Wed.Oct 16, 2019

Creating Consumer Feedback Surveys People Will Actually Take


The benefits of consumer feedback surveys are well-documented in the contact center and customer service industries. What is less well-known is an approach for getting consumers to actually take those surveys and provide meaningful information.

Scaling a Customer Centric Culture in Your Contact Center

NICE inContact

Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better.

How Does an Answering Service Work?

A Better Answer

Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take

Why Machine Learning and Artificial Intelligence Are Crucial To Your Business?

Etech GS

Artificial intelligence often brings to mind images of sentient robots and futuristic science fiction movies. However, human intelligence gets assistance from AI and machine learning every day.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You


I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

More Trending

Acquisition Addiction’s Impact on Customer Experience ROI


Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

Can Traditional Retailers Compete with Digital Brands? (And Can Outsourcing Help?)

TLC Associates

Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is set to close 60 locations. Forever 21 , now filing for bankruptcy, is closing 350 stores worldwide. And American Apparel, Payless Shoes, and a long list of others have made headlines with their own colossal closures. .

How RPA can benefit financial services firms

TELUS International

Next-Gen Technology

Cherwell Selects Talkdesk to Support their Mission of a Smarter Customer Service


Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Spearline Podcast | Episode 3: Why you should be developing solutions with customers in mind


This week Kees chats with Technical Solutions Architect Ola Budak about her role and how important number testing is and keeping your customers in mind.

Optimizing Your Contact Center Performance

Waterfield Technologies

A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […].

True Omnichannel is a Four Letter Word: Easy


The Rise of True Omnichannel Banking What is and Why Does it Matter? What does a true omnichannel banking experience look like you might be wondering? It’s a difficult thing to come by despite the growing consumer demand for it.

How Absence Managers Effectively Manages Employee Paid Time Off (PTO)


Effectively managing paid time off (PTO) at your company can be a complex endeavor, particularly when you must abide by federal and state mandates, as well as the needs of your organization.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

10 Ways Live Chat Can Help you Grow your Business [Infographic]

Provide Support

Modern customers become more and more demanding. Together with high quality of products or services they expect excellent and smooth customer experience. However, without proper tools which help provide fast and efficient customer support, such excellence cannot be achieved.

Customer Stories: Unymira at Cable & Wireless in Trinidad


Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide. Contact Center

Adaptive Selling for Inside Sales: Conform, Modify, Convert


Let’s face a cold, hard fact: the sales process is not a “one size fits all” proposition. From established customers to prospective new ones, people quickly tire of ill-timed communications.

Sales 52

Why Appointment Setting Matters for Your Dealership

CallSource Insights

Getting commitment from callers can be the difference between them choosing you or your competition. Setting real appointments gets buyers through your doors and into the car they are looking for.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Travel – dealing with a crisis


Date: Wednesday, October 16, 2019 Author: Pauline Ashenden - Marketing Manager Travel – dealing with a crisis. Published on: October 16, 2019. Author: Pauline Ashenden - Marketing Manager The collapse of Thomas Cook has ruined the breaks of hundreds of thousands of holidaymakers.

9 Proven Strategies for Effective Customer Service Communication

REVE Chat Blog

Poor customer service communication always creates a negative impact on your business no matter how established it is. Fostering such strategies improves customer communication also helps in customer acquisition and retention. . Businesses that constantly deliver poor customer service eventually go out of business. WalkerInfo report says customer experience will surpass price and product as the key brand differentiator by 2020. .

Episode 03: Voice & Designing for Inclusivity


Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the third episode here. “I’m I’m hoping we can build better experiences with voice and really take advantage of what it’s good for, like giving you the freedom to focus on things that don’t keep your eyes locked to your screen or your hands locked to your keyboard.”.

Looking for Ways to Enhance Your Multilingual CX? Join This Webinar

Language I/O


How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Independent Health Selects Cincom’s Customer Communications Solution


Health Plan Chooses Cincom Eloquence to Help Streamline Member Correspondence Processes Cincinnati, OH (October 16, 2019) — Cincom Systems, a … Continue reading "Independent Health Selects Cincom’s Customer Communications Solution".

Inside View: Suzette Robinette, Hiway Federal Credit Union

Contact Center Pipeline

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on using automation to deflect customer calls, many credit unions still take pride in providing their members with personal service delivered by humans.

Introducing CXNext:Live

bold360 Blog

There’s so much hype around customer experience and often times, the industry and trends shift so quickly that it’s old news by the time an article or whitepaper is released. What better way to discuss the most pressing topics and better understand the world of CX than live in real-time? Our new series CXNext:Live is a weekly forum for people who are customer-obsessed and who want to engage smarter.