Myra Golden Media

DECEMBER 17, 2018

Everybody thinks to train employees on the company’s applications and products and to give them basic phone skills. But very few people in customer service actually get the training they need to get an angry customer to back down, politely control conversations with ramblers and skillfully handle the customer who demands to speak with a supervisor. I want to talk to you about why your employees can’t seem to de-escalate intense interactions.

Coaching 274

Coaching Management Customer Service Call Center 274

Call Center Pros

DECEMBER 17, 2018

That’s the million-dollar question! The time of Christmas or the Holiday Season is significant for every business on earth, as the period sees significant growth in sales for all markets and sectors. Accordingly, this season for any support professional is one of the most stressful times of the year. Because of this surge in sales, companies always stay on their heels to deliver the best experience to all their customers despite the huge rush.

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40

Outsource Consultants

DECEMBER 17, 2018

Trust is an important part of every relationship. Without trust, you have no foundation for long-term stability. This extends beyond personal relationships and into the brand/customer relationship. An article by Philip Piletic discusses how companies can earn their customers’ trust. Some trust-building factors include word of mouth (positive reviews online and testimonials from trusted acquaintances), natural marketing that strikes a chord with people on an emotional level, transparency about co

Contact Center 59

Contact Center outsourcing First call resolution call center solutions 59

Beyond Philosophy

DECEMBER 17, 2018

Water and train companies in the U.K. have come under fire recently over their lousy customer service. What do these two seemingly-unrelated industries have in common? Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. is provided by regional companies that each hold a monopoly on their own territory.

Government 309

Government Customer centricity Customer Experience Customer Service 309

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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.

Myra Golden Media

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. It’s time to figure out how to fix that! For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t

Customer Service 256

Customer Service Personalization Management Call Center 256

C3Centricity

DECEMBER 17, 2018

This shorter than usual post was inspired by a great question on Quora about how to get new clients. Although my original answer was for a web design company, most of my ideas are relevant whatever industry or profession you are in. I therefore wanted to share my answers to the question in the hope of being of help to businesses large or small. First let me say that if you’re struggling to grow, then you’re not alone!

Advertising 72

Advertising Customer centricity Personalization 72

Cyara

DECEMBER 17, 2018

To kick off the holiday season, Cyara is spreading some CX cheer, along with warm season’s greetings. And in the spirit of sharing, we’ve rounded up insights and perspective from both brands and customer experience (CX) experts. As we pulled together this roundup, we realized that, while the holidays come but once a year, delivering great CX is a year-round endeavor!

Customer Experience 64

Customer Experience Contact Center Call Center 64

Customer Service Life

DECEMBER 17, 2018

This article was originally published on the FCR blog on November 21, 2018 for Thanksgiving. Click here to read the original post. If you’re having trouble finding something to be thankful for, try emailing a thousand or so of your friends and colleagues and ask them to share what they’re thankful for. That’s what I did recently here at FCR for the fourth year in a row and I sure enjoyed reading the 187 responses.

Customer Service 60

Customer Service Entertainment Accountability Personalization 60

Answer Dash

DECEMBER 17, 2018

(This article is originally published on CMO.com , an Adobe subsidiary company). Artificial intelligence is reinventing the retail industry as we know it. From personalized customer experiences across digital touch points to improved product management, this powerful area of computing is helping retailers up their relevance, efficiency, and, ultimately, their bottom line.

Chatbots 67

Chatbots Engineering Personalization Marketing 67

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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

Aspect

DECEMBER 17, 2018

Chatbots have become a key element of customer services oper ations, and with more organisations looking at how they can deploy AI and automation within their contact centres, it’s a trend that is only set to continue growing. Earlier this year we polled a range of contact centre managers on the technology trends that they believe are currently disrupting customer journeys.

Chatbots 57

Chatbots Customer Experience Self service Technology 57

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. In 2018, that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte , which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead to higher call volume in the contact center.

Contact Center 54

Contact Center Morale outsourcing Gamification 54

CallSource Insights

DECEMBER 17, 2018

An online review presence is still necessary for hearing offices to earn new patients. When someone mentions hearing aids, people usually think of a product whose consumer-base makes up mostly that of older generations. This isn’t entirely untrue – according to Better Hearing Institute, the average age of first-time hearing aid wearers is close to 70 years of age.

Healthcare 56

Healthcare Surveys Management 56

Hello Customer

DECEMBER 17, 2018

These days it's impossible to wrap your head around the massive amount of information coming your way when you browse the internet. Lucky for you we do a lot of research at Hello Customer, and it would be a shame not to share it. That's why o ur content team is here to make your life a bit easier. We'll help you navigate through the sea of articles, blogs and videos that are out there by selecting the most interesting content.

Employee engagement 56

Employee engagement Metrics 56

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

ChurnZero

DECEMBER 17, 2018

ChurnZero the real-time Customer Success platform announced that it has joined HubSpot as a Connect Beta Integrator. Today, ChurnZero announced that it has joined HubSpot as a Connect Beta Integrator. HubSpot, a leading growth platform, works with Connect integrators to help grow their business through listing and marketing and distribution resources to increase shared customers.

CRM 53

CRM Accountability Marketing Personalization 53

GetFeedback

DECEMBER 17, 2018

Three ingredients to create the perfect customer survey and improve customer service and overall experience.

