teleopti

APRIL 8, 2019

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Outsource Consultants

APRIL 8, 2019

For most organizations, the stability of customer communication and the continuity of their services are what drive overall business success. For call centers that deal with a high volume of calls, sharp spikes in traffic, or a large customer base, this often means outsourcing to different geographic locations to safeguard day-to-day operations. Enter geographic redundancy, or geo-redundancy, which equips organizations that rely on domestic or foreign call centers with a solution to protect the

outsourcing 75

outsourcing Call Center Marketing Customer Service 75

Topdown

APRIL 8, 2019

Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc., February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration. That’s partly because Gartner has refined its definition of a DXP, i.e., it is not a monolithic product from a single vendor anymore.

Management 48

Management Customer Experience 48

Beyond Philosophy

APRIL 8, 2019

Whenever I talk about Customer Experience with audiences, I begin by explaining that customers do not buy things rationally. Customers buy things emotionally and then justify the purchase with logic. Irrationality and data don’t mix. However, there are ways that people’s irrational behavior reveals a rational pattern in the data. Let’s take a look at actionable insights about people’s irrational behavior as customers and the importance of the human touch in a digital transformation.

Surveys 315

Surveys Self service Consulting Consulting 315

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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.

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. (NextGov) “Be where your customers are” and other helpful tips from customer experience professionals.

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Customer Service Government Entertainment Healthcare 254

Contact Center Pipeline

APRIL 8, 2019

Thanks to all of you for participating in our 10th Anniversary Pizza Party Contest. We were blown away with the number of responses received! I guess everyone really does love a pizza party! The winner of the party is: The Costa Del Mar contact center in Daytona Beach, FL. Heather Bissell, Director of Customer Experience […].

Contact Center 100

Contact Center Customer Experience Call Center 100

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies. Your NPS score is based on customers responding to one question: “How likely are you to recommend us to a friend or colleague?”.

Benchmark 98

Benchmark Feedback Surveys Metrics 98

ProProfs Blog

APRIL 8, 2019

Did you know before making an appointment with a doctor, 83% of patients visit the hospital’s website? Around 1 in 20 searches on Google are health-related topics. These numbers show how important it is to have a responsive website for a healthcare business. Now, along with creating and maintaining a website for your healthcare business, it is also important to reach out to your customers and provide instant resolution to their queries.

Healthcare 74

Healthcare Customer Service Customer Support Consulting 74

GetFeedback

APRIL 8, 2019

Buyer personas are often created on instinct instead of data. And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. In fact, 60-70% of B2B marketers admit they don’t understand their buyers, which is exactly what buyer personas are designed to do.

B2B 83

B2B Analytics Journey mapping Accountability 83

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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

Nicereply

APRIL 8, 2019

Investing in a tool for collecting customer feedback can help you to better understand what customers are asking for. In order to scale support effectively, all teams will need to move beyond manual processes at some point – which means investing in tools that help you become more efficient and to understand your customer better. The first tool that most teams implement is a help desk when a shared email inbox just won’t cut it anymore.

Feedback 81

Feedback Engineering APIs Customer Support 81

GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

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Jive

APRIL 8, 2019

We’re thrilled to announce that Jive is teaming with PlanetOne , the IT channel and telecom industry’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises. This new relationship provides PlanetOne channel partners with options for faster, easier communication through Jive’s VoIP business phone systems and Unified Communications and Collaboration services, while at the same time enabling them to help thei

voip 81

voip Enterprise Sales Technology 81

ProProfs Blog

APRIL 8, 2019

Did you know before making an appointment with a doctor, 83% of patients visit the hospital’s website? Around 1 in 20 searches on Google are health-related topics. These numbers show how important it is to have a responsive website for a healthcare business. Now, along with creating and maintaining a website for your healthcare business, it is also important to reach out to your customers and provide instant resolution to their queries.

Healthcare 60

Healthcare Customer Service Customer Support Consulting 60

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

FluentStream

APRIL 8, 2019

1. Move your Mission Critical equipment first It’s the first thing your team should consider, so we went ahead and put it first on our list! Servers, routers, modems, switches, Read More. The post 10 Ways to Plan for a Smooth Office Move appeared first on FluentStream.

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GetFeedback

APRIL 8, 2019

Try these deep audience research methods to uncover who your audience truly is and what they want. Only then can you give users the experiences they crave.

