Tue.Sep 18, 2018

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Why It’s Time for Your Contact Center to Embrace Omnichannel

Contact Center Pipeline

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit. “They expect to interact with brands from anywhere, at any time and on any device, making it imperative for […].

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Amazing Business Radio: Gregg Lederman

ShepHyken

Give Employees What They Crave Most. Take Time to Properly Motivate Your Team. Shep Hyken sits down with Gregg Lederman to talk about his new book, Crave: You Can Enhance Employee Motivation in 10 Minutes by Friday. They discussed how to replicate your best people and give them the happiness and motivation they crave and deserve. ?. Top Takeaways: Your employees’ attitudes and actions are affected by the three things they crave the most: Respect: Respect them for who they are and what they

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The Residual Benefits of Working With a Call Coach

CallSource Insights

Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills. Sure, coaches will help your employees develop their abilities to set more appointments – but it doesn’t stop there.

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Listening & Empathy Is Key To Stemming The Tide Of Customer Churn

Callminer

The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal.

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The 2023 Verint Experience Index: Retail

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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Top 5 Mistakes in Customer Experience (CX)

Topdown

Customer experience (CX) is more than just icing on the cake—it is a complete recipe for business success. How customers perceive their interactions with a company translates into serious financial implications.

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How to Improve Your Employee Net Promoter Score

Satrix Solutions

Rather than finding out how employees feel about working for your company at the water cooler, why not go directly to the source and ask? A measurement tool like Employee Net Promoter Score (eNPS) is a simple yet informative way to measure and improve employee loyalty and engagement. What’s more, insights the survey uncovers can be used to develop strategies to improve employee loyalty.

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7 Keys to Effective Contact Center Team Leadership

Transparent BPO

I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.” So, like many people thrust into this new role, I hit the internet and tried […] The post 7 Keys to Effective Contact Center Team Leadership appeared first on Transparent BPO.

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Making Lives Better with Alorica Launches in Canada

Alorica

Making Lives Better with Alorica (MLBA) has expanded into its fourth international region—Canada! MLBA Canada is kicking off with three chapters—Montreal, Toronto and Hamilton—the latter which will consist of two Alorica sites—Brantford and Hamilton. Chapters are led by their local boards made up of Alorica team members and receive support from the nonprofit’s board of directors—Joyce Lee (Founder.

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5 Benefits of Blended Call Center You Should be Aware of

OctopusTech

Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations. As a result, precious time is wasted doing these arduous tasks thereby, affecting the overall productivity of the related call centers.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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4 Secrets Your Sales Team Can Learn From The Competitive Sports Arena

Win the Customer

Some popular products seem to sell themselves, but the reality is the success began with a process. The same is true in the business of professional sports, a $60 billion-a-year industry where some franchises grow into monster brands. Sales managers in many industries sometimes use sports themes in their coaching -– competitiveness, dedication, strategy execution, etc.

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3 Contact Center Challenges You Can Win With Technology

Jive

As far as industry buzzwords go, none have had a bigger impact than “cloud.”. Whether you’re a small to medium enterprise or a major blue chip corporation, the Cloud has been lauded as the solution to common communication, storage, and productivity challenges. The value of the Cloud is especially relevant for the contact center industry. Between the pressure of handling clients, maintaining efficient operations 24/7, and ensuring cost-efficiency, there are a lot of issues that contact centers co

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The Best Time to Provide Service Culture Training

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Any service culture initiative will eventually involve training. The big question is, "When?" I've gotten a lot of calls from customer service leaders lately who have wanted advice on service culture training.

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How to Hire the Right Agents

SharpenCX

Attacking agent attrition means throwing old management methods out the window and starting new. It means coaching better and more often. It also means changing up the way you hire agents. The revolving door of agents keeps going ‘round when. Read More. The post How to Hire the Right Agents appeared first on Sharpen Contact Center Software.

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The Open CCaaS Advantage Report

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.

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Where Will Humans Fit in the Future of Customer Service? [Event]

aircall

It’s a tough time to be reading news headlines if you happen to be a human working in customer service: 85% of Customer Service Interactions to be Handled Without Humans By 2020. 67% of Customers Prefer Self-Service to Speaking With Reps. Nearly Half of ALL Jobs Are Vulnerable to Automation. But once you dig a little deeper and start asking questions, you start to see that this bleak forecast isn’t necessarily settled science.

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The Most Important Questions to Ask When Collecting Customer Feedback

Method:CRM

[…]. The post The Most Important Questions to Ask When Collecting Customer Feedback appeared first on Small business insight from the #1 QuickBooks CRM.

