Callminer

APRIL 29, 2019

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

Best practices 291

Best practices 291

Myra Golden Media

APRIL 29, 2019

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.

227

227

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.

Surveys 106

Surveys Healthcare Transportation Feedback 106

Quiq

APRIL 29, 2019

It’s no secret that texting is the preferred channel of communication for most consumers. The ease and convenience of text messaging aren’t lost on any generation. While volume and velocity may differ from the Millennials and Gen Z populations versus Baby Boomers, most would agree that text is best. Popularity and ubiquitousness aside, there are other reasons that a business should use business text messaging to engage with their customers.

Chatbots 75

Chatbots CRM Feedback Surveys 75

Advertisement

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.

Genroe

APRIL 29, 2019

In a previous blog post, I talked about different types of content and how to use them. To expand on that, I would like to share my tried and tested tips for planning and executing a content marketing strategy that leads to steady success in lead generation. So let’s jump right in. Make a plan […]. The post Proven Content Marketing Tips to Boost B2B Lead Generation appeared first on Genroe.

B2B 74

B2B Marketing Best practices 74

inSided

APRIL 29, 2019

Here at inSided it’s no secret that we work with B2B software companies to create more efficiency and quality for their Customer Success teams. One thing we’ve learnt is that there is a clear sliding scale when it comes to Customer Success team maturity: in terms of operations, ways of working and particularly tooling.

B2B 67

B2B 67

Outsource Consultants

APRIL 29, 2019

Bogota is the heart of Colombia’s call center industry. Selecting a call center partner is a time-consuming effort where real business consequences are at stake. Businesses must consider best-fit call center options to tackle high costs, employee attrition and poor customer service that can plague traditional contact operations. Nearshore outsourcing has historically been a successful option, often exceeding expectations and allowing call center operators to reduce costs, employ a stable a

outsourcing 59

outsourcing Business Process Outsourcing Transportation Call Center 59

NICE inContact

APRIL 29, 2019

Mobile apps received the highest average Net Promoter Score ® at 25 globally, jumping even higher for U.S. consumers at 38 according to the recent NICE inContact CX Transformation Survey. As consumers become increasingly dependent on their mobile phones for all types of interactions, businesses need to be able to support this growing and important medium – ensuring customers can reach them when and how they prefer.

Contact Center 59

Contact Center Self service Call Center Surveys 59

LiveChat

APRIL 29, 2019

Hey you, Manager! Ever wondered how to encompass people working on a chat? Or do you prefer leaving them all alone because they handle customers well anyway? They probably do, since chatting is easy. But with your help, it can be more efficient, and lead to better support and increased sales. Your agents can improve their customer service skills as well.

Management 62

Management Sales Accountability Call Center 62

Advertisement

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

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

Government 54

Government Cloud contact Contact Center Technology 54

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90%.

Surveys 60

Surveys Feedback 60

VocalCom

APRIL 29, 2019

When designing great customer experiences, every brand should think about its self-service. As much as customers appreciate agents who help solve their problems, many prefer to resolve simple issues themselves. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your customers.

Self service 48

Self service Interactive Voice Response Contact center software Chatbots 48

CustomerServ

APRIL 29, 2019

We have discussed the prevailing perceptions of global outsourcing in previous articles. The topic always spurs a lot of conversation; however, there is still a common mislabeling of where outsourcing occurs and what it actually is. For example, not all outsourcing is offshore. And not all offshore outsourcing is, in fact, "offshore." In contact center and BPO (Business Process Outsourcing) parlance, outsourcing destinations that are closer to the US mainland are not considered offshore — they a

outsourcing 48

outsourcing Call Center Business Process Outsourcing Contact 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

Alorica

APRIL 29, 2019

Here’s a little bit of awesome for ya—Alorica was recently honored with two platinum Hermes Creative Awards! The Hermes Creative Awards are managed and judged by the Association of Marketing and Communication Professionals (AMCP)—one of the largest, oldest and most respected evaluators of creative work in the MarCom industry. From its inception more than twenty years ago, the competition has grown.

