Myra Golden Media

MARCH 12, 2018

I once chatted with QVC about the status of a return. I just wanted to confirm that my return was received, but I walked away from the chat session with a WOW reaction. The WOW started with this message from the Representative: “Ms. Golden, I’m so sorry the camcorder hasn’t been processed yet. I know you’re anxious to have this completed. The return processing time can take up to 17 days from the date an order is returned to QVC.

Personalization 196

Personalization Customer Service Best practices Customer Experience 196

Call Center Weekly

MARCH 12, 2018

By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. Implementing strategies is more than just providing surveys. You have to be fully committed by understanding the principles of employee engagement. Some of which are: C ulture L eadership P urpose A ction Tr ansparency C ommitment R ecognition The purpose is to have an engaged culture, which will make people stay, and go above and beyond what is expected

Employee engagement 167

Employee engagement Surveys Accountability Feedback 167

Callminer

MARCH 12, 2018

When you want to hear what your customers truly have to say, you are on the path to transforming your business.

Analytics 182

Analytics 182

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. (KelloggInsight) The Zappos of the world are redefining expectations.

Customer Service 99

Customer Service Big data Technology Customer Experience 99

Advertisement

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.

TeleDirect

MARCH 12, 2018

Success in real estate depends on a host of factors. Capitalizing on timely ventures doesn’t just happen by accident. You’ll note that many of the top real estate firms consistently earn high marks for customer service, revenue ranks, market share, and more. So what’s their secret to success? One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with business process outsourcing (BPO).

Real estate 94

Real estate outsourcing Call Center Business Process Outsourcing 94

Amity

MARCH 12, 2018

In the subscription economy, quickly mitigating and minimizing churn is a critical driver of business success. It's debatable whether or not a 0% churn rate is possible , but companies can reduce their churn rate down to the optimal level. If you've boarded the Customer Success train, you probably already know why reducing churn is so important.

Morale 72

Morale Sales Education Personalization 72

PeopleMetrics

MARCH 12, 2018

Do you ever wonder if you're doing as well as your competitors? Of course you do! This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience.

Benchmark 70

Benchmark Feedback Metrics Best practices 70

Nexmo

MARCH 12, 2018

As anyone who has tried to set up automatic lighting in their home can attest, a device employing a simple if/then action is usually pretty easy to implement. For example, “If I enter the house after 7 pm, turn on my connected lighting in the kitchen.” Straightforward, easy, and at the end of the day […]. The post Queue and Route Callers to the Most Qualified Agent with the Nexmo Voice API appeared first on Nexmo.

APIs 63

APIs Contact Center Call Center 63

Ameyo

MARCH 12, 2018

What is the definition of a true omnichannel customer experience ? The answer is consistency. Customer today are more powerful than ever before. They demand greater degree of personalization, wider choices in communication channel and quicker response time. However, in the absence of cross department or cross-channel communication, omnichannel channel customer experience can be dampened.

Customer Experience 58

Customer Experience Personalization 58

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

GetFeedback

MARCH 12, 2018

Discover how you can use GetFeedback to quickly measure Customer Effort Score and understand the holistic service experience.

Customer effort 60

Customer effort 60

Monet Software

MARCH 12, 2018

Many service desks, or help desks, lack the technology and insight to meet their escalating business requirements. As a result, they are not immune to such challenges as: Growing ticket volume – it’s easier to manage with better activity tracking, which improves response time. Without that capability, an ever-increasing volume of tickets will damage customer service.

APIs 48

APIs Metrics Management Technology 48

DMG Consulting

MARCH 12, 2018

WFM for the Digital Age . Digital transformation is an essential direction for enterprises that are striving to deliver an outstanding customer experience cost effectively. A growing number of companies are recognizing the need to change the way they do business if they want to remain relevant to their customers. Many of these companies are not exactly sure what they need to do, but appreciate that the “old” way of conducting business is becoming less effective with each passing day, and even w

Contact Center 48

Contact Center Consulting Consulting Enterprise 48

Monet Software

MARCH 12, 2018

“To improve is to change; to be perfect is to change often.” ? Winston S. Churchill It’s easy to fall into ruts, whether it’s Friday night dinner at the same restaurant, or contact center guidelines for how agents should handle specific customer situations. There is something to be said for “If it ain’t broke, don’t fix it.” But what if the processes you have in place now could be made even better?

Contact Center 48

Contact Center Average Handle Time Coaching Metrics 48

Advertisement

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.

Self service

DMG Consulting

MARCH 12, 2018

Question: Our contact center only has 25 agents, what workforce optimization applications should we use? Answer: Contact centers of all sizes, including those with 10 – 250 seats, need management tools and analytics that provide transparency into the performance of their department, insights into the voice of the customer, and help to enhance employee engagement.

