ShepHyken

OCTOBER 2, 2018

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

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Self service Customer Service Customer Experience Marketing 263

TechSee

OCTOBER 2, 2018

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.

Technology 176

Technology Customer Support Technical Support Self service 176

Contact Center Pipeline

OCTOBER 2, 2018

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product. These surveys certainly give us cause for pause… to review […].

Contact Center 100

Contact Center Surveys Call Center 100

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

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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.

Customer Experience Matters

OCTOBER 2, 2018

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®.

Customer Experience 99

Customer Experience 99

Transparent BPO

OCTOBER 2, 2018

Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They may lack the expertise to do it themselves, […] The post 4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents appeared first on Transparent BPO.

outsourcing 91

outsourcing Contact Center Call Center 91

Liveops

OCTOBER 2, 2018

Each day someone’s life is touched in some way by cancer. Too many of us have lost loved ones to the disease but one organization, Stand Up To Cancer (SU2C) , is 100% dedicated to changing this worldwide epidemic and Liveops is honored to have been a part of their efforts. “Stand Up To Cancer (SU2C) funds and develops the newest and most promising cancer treatments to help patients today.

Customer Service 88

Customer Service 88

Relay Blog

OCTOBER 2, 2018

What’s one of the best ways to improve your business’ profitability? Hang on to your. The post Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements appeared first on Relay.

Customer retention 86

Customer retention Metrics Customer Experience 86

Aspect

OCTOBER 2, 2018

My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical at first, but I assure you, the rolls are outstanding. I like to change things up, but my husband orders the same two rolls every time we go.

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

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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

Customer Experience Matters

OCTOBER 2, 2018

Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, over the past year we have conducted research and developed content – such as this eBook – specifically aimed at helping fellow CX professionals improve the world around us. In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act.

Customer Experience 79

Customer Experience 79

Certified Languages International

OCTOBER 2, 2018

CLI is proud to announce that we’ve been named as one of The Oregonian ’s 2018 Top Workplaces in the state of Oregon and Southwest Washington! It’s an honor we’ve been lucky to receive for the fifth consecutive year. Since 1996, CLI has been committed to delivering top-quality language services. The secret to our success, our hidden gem, is — and will always remain — the people we hire. “One immediately gets the feeling that CLI’s philosophy is abo

Surveys 75

Surveys Personalization Management 75

Customer Guru

OCTOBER 2, 2018

How amazing is it that Customer Experience Day 2018 coincides with the birthday of Mahatma Gandhi – one of the greatest leaders of all time. Apart from giving us profound lessons on the power of Ahimsa – non-violence – Gandhiji gives us some insightful lessons on customer experience. Don’t believe us? Read on to know more! We at CustomerGuru would like to pay a tribute to the Mahatma by sharing some of his philosophies that have some subtle but amazing lessons for custome

Big data 63

Big data Customer Experience 63

SharpenCX

OCTOBER 2, 2018

Snap your fingers, and Friday will be here. October 5 marks the end of this year’s Customer Service Week. But, that doesn’t mean you start fresh next week with your list of priorities and go back to the norm. Use. Read More. The post How to Keep Agent Morale High (Even After Customer Service Week Ends) appeared first on Sharpen Contact Center Software.

Morale 64

Morale Contact center software Customer Service Contact Center 64

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

Quadient

OCTOBER 2, 2018

In the age of the empowered consumer, if you don't really know your customers then they're going to find a competitor who does. High quality, managed customer data will help you keep your customers, because it enables you to make the right offer to your customer at the right time and through the channel that they prefer.

Quality management 69

Quality management Management 69

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

Customer Experience 56

Customer Experience Journey mapping Education Feedback 56

NICE inContact

OCTOBER 2, 2018

For more than a decade, floor-plan financing provider NextGear Capital has been helping independent automotive dealers—now over 23,000 of them in the U.S., Canada, UK and Ireland—with customized inventory finance solutions. NextGear’s lines of credit, in fact, give dealers the buying power they need to be successful. But NextGear also provides dealers much more, including responsive, reliable support by email, phone and chat.

Automotive 59

Automotive Interactive Voice Response Finance Contact Center 59

Nuance

OCTOBER 2, 2018

When it comes to documenting procedures, too many surgeons are dissatisfied with the status quo: documentation requirements add to surgeons’ daily burden, coding of procedures is complex and dynamic, and busy days with long procedures can have a negative impact on documentation accuracy. But it doesn’t have to be this way. Our newest white paper, […] The post Engaging surgeons for better documentation appeared first on What’s next.

