Fri.Apr 12, 2019

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“Customized voices are a great way to enhance and distinguish a brand”

Nuance

Personalization is one of the key features that distinguishes modern in-car smart assistants, mobility assistants or personal assistants from traditional infotainment systems as well as from one another. Building on white-labeled development platforms like Nuance Dragon Drive, car manufacturers have a chance to develop a personalized experience that is tailored to users’ specific needs and […] The post “Customized voices are a great way to enhance and distinguish a brand” appea

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Guest Blog: There’s a brighter future for contact centre agents

teleopti

The advent of “ customer experience is king ” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes first contact resolution, being easy to do business with, reducing agent attrition and eliminating mundane and repetitive tasks.

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4 Modern Strategies for Managing Customer Expectations

TeamSupport

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…. 1) Do your very best to stay positive – When working with customers that act like you aren’t meeting the

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Why Too Much Choice is a Bad Thing

Beyond Philosophy

People like choices. They just don’t like choosing, at least not when there are too many options. However, if you give people the option of shopping where there are only two options or where there is a wide selection, people will nearly always choose to shop where there are many choices. Then, when they get there, they can’t make a decision and feel frustrated and disappointed about it.

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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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Guest Blog: How to Get the Most from Seasonal Customer Service Employees

ShepHyken

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Macy’s planned to hire 80,000 seasonal workers, while Target promised roughly 120,000 seasonal jobs. Many of these employees were tasked with challenging customer-facing positions.

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Most Challenging Callers

Taylor Reach Group

By Colin Taylor. While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers in the city and many of the surrounding towns.

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Difference Between Call Center and BPO That Makes the Difference

OctopusTech

We often make the mistake of merging the two terms Call Center Outsourcing and Business Process Outsourcing with each other. And we are doing it for so long that we never once thought these two terms might have different meanings. Well, let me tell you, they have. Both of them might appear one and the same (sharing some similarities as well) but in reality, share some major differences.

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Analyzing CX sentiment in 2019

Eptica

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients.

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The team is in Washington this month

Merchants

We are sending our team to Washington, USA where they will be presenting an interactive session of Customer Experience being driven through analytics, this can result in driving big changes in business through some easy to implement tweaks in your processes. The post The team is in Washington this month appeared first on Business Process Outsourcing Services | Merchants.

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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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Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

Avaya

We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking, why can’t they request a refund or check the status of a flight in the same effortless way within your IVR? Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Investments in digital channels like Web, mobile, and social have left many IVRs behind.

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18 Call Center Metrics You Need to Be Tracking Today

Talkdesk

Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software. Customer Experience.

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Customer Experience in a Contact Centre is Everything

Connect

That the customer experience counts is not news to anyone, but it is easy to underestimate just how central to customer retention the experience factor has become.

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Enterprise Connect 2019: Voices from the Exhibit Floor

Serenova

If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando. With more contact center exhibitors, sessions, speakers—and buzz— than ever before, the benefits of the cloud were celebrated, deconstructed and debated.

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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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Guest Post on UC Today - Telephony: Foundational for Today's Voice and Tomorrow's Collaboration

Jon Arnold

I’ve been following UC Today for some time, but haven’t done anything directly with them til now. This is my first guest post with them, and it comes via work I’ve been doing with RingCentral. There were some strong takeaways from their recent analyst event, and for this post, I talked about why and how telephony is so foundational to everything that UC and collaboration entails.

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Key Takeaways You Shouldn’t Miss From Customer First Summit: Freshworks

Ameyo

With the onset of customer first ideology, businesses have started to channelize their energy towards a wow customer experience that becomes a value differentiator for them. Customers seek the experience that adds value to their lives and solves their problem quickly. Customers will remember your brand if they are delivered the services that are promised. … Key Takeaways You Shouldn’t Miss From Customer First Summit: Freshworks Read More » The post Key Takeaways You Shouldn’t Miss Fro

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Why Customer Service Matters Most in the Hospitality Industry

CSM Magazine

Customer service is something that all businesses should strive to excel in. However, it is especially important within the hospitality industry. While some sectors may be able to get away with focusing a little less on delivering good customer service, for those within the hospitality sector it’s paramount to their success. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry.

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Call Center Software for Healthcare Industry – Keeping in Step with Changing Times

Hodusoft

Times have changed and healthcare industries face the pressure of delivering exemplary services to a growing number of patients. Communication is one of the backbones of healthcare services, especially in large multi-department hospitals with a high number of patient footfalls each day. Telemedicine and Virtual Healthcare Contact center solutions for healthcare incorporate features that make telemedicine and virtual healthcare a breeze.

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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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Customer Experience: The new competitive battleground for cryptocurrency exchanges

TELUS International

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Play an Audio File into a Voice Call with PHP

Nexmo

In addition to making text-to-speech calls , the Nexmo voice API allows you to play prerecorded audio files in to a call. This can be used for good (to provide a more human sounding prompt when building an IVR ) and for evil (playing Never Gonna Give You Up ). In this post, we’ll be focusing on the good by building an application that welcomes the caller using the stream action in an NCCO and updates them about their position in the queue at a regular interval using the REST API.

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How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business.

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Unisys Raises Productivity, Reduces Costs with Cloud Omnichannel Functionality

NICE inContact

Unisys’ managed service desk, InteliServe , has transformed the traditional service desk into an intelligent, user-centric experience aligned with the needs of the modern digital worker. More than 4,000 Unisys agents at 16 global service desk locations handle over 18 million InteliServe contacts annually. In early 2018, Unisys reimagined its service desk offering and worked toward developing a solution that would deliver an outstanding customer experience.

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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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Announcing GoToConnect!

Jive

Today we’re excited to announce GoToConnect ! Powered by Jive, GoToConnect brings together Jive’s ridiculously simple, reliable business VoIP phone system with GoToMeeting’s powerful web, audio, and video conferencing into a truly seamless, unified solution for all your communication and collaboration needs. So how does GoToConnect benefit you? For Executives and IT.

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Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

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A SaaS Companies Guide to Improving and Driving Customer Retention

ProProfs Blog

A loyal customer base is the cornerstone for any successful business. More so for Software-as-a-Service (SaaS) companies since acquiring new customers on a B2B level is much more difficult. This makes customer retention a necessity for SaaS-based companies. Churn rate is a key metric that needs to be evaluated by all SaaS-based organizations. Churn is pretty much the rate at which customers who subscribe to a service stop using it.

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Are you maximizing your customer feedback analysis?

delighted

So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

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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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Digital Communications in Healthcare: A Perfect Day

Nexmo

The typical healthcare journey no longer begins and ends in the waiting room. Rather, it unfolds over time, across many scenarios, touchpoints, and communication channels—each interaction designed to provide a unique experience to each participant, delivering the right information to the right person at precisely the right moment. The sum of these interactions comprises the modern healthcare experience, enabled by programmable communications.

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Stratifyd, First of its Name, Ruler of Customer Analytics, Democratizer of Data and AI, Fastest Time to Insights, and Breaker of Silos, Vies #FortheThrone

Stratifyd

Estimated reading time: 3 minutes. The season 8 premiere of Game of Thrones (GoT) is one of the most widely anticipated events in TV history. In fact, there’s so much hype for the show’s final season, many brands are experimenting with new products, designs, and messaging to pay homage to the throne. For example, Mountain Dew has launched a line of “nameless” drinks inspired by Arya Stark, Oreo released a video recreating GoT’s opening credits with more than 2,000 of their sandwich cookies, and