Connect

NOVEMBER 14, 2019

Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability. Chatbots promise to alleviate typical web chat limitations, but what exactly is the difference between chatbots and web chat, and when should you choose one over the other?

Chatbots 40

Chatbots Customer Support Customer Experience 40

CrazyCall

NOVEMBER 14, 2019

Customer empathy plays a critical role. Why? Simply because humans want human contact, that’s easy. We want someone empathetic who can help us. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. In the past, empathy was considered an inborn trait that couldn’t be taught. Empathy is surely innate quality, but it is also learned in life through experiences.

Interactive Voice Response 50

Interactive Voice Response Personalization Customer Service Customer Experience 50

ChaseData

NOVEMBER 14, 2019

The popularity of working from home has soared over the last two decades. This is no surprise; as technology has improved, working remotely has not only become more possible, it has become the best potion for many professionals. If your contact center is like most modern operations, you have at least a small portion of your team that is either entirely remote or works remotely part-time.

Contact Center 40

Contact Center Technology Call Center Management 40

CSM Magazine

NOVEMBER 14, 2019

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist. While Artificial Intelligence (AI) promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, it also holds the key to transforming the customer experience (CX).

Chatbots 49

Chatbots Technology Customer Experience Marketing 49

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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.

Contact Center Pipeline

NOVEMBER 14, 2019

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a top candidate who has the passion and skills to deliver on your CX vision, whose values align with your company’s and who is a natural fit for the culture requires management […].

Banking 113

Banking Contact Center Management Call Center 113

Interactions

NOVEMBER 14, 2019

Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 trillion between 2020 and 2023. And, with the digital native generation entering the consumer stage and the majority of consumers becoming more connected, the pressure for digital transformation is on. .

Customer Care 82

Customer Care Technology Personalization Enterprise 82

Etech

NOVEMBER 14, 2019

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things for you to address. . What can you do to ensure your passwords are strong enough to drive hackers absolutely bonkers? Creating passwords to ensure the security of your protected systems and information is one of the most overlooked items when it comes to cyber security.

Best practices 75

Best practices Accountability Banking Technology 75

TRUSTID

NOVEMBER 14, 2019

Customer service should be just that, serving customers. Helping customers resolve issues is what call center agents are trained to do. Create a welcoming rapport with customers, address why they are calling, and provide answers that fix problems without taking too much of their time. The problem is, many contact centers take too much time and ask too much of each caller to get their issues resolved.

Customer Service 67

Customer Service Call Center Contact Center Engineering 67

Totango

NOVEMBER 14, 2019

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. This is your opportunity to prove your product is the best solution for meeting their business goals.

Best practices 64

Best practices Education Enterprise Personalization 64

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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

Surveys

Guru

NOVEMBER 14, 2019

When we think about our daily interactions with technology, “searching” becomes synonymous with “surfing.” Searching has become ubiquitous with the internet—nearly any “connected” action we can perform begins with some kind of a search. This means two things: first, that as consumers of technology, we’ve come to expect seamless search experiences; and second, that the companies providing us these opportunities to search have a whole lot of data around how we’re doing it.

Technology 55

Technology Marketing 55

SmartAction

NOVEMBER 14, 2019

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan. One year into their AI-powered virtual agent implementation with SmartAction, they took the stage at Customer Contact West to explain how they deflected 25% of call volume via automation, raised NPS by 17%, and achieved their ROI within 3-months.

Self service 54

Self service Virtual Agent Analytics Accountability 54

Etech

NOVEMBER 14, 2019

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things for you to address. . What can you do to ensure your passwords are strong enough to drive hackers absolutely bonkers? Creating passwords to ensure the security of your protected systems and information is one of the most overlooked items when it comes to cyber security.

Best practices 48

Best practices Accountability Banking Technology 48

NICE inContact

NOVEMBER 14, 2019

For even more in-depth tips and trends, check out this ICMI article. In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it.

Contact Center 48

Contact Center Sales Marketing Customer Service 48

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 Experience

InGenius

NOVEMBER 14, 2019

A look at when on-premise CTI solutions are the best option. On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses. Below are some of the top scenarios where on-premise CTI is the most relevant solution. Control of Data. For companies dealing in sensitive data such as financial institutions or medical services , there is a high element of risk involved from outsourcing i

outsourcing 48

outsourcing CRM contact center solutions Contact Center 48

Nuance

NOVEMBER 14, 2019

As we continue to transform into one Global Marketing organization at Nuance, it has become obvious to me that the key to our success is to empower each person in the organization. And so, I began to reflect on what creates empowerment. I know empowerment takes time and focus. Empowerment also requires give-and-take from both […] The post At the End of the Day… We must empower people appeared first on What’s next.

