Nicereply

NOVEMBER 12, 2019

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. As long as your customers’ questions got answered, it didn’t really matter how it happened. However, it’s become increasingly important to provide a good experience to your customers.

Journey mapping 75

Journey mapping Customer Experience Multichannel Contact Center 75

Stratifyd

NOVEMBER 12, 2019

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. With the omni-channel data analytics tools available today, it’s no surprise that organizations are listening to the voice of their teams and gaining insights to improve the employee experience.

Customer Experience 40

Customer Experience Analytics Enterprise Feedback 40

Transparent BPO

NOVEMBER 12, 2019

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. 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.

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73

Ansafone

NOVEMBER 12, 2019

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. This includes internal business functions such as human resources, finance, and accounting. The second group is front office … BPO Services Add To Your Customer Experience Read More » The post BPO Services Add To Your Customer Experience appeared first on

Customer Experience 48

Customer Experience Business Process Outsourcing outsourcing Finance 48

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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.

ShepHyken

NOVEMBER 12, 2019

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. Top Takeaways: There are two steps to defining your organization’s level of service.

Coaching 222

Coaching Consulting Consulting Customer Experience 222

Contact Center Pipeline

NOVEMBER 12, 2019

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline time but being able to notify agents when certain performance metrics are out of line, such as extended ACW, allowing them to spend more time focusing on productive work.” Hats off […].

Metrics 145

Metrics Contact Center Call Center Technology 145

Toister Performance Solutions

NOVEMBER 12, 2019

My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't arrive as expected. That meant I had to drive home and come back another day. The mechanic once badly scratched my car's front fender and didn't say anything—I noticed the damage just as I was getting in the car. The dealer fixed it, but my car was in the body shop for a few days.

Surveys 67

Surveys Feedback Metrics Customer Service 67

Pipkins

NOVEMBER 12, 2019

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. For example, personnel working flexible schedules report higher levels of satisfaction and productivity, which is something all companies attempt to maximize – you keep the best employees around longer while getting the most out of your investment.

At home agents 69

At home agents Management 69

Concentrix

NOVEMBER 12, 2019

Learn how to achieve better financial outcomes from closed-loop programs. The post Closing the Customer Feedback Loop: Avoid These Costly Missteps appeared first on Concentrix.

Feedback 61

Feedback 61

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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

Surveys

Answer Dash

NOVEMBER 12, 2019

(This article was originally published at Analytics Insight ) We understand that artificial intelligence is playing an important role in how organizations work. Artificial intelligence projects and services are changing everything from data accumulation and processing in the marketing division to on-boarding in the HR office. While AI and automation hold colossal value as far as time and cost reserve savings internally, there is another area wherein AI guarantees much greater, progressively impo

Customer Experience 65

Customer Experience Analytics Chatbots Personalization 65

Totango

NOVEMBER 12, 2019

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? Do you continue to get the same level of attention from that company’s customer success (CS) team?

Sales 60

Sales Enterprise Upselling Best practices 60

Unymira

NOVEMBER 12, 2019

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.

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64

Etech GS

NOVEMBER 12, 2019

True leadership skills are in short supply and high demand in the modern-day workplace. In the past, team members often responded immediately to authority based on a person’s position. This is no longer the case. An empowered workforce brings many advantages to the table. Still, one aspect of that is resistance. Servant leadership provides managers with the tools to turn resistance into an opportunity for creative input, which spearheads positive change.

Call Center 63

Call Center Management Personalization 63

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

Noble Systems

NOVEMBER 12, 2019

The cloud communications market is fast and everchanging. Recently, industry analyst Jon Arnold sat down with Noble Systems’ Karl Koster to discuss the approaches cloud providers are taking to have success in a crowded market where it’s hard to differentiate, highlighting how they are growing today, and how they plan to grow tomorrow. As Arnold explains, these approaches are worth noting since the cloud is really a dual-edged sword.

