Tue.Mar 12, 2019

How to improve client relationships

HelpCrunch

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. Customer service Sales & Marketing

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How Agent Empowerment Impacts Your Customer Service Experience

SharpenCX

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.

Ready for Spring? Get Prepared with Our Quick Contact Center Assessment

Working Solutions

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 […]. Call Center Outsourcing contact center assessment

What is Live Chat & How does it work?

ProProfs Blog

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Amazing Business Radio: Todd Hopkins

ShepHyken

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.

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CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

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.

Top Trends Affecting Contact Centers and the Customer Experience They Deliver

Taylor Reach Group

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.

The Case for Human Translators in 2019

Voiance

The following is a guest post coauthored by Voiance Translation and Localization Consultant Alejandro Sanchez de Los Reyes: Translation and Localization Translation Methods and Tools Translator qualifications

How to Scale Your Customer Experience Efforts as Your Business Grows

Satrix Solutions

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Preparing your support team for the future of customer service

TELUS International

Discover top tips for hiring, training and engaging your customer service team in the digital age. Training

Debunking Natural Language Processing: Sarcasm

Clarabridge

When I tell people that I work on text analytics products, their first question is often “But, how do you handle sarcasm?”

Warm Calling Confusion

CrazyCall

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.

How Trader Joe’s Makes Customer Experience its Competitive Advantage

Fonolo

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.”

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

A Customer Onboarding Checklist for the Digital Era

Totango

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. It’s a critical time that can either cement loyalty or lead to customer churn.

Setting new standards for success – 5 steps for redefining KPIs

teleopti

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.

New Integration with Google Cloud Contact Center AI

8x8

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.

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents

inContact

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Top 3 Ways Video Helps HR Improve Flexibility

ConvergeOne

Flexibility has become an integral part of Human Resources, or Human Capital Management (HCM). You must have flexible recruiting and hiring strategies that embrace traditional W2 employees and on-demand workers, while also offering flexible work options to attract and retain top talent.

Improve Experience at a Reduced Cost – Move to Cloud

inContact

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. While adoption is undeniably on the rise, it is important to understand that not all are the same.

Basements, Not Garages: A Midwest Story of Innovation

Revation Systems

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.

Alpha Corp

OctopusTech

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?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Basements, Not Garages: A Midwest Story of Innovation

Revation Systems

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.

Laying the Groundwork for Omni-Channel Customer Experiences

Hero Digital

At times, the goal of creating omni-channel customer experiences can sound daunting. Especially for companies in the early stages of CX maturity , the vision of seamlessly integrated technology powering 1:1 personalization across channels seems nearly impossible to actually bring to life.

Four Questions You Must Ask To Retain Key Customers

Strikedeck

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. Customer Success Customers Onboarding saas value realization

SaaS 60

Agents Attack! How Support Teams Use Ticket Attack Plans to Improve CX

Nicereply

Attack plans always provide a better CX, even if the customer doesn’t follow the steps provided, doesn’t see the next issue you described, or ends up escalating the case as you anticipated. Customer frustration with your support can be caused by many things.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

New Ebook Explores ACI’s Home Advantage Contact Center Service

Advantage Communications

Advantage Communications is proud to announce the launch of its brand-new ebook, which looks at the benefits of stay-at-home agents and how they can be the perfect complement to an organization’s existing brick-and-mortar contact center solution. Customer Service Trends

Best Technical Support – Top 3 Qualities of a Great Support Team

CSM Magazine

Are you ready to start building a world class technical support team ? If so, this is a wise goal. After all, your technical support team provides vital help and assistance for all computer software and equipment used in the business.

The doom and gloom of a chatbot’s future

Nuance

This is going to sound ironic coming from a “chatbot” vendor, but get ready for a chatbot backlash in 2019. Yes, you heard correctly.