Guru

FEBRUARY 19, 2020

To create best-in-class support , you have to start with an established understanding of the evolving industry terminology and nuanced differences between customer service, success, and experience. Of course, all these facets work together and roll up to a common goal: a satisfied customer who will continue coming back for more. Still, understanding how these areas are specialized while simultaneously working together will strengthen your support teams at large and help them identify the differe

Customer Service 62

Customer Service Customer Support 62

Contact Center Pipeline

FEBRUARY 19, 2020

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur. Doing more work behind the scenes can significantly impact the customer’s perception of your business, which is where predictive […].

Customer Experience 200

Customer Experience Self service Contact Center Call Center 200

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

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Call Center Technology Accountability Customer Support 287

ShepHyken

FEBRUARY 19, 2020

In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well. But on a day to day basis, amazement happens when you deliver experiences that are consistently and predictably above average.

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Customer Service Personalization Customer Experience 371

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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.

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Surveys 142

Surveys 142

SharpenCX

FEBRUARY 19, 2020

Only 1% of contact centers think their data intelligence strategy is perfect, according to CCW. The rest struggle with siloed and inaccessible data and a lack of understanding of their customers. That’s why by 2025, contact center leaders (like you) have their heart set on getting a 360-degree view of their customers. But a panoramic view into the needs and wants of your customers starts with better reporting.

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Call Center Contact Center First call resolution Contact center software 76

Call Experts

FEBRUARY 19, 2020

Two key factors that directly correlate to the growth of your businesses: How well you utilize the latest technologies. How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

Totango

FEBRUARY 19, 2020

Hi, Today we have some exciting product updates, as well as an upcoming webinar you can join for more best practices. SuccessBLOC Scorecards, Now With User KPIs. We’ve added an enhancement to SuccessBLOC Scorecards which now allows you to create KPIs based on user metrics, as well as account metrics. Some example use cases of this would be for usage trends, active users, and more.

Metrics 71

Metrics Best practices Accountability Technology 71

REVE Chat Blog

FEBRUARY 19, 2020

How to deal with rude customers? This question could be unpleasant as well as frustrating for any business. The receiving end of a tirade is not a happy place to be, especially when the situation isn’t your fault. It is also challenging to handle customers effectively who are upset due to bad experience with your business. Studies show that increasing levels of psychological abuse inflicted by customers can damage brand performance in the long run by eroding management’s ability to retain valued

Scripts 70

Scripts Best practices Feedback Metrics 70

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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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NICE inContact

FEBRUARY 19, 2020

Imagination. Visualization. Insight. These words are part of our verbal language. But more importantly, they suggest just how much humans think in images. When you look at stats on the influence of visual language as a communication vehicle, you start to realize what kind of impact it can have on customer experience. Especially with the rise of digital interaction channels in the contact center.

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Contact Center Customer Experience Best practices Call Center 62

Jon Arnold

FEBRUARY 19, 2020

Things are never dull around here, so how’s that for a mix of topics for a podcast? That’s what’s on tap for my current Watch This Space podcast, and it’s now publicly available. Chris Fine and I reflected on recent conferences we attended, and on the voice + AI front, this podcast is just one of several forms of thought leadership I’ve been producing lately.

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Cincom

FEBRUARY 19, 2020

Among managed services sales challenges, perhaps the biggest is found in the complexity of the selling process, itself. The better you are at delivering success, the better you are expected to be. We’ve discussed how managed services providers (MSPs) handle product complexity and also the complexity of pricing associated with the solutions managed service providers offer.

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Sales Management Finance Personalization 64

CallSource Insights

FEBRUARY 19, 2020

Learn How Call Tracking for Your Agency Will Prove Your Marketing Campaign ROI. Your marketing agency has a lot of responsibilities when it comes to what you do for your clients, but one of the biggest is simply proving success through ROI. The better the value you deliver, the more likely your client will want to keep using your services and maybe even increase their budget when you produce rewarding results.

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Marketing Analytics Advertising Sales 64

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

Unymira

FEBRUARY 19, 2020

How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" ??. Let's dive in.

Customer Support 75

Customer Support Contact Center Call Center Customer Experience 75

Spearline

FEBRUARY 19, 2020

About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. For further information, or if you have any further questions.

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Management 52

Customercount

FEBRUARY 19, 2020

The short list has been announced by the judges for the annual CustomerCount customer engagement award after a record number of entries. The post Short List for Customer Engagement Professional award appeared first on CustomerCount.

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bold360 Blog

FEBRUARY 19, 2020

Given the competitive high stakes of how your customer experience (CX) can make or break your business, CX shouldn’t be a discipline – it should be an obsession. Join a growing community of leaders from CX, digital experience, and IT at our annual full-day summit, CXNext. This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution.

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Engineering Technology Customer Experience Marketing 52

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

Journey mapping

Playvox

FEBRUARY 19, 2020

The undeniable link between agent and customer experience is one that is often overlooked, if not forgotten, among customer service teams. Studies show satisfied agents perform at higher levels, and they also stay longer.

Customer Experience 52

Customer Experience Customer Service 52

Maru Group

FEBRUARY 19, 2020

Ten years ago, the Smart Energy Consumer Collaborative (SECC) was founded to understand the wants/needs of energy consumers in North America and share those learnings with industry stakeholders. The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade. The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

Calltools

FEBRUARY 19, 2020

In a world of business engagements, the call center is an integral part of every company. From handling client calls to promoting sales and generating business leads, the call center has many uses. Whether in-house or outsourced, its role is unmatched in the present-day business world. The majority of customers globally prefer live calls. According to Smart Insights, 88% prefer call center engagements.

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outsourcing Call Center Brand ambassadors call center software 52

bold360 Blog

FEBRUARY 19, 2020

Agent life ain’t easy. There’s never been a better time to be a customer…or a more challenging time to be a customer support agent. Today’s customers have more power and information than ever before, and they don’t have tolerance for being transferred up the chain to top-tier agents. According to our research, 43% of customers say getting a resolution from the first person they contact is what it takes to make them happy, but only 35% of customer support agents say this is possible.

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Average Handle Time Customer Support Consulting Consulting 52

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.

Contact Center

ChaseData

FEBRUARY 19, 2020

Being able to see figures and facts is an important aspect of success when growing and improving your call center’s approaches. Data visualization has long been a focus of these improvement strategies for contact centers, BPO organizations, and more. These days, though, this visualization is its own approach - and its entirely digital. Digital visualization allows for better interaction with data and a better understanding of the figures being examined.

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Call Center Management Contact Center call center software 52

Cisco - Contact Center

FEBRUARY 19, 2020

American rock band Boston’s 1976 debut album still holds the record for highest-selling debut album ever with 17 million copies sold. What most people don’t know is that the record was years in the making, and almost all instruments were recorded by a single individual – founder and leader, Tom Scholz – who did the project on the side while holding his day job as an engineer at Polaroid.

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Contact Center contact center solutions Enterprise Engineering 94

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation.

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B2C B2B Advertising Accountability 64

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. A VIP could be a valued long-term customer, a new prospect who’s on the edge of making a purchase, or a cranky client who’s at risk of harming your brand’s reputation.

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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.

Contact Center