Surveys 60

Surveys Customer Service 60

Revation Systems

DECEMBER 17, 2018

According to a recent report from the USDA , rural residents have been less likely to partake in telehealth activities, including health research, maintenance and monitoring than their urban counterparts. As the conversations surrounding telehealth continue to evolve, it’s important for hospitals and vendors to regularly check the pulse of adoption, advancement and remaining barriers to care.

Healthcare 48

Healthcare Technology Personalization 48

VocalCom

DECEMBER 17, 2018

While some may think that AI is gradually replacing the human element of customer experience, new innovations in AI are actually bringing humans closer together. With Vocalcom’s AI-powered predictive behavioral routing, customers are matched with agents based on common personality traits to create rich and personalized conversations with a powerful human connection.

contact center solutions 48

contact center solutions Contact Center Personalization Contact center software 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

NICE inContact

DECEMBER 17, 2018

At the risk of stating the obvious, customer experience (CX) can make or break your contact center operation. CX is the yardstick by which every customer judges their relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high quality experiences can transform lukewarm customers into full-blown brand advocates.

Multichannel 48

Multichannel Contact Center contact center solutions Cloud contact 48

RapportBoost

DECEMBER 17, 2018

We were fortunate to witness this great conversation with Heidi Rote from our valued client, Jenny Craig , and a 2018 ICMI Mover & Shaker on leveraging chat in today customer-centric communications world. Read the transcript below! . Interviewer (Erika Moore): Hi everyone, this is Erika Moore, I am the concept manager here at ICMI, I am so excited to be back again for another First Friday Fireside Chat.

Sales 49

Sales Contact Center Interactive Voice Response Customer centricity 49

Provide Support

DECEMBER 17, 2018

Live chat has become integral part of modern e-commerce websites. No matter whether you are a large retailer or run a small business, live chat feature added to your website will help you not only interact with your customers in real time but also engage prospects while they are browsing your store. In this blog post you will find useful recommendations for choosing the right chat window for your website. (.).

Customer Service 49

Customer Service 49

Hodusoft

DECEMBER 17, 2018

Call centers must be upping their game on an ongoing basis just to keep up with trends and satisfy ever rising customer expectations. Technology helps and since call centers are essentially powered by software, it follows that using the latest instead of sticking to legacy Call Center software solutions will help them achieve their goals. 2019 could see trends that will become more widely adapted as a way to deliver customer satisfaction and achieve more.

call center software 45

call center software Call Center call center solutions Analytics 45

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

Cincom

DECEMBER 17, 2018

Sales cycles can drag on forever. Getting to YES is great, but sometimes even getting to NO can be preferable … Continue reading "Six Ways to Reduce Time-to-Quote and Increase Sales Cycle Velocity". The post Six Ways to Reduce Time-to-Quote and Increase Sales Cycle Velocity appeared first on Cincom Blog.

Sales 45

Sales Management 45

Talkdesk

DECEMBER 17, 2018

All Abuzz About Artificial Intelligence (AI). In the relatively mundane contact center industry, nothing captures the imagination more than artificial intelligence. Everyone is talking about it. Analysts are inundated with inquiries from service and CX leaders who’ve been commanded by their executives to “go get some AI”, without fully grasping what it is and how it will help their organizations.

Contact Center 41

Contact Center Metrics Customer Experience Call Center 41

pindrop

DECEMBER 17, 2018

With the stresses of Black Friday and Cyber Monday shopping behind us, the holiday shopping season of 2018 has almost come to a close. However, despite all of the holiday cheer, something more sinister may be lurking on the horizon – a 14% increase in fraud attempts. This year, holiday shoppers were expected to spend a record $7.8 billion on the deals offered during Cyber Monday, simultaneously aligned with the peak of fraud attempts – as fraudsters are on the edge of their seat, wai

Call Center 40

Call Center Surveys 40

Insite Managed Solutions

DECEMBER 17, 2018

Getting the Most Out of NPS Do you know how loyal your customers are? If you don’t take measures like Net Promoter Score to track your customer experience, you are missing out on simple, actionable data which gives insight into future revenue growth. Companies that exclude this type of structured follow-up process grow at a slower pace than companies closing the loop.

Airlines 40

Airlines Customer Experience 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

Etech GS

DECEMBER 17, 2018

Have you heard the phrase, “People don’t leave their company they leave their manager”? This is not a new concept, and it is still worth our investment of time and energy. We as leaders are the driving force behind why someone will continue to work for our company and us. Leaders are the individuals that can drive retention within teams and can be the catalyst for other initiatives that inspire great employees to stick around.

Morale 40

Morale Feedback Employee engagement Metrics 40

Insite Managed Solutions

DECEMBER 17, 2018

Wrapping Processes Around Technologies While Technology is supposed to make our lives easier and drive outcomes, it oftentimes does not yield the promised returns. When this occurs, businesses depend on reliable SMEs who can integrate technology in the operating environment. The business world is fixated on the latest technologies. Think about it, a conference is not a “conference” without showcasing the latest and greatest software.

Technology 40

Technology Chatbots CRM Analytics 40

CallSource Insights

DECEMBER 17, 2018

“CallSource ® Reflections” is a blog series by CallSource’s ® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource ® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource ® invented call tracking.

Construction 40

Construction Feedback Surveys Management 40