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

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. It was historically a working-class neighborhood with many immigrant families living there. Eventually, Jamaica Plain began to gentrify, and Whole Foods replaced the regional grocery store there.

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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. 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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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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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. 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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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.

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

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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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? 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.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

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. The list is still pretty demanding but maybe some out there are close to ticking most of the boxes. Or not. So I thought it might be fun to debate how well your own organisation compares against the list and see if we learn anything.

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? 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.

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

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

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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. 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.

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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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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. 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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