Tue.Nov 12, 2019

5 Innovative Products that Changed Customer Experience For the Better

Nicereply

Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. People knew what it was, but it didn’t really seem too important.

3 Ways Employee Experience Impacts Customer Experience

Stratifyd

HR Technologist Article. Guest Written by: Derek Wang. Many companies now have a focus on customer experience. Now many are realizing the significant impact employee experience has on customer experience. Here we examine three areas in which EX influences CX and how that looks at an example company.

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

Transparent BPO

I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line.

BPO Services Add To Your Customer Experience

Ansafone

BPO, or business process outsourcing, is a type of outsourcing that giving some tasks and responsibilities to a third-party service provider. BPO services are usually separated into two groups. The first group is back office outsourcing.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

Amazing Business Radio: Dennis Snow

ShepHyken

Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company.

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The Value of Using Customer Insights

Lumoa

Every single team within your company can benefit from learning a bit more about your customers and what they’re thinking. In this article, we dive deeper into how different departments benefit from customer insights. Feed generated with FetchRSS

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Give Your Knowledge Management a Seasonal Kick with Guru’s Fall Launch

Guru

Is it just us or did fall appear out of thin, crisp air this year? There’s been an uptick in pumpkin-flavored cookies and red coffee cups ( sans gingerbread lattes) around our office lately, which can only mean that we are in the thick of Instagram’s favorite season.

How to Optimize the Sales to Customer Success Handoff

Totango

Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next?

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How to turn employee feedback into actionable insight

TELUS International

People and Culture

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Foresight 2020: CX Trends and Predictions

Squelch

This article, “ Foresight 2020: CX Trends and Predictions ,” was originally published by MarTech Advisor on November 1, 2019.

Customer Feedback Management Meets Quality Systems

Genroe

In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous process improvement. Some of the phases are easy, such as setting up data collection. Some of them are not so easy.

Aadhar e-KYC: What’s In It for your Business

Ameyo

If you are an Indian or have had any financial transactions (online or offline) you must be familiar with the concept of updating your KYC. In case of retail banking and other digital wallets, it has already been made mandatory for a seamless experience.

Lessons for Success from Cloud Communications Providers

Noble Systems

The cloud communications market is fast and everchanging.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Phone Connectivity and What it Means for Your Dealership

CallSource Insights

Do you know what your connectivity rate is at your dealership? When data shows that phone calls are the second-most-common initial form of contact with car dealerships, you have to pay attention to phone skills.

The Role of Artificial Intelligence in Customer Experience

Answer Dash

(This article was originally published at Analytics Insight ) We understand that artificial intelligence is playing an important role in how organizations work.

Top Tips for Managing Your Customer Service Team

CSM Magazine

If you want to raise the bar of your quality of customer service, your efforts must begin with the management of your service representatives. Training is the cornerstone of any service-minded business because it keeps the focus of the company where it belongs – on the customer.

Offering Employees a F-L-E-X-I-B-L-E Work Environment

Pipkins

While not all jobs can be performed on a flexible schedule, there are many jobs that can with benefits that extend to both employees and employers.

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.

Thanks for your support as #1 Global Customer Service Guru

Up Your Service

THANK YOU for allowing me to serve you and so many others around the world with the spirit of Uplifting Service! I’ve been nominated for “Global Top Gurus 2020” and appreciate your vote of support. Step 1: Go to [link]. Step 2: Select Customer Service Category.

15 Steps to Building Lasting Client Relationships

CSM Magazine

Did you know that the cost for attracting new customers is five times more expensive than retaining current ones? Therefore, you should make every effort to build lasting relationships with your clients. In doing so, they will reward you with loyalty and their patronage.

How Your Ticketing System Could Make or Break Your Business

LiveVox

The challenge every business faces When customers have a problem with your business, they either turn to you for help, complain to their friends or on social media, or move on to another business and don’t come back to you.

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Focus on These Holiday Marketing KPIs

VirtualPBX

When it comes to the holiday season of Thanksgiving and Christmas, many businesses ratchet their marketing campaigns to reach eager buyers of goods and services. You might be one of them. But are you sure which holiday marketing KPIs to focus on to gauge your success?

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Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Is Cyber Recovery the New Disaster Recovery?

ConvergeOne

Recently, I read an article that an organization gets hit by ransomware every 14 seconds. In 2021, it is expected that it will be every 11 seconds. That is a very sobering statistic.

Battling Seasonal Affective Disorder for Agents and Callers

ChaseData

If your contact center is like most, you may experience a dip in productivity and agent performance during the fall and winter months, Likewise, you may notice more disgruntled or distraught consumers or clients on the other end of the phone lines.

Innovation Methodologies - Stop Thinking & Start Doing - Part 1 of 2

Unymira

Design Thinking – Lean Startup – Agile Development. The number of innovation methods has exploded in recent years and continues to grow monthly. We discuss some of them in our article. Digital Strategy

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JustCall wins Nasscom Emerge 50 Award 2019

JustCall

We won Emerge50 Award 2019. We are super excited to share great news with you that JustCall won this year’s Nasscom Emerge 50 Award. We not only made to the Emerge 50 list but also, cracked the League of 10 i.e. among the top 10 innovative tech firms of 2019.

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.

What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel. customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)

SharpenCX

Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest.

Why you need more than NPS to drive CX excellence

Eptica

Date: Tuesday, November 12, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why you need more than NPS to drive CX excellence. Published on: November 12, 2019.