Analytics 59

Analytics Contact Center Marketing Technology 59

Guru

NOVEMBER 12, 2019

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. And as traveling home starts to become an every-other-week affair, we at Guru HQ are also returning to our roots with our Fall Launch.

Management 55

Management 55

JustCall

NOVEMBER 12, 2019

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. Nasscom, the trade association for IT services and business process management companies, has made its pick of the top ten most innovative technology products and services startups for the year 2019, seeking out firms that have the po

Technology 53

Technology Management 53

Concentrix

NOVEMBER 12, 2019

Will AI replace the need for customer surveys in the future? Not exactly. The post Do You Know What I’m Thinking? Neither Does AI. appeared first on Concentrix.

Surveys 48

Surveys 48

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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

Genroe

NOVEMBER 12, 2019

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. One of the not so easy phases is implementing […]. The post Customer Feedback Management Meets Quality Systems appeared first on Genroe.

Feedback 45

Feedback Management 45

24-7 InTouch

NOVEMBER 12, 2019

With ramp season in full swing, recruitment is at the top of the priority list. But what can be done to make the recruiting process quicker, more efficient, and more effective? Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season.

Employee engagement 45

Employee engagement 45

ConvergeOne

NOVEMBER 12, 2019

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. Consequently, there is not one day in the life of an IT person that the subject of ransomware goes unmentioned or undiscussed. Today alone, I had two meetings with customers who wanted to talk about Cyber Recovery.

Personalization 44

Personalization 44

Ameyo

NOVEMBER 12, 2019

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. The customers could update the details offline or using e-KYC. Now, … Aadhar e-KYC: What’s In It for your Business Read More » The post Aadhar e-KYC: What’s In It for your Business appeared first on Ameyo.

Banking 40

Banking Customer Service 40

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

Squelch

NOVEMBER 12, 2019

This article, “ Foresight 2020: CX Trends and Predictions ,” was originally published by MarTech Advisor on November 1, 2019. As co-founder and CEO of Squelch, I’ve gotten to know leaders from across the customer experience industry — from world-class analysts to visionary founders of professional organizations and fellow CEOs of the support and success platforms that make top-notch CX possible.

Self service 40

Self service Personalization Technology Customer Experience 40

Ameyo

NOVEMBER 12, 2019

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. The customers could update the details offline or using e-KYC. Now, … Aadhar e-KYC: What’s In It for your Business Read More » The post Aadhar e-KYC: What’s In It for your Business appeared first on Ameyo.

Banking 40

Banking Customer Service 40

CallSource Insights

NOVEMBER 12, 2019

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. Dealers must make getting calls to the right person the first time a priority, so customers don’t hang up and call the next dealership. In today’s automotive marketplace, the phone call has become more important than ever as customers spend less time in the dealership and more time doing

Automotive 40

Automotive Interactive Voice Response Coaching Sales 40

CSM Magazine

NOVEMBER 12, 2019

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. Consider these effective ways to manage your customer service representatives so you can rest assured your customers are receiving the highest possible level of service every time they do business with you.

Customer Service 40

Customer Service Management Call Center Feedback 40

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

delighted

NOVEMBER 12, 2019

A recent Walker eCommerce study reveals that by 2020, customer experience will emerge as a leading ecommerce brand differentiator. Brands will have to differentiate themselves not based on price and product (as they have in the past), but rather on the experience that they provide to customers in both their physical and online retail stores. Creating the exceptional customer experience needed to succeed in today’s competitive retail environment is only possible through relevant, memorable,

Brand ambassadors 40

Brand ambassadors Surveys Feedback Customer Support 40

Up Your Service

NOVEMBER 12, 2019

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. Click “Vote Here” Step 3: Log in via Facebook, Google, or LinkedIn. Step 4: Select Ron Kaufman.

Customer Service 40

Customer Service 40

CSM Magazine

NOVEMBER 12, 2019

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. Here are some key steps you can take to ensure lasting client relationships: 1.

Feedback 40

Feedback Customer retention Personalization Marketing 40