Talkdesk

MAY 6, 2019

It stands to reason that happier employees create better customer experiences, right? But how much does it matter to your customers—and to the success of your business? . The short answer is that it matters a lot. Recent research shows that organizations with highly engaged employees outperform those with low employee engagement by over 200%. If your employees are punching the clock every day, putting on a thin facade of politeness with customers, just to stay employed—then you’re missing out.

Employee engagement 84

Employee engagement Contact Center Customer Experience Call Center 84

Playvox

MAY 6, 2019

According to a Microsoft report, customer service is a key factor in 96 percent of consumers’ loyalty to a brand.

Customer Service 45

Customer Service Management 45

Aspect

MAY 6, 2019

This weekend marks another bank holiday in the UK, and with the warmer months settling in, you will no doubt begin to experience influxes in customers – both physically and online – as millions of people switch off from work and become more focused on leisure activities. So how can you ensure you’re prepared and provide a consistent service when you experience this uplift?

Morale 54

Morale Self service Government Banking 54

Callminer

MAY 6, 2019

Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Call Center 273

Call Center Contact Center Management 273

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.

ShepHyken

MAY 6, 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. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. (Team Support) Feedback matters in the customer-centric era of business we work in.

Customer Service 281

Customer Service Customer centricity Feedback Personalization 281

Customer Service Life

MAY 6, 2019

This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers.

Journey mapping 80

Journey mapping Contact Center Coaching Education 80

Calabrio

MAY 6, 2019

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.

Contact Center 77

Contact Center Analytics Customer Experience Best practices 77

TRUSTID

MAY 6, 2019

What hoops do your callers have to jump through before getting their problems resolved? If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . Financial institutions know the impact caller authentication can have on their customers, which is why customer enrollment for today’s authentication tools is more important

Banking 68

Banking Call Center Contact Center Engineering 68

bold360 Blog

MAY 6, 2019

Subscribe via iTunes , Spotify and more. What can conducting a symphony orchestra teach you about AI? Plenty, according to Lukáš Kova?ík , symphony orchestra conductor and CEO & Founder of the AI consulting firm Bohemian AI. Going Beyond the AI Hype. AI hype is everywhere. For Kova?ík, the problem is baked into the name itself. “ The word intelligence in AI is unfortunate because it makes you expect something human.

Education 70

Education Feedback Consulting Consulting 70

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

Aspect

MAY 6, 2019

Ganhando o trono de ferro da experiência do cliente. Convoque seu exército, o inverno chegou. A última temporada de Game of Thrones começou e tem sido considerada a estreia de televisão mais esperada de todos os tempos. Grandes batalhas estão sendo travadas, sangue será derramado e teremos que nos despedir de alguns de nossos mais amados personagens antes que o Trono de Ferro seja conquistado e o Rei da Noite seja derrotado.

Contact center software 66

Contact center software Contact Center Technology Customer Experience 66

Call Design

MAY 6, 2019

Even your best-performing agents will have off days. It’s natural – from time to time everyone wakes up not quite in the mood for a day at work. However, as a manager, the onus is on you to minimize how this impacts task completion by motivating your staff. While incentivizing is often done through monetary means – promotions, bonuses – the truth is that this isn’t always possible.

Gamification 60

Gamification Education Management Personalization 60

OrecX

MAY 6, 2019

The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Outsourcers take on the responsibility of handling another business’s sales, or customer service, and often times even the client’s compliance responsibilities and liabilities. In many cases, these service organizations are taking over a role their clients cannot manage on their own or don’t want to handle any longer.

Business Process Outsourcing 61

Business Process Outsourcing outsourcing CRM APIs 61

Call Design

MAY 6, 2019

What are your business’s key resources? We’re willing to bet that your most precious one is in-house knowledge. It’s simple really, all your employees need to be experts in their fields, be that engineering, sales or accounting, plus they need to know everything about your business and its products or services. The success of your company literally depends on keeping this knowledge in-house.

Engineering 60

Engineering Technology Accountability Sales 60

Advertisement

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

NICE inContact

MAY 6, 2019

Based in Bloomington, Indiana, Gant Travel specializes in corporate travel services for mid-size businesses. Its 81 agents handle a variety of travel reservations 24/7 — approximately 600 every month. While the company works hard to ensure that its clients’ trips are comfortable, cost-effective, and error-free, the customer experience it was providing needed to make significant progress to meet the same standards.

contact center solutions 58

contact center solutions Interactive Voice Response Wait times Service level 58

Call Design

MAY 6, 2019

Even your best-performing agents will have off days. It’s natural – from time to time everyone wakes up not quite in the mood for a day at work. However, as a manager, the onus is on you to minimize how this impacts task completion by motivating your staff. While incentivizing is often done through monetary means – promotions, bonuses – the truth is that this isn’t always possible.

