ShepHyken

MAY 1, 2018

How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?. Top Takeaways: A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about th

Chatbots 237

Chatbots Customer Support Surveys Personalization 237

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. The utilities industry is shifting from a highly traditional, regulation-driven environment to a technology-driven, sophisticated marketplace. Utilities, such as energy, gas, water, and waste management, already rely on smart devices for optimization of infrastructure and the supply-demand balance.

Analytics 132

Analytics Call Center Chatbots Customer Support 132

Customers That Stick

MAY 1, 2018

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Customer Service 94

Customer Service 94

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer centricity 70

Customer centricity Big data Business Process Outsourcing outsourcing 70

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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.

Kristina Evey

MAY 1, 2018

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

Customer Experience 73

Customer Experience Morale Sales Marketing 73

Fonolo

MAY 1, 2018

Tradeshow season is upon us! What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. Produced by ICMI, a trusted advisor in the industry, the Contact Center Expo & Conference educates and motivates professionals looking to further their knowledge in an industry undergoing constant change.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Mindtouch

MAY 1, 2018

There seems to be a misconception floating around that the customer journey starts when a customer makes a purchase. Agree? Disagree? Because there’s a strong argument that the customer journey begins long before a purchase is made. Where and when, exactly? Colin Shaw , CEO of Beyond Philosophy, sums it up well: The best way to think about customer experiences is to think of them as a series of moments that begin well before the customer has made a hotel or flight reservation, and long before yo

Journey mapping 63

Journey mapping Self service Customer Experience Sales 63

SharpenCX

MAY 1, 2018

Growing up, few of us dreamed of being contact center agents. Today, few of us enjoy reaching out to those agents. [.]. Read More. The post Human Beings, Not Human Resources appeared first on Sharpen Contact Center Software.

Contact center software 52

Contact center software Contact Center 52

Russel Lolacher

MAY 1, 2018

How can a business who has completely, though unintentionally, disappointed their customer, turn it around? It can happen. A bad experience can be permanent mark on a customer’s perception of a brand. It’s not always easy and it’s not always obvious to fix things, but it is possible. And a popular tattoo parlour in Bali pulled it. The post How to Remove a Bad Customer Service Tattoo appeared first on The Upsell.

Customer Service 48

Customer Service Upselling Customer Experience 48

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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

Toister Performance Solutions

MAY 1, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. My client had been working on creating a customer service vision for several months. For the uninitiated, a customer service vision is a shared definition of outstanding customer service that acts as a compass to point all employees in the same direction.

Customer Service 48

Customer Service Advertising Consulting Consulting 48

Vonage

MAY 1, 2018

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. Echoing Salesforce’s focus on workplace diversity and equality, the opening keynote, “We are all Trailblazers,” was led by two of the company’s female executives, Elizabeth Pinkham, executive vice president of global real estate, and Suzanne DiBianca, executive vice president

Real estate 48

Real estate Banking Education Enterprise 48

Taylor Reach Group

MAY 1, 2018

TRG’s Sourcing support ensures a robust, effective and merit based outsource selection process to identify the ‘best’ partner for your organization. Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . TORONTO (PRWEB) May 1,2018. Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative.

Consulting 48

Consulting Consulting outsourcing Contact Center 48

CSM Magazine

MAY 1, 2018

The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number of customers, conducted their own research into the account-switching phenomena and found that the ‘Big 5’, namely Bar

Banking 40

Banking Customer Experience Finance Government 40

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

Quadient

MAY 1, 2018

4 Signs that the CMO is the new Chief Growth Officer. Disruption is the new normal in almost every industry. In a recent survey by KPMG, 74% of CEOs stated that their organizations are actively disrupting the sector in which they operate, and 65% see disruption as an opportunity rather than a threat. .

Surveys 40

Surveys 40

Connect First

MAY 1, 2018

Call center supervisors juggle a multitude of responsibilities including expert service provider, coach, trainer, mentor, motivator and often times manager.

Coaching 40

Coaching Call Center Time management Management 40

FluentStream

MAY 1, 2018

The post Which Words Work for What? appeared first on FluentStream.

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40

Contact Center Geek

MAY 1, 2018

Permalink.

Contact Center 48

Contact Center 48

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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

Verint

MAY 1, 2018

Engage18: On The Inside. On the northeast end of downtown Dallas, people will find themselves immersed in a conglomerate of art and cultural institutions, with roots that date back to 1970. The Dallas Arts District. The Dallas Arts District is considered to be the largest thriving urban arts district in the nation. It is home to coffee cafés, restaurants, visual arts centers and a wide range of performing arts centers, including the AT&T Performing Arts Center and the Dallas Opera.

Education 24

Education Self service Employee engagement Contact Center 24

Myra Golden Media

MAY 1, 2018

I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?

Consulting 149

Consulting Consulting Customer Service Customer Experience 149

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. “From Here to ‘Her’: Evolving Chatbot Interactions to Meet the Relational Needs of Humans”.

Chatbots 22

Chatbots Interactive Voice Response Self service Best practices 22

C3Centricity

MAY 1, 2018

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted. He said: “Never give in, never, never, never, never” You can read his full speech – which is not a lot longer! – here. Hearing this quote got me thinking about failure.

Marketing 48

Marketing Customer centricity Coaching Sales 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

Comm100

MAY 1, 2018

Introduction. In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials of ruining classic industries such as the golf industry , the diamond industry , and even the movie business. And Millennials have blamed Baby Boomers for the current state of the housing market , climate change , and Brexit.

Management 41

Management Education Surveys Government 41