ShepHyken

NOVEMBER 15, 2019

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. In 2019 businesses continue to fund their IVR call solutions as statistics both formal and anecdotal continue to demonstrate the need.

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Beyond Philosophy

NOVEMBER 15, 2019

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. It was historically a working-class neighborhood with many immigrant families living there.

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CSM Magazine

NOVEMBER 15, 2019

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. In business, automation has made it a lot easier and more efficient to set up and run businesses with low overhead costs and consequently bigger profit margins. Are you looking for effective ways to boost the sales performance of your new business startup or to help you take off at a quicker pace?

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ChurnZero

NOVEMBER 15, 2019

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. Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the

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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.

Beyond Philosophy

NOVEMBER 15, 2019

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. Tribes are connections between people that form communities, which can be formal or informal. Sometimes tribes are associated with where you were born and from whom, which are the formal types of tribes.

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Consulting Consulting Surveys Marketing 240

Global Response

NOVEMBER 15, 2019

#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.

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inSided

NOVEMBER 15, 2019

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!

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SaaS 49

Brainfood

NOVEMBER 15, 2019

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. The list is still pretty demanding but maybe some out there are close to ticking most of the boxes. Or not.

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Ameyo

NOVEMBER 15, 2019

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? Bad customer service is when the customer … How Bad Customer Service Affects Your Business Read More » The post How Bad Customer Service Affects Your Business appeared first on Ameyo.

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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

A Better Answer

NOVEMBER 15, 2019

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. Hypothetically, you could hire your own call center staff, but you’d then have to provide a workspace for your new employees.

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Ambs Call Center

NOVEMBER 15, 2019

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. In reality, if their service was that good they wouldn’t need to bribe you with a free trial.

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Answering services 40

ChaseData

NOVEMBER 15, 2019

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. While a consumer may forget the words that were said to them or the exact interaction they had with an agent or a brand, they are unlikely to ever forget how that interaction made them feel.

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Whitepages Pro

NOVEMBER 15, 2019

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.

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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

LiveVox

NOVEMBER 15, 2019

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.

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Metrics Contact Center Marketing Management 40

Whitepages Pro

NOVEMBER 15, 2019

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.

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Jon Arnold

NOVEMBER 15, 2019

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. 2020 is already busy on that front, as I have at least one event on the books every month through June. That’s plenty of future for me, as I’m not big on planning my life that far out, let alone what I’m doing tomorrow.

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Aspect

NOVEMBER 15, 2019

There is something utterly satisfying about a schedule. Schedules for our daily lives make us more efficient, help us prioritize, help us become more proficient and most importantly, saves us time, our most valuable resource. In the world of workforce management, those same benefits hold true. The proper WFM tools can help improve functionality and drive overall profitability.

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Contact Center call center workforce Interactive Voice Response Enterprise 93

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

NICE inContact

NOVEMBER 15, 2019

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.

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