Mon.Apr 30, 2018

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Do you know how to turn your contact centre from a cost to profit centre?

Callminer

During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle to identify the right KPIs for their contact centre and the business. They also often fail to measure the ROI against the most important KPIs at each step of their Interaction Analytics Programme.

Analytics 159
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When Proactive Communication Backfires—Badly

SharpenCX

Being a proactive communicator as an agent can drastically improve the customer experience and help de-escalate a lot of customer issues--when used correctly. But theres a fine line.falling victim to the many proactive communication pitfalls could result in only making the situation worse. [.]. Read More. The post When Proactive Communication Backfires—Badly appeared first on Sharpen Contact Center Software.

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5 Top Customer Service Articles For the Week of April 30, 2018

ShepHyken

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. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. (Business2Community) A Customers 2020 report predicts that by 2020, customer experience will overtake both price and product as the key differentiator for brands.

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3 Marketing Surveys for Tuned-In Teams

GetFeedback

Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. But these days, no customer wants to waste 20 minutes filling out a questionnaire. That’s why quick, transactional surveys are gaining popularity. Instead of asking customers for input once a year, innovative brands are beginning to ask questions in the moment, right after customers interact with their brand.

Surveys 83
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why Customer Success Needs to Understand Sales

Amity

When one thinks of a Customer Success Manager, the ‘Happy To Help’ attitude is what usually comes to mind. That is what a CSM is; a multi-tasking, proactive individual who will always be more than willing to help a customer out , drive growth, add value to the company, all the while making the job look like a piece of cake. We look at Sales and Success as two different departments , where they ought to be cross-functional.

Sales 82

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The Reliable Guide to B2B Lead Generation without Cold Calling

Genroe

By Adam Ramshaw I’ve specialised in lead generation for 25 years now. Sometimes as a front line account manager. Sometimes as a business owner. And, you know, I hate cold calling. Love talking to people about their challenges and helping them solve business problems. Hate cold calling. So, I’ve made it my business to effectively […]. The post The Reliable Guide to B2B Lead Generation without Cold Calling appeared first on Genroe.

B2B 85
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How B2B Brands Drive Online Reviews

GetFeedback

This is a guest post by Levi Olmstead, Community Manager for G2 Crowd. B2B transactions are complex, expensive, and require long-term investments. Buyers need plenty of reassurance that you’ve helped others in the past before deciding to do business with you. Online reviews are one of the most powerful tools in your toolbox to convince them. They can be more challenging to get than reviews of products or services designed for consumer use, but with the right strategies, you can get all the

B2B 68
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You Need More Than a Survey Tool to Run a Successful Customer Experience Program

Centriam Customer Experience Lab

You are serious about customer experience (CX). You want to collect feedback. You need to learn more about your customers’ pain points and needs so you can increase their loyalty and retention over time. Great! With a high-level strategy in hand, one of the first technology decisions to make is deciding which customer feedback tool to purchase. The most common practice is to utilize a traditional survey tool since there are many to choose from and they are inexpensive.

Surveys 60
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3 Marketing Surveys for Tuned-In Teams

GetFeedback

Customer feedback is essential if you want to understand your target audience. Here are 3 marketing surveys that help brands connect with their buyers.

Surveys 60
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The Open CCaaS Advantage Report

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.

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How to Create a Better Healthcare Patient Experience

West

By now, you’ve heard that millennials are paying more for experiences and that customer experience will be the driving factor for the majority of businesses in the next few years. But does that hold true for healthcare, too? In recent years, patients often elect to receive healthcare through mobile apps, outpatient treatment and clinics instead of hospitals, according to Modern Healthcare.

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How B2B Brands Drive Online Reviews

GetFeedback

If you're not a consumer brand, generating online reviews can be tough. G2 Crowd's Levi Olmstead shares tips on driving reviews as a B2B brand.

B2B 60
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Join Fonolo at ICMI’s Contact Center Expo & Conference

Fonolo

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.

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Online Training For a Customer-Centric Organization (Infographic)

Customer Experience Matters

In a recent post, I discussed how the CX Institute fills a customer experience transformation gap. We created this infographic to tell the full story. Companies can’s become customer-centric without an approach that touches all employees. I encourage you to check out the CX Institute. The post Online Training For a Customer-Centric Organization (Infographic) appeared first on Customer Experience Matters®.

