Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem. There are many variables to consider, and careful evaluation is necessary to find the right software to meet your call center’s unique needs.

call center software 210

call center software Call Center Contact Center Analytics 210

ShepHyken

FEBRUARY 21, 2018

Not long ago, I had a somewhat tenuous conversation with one of our suppliers. I mentioned to him that it took too long for him to call me back. This time it took three days. His response was, “I called you back the same week. That isn’t good enough?”. No! It’s not! That’s not what good service, at least for me, is about. But, that’s not what this lesson is really about.

Personalization 218

Personalization Customer Experience Customer Service Customer Care 218

Contact Center Pipeline

FEBRUARY 21, 2018

Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or “phones.” Vendors, analysts and perhaps even your IT department may position SIP as a panacea for the contact center. But what is it really, and why should you care? SIP is […].

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Contact Center voip Call Center Technology 100

Olympia Consulting

FEBRUARY 21, 2018

True listening skills often involve focusing on more than just the words that someone says. When I worked at Walt Disney World in Orlando, I would enjoy spending time walking in the parks. If a guest came up to me and asked, “when does the 3 o’clock parade begin?” it would be tempting to respond … The post Active Listening – Focus on More Than the Words Spoken appeared first on Olympia Consulting.

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Consulting Consulting Customer Service 78

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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.

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

PeopleMetrics

FEBRUARY 21, 2018

Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

Marketing 67

Marketing Advertising Consulting Consulting 67

AskNicely

FEBRUARY 21, 2018

Note: This blog post is for educational purposes only, and is by no means to be considered legal advice. Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. May 25th, 2018… Does that date ring a bell? While you may think we’re urging you to celebrate rugby three-quarter back Matt Utai’s birthday, we’re actually talking about the day the General Data Protection Regulation (GDPR) goes into effect (a little less sp

Feedback 60

Feedback Banking SaaS Education 60

Mindtouch

FEBRUARY 21, 2018

Alexa, are voice assistants going anywhere? Not likely. According to a recent Canalys report , smart speakers, each powered by its own digital voice assistant (DVA), are the fastest growing consumer technology by a considerable margin. This trend has caught the attention of other companies. Samsung , for one, plans to join Google Home and Amazon Echo by releasing its own smart speaker in 2018.

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Self service Engineering Customer effort Technology 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

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360Connext

FEBRUARY 21, 2018

What if the customer experience you had to deliver was all about YOU? What if the customer experience you delivered was a 20-minute speech? The National Speakers Association Winter Conference sought to be an experience, and to ask professional speakers how they can be an experience. Here are some ideas I believe anyone can apply to the experience connected to their personal brand. 1.

Entertainment 56

Entertainment Consulting Consulting Feedback 56

Taylor Reach Group

FEBRUARY 21, 2018

By: Peg Ayers, MBA, CCXP. “What you are speaks so loudly, I can’t hear what you are saying.”. – Ralph Waldo Emerson. “Do as I say, not as I do.” Nobody says it aloud. But it’s illustrated every day when people give rules and advice to others that they don’t follow themselves. New supervisors can be especially prone to this, caught up as they are in their newfound success and power with shiny titles and salaries to go with them.

Morale 56

Morale Coaching Management Personalization 56

CX Journey

FEBRUARY 21, 2018

Image courtesy of Pixabay Don't believe everything you read or hear on the Internet. Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate. It's a fact. Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying.

Marketing 63

Marketing Personalization 63

Cyara

FEBRUARY 21, 2018

Keeping your finger on the pulse of your customer experience is no easy feat. You have lots of moving parts, and things change rapidly. But at the same time, your CX is critical to your business success. That’s why I am so thrilled about the enhancements we are bringing to market in Cyara 7.1. While this release includes enhancements across the platform, our focus was on the monitoring capabilities found in Cyara Pulse.

Marketing 52

Marketing Customer Experience Metrics Contact Center 52

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

SharpenCX

FEBRUARY 21, 2018

You don’t need to increase budget to reduce contact center agent attrition. Learn strategies you can employ that don’t cost any money at all. [.]. Read More. The post How to Reduce Contact Center Turnover Without Spending More Money appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Contact center software Customer Experience 52

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Customer Service 48

Customer Service Scripts Customer emotions Personalization 48

Bright Pattern

FEBRUARY 21, 2018

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. But according to Forrester’s 2017 CX Index TM , CX quality plateaued or declined for most industries and companies.

