Thu.Apr 18, 2019

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5 ways to cut costs in your contact center

InTheChat

Contact center efficiency is always a top concern for contact centers, looking to handle ever-increasing contact volume without burning out already stressed agents. In the past, we’ve talked about improving customer experience benchmarks, and the baseline benchmarks that companies. The post 5 ways to cut costs in your contact center appeared first on InTheChat.

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How to Make Your Contact Center Digital Transformation a Success

Contact Center Pipeline

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. The following are the questions and answers regarding their lessons learned. MIKE AOKI: What was your past experience regarding contact center digital transformations?

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Report: Why Retail Customer Service is Dropping

Toister Performance Solutions

A new report from the American Customer Satisfaction Index shows a drop in retail customer satisfaction. From department stores like Nordstrom to specialty stores like Bed Bath & Beyond, customers are less happy than they were a year ago. How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high?

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Why Too Many Choices Can Be Killing Your Bottom Line

Beyond Philosophy

If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing. Of course, too little choice is not great either. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience.

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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

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Fall in Love With Your Customer’s Pain Points - Not With Your Solutions

McorpCX

It’s human nature to fall in love with your solutions. it’s also one a common pitfall for business leaders, entrepreneurs and those responsible for improving customer experiences.

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Forward a Call via Voice Proxy with ASP.NET Core

Nexmo

This is the fifth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to handle user input with ASP.NET Core. Nowadays, we use a lot of apps and services that require us to communicate with another party, usually a stranger, via phone calls or messages. Think about food delivery or taxi booking apps. One way to protect both parties is to mask their phone numbers by using an intermediary number.

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Grow Customer Relationships: Strategies for Long-Term Success

Totango

The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time.

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Forward a Call via Voice Proxy with ASP.NET Core

Nexmo

This is the fifth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to handle user input with ASP.NET Core. Nowadays, we use a lot of apps and services that require us to communicate with another party, usually a stranger, via phone calls or messages. Think about food delivery or taxi booking apps. One way to protect both parties is to mask their phone numbers by using an intermediary number.

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Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.

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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.

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Curious How Analytics Can Impact Your Quality Management?

NICE inContact

Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your organization? If you have a quality program in place and you’re still not getting the results you desire, using analytics can lead to valuable insights that make your quality program more precise and efficient—and that’s just the beginning. Research proves that gives organizations a leg up.

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Top Contact Center Events to Attend in 2019

Bright Pattern

We’re excited to be traveling across the United States once again as we attend and sponsor at some of the most incredible contact center events this year. Conferences are filled with relationship building, knowledge sharing, and ground-breaking technology. Check out our list of top contact center events to attend in 2019!

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Team Member Skills Highlight: Peter McKenzie

Call Experts

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. We realized that often times in any workplace, the people we see every day have interesting hobbies and skills that you never know about.

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Two Birds, One Stone: How to Reduce Contact Center Costs AND Improve Customer Service [Slideshare]

Fonolo

Call center executives are constantly under pressure to find cost-savings. Yet, according to the Harvard Business Review (HBR) , “acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The key takeaway is that you cannot skimp on customer service. So, how do you reduce costs while not damaging your customer service function?

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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.

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Q&A With Wiley’s Nicole Dingley: How To Nurture Your Customer Community To Fuel Your Entire Business

Influitive

Brands have known for a while how powerful building a customer community can be. But, there seems to be some confusion as to what “community” should mean and how to successfully manage one. So, we asked the experts. In the latest instalment of our Customer-Powered Enterprise webinar series, I had the chance to talk to. The post Q&A With Wiley’s Nicole Dingley: How To Nurture Your Customer Community To Fuel Your Entire Business appeared first on Influitive.

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How to Design Your Website for the Best Customer Experience

GetFeedback

Easy steps showing you how to design your website to be optimized for customer experience servicing and better support in general.

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Adding Contact Center Training into an Agents’ Daily Routine

ChaseData

Keeping your call center employees on task is perhaps one of the most important factors in creating a productive contact center environment. However, contact center training is also critically important to improving the performance of those employees, but how can you balance keeping your staff focused while providing ample opportunity for training in their schedule?

