Callminer

DECEMBER 11, 2018

In our recent survey and report, The CallMiner Index which identifies in the UK and US the sectors that have the highest churn rates and reveals the reasons why consumers switch suppliers. One of the key observations from the reports are about consumers’ channel preferences. Our surveys discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

Call Center 196

Call Center Self service Surveys Coaching 196

Contact Center Pipeline

DECEMBER 11, 2018

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we are still some ways off from having animatronic co-workers and household help, we do have software robots that—through robotic process automation (RPA)—can help improve the performance of today’s contact center agent. […].

Contact Center 100

Contact Center Call Center Technology 100

Bright Pattern

DECEMBER 11, 2018

In this digital age of customer experience, consumers have higher expectations and demand an effortless and seamless experience on any channel, anywhere. Whether they are at home on their desktop computer researching TVs to purchase, or on the train to work connecting with customer support via Facebook Messenger, consumers expect their questions to be resolved fast and with minimal effort.

Customer Support 57

Customer Support Customer Experience Customer Service 57

ShepHyken

DECEMBER 11, 2018

Transparency In Business. Delivering an Experience That Makes Price Irrelevant. Shep Hyken sits down with Ty Collins. They discussed how to raise your prices without losing customers, why you should be transparent, and how to give customers the best experience possible. Top Takeaways: Shep’s Opening Monologue: In Shep’s opening monologue he answers the question, what is the difference between a loyalty program and a marketing program?

Sales 266

Sales Customer Service Marketing Personalization 266

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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.

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. While expectations were high for CX initiatives, business outcomes failed to deliver the bottom line results expected by C- suite executives. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will f

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Call Center Customer Experience Self service Contact Center 182

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

Customer retention 89

Customer retention Surveys Customer effort Sales 89

Ansafone

DECEMBER 11, 2018

As more businesses discover the benefits of business process outsourcing to strengthen their customer engagement strategies, it is increasingly important to select the right provider to help you become more competitive in the marketplace. Consider these four qualities when researching potential call center partners. An informed decision will lead your company down the … What to Look for When Hiring a Call Center Business Read More ».

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Call Center Business Process Outsourcing outsourcing Contact Center 76

ClearAction

DECEMBER 11, 2018

Marketing’s Role in the Customer Experience Journey Lynn Hunsaker. Is your Marketing department aligned with customer experience? The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing.

Customer Experience 71

Customer Experience Journey mapping Customer centricity Marketing 71

SharpenCX

DECEMBER 11, 2018

Cue the next song on your playlist: “Another one bites the dust.” Okay, that’s a tad dramatic. But, the reality is, if you don’t coach and train your agents, they’ll leave. And before they make their exit, they’ll negatively impact. Read More. The post The Missed Opportunity of Not Coaching Your Agents appeared first on Sharpen Contact Center Software.

Coaching 64

Coaching Contact center software Contact Center 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

GetFeedback

DECEMBER 11, 2018

Here's how to use data to identify disgruntled customers and reduce customer churn for good.

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Kristina Evey

DECEMBER 11, 2018

Shownotes… Customer Experience is not just another thing to do. CX is the reason WHY we do the work we … Read More Episode 25 – Customer Experience Needs a Seat at the Table. The post Episode 25 – Customer Experience Needs a Seat at the Table appeared first on Kristina Evey. Shownotes… Customer Experience is not just another thing to do.

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Customer Experience Sales Marketing Management 63

Nuance

DECEMBER 11, 2018

“Imagination is more important than knowledge. For knowledge is limited, whereas imagination embraces the entire world, stimulating progress, giving birth to evolution.” Albert Einstein When enterprises undertake the crucial step of incorporating AI into their business, they can’t start with just using AI for basic functions. That’s already being done by their competitors.

Enterprise 67

Enterprise Chatbots Customer Experience 67

Toister Performance Solutions

DECEMBER 11, 2018

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. I went to change the air filter on the heater while visiting The Overlook recently.

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Contact Center Management Personalization 61

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

Chip Bell

DECEMBER 11, 2018

The holidays bring businesses staffed with part time employees helping to cover the busiest buying season in the retail world. Some part timers are great and need little leadership or direction to create awesome experiences. However, some are just looking for extra spending money to buy holiday gifts. They are more concerned with hours worked than service delivered.

Personalization 63

Personalization Customer Service Customer Experience 63

Relay Blog

DECEMBER 11, 2018

As customer expectations continue to rise, support teams need to deliver a reliable, high-quality experience. The post How to Use Email Support to Deliver Better Customer Experiences appeared first on Relay.

