ShepHyken

JUNE 5, 2019

You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities. You may have heard other versions of this expression. One of the more humorous versions is, “Walk a mile in your customer’s shoes, and once you’re a mile away, you can say anything you want about the customer and they can’t hear you.”.

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Sales Personalization Customer Experience Customer Service 335

SharpenCX

JUNE 5, 2019

Contact Center 69

Contact Center 69

NICE inContact

JUNE 5, 2019

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology.

Chatbots 54

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Contact Center Pipeline

JUNE 5, 2019

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you. This transformation, in turn, has increased the amount of data generated by customer interactions.

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Contact Center Customer Experience Marketing Surveys 113

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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.

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

Certified Languages International

JUNE 5, 2019

At CLI, we see non-discrimination laws like Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) of 1990, and Section 1557 of the Affordable Care Act (ACA) as necessary protections to ensure every person has access to the basic services that many people take for granted. Equitable access to high-quality healthcare, in particular, is a human right — regardless of what language you speak or where you come from.

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Wireless Healthcare Technology Personalization 92

Fonolo

JUNE 5, 2019

Big question: How should text-based communication work alongside voice for customer service? In the dark ages, the only answer to this was email, in its own silo, and a call center, in its own silo. Then real-time chat came along. And then messaging, powered by massive platforms like Facebook and WhatsApp, made an appearance. Meanwhile, driving in its own lane, is good ‘ol SMS.

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Bright Pattern

JUNE 5, 2019

No Provider, No Problem. Four years ago, Pommie Lutchman, CEO of Ocular Technologies, was at a conference, contemplating a cloud-based CX software platform that would meet the demand in the 5–500 seat Southern African contact center market. He quickly realized that the landscape was barren—limited options with no vision or direction for the future. “When we initially looked for a cloud-based partner in Africa, there was nothing available on the entire continent…but it was such a brilliant soluti

Technology 74

Technology Contact Center Marketing 74

The Call Center School

JUNE 5, 2019

Workforce management in contact centers, with the aim of creating the best possible fit between the forecasted workload and the amount of employees scheduled, is constantly changing. With the advent of new support channels, the consequential shift in workload between channels, technological innovation and and a new generation at work, staffing departments need to constantly adjust to these new realities.

Contact Center 68

Contact Center Technology Management 68

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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

Eptica

JUNE 5, 2019

Date: Wednesday, June 5, 2019 Author: Steve Nattress - International Solutions Director Why Knowledge is power. Published on: June 05, 2019. Author: Steve Nattress - International Solutions Director Brands understand that today’s consumers demand more from the customer experience and customer service than in the past. People want to buy from companies they trust and those that make the whole buying experience easy, simple and smooth.

Best practices 66

Best practices Feedback Chatbots Self service 66

C3Centricity

JUNE 5, 2019

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.

Advertising 63

Advertising Metrics Marketing Customer centricity 63

Kristina Evey

JUNE 5, 2019

Hi everyone – today is throwback tuesday. This is an oldie but extremely goodie interview I had back in 2009 … Read More Episode 52 – Loren Beck From Zappos Discusses Culture. The post Episode 52 – Loren Beck From Zappos Discusses Culture appeared first on Kristina Evey.

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Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. Confident, happy, and proud employees are going to serve customers with pleasurable experiences ensuring that they return soon and make future purchases. It is essential to focus on employee satisfaction. .

Customer Experience 60

Customer Experience outsourcing Call Center Answering services 60

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

NICE inContact

JUNE 5, 2019

“Hey, Mrs. Comer, this is Sally from Dr. Jones’ office. Just calling to let you know your results came back and your levels are too high. Have a nice day!”. What if you got a message like this from your doctor’s office after anxiously awaiting test results? Personally, I would think “Ok, my levels are high. What should I do to correct them? Can I take medication for it?

