Call Center Weekly
MAY 31, 2018
Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. In fact, it has turned into the first question I ask in the initial meeting I hold with a new team, as it helps begin to establish our customer service strategy. That question is: Do you know who your competitors are?
Contact Center Pipeline
MAY 31, 2018
May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo, Memorial Day. And yet, despite all of those extra activities, Pipeline readers still made time to check in and read about the topics near and dear to their hearts—improving their contact […].
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CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
Amity
MAY 31, 2018
The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.
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UJET
MAY 31, 2018
Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Aspect
MAY 31, 2018
Every business knows great customer service is important, but with a growing reliance on digital communications and online services, organisations need to have an effective engagement platform in place that can cope with high volumes of requests, actions and tasks. Here at Aspect, we help businesses to remain competitive as they make the move away from their in-house legacy systems.
Mindtouch
MAY 31, 2018
When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily. It follows that when you take the pulse of your agent experience, you’ll inevitably discover opportunities to improve the customer experience, too.
CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
TRUSTID
MAY 31, 2018
We live in a culture of instant gratification. With people busier than ever, consumers are growing impatient. They demand fast, reactive customer service that’s highly responsive and resolves issues in record time, without demanding anything from in them in return. Unfortunately, many financial institution contact centers do not meet today’s security and authentication demands.
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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
Stafford Communications
MAY 31, 2018
Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. Being different does. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists. Competing for readers’ attention, we went “wild.
USAN
MAY 31, 2018
When Amazon released its cloud-based contact center service, it was met with skepticism. In a feature-by-feature comparison with any of the existing leaders, Amazon Connect usually came up short. That was a little over a year ago, and much has changed and continues to change when it comes to feature functionality, but we’ll get to that in a future blog.
Bright Pattern
MAY 31, 2018
To consumers accustomed to paying $50 to $100 on cell phone plans, Republic Wireless’s starting price point of $20 for a plan with data is a breath of fresh air. Republic Wireless took on traditional carriers with a “Wi-Fi first” model, where calls and data default to Wi-Fi and use cellular networks only when necessary. Republic Wireless has been able to deliver on its promise of affordable communication in part because of a lean customer service infrastructure.
Arbeit
MAY 31, 2018
What should you look for in a candidate besides "they're breathing?".
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.
Customer Service Life
MAY 31, 2018
This article originally appeared on the FCR blog on May 9, 2018. Click here to read the original. Without exaggeration, I think I’ve seen quality forms for a hundred different companies in my tenure at FCR and can confidently say that they come in all different shapes, sizes, and flavors. Some of that’s to be expected given the variety of clients we work with.
Avaya
MAY 31, 2018
A customer could once walk into a local shop and be personally greeted by the sales assistant who very often had a one-to-one, direct—and therefore highly individualized—relationship with the person. Each customer had a unique need, attitude, budget and purchasing pattern. The sales assistant understood precise individual needs and tailored his approach accordingly—and in doing so, commanded satisfaction and loyalty.
Stafford Communications
MAY 31, 2018
Stafford Wins 2018 Communicator Distinction Award Doing the same old thing doesn’t get you noticed. Being different does. It’s this approach that earned us the “2018 Communicator Awards Distinction” in the business-to-consumer print advertising category. Recognized for our creative work on behalf of Atlantic NeuroSurgical Specialists. Competing for readers’ attention, we went “wild.
ComputerTalk
MAY 31, 2018
Businesses should consider how to make their stores hospitable to speech-disabled patrons. There are 56.7 million people with disabilities in the United States, reflecting nearly 20 percent of the population, according to the 2010 Census. […].
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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.
Insite Managed Solutions
MAY 31, 2018
What are the 4 Questions to Identify the Right Processes to Automate? As we interact with clients, we are frequently asked about business process automation. Specifically, how to determine the right processes to automate and how to understand which tools should be used. Through our patented MegaMap methodology, we are able to quickly identify the right activities to automate using a combination of process analysis, data analysis, and industry expertise.
ClientSuccess
MAY 31, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
Insite Managed Solutions
MAY 31, 2018
What Challenges Are You Facing as You Automate Processes? Our client decided to go digital. They saw how automaton was drastically shifting their industry and wanted their contact centers to reap the benefits with two goals in mind: Reduce operating expenses. Engage customers with their preferred self-service options. To achieve their goal, they deployed an automated IVA.
ClientSuccess
MAY 31, 2018
This customer success best practices webinar was hosted by ClientSuccess on June 20, 2018 and shared three fresh perspectives on customer onboarding and adoption. Join three exceptional customer success leaders: Erica Newell from Marketware , McKayl Bergman from Lucid Software , and Sam Feil from ClientSuccess , as they present best practices to succeed with customer onboarding and adoption.
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!
LiveVox
MAY 31, 2018
Digitally empowered customers increasingly demand an elevated customer experience. As a result, contact centers face mounting pressures to evolve at a rapid pace to meet these ever-rising customer expectations. Staying on top of the shifting contact center trends is critical for contact center executives to deliver customer experience excellence. In an effort to keep you at.
Insite Managed Solutions
MAY 31, 2018
How Do You Ensure Quality in Your Quality Program? Businesses often come to us looking to update their quality form in order to enhance quality performance. When working together, our clients tend to find that improving quality is more than just updating forms. Within Insite’s holistic approach to quality performance, we go beyond survey results by effecting actual change in the operating environment.
CX Journey
MAY 31, 2018
Image courtesy of Pixabay Rather than thinking customer-centric, how about thinking people-centric? While customer experience strategies must include a priority focus on the employee experience (i.e., they are first!), they often don’t. Many companies actually believe that they can improve the customer experience without improving the employee experience.
Insite Managed Solutions
MAY 31, 2018
Are You Forecasting for Weather? Our client is one of the largest energy retailers in North America and due to the products they offer, changes in weather significantly impact their customers. 2017 was projected to be one of the hottest summers in 5 years and our client’s call volume trends showed a spike in consumer behavior during hot weather. Knowing their contact center operations depends greatly on call volume forecasting, they needed to get it right.
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
Solvvy
MAY 31, 2018
The post Win with Effortless Experiences appeared first on Solvvy.
Playvox
MAY 31, 2018
Scorecards help establish objective metrics to grade customer service interactions.
Jon Arnold
MAY 31, 2018
Just doing another shout-out for next week's one-day event just outside Toronto. It's being shared by two SCTC chapters - Canada and Mid-West US. This won't mean much to non-members, but if you're from the communications consulting community and want to learn more about what the SCTC can offer to strengthen your practice, this is a great way to do it.
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