Contact Center 48

Contact Center Gamification Coaching Analytics 48

Monet Software

MARCH 12, 2018

The phrase “digital transformation” has been trending throughout corporate America for that past decade, and the contact center is no exception. What is it exactly? You’ll find a lot of definitions online, but let’s keep it simple. We all know what transformation means – not just a change, but also a change for the better. Unsightly caterpillars transform into beautiful butterflies.

Contact Center 48

Contact Center Analytics Technology Management 48

Aspect

MARCH 12, 2018

Given the growing customer preference for solving problems on their own, you’d expect consumers to like interactive voice response, or IVR — the first generation of self-service technology. They don’t. Why? Because IVRs suck, well at least the way they’re implemented sucks. In the 2017 Aspect Consumer Experience Index, we asked consumers about their preferences and issues around contacting customer service.

Interactive Voice Response 48

Interactive Voice Response Self service Chatbots Customer retention 48

Genroe

MARCH 12, 2018

While there is no direct LinkedIn to HubSpot integration there are a couple of tools that do allow you to quickly and easily copy data from LinkedIn to your HubSpot CRM database, saving time and frustration. In this post I’ll review how we use a tool called linkedhub to achieve a HubSpot integration, of sorts, […]. The post How to Setup LinkedIn to HubSpot Integration in 5 Minutes appeared first on Genroe.

CRM 49

CRM Sales Marketing 49

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.

Contact Center

Webtext

MARCH 12, 2018

Smart Messaging – keywords automatically route consumer / patient replies to update a business system or alternatively to a live agent depending upon the response Ability to escalate AI bot chats to live contact centeragents via SMS or Messenger Automated and Person to Person Messaging supported by TLS Encryption Voice agents can send SMS or Messenger texts to callers, including, secure url links and Google map address to callers while they are speaking Norristown, PA & Galway, Irela

Enterprise 40

Enterprise Contact Center Personalization Customer Experience 40

CSM Magazine

MARCH 12, 2018

Retailers are facing a customer experience transformation and location data is playing a key role. For some industries, like banking and cable TV, customer service transcends spatial boundaries. A customer can call a number, regardless of his or her location, and receive answers to questions. However, for brick-and-mortar retailers, customer service is an amalgamation of the store environment, the retailer’s brand promise and the employee’s ability to execute on that promise.

Customer Experience 40

Customer Experience Wireless Telecommunications Finance 40

Quadient

MARCH 12, 2018

A friend of mine once worked for a large manufacturing company in a very competitive industry. Many of the company’s customers had been long-time clients—some for over a decade and more. . When I asked my friend what the company’s secret was, he said it was the owner and his belief in the personal touch.

Personalization 40

Personalization 40

CSM Magazine

MARCH 12, 2018

Although customer analytics and big data are all the trend, you shouldn’t lose sight of the fact customer surveys are a tried and tested method to understand how your business is doing and what your customers want from you. Conducting a customer survey isn’t difficult and by using your creativity together with a great survey maker tool you’ll soon be unearthing some valuable customer insights.

Surveys 40

Surveys Big data Feedback Analytics 40

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.

Contact Center

Solvvy

MARCH 12, 2018

The post Using AI to Power the Next Decade of Customer Experience appeared first on Solvvy.

Customer Experience 48

Customer Experience 48

Mindtouch

MARCH 12, 2018

As you already know, your customers now prefer web self-service to any other channel of support. Odds are that your company has, or plans to have, some form of self-service support in place. But if we dig into why your customers prefer self-service, it might have you rethinking why and how you offer your customers self-service. We Prefer Self-Service Information for the Same Reason We Prefer Soft-Serve Ice Cream.

Self service 59

Self service Entertainment Analytics Call Center 59

Ann Michaels and Associates

MARCH 12, 2018

We’re all familiar with the term Mystery Shopper. So why don’t more businesses rely on them? Most companies incorporate surveys, ratings and reviews, but actually hiring mystery shoppers can reveal underlying problems affecting the customer experience. Additionally, Video Mystery Shopping is now available at a more affordable rate and is a valuable tool when evaluating the in store customer experience.

Customer Experience 40

Customer Experience Customer emotions Surveys Technology 40

Verint

MARCH 12, 2018

In our The Road to Success: How to Become a “Best-in-Class Back-Office” Organization study, we found that one of the unique characteristics of today’s leading back-office organizations is their adoption of robotic process automation (RPA) technology. This refers to software designed to automatically execute specific tasks (e.g., copying and pasting account information from one system to another) repeatedly.

Self service 27

Self service CRM Best practices Contact Center 27

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

Customer Experience