Playvox

AUGUST 19, 2019

A solid coaching strategy helps your customer service team perform at its best — and that’s fundamental for any successful business.

Coaching 42

Coaching Customer Service Management 42

Ambs Call Center

AUGUST 19, 2019

Modern telephone answering services charge by the minute. It's the most fair and accurate way to account for the work they do for you. In the answering service industry, this is known as work time. Think of them as your staff on demand where you are only paying someone when they are actually working.

Answering services 40

Answering services Accountability 40

Talkdesk

AUGUST 19, 2019

Digital transformation creates a bright future for progressive companies moving to cloud contact centers. Cloud contact center is not the future, it’s now, it’s here to stay and it’s the best first step in the digital transformation journey. But, which version of “the cloud” is best for you and your organization? Here we will cover the hybrid cloud: merging the public cloud and private cloud models.

Contact Center 40

Contact Center Cloud contact contact center solutions 40

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Journey mapping 345

Journey mapping Metrics Telecommunications Sales 345

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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.

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?

Customer Service 291

Customer Service Chatbots Contact Center Metrics 291

Myra Golden Media

AUGUST 19, 2019

Every week I set aside three uninterrupted hours to work on me. In this “Strategic Block,” a term coined in the book “12 Week Year,” I don’t allow emails, calls, or meetings, and no regular business tasks. I focus solely on personal or professional development. Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too.

Personalization 197

Personalization Customer Experience 197

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.

Journey mapping 182

Journey mapping Metrics Telecommunications Sales 182

Steve DiGioia

AUGUST 19, 2019

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.

Customer Service 184

Customer Service 184

TechSee

AUGUST 19, 2019

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots. For contact centers, key AI applications include workflow automation and agent decision support. What all these systems have in common is their reliance on accurate, actionable data and robust models.

Customer Service 111

Customer Service Chatbots B2C Contact Center 111

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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

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Ameyo

AUGUST 19, 2019

With Harambee (“Let us all pull together”) as its motto, Kenya has seen significant changes in the past decade or so which has been the driving force for its economic, social development and sustained growth. The African enterprises have not been left untouched from these reforms. Digitization and digital initiatives have become a priority of … Kenya – The New Call Center Capital?

Call Center 75

Call Center Enterprise call center software Management 75

Outsource Consultants

AUGUST 19, 2019

Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . That’s why – more and more – businesses look to Caribbean BPO locations for the best of both worlds. Jamaica is no exception. Most people think of tropical drinks and sandy beaches in Jamaica – maybe bobsledding too. . But beyond the stereotypical and cultural cliches, Jamaica is home to a growing business infrastructure filled with amenities, both professional and person

outsourcing 64

outsourcing Telecommunications Call Center Government 64

Teresa Allen

AUGUST 19, 2019

​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today's article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2. Engage Employees Who Will Engage Customers 3. Be Millennial Savvy 4.

Sales 59

Sales Customer Service Management 59

Ameyo

AUGUST 19, 2019

Businesses need a straightforward metrics-driven framework to run effectively. Clarity on what is happening on the floor and what actionable are pending to be taken helps create a productive plan of action. Operation heads need a quantitative structure that helps them stay proactive and plan a step ahead of demands. They need regular notifications/alerts, customizable … Never Miss on a Customer with Call Center Dashboards and Monitoring Tools Read More » The post Never Miss on a Custo

Call Center 61

Call Center Metrics call center software 61

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

AUGUST 19, 2019

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Benchmark 55

Benchmark Contact Center Best practices Enterprise 55

CallSource Insights

AUGUST 19, 2019

CallSource, the provider of insightful data and actionable analytics, now provides in-dealership & phone coaching so you can set more appointments and sell more cars. Westlake Village, CA – August 19, 2019. CallSource, the inventor of call tracking and a leader in providing actionable solutions to the automotive industry, is pleased to announce the launch of Own-Set-Close Automotive Phrases & Skills Coaching.

Automotive 58

Automotive Coaching CRM Sales 58

NICE inContact

AUGUST 19, 2019

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Benchmark 54

Benchmark Contact Center Best practices Enterprise 54

Pipkins

AUGUST 19, 2019

I got a chuckle out of seeing Vermont’s definition of a “large” employer for purposes of their new sick leave law – a company with six or more employees. I suppose in Vermont chihuahuas are large dogs, Smart cars are large automobiles, and a family with an only child becomes a large family. Vermont is not alone as another wave of new state and local regulations are moving across the country.

