Fonolo

AUGUST 29, 2018

It’s a noisy little planet we live on. In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of bot

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Contact Center Brand ambassadors Morale Telemarketing 271

Contact Center Pipeline

AUGUST 29, 2018

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many new employees lack the appropriate skills and support required for long-term success. Standardizing an appropriate onboarding process that nurtures new agents is important to […].

Best practices 140

Best practices Contact Center Management Call Center 140

Bright Pattern

AUGUST 29, 2018

One of the most compelling reasons to transition to the cloud is that customer satisfaction levels depend on it. Digital leaders such as Amazon, Apple, and Uber continuously deliver a simpler, more immediate and individualized customer experience (CX). These innovators are raising the bar for all market players, leading customers to expect the same level of CX from everyone.

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Benchmark Contact Center Self service Marketing 82

ShepHyken

AUGUST 29, 2018

When you treat employees like rock stars, they will treat your customers like rock stars. That is what employee engagement is all about. Great leaders have preached that when you treat your employees well, they treat their customers – and fellow employees well. My friend and fellow customer experience expert, James Dodkins, has a great way of saying it: If you want to put your customers first, you need to put your employees first, first.

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Employee engagement Morale Personalization Customer Experience 236

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GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you.

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Surveys Feedback Personalization Metrics 89

AskNicely

AUGUST 29, 2018

“What is a Good NPS Score?” NPS Benchmarks. Is it just about “what is a good NPS score?” Not exactly. Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. The Net Promoter Score framework arrived in 2003, and since then organizations have been trying to answer that question.

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Benchmark Best practices industry standards Customer centricity 60

SharpenCX

AUGUST 29, 2018

You know that endless to-do list you have? The one with everything written down – from hiring new agents, to handling mounds of paperwork, and buying eggs at the grocery store? That’s the list we’re talking about. Most days, it’s too long and unmanageable, so bottom-of-the-list priorities shift from one day to the next, to [.]. Read More. The post The Good, the Bad, and the Ugly of Contact Center Coaching appeared first on Sharpen Contact Center Software.

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Coaching Contact Center Contact center software 59

UJET

AUGUST 29, 2018

There’s no question about it – retail is evolving. While emerging technologies and consumer behaviors continue to reshape the industry, there is one element for shoppers and retailers alike that remains crucial: the human connection.

Technology 56

Technology Customer Support Customer Experience 56

GetFeedback

AUGUST 29, 2018

Net Promoter Score helps you suss out detractors, your unhappiest customers. But what do you do once you find them? Here are 4 steps to follow.

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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

24-7 InTouch

AUGUST 29, 2018

It’s important for retail and ecommerce brands to choose partners who can stay flexible during their busiest seasons. The key to success is to work closely together to understand goals and define what’s needed to execute during the most critical times.

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TELUS International

AUGUST 29, 2018

Great gaming customer service starts with a few fundamentals. Discover five best practices.

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Customer Service Best practices 68

Playvox

AUGUST 29, 2018

When you’re a call center manager, you have to make a lot of decisions that impact your call center’s bottom line. And flying by the seat of your pants is not an option. You need to measure what your agents are doing, how fast they’re doing it, and how well they’re satisfying your customers.

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Call Center Metrics Management 54

NICE inContact

AUGUST 29, 2018

When I arrived on the contact center scene, I knew relatively little about it. Honestly, I hadn’t really heard the term “contact center” not to mention related acronyms like “CX”, “WFO” or “AI”. To me, there were just “ call centers” and I lazily imagined a warehouse filled with worker bees relentlessly taking phone call after phone call, circa the operators of the early 1900’s.

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Customer Experience Contact Center contact center solutions Call Center 48

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

ConvergeOne

AUGUST 29, 2018

As a gamer, I'm always amazed by how realistic the modern gaming experience is. I'm currently playing the latest God of War on the PS4, in stunning 4k resolution. I can't help thinking about how far we've come since the video games of my childhood. I vividly remember playing Adventure on my Atari 2600, where your character was represented by a small square able to move from room to room, picking up things that kind of looked like a key or a sword.

Technology 52

Technology Customer Experience 52

Connecting the Dots

AUGUST 29, 2018

CCMC ~. Harnessing technology to improve the customer experience is vital. Customer satisfaction in the United States hasn’t improved much, if at all, in the last three decades, despite new technologies. Customers are willing to hold for less time, and they want to reach a person, not interface with a computer. Yet, there are ways to use technology wisely.

