Thu.Mar 14, 2019

The best communication channels for complexity and urgency


UJET previously discussed issue complexity and urgency for customer support. There isn’t an ideal single channel for customer support because issues all have different levels of complexity and urgency. Multichannel Support Live Chat Customer Support

Know your customer (but don’t annoy them)

TELUS International

Discover best practices for balancing know-your-customer processes and an effortless customer experience

Unlock Your Employee Empowerment with this Hidden Secret

Toister Performance Solutions

A customer once taught me an important lesson about empowerment. I was a national account manager for a uniform company that sold hats, jackets, shirts and items embroidered or screen printed with a company's logo. My customer was frustrated by a two-week wait for a product sample.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

A Q&A with Unymira’s Chris Rall

Contact Center Pipeline

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an omnichannel environment, a well-thought-out knowledge management strategy should be the foundational step for moving forward. Unymira’s goal is to make customer […]. Technology call center contact center knowledge base Knowledge Management

More Trending

How to Successfully Manage the Post-Purchase Customer Service Experience


The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase.

Customer Expectations are Changing. Here’s How to Keep Up.


Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.

How to Handle Customer Escalations in the New Customer-Centered Economy


Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner. And they want a personalized experience that makes them feel as if your business is built around their needs.

Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Blog

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Disentangling the Sales Asset Management and Sales Enablement Relationship


We’re not here to tear apart your tightly aligned sales and marketing organizations, but there is a fundamental tension between the two disciplines: marketers need to make high-performing, broadly focused, reusable content. Salespeople need to have pointed, unique, and very specific conversations.

Sales 74

Migration to Agile - Leveraging the Cyara CX Assurance Platform


I recently caught up with Scott Anderson, SVP, Senior Team Lead, at Bank of America, and asked him how his team makes test automation so successful. Scott is an expert in IVR quality assurance and testing and has been at the forefront of customer experience assurance.

Is Your IT Department an Innovator or a Roadblock?


What role does the IT department play in your business? Does it contribute to strategic initiatives, or does it mostly provide day-to-day support for your users and systems? Managed Services Innovation

Cloud-based Contact Center Technology Implementation Support

Strategic Contact

Cloud-based contact center technology is a boon for today’s centers. It provides access to the latest features and functions with increased flexibility and decreased IT burden. Attractive economics and the promise of a speedy implementation provide strong inducements for decision makers.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How Often Should I Hold Quality Assurance Calibration Sessions


HR Management for CX CX Culture

Don’t Call Them a Call Center: How VIPdesk Connect is Redefining CX

Bright Pattern

If you were to perform an Internet search for VIPdesk, you might find that they are a leading call center, providing business process outsourcing (BPO) services for luxury brands.

RingCentral - My Analyst Event Takeaways on BCStrategies

Jon Arnold

Another week, another conference. Sure is hectic leading up to Enterprise Connect next week, and I really wanted to get a writeup done now about last week’s RingCentral analyst day. Was a long way to go for a one-day event, but the in-person updates were worth it.

Call Center Outsourcing – Learn How it Solves Your Market Challenges


In this rapidly changing tech era, the landscape of markets and its tactics are expanding every single day. You may experience difficulties to focus on the core activities of your business with these changes to stay yourself updated. That is the reason, a number of entrepreneurs and marketers are looking for the call center outsourcing services to lessen the burden of customer support tasks.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Improve Your Client Service & Overall Customer Experience with an Efficient, Expertly Outsourced Call Center


Your call center is literally the face of your customer communication portal. From first impressions – critically important for a pleasant customer experience – to timely, informative updates on your products and services, an efficient contact center is essential for satisfied clients. You get it. It’s not hard to understand. Call centers can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things.

Conversational commerce: How smartphones and startups are driving a revolution


Over the past year, 44% of consumers used chatbots to make purchases and 75% messaged businesses to do the same. The future of conversational commerce. Remember a hundred years ago when nobody owned a smartphone?

3 Ways to Make Website Chat Your Most Effective Channel


Website chat is rapidly becoming one of the fastest growing channels. A recent study by Forrester found that since 2016 the number of customers that use live chat over the phone and email support has increased by 50% and the number of chats per agent has increased by 85% *.

Think Out(side in) of the Box

Hello Customer

What's the key to a good feedback strategy? In the previous episode of “Leslie Illustrates” we talked about the importance of listening to your customers. This week our CEO points out two common pitfalls when asking for feedback; an inside-out focus and working with scores instead of stories.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Green-lighting Customer Service Innovation in Manufacturing

DigitalGenius Blog

Manufacturers get a bad rap for being behind the times; weighed down by legacy systems they are slow to change, unconcerned by customer needs with a pure focus on lowering production costs.

United Utilities’ Service Recovery Team Wins Awards Hat-Trick

CSM Magazine

United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March. The team, based in Warrington, UK, picked up the prizes for most improved complaint handling, most proactive complaints team and Sally Ainsworth won complaint handling leader of the year.

Making Supervisor’s Life Easy with Call Center Monitoring


How do your agents perform? Are you stuck with manually analyzing the agent’s performance? Supervisors in a call center are the building pillars and they cannot escape the strict deadlines. A supervisor’s job does not end with monitoring agent’s efficiency, it only starts with it. Staying on top of call center software technology while delivering […]. The post Making Supervisor’s Life Easy with Call Center Monitoring appeared first on Ameyo. call center monitoring live monitoring

When Your Customers Find Themselves in a Digital Dead End, What Do They Do?


Imagine you’re a customer with a problem or question. You reach out to customer service using a chatbot, but after conversing for a bit, you run into a dead end. The chatbot has no more information available. What do you do now? Without a clear answer to this question, customers are left with some poor choices to continue their interaction and find a solution to there problem. Your Customers are Forced to Backtrack.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Listening for loyalty: How to win consideration and avoid churn by searching for CX pain


So far in our Listening Enterprise series, we have mostly outlined assumptions that “listening” organizations avoid. Our last marker is the opposite – or perhaps the lone exception, depending on how you look at it – about the one abiding assumption nearly all of the best “listening” organizations make: the status quo is always untenable.

Best Canada SIP Trunk Providers


In order to determine the best SIP service provider for your business, you'll have to consider things like: plans, pricing, rates, and more. Different providers offer more competitive rates in different countries, so it's always a good idea to compare providers based on location. Let AVOXI help you review your options for the best business… The post Best Canada SIP Trunk Providers appeared first on AVOXI. Other


We’re Headed to Enterprise Connect Orlando 2019!


Are you ready? We’re gearing up for Enterprise Connect Orlando! Our team is packing their bags and hopping on a plane to meet you at EC next week. Here’s what to expect. Palm trees and sunshine, first of all. You’ll. Read More. The post We’re Headed to Enterprise Connect Orlando 2019!