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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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Five Questions to Ask Before Investing in Quality Management (QM)

Monet Software

Ready to take your quality management efforts to the next level? Great! Obviously this is an investment you only want to make once, so here are five questions that will help you get it right the first time. 1. Will this system record all of our calls? For many years, selective call recording has been deemed sufficient for determining if agents are performing up to expectations, and whether customers are getting the service they need.

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6 Key Advantages of Customer Journey Maps

VocalCom

Understanding your customers’ needs begins with taking their perspective. Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. A comprehensive look at your company’s current practices as well as the feedback of customers and employees can help you shape the experiences your customers wish to have.

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Is Your Contact Center Prepared for General Data Protection Regulation (GDPR)?

Monet Software

In May of 2018, the European Union will officially adopt the General Data Protection Regulation (GDPR), new legislation created to provide consumers with enhanced safeguarding of their personal data. There has been a greater volume of media coverage about the new regulations in Europe, but GDPR also affects American companies; Contact centers deal with personal data and many of them serve global markets, including Europe.

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Pindrop for Amazon Connect | Averting Fraudsters and Improving CX

pindrop

Fraudsters know the call center is not as well-defended as other potential avenues in most enterprises. As network and endpoint security technology has evolved over the years, fraudsters have adapted and evolved to continue to obtain the information they want. For enterprises that hold customer data or assets – protecting the call center is key.

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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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5 More Benefits of Speech Analytics

Monet Software

In several previous blogs we’ve listed some of the ways in which speech analytics could improve customer service at your contact center. We’ll link a couple of those at the end of this piece in case you missed them. But before you take a look, here are some additional benefits of contact center analytics. Isn’t it time you started taking advantage of them?

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Embracing Digitisation to Boost Customer Experience : The Middle East Story

Ameyo

Digitisation is leading the way business is done in today’s hyper-connected world. Economies across the world are taking leaps to ensure they ride the digitisation wave to grab all the growth opportunities. Middle East region, particularly United Arab Emirates (UAE) have not only identified the immense potential of digital transformation but also taken the initiatives in the right direction ahead of others.

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1 Week, 6 Cities, 2 Conferences and 7 Takeaways

Jon Arnold

That's the title of my latest writeup for BCStrategies. If you follow me, you'll know that I'm a BC Expert , and contribute a monthly analysis on the portal, and get on my share of podcasts. This time around, I've summarized my thoughts for two recent events - MoNage and Cisco's Customer Care Analyst Day. It was a hectic week, but very worthwhile, and I hope you find my reflections of value.

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What's New? Latest Release: Live Assist for Dynamics 365

CafeX

Today marks the launch of the latest version of Live Assist for Microsoft Dynamics 365.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Everything You Need To Know About Text Messaging For Ecommerce (+15 Useful SMS Templates)

LiveChat

Did you know that every person in the US receives around 32 text messages per day ? It’s a pretty big deal, isn’t it? We’re using SMS to inform our family members we’ll be late for dinner, share new experiences, jokes or ideas with our friends or postpone meetings due to ever growing traffic. It’s simple, fast and convenient. Now, tell me, how many text messages have you already received or sent today?

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“I Do”—Popping the GDPR Consent Question

Verint

In the two years since the EU adopted the General Data Protection Regulation (GDPR), firms across the globe have been busy preparing to comply with the new regulations that provide data privacy protections to EU residents. The regulations are broad in scope, covering customers and employees, and regulations around data breaches, data requests from individuals, when a firm can legally process data, and more.

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Awakening CX in the Service Center

CX Accelerator

Companies these days are fixated on Customer Experience. If you’re not, I hope you’ve worked up an S.O.S. because you’re going to need one! It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

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12 Impactful Customer Success Quotes

Mindtouch

The MindTouch team has scouted far and wide for the most inspirational quotes in the Customer Success space. With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Check out these twelve bite-sized quotes from top influencers and early adopters in Customer Success: Guy Letts, Co-founder at CustomerSure.

SaaS 48
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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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Using Adobe Target’s A/B Testing to Improve User Experience

iCiDIGITAL

In a previous blog post , we touched on how Target can boost your personalization strategy. One activity type we focused on was A/B testing – which compares two or more versions of your website content to see which version will best improve your conversions. In this blog post, we’re going to go over how one of our enterprise clients implemented Adobe Target for A/B Testing and the benefits achieved from the results.

Metrics 45