Thu.Sep 06, 2018

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How to Scale Your Culture as Your Contact Center Grows

Contact Center Geek

This article originally appeared on ICMI.com. What is culture? In my mind, it is the principle that will guide employees to behave in a certain way - the operative term being, guide, not force. Culture is also the sum of all behaviors of all employees. It is intangible. It cannot be seen, in and of itself. It can be encouraged, and enforced, by co-workers.

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Do's & Don'ts for Selecting a Call Recorder

OrecX

Organizations of all sizes today employ call recording software to help optimize sales, service and compliance; and when chosen and managed correctly, these solutions can be invaluable in this regard. However, call recording software is not always selected or utilized properly, and when this happens, its effectiveness can be significantly stifled. Do This: Uncover what business challenges you are trying to solve….

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How Will Customer Support Change in the Future?

Fonolo

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency.

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Peter Lavers named as a Top Customer Service Influencer

Peter Lavers

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), and is an IBM Futurist and SAS Collaborator.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Unlock Your Employee Engagement Potential

Contact Center Pipeline

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will most likely spend half of our waking life at work. If you put in the right amount of effort, you can create an environment where you and your staff look forward […].

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4 Things Customers Hate When They’re Looking for Help

Kayako

Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have any trouble at all. So, when they reach out to you, if you provide them with an experience that is less-than-stellar, it can make the whole thing feel even worse.

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How Outsourcing Companies Can Reduce Your Company’s Stress

Ansafone

How Outsourcing Companies Can Significantly Reduce Your Company’s Stress Outsourcing Companies provide a host of benefits, including alleviating many of the financial and logistical concerns of running an efficient, effective customer relationship program. Here are four ways that business process outsourcing solutions can significantly reduce your company’s stress: Boost Your Staff Support Even with exceptional time … How Outsourcing Companies Can Reduce Your Company’s Stress R

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Connecting Employee Experience and Customer Experience

GetFeedback

Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. In this post, we’ll examine the relationship between EX and CX and cover the basics of employee experience surveys.

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Quick Tips for Successful Stress Management

Amity

If you happen to be a CSM or manage a CS team, you have the challenging job of retaining customers, looming deadlines, and trying to manage daily stresses. We know you are trying your best; but let’s face it, the struggle is real. But not to worry! We came up with a few solutions you should consider before worrying yourself to death. Take time out for yourself.

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The Open CCaaS Advantage Report

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.

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NPS Surveys: Not Just For Customer Success Anymore

AskNicely

Some businesses are convinced that NPS surveys and customer experiences fall squarely on the shoulders of the customer success team. Often marketing is the next department concerned with NPS. After all, aren’t they are the keepers of the company reputation? What if I told you that companies who include a more holistic approach to their NPS—and take action on it—are more than twice as likely to have greater than 100% growth and net negative churn?

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The Amazon Effect

Olympia Consulting

“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear in almost every executive. I have seen a company’s stock drop significantly just because rumors surfaced that Amazon was going to start competing in their market. The rise of the online merchant has changed how many of … The post The Amazon Effect appeared first on Olympia Consulting.

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5 Best Office Plants to Increase Team Productivity

Nextiva

When you’re aiming to increase the productivity of your company, considering office plants is a great holistic approach. Take the time to reevaluate your team’s workflow, your company’s project policies, and the collaboration (or lack thereof) among your employees. And in this process of reevaluation, don’t forget the most tangible influencer of productivity: the physical […].

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The Simple Truth About Churn

Amity

Everything always seems to start so right, from the initial sign off to adoption, you always think that this one’s the one, the one customer that will reciprocate all of the care and attention you’ve given them by becoming a forceful advocate. And then. Then. They churn. Below is a helpful list filled with insight from some of the industry's top professionals on dealing with churn.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Connecting Employee Experience and Customer Experience

GetFeedback

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

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How do you grade your organization’s back-to-school marketing efforts?

Sitel

In the rush to earn a share of the $80 billion+ spent by parents getting their offspring ready for the new school year or college semester, organizations of all shapes and sizes have had to do their homework when it comes to the subject of social media – and all of their efforts may not have earned them top marks. What do you do when the numbers don’t add up?

