Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. Jo Causon, the Institute’s chief executive, said companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with

Analytics 186

Analytics Coaching Technology Surveys 186

Contact Center Pipeline

NOVEMBER 27, 2018

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company cultures into two types—“creating” and “servicing”—and argues that the key similarity between successful cultures in these two types of businesses is in their ability to create safe environments for employees.

Contact Center 140

Contact Center Call Center Management 140

ConvergeOne

NOVEMBER 27, 2018

The discussion around active/active data centers can dovetail into a great number of conversations, from business processes to facilities management. Before engaging in such conversations, it’s important that you begin with an understanding of the business requirements that necessitate the implementation of active/active data centers so that you can determine if such an approach will align with your data center and overall business strategies.

Management 50

Management 50

ShepHyken

NOVEMBER 27, 2018

It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . . Top Takeaways: The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to

Journey mapping 261

Journey mapping Customer centricity Surveys Feedback 261

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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.

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

Customer Service 119

Customer Service Call Center Engineering Contact Center 119

Concentrix

NOVEMBER 27, 2018

Concentrix Projects Win Best Contribution to the Reputation of Strategic Sourcing award London, UK – Concentrix made a strong showing at the GSA UK Awards Symposium. The post Excellence in Europe Gains GSA UK Award appeared first on Concentrix.

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ClearAction

NOVEMBER 27, 2018

Customer-Centric Marketing: Align for Growth Lynn Hunsaker. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital layers, though, much potential customer lifetime value will be squandered. First Layer: All Customer Touch-Points.

Customer centricity 74

Customer centricity Marketing Customer Experience Management 74

Outsource Consultants

NOVEMBER 27, 2018

Everybody hates dealing with artificial intelligence, right? As AI becomes commonplace, so does the impulse to publicly pine for the “good old days” when one could just talk to a human. In reality, there are plenty of situations where people prefer to interact with AI over human agents. An article by Tara Wildt shines a light on some of these scenarios.

Customer Service 71

Customer Service outsourcing Contact Center call center solutions 71

CSM Magazine

NOVEMBER 27, 2018

One of the most important ways to improve the customer experience is to make it easier for customers to do business with you. Shep Hyken explains. . As many of you may know, my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. The other day when I was interviewed about the book I was asked, “How does one get started?”.

Customer Experience 77

Customer Experience Customer Service 77

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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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Answer Dash

NOVEMBER 27, 2018

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. That is the Customer Effort Score (CES).

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Customer effort Metrics Chatbots Surveys 76

Ansafone

NOVEMBER 27, 2018

Business process outsourcing (BPO) has served as the backbone of the American manufacturing industry since the late 1800s. Modern developments in business practices have encouraged a range of industries. Information technology, financial services, healthcare, retail and education have all embraced contracting professional service providers. The $135 billion outsourcing industry consists of dozens of services, such as … What is BPO and Why Should My Business Utilize It?

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Business Process Outsourcing outsourcing Healthcare Education 72

CrazyCall

NOVEMBER 27, 2018

Making a successful outbound call is a lot like playing chess. A lot of rules which you have to – at first – get to know, to – later on – win the game. To make sure you end up with a trophy in one hand and a bottle of champagne in another, we will go over the basics of making successful outbound calls to help you understand what factors determine whether the call will end up being successful or not.

Outbound sales 64

Outbound sales Scripts Average Handle Time Sales 64

Relay Blog

NOVEMBER 27, 2018

One of the biggest roadblocks your customer support agents face is not having access to. The post The Secret Strategy Top Customer Support Teams Use to Improve Service appeared first on Relay.

Customer Support 68

Customer Support 68

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

Avoxi

NOVEMBER 27, 2018

“Amazing service begins with engaged leaders,” writes Sean B. Hawkins, in a recent Call Center Weekly article. Hawkins should know. An International Customer Management Institute (ICMI) Advisory Board Member and past winner of that organization’s “Global Call Center of the Year,” Sean focuses on driving contact center culture and technology innovation.

Marketing 63

Marketing Contact Center Call Center Technology 63

Fonolo

NOVEMBER 27, 2018

Good customer service is crucial to the success of any business. It also happens to be one of the hardest things to ‘get right’, even for the most seasoned of brands. Imagine spending eight hours a day fixing problems you didn’t cause in the first place. Now imagine that your hands are tied in a million different ways and you’re unable to resolve the bulk of the customer complaints that are on the rise.

Customer Service 57

Customer Service Call Center Engineering Contact Center 57

CallSource Insights

NOVEMBER 27, 2018

Is it time to refresh your website’s look and feel? Here’s why you may want to. I joined CallSource in 2016. I knew that I wanted to be a part of a company that had great core values and truly cared about their employees and clients. As a company, CallSource ticked off all the boxes I was looking for. CallSource and Our Brand. Great companies are built on strong brands that influence customer choice and build loyalty.

