Beyond Philosophy
MAY 21, 2018
Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics. The post How Do You Keep Up with Customer Expectations? appeared first on.
Callminer
MAY 21, 2018
Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a predictions centre.
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ShepHyken
MAY 21, 2018
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Ways Starbucks is Innovating the Customer Experience by Liz Barrett Foster. (QSR) In the fight to win back its brick-and-mortar customers, Starbucks is leveraging technological and experiential methods.
Steve DiGioia
MAY 21, 2018
…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? You lose the opportunity to identify the best way(s) to service them.
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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.
TechSee
MAY 21, 2018
Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Coffee, check email, prep documents for weekly meeting, solicit input from co-workers on slack. Um, Slack? At 8:50 a.m. EST, popular workplace messaging service Slack suffered a massive outage , leaving over a million users around the world unable to send or receive messages and files for almost three hours in the middle of the workday.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key objectives. The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and sh
Mindtouch
MAY 21, 2018
Technical writers and knowledge base managers use and evaluate a variety of tools. There seems to be something for everything. PDF conversion and video editing software. HTML and CSS templates. And don’t forget those handy screen capture tools. Perhaps none of these tools, though, is more important to good knowledge management (nor more scrutinized and debated) than the authoring tool.
Up Your Service
MAY 21, 2018
How do you know if your service improvement efforts are really working? How can you be sure your service culture development program is going to achieve the ultimate objectives of your business? The UP! Your Service “Measures of Success” is a sequence of progressive indicators. Each in turn helps measure if your service culture is getting stronger and your efforts and investments are working.
Livepro
MAY 21, 2018
New in: Look and Feel. A nip here, a tuck there. livepro has been given a fresh facelift. New look livepro. liveproadmin. 2018-05-22T11:41:07+00:00. New look livepro We have improved the look of livepro. This includes: New Colour Scheme. Updated Icons. In-App Help Access. Animated Category Change. Modernised Fonts. Overall Up-to-Date look and feel. New in: Features.
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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
Ameyo
MAY 21, 2018
Could anyone guess the hardest job companies are facing nowadays? No, its not Sales anymore or Marketing, it is how to retain customer loyalty. With most companies investing thousands of dollars to acquire a customer, customer retention has become a crucial task for many.
Tenfold - Contact Center Blog
MAY 21, 2018
The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. The TrustRadius Top Rated awards are unique in that they are an unbiased reflection of customer sentiment, based solely on user satisfaction scores. In order to earn a Top Rated badge for Contact Center Software, products must be in the top tier of the category with 10 or more reviews and ratings.
Ansafone
MAY 21, 2018
Business process outsourcing?(BPO) has served as the backbone of the American manufacturing industry since the late 1800s. Modern developments in business practices have encouraged a range of industries, including information technology, financial services, healthcare, retail and education to embrace contracting professional service providers.? The $135 billion outsourcing industry consists of dozens of services, such as overseeing … What is BPO and Why Should My Business Use It??
Revation Systems
MAY 21, 2018
Connected devices and IoT have exploded in the marketplace, stressing the importance of convenience as the main focus of consumer communications. Today’s society expects responses to be 24x7x365. Whether using WhatsApp or Facetime to catch up with loved ones or renewing prescriptions with a medical provider through a secure portal on a mobile device, mobile consumers are shifting the landscape of communications and demanding flexibility regardless of industry.
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.
VocalCom
MAY 21, 2018
The technologies used in modern contact centers are instrumental in delivering great customer experiences. However, when companies do not optimize the use of these tools, each interaction becomes unnecessarily complicated. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies.
West
MAY 21, 2018
Peak energy demand credits are great. They put less stress on utility infrastructure, reduce wasted electricity and give many customers a discount on their bill. But none of those benefits are possible if utility customers don’t know about them. Or just as unfortunate, they know but choose to ignore them. The Blog 5 Tips to Get Utility Customers Excited About Peak Energy Demand Credits appeared first on West Corporation.
Certified Languages International
MAY 21, 2018
Will a CMS Strategy to Leverage Telemedicine in Rural Areas Lead to an Expansion of Language Access in Telehealth? In recent years, several healthcare organizations, including the American Medical Association and The Healthcare Information and Management Systems Society , called on the Centers for Medicare and Medicaid Services (CMS) to change Medicare reimbursement to better reflect the changing landscape of healthcare.
Waterfield Technologies
MAY 21, 2018
Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy? Whether you do or don’t, it is important that you understand the difference between the […]. The post Understanding the True Value of Omni-Channel Customer Engagement appeared first on Waterfield Technologies.
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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.
Lumoa
MAY 21, 2018
Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.
Lumoa
MAY 21, 2018
What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.
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