Management 58

Management Marketing Personalization 58

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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

Cyara

AUGUST 19, 2019

In my last blog post , I focused on how Cyara Accelerator helps companies accelerate their migration to Amazon Connect by automatically documenting existing IVR applications, and automatically generating call flows in Amazon Connect. By automating the process of generating a baseline IVR, brands can get their new system up and running much faster.

Call flow 52

Call flow Interactive Voice Response Contact Center Call Center 52

Teresa Allen

AUGUST 19, 2019

​My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today's article focuses on Step ONE. Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1. Meet & Exceed Customer Expectations 2. Engage Employees Who Will Engage Customers 3. Be Millennial Savvy 4.

Sales 62

Sales Customer Service Management 62

VocalCom

AUGUST 19, 2019

For immediate assistance, live chat remains a preferred customer channel. According to Customer Think, 92% of customers are satisfied using live chat as compared to other communication channels. From offering customers quick, convenient responses to enabling personalized communications, this channel should be a priority for every brand’s customer service.

Contact center software 48

Contact center software Construction Analytics Contact Center 48

Topdown

AUGUST 19, 2019

As you sharpen your focus on adopting new technologies with the promise of reaching more customers, the basic customer communications management (CCM) principles remain the same: the content you create as a business entity needs to speak directly and meaningfully to your customers.

Technology 48

Technology Management Customer Experience 48

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

Andrew Mcfarland

AUGUST 19, 2019

Recently, I’ve been reflecting on how leaders act when faced with stressful situations. The natural reaction of a strong leader is to take charge, bounding from problem to problem offering expertise, opinions, and action items. Counter-intuitively, the exact opposite is.

Employee engagement 48

Employee engagement 48

Integrity Solutions

AUGUST 19, 2019

In a complex, highly competitive marketplace, bank leaders and managers who make it a priority to create a culture that is built around understanding what the customer needs and values—and the mindset necessary to deliver on it—will have the advantage. Part 1 in a new blog series. By Donna Horrigan. Leaders at top-performing banks know that being able to win new customers and retain profitable relationships is essential to growing market share and increasing shareholder value.

Banking 50

Banking Customer centricity Technology Customer Experience 50

Ambs Call Center

AUGUST 19, 2019

The telephone answering service industry does a great job at confusing the heck out of you when it comes to answering service pricing. You think a minute is really a just a minute? Nope. It would make sense that a call is just a call too, right? Not even close.

Answering services 41

Answering services 41

Quiq

AUGUST 19, 2019

Share This Story. Business SMS/text messaging is the fast, convenient, and preferred way for customers to engage with you. According to research, “mobile messaging the communications channel with the highest anticipated growth.” Done correctly, messaging is a powerful tool to help consumers connect with businesses – especially when it comes to customer service.

Best practices 40

Best practices Customer Service Customer Support Contact Center 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

CSM Magazine

AUGUST 19, 2019

Week in, week out it seems we read about another retailer that has bitten the dust. High streets are becoming emptier – with 10% of shops empty, and even major stores like Debenhams, Marks and Spencer and House of Fraser closing locations, can UK high streets survive? eCommerce is often blamed for the downturn of the high street. Lower overheads mean that eCommerce retailers can provide lower prices for customers – and who hasn’t seen an item while shopping and then searched for a better price o

Multichannel 40

Multichannel Technology Sales Service level 40

Spearline

AUGUST 19, 2019

Have you ever had a jumbled up conversation, where you and your friend are saying two completely different things, crossing over and having the most incoherent discussion? A little bit frustrating, isn't it? This is a widespread problem when it comes to calls online. Pieces of conversation getting mixed up, coming through in parts like a bad game of scrabble, can easily frustrate a customer, impacting the quality of the interaction.

voip 40

voip Wireless Telecommunications Contact Center 40

CallSource Insights

AUGUST 19, 2019

CallSource, the provider of insightful data and actionable analytics, now provides in-dealership & phone coaching so you can set more appointments and sell more cars. Westlake Village, CA – August 19, 2019. CallSource, the inventor of call tracking and a leader in providing actionable solutions to the automotive industry, is pleased to announce the launch of Own-Set-Close Automotive Phrases & Skills Coaching.

Automotive 40

Automotive Coaching CRM Sales 40