ShepHyken

NOVEMBER 2, 2017

This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service?

Customer Service 192

Customer Service Advertising Scripts Feedback 192

Contact Center Pipeline

NOVEMBER 2, 2017

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. The advancement in technology and software makes it easier to communicate in multiple […].

Contact Center 138

Contact Center Technology Call Center 138

Branch Mesenger

NOVEMBER 2, 2017

Today, the narrative of our professional arcs has been blurred. Career tracts are not the straight line of our parental professional predecessors. Instead, it’s a series of ups and downs, left and right turns, marked by pit-stops at multiple jobs, post-educational training, internships, volunteer stints, freelance hustling, and hourly jobs. Increasingly, more and more Americans classify themselves as hourly employees.

Education 110

Education Healthcare Banking Engineering 110

aircall

NOVEMBER 2, 2017

Do you have abandonment issues? Wait. Sorry. I should probably specify what I’m asking here. Do customers abandon your phone support lines more frequently than you’d like? Okay. Good. Now that we all know we’re in the right place, let’s talk solutions. Because unlike some metrics, call abandonment rate is one number managers can influence immediately.

Abandon rate 85

Abandon rate Abandon Call Entertainment Wait times 85

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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.

Aria Solutions

NOVEMBER 2, 2017

There are more and more start-ups in the tech industry every year. They have become an integral part of our business landscape, driving innovation and entrepreneurship. All of these start-ups begin with a vision and a few individuals who want to bring it to life. Over time, they will find investors to back them up and the people to transform it into a product.

CRM 79

CRM APIs Marketing Analytics 79

Influitive

NOVEMBER 2, 2017

No one likes to think they’re being influenced by others when they buy something or make a career choice. We’re all individuals with independent thoughts, right? The truth is that you are swayed by your environment (the things you see and hear), and the people in your life (friends, family, peers—even strangers on the subway).

Sales 81

Sales Marketing B2B 81

Fonolo

NOVEMBER 2, 2017

Many organizations now report that outsourcing decisions are no longer solely based on cost reduction, but to utilize value-added services that improve the customer experience. As the demand for outsourced call centers grows annually by 6%, it’s critical for BPOs to offer services that meet these growing expectations. The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO.

Call Center 69

Call Center Abandon rate outsourcing Call center experience 69

Brad Cleveland Blog

NOVEMBER 2, 2017

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

Customer Service 68

Customer Service Contact Center Call Center 68

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience.

Customer Experience 63

Customer Experience Customer centricity Employee engagement Journey mapping 63

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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

Nexmo

NOVEMBER 2, 2017

This is the first article in a series of “Getting Started with Nexmo Voice APIs and Ruby on Rails” tutorials. It continues the “Getting Started with Nexmo SMS and Ruby on Rails” series. With the help of the Nexmo Voice API you can make worldwide outbound and inbound calls in 23 languages with varieties of […]. The post Make an Outbound Text-to-Speech Phone Call with Ruby on Rails appeared first on Nexmo.

APIs 59

APIs 59

Comm100

NOVEMBER 2, 2017

It was a Friday afternoon and Rodrigo, my Uber ride, was pulling up in a black Chevrolet Onix. Like the other times I had used the controversial cab service , I popped him a smile and a casual greeting as I swung into the back seat of his car. “Candy?” Rodrigo offered me as he started driving. He nodded towards the cup holder, which held at least ten colorful lozenges.

Surveys 62

Surveys Feedback Scripts Customer Service 62

Uniphore

NOVEMBER 2, 2017

More and more customers are choosing to use low friction channels as their point of contact for customer service. Chat, which includes automated chatbots and interfaces to chat with live agents, is perhaps the most suitable of all such channels. Read More.

Chatbots 61

Chatbots Customer Service 61

Aria Solutions

NOVEMBER 2, 2017

There are more and more start-ups in the tech industry every year. They have become an integral part of our business landscape, driving innovation and entrepreneurship. All of these start-ups begin with a vision and a few individuals who want to bring it to life. Over time, they will find investors to back them up and the people to transform it into a product.

