Fri.May 31, 2019

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Customer service: The good, the bad and the ugly

inSided

Providing good customer service should be at the heart of your business strategy—not least in B2B companies. In order to deliver impeccable customer service, businesses must learn from previous experiences and understand the ramifications of poor customer service. In this blog post, we’ll take a look at the good, the bad, and the downright ugly cases.

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The Contact Center Guide to Managing Spikes in Call Volume [Industry Report]

Fonolo

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b

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How To Build A Customer Loyalty Program

ProProfs Blog

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Why? Because: Keeping an existing customer costs up to five times less than winning a new one. Increasing customer retention by just 5% boosts your profits by 25-95%. 20% of customers are typically responsible for 80% of a company’s revenue. # How to

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Why Customer Memories are More Important To Your CX

Beyond Philosophy

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.

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The 2023 Verint Experience Index: Retail

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

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Guest Blog: Ways to Improve Your Customer Experience Online

ShepHyken

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome.

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The Contact Center Build vs Buy Decision

Talkdesk

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison. We really don’t come across these programmable platforms because we’re selling to a different audience.

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Why Are We Scared of New Technology?

Beyond Philosophy

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy. This episode of The Intuitive Customer asks the question Why Are We Scared of New Technology?

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8 IVR Strategies that Keep Customers Happy

Ansafone

When customers call your company, how they are greeted and how long it takes to get answers determines how satisfied they feel when the transaction ends. Customers who are able to quickly complete a transaction or resolve a problem hang up knowing that their time and patronage are of value to you. In contrast, a … 8 IVR Strategies that Keep Customers Happy Read More ».

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Churn Monster: Championless

ChurnZero

Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e. customer churn risk ) and how that churn monster might be successfully defeated.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Enter to Win Boston Bruins #16 Signed Jersey

TEN DIGIT Communications

Watching the 2018 – 2019 Stanley Cup? Do you want the Bruins to win? So do we! TEN DIGIT Communications is fortunate to have the former Boston Bruins Captain, Rick “Nifty” Middleton, as a part of our team. If you text “Nifty” to our corporate line, you are entered to win an autographed Boston Bruins jersey, by Nifty himself.

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Concentrix PH Declared Outstanding Employer in 2019 PEZA Investors’ Recognition Night

Concentrix

The post Concentrix PH Declared Outstanding Employer in 2019 PEZA Investors’ Recognition Night appeared first on Concentrix.

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The Build vs Buy Decision

Talkdesk

One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison. We really don’t come across these programmable platforms because we’re selling to a different audience.

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Writing Roundup for May

Jon Arnold

Not qute as busy on the writing front as April, but still lots to talk about. Here are highlights of where my client work and research was taking me in May. What a Restaurant Can Teach You About Collaboration , May 28, No Jitter 5 Considerations when Choosing a UCaaS Provider , May 24, TechTarget 3 Benefits of UCaaS in the Workplace , May 16, TechTarget Talkdesk WFM: the Customer is Always Right , May 15, my blog - and on the Talkdesk blog Why Medium-Sized Businesses are Prime Adopters for Colla

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Quote-to-Cash is Accelerated by CPQ Software

Cincom

What is Quote-to-Cash? A successful quote-to-cash process is all about execution. Failure to execute delays revenue. An effective quote-to-cash process … Continue reading "Quote-to-Cash is Accelerated by CPQ Software". The post Quote-to-Cash is Accelerated by CPQ Software appeared first on Cincom Blog.

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5 Benefits of the New Dash Phone Plans

VirtualPBX

Tired of choosing between business telephone system savings or advanced features? We hear you loud and clear. The all-new Dash Business Phone Plans features the best of both worlds – so you don’t have to settle. While we love cutting thousands of phone bills in half, our primary focus has always been to empower businesses by delivering the most innovative technologies to your office.

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The Cost of a HIPAA Audit

Revation Systems

From connecting with friends and family more easily (no matter the distance) to revolutionizing how businesses interact with customers, digital transformation has significantly altered the ways that we communicate with one another. And though advancements in technology have drastically enhanced efficiencies in procedures and processes for businesses across every industry, they also come with consequences.

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7 must-know types of customer survey questions with tips and examples

delighted

You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Next Stops - Toronto and Niagara Falls

Jon Arnold

No travel in May, but I have four events next month, including two next week. Happily, both are close to home, and since they overlap, I have the luxury of being able to attend both. As you may know, since I make my living largely from the US, I’ve long noted how few industry events there are here in Canada. It can be a full-time job hopping from event to event in the US, but I can count on one hand how many Canadian events there are for me to attend.

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Deepfakes | What You Need To Know

pindrop

Let’s start off with something simple: what is a deepfake? Deepfakes can include anything from audio to video content that appear to look and sound like real footage. However, the difference is – it’s completely fake. The origin of the term deepfake comes from a pair of deep learning, the technology that makes it possible, and fake – because of its counterfeit nature.

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7 must-know types of customer survey questions with tips and examples

delighted

You’ve decided to send surveys to your customers and clients, gain feedback, and use those insights to improve your business. But knowing what you want feedback on is only part of the battle — survey success also depends on choosing the right type of customer survey questions to get you the insights you need. Last week, we talked specifically about how to phrase your questions to avoid biasing the survey results.

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Alexa, Why Aren't People Using You to Shop?

Smooch

Amazon’s Alexa and similar voice-activated assistants have been a big hit, but few consumers use them to shop. Here are some reasons why, and some steps that retailers and technologists are taking to overcome the obstacles to conversational commerce. You’ve seen the stats about voice assistants. Nearly one in five U.S. adults had one in their home last year.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Quote-to-Cash (QTC) is Accelerated by CPQ Software

Cincom

What is Quote-to-Cash or QTC? Successful QTC is all about execution. Failure to execute delays revenue. Effective QTC processes speed … Continue reading "Quote-to-Cash (QTC) is Accelerated by CPQ Software". The post Quote-to-Cash (QTC) is Accelerated by CPQ Software appeared first on Cincom Blog.

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How Organic and Paid Search work together

Salmat

Are your SEO and SEM team working in silos? Even though they work very differently in terms of actions and each of them can be run separately, they are more powerful when working together than individually.

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Is Ditching Phone Customer Support a Smart Decision?

TeamSupport

There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes.

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Dear Interactive TV, Please Stay.

Stratifyd

Estimated reading time: 5 minutes. With humanlike robots, smart appliances, and smart speakers that listen to your every word, innovation moves at lightning speed in the tech world, and it’s a rat race to come up with the next big thing. If you haven’t seen Black Mirror: Bandersnatch yet, bookmark this blog, go home, order takeout, and hunker down for an interesting trip down the rabbit hole.

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How to Stay Competitive in the Evolving State of Martech

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