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Countdown to Empower 2019

Guru

We have entered the final countdown to Empower 2019. With only a few weeks left until the conference, the schedule has been set, sponsors are locked in, and attendees are registered. (Right?! If not, you know what to do: Register Now ).

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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!

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My Next Webinar - How AI is Reshaping Collaboration

Jon Arnold

It’s time for another Ziff Davis/Toolbox.com webinar, and this one largely builds off of AI-related takeaways from the recent Enterprise Connect event. Am seeing some common themes with AI, and there sure are some interesting developments that I’m going to distill for this webinar. Most of this pertains to enterprise collaboration, but I also want to touch on some customer care applications that showcase what’s possible now with AI.

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Different people value different things (gasp!)

Up Your Service

Heard on the Streets with Sean Brown. During 2018, I heard several service issues repeated in organizations across the United States, Canada, and Latin America. One common and concerning issue is differing service attitudes and mindsets of team members in different locations. I heard this concern as our clients and prospects spoke about their employees, branch locations, franchises, partners, and affiliates.

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Back To Basics — How To Talk To Your Customers

Education Services Group

There’s an old joke about a naval officer who sees a blip on the radar and gets on the radio to tell them to change course. The person on the other end of the radio refuses, telling the naval officer that he should change his course instead. Indignant, the captain of the ship takes the radio and says, “to the vessel at bearing 295, this is the captain of the USS Abraham Lincoln, a Nimitz-class aircraft carrier.

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CPQ Vendor Evaluation: Eight Factors to Consider

Cincom

What to Consider During a CPQ Vendor Evaluation Configure-price-quote (CPQ) software vendors come in all shapes and sizes. How do … Continue reading "CPQ Vendor Evaluation: Eight Factors to Consider". The post CPQ Vendor Evaluation: Eight Factors to Consider appeared first on Cincom Blog.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Cloud telephony is set to reach a value of US$42 billion by 2026

Spearline

As we’ve blogged about before, migrations to the cloud are well underway for contact centres worldwide. Projected growth of cloud telephony. Now, recent research by Transparency Market Research has confirmed the mass migration is set to continue, with cloud telephony forecast to grow at a compound annual growth rate of 17.2% between 2018 and 2026.

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Forrester Webinar: Connecting with Customers Through Messaging and Bots

Quiq

Today’s consumers’ expectations around engagement have driven companies to “up-level” their accessibility and responsiveness. In this on-demand webinar, Kate Leggett, Principal Analyst at Forrester Research joins Mike Parish, of Brinks Home Security, to discuss how to connect with customers through messaging and bots. As the leading expert on customer relationship management (CRM) and customer service strategies, Kate shares deep insights into the consumer behaviors that

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Eight Things to Evaluate in a CPQ Vendor

Cincom

Selecting the Right CPQ Vendor: What to Evaluate and How to Choose Think in terms of defining the best CPQ … Continue reading "Eight Things to Evaluate in a CPQ Vendor". The post Eight Things to Evaluate in a CPQ Vendor appeared first on Cincom Blog.

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Part 2 – Podcast featuring Kathleen Peterson

RapportBoost

Listen to Part 2 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices. The post Part 2 – Podcast featuring Kathleen Peterson appeared first on RapportBoost.AI.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Even freemium users deserve quality support: Here's how.

inSided

It’s a well-known business model in B2B SaaS and now it’s making headway in other industries too: the ‘freemium’ model. Not only has the freemium model changed the way B2C and B2B technology companies do business, but its very existence has a significant impact on your customer success and support, too.

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Segment and CustomerSuccessBox join hands to deliver customer success even faster

CustomerSuccessBox

Segment, leaders in synthesizing first-party customer data, and CustomerSuccessBox, an Outcome driven Customer Success platform for B2B SaaS, join hands to deliver desired outcomes. Eliminating all developer dependencies for customer success technology roll out. Over 19,000 companies use Segment as their central hub for collecting and synthesizing first-party customer data.

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Inflection Spotting

C Space

Inflection Spotting. There’s a good chance that you’re lost right now. Perhaps something changed on your path, and you’re unaware that you’re headed in the wrong direction. The thing about being lost is that you’re usually lost for some time before you know it. Tweet. Dan Sills. Associate Director at C Space. Dan Sills is the producer of Outside In , a podcast that explores changes in business and consumer behavior and where the two converge.