ProProfs Blog

JANUARY 4, 2019

Remember that customer who bought your product 5 months ago? And, how about that customer that gave you lots of referrals last year? Like any other business, you may have a solid base of existing customers. However, there are times when you may not interact with them for months or even years! That’s when you need to ponder, “ Can my business sustain for long without interacting with existing customers?

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Feedback Surveys Customer retention Personalization 90

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Studies show that businesses that provide a positive experience to their buyers positively impact their profitability.

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Customer Service Calibration Feedback Sales 194

Global Response

JANUARY 4, 2019

Some call center representatives are getting an intelligent assist at Global Response as they email and chat with customers. Artificial intelligence (AI) applications are digesting data and developing chat and email responses. more. The post Artificial intelligence assisting call center agents with email, chat appeared first on Global Response.

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Myra Golden Media

JANUARY 4, 2019

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Foreseeable – Your expectations must be clear, so no one is surprised.

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Coaching Construction Feedback Contact Center 168

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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.

Contact Center Pipeline

JANUARY 4, 2019

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue! We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […].

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OrecX

JANUARY 4, 2019

It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need. To take advantage of some of these report ideas, you need to integrate (easily with an open API) a third-party speech analytics solution with your call recorder.

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APIs Analytics Best practices Contact Center 80

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.

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Customer centricity SaaS Marketing Enterprise 79

Influitive

JANUARY 4, 2019

Want to keep your best advocates motivated to engage with your community and promote your brand? The incentives you offer in your advocate community are vital to keeping motivation high. But not all rewards are created equal. Generic gift cards aren’t always the answer. Rather, you need meaningful and memorable rewards to recognize your advocates.

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Marketing 82

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. By Donna Fluss. View this document on the publisher’s website. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings.

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Self service Interactive Voice Response Best practices Consulting 69

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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

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

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SaaS Chief Customer Officer Education Consulting 73

Concentrix

JANUARY 4, 2019

Capitalize on social media for brand building, sales, and customer service. The post Social Media Dominates Customers’ Online Activities appeared first on Concentrix.

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Sales Customer Service Automotive Banking 70

DMG Consulting

JANUARY 4, 2019

Smarter Bots Mean Greater Innovation, Productivity, and Value. By Donna Fluss. View this document on the publisher’s website. The bots are marching in, a trend that is going to continue at an increasing pace as the use cases for robotics expand to address opportunities throughout organizations. Automation and artificial intelligence (AI) are allowing companies to re-imagine and re-invest in all aspects of their businesses, including their employees.

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Analytics Contact Center Consulting Consulting 67

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. You know this. But, knowing something and doing something to make it happen are two different things. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

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B2B Personalization Customer Support B2C 56

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

DMG Consulting

JANUARY 4, 2019

Welcome to 2019! 2019 is looking to be a year filled with great innovation and practical applications for contact centers. Artificial intelligence (AI) and automation will be the driving forces behind much of the innovation and transformation that is anticipated during the year. It’s a year in which the number of contact center seats worldwide is expected to remain flat as assisted and unassisted automation replaces the need for some agents.

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Analytics Contact Center Finance Self service 59

Concentrix

JANUARY 4, 2019

Who is Concentrix? We can’t wait to show you. The post Corporate Fact Sheet appeared first on Concentrix.

Automotive 69

Automotive Banking Healthcare Technology 69

NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact centers, a lot was riding on its choice of a vendor.

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Contact Center Service level Sales Management 48

Concentrix

JANUARY 4, 2019

Learn how "transformational" technologies can truly transform your contact center. The post AI and Beyond: Taking Technology from Hype to Execution appeared first on Concentrix.

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Technology Contact Center 48

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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

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Concentrix

JANUARY 4, 2019

Increase retention by building those ever-crucial connections that Millennials crave in the workplace. The post Connection Is the Glue that Inspires Employees to Stay appeared first on Concentrix.

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ForeSee

JANUARY 4, 2019

We built CX Suite to help our clients achieve digital CX leadership through three vital capabilities: Listening across all experiences Collecting the right data in a reliable way Acting wisely.

Best practices 45

Best practices 45

Concentrix

JANUARY 4, 2019

Concentrix confirms the previously announced acquisition of Convergys has officially closed and the integration with Concentrix has begun. The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix.

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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

Connect

JANUARY 4, 2019

The lowest cost of delivery is no longer the best approach to customer service. Today, the focus has shifted towards providing an engaging customer experience that helps the customer to solve their problem on their first interaction — however long that takes.

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Customer Experience Chatbots Customer Service 42

Concentrix

JANUARY 4, 2019

Increase retention by building those ever-crucial connections that Millennials crave in the workplace.

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Waterfield Technologies

JANUARY 4, 2019

Serving customers across numerous channels in contact centers with innovative solutions are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated […]. The post Some Pointers You Can Use to Enhance the Customer Experience appeared first on Waterfield Technologies.

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Customer Experience Contact Center Technology Interactive Voice Response 40

Concentrix

JANUARY 4, 2019

Human assistance, enhanced with automation, improves experience. The post Intelligent Automation: How Will You Keep Pace? appeared first on Concentrix.

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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

Genroe

JANUARY 4, 2019

It’s been a busy six months. You’ve rolled out a best practice transactional customer feedback process using Net Promoter Score® as your KPI of choice. The whole thing is going great with customer feedback comments flooding in. You’re driving tactical service recovery processes and starting to look at strategic customer experience changes. Then it hits […].

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Feedback Best practices Customer Experience 40

Concentrix

JANUARY 4, 2019

Learn how to deliver innovative multimodal self-service solutions. The post Concentrix Intelligent Virtual Assistant appeared first on Concentrix.

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Self service 48

Waterfield Technologies

JANUARY 4, 2019

Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, […]. The post 5 Tips on How to Make the Customer Experience Better appeared first on Waterfield Technologies.

Customer Experience 40

Customer Experience Contact Center Technology Interactive Voice Response 40