ChaseData
JANUARY 10, 2020
Metrics are an important part of success in the world of contact centers and BPOs. However, determining which metrics to keep an eye on can be tricky, since they can vary from center to center based on a variety of factors. Which are the most important inbound call center KPIs - and how are they relevant to your center’s daily operations?
TeamSupport
JANUARY 10, 2020
The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). It seems like more companies think that their B2B (business-to-business) customers want a streamlined and automated customer service experience.
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ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
Beyond Philosophy
JANUARY 10, 2020
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it’s still giving money, but it’s only $1, and that isn’t the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you.
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ShepHyken
JANUARY 10, 2020
This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
JANUARY 10, 2020
Ever since the retail industry has gotten a digital facelift, only a handful of brands have experienced unbeatable growth. Today, Amazon is a top-of-mind digital company that consumers are browsing all day long – and has quickly become THE retail giant. Consumer behavior in the retail industry has changed entirely within the past decade. Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon.
Mindtouch
JANUARY 10, 2020
How do organizations serve their customers better within the SAP Service Cloud ecosystem? The answer is thoughtful, customer-first innovation. That’s the leading idea behind SAP Service Moments , a new app designed to “create perfect service moments across all touchpoints.” This includes self-service, customer service, and field service. . To help broaden the reach, impact, and capabilities of Service Moments, MindTouch was invited to a recent SAP hackathon.
NICE inContact
JANUARY 10, 2020
In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.
ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
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.
CSM Magazine
JANUARY 10, 2020
Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems. I recently had a conversation with a business leader stating he was overwhelmed with too many “shiny objects” and that since his sales were steadily increasing, he knew things were “good,” but didn’t know where to focus to “be better than good.”.
GetFeedback
JANUARY 10, 2020
Hier finden Sie beispielhaft Feedback-Formulare für Ihre Kunden, mit denen Sie mehr Beantwortungen und nützlicheres Feedback erhalten – wovon Ihr Geschäft profitiert.
Advantage Communications
JANUARY 10, 2020
Advantage Communications Inc. (ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact. The acquisition will see ACI - which provides a world class customer experience (CX) as well as innovative contact center technologies to its client’s customers - expand outside of Canada and the Caribbean, extending its c
Quiq
JANUARY 10, 2020
As messaging continues to help spur retail growth, we’ve seen more companies look to this channel to improve the customer experience. We’ve aggregated some of our most popular resources to help you with your research into messaging for your business. Feel free to download these resources: Quiq’s Retail Stats 1-Pager. Real results from leading brands using Quiq’s messaging platform to deliver brand-defining experiences.
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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.
Jon Arnold
JANUARY 10, 2020
U.K.-based Rob Scott has been working on his virtual event for some time now, and the UC Summit 2020 opens on January 20. It runs for five days, and the content will be available on demand after for a three month period. I’ve always been a bit skeptical of virtual events, but to be fair, with today’s technologies, it can be a pretty engaging experience, and sure beats travelling overseas and staying at hotels.
Quiq
JANUARY 10, 2020
As messaging continues to help spur retail growth, we’ve seen more companies look to this channel to improve the customer experience. We’ve aggregated some of our most popular resources to help you with your research into messaging for your credit union. Feel free to download these resources: Quiq’s Retail Stats 1-Pager. Real results from leading brands using Quiq’s messaging platform to deliver brand-defining experiences.
ChurnZero
JANUARY 10, 2020
As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organizatio
kommunicate
JANUARY 10, 2020
Whether you are a small business or big enterprise, customers need prompt support. The first thing that comes to our mind is live chat. Given that the world is going mobile-first, it is important to have live chat implemented properly on your mobile website and apps as well. In this simple tutorial, we will learn [.]. The post How to Add Live Chat in Android Apps appeared first on Kommunicate Blog.
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!
Robert Davis
JANUARY 10, 2020
By Brad Baumunk , President and COO. Here’s the last in our series on skill transfer for your contact center teams. We’ve covered the first four steps in our skill transfer model – explanation , demonstration , practice with coaching , and observation. Step 5, Feedback, is where you reinforce the right behaviors and make corrections in the areas that need work.
HelpCrunch
JANUARY 10, 2020
Customers love chatting. At least, chat is their channel of choice when they do need to contact support. Chatting is fast, it allows to multi-task, and a chat conversation can be saved for later reference. [ … ]. The post Customer Service via Chat: 8 Best Practices to Follow appeared first on HelpCrunch blog.
ProProfs Blog
JANUARY 10, 2020
As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. . But, what if you don’t have a clue as to whether the customer contacted with a similar issue before?
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