Thu.Oct 31, 2019

article thumbnail

Poor Customer Service Scares Your Customers Off Faster than Ghosts and Ghouls: 7 Stats that Prove It

SharpenCX

What has the potential to ruin a person’s entire day, costs companies trillions in lost revenue, and lurks in the shadows and darkest corners of contact centers? The spooky, scary ghost of poor customer service past. Bad customer service haunts your contact center and looms over the shoulders of agents as they handle yet another angry customer. Its stench lingers in the atmosphere creating wide-spread fear of missed metrics and churning customers.

article thumbnail

13 Scary Good KPIs for your Contact Center this Halloween

Talkdesk

Hey, it’s Halloween! Assessing a contact center’s effectiveness and efficiency can leave you without a “trick or treat” option, so Talkdesk has 13 scary-good Key Performance Indicators (KPIs) to keep an eye out for this Halloween and beyond. Let’s carve together the big pumpkin that is your contact center metrics. 1. Average Abandonment Rate The percentage of customers who hang up before reaching an agent.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

5 Lessons Businesses Can Learn From Spirit Halloween Stores

VirtualPBX

As brick and mortar retailers close stores throughout the U.S., Spirit Halloween Stores continue onward and upward. Since 1983, Spirit has grown to more than 1,300 stores across the U.S. and Canada. What’s the key to its staying power throughout the “retail apocalypse” that’s claimed major retailers like Sears and Toys-R-Us? Here are 5 lessons your business can learn from Spirit. 5 Lessons Your Business Can Learn From Spirit.

article thumbnail

Halloween Horrors: Monsters that Cause Call Center Attrition

TechSee

The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween. As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. No trick or treating.

article thumbnail

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

article thumbnail

?? How long it takes for candymakers to get Halloween-ready

Branch Mesenger

Happy Shiftoween! This edition of Shifto highlights the news that will answer burning questions including how long does it really take for candymakers to get ready for Halloween? How many employees does UPS aim to hire this year? How much Starbucks’ same-store sales have increased? And ICYMI, we have the scoop on Mastercard Accelerate and Branch CEO’s segment with Digital Trends Live. ??

Sales 48

More Trending

article thumbnail

Top 5 Posts in October

Contact Center Pipeline

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Welcome to our Top 5 most-read blog posts in October! KISS Method: “Keep it Simple with Speech” Speech analytics has gone […].

Analytics 100
article thumbnail

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.

article thumbnail

How customer feedback fuels our innovation

Customercount

At CustomerCount, we value our client feedback so much that we use it to guide our innovations and enhancements including text analytics and gamification Continue reading → The post How customer feedback fuels our innovation appeared first on CustomerCount.

article thumbnail

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

What is Customer Satisfaction Score (CSAT) and How is it Measured?

Advantage Communications

Today’s business world is highly competitive. No matter what industry your business is in, or whether it’s a start-up or enterprise , it’s highly likely that you will be competing with a large number of companies selling similar products or services. The only way to stand out from the crowd is to create a world-class customer experience (CX) that focuses on customer satisfaction.

article thumbnail

Performance Management and the Power of Positive Psychology in the Contact Center

NICE inContact

For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents – like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the zone.” In positive psychology it is known as “flow.

article thumbnail

How to Prepare Your Call Center For Spikes in Call Volume: Credit Unions

Fonolo

Credit unions’ commitment to serving their members is reflected in their healthy growth: these financial institutions now count more than 110 million people as members and hold deposits totaling $1.1 trillion. When a growing sector builds its reputation on customer service, customers themselves can feel the strain of growth when that reputation is no longer met or exceeded.

article thumbnail

How to Ace Your DIY Customer Satisfaction Survey

Interaction Metrics

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, you may want to hit pause and think your DIY strategy through. With a DIY Customer Satisfaction Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Surveys 48
article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

Just Announced: Best of ACE 2019 Webinar Series

Aspect

You wanted the best, you got the best! The hottest web series in the world! If you were at ACE 2019 in Las Vegas you already know the breakout sessions were one of the highlights of the week. If you were unable to attend ACE 2019 or missed a few breakouts, you’re in luck! Introducing the Best of ACE 2019 Webinar series. We’re bringing our most popular?

article thumbnail

How to Implement a Voice of the Customer Program

Interactions

Today, customers are at the center of every decision a company makes. Therefore, companies must be in sync with their customers’ wants and needs. So, how can you find out what your customers are thinking and what they want? Jump into their shoes and walk with them through their journey with a Voice of the Customer (VoC) program. A VoC program captures customer feedback on a particular product or service.

article thumbnail

4 Automation Strategies to Earn Your Customer’s Loyalty

LiveChat

We live in a culture of instant gratification, and consumers expect a fast and convenient customer experience from brands 24/7/365. So, the ability to deliver an outstanding and unique customer experience is key to effective customer acquisition and retention. It is a fact that 80% of US shoppers rank speed, convenience, and knowledgeable support as the most important elements in customer experience.

article thumbnail

Home-grown Charlotte data analytics company announces 200 jobs and multi-million-dollar expansion

Stratifyd

Estimated reading time: 2 minutes. CHARLOTTE, N.C. (Oct. 31, 2019) – The City of Charlotte and Mecklenburg County announced today that Stratifyd, a tech start-up founded in Charlotte in 2015, will expand its presence by adding at least 200 jobs to its current workforce and moving to a new 30,000 square-foot office located within an opportunity zone in the FreeMoreWest neighborhood.

article thumbnail

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!

article thumbnail

Is AR Chat the New Retail Battleground?