Gamification 60

Gamification Education Management Personalization 60

plumvoice

MAY 6, 2019

Processing payments over the phone is a fast, efficient way for companies to handle the collections process. The Trouble with Voice However… If we’re being honest, companies don’t want to spend a ton of money on their voice channel these days. Of course, that doesn’t mean that companies don’t need or want a voice channel–it’s. Read More. The post Discover How to Complete More Payments with Pre-Built IVR Payment Apps appeared first on Plum Voice.

Interactive Voice Response 57

Interactive Voice Response 57

Call Design

MAY 6, 2019

What are your business’s key resources? We’re willing to bet that your most precious one is in-house knowledge. It’s simple really, all your employees need to be experts in their fields, be that engineering, sales or accounting, plus they need to know everything about your business and its products or services. The success of your company literally depends on keeping this knowledge in-house.

Engineering 60

Engineering Technology Accountability Sales 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

pindrop

MAY 6, 2019

Sorry folks, authentication solutions won’t keep all the bad guys out. Authentication solutions allow the good guys to be identified – but that doesn’t mean everyone else is a bad guy. . A lot of enterprises deploy a call center authentication solution designed to ‘whitelist’ the good guys, and ‘blacklist’ all the bad actors who attempt to circumvent security procedures.

Call Center 56

Call Center Enterprise Contact Center Accountability 56

Waterfield Technologies

MAY 6, 2019

When people hear the term “consultant” in a meeting, some laugh. Some cringe. Some might even roll their eyes. I freely admit I used to be one of those people. […]. The post Consulting is dead. appeared first on Waterfield Technologies.

Consulting 56

Consulting Consulting Technology Customer Experience 56

TRUSTID

MAY 6, 2019

What hoops do your callers have to jump through before getting their problems resolved? If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . Financial institutions know the impact caller authentication can have on their customers, which is why customer enrollment for today’s authentication tools is more important

Banking 50

Banking Call Center Contact Center Engineering 50

Revation Systems

MAY 6, 2019

In honor of National Nurses Week, we want to pause the telehealth conversation to focus on a key relationship and deployment partner who isn’t always spotlighted in the industry’s digitization: the frontline nurse who delivers care and improves the patient experience every day. In this vital role, the nurse is key to providing care in a tech age — where telehealth and nursing must work in tandem to achieve the best care outcomes.

Healthcare 48

Healthcare Telecommunications Education Chatbots 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

VocalCom

MAY 6, 2019

No matter how great your service, there will be times when customers will want to call your brand. They may have a complex issue that is too difficult to resolve on another channel, or perhaps they are most comfortable speaking to a real person. Voice remains a viable method of customer contact: Microsoft reports that 74% of Americans have specifically used a landline to call customer service, while mobile users tend to call as well as send messages to companies.

Scripts 48

Scripts Contact center software Journey mapping Average Handle Time 48

Concentrix

MAY 6, 2019

Learn about software tools that enable CX culture change at the frontline. The post ConcentrixCX Performance Suite appeared first on Concentrix.

48

48

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 and Part 2 first! Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 44

Self service Virtual Agent Best practices Contact Center 44

LiveVox

MAY 6, 2019

Reaching out to customers has never been more difficult for contact centers, specifically for the ones with teleservices/telesales operations. As the market gets highly competitive, every company is targeting the same customers to maximize their revenue opportunities through up-sells, renewals, and new sales. Moreover, regulatory compliance continues to get stringent, making even more challenging to.

Contact Center 40

Contact Center Sales Marketing Multichannel 40

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

SmartAction

MAY 6, 2019

This is the third of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 and Part 2 first! Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. That shift is being driven by advances in conversational AI, which uses advanced speech recognition and natural language processing to automate more calls, chats, and texts than ever before.

Self service 40

Self service Virtual Agent Best practices Contact Center 40

CSM Magazine

MAY 6, 2019

As a successful business, you probably put a lot of effort into improving your customer service. And the world is taking note. In fact, 81 percent of Americans report that they are either satisfied with customer service or the service exceeds their expectations. And 67 percent of people worldwide believe that customer service is improving as a whole.

Multi-channel support 40

Multi-channel support Customer Service outsourcing Call Logging 40

Quiq

MAY 6, 2019

The Credit Union Times recently featured Quiq in their article “Ensuring Members Get the (Text) Message” crystallizing the need for text messaging adoption among credit unions. Across a variety of departments and use cases, credit unions are successfully engaging members for lending, collections/delinquencies, and marketing purposes. Providing members with an easier, more convenient way to comply with requests from their credit unions has led to higher response rates.

Marketing 40

Marketing Customer Support Contact Center Customer Service 40