Contact Center Pipeline
JULY 26, 2017
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away. For example, I called my phone company to request a business calling card. I had to navigate a painful […].
Beyond Philosophy
JULY 26, 2017
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
JULY 26, 2017
There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”. In other words, “Stop it!”. That reminds me of a very funny video I saw on YouTube that features comedian Bob Newhart. It’s called “Stop It!”. In the video, Bob Newhart is a therapist and his patient is complaining about a problem she is having.
Customer Relationship Metrics
JULY 26, 2017
You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Perhaps you’re even feeling a little disgusted with yourself and your inability to make a bigger impact. You feel like no matter what you try, it’s not going to work.
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.
Call Center Weekly
JULY 26, 2017
By Sean Hawkins After a recent escalation from a very angry customer, the agent handling the call expressed gratitude and was quite surprised the customer was able to calm down and allow me the opportunity to resolve their problem. Having done this for a while, perhaps I had taken for granted the ease in which customer service should apologize. As this was a teachable moment, I took time to coach the agent on the approach I take.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
JULY 26, 2017
Do you remember a scene in Star Trek IV in which Scotty picks up the mouse of a 20th-century computer and tries to speak through it ? It was funny then, still is today. But will we still laugh in say 10 years? In case you didn’t know: Amazon lets you change the invocation word of your Echo devices to ‘Computer’ (besides ‘Alexa’, ‘Echo’, and ‘Amazon’) – a dream come true?
Joe Rawlinson
JULY 26, 2017
Paying attention to your customers’ buying habits can pay off. Using customer analytics to track buyer behavior can boost your sales, customer satisfaction and customer retention by as much as 25 percent, Quantzig data shows. Studying your customers’ purchasing patterns is so effective because it enables you to tailor your marketing and sales tactics toward the preferences of your target market and even toward the habits of individual customers.
DMG Consulting
JULY 26, 2017
The Making of Great Agents (whitepaper). 7/1/2017. By Donna Fluss. Introduction. Great agents are not born that way; they are developed by companies who invest in their success and support them along their journey. While it’s true that outstanding representatives start with excellent interpersonal skills, strong customer service and/or sales acumen, a comfort level in using systems and applications, and the ability to multi-task, this is just a small portion of what makes them great.
TEN DIGIT Communications
JULY 26, 2017
The TEN DIGIT Communications Intelligent Messaging Platform , TDC BRIDGE is designed to improve call center agent and customer interactions. We want to help you create the best client service experience possible, eventually increasing your bottom line. Click on the video to learn more! The post What is the TDC BRIDGE Platform? How Can It Help You? appeared first on TEN DIGIT Communications.
Advertisement
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
Customer Experience Matters
JULY 26, 2017
I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event). As I did after the the last congress, I’m sharing my thoughts and observations from the four day event.
TEN DIGIT Communications
JULY 26, 2017
TDC BRIDGE was designed to support other pieces of databases. In fact, the platform can hook into any existing CRM. Learn more here. The post The Intelligent Messaging Platform Implementation appeared first on TEN DIGIT Communications.
Amity
JULY 26, 2017
You’ve heard it all before, Customer Success is about retaining customers , which is at least as important as acquiring new ones. Yet, adding new logos to your book of business is always a priority for growth. This is especially true with early stage companies as they grow the little brand recognition and credibility they have. When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only rete
Provide Support
JULY 26, 2017
How to listen to your customers. Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.
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.
Connecting the Dots
JULY 26, 2017
CCMC ~. Perhaps not surprisingly, consumers with problems appear to behave the same around the world, so shows collaborative research done by Customer Care Measurement and Consulting, Tigo, the Millicom Bolivian Cellular Company, and LearningIt in Tokyo, which together studied consumer behavior in three countries, Japan, Bolivia and the US. Learn more about the research findings, their implications and key strategies to enhance corporate profits in Quantifying Service Impact in Multiple Countri
OrecX
JULY 26, 2017
Your customers, just like many of your staff, can benefit from you recording calls with a call recorder. Here's a scenario to explain how. Scenario: Customer named Jeremy. Motivation : Wants to have a pleasant phone experience and likes the idea of having the call recorded so he can ask the company to pull up his past call to verify what was said – if necessary.
