Taylor Reach Group

JANUARY 17, 2020

by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas for immediate focus that will position your workforce for success in 2020 and beyond.

Contact Center 111

Contact Center Employee engagement Consulting Consulting 111

Advantage Communications

JANUARY 17, 2020

The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability. Finding ways to improve your customer service strategy, however, can be difficult. Many organizations don’t have the resources, budget or investment necessary to implement a truly modernized in-house customer service program.

Call Center 64

Call Center Customer Service B2B outsourcing 64

Hodusoft

JANUARY 17, 2020

An effective communication system is of paramount importance to manufacturing industries if they are to deliver exemplary customer experiences in addition to improving internal communication and collaboration. Given that many enterprises follow a decentralized model with head office in one location, manufacturing in one or more locations, customer service in yet another location and sales office in several areas the need for a superior communication system assumes more importance.

call center software 52

call center software Call Center Interactive Voice Response Analytics 52

Beyond Philosophy

JANUARY 17, 2020

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.

Consulting 301

Consulting Consulting Customer Experience Marketing 301

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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.

Aspect

JANUARY 17, 2020

At the beginning of November, I purchased an indoor rowing machine. About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon. For the Holiday Challenge, participants were presented with the goal of rowing 10 0,0 00 meters between Thanksgiving and Christmas Eve.

Gamification 144

Gamification Contact Center Surveys Management 144

Pipkins

JANUARY 17, 2020

All large purchases we make in our lives, be it cars, houses, cameras, phones, or virtually any product in which choices are available, should be compared to one another. The same applies to your workforce management software. Set A Budget. As a reasonable consumer, you wouldn’t make a significant purchase until you found a product that works best for you.

Management 72

Management Customer Service 72

CSM Magazine

JANUARY 17, 2020

The needs of car insurance customers have never been so complicated. They need good coverage at fair prices and easy ways to filing claims with minimal amount of paperwork and back-and-forths. An increasing number of insurers are offering additional services such as roadside assistance to differentiate themselves. The industry, while more incumbent heavy, is also not safe from the rise of startups.

Customer Care 52

Customer Care Accountability Customer Support Customer Service 52

ChaseData

JANUARY 17, 2020

When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism? Here, we’ll examine the most important outbound call center KPIs and help you and your team make sense of how - or if - they apply to your center.

Call Center 52

Call Center Contact Center Management 52

Quadient

JANUARY 17, 2020

In December 2019, Quadient hosted an analyst day to offer a preview of our R14 release and share our ambitions to use our CCM leadership and innovation capacity to enter the CXM market. After the event, Marci Maddox and Alan Webber from IDC wrote a summary that we made available to you on the Quadient website.

Marketing 49

Marketing 49

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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

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pindrop

JANUARY 17, 2020

Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises. As security technology has evolved over the years, fraudsters have followed closely behind – adapting to continue to obtain the information that drives their own bank accounts. .

Enterprise 52

Enterprise contact center solutions call center solutions Banking 52

Customers That Stick

JANUARY 17, 2020

Welcome to our second one-minute series: Answering Your Customer Service Job Questions. If you’re working in customer service or are interested in customer service as a career, this series is for you. As a customer service expert, I wanted to try to answer some the questions that people ask about what working in customer service is like. Should I go into customer service at all?

Customer Service 15

Customer Service 15

ShepHyken

JANUARY 17, 2020

This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. In the summer of 1999, two teenagers changed the music business almost overnight … and forever. The code written by Sean Parker and Shawn Fanning enabled people to download music at no cost.

Real estate 274

Real estate Finance Marketing Customer Experience 274

NICE inContact

JANUARY 17, 2020

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.

call center software 12

call center software Call Center Contact Center Best practices 12

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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ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao, was forcibly deboarded from a flight. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting. Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation.

Best practices 72

Best practices Accountability Upselling SaaS 72

ProProfs Blog

JANUARY 17, 2020

Has this ever happened to you? . That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . There really is no autopilot that you can put into action and then arrive at the end of the journey. Don’t forget that the process generates recurring revenue, which is the lifeblood of any business to survive in the long run.

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SaaS Sales Marketing Upselling 161