HelpCrunch
MARCH 12, 2019
There's nothing more important for a business that to establish nice friendly relationships with your clients. Check out this short guide to know what you need for this. The post How to improve client relationships appeared first on HelpCrunch blog.
SharpenCX
MARCH 12, 2019
There’s a disconnect in customer service. People are responsible for providing incredible service. Yet, too many companies fail to put their people first and give their agents the support needed to deliver stellar service. Creating positive experiences for your customers. Read More. The post How Agent Empowerment Impacts Your Customer Service Experience appeared first on Sharpen Contact Center Software.
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Working Solutions
MARCH 12, 2019
Spring is almost here, and summer’s following fast on its heels. For some businesses, that means the most hectic times of the year are upon us. And even for those whose busy season doesn’t kick off until autumn, it’s never a bad time to gauge customer service performance—and this quick contact center assessment can help […].
ProProfs Blog
MARCH 12, 2019
Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it. But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call?
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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
ShepHyken
MARCH 12, 2019
Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work as a filter to influence every decision you and your employees make.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
MARCH 12, 2019
Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.
Centriam Customer Experience Lab
MARCH 12, 2019
Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.
Fonolo
MARCH 12, 2019
After graduating from university, I spent a sun-soaked 18 months living in Southern California. Having moved from Ireland, my family and friends back home were interested to hear what I liked and disliked about my new life “state side.” They did not expect to hear about my adoration for the supermarket chain Trader Joe’s , which happened to be conveniently located two blocks from my apartment.
Lumoa
MARCH 12, 2019
Do you send Net Promoter Score surveys by email? Check out the best tips on NPS email surveying and improve your overall NPS ratings.
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.
Totango
MARCH 12, 2019
When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. Customer onboarding is the period after a purchase when your customer is getting to know your product or service.
TELUS International
MARCH 12, 2019
Discover top tips for hiring, training and engaging your customer service team in the digital age.
Avoxi
MARCH 12, 2019
Many businesses use SIP trunking service to reduce communication costs. However, finding the best SIP trunk pricing can be tough. For a proper SIP trunk cost comparison, you'll need to consider your monthly cost per SIP channel, outbound call rates, add-on features, setup fees and more. We want you to find the best SIP trunk pricing possible.… The post SIP Trunking Pricing Comparisons (2019) appeared first on AVOXI.
Taylor Reach Group
MARCH 12, 2019
By Colin Taylor. The month of March is now upon us and the predictions and prognostications for the new year are pretty well behind us. But before we bid adieux to the pundits’ predictions and Top 10 lists, I will add my voice to the collective noise. Predictions are challenging and dangerous; people remember and can take great delight in pointing out missed predictions.
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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.
teleopti
MARCH 12, 2019
Measuring all-round performance should be a continual process. In Teleopti’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. One aspect of adopting change and encouraging new ways of working is often the need to remodel key performance indicators (KPIs), these are the measurable values
Nuance
MARCH 12, 2019
This is going to sound ironic coming from a “chatbot” vendor, but get ready for a chatbot backlash in 2019. Yes, you heard correctly. Forrester Research predicted in their report, Predictions 2019: Customer Service and Sales, that customers will lead a community-based revolt against corporate chatbots in 2019. Meaning customers will do whatever it takes […] The post The doom and gloom of a chatbot’s future appeared first on What’s next.
CrazyCall
MARCH 12, 2019
Close your eyes and try to imagine the below scene: You notice your phone beeping. Unknown number. You hesitate but decide to pick it up. Unknown caller. He tries to sell you his amazing product. What are your thoughts at this point? Oh, that’s amazing you called me! Or rather. Well… Why are you calling me? Oftentimes, that’s how recipients of such cold calls feel about receiving the calls.
Toister Performance Solutions
MARCH 12, 2019
Customer service leaders often ask me whether they should create a customer service vision for their team—one that's separate from an organization-wide vision. A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page. My research into customer-focused companies reveals a vision is critical to building a service culture.
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!
Satrix Solutions
MARCH 12, 2019
In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But it’s not enough to simply implement a few static customer service policies and call it a day.
Clarabridge
MARCH 12, 2019
When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?” My typical response—“About as well as a human, which is to say not very well at all”— is equally sincere and sarcastic, a poetic homage to the difficulty of the linguistic problem. Sarcasm is mired in a complex web of deep cultural knowledge, emotional sensitivity and individual awareness.
NICE inContact
MARCH 12, 2019
The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys. How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact centres are currently deployed in the cloud.
8x8
MARCH 12, 2019
Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program. “Contact Center AI empowers enterprises to use AI to augment and improve their contact centers.” .
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.
Ameyo
MARCH 12, 2019
Are you still in two-minds about whether your business really needs self-service support since you already cater to most of the channels such as an email, voice and even social media to some extent? Well, the answer is simple – Yes and for good reason. Self-service usage increased from 67% in 2012 to 76% in […]. The post How to Ace Self-service support with a Helpdesk Software appeared first on Ameyo.
Voiance
MARCH 12, 2019
The following is a guest post coauthored by Voiance Translation and Localization Consultant Alejandro Sanchez de Los Reyes:
VHT
MARCH 12, 2019
Here we are, three months into 2019, and the twin innovations of artificial intelligence and automation haven’t meaningfully disrupted the voice channel for customer service. We were all concerned about that not too long ago, remember? AI tools like chatbots and digital or IVR self-service were destined to help your customers handle basic issues at their own convenience, drastically cutting down on the transactional calls made to contact centers.
Revation Systems
MARCH 12, 2019
We’ve all heard the classic Silicon Valley story of innovation: Once upon a time (before the dot-com slump), young entrepreneurs sitting in their garage had a brilliant idea to change the world with technology. But, this is not that story. When Revation Systems was merely an idea, the year was 2003 and two telecomm industry veterans started working in their Minnesota basement to create what would become Revation Systems.
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.
OctopusTech
MARCH 12, 2019
Alpha Corp is one of India’s leading real estate company whose value-driven and customer-centric approach is only matched by the transparent systems and processes adhering to the highest standards of accountability. How we helped? Being a leading outsourcing company in India itself, Octopus Tech provides high-quality real estate outbound calling services to Alpha Corp which in turn, has helped the company move one step ahead towards getting qualified inquiry and closing a deal.
Revation Systems
MARCH 12, 2019
We’ve all heard the classic Silicon Valley story of innovation: Once upon a time (before the dot-com slump), young entrepreneurs sitting in their garage had a brilliant idea to change the world with technology. But, this is not that story. When Revation Systems was merely an idea, the year was 2003 and two telecomm industry veterans started working in their Minnesota basement to create what would become Revation Systems.
Strikedeck
MARCH 12, 2019
Laura shares why taking time to ask four golden questions is critical not only for retaining your key customers, but also for keeping them completely satisfied.
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