Contact Center Pipeline
JANUARY 11, 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers. As we kick off 2018, businesses will continue to improve the […].
UJET
JANUARY 11, 2018
Customer experience is one of the largest competitive advantages for businesses today. With tons of knowledge and great minds to learn from, choosing where to focus your time can be a daunting task. But we have some good news: we’ve put together a list of five CX blogs you can follow to kick off the new year with great content delivered right to your inbox.
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Fonolo
JANUARY 11, 2018
The weight social media has on brand affinity and customer satisfaction is constantly growing. Today 84% of consumers expect companies to respond within 24 hours after posting on social media, while 72% of Twitter complaints expect a response within an hour. But what does this mean for the future of customer service? Well, it’s been said that social customer care is actually the new business marketing.
Amity
JANUARY 11, 2018
All people are different and we all have unique personalities. When it comes to business customers, the situation doesn’t get any simpler. Everyone is well aware of the famous mantra which says: the customer is always right. A lot of customers exploit this privilege and give you a hard time answering their demands - but that’s just something that customer success professionals have to do.
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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.
Nexmo
JANUARY 11, 2018
It never ceases to amaze me what builders can create when given tools and the space to collaborate. Case in point: the team of computer science students from Princeton who won the Vonage-sponsored “Best Use of a Vonage/Nexmo API” prize at the Fall 2017 PennApps collegiate hackathon. Their hack (Lyff), a great combination of innovation […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TRUSTID
JANUARY 11, 2018
Much like a well-intended New Year’s resolution, executing and achieving contact center goals is not as easy as it seems. Over time, organizations change their business strategies, and once they lose momentum, often times those lofty goals fall to the wayside to new priorities. . According to the article, “Contact Center Priorities for 2018,” only 30 percent of us are good at change.
Outsource Consultants
JANUARY 11, 2018
In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. IVR makes call routing to appropriate departments easier, but this can be at the detriment to the customer experience if the IVR is poor quality or not set up properly.
Toister Performance Solutions
JANUARY 11, 2018
Finally, there's a training course geared specifically towards internal customer service. Nearly 50 percent of my client requests throughout my career have been for internal customer service. This is a special type of customer service that involves serving internal stakeholders. The new training video from Lynda.com is called Serving Internal Customers.
Comm100
JANUARY 11, 2018
KPIs and Analytics drive call centers as much as the people taking the calls. While data may be critical for the call center , we cannot overlook the often-ignored impact of feedback obtained from clients and customers directly. This first-hand information is the best tool possible for learning not only where you need to improve, but also where you are doing well — and that positive feedback is fantastic when shared with agents to help boost their morale.
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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
Voxjar
JANUARY 11, 2018
First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.
Waterfield Technologies
JANUARY 11, 2018
As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of […]. The post Great Customer Experience – No Magic Wand Necessary appeared first on Waterfield Technologies.
Altivon
JANUARY 11, 2018
Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Altivon and Genesys recently sponsored a webinar series on this topic, culminating with a deep dive into return on investment (ROI) including specific case study results. The payback for investment in contact center solutions in healthcare is compelling: lower operational costs, lower appointment cancellations, higher scheduling rates and higher patient experience scores
Ann Michaels and Associates
JANUARY 11, 2018
The Benefits to your Business. What’s one of the big reasons Five Guys is wildly successful? They send mystery shoppers out twice a week to all locations. The brothers who run the operation also constantly visit the restaurants. High standards each and every day ensure the right employees do the right things. Five Guys knows you need to inspect what you expect.
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.
Brad Cleveland Blog
JANUARY 11, 2018
Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies. Top Competencies Include: 67%: Has high … Continue reading → The post Top Leadership Competencies appeared first on Brad Cleveland.
Amity
JANUARY 11, 2018
Founded in 2011, with offices in Edmonton and Toronto, Jobber Software has helped thousands of home service businesses be more successful. When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. She’s now become the Director of Customer Success and has evolved her department into three distinct teams. We sat down with her to talk all things Customer Success and found out how she maintained a strong culture of empathy at scale.
Brad Cleveland Blog
JANUARY 11, 2018
Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.
CX Journey
JANUARY 11, 2018
Image courtesy of Pixabay Today I'm pleased to share a guest post by Ford Blakely , founder and CEO of Zingle. According to Google , 98% of Americans switch between devices in the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop and laptop computers to tablets and smartphones and even brick and mortar stores, the customer journey is more complicated than ever.
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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.
Brad Cleveland Blog
JANUARY 11, 2018
Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies.
COPC
JANUARY 11, 2018
Book Notes is a periodic blog feature where COPC Inc. employees share their notes on books, particularly those of interest to professionals working within the customer experience industry. In this edition, COPC Inc. Vice President Judi Brenstein shares her thoughts on Satya Nadella’s Hit Refresh: The Quest to Rediscover Microsoft’s Soul and Imagine a Better Future for Everyone.
Natalie Petouhof
JANUARY 11, 2018
Tweet You can make or break your business’s future by how well, or how poorly, you treat your clients. But you have a lot on your plate, too—even more as you manage the endless technology needs that seem to be developing overnight. That’s why artificial intelligence (AI) aspects of customer service are so crucial to how well (or how badly) we do business in the future.
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