ChaseData

NOVEMBER 11, 2019

When you’re launching a call center, you want the best possible team to serve customers and make contact with clients. Regardless of what type of work your facility does, your staff is a vital part of making it happen. When you’re looking for top-notch hires in your location, military veterans may be exactly who and what you’re looking for! There are so many reasons to consider hiring veterans when launching a call center.

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Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Why is FCR considered so essential?

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Interaction Metrics

NOVEMBER 11, 2019

The prevalence of Survey Monkey and other DIY survey platforms have made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Surveys 48

Surveys Feedback B2B Enterprise 48

ShepHyken

NOVEMBER 11, 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. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. (ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use.

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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.

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. Let’s briefly discuss each one of my top 8 until we get to “memory”. I know you’ll agree with me that it should be near the top of your list. Training. Training for the needed service skills is an essential foundational aspect of great service in any industry.

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Best practices Management Customer Service 231

TechSee

NOVEMBER 11, 2019

Smart Home technology is expected to become a $151.4 billion market by 2024. However, it still has a long way to go before it reaches its full potential. Many consumers face significant technical challenges as they set about smartening up their homes. While in theory, smart devices should be easy to set up – most are wireless and can be remotely connected – in reality, non-technical customers are often insufficiently skilled to set up these products on their own.

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Customer Contact Central Submitted Articles

NOVEMBER 11, 2019

As a business, chances are that you have a cross-platform presence, can be accessed across a plethora of gadgets, and your customer base is geographically dispersed. Your infrastructural reality is probably challenging too. Your headquarters, business operations, and marketing teams may be in different cities, across one or more countries or continents.

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Customer Service Management Marketing 100

GetFeedback

NOVEMBER 11, 2019

In diesem Ratgeber erfahren Sie, wie Sie den Customer Satisfaction Score, die Kennzahl zur Messung der Kundenzufriedenheit, steigern und damit gleichzeitig die Kundentreue erhöhen und den ROI nachweisen.

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Customer Contact Central Submitted Articles

NOVEMBER 11, 2019

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Customer Experience 140

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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

NOVEMBER 11, 2019

Grâce à ce guide, vous allez découvrir comment évaluer le score de satisfaction client, booster la fidélité de votre clientèle et démontrer le retour sur investissement.

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DMG Consulting

NOVEMBER 11, 2019

Question: Is voice biometrics used only for live-agent interactions or does it work with intelligent virtual agents too? Answer: Voice biometrics can provide authentication for interactions that take place with humans as well as with intelligent virtual agents (IVAs). Voice biometrics and IVAs are complementary solutions that deliver enhanced and additional benefits when used in conjunction with each other.

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Virtual Agent Self service Enterprise Technology 59

Taylor Reach Group

NOVEMBER 11, 2019

Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm. The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.

Consulting 58

Consulting Consulting Contact Center Best practices 58

NICE inContact

NOVEMBER 11, 2019

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center ! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center. But this generational diversity is also a challenge for contact center leaders as they seek the right performance management strategies to keep agents of all a

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Management Contact Center Technical Support Engineering 54

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

Customer Contact Central Submitted Articles

NOVEMBER 11, 2019

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Customer Care 100

GetFeedback

NOVEMBER 11, 2019

This guide will teach you how to use the Customer Satisfaction Score metric, boost loyalty, and prove the ROI.

Metrics 60

Metrics 60

Interaction Metrics

NOVEMBER 11, 2019

The prevalence of Survey Monkey and other DIY survey platforms has made it cheap and easy to implement customer satisfaction surveys. And while these platforms might be right for you, before you jump in, hit pause and think your DIY strategy through. With a DIY Customer Survey, some of the areas you’ll need to address are data accuracy, objectivity, customer engagement, and overall ease of use.

