Tue.Jul 10, 2018

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5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

NICE inContact

It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures to meet customer expectations, to stay agile and flexible and to become more cost efficient.

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Amazing Business Radio: Jim Rembach

ShepHyken

Building A Winning Culture From Within. How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. Top Takeaways: There are six core reasons why frontline supervisors fail.

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Things That Make You Love and Hate VOIP Predictive Dialer

Dialer 360

A predictive dialer is not the new name in call center industry. They’re broadly consumed as a part of call focuses on the world to handle outbound and inbound calls. Most contact centers are as of now utilizing predictive dialers, as all can get the fair profit from the innovation. Moreover, these dialers likewise have a noteworthy effect on the operations and management costs.

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Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

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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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How to Get Your Team to Deliver Consistent Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Hosted vs On-Premise VoIP and Why a Hosted Solution Wins

Jive

Businesses worldwide are beginning to recognize the advantage of VoIP solutions. As they make the big switch, however, there’s another choice they have to make—whether to choose on-premise solutions or opt for hosted services? A hosted solution (i.e. Hosted VoIP) means a provider is responsible for maintaining the technology and the service. The system runs in the cloud and all the features are handled through the provider’s IP-PBX server.

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Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. But what does that exactly mean? When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes.

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Meeting Today's CX Needs in the Insurance Industry

Cyara

Insurance is often referred to as a distress purchase, requiring the consumer to invest considerable time and effort in finding the right policy at the best price. This has given rise to many price comparison websites, which help the consumer find policies online. These sites have increased competition and disrupted the personal insurance industry, especially in the UK.

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Customer Experience: The Only Path to Brand Loyalty

Andrew Mcfarland

What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct. The complete answer.

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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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Europe Embraces KCS

Mindtouch

When I was hired five years ago to implement knowledge base tools, I knew I had a challenge on my hands. What’s the point of having a tool when it’s not going to be used? And how would I convince people that it’s in everyone’s best interest to share what we know? So I started my search for existing knowledge management best practices—surely I wasn’t the only one who was asking these questions?

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How to Prevent Customer Tweets from Going Public

Toister Performance Solutions

There are probably two desires for every company's Twitter strategy: Get people to love us so they buy more Avoid public complaints Unfortunately, many companies inadvertently nudge customers to complain via Twitter. Case in point is a recent experience I had with a consumer products company. It had been three days since I had emailed the company and it still had not responded.

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New Golden Rule: How to Engineer a Better Customer Experience

SharpenCX

If incorporating positive emotion into a great customer experience isn’t at the core of your customer service philosophy, it’s time to recalibrate. How a customer feels about each interaction with your company is the most powerful indicator of customer loyalty. According to research out of the Temkin Group, customers who have a positive emotional experience [.].

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Omnichannel Journeys: Their Moment is Finally Here

Cyara

We all know that customers want and expect to have the context of their interactions with an organization carry with them as they move from one channel to another. According to Salesforce, 75% of consumers expect consistency across channels (Salesforce, State of the Connected Customer , 2016). And, 89% of customers get frustrated because they need to repeat their issue to multiple representatives (Accenture).

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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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Don’t Be Afraid of Using Virtual Agents in Your Contact Center

Outsource Consultants

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. A long time ago, AI implementations were basically hyped-up versions of FAQ sections, but they’re now very powerful tools to improve the customer experience. Thousands of contact centers are using virtual agents or Intelligent Assistants in their strategies, and the automation has shown increased levels of customer satisfaction scores and emplo

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Giving Customer Support A Seat At The Revenue Table

Solvvy

When companies think about customer growth, they immediately think about the sales and marketing teams, then product. But what about customer support? Many companies often overlook the role of customer support in driving revenue. It’s left out of the conversation and seen as an overhead cost rather than a revenue-generating function–and that can be problematic.