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

Interactions

JUNE 5, 2019

Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. It’s no question you should be looking to invest in it too, but customer experience can be a multifaceted and complicated journey and it’s challenging to know where to start.

Journey mapping 54

Journey mapping Best practices Customer Experience Customer Care 54

Webtext

JUNE 5, 2019

Norristown, PA & Galway, Ireland, June 5, 2019 /PRNewswire/ – WEBTEXT, a leading provider of enterprise messaging, today announced the availability of Voice Agent Messaging in a Five9 contact center. This patent protected Webtext solution enables a contact center voice agent to send secure SMS messages, including URL links, to cell phone callers during or […].

Contact Center 58

Contact Center Enterprise 58

Uniphore

JUNE 5, 2019

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual, digital and face-to-face. Read More.

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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

kommunicate

JUNE 5, 2019

Our team is working hard each and every day to bring the best customer support software experience to you. This time we have done a lot of improvements in our web app and released new versions of mobile SDKs and Agent Apps. If you have missed April release updates, read here. Web App Welcome messages [.]. The post Here’s What’s New from May 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

Customer Support 53

Customer Support 53

Strategic Contact

JUNE 5, 2019

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children comes to mind when thinking about omnichannel (OC). It’s not new, or untried, but it is still an elusive goal for most centers. Some OC efforts have been held back by the low volume of new channels. But.

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CX Journey

JUNE 5, 2019

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on October 18, 2018. I've made some slight modifications since then, as it turned into a two-part series. The good news is that you've embarked on a customer experience transformation journey. The bad news is that you don't think your organization has evolved as much as you'd hoped it would by now.

Customer centricity 54

Customer centricity Sales Customer Experience Enterprise 54

Talkdesk

JUNE 5, 2019

Whether in my hometown or off on vacation, ridesharing services provide such a convenience for travel, especially in a busy city like San Francisco where Talkdesk is headquartered. Despite available street parking or parking garages, driving into San Francisco can become annoying with all the traffic, a hassle with the parking meter time limits, or expensive with the parking garage prices.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

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!

Feedback

ForeSee

JUNE 5, 2019

Verint ForeSee Brings Focus to Big-Impact VoC Strategies Unique to Your Business There’s a lot of talk about complexity in customer experience: The journey is fragmented, digital is upending everything,

Best practices 45

Best practices Customer Experience 45

Up Your Service

JUNE 5, 2019

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. This is the link to watch Challenge 1: Challenge 1: Setting Effective Service Standards.

Customer Experience 45

Customer Experience Customer Service 45

Calabrio

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Contact Center 40

Contact Center Chatbots Self service Marketing 40

Certified Languages International

JUNE 5, 2019

At CLI, we see non-discrimination laws like Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) of 1990, and Section 1557 of the Affordable Care Act (ACA) as necessary protections to ensure every person has access to the basic services that many people take for granted. Equitable access to high-quality healthcare, in particular, is a human right — regardless of what language you speak or where you come from.

Wireless 40

Wireless Healthcare Technology Personalization 40

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

Up Your Service

JUNE 5, 2019

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the second challenge, Shifting from Service Process to Customer Experience. This is the link to watch Challenge 1: Challenge 1: Setting Effective Service Standards.

Customer Experience 40

Customer Experience Customer Service 40

Help Scout

JUNE 5, 2019

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Use private Docs sites in Beacon. Got a knowledge base that should only be accessible to certain people? Now you can create Docs sites that can only be found and viewed through a Beacon. Put that Beacon behind any password-protected area on your website and you’ll be all set.

APIs 40

APIs Self service Service level Personalization 40

NobelBiz

JUNE 5, 2019

by Karl Walder | EVP of Innovations | 6/5/19 Direct and implied permission is the foundation for building trust in your communication. Registering your numbers with the carrier ecosystem ensures your legitimacy. By using our telco services, it allows you to purchase and register your phone numbers when they are provisioned on our [ ] The post How Does a Legitimate Business Keep Their Contact Rates Up?

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