Marketing 48

Marketing Management 48

Topdown

APRIL 29, 2019

As artificial intelligence (AI) continues to advance in sophistication and acceptance, robots and technology are taking on more human characteristics and responsibilities in daily life. So ubiquitous has AI become that one Danish study even wonders if robots could be considered our “friends” in the future. Though making connections with machine sounds extremely futuristic, one customer experience (CX) technology available today has improved our ability to get to know our customers on a more inti

Personalization 48

Personalization Technology Customer Experience Management 48

Andrew Mcfarland

APRIL 29, 2019

(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.

Customer Experience 48

Customer Experience 48

Talkdesk

APRIL 29, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This post is the final in a four-part series outlining Talkdesk’s security policies. In this post, we cover the topics of incident management, business continuity, third-party risk management, and compliance and accreditation.

Enterprise 42

Enterprise Contact Center Cloud contact Metrics 42

Advertisement

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

Playvox

APRIL 29, 2019

Efficient budgetary decision making is a major aspect of running any successful business. You have a limited amount of money to channel into improving your company, whether through hiring new staff, upgrading your equipment or investing in the latest software.

Management 42

Management 42

FluentStream

APRIL 29, 2019

Dental practices don’t often think of new websites or phone systems when it comes to easy, meaningful ways to improve their business. But with all the features, improvements, and especially the savings that come with upgrading technology… they probably should. Read More.

Technology 40

Technology 40

Education Services Group

APRIL 29, 2019

In the 1980s, ATMs started to become widespread in banks across the country. Bank customers didn’t have to go up to the counter or interact with a human being at all in order to make a deposit or withdrawal, and tellers were worried. They thought ATMs would replace them, making their jobs unnecessary and at risk. In fact, the opposite happened. The ATMs freed up tellers from the tedious and repetitive job of counting cash for a long line of customers on payday, giving them more time to spend on

Banking 40

Banking Education Chatbots Personalization 40

Quiq

APRIL 29, 2019

Texas A&M, a public university located in College Station, has been providing students with quality education since opening its doors in 1876 as the state’s first public institution for higher education. Today, the school is home to over 68,000 students that benefit from its ability to drive innovation on campus. But innovation isn’t just happening in classrooms and labs, it’s also evident in the way the school communicates with students.

Education 40

Education Interactive Voice Response CRM Call Center 40

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

FluentStream

APRIL 29, 2019

Dental practices don’t often think of new websites or phone systems when it comes to easy, meaningful ways to improve their business. But with all the features, improvements, and especially. Read More. The post 5 Ways Dentists Can Attract More Patients appeared first on FluentStream.

40

40

kommunicate

APRIL 29, 2019

Conversations with customers have become the need of the hour for businesses. Now we are witnessing a paradigm shift from mass-centered to granular, account-based approach. Banks and other financial institutions, who work closely with customers and rely heavily on customer relationships, have always leveraged technology to assist them. First, it was internet banking in the [.].

Banking 40

Banking Chatbots Accountability Technology 40

ShepHyken

APRIL 29, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Your Most Important Business Success Metric? Customer Loyalty! by Chad Storlie. (Franchising.com) Marketers are besieged with metrics.

Customer Service 45

Customer Service Abandon rate Consulting Consulting 45

Concentrix

APRIL 29, 2019

2019 People’s Choice for IVR/Visual IVR and AI/Machine Learning Solutions “The voters turned out in droves to tell us which companies they think deserve to be honored in the People’s Choice Awards. They chose a worthy group of winners at the forefront of the industry. Congratulations to the 2019 People’s Choice Awards winners.” Theresa Cramer, The post Concentrix Honored with Two Speech Technology Magazine Awards appeared first on Concentrix.

Technology 18

Technology Interactive Voice Response 18

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

City Communications

APRIL 29, 2019

The subject of Artificial Intelligence (AI) has come up a lot lately. Some people fear it intensely. Some executives want it. Some IT and telecom managers want to understand how to deliver and manage it. And a thousand companies want you to believe they can deliver it. ​When we drill into what AI means to these various people, one of two operating perspectives is usually at play. ​The first perspective is gloom and doom.

Interactive Voice Response 40

Interactive Voice Response Contact Center Technology Analytics 40