Contact Center Pipeline
AUGUST 10, 2017
In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers. Next on our list, and equally vital to contact centers, are the challenges brought about by the Internet of Things (IoT) and the increased complexity […].
Fonolo
AUGUST 10, 2017
Whether you’re a customer service director, manager, or representative, reading a few good words of wisdom always seems to help inspire your next course of action. Especially when those words are from veteran leaders, who have said some amazing things about how to interact with your customers, and how to motivate you and your team to succeed. Let’s take a moment to read through our picks of the 5 most useful quotes for customer service professionals: 1.
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Customer Service Life
AUGUST 10, 2017
This article was originally published on the FCR blog on July 25, 2017. Click here to read the original. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. These forms might feature a variety of scoring methods and include elements to evaluate the agent’s greeting, closing, communication skills, and the accuracy of the answer provided to the customer.
Kayako
AUGUST 10, 2017
You finally send off an email that answers all your customer’s questions. But before you can congratulate yourself with a pat on the shoulder, they’ve replied with a dozen more queries. Or even worse, they’ve – inexplicably – become angry! Don’t they understand what you meant? Don’t they get you’ve got more customers to deal with? Unfortunately, the answer to both questions is often ‘no’.
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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.
Taylor Reach Group
AUGUST 10, 2017
By: Sarah Hill – Stapley. The Taylor Reach Group’s (TRG) CEO and Chief Chaos Officer, Mr. Colin Taylor, announced today the addition of Peg Ayers to the Contact Center, Call Center and Customer Experience consulting firm. “Peg Ayers brings substantial Contact Center and Customer Service experience to Taylor Reach”, said Taylor. “Leading large Customer Service Centers for more than 25 years, Peg is undeniably one of the leading Contact Center experts in North America today.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
AUGUST 10, 2017
It's the most common question I get about surveys. Customer service leaders are understandably concerned about getting a lot of voice of customer feedback. So my clients want to know, "What is a good response rate for our customer service survey?" The answer may surprise you—there's no standard number. There are situations where an 80 percent response rate might be bad while a 5 percent response rate might be phenomenal in other circumstances.
Interaction Metrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
CafeX
AUGUST 10, 2017
There’s trouble brewing on Sesame Street. Nobody believes that Big Bird’s imaginary friend, Snuffleupagus, exists. Worse yet, Linda, Maria and Gordon are getting fed up with Big Bird blaming the invisible mammoth whenever something goes wrong and nobody else is around to see it.
Interaction Metrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
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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
Clarabridge
AUGUST 10, 2017
Forrester data shows that 72% of businesses say improving Customer Experience (CX) is their top priority. But knowing that CX is important isn’t the same thing as knowing what to do about it. In order to ensure a customer experience program has a strong foundation, companies need a customer experience champion. What is a Customer Experience (CX) Champion?
Interaction Metrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, great customer service itself is not seen as an ROI generator. But thinking about customer experience as […]. The post Ready to Get ROI on Your Great Customer Service?
Talkdesk
AUGUST 10, 2017
For customers and prospects in your contact center, agents are the voice of your company. Talkdesk’s goal is to equip those agents with the right tools to make those interactions as beneficial as possible. This all starts before a call is even made or received. For agents making outbound calls, they can view Talkdesk information through an integration with the their CRM and view the call history of each contact, including call recordings and customer-provided Sentiment scores, before they place
Interaction Metrics
AUGUST 10, 2017
Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]. The post Ready to Get ROI on Your Great Customer Service?
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.
CSM Magazine
AUGUST 10, 2017
Being customer led makes for better businesses. It’s as simple as that. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand.
Verint
AUGUST 10, 2017
As a business, participating in social communities is good. Having your own social community is better. For some companies, the use of the term social community represents the collection of public social networks such as Facebook, Twitter and LinkedIn where they can “cast a wide net” to share information, as well as listen to and interact with customers, partners and prospective clients.
8x8
AUGUST 10, 2017
Customer experience serves as a major differentiator for your business. Customers expect to reach you in the channel of their choice, and demand knowledgeable agents capable of solving issues in a single interaction. And they expect you to use the best available technology to make their experience efficient and convenient. . Because your contact center is so critical in acquiring customers and keeping them coming back, you want to acquire and apply the best communications technology.
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