Steve DiGioia

JUNE 11, 2018

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. Ah, the life of a call center agent. A cushy job, right? You do nothing more than talk to customers on the phone and punch some information into a keypad. Sounds cool, sign me up! But wait a minute, there’s more…much more. You get to sit in a cramped cubicle wearing a scratchy headset and stare at a screen for 8 hours a day.

Customer Service 215

Customer Service Call Center Management 215

West

JUNE 11, 2018

As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers. Like all industries, customer expectations of utility providers have changed dramatically in the last decade.

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Customer Experience Management 61

ShepHyken

JUNE 11, 2018

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. Delivering Remarkable Experiences Is How You Win More Customers by Sonia Thompson. (Entrepreneur) Equip your team to make a lasting impression.

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Customer Service Customer retention Customer Experience 194

HGS

JUNE 11, 2018

3 Ways Social Media Can Make (or Break) Your CX. By Scott Yates, HGS Operations Director. Are you taking your social media strategy as seriously as you should? Imagine you’re a Fortune 100 company spending millions on marketing to create and support your brand, but you don’t prioritize social media support. Your customers are driven to your social media pages—but once they get there, they don’t find 24x7 empathy-building communication or proud, positive brand representation, and a fast, solutio

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Feedback Education Customer Care Marketing 100

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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.

Amity

JUNE 11, 2018

If you are a SaaS company looking to invest in Customer Success, one of the most important considerations is the customer per Customer Success Manager (CSM) ratio – the number of customers a CSM can support while still remaining effective. This is often a delicate balance that will need to be baselined and readjusted over the first few years that your Customer Success team is in operation.

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Strategic Value Customer retention SaaS Sales 91

FiveStars

JUNE 11, 2018

Found Coffee has only been open for three years, but it’s already managed to cultivate a community of regulars, thanks to great coffee and the savvy use of customer loyalty. With an eye to design and a focus on specialty coffees, Found Coffee’s warm space showcases a variety of “found” vintage objects—some provided by the […]. The post Small Business Spotlight: Found Coffee appeared first on Fivestars Insights.

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Management 72

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives. We go more into the topic in this post.

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Customer Experience Journey mapping Education Customer retention 60

Ansafone

JUNE 11, 2018

PRESS RELEASE FOR IMMEDIATE RELEASE 05/15/2018 ANSAFONE PARTNERS WITH MAKE-A-WISH Coral Gables, FL (May 12, 2018) – Ansafone, a U.S. based outsourced Contact Center was a Gold Sponsor for Make-A-Wish Southern Florida at their recent Brunch Under the Big Top Event. “Everyone knows Make-A-Wish and the incredible work that they do for children with life-threatening illnesses. … ANSAFONE PARTNERS WITH MAKE-A-WISH Read More ».

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outsourcing Contact Center 63

Zingtree

JUNE 11, 2018

At Zingtree, we do our best to create well-thought-out processes in order to ensure that common tasks are getting done properly, consistently. But, what kind of damage can occur when a process no longer works or is somehow fated to fail from the beginning? This issue of broken processes is one that many organizations are faced with every day, which can be using Zingtree decision tree technology.

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Call Center CRM Technology 58

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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

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe.

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Customer retention Feedback Sales 61

Customer Experience Matters

JUNE 11, 2018

We’ve put together this short video to explain Temkin Group’s CX Competency & Maturity Model. It defines how organizations flow through six stages of customer experience maturity: Ignore, Explore, Mobilize, Operationalize, Align, and Embed by mastering Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

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Employee engagement Customer Experience 61

Infinity

JUNE 11, 2018

Bing has long been the understated hero of the search engine world. It powers Amazon's Kindle, Apple's Siri, and is the default search engine on Microsoft's Cortana. It receives billions of searches each month, and although Google still takes the lion’s share of search budgets, Bing has seen consistent double-figure growth in paid search revenue for five quarters in a row. 1.

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Engineering Advertising Marketing Sales 53

Mindtouch

JUNE 11, 2018

Why do we create content? This seems like a simple question. To make customers more successful? To provide more information about a product or service? For ourselves? A closer look usually reveals more nuance than we might like to admit. Each business and use case—each person, place, and new technology—adds layers that can complicate the why. Maybe it’s more useful to start with who.

