Thu.Aug 24, 2017

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Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center. In this fourth […].

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6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction.

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Costly Consequences: A Tale of Two Customer Support Calls

aircall

Prologue. It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two voices on two other ends exclaim, “I’ve ordered something from your website, but it never came.”.

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Bots and AI: The Current State of Technical Maturity

Nexmo

Bots have come a long way since the days of using chatbots in your IRC channel or instant messenger. But just how far have they come from a tech standpoint? Yes, every company and business media outlet is talking about them, but what are the real bits and what’s just hype? To help me separate […]. The post Bots and AI: The Current State of Technical Maturity appeared first on Nexmo.

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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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Running a Terrific Customer Meeting (Before, During, and After)

Amity

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.

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Tips for Increasing Readability of Customer Communications

Topdown

Forrester recently established the correlation between clear customer communications and increasing revenue. Using plain and simple language builds trust, which improves customer experience and retention, which positively impacts your bottom line. In contrast, confused customers call your support line for clarification or leave your brand for one they see as more trustworthy and easy to deal with, costing you money.

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Running a Terrific Customer Meeting (Before, During, and After)

Amity

Louise Philp, CCO at Amity, knows a thing or two about Customer Success. We decided to get her advice on some questions we receive from community members. Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Customer meetings are a great relationship building tool, but they’re too often conducted as a “check-in” call that doesn’t deliver added value and fails in pushing the relationship forward.

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What is a Webhook and how can I use them?

Inbenta

If you were offered something that could save you valuable time, would you say no? That is essentially what a Webhook is. It is a user-defined HTTP callback which retrieves and stores data from an event, usually from outside of your software application. As opposed to an API which requires you to be constantly polling , webhooks will let you know when information has been received, saving you valuable time.

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Avoid Angry Customers with The No Fault Technique

Toister Performance Solutions

A subscriber recently sent me the transcript from a chat session she had with a customer. Her customer had gotten angry and ended the session abruptly. He then complained in a survey about the service he had received. The subscriber asked me, "What did I do wrong?" The gist of the chat session is the customer wrote his payment wasn't going through. The customer service representative responded by saying that, based on the error message the customer received, the most likely causes were an incorr

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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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Costly Consequences: A Tale of Two Customer Support Calls

aircall

Prologue. It was the best of times, it was the worst of times, and it was 2:24 PM when the two customer support calls were placed. They made their way through office phone systems, through two headsets and fell on two sets of ears. Two agents picked up, gave their names, and listened to two voices on two other ends exclaim, “I’ve ordered something from your website, but it never came.”.

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What are Bank Contact Centers Doing Right?

NICE inContact

inContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. The American Customer Satisfaction Index (ACSI) reported that banking customer satisfaction increased 5.3% for 2016, and courtesy and helpfulness of tellers or other staff was the top ranking subset, website satisfaction next and call center satisfaction rounding out some of the top categories of rating.

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What is Emotional Intelligence & Why Does it Matter?

The Mindful Call Center

*It was my pleasure and honor to write a guest article for ICMI.com Copyright © 2017-ICMI. All rights reserved. Reprinted with permission from ICMI It seems everywhere you turn; lately, there is a reference to Emotional Intelligence. What is it? Where did it come from? And how can it make a difference in your business? These are the questions we are going to answer, and you may be surprised at how much you already know.

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Grading customer service excellence

Vonage

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He would grade a support technician as ‘A’ if the Service Level Agreement (SLA) norms have been met, and ‘A+’ for any additional enthusiasm shown.

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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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CX Journey™ Musings: The Problem with Journey Maps

CX Journey

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map custom

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How Talkdesk Stays on Top of PCI Compliance

Talkdesk

Conversations that take place through Talkdesk are a great way to exchange information, but not all information can be treated the same way, especially individual payment information. This sensitive data needs to be treated differently. In fact, the Payment Card Industry Data Security Standard is a standard set to maintain control over the transmission and storage of personal payment information.

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Ready to Soar? Align Your Analytics and Customer Engagement Strategies

Verint

What are customers telling you? What drives their behavior? Which behaviors are impacting your business right now? These questions have never been easy to answer—but today, there are more opportunities to address these questions. The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy.

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Universal Routing is Tao for the Omnichannel Contact Center

Avaya

Is the key to omnichannel simply adding more channels? That is, if you supported every fathomable channel—all of which were seamlessly integrated—would your contact center become its strongest? I’d say no. Not until you’re ready to evolve a core element of omnichannel that is often overlooked. Read on to learn the impact that universal routing can have.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the