Fri.Nov 15, 2019

Guest Blog: Three Surprising Ways You Can Improve the Customer Experience with Cloud IVR

ShepHyken

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

The Surprising Affect Your Experience Has on Price Imaging

Beyond Philosophy

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. There is a story that demonstrates this concept that happened in a neighborhood in Boston called Jamaica Plain.

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How to Apply Automation into Your Startup’s CRM Sales Processes

CSM Magazine

Let’s face it, automation has come in and transformed how we live – from the way we travel to how we communicate and pretty much how we handle all other facets of life.

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Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning

ChurnZero

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Tribalism: Are You In with The In-Crowd

Beyond Philosophy

Tribalism: Are You In with The In-Crowd? As humans, the need to belong is essential to us. Most of us have a deep need to feel we are part of a broader community that shares our values and interests. In other words, we need to find our tribe.

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How Bad Customer Service Affects Your Business

Ameyo

There are no questions that customer service is an integral component of any business’s success. You might have an awesome product and great pricing but if your customer’s experience is not good, then you are losing the ultimate battle to win their hearts. What is Bad Customer Service?

It was all about community at Pulse Europe 2019

inSided

Whew, what a conference! The team at inSided had the pleasure of being part of last week’s Pulse Europe in London and we sure had an exciting time! Saas Trends

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Bring on the Holiday Rush: Prep Tips for Your Contact Center

NICE inContact

For even more in-depth tips and trends, check out this ICMI article . In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose to upgrade technology, moving their call center software to the cloud.

Measuring Up

Brainfood

How Many 2019 Predictions Did You Nail? I co-produce customer service predictions with NewVoiceMedia and CallCentreHelper.com every year. I’m just researching the 2020 version. Naturally I started with a review of this year’s crop.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Bad Customer Service Affects Your Business

Ameyo

There are no questions that customer service is an integral component of any business’s success. You might have an awesome product and great pricing but if your customer’s experience is not good, then you are losing the ultimate battle to win their hearts. What is Bad Customer Service?

7 Ways An Answering Service Can Grow Your Business

A Better Answer

If your customer calls are becoming so frequent that you can’t keep up, it’s time to expand your business to meet your growing demand. You’ll need to implement some kind of call center to handle your customer calls allowing you to focus on core tasks.

Why Answering Service Free Trials Are No Free Lunch

Ambs Call Center

Some answering services offer free trials to entice wary businesses to use their service. Their logic is that if you try it you will like it. They pretend their service is so good that they have nothing to risk.

Importance of Emotion in Call Center Customer Experience

ChaseData

How important are your consumers’ feelings? While you may not give it much thought - your job is their satisfaction, after all - it is actually very important to the job you do. Research has found that when it comes to call center customer experience, emotion plays a big role.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Benefit from Working with a Customer Service Call Center

Global Response

#1: Evaluate Brand Specialists During the Interview Process Give new hires an opportunity to demonstrate key skills their interview. This can range from skills assessments to personality tests to role playing customer more. The post Benefit from Working with a Customer Service Call Center appeared first on Global Response. Industry

The Future of Financial Security: Mitigating Risk & Managing Technology

Whitepages Pro

Dan Jiao, Payment Risk Solutions Manager at Ekata, was on a BrightTALK live panel at Money20/20 in October. Watch a recording of this panel and learn more about how the movement of #data to the cloud has created new risks and challenges when it comes to protecting #financialdata, and much more. Watch now. Full description from BrightTalk: . As advancements in technology continue to march forward, the way we store, handle and access data is changing.

22 Metrics & KPIs to Measure Your Ticketing System’s Effectiveness

LiveVox

Tracking metrics and KPIs To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working. Below are. The post 22 Metrics & KPIs to Measure Your Ticketing System’s Effectiveness appeared first on Livevox. Contact Center Metrics

Tech Talks Podcast: How Ekata Is Linking Digital Identity Back To Humanity

Whitepages Pro

Ajay Andrews, VP of Product of Ekata, joins The Tech Talks Daily Podcast to discuss how businesses, such as Alipay, Stripe, Airbnb, and Microsoft, rely on Ekata’s solutions to approve more good transactions, reduce friction, and find fraud. Listen on Apple podcasts or wherever you get your podcasts. Click here to listen now. The post Tech Talks Podcast: How Ekata Is Linking Digital Identity Back To Humanity appeared first on Ekata. Fraud Risk Machine Learning News Our Data Research and Report

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Next Stop - Chicago and SCTC (and SIPtones!)

Jon Arnold

I’m off early Sunday to Chicago for the annual SCTC conference. It’s the only travel event for me this month, and if I play my cards right, I won’t be on the road for an event again until mid-January.