Healthcare 59

Healthcare 59

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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

Branch Mesenger

OCTOBER 2, 2018

Here's the stories we're reading about the world of commerce, retail and work this week: ?? Amazon Raises Wages. ?? Tax Cuts Not Yielding Benefits, Yet. ?? World's Most Valuable Startup. ?? Where Top Earners Go To College. ?? MBAs Losing Luster? ?? Jobs AI Can't Replace. ?? PepsiCo Beats Top, Bottom Lines. ?? How Branch Keeps Unilever Churning. ?? Mobile Pizza Delivery Has Arrived.

Banking 54

Banking Engineering Education Surveys 54

ChaseData

OCTOBER 2, 2018

Call center software providers are often looking for large clients with very complex needs that translate into higher fees. However, the hallmark of a great call center solution is that size does not matter. Finding a solution for a five-person call-center is a lot harder than most people would have you believe. Conventional wisdom holds that small businesses are composed of companies that employ 250 people or less.

call center solutions 58

call center solutions Call Center call center software Personalization 58

Outsource Consultants

OCTOBER 2, 2018

Nearshore outsourcing in Latin American countries (Caribbean, Mexico, and South America) has been growing rapidly over the last several years. This growth has been driven largely by demand for bilingual call center services (Spanish and English), reduction in telecom rates, the emergence of the Internet, and the highly skilled, college-educated labor force.

outsourcing 52

outsourcing Contact Center Bilingual agents Automotive 52

Infinity

OCTOBER 2, 2018

Following a tease earlier this year , we are proud to announce that the biggest update to our platform for eight years is now live. Our platform has always been full of data, as have many others. But data is only as good as it is functional. That’s why a key focus in this rebuild of our product was reimagining how that data is surfaced and used. Meanwhile, we have wanted to build a framework that gives us a firm footing for adding the future functionality that we have in the pipeline.

Analytics 56

Analytics Engineering Best practices Consulting 56

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

Nuance

OCTOBER 2, 2018

We often talk about how Dragon speech recognition solutions help individuals and organizations tap into their productivity; enabling them to get more done by voice each day. But it’s an area that’s just as relevant, if not more significant, that makes me marvel at the small role we are able to play in helping to […] The post When help with writing takes on greater significance appeared first on What’s next.

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Jive

OCTOBER 2, 2018

For the past few years, digital transformation has been the business holy grail. According to IDC Futurescape : “By the end of 2017, two-thirds of the CEOs of Global 2000 companies will have digital transformation at the center of their corporate strategy.”. With that said, the race towards digital transformation has also prompted the evolution of how workers communicate.

voip 54

voip Analytics Technology Metrics 54

airespring

OCTOBER 2, 2018

How to Stay Smart in the Coming Era of IoT 5G. Sprinkled across the 5G landscape , the Internet of Things (IoT) introduces a jumble of acronyms that have left us all in a collective mental haze. As with every new technology, we must do a bit of work to make quick sense of the changes if we want to keep up. So, get familiar with some of the names for new technologies and they will start to make more sense.

Wireless 48

Wireless Technology Telecommunications Engineering 48

ConvergeOne

OCTOBER 2, 2018

According to Gartner, 42% of CEOs have embarked on digital business transformation journeys—and many are facing challenges with changing the company culture, the resulting resistance to change, attracting new talent, catching up with the competition, and dealing with an outdated technology stack. The list continues, but I will stop there for now because I think you get the idea.

Technology 52

Technology 52

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

Journey mapping

airespring

OCTOBER 2, 2018

How to Stay Smart in the Coming Era of IoT 5G. Sprinkled across the 5G landscape , the Internet of Things (IoT) introduces a jumble of acronyms that have left us all in a collective mental haze. As with every new technology, we must do a bit of work to make quick sense of the changes if we want to keep up. So, dive in with me and get familiar with a bit of background, and way to make sense of the new technologies and understand their names.

Wireless 48

Wireless Technology Telecommunications Engineering 48

TELUS International

OCTOBER 2, 2018

Deliver a better brand experience by avoiding these common customer care blunders.

Customer Care 67

Customer Care 67

Jon Arnold

OCTOBER 2, 2018

Well, this is actually two podcasts - a long one broken up into two parts. Been working on this one a while - it’s hosted by UK-based publisher EM360 - Enterprise Management 360 , and sponsored by Genesys. Joining me on the podcast was Bobbi Chester and Randy Carter of Genesys, and we covered a lot of ground around digital transformation, and why businesses need to be thinking about the cloud as a deployment model for contact center.

Contact Center 45

Contact Center Enterprise Management 45