No wonder an IBM Smarter Workforce Institute report found companies in the top quartile for employee experience see triple the return on assets (ROA) of those in the bottom quartile: Energetic, engaged workers simply serve customers better, whether they’re fielding questions in a call center or writing computer code.

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Talking Is Easier

Spearline

In addition to the traditional voice call, customers now have a range of ways to engage with contact centers such as email, instant messaging, apps, and social media. Despite having so many choices, customers still find it easier to talk. Surveys consistently find that customers are content to use automated systems or chat for simple interactions, but when they have a problem or a complex question, they prefer to talk.

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3 Reasons Why Big Firms Are Taking Their Cue from SMEs When It Comes to Hosted VoIP

Jive

Small businesses, perhaps by virtue of necessity, have to be very smart about their investments. So, it’s not surprising that the majority of Hosted VoIP early adopters were actually smaller companies. According to a study conducted by Frost & Sullivan back in 2014, about 70 percent of Hosted VoIP subscribers were companies with less than 50 employees.

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