Wed.Jan 09, 2019

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Handling Irate Customers in the Financial Services Industry

Contact Center Pipeline

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar? My clients in the financial services industry are faced with these […].

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Live Chatting: The Future of Customer Service

ChaseData

Call center customer service is changing. As the way we communicate evolves with our ever-changing culture, the way we do business must adapt along with it. Nowhere is this truer than in the call center setting, where communication isn’t just important – it’s the backbone of the entire operation. One of the critical elements of this evolution in call center communication is the use of live chatting.

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Contact Centers? Say Hello to 2019

Fonolo

2018 was a big year for the contact center industry. Major product launches, intriguing acquisitions, new entrants, re-emerging giants. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. All juicy topics worth exploring. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister

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No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to.

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The 2023 Verint Experience Index: Retail

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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How Many Phone Lines Do I Need for My Business?

Nextiva

If you’re running a business, chances are you have some sort of phone system in place. At some point you may start considering an upgrade to your phones or perhaps shopping for a new system altogether. As part of this process, you’ll probably be asking yourself, “How many phone lines do I need for my […]. The post How Many Phone Lines Do I Need for My Business?

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Reviewing 2018 – our top 10 blog posts from the year

Eptica

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

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Zendesk vs Intercom: the ultimate comparison

HelpCrunch

While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. I mean, [ … ]. The post Zendesk vs Intercom: the ultimate comparison appeared first on HelpCrunch blog.

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When Customer Success Becomes a Silo

Amity

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It’s where you start to see the positive impact CS can have on the entire organization and how CS is truly a cross-functional business discipline.

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Outbound Call Centers: From Robocalls to Gamification

Noble Systems

Outbound call centers get a bad rap as people often think of robocalls from companies you may have never heard of, let alone have a relationship with. These views are all too common, which is why it is important to break down just how beneficial outbound call centers can be when businesses are using the right technology. Chris Hodges, SVP of Sales and Marketing at Noble Systems, recently had the opportunity to dive into the method behind the madness with No Jitter’s Gary Audin where they dis

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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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How Hiring a Call Center Supports Your Business Goals in 2019

TeleDirect

Did you meet all of your business goals in 2018? Like many companies and enterprises, you probably had a few pleasant surprises – and a few disappointments. Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. And one of those things doesn’t involve your own internal processes; an outsourced call center solution just might be the best decision you’ll make to reach your business goals in the new year!

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Is Your Focus on You Or Your Customers?

CSM Magazine

We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have them delivered on time, and at least meet a minimum quality standard.

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8 Ways A Better Agent Experience Makes a Better Customer Experience

SharpenCX

You walk into your favorite breakfast spot on Friday morning and slide into your go-to booth. It’s your weekly tradition to kick off your last day of the week with some fuel for your day, served with a side of. Read More. The post 8 Ways A Better Agent Experience Makes a Better Customer Experience appeared first on Sharpen Contact Center Software.

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Consumer Experiences in The Digital World

Call Experts

The 21st century is all about digital! Most people spend more time online than not. Websites are helping develop connections without the barriers of distance and proximity. As the population on the internet increases, businesses are also increasing efforts to capture audience attention online. Brands are eager to develop healthy connections with buyers utilizing the latest digital tools.

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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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Voiance: Language Solutions for IT Customer Support

Voiance

IT providers tend to field a lot of customer support calls; IT seems complicated to outsiders, and that leads to questions. And in 2019, it’s likely that many of those questions won’t be in English.

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15 Essential Call Center Metrics Your Business Must Measure

Ameyo

Collecting, analyzing and reporting information regarding the performance of the business is significant for organizational growth. Taking decisions that are critical to the business needs a closer look into each segment. In the customer service industry, businesses must track and improve the essential call center metrics to understand where the business is heading to and […].

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Is Optimism Dead?

C Space

Is Optimism Dead? As we approach 2020, the future feels less certain than ever for customers. So that’s why we’ve launched Life as a Customer, a window into the worlds of 700 customers, powered by C Space. We share our first findings in this article… Tweet. Bill Alberti. Chief Client Officer at C Space. Bill Alberti is C Space’s Chief Client Officer.

