UJET
MARCH 14, 2019
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.
TELUS International
MARCH 14, 2019
Discover best practices for balancing know-your-customer processes and an effortless customer experience.
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Toister Performance Solutions
MARCH 14, 2019
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. In my inexperience, I meekly tried to explain the limits of our process.
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
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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.
Contact Center Pipeline
MARCH 14, 2019
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nextiva
MARCH 14, 2019
The hottest technology on the market today for business and personal use is coming straight out of the VoIP and virtual phone sectors. VoIP technology lets you call from anywhere using a cell phone, computer, tablet, a VoIP phone or other data-driven device from the same number. Let’s look at what a VoIP number is […]. The post What Is a VoIP Number, How Does It Work and How Do I Get One?
Totango
MARCH 14, 2019
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.
ProProfs Blog
MARCH 14, 2019
There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers. Canned responses are one of the unique ways in which companies can deliver excellent customer service. They are pre-populated helpdesk messages that customer support agents can send to customers for quick responses.
NICE inContact
MARCH 14, 2019
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.
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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
Jon Arnold
MARCH 14, 2019
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. Definitely have a better sense now for why RingCentral has been growing so nicely, and where they believe things are going.
Ameyo
MARCH 14, 2019
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 […].
TeleDirect
MARCH 14, 2019
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.
GetFeedback
MARCH 14, 2019
GetFeedback provides five different ways to email your survey invitations to enhance the customer experience and boost engagement.
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.
SharpenCX
MARCH 14, 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! appeared first on Sharpen Contact Center Software.
Cyara
MARCH 14, 2019
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.
Guru
MARCH 14, 2019
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. Those are two diametrically opposed job descriptions.
VHT
MARCH 14, 2019
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.
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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.
Interaction Metrics
MARCH 14, 2019
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback.
Strategic Contact
MARCH 14, 2019
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. And yet, it still takes careful planning and intentional design for the technology and.
Interaction Metrics
MARCH 14, 2019
I like taking customer surveys and do so nearly every time I have useful feedback to share. Perhaps it's because I'm in the survey business. Or perhaps it's because I like to feel "heard" as a customer.Either way, I'm a sucker for a survey.I usually buy my groceries at Whole Foods or Safeway. After some recent shopping experiences, I wanted to provide feedback.
Avoxi
MARCH 14, 2019
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.
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!
MicroAutomation
MARCH 14, 2019
The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each […].
Avoxi
MARCH 14, 2019
Spending too much on your international call forwarding costs? Maybe you've been charged premium pricing for a call forwarding service that doesn’t deliver. Maybe you've tried cheap alternatives that offered low rates and realized that the poor voice quality and dropped calls weren’t worth it. Either way, we assume you want a reliable business phone… The post International Call Forwarding Cost Guide (2019) appeared first on AVOXI.
Kapta Customer Success
MARCH 14, 2019
Client Success is an integral program that can make or break a business’ success in the modern age. With so many choices in the software and services world, it’s the experience and relationships that you’ll have with your customers that will drive your revenue goals. Your strategic accounts are everything, and if you’re doing your job right and nourishing the accounts correctly, you should be everything to their organization as well.
ConvergeOne
MARCH 14, 2019
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?
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
Bright Pattern
MARCH 14, 2019
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. However, if you were to speak with VIPdesk’s CEO, Sally Hurley, you would quickly realize that the traditional customer experience (CX) jargon just doesn’t cut it. VIPdesk is truly redefining CX.
MicroAutomation
MARCH 14, 2019
The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each […].
A Better Answer
MARCH 14, 2019
Call Handling Hero® — Lindsey. Sometimes you just have to make the call, and December's Call Handling Hero® Lindsey went the extra mile to make that call for a patient in pain without a prescription refill, even though the doctor's office was closed on the weekend.
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