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Connecting Employee Experience and Customer Experience

GetFeedback

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead.

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Lessons From the Overlook: Know Your Neighbors

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. You've probably heard horror stories about bad neighbors. Perhaps you've even been unlucky enough to experience this issue yourself.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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What to Look for in Call Center Software Features

ChaseData

Looking for new call center software? What features should you be searching for – and does your provider have them? Here, we look at some of today’s most in-demand call center software features, all of which can be found right here at Chase Data Solutions.

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The Problem Managers Face When Coaching Their Own Employees – Pt. 2

CallSource Insights

Last week, we began talking about some issues that managers who want to coach their own employees may face. For a recap of that, check out last week’s article. Now, let’s finish up what may be challenging for managers when trying to successfully coach their own call handlers. What is the top reason that it is difficult for managers to coach employees internally?

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How to engage your leadership team for a successful service culture transformation?

Up Your Service

At UP! Your Service, we have developed a comprehensive checklist of strategic implementation activities that help our clients plan, implement, and sustain the momentum of a service culture building program. We are happy to share with you a one tool from our proprietary Service Culture Development Checklist: The Leadership Engagement Checklist. Why is leadership engagement important?

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Cloud Phone Pricing and Alternatives – CloudPhone Review

Avoxi

Newer companies sometimes ask us which cloud phone service for small business we would recommend for local companies in the US. We want everyone to find the right fit for them. And since we excel at providing cloud business phone numbers for medium-large businesses or international traffic, we don't mind taking the time to shine… The post Cloud Phone Pricing and Alternatives – CloudPhone Review appeared first on AVOXI.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Are You Making the Most of Scarcity as a Marketing Strategy?

Beyond Philosophy

Scarcity as a marketing tactic is one that works well with customers. However, it is one that many marketers don’t use to their advantage often enough. If you are one of them (and you don’t act now), avoiding scarcity tactics can hurt your bottom line. For our recent podcast we invited a special guest to join us. Professor of Marketing at Vanderbilt University, Kelly Goldsmith, Ph.D., is a behavioral scientist who studies how we respond to uncertainty and scarcity as consumers.

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My September Newsletter is Out Now

Jon Arnold

If you're a subscriber, you'd know that by now, but for everyone else, am just letting you know about my newsletter, which provides exclusive content about what I'm up to and what I'm seeing the collaboration market. Just takes a moment to sign up, so here you go. Of particular interest would be my regular podcast, this time being a recap of last month's Blockchain Futurist Conference that I attended in Toronto.

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C3 San Francisco 2018: Enabling conversational commerce for customer service

Creative Virtual

By Mandy Reed, Marketing Manager (Global). On September 12-13, Opus Research will bring their Conversational Commerce Conference (C3) to the Four Seasons Hotel in San Francisco. Following on from C3 London held in May, the event will explore conversational platforms and how organizations can unlock the power of machine learning, natural language processing and intelligent assistance.

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Innovation in action speaks louder than words

Nuance

Brown University published research that uncovered an alarming trend among healthcare providers: physicians are spending less time with patients and more time on the computer. This study isn’t an outlier, unfortunately, but clearly illustrates how the people at the heart of medicine—patients and providers alike—need healthcare technology to quicken the pace of innovation.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Proactively Use VoC Insights to Blow Your Customers’ Minds

Avaya

They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every smart company today is looking beyond the expected product or service to radically improve the quality of the experiences they create. They’re focusing less on price points and more on touchpoints. The way I see it, companies won’t make it to 2020 if they don’t start adapting now.

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9 Top Call Center Trends You Need To Follow

Playvox

Call center management is rarely easy. One factor that adds ongoing challenge to running a successful, high-performing call center that achieves real results? Following the latest, most innovative trends to keep delivering the customer service your callers expect. Changes introduced to common call center processes are typically a combination of adapting to customer feedback and new business ideas.

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The Omni-Channel Evolution

Concentrix

The post The Omni-Channel Evolution appeared first on Concentrix.

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