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Enterprise Connect 2019 - $500 Extra Savings on Early Bird Rate Until Jan. 11

Jon Arnold

I don’t write time-sensitive posts often, but if you’re thinking about going to Enterprise Connect in March, this post is for you. The early bird pricing ends this Friday - Jan. 11, and it’s a hefty discount. As a speaker, I can extend an add-on discount of another $500 savings , so combined, that’s a really nice incentive. If that does the trick to get you registered this week, here’s the link to use , and you’ll be all set.

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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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Everything You Need To Know About An Outbound Call Center

Ameyo

Outbound calls effort may take long to reflect in your business if you are not well equipped with the right tools to leverage your outbound calling strategy. Solve your customer’s problems and convert your prospects into leads with a powerful Outbound Call Center Software. Make each call count with the following technologies and embed them […].

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Common Chatbot Mistakes and How to Overcome Them: Part 2

Bright Pattern

Chatbots were one of the biggest trends of 2018 as customer service leaders jumped to join the latest craze and deploy chabots across popular channels like web chat and Facebook Messenger. Ironically, Gartner predicts that 40% of those deployed in 2018 will be decommissioned ( How to Win with AI and Chatbot in Your Customer Service Operation. ).

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Contact Center 2019: Scalability in Today’s Modern Contact Center

Talkdesk

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. Every day is a challenge and seems like you are dealing with fires all day, every day! When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out.

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2019 product roadmap

Spearline

Happy new year! We have a number of key developments happening in 2019 that we’re excited to share with you: Spearline Management Reports. UI Redesign. 'Patrick' AI connection. 'Patrick' AI audio. Manual Testing App. SMS Testing. Read below to find out more. Stay informed. Management reports. We’re pleased to announce that from Q1 2019, we will be issuing our customers with monthly management reports.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Here’s What’s New from December 2018 | Kommunicate Product Updates

kommunicate

We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post Here’s What’s New from December 2018 | Kommunicate Product Updates appeared first on Kommunicate Blog.

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Making the Most with CRM Data in Each Department of Your Company

Calltools

Sales, sales, sales. It’s all about sales with many companies. They have a one-track mind and their customer relationship management software reflects it. When you’re that focused on the bottom line, you actually end up missing out on income-generating opportunities. Here are four ways that you can use your CRM outside of the initial sale and generate more calls to your organization. 1) Referencing Customer Interactions for Timely Follow Ups The sales department can look at the CRM t

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A little less 2019 prediction, a little more customer service action

Rant And Rave

Ah, January: the month of resolutions, crowded gyms, and empty pubs… Plus the inevitable wave of ‘2019 prediction’ blogs, covering everything from politics to design trends. Now, we’re no psychics – but we are a bunch who know a thing or two about customer experience. So, instead of simply shouting about ‘2019 predictions’ in CX, we also decided to call out three definitive actions to take this year to elevate your customer service to the next level.

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Technology Failures That Are Hindering Remote Working

CSM Magazine

A new report lifts the lid on the top issues causing blocks to successful remote working – at a cost estimated to represent as much as $20,000 (£15,800) per worker for some firms. The report, ‘ Implementing business – critical mobility solutions ,’ said more than 50 per cent of the workforce is now mobile. However, even one dropped connection or poorly performing application per shift can translate into almost $20,000 in annual support and productivity loss costs per mobile worker, a

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Why making customer experience a priority is a good idea

Quadient

Recent studies show that Customer Experience (CX) leaders generate 5.7 times more revenue than companies that do not make customer experience a priority. It’s no surprise then, that the way customers perceive their interactions with brands has become a primary focus for businesses. Quadient makes sure customers are enabled to deliver an excellent experience that will help them outperform the competition.

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What’s Cooking at Kommunicate? – Release Notes, December 2018

kommunicate

We hope you had a great time celebrating the festive season and the new year. Meanwhile, here at Kommunicate, we cooked some interesting features up, fixed a few bugs and improved the overall performance. Here’s to the new year and making customer support smarter and better. ?? For previous versions of Release Notes, head here. Web [.]. The post What’s Cooking at Kommunicate?

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Communications & Technology: the 4 CX trends for 2019

Quadient

We are living in a rapidly evolving world, where all customers are exceedingly connected, and technology is highly digital. Customers are educated, bombarded with communications and spoilt for choice. Differentiation via price and features is no longer sufficient; customers today place significance on excellent experiences as the most desired option when making purchasing choices.