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Self service Engineering Chatbots Customer Support 48

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

VocalCom

JUNE 11, 2018

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. While surveys and customer satisfaction scores reveal your clientele’s feelings about products and specific service interactions, the NPS offers a comprehensive view of their sentiments regarding their overall experiences with your brand.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48

Monet Software

JUNE 11, 2018

By the time your average customer has punched in the ten-digit phone number for your contact center, he or she has already established expectations for what is about to happen. Customers know what to anticipate from an efficient and successful engagement, and that is what they want you to deliver. This is what is on their minds. Is your contact center up to the task?

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Call Center Quality management Contact Center Management 48

Bright Pattern

JUNE 11, 2018

Bright Pattern and contact center professionals in the northeast are headed to one of the most popular annual conferences, The Northeast Contact Center Conference , held by The Northeast Contact Center Forum (NECCF). The event takes place tomorrow at the Gillette Stadium in Foxborough, Massachusetts, from 7:00 a.m. to 5:00 p.m.

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Contact Center Customer Service 47

Monet Software

JUNE 11, 2018

If you work with people you like, going to work every day is a little easier. And if you work for a company that seems to not only care about its employees but about the community as well, it can make you feel a little better about your job. One way to achieve both of these goals at your contact center is by supporting volunteer projects. Encouraging agents and other employees to participate in community projects is not just good for morale – it’s the right thing to do.

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Call Center Morale Contact Center Surveys 48

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Jon Arnold

JUNE 11, 2018

Can't say I've ever been to Grapevine, but Google tells me it's near Dallas, and being in Texas, it's probably much bigger than I'm inclined to think. That's the locale for this year's NEC Advantage event, and while it's geared more to consultants than analysts, I'm going and am very much looking forward to it. More details are on the Event Calendar page of my website, and I'll be sharing on social as time allows.

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Consulting Consulting 45

Monet Software

JUNE 11, 2018

Service level is just one element that contributes to a customer’s positive call center experience – but it’s an important one. People are more impatient these days, and calls that are not answered promptly will turn into missed calls much more quickly than they would ten or even five years ago. If your business is like most contact centers, you calculate service level by the percentage of calls answered within a pre-determined time period – for example, answering 80% of calls in 20 seconds or l

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Service level Contact Center Call center experience Call Center 48

Spearline

JUNE 11, 2018

It’s exciting times here at Spearline. Our automated testing has just been supercharged with the roll-out of automated mobile testing to 22 countries. Increasingly, customers are using mobile phones to make most or all of their calls - in fact projections are that 169 billion mobile calls will be made to businesses by 2020 1. In-country testing from mobile phones.

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Management 40

USAN

JUNE 11, 2018

It’s no wonder that “self-service” is one of the first adjectives Amazon uses to describe Amazon Connect. Self-service is quite possibly the most notable difference between the cloud-based contact center service and traditional contact center technology. But self-service doesn’t necessarily mean you should do it all yourself. Let’s look at areas where it behooves you to call in the experts versus areas that can be DIY.

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Self service Contact Center contact center solutions Metrics 40

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Clarabridge

JUNE 11, 2018

We’re excited to announce that Clarabridge has shortlisted for the AIConics Best Innovation in NLP Award ! The AIConics recognizes the leaders across 11 different categories ranging from Best Application of AI in the Enterprise to Best AI Startup, Best Intelligent Assistant Innovation and more. The Best Innovation in NLP award champions the trailblazers who have adopted NLP technology to create solutions that will transform business.

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Analytics Enterprise Technology Customer Experience 40

Genroe

JUNE 11, 2018

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long-term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe.

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Customer retention Feedback Sales 40

Ann Michaels and Associates

JUNE 11, 2018

B2B Mystery Shopping To Improve Your Business. A bit more complicated than typical mystery shopping, but definitely beneficial. Traditional mystery shopping in the business-to-consumer (B2C) model is pretty straight-forward. Mystery shoppers are sent in to a business or retail location with specific tasks and questions to answer about their experience.

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B2B Inbound sales Upselling B2C 40

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact Statistics related to the various technologies within the Call Center. 85% of organizations anticipate contacts will become more complex in the next 2 years

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Contact Center Self service Scripts Call Center 50

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

Aspect

JUNE 11, 2018

When talking to IVR applications, the caller experience very much depends on the quality of automated speech recognition (ASR). Nothing is more off-putting than listening repeatedly to prompts like “Sorry, I didn’t get that,” which is why it’s so important to tune the speech recognition performance. And it’s important to note that speech recognition tuning can really be done only after go-live, when you get data on how actual callers interact with the IVR service.

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Interactive Voice Response Engineering Scripts Metrics 51