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Certified Languages International

APRIL 8, 2019

In order for Medicare to cover telemedicine services, there are certain conditions that must be met. One of those conditions limits the locations in which a patient may receive care. As of now, if a patient would like to be seen by his or her provider through videoconferencing technology, the patient must travel to an eligible facility, often called an “originating site.” Unfortunately, these restrictions are difficult for some, and often fail to reduce the barrier to care for vulner

Healthcare 64

Healthcare Technology 64

NICE inContact

APRIL 8, 2019

Greeting customers. Aaaaah, that crucial first impression and what to do with it. Before we get started with the how, what, and why, let’s take a step back… Ask yourself, what is your sole purpose in your contact center? To make your customer happy? To drive revenue? The answer to this question should be a cornerstone to drive home the importance of the customers experience from the moment they connect with your company – over any channel!

Call center experience 60

Call center experience Call Center Education Interactive Voice Response 60

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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

Revation Systems

APRIL 8, 2019

At the foundation, banks were established to provide a place for people to store and leverage their earnings as well as receive financial assistance for planning, loans, etc. With the rise of the internet and smartphones, physically visiting a branch to do business is becoming less necessary as people can access all their finances, make deposits and even live chat with a service representative from the comfort of their homes.

Banking 48

Banking Chatbots Finance Call Center 48

VocalCom

APRIL 8, 2019

As artificial intelligence continues to change the way in which companies interact with customers, chatbots remain a key player in delivering this modern form of customer service. These digital assistants are more than just a passing trend: Mindbrowser states that 96% of businesses believe chatbots are here to stay. Business Insider adds that by 2020, over 80% of brands are expected to have some kind of chatbot implementation.

Chatbots 48

Chatbots Contact center software Self service Contact Center 48

CSM Magazine

APRIL 8, 2019

When your business becomes so successful that you can’t serve your customers, you need to get creative. Shep Hyken explains. The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.

Advertising 49

Advertising Customer Service Management 49

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience.

Customer Experience 60

Customer Experience 60

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

Talkdesk

APRIL 8, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This blog post is the first in a four-part series outlining Talkdesk’s security policies. In this post, we cover Talkdesk’s approach to organizational security.

Government 45

Government Cloud contact Engineering Enterprise 45

FluentStream

APRIL 8, 2019

1. Move your Mission Critical equipment first It’s the first thing your team should consider, so we went ahead and put it first on our list! Servers, routers, modems, switches, computers, monitors, fax machines, copiers, scanners, telephones, cords, more cords, Read More.

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Help Scout

APRIL 8, 2019

Release Notes is our monthly update that highlights recent product improvements we’ve made so you can easily stay up to date on what’s new. What’s New. Introducing channel-based reports. Up to this point, Help Scout’s reports have always been a bit more email-centric, as email is the primary channel we’ve been focused on. But with the launch of Beacon and Chat , it was time to take a different approach, and the end result is channel-based reports.

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APIs Wait times CRM Accountability 40

Talkdesk

APRIL 8, 2019

Talkdesk is home to inspiring leaders who have amazing stories to tell. Our executive team is comprised of a diverse group of individuals who have varied career paths and knowledge they’ve gleaned from years of experience inside and outside of the contact center industry. We want to share their insights with you, which is why we’re launching a blog series called Executive Perspectives!

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Contact Center Marketing Sales Personalization 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

Stratifyd

APRIL 8, 2019

Estimated reading time: 4 minutes. Though Solutions Architect Valerie Hu can be soft-spoken in the office at times, she's a smart, EDM-concert-going fashionista. She was born and raised in Guangzhou, China, where she received a bachelor’s degree in finance from South China University of Technology. Since she had spent her entire life in China, she wanted to continue her education and experience life in another country.

Finance 40

Finance Education APIs Engineering 40

bold360 Blog

APRIL 8, 2019

Subscribe via iTunes , Spotify and more. Artificial intelligence and machine learning deliver serious ROI when you’re dealing with large data volume, but sometimes you need to know when a human should intervene. There are also times when we need to give up a little control to let the AI help drive the conversion process. Finding that happy medium is an ongoing challenge according to Jaime Romero , Global Head of Marketing and Customer Delivery at MRP , a leading global predictive intelligence or

Analytics 40

Analytics B2B Accountability Marketing 40

TELUS International

APRIL 8, 2019

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Customer Experience 72