HelpCrunch
MARCH 21, 2019
Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog.
UJET
MARCH 21, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution.
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Upstream Works
MARCH 21, 2019
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.
Contact Center Pipeline
MARCH 21, 2019
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings. Moreover, without well-defined processes for what to do with the information, the impact falls short of potential.
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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.
Totango
MARCH 21, 2019
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
inSided
MARCH 21, 2019
User-generated content is hot right now, and with good reason. Consumers trust other people’s opinions much more than branded content, which means user-generated content (UGC) is a powerful tool for building trust with prospects and customers and scaling your service efforts.
InTheChat
MARCH 21, 2019
As how we use social media continues to evolve, so does the role that social media fills in consumer interactions with brands. When companies first started engaging in social media, the approach was much more passive. Even just. The post 5 reasons social customer service belongs in the contact center appeared first on InTheChat.
Influitive
MARCH 21, 2019
Customer advocacy is increasingly becoming a “need-to-have” for brands, rather than simply a “nice-to-have”. Research has proven time and time again that buyers—a whopping 83% of them— trust their peers more than big brands. When it comes to B2B purchase decisions, the influence of customer references and testimonials is second only to previous customer experience.
Nuance
MARCH 21, 2019
According to industry watchers, preventing fraud involves constant change: Apply safeguards in one area today, and see where the bad guys show up next. In a new report on application fraud and its impact on banks, insurers, credit unions and other financial services institutions, Aite Group says that, “Since identity crimes are so easy to […] The post Keeping up with the fraudsters appeared first on What’s next.
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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
GetFeedback
MARCH 21, 2019
So you’ve decided to use an NPS (Net Promoter Score®) survey to improve your brand’s customer experience (CX). You’ve decided on.
Guru
MARCH 21, 2019
Guru’s conference Empower will be here before we know it. Slated for May 7-9 in our fair city of Philadelphia, Empower will bring together support, CX, and sales leaders from 100+ high-growth companies (like Twitter, Etsy, and Zendesk, to name a few) for two days of learning, community building, and action planning.
VHT
MARCH 21, 2019
Customer experience (CX) has earned a spot on the high priority list for most businesses these days, and as a result, technology designed to help create amazing CX has proliferated. But it’s neither feasible nor smart to chase after every emergent product. Instead, savvy organizations start with a solid foundation and add new technology when it imparts significant value.
Working Solutions
MARCH 21, 2019
Spring is here again, and with it comes the promise of warmer weather, fresh breezes, the chirping of birds—and, of course, the annual ritual of cleaning up after a messy winter. We’ve already talked about how the motivation for spring cleaning can be used to help ensure your contact center is ready for the year […].
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.
Playvox
MARCH 21, 2019
Introducing a quality assurance program into your call center or customer service department is key to cultivating a stronger CX.
LiveChat
MARCH 21, 2019
The effectiveness of email marketing heavily relies on the number of emails that get delivered into the inbox folder of your subscribers. Having a great creative, design, and call to action would make no difference if you have poor deliverability rate. To get the opens and click-through rates you are aiming for, you ought to have good email deliverability.
Cisco - Contact Center
MARCH 21, 2019
Using the power of cloud analytics and AI to enhance your customer experiences. You’re in a taxi on your way to the airport and your connecting flight back home has just been cancelled due to bad weather conditions in that city. Your airline app sends you a notification message, an email, a phone call, and a text. “Hi Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions.
Comm100
MARCH 21, 2019
Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.
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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.
Injixo
MARCH 21, 2019
Real time adherence is a critical part of managing a contact center. You have to ensure your agents are on the phones as scheduled. After all, your plan depends on it. But what adherence target is reasonable? How do you set a realistic adherence goal that agents can actually achieve?
Comm100
MARCH 21, 2019
Live Chat is a great tool for helping to increase sales, decrease resource and make your customers happier. So once you’ve taken the plunge and introduced Live Chat software, it’s natural that you’ll want to make the most of your new customer service capabilities. Here are some best-practice tips for helping to get extra value from your live chat system and increase the number of satisfied customers through this channel.
Creative Virtual
MARCH 21, 2019
By Chris Ezekiel, Founder & CEO. With chatbot companies springing up on an almost daily basis, how do companies select the right one? Well, now the work has been done for you and there’s a clear choice! Frost & Sullivan have recognised Creative Virtual as the Product Leader! And the full report is available for you to download for free. Frost & Sullivan evaluated companies across two key factors, each with five benchmarking criteria.
Cisco - Contact Center
MARCH 21, 2019
Today I’m thrilled to highlight some exciting enhancements we’re unveiling at Enterprise Connect, that leverage the power of cloud analytics and AI. We’re calling it Cognitive Collaboration for the contact center.
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!
Jon Arnold
MARCH 21, 2019
Busy week on the road, with Enterprise Connect being the main event. I’ve been in Orlando since Sunday night, and then flying to Washington, DC later today for the Wildix Convention. They’ve embraced WebRTC to power their UC offerings, and this event is about helping their channel partners sell more successfully. I’ll have more to say about them once I’m there, and there are more details about their conference on my Event Calendar page.
Alorica
MARCH 21, 2019
Well, THIS is awesome—HMG Strategy, the world’s largest provider of executive networking events and thought leadership, is recognizing the Top Technology Executives to Watch in 2019—and our very own Chief Information Officer (CIO) Steve Phillips is among the honorees! These annual awards recognize top-performing CIOs, Chief Information Security Officers, Senior Technology Leaders, Venture.
Bright Pattern
MARCH 21, 2019
Over the last 20 years, substantial advancements in technology have shaken up multiple industries, allowing for greater improvements in efficiency all while decreasing overall costs. Whether it’s on-demand, 3D-printed medical devices, demolition robots in construction, or self-driving semi trucks, nearly every area of business uses the latest and greatest tools to ensure they are performing at peak production.
CSM Magazine
MARCH 21, 2019
Presenting the Frost & Sullivan Technology Leadership Award (from left to right): Andrea Werr (Manager Operation Management), John Milburn (site manager Liverpool), Irfan Ali (Head of Robotic Process Automation). Consultancy firm Frost & Sullivan has honored Bosch Service Solutions with the Technology Leadership Award for its exemplary best practices customer management BPO (Business Process Outsourcing) in Europe.
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
GetFeedback
MARCH 21, 2019
So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). You’ve decided on the distribution channels and the interactions that will trigger the survey. You’ve also made a spiffy design to present the survey, showcasing the care you put into asking the NPS question. Finally, you’ve sent out the survey and you’ve sorted your respondents into Promoters, Passives, and Detractors.
Language I/O
MARCH 21, 2019
Voxjar
MARCH 21, 2019
Call monitoring forms and call quality scorecards are the go-to tools in phone-based businesses for measuring employee performance, discovering compliance issues, and gaining a deeper understanding of customers. When used correctly, call evaluations bring transparency into the conversations that your reps are having with customers. They also promote high-quality interactions with your brand by setting clear goals for the outcome of each call and create accountability for employees.
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