Connecting the Dots
JULY 26, 2017
CCMC ~. Perhaps not surprisingly, consumers with problems appear to behave the same around the world, so shows collaborative research done by Customer Care Measurement and Consulting, Tigo, the Millicom Bolivian Cellular Company, and LearningIt in Tokyo, which together studied consumer behavior in three countries, Japan, Bolivia and the US. Learn more about the research findings, their implications and key strategies to enhance corporate profits in Quantifying Service Impact in Multiple Countri
Calabrio
JULY 26, 2017
We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, who’s putting their money where their mouth is?
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.
Connecting the Dots
JULY 26, 2017
CCMC ~. Perhaps not surprisingly, consumers with problems appear to behave the same around the world, so shows collaborative research done by Customer Care Measurement and Consulting, Tigo, the Millicom Bolivian Cellular Company, and LearningIt in Tokyo, which together studied consumer behavior in three countries, Japan, Bolivia and the US. Learn more about the research findings, their implications and key strategies to enhance corporate profits in Quantifying Service Impact in Multiple Countri
ForeSee
JULY 26, 2017
Today, we’re announced a powerful new update to ForeSee CX Suite that builds on our vision to give companies everything they need to identify and act on the most important CX issues across the entire customer journey. The advancements. The post ForeSee CX Suite updated with powerful new features: Location Leaderboards & Hierarchies, Topics Dashboard, and more appeared first on ForeSee.
Livepro
JULY 26, 2017
This year’s Customer Knowledge Management Forums are set to be our biggest and best events to date, with expert key note speakers that have experience under some of the biggest names in the industry including: Datacom, Microsoft, AHM, Foxtel, Boeing and Google! Click here to read up on our special guests and their topics for this year. The day kicks off at 8:30 am with an agenda that is packed with special presentations, interactive Q & A panels, networking opportunities, future featur
Talkdesk
JULY 26, 2017
Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. By attending, not only will you learn about how to take advantage of five great app integrations, you can also help your favorite app win their first AppConnect award! As the first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way your business can integrate with your call center platform.
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!
ForeSee
JULY 26, 2017
Today we’re very happy to announce that ForeSee saw the largest growth in revenue and bookings in the company’s history for the second quarter of 2017. In particular, second-quarter bookings grew by 22%. The post So Suite! Record revenue and bookings for ForeSee in Q2 appeared first on ForeSee.
Verint
JULY 26, 2017
“ How can I SPEAK to a human being???? “Terrible customer service! I am unable to speak to a rep regarding a billing question.”. “I have been calling for months for you to correct my address. EVERY time it reverts back to the wrong address and my auto pay gets canceled…”. These are real comments left by real customers on digital comment cards on three different websites.
Uniphore
JULY 26, 2017
By automating functions in both the back and front office of the contact center, organizations can reduce errors, improve agents’ efficiencies and deliver enhanced customer service. Read More.
Fenero
JULY 26, 2017
With the ever changing life span of technology, one thing that won’t change will be the importance of cloud computing. Whether you are working in Accounting, IT, Marketing or in a contact center environment, you may have been approached about the possibility of transitioning to the cloud. But are you ready?
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
CX Global Media
JULY 26, 2017
There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go. When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. I was helped to see a little more clearly by Matt McGinnis of 8×8.
Clarabridge
JULY 26, 2017
Although there is constant demand for new products, only 15% of newly introduced consumer goods will still be around in two years. So, how do consumer goods companies create innovative, new products that appeal to consumer-changing preferences? And how do they stay ahead of competing brands? These are the types of questions that can be answered when consumer data is used properly – data like ratings and reviews, survey feedback, contact center notes and social media.
LiveChat
JULY 26, 2017
Even though it often gets lumped into the same category as all the other social media platforms like Facebook, Twitter, or Instagram, Reddit is rather different. Not just in terms of looks and functionality, but also in terms of its users, which it has plenty of, 234 million to be exact, whose visits amount to over 8 billion page views per month. Those are some staggering numbers, staggering enough to make Reddit the 7th most popular website.
Expert insights. Personalized for you.
334 
Let's personalize your content