ShepHyken
DECEMBER 26, 2018
“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.
Contact Center Pipeline
DECEMBER 26, 2018
Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Read on to find out! We’ve compiled the top most-read […].
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GetFeedback
DECEMBER 26, 2018
Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.
Nextiva
DECEMBER 26, 2018
When done right, event sponsorship delivers on its promise. It will help your brand gain visibility, street cred, and new leads. Events let you nurture relationships with existing customers, vendors, and new prospects. They have lucrative benefits that are quite compelling. While that may be true, how do you know that you got your money’s […].
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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.
GetFeedback
DECEMBER 26, 2018
We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated? Believe it or not, a simple customer “thank you” email can go a long way in creating a positive customer experience and brand perception.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
DECEMBER 26, 2018
Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. The platform’s robust offerings and ease of integration have long set it apart from competitors, and the numbers prove it—the software giant saw $10.48 billion in total revenue in fiscal 2018. But most modern CRMs, including Salesforce, lack one large piece: customer surveys.
Monet Software
DECEMBER 26, 2018
Why do so many people think contact centers are miserable places to work? Perhaps that’s the message they get on websites like Quora, that provide a forum for disgruntled employees to vent about high-pressure situations, dictatorial bosses, and annoying customers. But such grievances are hardly limited to contact centers You’ll find similar horror stories about every type of job, from those working executive positions at top corporations to teenagers handing out burgers through a fast-food drive
GetFeedback
DECEMBER 26, 2018
Visibility into customer experience is invaluable. After all, customer happiness leads to success. Learn how to measure customer satisfaction with CSAT.
Monet Software
DECEMBER 26, 2018
What does a contact center supervisor do? I’m sure that question has been asked by more than a few agents over the years, often in a less-than-serious tone. But supervisors play a critical role in keeping contact centers on track. Specific responsibilities may vary from one to another, but here are five essential tasks best handled by the person in this position.
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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
NICE inContact
DECEMBER 26, 2018
An Outbound IVR is one of multiple different outbound tools – others are Predictive Dialers and Robocallers – that can be part of a contact center solution. Essentially, an Outbound IVR is used to proactively reach out to a large number of customers in a personalized manner using different interaction channels, such as voice messages, SMS / text messages or emails. .
Monet Software
DECEMBER 26, 2018
This is the busiest time of year for many retailers. But when one thinks about boosting holiday sales, they place that responsibility on the salespeople in the stores, as well as the marketing team that promotes discounts and special offers through advertising. But the contact center has a role to play here as well – one that is often overlooked. A salesperson doesn’t have the time or the training to analyze customer behavior.
Talkdesk
DECEMBER 26, 2018
Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. And it’s worked. Today, Boostability serves over 26,000 small businesses by, helping them elevate their digital presence and succeed online. Frustrated by their previous provider’s service interruptions, poor support, and data reporting that was inconsistent and unreliable, Boostability chose Talkdesk to alleviate these system shortcomings and suppo
Monet Software
DECEMBER 26, 2018
We’ve always considered the superiority of workforce management over spreadsheets to be a no-brainer. The efficiency and accuracy WFM brings to everyday contact center practices have made a remarkable difference in the quality of forecasting, scheduling and staffing of personnel. We’ve never encountered any contact center manager who expressed disappointment about making this investment.
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.
Playvox
DECEMBER 26, 2018
Measuring your contact center’s performance is critical to keep improving customers’ experience. By identifying flaws and opportunities, you’ll empower your team with the knowledge they need to deliver a better service.
Calltools
DECEMBER 26, 2018
Let’s be honest: your closing rate is only as good as your sales technique. If you’re spending time and money to market your product but still not increasing your sales goals, there’s a problem somewhere in your sales methods. Closing the Sale One of the most important parts of business is yielding profits. A great business knows how to sell its product or service.
Etech GS
DECEMBER 26, 2018
How many times do we hear grumblings like ‘my boss doesn’t appreciate what I do,’ or other complaints voicing the need for more recognition and appreciation? It happens all too often in organizations, large and small, and across all industries. It’s not limited to entry-level jobs, but those in mid-level and upper-level positions experience the need for appreciation as well as frustration when it’s not shown.
Help Scout
DECEMBER 26, 2018
When we publish anything, our goal is always to serve up actionable, well-researched content that has something to say and contributes to the conversation. We’re proud of everything we published this year, but these are the pieces that stood out. We hope you enjoy reading them as much as we enjoyed creating them. Happy New Year, folks! The Art of Negotiation.
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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.
RapportBoost
DECEMBER 26, 2018
We had a great time speaking with host B ruce Belfiore right before the holidays about how to turn your contact center into a profit center. Hear the episode by clicking on the link below. BenchmarkPortal’s CallTalk. Featuring Tony Medrano, CEO of RapportBoost Aired 12/21/18. With host Bruce Belfiore bruce@benchmarkportal.com. Welcome back to CallTalk everyone… .
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback.
Chip Bell
DECEMBER 26, 2018
“If I had asked customers what they wanted,” Henry Ford is rumored to have said, “They would have said faster horses.” Now, before you fire your market research person, it is important to remember Henry Ford’s arrogance about customers also lead him to chide, “Customers can have any color automobile they like as a long as it is black.” Not exactly customer-centric!
NICE inContact
DECEMBER 26, 2018
Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. How many times each week do your conversations start with “If only” or “What if”? As in, “If only we could personalize our customer experience (CX) more easily” or “What if we could consolidate routing across our entire contact center operation?
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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