Customer Experience 59

Customer Experience 59

aircall

DECEMBER 11, 2018

Editor’s note: The following is a guest post from Ellen De Beul, a digital marketer at PieSync with a passion for storytelling. PieSync provides a two-way contact sync between the most popular business tools, keeping teams informed and productive. Your team is the fuel, engine, and driver behind your company’s success. Needless to say, they are your most important asset.

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Sales Engineering CRM Marketing 54

Kristina Evey

DECEMBER 11, 2018

Shownotes… Start Where You Are and With the End in Mind. That is my response when people ask me how … Read More Episode 26 – Start with the Customer Experience End in Mind. The post Episode 26 – Start with the Customer Experience End in Mind appeared first on Kristina Evey. Shownotes… Start Where You Are and With the End in Mind.

Customer Experience 54

Customer Experience Customer retention Sales Feedback 54

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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

LiveChat

DECEMBER 11, 2018

The Christmas time is coming! Among us, there are two kinds of people: those who love Christmas and… Yes, Grinches. Grinches like to grumble about the holiday decorations and songs, about crowds of people, about the fact that they need to buy gifts, or because they hate cleaning. And me? I’m definitely the Christmas-lover! Singing “Last Christmas” since September and looking forward to the Wroclaw Christmas Market opening while listening to Frank Sinatra Christmas songs!

Technology 63

Technology Sales Advertising Marketing 63

CX Journey

DECEMBER 11, 2018

Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot. I thought I'd share some good ones that I'd recommend you add to your reading list for 2019. These books are not customer experience books per se - but the outcomes of implementing what you learn in them will certainly lead to better experiences for employees and for customers.

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Employee engagement Management Personalization Customer Experience 60

Voiance

DECEMBER 11, 2018

Practicing law means meeting clients where they are in life. And in a nation where nearly 60 million US residents speak a language other than English at home, being able to communicate across a language barrier - both verbally and in writing - is essential for success.

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Metrics 51

Noble Systems

DECEMBER 11, 2018

By Karl Koster, Noble Systems Intellectual Property and Regulatory Attorney. Attempting to render judicial decisions based on technology can be difficult, especially when judges are not familiar with the technology. When the law and technology intersect, accidents can occur. This is what appears to have happened in the recent 9th Circuit Telephone Consumer Protection Act’s (“TCPA”) decision, Marks vs Crunch.

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Technology Telemarketing Banking Contact Center 55

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

AnomalySquared

DECEMBER 11, 2018

In the realm of Contact Center Outsourcing there are a lot of misunderstandings and myths that seem to swirl around the topic. We're here to discuss 11 of those common misconceptions, from cost to quality, we want to clear the air some, and prove that outsourcing your call center may be the answer to growing your business after all.

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outsourcing Contact Center Call Center 49

NICE inContact

DECEMBER 11, 2018

Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips for improving contact center etiquette: .

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Contact Center Best practices Personalization Customer Service 49

Working Solutions

DECEMBER 11, 2018

As a technologist, I tell clients you need to understand the “gutworks” of a system to serve customers in the ways they expect. Knowing the inner workings precedes developing any practical, productive applications. That’s the case whatever industry you work in, be it travel, healthcare or contact center. To get the right answers you must […]. The post Under-the-hood Tech Insight Enables Client Business Solutions appeared first on Working Solutions.

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Healthcare Contact Center virtual call center Call Center 53

ChaseData

DECEMBER 11, 2018

Owning and operating a call center, you undoubtedly know how important a good dialer is to your daily operations. However, many companies that rely heavily on their dialer end up suffering for it, because not every call center dialer is created equally. A dialer without the capabilities you need – or which malfunctions, even on occasion – can cost you dearly.

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Call Center call center software 53

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

ConvergeOne

DECEMBER 11, 2018

An automobile finance company has a Cisco contact center environment that services millions of customers. The internal IT staff has extensive experience in the manufacturing industry, but it remains hands-off with the company’s contact center and lacks the appropriate expertise to manage the Cisco environment.

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Contact Center Finance Management 52

Guru

DECEMBER 11, 2018

30 years ago, the Service Desk Institute (SDI) was born. The SDI is an IT help desk industry group with the mission to “continually improve the ability of business to deliver good service.” While the 30th anniversary of the SDI may not be terribly buzz-worthy, it does serve to remind us that the IT service desk is an enduring institution. An IT service desk functions as a primary point of contact between a company and its customers, and represents a cornerstone of corporate operations that is to

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Management Customer Support 48

Branch Mesenger

DECEMBER 11, 2018

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year. We also tackle updates on the tariff issue and investigate some on-the-ground trends that are shaping the story of retail.

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Real estate Banking Marketing Technology 48