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3 Ways to Tell You Need to Add a Contact Center Partner

Outsource Consultants

Not all companies are as customer-focused as they believe, according to an article by Ian Golding. In order to have a sustainable customer experience program, businesses need a certain level of customer readiness; four phases of readiness, which Golding calls the “customer readiness scale”. The scale covers four actionable concepts: Acknowledge, Diagnose, Action, and Improve.

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Becoming Customer Centric - CRM Software for Business Success

Ameyo

In a world where the customer is the center of business philosophy, people have changed their notions and now they demand a more personalized and self-centered service. This has led to a change in the way businesses work. They have to now put their utmost efforts in making customers feel special and satisfied. Nowadays, businesses can only be successful if they keep on innovating and changing their strategy around customer requirements.

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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.

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Professional Knowledge Base Versus SharePoint

Unymira

Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Organizational knowledge can range from the very basic, knowing the vendors with whom the organization does business, to more complex.

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LiveVox Enhances Customer Journey with Advanced Inbound Capabilities

LiveVox

For 15+ years, LiveVox has been a leading provider of enterprise cloud contact center solutions and noted for being at the forefront of risk mitigation capabilities. Over the years, our platform solutions have constantly been evolving. With each platform release, we have been striving to provide cutting-edge technologies spanning Blended Inbound, Multichannel, Self Service, Agent.

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CREATING CREDIT UNION MEMBERS FOR LIFE

Enghouse Interactive

In a world that battles competition daily, the “members first” approach guiding credit unions comes as a breath of fresh air. Focusing on profit margins isn’t what drives this industry but an all-inclusive “what’s best for the members” approach. In the hustling world we live in, the sense of community is exciting in the world of banking. You may be wondering “How can credit unions keep this philosophy alive and thriving amidst a technology filled world?

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11 Types of Difficult Customers Infographic

TeamSupport

Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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5 Best Alternatives to Adobe Illustrator

CSM Magazine

Adobe Illustrator might not enjoy the dizzying levels of popularity of its eponymous counterpart Photoshop, but it is hardly a niche software. While Photoshop is better suited to raster images, Illustrator’s vector graphics capabilities are ideal for developing specific kinds of digital artwork. And, given how important scalable vector graphics editing is in different fields of graphic design, Illustrator has slowly come into its own as the premier vector graphics software.

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Giving Customer Support A Seat At The Revenue Table

Solvvy

The post Giving Customer Support A Seat At The Revenue Table appeared first on Solvvy.

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Ethics & Integrity in Public Relations

Call Center Weekly

I love my job — both of them. By day, I am a publicist for an airline, and by night, I am an adjunct professor in a university’s mass communications department. I fell in love with public relations my sophomore year in college. I had no idea people made a “career” out of being puppet masters; but it was much more than that, as I would come to learn throughout my undergraduate years.

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How Customer Experience Can Drive Topline and Bottomline Growth

Contact Center Pipeline

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven experience economy, however, there is more competition, yet less differentiation than ever. Very few offerings are truly unique. Modern consumers look beyond just products, instead differentiating and making buying decisions based […].

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Characteristics of an Effective Customer Service Strategy

Brad Cleveland Blog

Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization’s vision and mission—and the decisions and actions that happen every day. Discover four characteristics of an effective customer service strategy in this video from my new Lynda.com course “Customer Service Strategy.

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How Data and Insight are Underpinning the Wimbledon Experience

Peter Lavers

I was honoured again this week to be invited to Wimbledon by IBM to experience this very special tournament that blends the very best of tradition and innovation. The All England Lawn Tennis & Croquet Club (AELTC) has partnered with IBM since 1990, and this long-term commitment to co-create the systems and information sharing platforms has led to an impressively seamless operation.

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Optimizing Your Workforce Through Shrinkage Management

The Northridge Group

At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to do and how many employees are needed at any given time. Broadly speaking, you’re implementing WFM best practices if you’re staffed with the right number of people across each interval and consistently achieving defined goals.