Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

Airlines 417

Airlines Call Center Consulting Consulting 417

GetFeedback

FEBRUARY 17, 2020

You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door.

Surveys 78

Surveys Feedback Benchmark Accountability 78

CSM Magazine

FEBRUARY 17, 2020

Sometimes, it’s easy to forget how much the world of business has evolved, even in areas we don’t often think of as having improved. For example, the next time you’re waiting to hear back from a customer service rep, recall the days before the internet, when automated responses were king. Indeed, in the 20th century, customer service calls usually went something like: “Thank you for calling Acme corporation.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

GetFeedback

FEBRUARY 17, 2020

The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration.

78

78

Advertisement

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.

Playvox

FEBRUARY 17, 2020

Two photographers launched into a big task recently, arranging more than 80 people for a team photo in Manizales, Colombia.

71

71

Playvox

FEBRUARY 17, 2020

Agents who work from home present different benefits and challenges for call centers. Workers who are physically in the call center have the opportunity to learn from walking around the center or listening in on a neighbor. Remote agents can miss out on this opportunity and experience.

At home agents 52

At home agents Call Center Management 52

Ameyo

FEBRUARY 17, 2020

Call centers are hard pressed for time with a constant need to improve agent productivity. And since the call centers have to manage various processes and campaigns ranging from cold calling to lead generation to nurturing, doing manual dialing does not cut it. It only makes the agent’s job tedious and their efforts wasted while … Why Does Your Call Center Need a Dialer Software?

Call Center 52

Call Center Management 52

ChaseData

FEBRUARY 17, 2020

What makes a great call center agent? The problem with answering that question is that the correct reply might vary from center to center - and it will also be dramatically different than the answer might have been just a decade ago. It definitely makes call center agent assessment difficult! Here, we will take a look at some of the qualities that create an excellent agent.

Call Center 52

Call Center Feedback Management 52

Infinity

FEBRUARY 17, 2020

When companies integrate their call tracking into Salesforce, it adds the final piece to their customer journey. Because, despite Salesforce hosting a wealth of digital customer data and insight, it misses the last piece of the puzzle. Offline phone calls. According to Salesforce, in some industries, 92% of all customer interactions happen over the phone 1.

Marketing 52

Marketing Sales CRM Analytics 52

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

Vcaretec

FEBRUARY 17, 2020

In an era where every business is judged by what it publishes on Instagram, Twitter, and Facebook, social media customer service is a must for any business. Keeping up with the growing commentary can be time-consuming, however. So, how do you balance the in-person communications with online interactions and keep your customers happy? Easy, by partnering with a team that knows social media and the importance of providing optimal customer service support to all aspects of your business.

Customer Service 55

Customer Service outsourcing Education Call Center 55

Tethr

FEBRUARY 17, 2020

In this brief video , Tethr’s SVP of Product, Ted McKenna, breaks down three of the most powerful ways customers are putting the Tethr Effort Index (TEI) to work. . TEI is the market’s first machine-based effort measure. Every single interaction, whether it be a recorded call of chat interaction, is taken into account so that all encounters can be scored for effort.

Coaching 94

Coaching Call Center Surveys Accountability 94

FreshGrade

FEBRUARY 17, 2020

As a parent, you wear a thousand hats to your child. At home, your child is influenced by your actions, behaviours, and beliefs. Your encouragement and love will help cultivate curiosity, confidence, and a healthy attitude towards learning new things—for life. And when they get to school, they’ll bring everything they’ve learned into a classroom—to the tune of about 200 days a year.

Education 69

Education 69