Quiq

Share This Story. Augmented reality or AR has been growing in popularity and has continued to evolve, even since the days of Google Glass and Pokémon Go. Technology has progressed enough to make AR available on mobile phones and ripe for commerce. Retailers are taking advantage of the popularity of messaging to offer conversational commerce to consumers.

Sales 43
article thumbnail

Revolutionizing the Call Center

Vcaretec

Drabby. Sweatshop. Exhausting. Boring. These are all words I had associated with call centers. My experience with call centers had been limited to visiting a friend at the call center she worked in during high school. The office interior was dull and grey, the cubicle desks the reps worked at were small and cramped and the design of the space was grey and dreary.

article thumbnail

The Only Statistical Analyses You Need to Use On Customer Feedback Data

Genroe

Statistical analysis is a big, complex and fascinating area of study. Okay, okay maybe it’s not fascinating for everyone and I can already hear a few yawns at the back of the room. But the good news is if you are analyzing customer survey feedback there are just a few key tools that you need […]. The post The Only Statistical Analyses You Need to Use On Customer Feedback Data appeared first on Genroe.

article thumbnail

Esports 2.0: It’s Time to Pay Attention

Maru Group

When we talk about gaming in 2019, we’re talking about a nuanced and expansive world of opportunity for brands. Today’s games come in many categories such as player-versus-player (PvP), first-person shooter, real-time strategy, multiplayer online battle arena (MOBA), and massive multiplayer online role-playing games (MMORPG), just to name a few. With the advent of Twitch , Cheddar , Mixer , and many more, a distinct and exciting culture has developed not just around gaming, but also around Espor

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

Proactive Change – Good for the User Experience

Waterfield Technologies

Remaining complacent during this time of disruptive change in customer experience is not the best way to sustain your business’s success and vitality. Out of date back office systems and […]. The post Proactive Change – Good for the User Experience appeared first on Waterfield Technologies.

article thumbnail

Vonage Analyst Event - Quick Take and Pix

Jon Arnold

Another week, another trip to San Francisco, and another conference. This was my third trip to SF this month, and am glad to be staying put for a couple of weeks now. The trip was definitely worthwhile, and as good as last year’s Vonage analyst event was, this one was even better. As has been my pattern lately, I’m just going to post some photos now, and will follow up soon with a post or two with my takeaways.

article thumbnail

Is AR Chat the New Retail Battleground?

Quiq

Share This Story. Augmented reality or AR has been growing in popularity and has continued to evolve, even since the days of Google Glass and Pokémon Go. Technology has progressed enough to make AR available on mobile phones and ripe for commerce. Retailers are taking advantage of the popularity of messaging to offer conversational commerce to consumers.

Sales 40
article thumbnail

How contact centres monitor their telecoms networks to reduce customer churn

Spearline

Contact centres face issues like latency and jitter every day without even knowing it’s happening. To combat this, tens of thousands of tests are carried out per day through routes in over 67 countries to ensure phone lines are working. Matthew Lawlor, Co-Founder, and CTO at Spearline, explains how. Contact centres receive thousands of calls every day.

article thumbnail

Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

article thumbnail

Why Freemium Works - Our Latest Podcast

Jon Arnold

My newsletter subscribers get access to our podcasts right away, and then I post them publicly a few weeks later. If you’re not familiar with this, our podcast series is called Watch This Space , and I do these in tandem with long-time colleague Chris Fine. For the latest one, we built off some highlights from Mary Meeker’s latest Internet Trends report to talk about the success of freemium models in the collaboration space.

40
article thumbnail

Improving the Language You Use With Customers

ChaseData

The way you speak to your customers is the backbone of how your business functions. When it comes to customer interaction, the call center relies almost exclusively on conversations. The language you use with your consumers - whether they are callers in an inbound center or clients in an outbound calling facility - can make all the difference in how you are received.

article thumbnail

Here’s What’s New from October 2019 | Kommunicate Product Updates

kommunicate

In the month of October, we have added some new cool features and released the latest version of Mobile SDKs and Agent app. If you have missed September release updates, read here. Web App Sound notification: Now you can grab the attention of visitors as we added a sound notification for pre-chat popup animation. Closing button: [.]. The post Here’s What’s New from October 2019 | Kommunicate Product Updates appeared first on Kommunicate Blog.

40