GetFeedback
NOVEMBER 30, 2018
Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Given these expectations, implementing a live chat feature should be a no-brainer for your business.
ShepHyken
NOVEMBER 30, 2018
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.
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Taylor Reach Group
NOVEMBER 30, 2018
There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding. This is my top ten list of really dumb things that smart call and contact center executives do. If you have any dumb things to add to the list let me know or comment below. 1.
Beyond Philosophy
NOVEMBER 30, 2018
Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on.
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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.
Myra Golden Media
NOVEMBER 30, 2018
Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. I share simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
NOVEMBER 30, 2018
This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training. It all starts with a Discovery Discussion, where I learn about what my client wants to accomplish with the training.
BlueOcean
NOVEMBER 30, 2018
Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth.
Liveops
NOVEMBER 30, 2018
How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance.
TeamSupport
NOVEMBER 30, 2018
It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over. If you’re a customer service manager looking to hire new agents, or if you’re an agent looking to do better at your job, there are certain traits to look for and improve upon.
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.
Monet Software
NOVEMBER 30, 2018
Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes it easier to anticipate staffing requirements, and a workforce management solution that delivers precise results. But it all begins with data. A WFM solution cannot do its job without historical data that provides insight into service level metrics and past experience.
Aspect
NOVEMBER 30, 2018
Richtig schlechter Kundenservice schafft es oft in die Schlagzeilen. Keine erstrebenswerte Werbung! Aber auch eine „nur“ unbefriedigende oder einfach mittelmäßige Servicequalität ist mit Sicherheit kein Wettbewerbsvorteil. Kein Unternehmen kann es sich langfristig leisten, sich im unteren Service-Mittelmaß einzurichten, sondern sollte Verbesserungen anstreben.
Monet Software
NOVEMBER 30, 2018
The frustrating thing about performance management (PM) is it’s never going to be perfect. Of course, that’s not uncommon in business. The perfect sales pitch, the perfect product launch, the perfect contact center script – these are goals to chase, and if we don’t reach them we should still keep trying. With contact center performance management, the challenge is usually in the data.
Kayako
NOVEMBER 30, 2018
It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.
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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.
Liveops
NOVEMBER 30, 2018
How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance.
Kayako
NOVEMBER 30, 2018
It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.
Tethr
NOVEMBER 30, 2018
Companies have historically recorded their customer conversations for quality assurance, training and compliance purposes but, until recently, have had no way of mining this data for insights—at least not in a scalable and cost-effective way. Instead, companies have relied on people (typically in quality assurance) to manually listen to calls to glean information.
West
NOVEMBER 30, 2018
No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations. So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market.
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.
Monet Software
NOVEMBER 30, 2018
Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism, etc. It’s something to be avoided as much as possible, obviously. There are many ways a contact center help reduce shrinkage, from tightening forecasts to cover durations as short as 15 minutes, to tracking shrinkage with workforce management (WFM).
ChurnZero
NOVEMBER 30, 2018
Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot.
Monet Software
NOVEMBER 30, 2018
That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part of their jobs. Unless those agents are dozing in their cubicles. But as a nation our sleep patterns are changing. Several recent studies devoted to this topic suggest that more people are getting just six hours of sleep a night – or less.
GetFeedback
NOVEMBER 30, 2018
An inside look into GetFeedback's best practices for live chat customer service.
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.
Monet Software
NOVEMBER 30, 2018
Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There were many more state and local bank branches back then, each offering different checking and savings account products to entice customers. Today, however, the industry is dominated by national and global brands, all of which offer more or less the same services.
Infinity
NOVEMBER 30, 2018
Brands no longer expect their agencies to perform marketing campaigns alone. They expect a service that offers access to a comprehensive tech stack to bring additional strategic information and revenue to their business. In our blog, we have covered a vast number of ways that call tracking is beneficial to an end user, such as marketing insights , sales improvements , and customer journey optimisation.
Stratifyd
NOVEMBER 30, 2018
Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd. The company is international, and therefore appreciated Stratifyd’s ability to support more than 25 languages.
Up Your Service
NOVEMBER 30, 2018
I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended family. There were thousands of presentations over four days on data, devices, and technology, and you can see many of these online. But what really stood out for me was how Salesforce is an example of the GROWING value of ETHICAL values.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Stratifyd
NOVEMBER 30, 2018
Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd. The company is international, and therefore appreciated Stratifyd’s ability to support more than 25 languages.
LiveChat
NOVEMBER 30, 2018
Keeping your customers unhappy for long is bound to affect your business in a negative way. Do you know that U.S. companies lose over $62 billion annually , simply because of poor customer support? You might find it quite alarming that just after one negative experience, 51% of customers are not likely to deal with that company again. If you are wondering why the business graphs and progress reports of your company are not really impressive, there might be a poor or less competitive digital CX s
NICE inContact
NOVEMBER 30, 2018
One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two.
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