Mon.Jun 03, 2019

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9 Mistakes You’re Making in Your Live Chat Support (and How to Correct Them)

LiveChat

Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line. That said, many businesses are routinely making the same mistakes in their live chat. Mistakes which can damage their brand and lose valuable customers.

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The Agent Churn Cycle: Why It Happens and How to Prevent It

Callminer

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand.

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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.

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Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analytics

Callminer

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

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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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5 Top Customer Service Articles for the Week of June 3, 2019

ShepHyken

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. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. (Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

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Two Concentrix Staff Win Connected World’s 2019 Women of M2M Award

Concentrix

Cereen Varghese and Denise McCutchen Grace Demonstrate Leadership Concentrix thought leaders Denise McCutchen Grace and Cereen Varghese were chosen for influencing the advance of technology and contributing to the growth of emerging technology. The award sought smart, tech savvy and successful women in the technology sector. These women have also gone above and beyond to.

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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.

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Quality, Productivity, and Striking the Right Balance

Customer Service Life

Image by Harald Funken from Pixabay. This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets and dashboards packed with tons and tons of analytics, you’re probably not alone. And while many of these metrics have their purpose, when it comes to agent performance, there are really two types of metrics that matter.

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How to Improve Customer Experience with Content Marketing

GetFeedback

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you.

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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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Are You Best Positioned to Digitally Transform and Differentiate Your Organisation?

NICE inContact

Salesforce World Tour London 2019 is over, and we at NICE inContact in UK and Ireland already are planning and looking forward to next year’s event. This was the first time that we have participated in the UK event and what a thought-provoking, hectic, yet ultimately rewarding day it was — even if the feet were a little sore at the end of the day! From the moment the doors opened at 8am until the closing, there was a vibrancy and buzz about the place which I have not seen for some time at an ind

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Customer Satisfaction Questionnaires—Top Benefits of Using Them

GetFeedback

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. With a fast-growing business, it’s important to do anything you can to continue to boost growth and customer happiness—and customer satisfaction questionnaires are one of the best ways to do that.

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Calabrio Acquires Teleopti: A Shared Mission to Humanize the Workplace

Calabrio

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship. Modern contact centers must be able to quickly respond to customers across multiple channels, and this task has become increasingly difficult as today’s customers demand faster access t

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How to Improve Customer Experience with Content Marketing

GetFeedback

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

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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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Why Everyone’s Putting Customer Knowledge First

Concentrix

Learn how to collect and read the right kind of customer data to help your business grow. The post Why Everyone’s Putting Customer Knowledge First appeared first on Concentrix.

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How to Improve Customer Experience with Content Marketing

GetFeedback

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

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5 Innovative Ways to Personalize the Customer Experience

VocalCom

Building relationships with customers begins with personalization. When companies tailor each customer experience to the needs of the individual, they are able to foster the kind of loyalty that makes these customers recommend the brand to others. As Forrester points out, 77% of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience.

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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

Learn how to build a customer service survey that will increase your customer response rate and get you the customer data you need to succeed.

Surveys 74
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How Next-Gen Cloud Contact Centers Are Revolutionizing CX

Talkdesk

The rise of the cloud has spurred remarkable transformation across nearly every industry. Contact centers, oftentimes considered archaic, slow-moving and inflexible are transitioning to a cloud-based model that enables them to become nimble, scalable and innovative. This transformation seems attractive to contact center professionals as it enables them to accomplish much more than they would traditionally with a typical on-premises solution at a fraction of the cost.

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Customer Satisfaction Questionnaires: Top Benefits of Using Them

GetFeedback

There are several benefits that customer satisfaction questionnaires lend to your team, even outside of your customer support and experience functions.

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AI IRL Podcast Episode 22: How AI Helps You Keep an Unbroken Interaction With Your Customer

bold360 Blog

Subscribe via iTunes , Spotify and more. There was a time when all the transactions of companies and their buyers were episodic. That time is past. With the proliferation of so many digital touchpoints, you no longer have to wait in line to speak to someone from a company. You can get instantaneous feedback from social media, WhatsApp, etc. It’s a challenge for companies to rise to that expected level of service.

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Introducing the Modern Voice: Intelligent, conversational experiences

Nuance

Think of the conversations you have every day. They’re rarely straightforward. We get hundreds of new thoughts as we’re speaking, we go on tangents about other topics, and we end up talking about things we never expected to. And that’s great. Sometimes the best results come from when a conversation de-rails—it can lead to exciting […] The post Introducing the Modern Voice: Intelligent, conversational experiences appeared first on What’s next.

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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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9 Essential Tips for Winning at Customer Success

ProProfs Blog

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication. You can reach whoever you want, whenever you want, at any circumstances as long as you have a battery and an internet connection. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well.

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How Much Does a Business VoIP Phone System Actually Cost?

aircall

Talk is cheap, but communication is priceless. A reliable way to interact with customers, clients, and prospects is vital to running a business. Which makes picking the right phone system a critical choice for your company’s success. While it was certainly understandable to critique VoIP (Voice over Internet Protocol) phone quality in the past, it has come a long way.

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The Danger of Relying on “Statistical Significance”

Maru Group

“Is that statistically significant?”. This question sounds scientific and well-meaning, but is too often misguided and dangerous according to leading statisticians. The popular misconception that being statistically significant. is the be-all and end-all of truth has many unintended consequences. The biggest problem is that often what appears to be fact is simply statistical noise, and what may well be fact is sadly ignored.

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Stratifyd Spotlight: Meredith Fulton

Stratifyd

Estimated reading time: 5 minutes. Being a woman in tech is hard; and being a woman in tech in Silicon Valley is even more challenging. But, Stratifyd’s Sales Director of the West, Meredith Fulton, is no stranger to adversity. After overcoming mental and physical challenges at a young age, she has taken her experiences and used them to shape the person she is today.

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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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The Danger of Relying on “Statistical Significance”

Maru Group

“Is that statistically significant?”. This question sounds scientific and well-meaning, but is too often misguided and dangerous according to leading statisticians. The popular misconception that being statistically significant. is the be-all and end-all of truth has many unintended consequences. The biggest problem is that often what appears to be fact is simply statistical noise, and what may well be fact is sadly ignored.