Tue.May 14, 2019

6 Reasons Why Retailers Should Embrace Contact Center Outsourcing

Working Solutions

Every year, a larger percentage of retail business is conducted via the online marketplace. Well known as this fact is, it’s surprising how few companies have really embraced the full range of possibilities offered by online communications to give their customers a truly comprehensive and satisfying experience. Of course, doing so isn’t exactly child’s play. […]. Call Center Outsourcing contact center outsourcing

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.

High Absenteeism? Consider Your Agents’ “Breaking Point”

Contact Center Pipeline

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy.

Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off?

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Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.

Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX

Kristina Evey

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized

How should hospitality prepare for the coming downturn (whenever it happens)?

InTheChat

In a period of turbulent and uncertain economic outlook, there is growing concern about whether the hospitality industry should be preparing for a coming recession. The problem is that the economic indicators analysts commonly look to make predictions.

How direct-to-consumer brands turn customer service into word-of-mouth marketing

TELUS International

CX Best Practices

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

How Millennials Are Changing Customer Service

Ansafone

Millennials make up more than 20% of the US population, but they are one-half of the workforce. As younger millennials graduate and join the workforce, they will comprise more than 75% of the labor force by 2025. Any group that comprises 75% of the workforce also holds the majority of spending power.

How Valued Engagement Touchpoints Help Build a Proactive Customer Success Strategy

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.

Why Communities & Relationships Drive Sustainable Business Growth, Not Sales

Nicereply

Strong communities form an important part of customer retention strategy, because they keep customers coming back for more. Communities are powerful. Just take the example of a biker gang like the Hells Angels. They are united by their love of Harley Davidson motorcycles, wear identifying clothing like biker jackets and patches, attend regular hangouts, and share values.

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Five Elements that Create Service Stress for Customers

Strikedeck

Andy shares what causes stress for the customer, and what you can do to assuage it. Customer Success Customers Onboarding saas value realization

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A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Intraday Management — GPS for the Contact Center

inContact

When it comes to sense of direction, I’ll admit I’m closer to “can’t find her way out of a paper bag” than “has a strong internal compass.” So you can understand that GPS navigation is riding shotgun when I’m on the road and is in my top-five most frequently used apps. As I slogged along the 101 here in Southern California recently, I realized that my navigation is a lot like the intraday management and reforecasting capabilities available within workforce management platforms. Say what?

How a Help Desk Ticketing System benefits Customer Service

Ameyo

If you are into a company that offers customer support, you would be well aware of its challenges. Customers demand perfection and proactive responses to their queries. They are customers who either make or break your business.

3 Ways to Expand Channels and Not Risk

LiveVox

Consumer demand for multichannel engagement continues to accelerate and its impact on the bottom line is more substantial than ever. In fact, a recent report from Aberdeen Research* noted that companies with extremely strong omnichannel customer engagement see a 9.5%

The Power of Transformation

CX Chronicle

Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Meet the CallSource Team: An Interview With Debra Thompson

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Debi Thompson. Title: Web and Social Media Manager. When did you start working for CS?

Survey Shows Call-Back Deployments Have Doubled in Some Regions

Fonolo

More and more call centers are offering a call-back option as an alternative to putting customers on hold. At Fonolo, we see this trend through the increased demand of our own call-back solution. We also see it in survey results such as this one from Contact Babel last year.

Video Games versus Customer Service

Taylor Reach Group

by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans.

How to Learn and Remember Customer Names

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why are Learning Programs for Remote Customer Service Teams So Important

PlayVox

Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone.

Demystifying artificial intelligence’s role in contact centers

Cisco - Contact Center

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020.

Episode 50 – The Real Benefit of CX is AFTER the Sale

Kristina Evey

? Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read More Episode 50 – The Real Benefit of CX is AFTER the Sale. The post Episode 50 – The Real Benefit of CX is AFTER the Sale appeared first on Kristina Evey. Customer Experience Management Podcasting sales and marketing Uncategorized

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Make Sure your CX is Switched on During the Big Switch-Off

Cyara

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services.

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How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

What is the Cost of Employee Turnover in Your Contact Center?

SharpenCX

The cost of turnover is more than the dollar amount you spend to fill an agent’s seat. Every time your contact center loses an agent, operational costs skyrocket. Your remaining agents get overloaded with interactions, so they can’t keep pace. Read More.

Improving compliance and client service in the era of digital transformation

Nuance

In a recent blog, I discussed how the financial services industry needs to rise to face the challenge of digital transformation, all while trying to remain competitive, maintain compliance and improve the customer experience. During a recent meeting with my team, this topic came up again.

Why CX Leaders Need to Rethink Using Incentives for Employees

inmoment

From meeting sales quotas to achieving high levels of customer satisfaction, incentivizing employees is commonplace for organizations aiming to increase performance within their workforce. Customer experience leaders are no different. According to Forrester , 85% of companies tie CX to compensation.