CRM 54

CRM APIs Marketing Analytics 54

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

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. I highlighted how Avaya is extending our reach in contact centers with chatbot and artificial intelligence technologies.

Chatbots 57

Chatbots Enterprise Customer Experience Contact Center 57

FluentStream

NOVEMBER 2, 2017

As you’re probably aware, internet hardware, and, by extension, VoIP configurations can have a lot of moving parts to them. That’s not to say that setting up a VoIP business. Read More. The post It’s Not Me, It’s You: How Small Upgrades to Hardware Can Make Surprising Improvements to VoIP Systems appeared first on FluentStream.

voip 53

voip 53

West

NOVEMBER 2, 2017

A well-trained, well-staffed contact center is an important step in making a good first impression with your customers, but it’s not the only way nor the most cost-effective. With a strong proactive communication strategy, you can answer questions, create exceptional customer experiences (CX) and address four factors increasing call volume at your business.

Contact Center 48

Contact Center Customer Experience Automotive Airlines 48

TRUSTID

NOVEMBER 2, 2017

As with any data breach, we learn more details over time. It’s been two months since Equifax disclosed its massive data leak. Here are some of the top takeaways we know so far. . 1. Number affected: This is one of the biggest breaches of personal information ever. First reports estimated 143 million accounts were affected. However, that number has grown another 2.5 million to over 145 million American accounts affected.

Banking 48

Banking Personalization Accountability 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

Nexmo

NOVEMBER 2, 2017

The invocation name you choose for an Alexa skill can have a huge impact on the usability of your voice app. In this video, CEO of The Bot Platform Syd Lawrence shares his own frustrations with the naming convention for Alexa apps. Opearlo Co-Founder Oscar Merry then offers one naming technique that will make your […]. The post Bots and AI: Mastering Invocation Names for Alexa Skills appeared first on Nexmo.

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48

Toister Performance Solutions

NOVEMBER 2, 2017

It was a scene straight out of the movie, Office Space. The Vice President of Customer Service called a meeting of directors, managers, and supervisors. He stood under a banner that read "One Call Resolution" and proclaimed that solving customers' issue on the first call would be our focus. Just like in the movie, people listened silently though nobody really believed him.

Call Center 48

Call Center Customer Service Management 48

Verint

NOVEMBER 2, 2017

Verint’s Dan Bodner, CEO, will present the opening keynote “Artificial Intelligence—Applications and Customer Engagement” at The Center of Excellence, Wireless and Information Technology (CEWIT) conference on November 7 at Stony Brook University’s CEWIT facility in Stony Brook, New York. Bodner will discuss how artificial intelligence technology can disrupt the customer engagement market with new innovations such as virtual agents and robotic process automation, and how customer engagement teams

Wireless 42

Wireless Virtual Agent Enterprise Technology 42

Brad Cleveland Blog

NOVEMBER 2, 2017

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It includes four recommendations that don’t require significant upfront … Continue reading → The post Great Customer Service on a Shoestring Budget appeared first on Brad Cleveland.

Customer Service 26

Customer Service Contact Center Call Center 26

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

Bright Pattern

NOVEMBER 2, 2017

Artificial intelligence is quickly becoming a ubiquitous technology in consumer devices and services. What does it mean for the future of the contact center and how organizations serve customers?

Contact Center 23

Contact Center Technology Chatbots 23

Brad Cleveland Blog

NOVEMBER 2, 2017

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute’s Evergreen Journal published on delivering great customer service. It includes four recommendations that don’t require significant upfront investment. The article, “Great Customer Service on a Shoestring Budget,” is available here.

Customer Service 20

Customer Service Contact Center Call Center 20

PeopleMetrics

NOVEMBER 2, 2017

If you have the great fortune to work or live around the bustling Logan Square neighborhood of Philadelphia, then it’s likely that you have been offered an exuberant "have a great day" by the doorman working the morning shift at The Logan Hotel. Every weekday morning for the past two years, I’ve gotten the “have a great day!” shout out along with an enthusiastic wave.

Finance 91

Finance Scripts CRM Personalization 91