Wed.Jul 18, 2018

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Inside View: Adriana Thompson, Buildasign.com

Contact Center Pipeline

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at BuildASign.com, an online […].

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5 Tangible Benefits only a Call Center can offer the ISP Industry

OctopusTech

The history of ISP or internet service providers might not be that old (a couple of decades actually) but its ever-growing demand is simply outstanding. Though ISP industry bears some close resemblance to the telecommunication sector, it still has got its own set of rules to follow and learn from customer expectations all while working in close proximity with ever-changing government regulations.

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The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

ijgolding

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time.

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The More You Give the More You Get

ShepHyken

There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get. So, is the act of giving truly an act of kindness, even if you know you’ll receive something back, and even if you don’t know exactly what it is? I think so, especially if the act of giving has no strings attached – even if giving more means you get more, then it truly is an act of kindness.

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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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Do You Know What Makes Your Customers Tick, and What Ticks Them Off?

Aspect

When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request. More importantly, when was the last time you solicited feedback from your custom. ers, and what level of input do have you actually received?

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New Gartner Report Highlights Top Knowledge Management Systems

Mindtouch

If the latest CRM Vendor Guide from Gartner is any indication, the business value of scalable knowledge management systems is rapidly expanding. Use cases, too. From marketing, sales, and commerce to analytics and call center infrastructure, the creation and delivery of knowledge can create lower effort customer service experiences for internal and external customers alike.

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Striking the balance between humans and AI in CX

Eptica

Date: Wednesday, July 18, 2018 Author: Neil Cox - Account Manager Striking the balance between humans and AI in CX. Published on: July 18, 2018. Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. And by 2022, 72% of interactions will involve an emerging technology such as machine-learning, chatbots or mobile messaging - up from 11% in 2017.

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How to Build a Persona for your IVA

Interactions

JULY 18, 2018 There are a lot of considerations that. Read more » The post How to Build a Persona for your IVA appeared first on Interactions Resource Center.

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Customer Support + Customer Success: Working Together to Increase Customer Satisfaction, Retention, and Growth

Totango

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

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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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4 ways to walk the brand talk: aligning promises and experiences

CX Advantage Walker

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align. Continue reading.

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Three Steps to More Effective Quality Management

Monet Software

0. false. 18 pt. 18 pt. 0. 0. false. false. false. If your contact center is already recording calls and monitoring calls, then you are two-thirds of the way toward an effective quality management program. Aligning these efforts toward specific performance goals will keep service from sagging. The objective is to measure agent performance, and initiate changes in training or procedures as needed to boost customer service.

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4 ways to walk the brand talk: aligning promises and experiences

CX Advantage Walker

In our recent CX Leader podcast episode, Don’t let your brand make false promises, Steve Walker and I revisit the importance of aligning brand promises with actual customer experiences. We talk about what stuck with us from the webcast, make Peter Dixon‘s ears burn, and call out more evidence of how the momentum to align. Continue reading.

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PPT Solutions Recognized as a Great Place to Work

ppt solutions

TULSA, OKLAHOMA, July 18, 2018 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, was certified as a great workplace by the independent analysts at Great Place to Work®. PPT Solutions earned this credential based on extensive ratings provided. The post PPT Solutions Recognized as a Great Place to Work appeared first on PPT Solutions.

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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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Three Ways a CX Mindset can Power Your Loyalty Marketing Program

inmoment

In my last post , I discussed the expanding role of the CMO from steward of the brand to caretaker of the end-to-end customer relationship. While this transition has been recognized by various studies, it has been especially evident in my own experience as Chief Marketing Officer at InMoment. In fact, my position gives me an even more interesting and unique perspective: I have a front row seat to new developments in the marketing world and to the evolution of the customer experience (CX) industr

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How to Use KCS to Optimize workflow

Unymira

Knowledge-Centered Service (KCS) is a methodology based on how to manage and create knowledge effectively to support your key business processes. When implemented successfully, KCS helps with your operational efficiency, self-service success and organizational learning and improvement.

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When the Headline is You: How to Handle a PR Crisis

24-7 InTouch

In an age where social media posts can go viral within an hour, no brand is safe from a PR crisis. The role of the contact center is critical in ensuring that your brand message is consistently communicated across all channels and between your public relations team, marketing department, and your end customers.

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How to Foster Inclusivity at Your Company

Help Scout

Think about a time in your life when you felt most included. What was going on, and how did it feel? Now take a minute and think about a time in your life when you felt excluded. What was going on there, and how did that feel? Everyone wants to feel included. We all want to feel safe. We all want to have that power. Some of us have more power than others, but as individuals, we can take a number of thoughtful actions that add up to create a better, more inclusive and inviting culture.

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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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Getting to the “Why” of CX Design: Measuring Effort to Drive Change

Clarabridge

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. In his presentation which has been viewed online over 39 million times, he argues that “why” is a more compelling and powerful question than “what.” He frames his argument by describing why and how certain CEOs, politicians, civic leaders and inventors were more successful than others.

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Corporate Culture and the Bottom Line

CX Journey

Image courtesy of Pixabay Is there a linkage between corporate culture and the bottom line? In a nutshell. yes. Corporate culture is linked to so many business decisions and business outcomes. You might be surprised! Today's post is a follow-on to last week's post, A Fish Rots from the Head Down , in which I wrote about the need for company leadership to model the behaviors they want to see from their employees in order to transform, inspire, and drive the company's intended culture.

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What Are the Top CX Metrics for Improving Your Contact Center? [Webinar]

Fonolo

The ability to resolve an inquiry in one contact, regardless of the contact channel used by customers, is a major challenge for organizations, and critical in providing a great customer experience (CX). In fact, SQM’s research shows that 93% of customers using the call center channel, and 72% of customers using the website channel, expect that they will be able to resolve their inquiry in one contact.

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Importance of Network Security: Part One

Revation Systems

As today’s tech-savvy world expands with new programs and devices, securing the data that flows through networks is increasingly important for every organization. At Revation, security has always been a priority not only to our company, but to the customers who rely on our unified communications (UC) solution. While all businesses in the UC space value network security as a means for protecting the sensitive data of their customers, security rarely appears first and foremost at the root of every

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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.

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Changing Times: A Q&A with the NYT

C Space

Changing Times: A Q&A with the NYT. How are The New York Times changing the newsroom to meet the challenges of the future? Jodi Rudoren, Associate Managing Editor of The New York Times joins the Outside In podcast with C Space CEO Charles Trevail to talk fake news, readership, artificial intelligence, and more. Tweet. Dan Sills. Associate Director at C Space.