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It’s High Time to Enhance Your Event Ticketing App With Advanced Functionality

CSM Magazine

A packed hall is a good sign for an event hosting provider, because spectators constitute a major revenue opportunity for them. Viewers bring direct income in the form of ticket, souvenir, food, beverage, and other online and physical sales. However, enticing crowds of people to your venue is no low-hanging fruit. One way to attract as many viewers as possible is to offer a great mobile experience.

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Collaboration Vendors to Watch - Our BCStrategies Podcast

Jon Arnold

Been offline a few days, but now back to posting. Getting real busy again on a few fronts, and before things get too hectic, I’ve been meaning to share this podcast. As part of BCStrategies , we record podcasts regularly, and this is a topic we’ve been meaning to do for a while. The big players by nature get most of the limelight, and this time around, we wanted to focus on lesser-known companies who are doing interesting things.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Your Guide to Understanding Call Center Operations

ChaseData

Many companies around the world rely on the operations of a call center to provide customer service and address questions and concerns that consumers have about their goods or services. Others may utilize call centers to reach out to potential customers to make sales. They all use a fairly straightforward method of operations to create manageable workloads for employees while also providing top-quality service for those who place or receive calls.

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Customer Service Burnout: Why, When, & How to Minimize Agent Turnover

Relay Blog

Customer service has long been a high turnover industry. The call center industry in the. The post Customer Service Burnout: Why, When, & How to Minimize Agent Turnover appeared first on Relay.

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Customer Grievances Beyond the Grave: Why Experiences Matter

Avaya

I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner, 75% don’t believe their VoC programs are effective). It’s not a matter of if but when feedback will be shared about a company’s quality of product, service, and overall customer value. These experiences matter, and always will.

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5 AI Powered-Steps to Improving the Customer Experience

ConvergeOne

Automation has been changing the customer experience (CX) for years with self-service and predictive routing. Artificial intelligence (AI), however, takes it to a whole new level. To understand this, we must first weed through some of the hype. For example, AI is not going to entirely replace your workforce. As Leslie Willcocks, a professor at the McKinsey London School of Economics, stated, “AI will take the robot out of the human.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Top challenges with police incident reporting

Nuance

The most valuable use of a police officer’s time is actively spent – actively patrolling and protecting communities, solving and closing cases, and sharing mission-critical information. Heavy reporting demands can seriously slow down such dynamic operations, often at the expense of other policing priorities. Each day law enforcement professionals face reporting challenges, all of which […] The post Top challenges with police incident reporting appeared first on What’s next.

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CSM from the Trenches: Mentors – Benoit Bouteille, Customer Success Director, Tinyclues

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Talkdesk Guide to Dreamforce 2018

Talkdesk

What do Al Gore and Metallica have in common? Dreamforce 2018! Dreamforce 2018 continues to upstage all previous years with some extraordinary keynote speakers, a massive menu of breakout sessions and a seriously insane rock concert. Former Vice President, Al Gore, will be headlining as one of the main keynote speakers and Metallica will be there to rock our faces off on Tuesday at The Concert for Kids.

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5 Customer Experience Lessons from Showrooming & Reverse Showroom Marketing

Working Solutions

Once considered a real threat to retailers, showrooming has become a powerful tool for driving sales and customer loyalty, thanks to reverse showroom marketing. Not long ago, showrooming sounded the death knell for brick-and-mortar retailers. And for good reason: The practice of customers first shopping at a local store and then buying online later at […].

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Aligning Artificial Intelligence with Human Talent to Transform Customer Experience

Creative Virtual

By Chris Ezekiel, Founder & CEO. I recently presented on the CRMXchange Technology Innovation Showcase , a webinar we‘ve done for the last six years. Presenting on a webinar for an hour with about a hundred company executives listening from all parts of the world, with potentially hundreds of people listening to the recording later, and without any friendly faces to look at in the audience, or in fact without any feedback whatsoever, doesn’t sound like much fun!

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What Is Support-Driven Growth?

Help Scout

Plenty of companies pay lip service to customer service being the heart of the business. With Support-Driven Growth, it actually is. To the uninitiated, “Support-Driven Growth” might first appear like a fancy name for customer success, or a souped-up method of filtering prospects to the sales team — but it’s much more than that. At the risk of sounding grandiose, Support-Driven Growth is a new way of doing business.

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What Does it Mean for Commerce to be Conversational?

Fonolo

I just returned from the excellent Conversational Commerce Conference. It’s not a big event (just one track over two days), but it is very focused. I heard two excellent success stories on recent bot deployments. I think I need to revise downward my bot-skepticism a bit. The highlight for me was a fireside chat with Dan Miller , Mitch Lieberman and Chris Messina over what exactly is meant by saying something is “conversational”.