ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

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Average Handle Time Metrics Customer retention Call Center 195

Contact Center Pipeline

JULY 31, 2018

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey data isn’t […].

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Employee engagement Surveys Service level Customer Experience 100

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

Customer Experience Matters

JULY 31, 2018

One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people. This video is a great introduction to a discussion with your team.

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Scripts Customer Experience 84

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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.

PeopleMetrics

JULY 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. The question is this: how do you best mine for that gold? Enter text analytics.

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Analytics Telecommunications Wireless Feedback 79

West

JULY 31, 2018

Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price.

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Revation Systems

JULY 31, 2018

We couldn’t release a network security blog series without hearing from our partner organization that makes it all possible, 128 Technology. We’re excited to bring you their unique perspective and knowledge in the following guest post. By Patrick MeLampy. Co-Founder & COO, 128 Technology. — As the COO and co-founder of a networking company, I’m often asked, “What are the best network security practices for cloud-based services?

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SaaS Best practices Engineering Technology 54

Aspect

JULY 31, 2018

When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever. Many companies focus on customer advocacy, or they hire strategic social advocates to promote their products.

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Customer advocacy Contact Center Surveys Sales 54

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. Putting an end to long hold times via our call-back solutions is certainly a part of this dynamic process, and we see the tremendous impacts of it every day with our customers.

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Abandon rate Customer Experience Call Center Enterprise 52

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

Ann Michaels and Associates

JULY 31, 2018

When a customer walks into a retail store, the salesperson has two choices: simply ring up a purchase, or truly help the customer get what he or she really needs. The latter includes learning about the customer and making customized suggestions, while the former lacks any personalization whatsoever. There is typically an opportunity to upsell and when done for the right reasons, customers will be willing to spend more than they initially intended.

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Personalization Upselling Banking Surveys 53

Solvvy

JULY 31, 2018

After co-founders, Mehdi Samadi and Justin Betteridge, graduated with PhDs in artificial intelligence at Carnegie Mellon University, they made the move to sunny California to apply their research and start Solvvy. They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. They joined forces with our CEO, Mahesh Ram, to formally launch the company and the rest is history.

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Customer Support Self service Enterprise Technology 48

Monet Software

JULY 31, 2018

The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the people to do the greatest things. – Ronald Reagan Leadership is an essential quality for a contact center manager. But there are many different ways to lead. For decades the drill sergeant approach was among the most popular, but that’s not as effective anymore, especially with millennial employees.

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Contact Center Morale Scripts Management 48

Branch Mesenger

JULY 31, 2018

A Note From The Editor ??. Introducing: Shiftonomics Weekly. Today, we announced a new and exciting update to our newsletter. Each and every Tuesday, at approximately 11 a.m., Shiftonomics will make its way to your inbox with the latest stories about the world of retail and work. To learn more, read our blog post announcement. As always, thanks for supporting and reading this newsletter.

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Real estate Airlines Construction Advertising 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

Monet Software

JULY 31, 2018

Labor Day weekend is approaching, and while most people are looking forward to the extra day off, contact centers should be looking ahead to analyze how the holiday will impact call patterns. You’ll have agents laboring on Labor Day – but will you have enough to meet consumer demand? These four steps should help to answer that question. Step One: Collect the Data If you have a workforce management (WFM) solution, it will be easy to gather reports from past Labor Days to tabulate call volume, cal

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Contact Center Accountability Sales Marketing 48

Branch Mesenger

JULY 31, 2018

Every two weeks, for the past nine months, our editorial team has curated the best stories that shape the world of retail, work and technology. For those that have stuck around since the beginning, that's more than 22 bi-weekly newsletters. In that time, we have found hundreds of stories about automation, fast food, grocery stores, manufacturing, retail, robotics, the future of malls, and of course, the behemoth that connects to most every headline we curate -- Amazon.

Technology 48

Technology 48

Monet Software

JULY 31, 2018

Fortunately, for those of us who are math-challenged, not every business problem can be solved with an equation. But quality management (QM) can – and the formula is a surprisingly simple one: Call Recording + Speech Analytics = Quality Management Why are more contact centers not aware of this? Perhaps they haven’t changed their approach to quality management for more than a decade.

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Quality management Management Analytics Contact Center 48

OctopusTech

JULY 31, 2018

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Engineering 48

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

Relay Blog

JULY 31, 2018

By now, you’ve probably noticed that artificial intelligence is making its mark across a range. The post Smarter Customer Experiences: 9 Real-World Examples of AI in Customer Support appeared first on Relay.

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Customer Support Customer Experience 45

Bright Pattern

JULY 31, 2018

Last week we launched Part one of our Effortless, Personal Omnichannel Customer Service blog series and gave you our top two tips! You learned in Part one what makes a true omnichannel contact center and why omnichannel is the key to survival (be the disruptor, not the disrupted!). In Part two we will leave you with three more keys to making omnichannel customer service effortless and personal.

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Personalization Customer Service Contact Center 41

Thinq

JULY 31, 2018

Cloud-based services are responsible for allowing small and medium-sized businesses (SMBs) to compete effectively with larger enterprises. A cloud-based call… The post Why Does a Cloud-Based Call Center Need Integration? appeared first on thinQ.

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Call Center Enterprise Contact Center Customer Service 40

Hodusoft

JULY 31, 2018

We saw plenty of changes in call center work culture, training and customer experience landscape in 2017. Remote communications and mobile solutions were at the forefront of everyone’s minds. Features like predictive dialers, smart analytics, real-time reports and vital integrations benefits were in vogue. 2018 is shaping up to be the year of higher analytics and strategic thinking.

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Enterprise Call Center Customer Service Contact Center 40

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.

Contact Center

Thinq

JULY 31, 2018

Cloud-based services are responsible for allowing small and medium-sized businesses (SMBs) to compete effectively with larger enterprises. A cloud-based call… The post Why Does a Cloud-Based Call Center Need Integration? appeared first on thinQ.

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Call Center Enterprise Contact Center Customer Service 40

Genroe

JULY 31, 2018

Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages. Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs […].

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B2B SaaS Sales Marketing 40

24-7 InTouch

JULY 31, 2018

When it comes to sensitive information, brands need to know that their contact center partner has their back. Customer data is precious, which is why a comprehensive information security program should always be in place. So, what should be included? We’ve laid out the details below.

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Contact Center 40

Help Scout

JULY 31, 2018

Let’s just speak the truth about writing to customers: It’s difficult. Customers can be rude. Their writing can be unclear. And if your team has to be great at responding to customers in both email and chat, that’s even more difficult. While the two channels do require some of the same writing skills — using correct grammar, writing in a friendly tone — a great email writer and a great chat writer are as different as an Olympic sprinter and a World Cup goalie.

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Analytics Accountability Personalization Scripts 40

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Genroe

JULY 31, 2018

Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages. Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs […].

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B2B Sales Marketing 40

Quadient

JULY 31, 2018

For a word that was only coined in 1937, “spam” has had an interesting journey – from canned food, via Monty Python sketch, to one of the major consumer irritations of the digital age. Businesses are feeling the stress of spam too – and not just because they’re also on the receiving end. Organisations that exist purely to spam consumers with irrelevant messages help give all customer communications a bad name – and make consumers more wary of relevant, useful information from scrupulous organisa

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Solvvy

JULY 31, 2018

The post Looking Forward: The Future of Customer Support appeared first on Solvvy.

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Customer Support 48