Contact Center 50

Contact Center Customer Experience 50

Solvvy

FEBRUARY 21, 2018

The post How To Deal With Difficult Customers: Your Guide To Salvaging and Re-Building Relationships appeared first on Solvvy.

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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

LiveChat

FEBRUARY 21, 2018

The biggest mistake we all make that causes tons of other issues along the way is this: we don’t ask questions. What do we do instead? We assume. We hear what people say and we think we know what they mean and what they feel. Here’s the example dialogue that happens at work: A: “How can you be mad that Ben is 15 minutes late? It’s only 15 minutes, we have all day ahead of us.

Management 48

Management Personalization 48

Calltools

FEBRUARY 21, 2018

George H. W. Bush forever changed the world of telemarketing when he signed The Telephone Consumer Protection Act of 1991. The TCPA halted hundreds of thousands of nationwide auto-dialing attempts and its effects continue to ripple into the dialing efforts of businesses today. If you want to keep profits as high as possible, you must make sure that you waste as few leads as possible.

Abandon rate 40

Abandon rate Telemarketing Abandon Call Sales 40

Talkdesk

FEBRUARY 21, 2018

Some customer service stories just warm your heart. Remember when Ibby the Starbucks barista learned sign language to communicate with her deaf customer? And who could forget the time when Tracey from Domino’s Pizza called the Sheriff after she hadn’t heard from her regular customer in 11 days and ultimately saved his life? While customers’ expectations for businesses are higher than ever before, customer service agents are working overtime to please their customers—and their hard work is

Customer Service 40

Customer Service Customer Experience Call Center 40

Calltools

FEBRUARY 21, 2018

George H. W. Bush forever changed the world of telemarketing when he signed The Telephone Consumer Protection Act of 1991. The TCPA halted hundreds of thousands of nationwide auto-dialing attempts and its effects continue to ripple into the dialing efforts of businesses today. If you want to keep profits as high as possible, you must make sure that you waste as few leads as possible.

Abandon rate 40

Abandon rate Telemarketing Abandon Call Sales 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

Jon Arnold

FEBRUARY 21, 2018

Got a few messages to unpack in that headline, as preparations for Enterprise Connect 2018 kick into high gear. 1. This is my first time at Enterprise Connect , and I'll be one of the very first speakers, presenting a tutorial on speech technology at 8am, Monday, March 12. 2. I wrote a preview article about my tutorial - all the details are there - and it's running now on No Jitter.

Enterprise 40

Enterprise Sales Technology 40

Call Center Weekly

FEBRUARY 21, 2018

What are some gamification best practices you recommend, to ensure success? Although the term “gamification” is relatively new the practices is as old as contact centers themselves. Prior to having software solve all our needs we used to “gamify” the workplace through peer or team competition. Often with some sort of corkboard display to track and monitor the completion and performance.

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Gamification Best practices Contact Center Metrics 180

Amity

FEBRUARY 21, 2018

So, you want to pursue a career in Customer Success? With more companies understanding the value of a retention-first approach, the field keeps on getting hotter and hotter by the day. Based on their extensive jobs landscape data, LinkedIn even identified Customer Success Manager as the third most promising job of 2018. With so many well-paying jobs popping up in the hottest tech enterprises and startup across the globe, it’s easy to see the appeal of pursuing a career in the field.

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Upselling Sales Finance Analytics 77

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. It’s understandable. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up. And yet, our investigation tells a different story: Only 3% of consumers picked social media as their go-to channel over live chat, phone, and email.

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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

Verint

FEBRUARY 21, 2018

Inspiration. Professional growth. Networking. There’s a single event that can help you with all of these—and help you better leverage your Verint solutions, to boot. It’s the Verint Engage global customer conference, and registration is underway for this year’s event at the Sheraton Dallas Hotel May 14 – 17. It’s a great opportunity to extend your skills, learn from industry visionaries and product experts, share best practices, and swap tips and techniques … all in a fun, immersive environment

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Entertainment Best practices Journey mapping Management 36