TechSee
DECEMBER 17, 2019
The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.
Totango
DECEMBER 17, 2019
The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective communication and making customer information transparent and accessible throughout the company ensures an excellent experience.
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Callminer
DECEMBER 17, 2019
As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call centers , in particular, represent just one facet of a large and varied international outsourcing industry.
ShepHyken
DECEMBER 17, 2019
The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service.
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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.
Contact Center Pipeline
DECEMBER 17, 2019
Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead was the leaders of some of America’s 200 largest businesses saying publicly that the purpose of a corporation may actually be broader than they were all trained in business school to […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
DECEMBER 17, 2019
This post is the second of a two-part series commemorating our 10th anniversary. Part one focused on our origin story. In this part, we look back at where we’ve come over the past ten years and ahead to highlight our “2020 Vision” for the future. . Transparent BPO is celebrating our tenth year in business. We’ve grown considerably as a company during that time — from one contact center to three and from 30 employees at the start to now more than 1,000, with prospects for signi
Etech GS
DECEMBER 17, 2019
During some quiet time this week, I was thinking about and praying for our Etech team members. My thoughts took me to the vision statements for our organization – to make a remarkable difference for each other, our customers, and within our communities. I then pondered how this vision could become a reality, and I thought about these words of wisdom from one of my favorite business writers, John Maxwell, “Everything rises and falls on leadership.”.
VirtualPBX
DECEMBER 17, 2019
This week’s blog will take a look at an often-requested topic of discussion: how to answer the phone at work. Of course, there are many approaches to the practice – ranging from professional to Buddy the Elf (who we admire for his creativity and expeditious approach to office procedures). Your own office likely has its own rules for how to say “hello” to incoming customer calls.
Fonolo
DECEMBER 17, 2019
Change is the only constant trend. Everything from the way we shop to how we listen to music has changed in the last two decades. This includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. In fact, more than 80% of customers now say the experience a company provides is as important as its products.
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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
Squelch
DECEMBER 17, 2019
CX Optimization Solution Selected by International Cloud Computing Awards Program for “Most Innovative Use of Data in the Cloud” Award. REDWOOD CITY, Calif. – December 17, 2019 – Squelch, Inc. , the provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, announced today that it has been declared a finalist in the international Cloud Computing Awards program, The Cloud Awards.
UJET
DECEMBER 17, 2019
According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Legacy customer support platforms were developed for the preferred communication channels at that time, which was traditionally voice.
Call Journey
DECEMBER 17, 2019
Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando. The Global Kickoff is an annual gathering of some of the world’s most accomplished professionals, industry experts and Genesys employees from across different regions of the globe.
Noble Systems
DECEMBER 17, 2019
The pending Pallone-Thune TRACED ACT (Senate Bill 151) is a pending bipartisan robocall bill that is rumored to be passed to the White House for signature very soon. This bill is a combination of the Senate’s TRACED Act and the House’s STOP BAD ROBOCALLS Act. If this legislation is passed, it will provide significantly more authority to the FCC to regulate providers of voice services.
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.
Ansafone
DECEMBER 17, 2019
Active listening is the foundation for any customer service interaction. Each call that comes in is a real person looking for guidance or a solution to a problem, so active listening is critical to make that person feel heard, understood and served. The Importance of Listening in Customer Service The first step in most … What is Active Listening?
Solvvy
DECEMBER 17, 2019
The rise of AI may sound like a futuristic sci-fi movie plot, but when you take a closer look at the recent technology developments and predictions, the way we work and live will soon be upended in ways not seen since the Industrial Revolution. AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015.
Avoxi
DECEMBER 17, 2019
Looking for your next virtual phone number provider? If you are, you may have heard of VirtualPhone.com, a virtual phone number provider. At AVOXI, we know that there isn't one business phone service that is ideal for every business. While we are confident in AVOXI's service and affordability, we want to be able to help… The post VirtualPhone Review and Alternatives appeared first on AVOXI.
Toister Performance Solutions
DECEMBER 17, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. There's a constant tension between staffing and cost. In contact centers, having too few people means customers have to wait too long for someone to answer the phone, start a chat session, or reply to an email.
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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.
Andrew Mcfarland
DECEMBER 17, 2019
Our previous post covered the “bad news”, that customers don’t care about your product(s). In this “good news” post, we’ll examine a method to determine what customers care about and translate it into winning and growth. Recall the example. The.
Education Services Group
DECEMBER 17, 2019
The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although buyer personas can be used to accomplish sometimes disparate goals across multiple departments, they can and should be universally used as a technique
NobelBiz
DECEMBER 17, 2019
Dissatisfied customers and poor customer service can absolutely destroy your business. So, don’t make them angry, right? Well if only it were that simple… Since we’re in the contact center industry, we know firsthand how difficult it is to maintain a consistent customer service team. One system that never falters is where everyone is satisfied with their jobs and do not, personal or otherwise, treat customers poorly; consistent job satisfaction equals consistent customer satisfaction.
inmoment
DECEMBER 17, 2019
If I asked you to picture a survey, you’d probably think of that email you receive after buying something online or having worked your way through a call center phone tree. These transactional surveys , as they’re called, are ubiquitous in today’s customer experience landscape and are effective for learning how customers feel about short-term brand experiences.
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!
Vcaretec
DECEMBER 17, 2019
Outsourcing customer service can seem like a daunting task. It requires extensive research about different outsourcing companies and customer service options. Looking to outsource your customer service in New Jersey but don’t know where to start? (v)WeCare is here to help. You must have the ability to tell the good apart from the bad and find the perfect provider for call center outsourcing.
Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
Quiq
DECEMBER 17, 2019
Share This Story. Besides technology, Aspira knows a thing or two about adventure and connection. For over 30 years, Aspira’s technology has allowed people to book outdoor recreation experiences at parks and conservation sites all over the US. Aspira’s customers contract directly with them to use their software, marketing services, and sometimes their centralized contact center to manage reservations for many of the most popular state and provincial parks as well as conservation agencies through
Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
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
CallSource Insights
DECEMBER 17, 2019
Learn why you need a Google My Business profile, and how to set up Google My Business for your company. Google My Business, also referred to as GMB, is a must-have for any company, and is especially important for local businesses. What is Google My Business? Google My Business is a profile made on Google that makes it easy for people to find your business and details about it, such as name, location, hours, website, phone number, and reviews.
Quiq
DECEMBER 17, 2019
Share This Story. Besides technology, Aspira knows a thing or two about adventure and connection. For over 30 years, Aspira’s technology has allowed people to book outdoor recreation experiences at parks and conservation sites all over the US. Aspira’s customers contract directly with them to use their software, marketing services, and sometimes their centralized contact center to manage reservations for many of the most popular state and provincial parks as well as conservation agencies through
FreshGrade
DECEMBER 17, 2019
This time of year, we race to get report cards done, organize end-of-year events, and communicate with parents. We’re masters of making sure our students, parents, colleagues, and administrators have what they need to successfully close the year and take a well-deserved break. And once the last day of class before the holiday break rolls around, thoughts of downtime, eggnog, and comfy socks take hold.
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