Marketing 47

Marketing Personalization 47

TELUS International

NOVEMBER 14, 2019

Customer Experience 98

Customer Experience Customer Service Best practices 98

Jive

NOVEMBER 14, 2019

In the event of a malicious hack or even a natural disaster, a business should not only ensure the safety of their staff, but they also need to take active steps to make sure that their operations don’t suffer because of it. Often, however, a company realizes the relevance and real need for a disaster recovery plan only after it’s already too late. At this point, your business has probably already lost important data, customers, and revenue.

voip 42

voip Technology Management 42

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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.

Self service

Playvox

NOVEMBER 14, 2019

According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer service agents fail to answer customer questions 50% of the time.”.

Personalization 41

Personalization Customer Service Management 41

Infinity

NOVEMBER 14, 2019

Usually I start my Fridays by gulping down my family-sized bucket of coffee before I begin my catch-up calls with clients. One of my calls was with my client, ITC, and we discussed fixed numbers. Nothing spectacularly abnormal about that, but the reason behind it surprised me. The ITC brand had begun to invest heavily in print material for their advertising campaigns and required full visibility on how well these print ads performed so they turned to Infinity’s fixed numbers.

Advertising 40

Advertising Sales Marketing Analytics 40

Working Solutions

NOVEMBER 14, 2019

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […].

Contact Center 40

Contact Center Sales outsourcing Call Center 40

bold360 Blog

NOVEMBER 14, 2019

I’ll be the first to admit I would rather text someone than pick up the phone. Of course, for special occasions like a birthday, if I have something long winded to say, or if I need an immediate answer, I’ll give someone a call. BUT, if I can avoid it, I do. So, what makes texting appealing? It’s less of a commitment. I can send a text without needing myself or the text recipient to be available at that exact moment in time – because I don’t need an immediate response.

Personalization 40

Personalization Marketing Customer Experience Management 40

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!

Feedback

Working Solutions

NOVEMBER 14, 2019

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […].

Contact Center 40

Contact Center Sales outsourcing Call Center 40

CSM Magazine

NOVEMBER 14, 2019

Even if you have a small business, it may still be quite challenging to manage it. The key to your success is full customer satisfaction, which can be achieved not only by providing high-quality services or goods but also through effective communication and quick resolution of issues and problems. CRM systems help business owners manage customer data, keep the situation under control, and boost revenue.

CRM 40

CRM Management Sales Marketing 40

Serenova

NOVEMBER 14, 2019

Modern contact center agents make up a workforce that is unlike any before, so it’s not surprising that old engagement tactics don’t work anymore. The hard truth is disengaged agents either quit and leave or quit and stay. This is bad news for contact centers with disengaged employees since the battle to deliver good customer service is usually fought by a company’s frontline: its contact center agents.

Contact Center 40

Contact Center Coaching Employee engagement Call Center 40

Maru Group

NOVEMBER 14, 2019

There’s a growing sense of mistrust and fatigue amongst Black Friday UK shoppers. After sweeping into the UK limelight in 2014, Black Friday has fundamentally changed the way UK consumers shop. December sales are slowing as consumers spend more in November, while internet sales are on the rise ; average weekly internet sales nearly tripled between November 2010 and 2017, according to the ONS (Office for National Statics).

Sales 40

Sales Metrics Management Customer Experience 40

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

Journey mapping

REVE Chat Blog

NOVEMBER 14, 2019

Communication is one of the key determining aspects behind the success of any business. Analyzing the interests of your customers, you need to set up a communication strategy to keep your customers satisfied. Customers would want to communicate to you at different stages of their purchase journey like for pre-sale queries, help in using the product correctly, troubleshooting, etc.

Customer Support 40

Customer Support Analytics SaaS Self service 40

Brad Cleveland Blog

NOVEMBER 14, 2019

Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products, … Continue reading → The post Putting Yourself in Your Customers’ Shoes appeared first on Brad Cleveland.

Surveys 26

Surveys Contact Center Call Center Customer Service 26

Dialer 360

NOVEMBER 14, 2019

Do you want to lose your customers? Well, provide them some bad customer support. Yes, now, customer service is playing a more important role in business development than product quality and advertising. So, businesses are more conscious now. However, it is a hard nut to crack. Of course, providing quality service 24 hours a day and 7 days a week isn’t that easy.

outsourcing 24

outsourcing Call Center Technical Support Benchmark 24