Outsource Consultants

JUNE 12, 2018

An article by Gautam Mahajan discusses customer value, and how the author feels there are often misconceptions about customer value. The following items provide a brief summation of these misconceptions: 1) Companies focus on key terms like “customer experience” or “customer journey” since they’re trendy, but they often don’t know how it relates to ROI. 2) Businesses assume that satisfaction is the main reason people buy from one company over the other, but Mahajan argues that it normally comes

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Myra Golden Media

JUNE 12, 2018

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It is so familiar to hear interactions like this: Last name? First name? Zip code? It’s undoubtedly efficient to ask customers questions in this manner. However, it’s not the friendliest approach. In this article, I’ll talk to you about instantly improving your ability to connect with customers and sound friendly by just speaking in complete sentences.

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ShepHyken

JUNE 12, 2018

Tools of the Trade: Learn the Tools Needed to Make a Great Customer Support Center. Discover the best tools and software to provide a great customer experience. Shep Hyken sits down with Jackie Gonzalez, Vice President of Operations at PATLive to discuss the best tools and methods for a customer support organization. ? ? ?. Top Takeaways: First, some background on PATLive.

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Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! See our day-by-day schedule of events during CCW below.

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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.

TechSee

JUNE 12, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on a user’s view of the real world– is revolutionizing the customer experience. Through new mobile technology, AR has emerged as an innovative tool that allows brands an almost unlimited opportunity to interact three-dimensionally with consumers on their mobile devices.

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Contact Center Pipeline

JUNE 12, 2018

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy. I hit as many sessions and vendors as I could, and heard some interesting things going on: 1. During the session titled, “My Button Says Less than 200 Agents: Challenges and […].

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Customer Guru

JUNE 12, 2018

A startup, a new emerging business model aiming to reach great heights in the marketplace with respect to any particular product or service, needs to create and retain customers. For any startup to succeed, what matters most is loyal customers. A loyal customer is one who enjoys the relationship with the company and loves its products and services. He not only uses the products himself but also recommends them to his family and friends.

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Feedback Customer retention Personalization Marketing 114

GetFeedback

JUNE 12, 2018

Today’s buyers expect personalized, 1:1 experiences tailored to their wants and needs. They’re inundated by marketing messages through digital ads, social media, and email, so only the most relevant campaigns capture their attention. The rest are at best ignored and at worst blocked. To cut through the noise, marketers need to know more about the people they’re marketing to.

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BlueOcean

JUNE 12, 2018

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the implementation phase – where collaboration is key – is what sets the tone for the duration of your strategic partnership.

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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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Cyara

JUNE 12, 2018

I founded McIntosh & Associates to help businesses improve their customer experience by improving the performance of their contact center. We apply a data-driven approach to identify opportunities for improving contact center performance, and customer satisfaction. One of the thorniest issues we encounter is voice quality. It’s obvious that good voice quality is an important factor in delivering a great customer experience.

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GetFeedback

JUNE 12, 2018

GetFeedback for Pardot arms marketers with prospect feedback throughout the buyer journey, so they can learn from their audiences every step of the way.

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Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. A whopping 80 percent of customers said that the experience a company provides is as important as its products, and 67 percent said that their standards for those experiences are higher than ever. Yet just over half worldwide said most companies fall short in delivering experiences, and 54 percent don’t believe that companies have their best interests in mind.

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Ameyo

JUNE 12, 2018

Image credit: Pixabay What turns a new user into a loyal customer? How do you practically go about converting a somewhat-interested stranger into a massively-valuable long-term brand advocate? It isn’t easy, that’s for sure. You need to learn about your prospective customers and come to understand what they want and how you can deliver it— but the basic formula is quite simple.

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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

SharpenCX

JUNE 12, 2018

The general idea is that positive feedback builds momentum toward positive performance. If positive feedback is all an agent or team hears, though, you can expect diminishing returns. Some agents may wind up complacent, feeling like they can do no wrong, and they might lose some trust in their leader(s), too, if they are never given any constructive criticism. [.].

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Outsource Consultants

JUNE 12, 2018

The digital experience and customer experience go hand-in-hand, according to an article by Noreen Seebacher. The goal is always to provide a great customer experience, and the modern era requires a high-quality digital experience to accomplish this goal. However, Seebacher points out that digital touchpoints alone won’t improve the customer experience; companies need to be able to answer questions about what their customers need and expect from them and then find the technology to match.