Interactive Voice Response 48

Interactive Voice Response Technology Customer Experience Consulting 48

Global Response

AUGUST 29, 2018

Modern commerce in the contact center has transitioned through Multichannel into Omnichannel, beginning its evolution from siloed sales channels to a total re-architecting of the customer relationship on the backdrop of an more. The post Contact Centers Evolve from Multichannel to Omnichannel to Unified Commerce appeared first on Global Response.

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Multichannel Contact Center Sales Best practices 48

Interactions

AUGUST 29, 2018

AUGUST 29, 2018 Your customer experience is important. It sets. Read more » The post How Mapping the Customer Journey can Improve CX appeared first on Interactions Resource Center.

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Customer Experience Customer Care 48

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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

Monet Software

AUGUST 29, 2018

Sometimes it happens for a good reason – a special sales promotion, or a 24-hour shopping event. Sometimes it happens for a bad reason – a product recall, or a news story that casts a negative light on the company. In either case, special circumstances may require contact centers to schedule extended hour shifts. While doing so can be a challenge, it is one more easily managed with a workforce optimization solution.

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Contact Center Sales Management 48

InGenius

AUGUST 29, 2018

If you're using InGenius Connector Enterprise for Salesforce Lightning, you are familiar with "screen pops" - the automatic navigation to the lead or contact who is calling in. This can be really helpful, but you may not always want incoming calls to pop to a different Salesforce Lightning screen - or - you might just want the pop to open in a new window or tab.

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Monet Software

AUGUST 29, 2018

One of the unfortunate realities resulting from America’s increased preference to shop online has been a decline in the quality of customer service at many retail chains and stores. With more resources now devoted to ecommerce sites, businesses are often relying on fewer in-store salespeople. Over time, that will just motivate more people to stay home and shop.

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Contact Center Scripts Analytics Chatbots 48

Connecting the Dots

AUGUST 29, 2018

CCMC ~. Harnessing technology to improve the customer experience is vital. Customer satisfaction in the United States hasn’t improved much, if at all, in the last three decades, despite new technologies. Customers are willing to hold for less time, and they want to reach a person, not interface with a computer. Yet, there are ways to use technology wisely.

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Interactive Voice Response Technology Customer Experience Consulting 48

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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Monet Software

AUGUST 29, 2018

What should you look for when considering a workforce optimization suite? Perhaps this will be your first time upgrading to a WFO system, or perhaps you purchased one that did not live up to expectations. Either way, this is something you don’t want to do again, so it’s vital to get it right. Here are five “musts” for your next WFO investment. 1. It must integrate with your other systems WFO should adjust to your call center regardless of how it is organized.

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Schedule adherence Quality management Contact Center Analytics 48

ClientSuccess

AUGUST 29, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Best practices B2B SaaS Feedback 42

Monet Software

AUGUST 29, 2018

Do you have a quality management program? If so, are you happy with the results? You’d be surprised how many contact centers implement such a program and then check the “mission accomplished” box before moving on to something else. But this must be an ongoing effort, one that evolves as new variables affect the customer experience. If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended. 1.

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Quality management Management Average Handle Time Contact Center 48

pindrop

AUGUST 29, 2018

The number of people using digital assistants are growing by the day, and the increasing popularity has led to predictions of as many as 75% of US households owning smart speakers by 2020 according to Gartner. Within this expansive growth, there are several brands of assistants, including Amazon Alexa, Google Home, and Microsoft Cortana, taking the lead.

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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

Monet Software

AUGUST 29, 2018

Questions about speech analytics are popping up more frequently at contact centers. Is it worth the investment? To help you decide, we’ve created a list of the five biggest benefits of speech analytics. We call them the “Now you knows” – as that’s what analytics provides: knowledge, insight, and all the customer service advantages that derive from them.

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Analytics Scripts Contact Center Accountability 48

Cincom

AUGUST 29, 2018

Leading ambulance manufacturer, Braun Demers, has teamed with configure-price-quote (CPQ) solution provider Cincom to standardize processes across Braun Demers’s sales … Continue reading "Braun Demers, Cincom CPQ™ Partner to Improve Buyer Experience Across Sales Channels". The post Braun Demers, Cincom CPQ™ Partner to Improve Buyer Experience Across Sales Channels appeared first on Cincom Blog.

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Ambs Call Center

AUGUST 29, 2018

An answering service is a professional services provider that can make a difference in how your organization communicates with your stakeholders. If you view an answering service as a commodity solution, you misunderstand their true value, and you’ll likely end up selecting the wrong provider for the wrong reasons.

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