NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Liveops

NOVEMBER 9, 2018

Companies are reaping rewards by embracing remote work. Current trends signal a future where work from home options become the commonly accepted standard over the 9-5 office jobs of the past. While almost all workers across the nation and globe are elated by this movement, companies and organizations have high expectations for output as an outcome, and for good reason.

Call Center 78

Call Center Marketing Technology Management 78

Aspect

NOVEMBER 9, 2018

Yesterday I got an email from my Flexible Spending Account (FSA) provider. An FSA is a special account you put pre-tax money in that allows you to pay for certain out-of-pocket health care costs. There are specific rules for how the money can be spent and sometimes the provider may need additional documentation to ensure the “purchase” qualifies. Apparently my provider is in need of that documentation and in the meantime, my FSA card is suspended. .

Customer Care 59

Customer Care Contact Center Accountability Best practices 59

Beyond Philosophy

NOVEMBER 9, 2018

We all know the retail landscape is changing. But what should it be changing to? What are the opportunities and problems? Colin and Ryan interview Amit Sharma, CEO of Narvar, about how retailers can create emotional connections with shoppers in a technology-driven world. Colin will reveal how you can benchmark your organization performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

Benchmark 275

Benchmark Technology Personalization Customer Experience 275

Advertisement

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.

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Developing and maintaining a successful enterprise in today’s demanding business landscape is no easy task. It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can

CRM 239

CRM Enterprise Benchmark outsourcing 239

Concentrix

NOVEMBER 9, 2018

Named Outsource Contact Center of the Year in Northern Ireland Belfast, UK – Concentrix was handed Outsource Contact Center of the Year in Northern Ireland at. The post Concentrix Wins at the CCNNI Awards appeared first on Concentrix.

outsourcing 89

outsourcing Contact Center 89

Taylor Reach Group

NOVEMBER 9, 2018

This is a position we’re sharing for a Taylor Reach client. While we’re not recruiters, we’re always happy to help our clients reach out to locate amazing candidates for open positions. SUMMARY. The Director of Community Information plans and implements contact/call center strategies and operations; improving ROI, company performance, customer experience, processes and systems while contributing to the sales goals of the company.

Call Center 80

Call Center Analytics Coaching Education 80

AskNicely

NOVEMBER 9, 2018

You asked for more CX Obsession , and we’re making it happen. After two successful runs in Portland (with a combined event NPS of 66.7!) you had one question for us: when and where is your next event? We crowdsourced some location ideas and Seattle came out on top! We are thrilled to bring our CX love to the Emerald City. View details and register here!

Technology 60

Technology Customer Experience 60

TeamSupport

NOVEMBER 9, 2018

There are A LOT of features available for companies to choose from when deciding what’s important in their Business to Business (B2B) customer support software solution. We made this list to help companies think about the key features these solutions offer and their value. Without further ado, here’s our list of 20 essential features in a B2B customer support system: Customer AND contact tracking – B2C software only tracks at the contact level, so make sure you also track at the company level to

B2B 53

B2B Customer Support Self service B2C 53

Advertisement

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

Surveys

Kayako

NOVEMBER 9, 2018

1. Not Starting at Google. 2. Unguided Experiences. 3. Hard to Find Information. 4. Basic Support Submittal Forms. 5. Wounded Agent Experiences. “The less effort a customer goes through to do business with you, the better.” — Shep Hyken. A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance.

Customer effort 48

Customer effort B2C B2B Customer retention 48

Liveops

NOVEMBER 9, 2018

Companies are reaping rewards by embracing remote work. Current trends signal a future where work from home options become the commonly accepted standard over the 9-5 office jobs of the past. While almost all workers across the nation and globe are elated by this movement, companies and organizations have high expectations for output as an outcome, and for good reason.

Call Center 48

Call Center Marketing Technology Management 48

Jon Arnold

NOVEMBER 9, 2018

Am just back from Talkdesk’s event in San Francisco, so it’s been a busy week. Lots to like - and learn - about what they’re doing, and I summarized that in two posts, both of which have been published now on GetVoIP.com. If you haven’t seen them yet, the links are here and here. As always, comments and sharing are welcome. Otherwise, here are a few of my photos from the event, and with that, we’re on to Miami, and BroadSoft Connections on Monday!

Contact Center 45

Contact Center 45

ChurnZero

NOVEMBER 9, 2018

The following is a guest blog post by Kayleigh Alexandra content writer for Micro Startups. . How Customer Success Differs from Customer Service, Experience & Everything Else! There’s customer service, customer success, customer experience, customer happiness, customer loyalty, customer retention… and a lot of customer confusion. Industry terminology can be useful, but it can also prove wildly disruptive when it comes to actually agreeing on strategies for getting things done — it isn’t enou

Customer Service 45

Customer Service SaaS Customer retention Morale 45

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

UJET

NOVEMBER 9, 2018

Automation is how you take an exceptional customer experience and make it scalable.

Customer Experience 56

Customer Experience 56

CustomerSuccessBox

NOVEMBER 9, 2018

As the world is moving towards a subscription economy, all the post sales functions (customer onboarding, customer success, customer support, renewals etc) are increasing in importance. Out of all the post-sales functions, customer onboarding is one of the critical functions that decides how fast your company will grow. No matter how good your product or your sales team is, if the customer is unable to gain value during onboarding, s/he is likely to churn.

CRM 40

CRM SaaS B2B Sales 40

Etech GS

NOVEMBER 9, 2018

We have seen a tremendous response from you regarding your awareness of unusual activity on the Etech infrastructure. Most importantly, your alerts to the security team allow us to take appropriate measures to ensure Etech, Etech clients, and employees remain secure. Thank you for doing your part! Although we continue to take measures to secure Etech systems and facilities, malicious actors will always attempt to find a weak link to any organization.

Banking 40

Banking Accountability Personalization 40

Quadient

NOVEMBER 9, 2018

As insurance carriers continue to intensify their focus on customer experience (CX), they are working hard to create an executable strategy that can successfully pull together traditional customer service, multichannel customer touchpoints and social outreach. However, there are three key challenges that need to be addressed when it comes to communicating with customers in a way that improves the customer experience.

Multichannel 40

Multichannel Customer Experience Customer Service 40

Advertisement

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

Insite Managed Solutions

NOVEMBER 9, 2018

As we fly through the fourth quarter, most of us are focused on bringing 2018 to a strong close and preparing for a winning 2019. Budgets are top-of-mind and every day we’ve been hearing from clients on their top priorities…. Things to Accomplish in 2018. Driving year end performance results. Improving workforce management capabilities. Developing supervisors and managers to optimally manage operations through analytics and human variables.

Benchmark 40

Benchmark Analytics Self service CRM 40

LiveChat

NOVEMBER 9, 2018

Picture this – you are heading a brick and mortar store and watching customers lined up at the cash counter makes for a delightful sight until they abruptly change their minds and leave without making a purchase. Ouch. Now, that’s a ‘so close, yet so far’ kind of a situation. What could have gone wrong, you wonder. This is exactly what cart abandonment in the e-commerce world feels like.

Abandon rate 31

Abandon rate Chatbots Sales Accountability 31