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Toister Performance Solutions

JUNE 12, 2018

I have the honor of speaking at the NorthEast Contact Center Forum conference in Foxborough, Massachusetts later today. My first contact center job was in Massachusetts. In fact, I worked at three in total while living in Mass, so this conference is a homecoming of sorts for me. The experience taught me a lot of lessons that are still useful today. This post is a look back on what I learned from those jobs.

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Outsource Consultants

JUNE 12, 2018

How long can you go without using your smartphone? A study showed that more than 50% of teenagers under 18 years of age said they couldn’t go more than a day without using their smartphone, according to an article by Vipin Jain. Since such a high percentage of teens are so reliant on smartphones to chat and do research, companies would be wise to invest in optimizing their websites and customer experiences for mobile platforms.

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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.

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Education Services Group

JUNE 12, 2018

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. This leader understood that the marketing team was a valuable resource when developing customer-facing communications but wanted more. As we discussed possible options for the “future state” of a marketing + customer success partnership, it became apparent that there was no one-size-fits-all solution.

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Liveops

JUNE 12, 2018

The evolution of the call center. Call centers have always been a crucial part of the customer experience. While the role of call centers has drastically changed to meet heightening customer expectations, not all call center solutions have evolved to keep pace. There are major shifts evident today that reframe the way businesses deliver customer service, affordably and effectively, without sacrificing quality.

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Call Center call center solutions Surveys Enterprise 48

Ansafone

JUNE 12, 2018

Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a company. … 5 Keys of an Excellent Customer Experience Read More ».

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DMG Consulting

JUNE 12, 2018

Demystifying GDPR . The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?

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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

Kristina Evey

JUNE 12, 2018

Show notes – This short episode shares what this Podcast is all about. Who is this Podcast for? The C-Suite, Directors, and Leadership Teams of any organization will directly benefit from the tips and strategies shared in this Podcast. What Will You Get Out of It? The entire concept of the Customer Experience (CEX) will be demystified and mapped out in these episodes.

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DMG Consulting

JUNE 12, 2018

Demystifying GDPR. The General Data Protection Regulation (GDPR) went into effect in the European Union (EU) on May 25, 2018. Following adoption of this legislation by the Council of the EU and the European Parliament in 2016, companies were given a two-year period to prepare for compliance with this far-reaching privacy and security regulation. What is GDPR?

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Kristina Evey

JUNE 12, 2018

Show Notes… Exactly What the Customer Experience IS and Isn’t. What CEX IS NOT – Transactional . Inside out – Leaders deciding making all operational and business decisions based on their own and silo focused priorities. Short-term – A clear start and end date within six months of each other. “Flavor of the Month” – Somebody in Leadership has a great idea that we’ll focus on for about a month until it loses steam and then we start another pr

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The Center for Client Retention

JUNE 12, 2018

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of goods and services for money, devoid of any connection. Customers want a human touch, even if they don’t know it. Once it happens, the customer looks forward to a repeat performance. The associates make a difference and without them, you leave your customer vulnerable to the competition.

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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

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Ambs Call Center

JUNE 12, 2018

Can you crown answering services over virtual assistants? Call centers over answering services? In reality, no service better than other. The answer depends on your specific business needs, and how each service offering aligns with the areas, you need help in. If you’re not sure which type of support your business needs, read below to learn the similarities and differences between answering services, virtual receptionists, call centers.

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iCiDIGITAL

JUNE 12, 2018

With 8 migration projects, 100,000 assets, 20,000 Pages, and translation of 14 languages under my belt, trust me when I say I have seen The Good, The Bad and The Ugly parts of content migration from one system to another. I guess you could compare my extensive amount of migration experience to the intense migration length of the Arctic Tern. An Arctic Tern (pictured) makes the longest migration of any animal in the world with 44,000 miles under its wing each year.

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Clarabridge

JUNE 12, 2018

We just heard wonderful news from the third annual AIConics Awards at Kensington Palace in London. Clarabridge has been awarded the Best Innovation in NLP accolade, among an impressive group of five other finalists. We’re thrilled and humbled to be recognized by this prestigious organization for an award that celebrates innovation in Artificial Intelligence across the globe.

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