Surveys 48

Surveys Feedback B2B Enterprise 48

NICE inContact

NOVEMBER 11, 2019

What do you get when you put a Baby Boomer, a Gen-Xer, a Millennial, and a Generation Z-er in a room together? A contact center! The generational diversity in today’s contact center is incredible. Varying levels of expertise, coupled with different perspectives on organizational and customer problems, is invaluable to the contact center.

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Management 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

Mindtouch

NOVEMBER 11, 2019

Happy customers, happy MindTouch. That’s why we’re so honored to be named the KMWorld 2019 Readers’ Choice Award winner for “Best Customer Experience and Support,” having edged out Salesforce and Nuance Communications. The winning companies and solutions within each category are selected by the people who actually use them, which is what makes this such welcome news.

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NICE inContact

NOVEMBER 11, 2019

Today’s customers expect omnichannel customer service. But what really does that mean? How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

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Multichannel Benchmark Customer Service Customer Experience 48

Robert Davis

NOVEMBER 11, 2019

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Whether you take 500 or 5,000 calls per day in your contact center, each and every interaction should be considered an opportunity to sell. Of course, prospects calling into your sales queue are sales calls. But are you maximizing sales results on every call by attempting to sell additional products and services across the board?

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Sales Call flow Coaching Contact Center 48

Andrew Mcfarland

NOVEMBER 11, 2019

Every company likes to believe that they have a unique culture. Indeed, someone once described culture as “the way we do things around here when no one is looking!” So, whether a company invests a little time on culture or.

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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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Nuance

NOVEMBER 11, 2019

This article was first published on November 1, 2019, by Health Data Management. Reposted with permission. Throughout this series, I wrote how critical access and rural hospitals face the same day-to-day struggles that larger healthcare organizations do. The difference is that the challenges are amplified in critical access settings because of limited resources.

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Quiq

NOVEMBER 11, 2019

Share This Story. The Association of Professional Flight Attendants (APFA) is the largest independent flight attendant union in the US. The organization, based in Texas, serves over 27,000 members who work for American Airlines and reside all over the world. The nature of their profession requires members to spend a good portion of their time in transit.

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Airlines Contact Center Feedback Customer Support 40

Nuance

NOVEMBER 11, 2019

Biometric solutions can provide significant benefits to FIs (financial institutions), including operational efficiency gains and related budget reductions, CX improvements, and fraud loss reductions. Many FIs routinely use knowledge-based authentication (KBA) questions to help authenticate their returning customers, but many legitimate customers cannot answer the questions correctly, while fraudsters can usually answer them correctly due […] The post Biometric security: A triple crown for

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Call Center Customer Experience 49

Quiq

NOVEMBER 11, 2019

Share This Story. The Association of Professional Flight Attendants (APFA) is the largest independent flight attendant union in the US. The organization, based in Texas, serves over 27,000 members who work for American Airlines and reside all over the world. The nature of their profession requires members to spend a good portion of their time in transit.

Airlines 40

Airlines Contact Center Feedback Customer Support 40

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

Nuance

NOVEMBER 11, 2019

Biometric solutions can provide significant benefits to FIs (financial institutions), including operational efficiency gains and related budget reductions, CX improvements, and fraud loss reductions. Many FIs routinely use knowledge-based authentication (KBA) questions to help authenticate their returning customers, but many legitimate customers cannot answer the questions correctly, while fraudsters can usually answer them correctly due […] The post Biometric security: A triple crown for

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Enterprise Call Center 40

Genroe

NOVEMBER 11, 2019

The number and range of customer feedback surveys being undertaken by organisations wanting to understand how their customer’s feel about the organisation and its product is substantial. However, customer satisfaction surveys have a little bit of quantum mechanics in them! Such surveys exhibit the Heisenberg uncertainty principle in that surveying a customer can, in […].

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Surveys Feedback 40

Plantronics

NOVEMBER 11, 2019

“I just want to speak to someone.” It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve [ ] The post Poly Helps Empower Contact Center Workers appeared first on Poly Blog.

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