Marketing 61

Marketing Sales Accountability Technology 61

SharpenCX

NOVEMBER 27, 2018

Customer service is the heartbeat of your company. Your agents are the warriors on the front-lines. They spring into action at the whim of your customers, vying to answer questions, fix issues, and give each person a memorable experience. You. Read More. The post Top 5 Companies in Customer Service appeared first on Sharpen Contact Center Software.

Customer Service 52

Customer Service Contact center software Contact Center Personalization 52

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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.

Self service

CSM Magazine

NOVEMBER 27, 2018

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Have you ever lost something very valuable? You looked everywhere but just could not find it. Do you remember how frustrating, annoying and disappointing it was? Employees of companies and citizens of countries have these same negative feelings.

Government 56

Government Coaching Management Analytics 56

Voiance

NOVEMBER 27, 2018

Approximately one million people in the US are functionally deaf, and nearly 10 million people are hard of hearing. What does that mean for your organization?

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Stratifyd

NOVEMBER 27, 2018

Estimated reading time: 2 minutes. We’ve all gotten one of these surveys before, typically accompanied by a box for comments. These survey responses are known as Net Promoter Scores (NPS), which help enterprises keep tabs on customer satisfaction and loyalty. The Issue With NPS Surveys. Put simply: More people are taking the time to provide scoring information and comments when these surveys land in their inboxes than ever before.

Surveys 53

Surveys Enterprise Analytics Feedback 53

Certified Languages International

NOVEMBER 27, 2018

For our third installment of immigration stories, we’re sharing a story from Chuukese interpreter Dania. Dania’s parents hail from Chuuk, as she explains so well below, where they took a chance and traveled to the U.S. under the Federated States of Micronesia agreement. Thanks to Dania for sharing her story with us! Chuuk Lagoon measures 822 square miles in area and 40 miles in diameter.

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Education 53

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

kommunicate

NOVEMBER 27, 2018

Many companies implement web chat to serve as the omnipresent, human contact on a website that their customers crave. Web chat allows website visitors to get the help they need at a crucial time in their customer journey. It can be when they are browsing or shopping on a website and require some information. Web [.]. The post 15 Things a Live Chat Agent Must Do for a Great Customer Experience appeared first on Kommunicate Blog.

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Customer Experience Customer Support 53

Guru

NOVEMBER 27, 2018

Kirsty Traill, VP Customer at Hootsuite , has spent her entire career laser-focused on the customer and customer experience. She recently sat down with us to talk about how Hootsuite approaches customer experience, the practical implications of chatbots, and the future of AI.

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Customer Experience Chatbots 49

teleopti

NOVEMBER 27, 2018

Keep it simple, that’s the message from Nick Brook of Teleopti when it comes to forecasting for multi-channel. Here are his top five tips. Customers expect service wherever and whenever they want it and in the channel of their choice – by phone, email, Chat, SMS and social media. What’s more, they want consistency across all channels. This customer requirement for an omni-channel experience has typically been a challenge for workforce management but it doesn’t have to be that way.

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Average Handle Time contact center workforce Contact Center CRM 48

TELUS International

NOVEMBER 27, 2018

Learn how to make your company's healthcare customer service a more empathetic, humane experience.

Healthcare 63

Healthcare Customer Service 63

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

Journey mapping

NICE inContact

NOVEMBER 27, 2018

As a subsidiary of Skillsoft, a well-known content management company, SumTotal Systems has carved out an impressive niche in the learning management space. Along with a suite of HR products, the company provides training, compliance, professional certification and other types of content to practically every industry, from pharmaceuticals to universities.

Customer Support 48

Customer Support APIs Interactive Voice Response Contact Center 48

Toister Performance Solutions

NOVEMBER 27, 2018

A training manager recently called me to talk about empowerment. She explained employees often worked in silos, and didn't reach out to collaborate with other teams. When there was an issue that required inter-departmental work, employees would just dump it on their supervisor. The training manager had been tasked with finding an external trainer to help.

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Coaching Customer Service Management 48

Ann Michaels and Associates

NOVEMBER 27, 2018

The Pros and Cons of Net Promoter Score. Companies across the globe continue to recognize that superior customer experiences yield greater business results, resulting in brand loyalty while driving revenue growth. When it comes to market share, losing the Customer Experience (CX) race can be detrimental for a business. The Net Promoter Score (NPS) has become a common tool to measure the state of an organization’s CX in an effort to improve customer service.

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