Thu.Mar 21, 2019

Client vs customer: what is the difference?


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. Customer service Sales & Marketing

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5 Industries that need great customer support


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. Multichannel Support Live Chat Customer Support

4 Key Strategies for Effective Customer Experience Management

Upstream Works

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value.

It’s Time to Bid Farewell to Excel-based WFO

Contact Center Pipeline

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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Why User-Generated Content is Vital for Successful Customer Service


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

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An Admin's Guide to Introducing Quality Assurance to Your Customer Service Team


Introducing a quality assurance program into your call center or customer service department is key to cultivating a stronger CX. HR Management for CX CX Culture

7 Customer Success Team Goals for Your Enterprise in 2019-2020


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.

Empower 2019: What Support Leaders Are Most Excited About


Guru’s conference Empower will be here before we know it.

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How to Use NPS Data to Transform the Customer Journey


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.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How does CX impact brand trust?


Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers.

Five Surprising Obstacles to Outstanding Customer Service

Toister Performance Solutions

I recently facilitated an unusual webinar. Rather than drone on about the concepts, we used interactive activities to highlight common customer service challenges and share solutions. These are all concepts from my new book, Getting Service Right.

Keeping up with the fraudsters


According to industry watchers, preventing fraud involves constant change: Apply safeguards in one area today, and see where the bad guys show up next.

Your Adherence Goal Might Harm Your Contact Center


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?

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How to Craft the Best Call Monitoring Forms (+ Free Template)


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.

7 Customer Service Tips to Refresh Your Customer Experience for Spring

Working Solutions

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 […]. Call Center Outsourcing customer experience

Simply The Best!

Creative Virtual

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!

Everything You Need to Know About Email Blacklists and How to Avoid Them


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.

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.

Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework


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. The post Steer Clear of Common Advocacy Program Missteps with this SiriusDecisions Framework appeared first on Influitive.

VIPdesk Connect: Moving Two Steps Forward with Bright Pattern

Bright Pattern

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.

Next Stop - Washington DC and Wildix Convention

Jon Arnold

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. Collaboration Cloud Communications Unified Communications

Announcing the New Cognitive and Collaborative Contact Center

Cisco Blogs - Contact Center

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. Collaboration #CiscoCollabEC19 ai cloud analytics Cognitive Collaboration contact center Customer Journey Solutions Enterprise Connect 2019

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.

Bosch Service Solutions Wins Technology Leadership Award

CSM Magazine

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).

Zendesk Cust Serv Evangelist on Productivity and Keeping Customer Service Agents Happy

Language I/O

Big Vendor Announcements Focus on AI at Enterprise Connect


The Enterprise Connect conference is one of the largest events in communications technology. It’s often the venue for major announcements from the biggest vendors. It was here that Twilio announced Flex. It was here that Avaya announced Breeze, SnappIns, and Zang. It was here that Amazon launched Connect.

Alorica’s Chief Information Officer Named as a 2019 Tech Exec to Watch


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. Source.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.