NICE inContact
SEPTEMBER 26, 2019
Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t?
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Fonolo
SEPTEMBER 26, 2019
Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence. The reason for these surges varies: They may be the result of unexpected crises (such as a data breach) or more predictable events like annual mortgage renewals or tax season.
Beyond Philosophy
SEPTEMBER 26, 2019
Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.
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Customer Contact Central Submitted Articles
SEPTEMBER 26, 2019
Purposeful leadership traits for call center and contact center leaders. Are you looking for ways to be a better leader? Be early. Say "you're welcome.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
SEPTEMBER 26, 2019
It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may have trouble raising either. User retention is when customers come back to your product after the initial use.
Fonolo
SEPTEMBER 26, 2019
Credit unions’ commitment to serving their members is reflected in their strong growth: these financial institutions now count more than 110 million people as members and hold deposits totaling $1.1 trillion. When a growing sector builds its reputation on customer service, customers themselves can feel the strain of growth when that reputation is no longer met or exceeded.
TRUSTID
SEPTEMBER 26, 2019
The need to move from knowledge-based authentication (KBA) to more reliable and less intrusive caller authentication solutions is nothing new. For several years now, security and risk analysts have warned us about the growing weaknesses and vulnerabilities of KBA to circumvent evolving forms of phone fraud. These recommendations are supported by more and more studies that validate that contact centers are turning to alternative authentication solutions that help protect their customers and organ
Serenova
SEPTEMBER 26, 2019
We talk a lot about the importance of customer experience. In fact, in today’s always-on, digital world of sky-high consumer expectations, getting customer experience right is as critical to an organization as price and product or service. Quite simply, your customer experience drives the success of your business. But how does your contact center stack up?
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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
Guru
SEPTEMBER 26, 2019
One of our core values at Guru is to Give First. While we’ve iterated on our values over time, this one has remained a constant, and for good reason. Instead of giving back once or twice a year, we look at making positive changes to ourselves and our communities as something we should have as a regular part of our work here at Guru. Giving First takes many forms , but one that we’re most proud of is creating an engineering apprentice program.
Sampson Lee
SEPTEMBER 26, 2019
A reader of A customer success mindset can’t save CX alone – but it’s a start asked me how a CX (customer experience) manager can transition into a CS (customer success) manager. It prompted me to write a new series of articles. In my opinion, there are three changes that CX folk must make in […].
Kayako
SEPTEMBER 26, 2019
Humanity – according to the Merriam Webster dictionary – is defined as compassionate, sympathetic, or generous behavior or disposition: the quality or state of being human. . It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. It’s well known that they have created a customer-obsessed culture whose aim is to wow their customers, creating deeply loyal advocates.
Customercount
SEPTEMBER 26, 2019
In today’s instant social media world, sadly, most brands will experience some form of crisis affecting the company brand, reputation, product or even personnel. Continue reading → The post How to manage a brand reputation crisis appeared first on CustomerCount.
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.
InGenius
SEPTEMBER 26, 2019
This post is going to give you some information about the Salesforce call center: what does it do and why might your business want it? First and foremost though, what is a call center? The Salesforce call center is basically a softphone within Salesforce. It typically appears on the left-hand side of the Salesforce window, like this: You can also pop out the softphone to move it somewhere that fits your workflows better.
Cisco - Contact Center
SEPTEMBER 26, 2019
Last week, I had the opportunity to spend quality time with partners, customers and Cisco sellers at our 10 th Annual Contact Center Summit. The event kicked off with exciting announcements around our industry-leading Webex Contact Center and certainly set the tone for an amazing week in Miami, Florida. On the heels of our Contact Center announcements comes further innovation from our Collaboration team.
ClientSuccess
SEPTEMBER 26, 2019
Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained.
Nuance
SEPTEMBER 26, 2019
Access to accurate and early diagnosis has become key to delivering quality healthcare around the globe. In many locales, the doctor-patient ratio is low, and even more so in the case of specialized practitioners such as radiologists. In underserved and remote regions, radiologist expertise is scarce, costly, and unequally distributed. Even in developed parts of […] The post Intelligence at Work: Qure.ai applies deep learning and artificial intelligence to streamline and improve radiologic
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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.
ChurnZero
SEPTEMBER 26, 2019
2019 SaaS Awards Announced – Appealie Honors Best Product and Leaders in SaaS. . APPEALIE has announced the winners of the 2019 SaaS Awards, including inaugural executive and investor awards. 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included Alteryx, Ceridian, ChurnZero, SalesLoft, Slack, and Zoom.
Nicereply
SEPTEMBER 26, 2019
51 % of website hacks are in some way connected to SEO spam. Decades after the invention of the Internet, search engine optimization is looked upon as something of an arcane craft. Complicated and poorly-understood by laypeople, it’s an easy target for spammers and scammers looking to make a profit with little to no effort. The good news is that defending yourself starts with the right knowledge.
REVE Chat Blog
SEPTEMBER 26, 2019
Customer expectations have been ever-evolving and brands have to know the pulse of their customers’ needs how they can retain them. 80% of customers say the brand experience is just as important as its products or services. Hence, having a good experience is one of the determining factors in choosing a brand. . Having a great customer service should be the focal point for businesses to differentiate themselves with an ever-growing competition. 80% of consumers say they’re willing to spend
Connect
SEPTEMBER 26, 2019
Business communications technology moves surprisingly quickly. Yes, the driving purpose of solutions such as Unified Communications (UC) essentially stays the same but the underlying technology, feature set, and business benefits are constantly improving. In 2019 it is proving no different with a range of technology advances that deliver big benefits for businesses.
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!
Working Solutions
SEPTEMBER 26, 2019
No matter your size or your industry, doing business today means dealing with data. From your customer lists and contact information to the script that runs your website and the software that powers your employee desktops, there are few aspects of your operations that aren’t at least partially powered by electronic data. And given that […].
Connect
SEPTEMBER 26, 2019
Business communications technology moves surprisingly quickly. Yes, the driving purpose of solutions such as Unified Communications (UC) essentially stays the same but the underlying technology, feature set, and business benefits are constantly improving. In 2019 it is proving no different with a range of technology advances that deliver big benefits for businesses.
kommunicate
SEPTEMBER 26, 2019
Zendesk is a customer support ticketing software which allows companies to track and respond to customer requests. Now you can Integrate Kommunicate with Zendesk. The powerful combination of live chat and ticketing system will help you to optimize your support process. In this post, I will show you the steps to integrate Zendesk with Kommunicate. [.].
Jon Arnold
SEPTEMBER 26, 2019
Just back from Mitel’s event in Plano, Texas, and it was time well spent. Event was short, but all the sessions were good, and their team was accessible and keen for our feedback. I’ll have more to say in a post coming a in a few days, and until then, here are some photos. Below, CEO Rich McBee, CMO Wes Durow, and Katie Kregel’s panel session, Making the Right Cloud Choice.
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
ForeSee
SEPTEMBER 26, 2019
Please tell us anything else you’d like to tell us. Before we talk about that statement, let’s talk about analytics and CX more broadly. “What would you say it is.
TELUS International
SEPTEMBER 26, 2019
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