Stratifyd

MAY 30, 2019

Estimated reading time: 4 minutes. Think about the last time you called in to a customer support line for help. Do you remember what your experience was like? I sure do. I bought an Amazon Firestick during Prime Day (aka Christmas in July). I tried installing it a few days after it arrived, but something wasn’t working. Long story short: It took five separate calls to Amazon’s customer support team over a three-day period to get a new one.

Analytics 40

Analytics Telemarketing Contact Center Metrics 40

Influitive

MAY 30, 2019

If you work in B2B, then you probably hear the terms “customer-obsessed,” “customer-centric,” and even “customer-powered” used interchangeably on a day-to-day basis. Rather than merely being buzzwords, the increased usage of this kind of language is a sign of how companies are shifting their priorities to focus on the value they bring to their customers.

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Customer centricity B2B Enterprise Marketing 73

Nicereply

MAY 30, 2019

Customer feedback is a great way to learn. If you’re getting the same negative review over and over, there’s something wrong with your business. Research shows customer reviews are crucial for your online presence. People read 10 reviews on average before making a decision to buy. Millennials trust reviews almost like their friends’ opinions. If you fail to respond to negative reviews quickly, a customer may skip your company and go to the next one.

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Contact Center Pipeline

MAY 30, 2019

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management challenges like frontline coaching and attrition, to a look at how speech analytics’ can tackle long-time contact center pain points, to […].

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ProProfs Blog

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service. Your customers should not feel the need to move away to your competitor because they found your customer care operators to be inefficient or your support mechanism to be weak.

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SharpenCX

MAY 30, 2019

Your organizational structure is the skeleton of your company, the bones that hold it together. But your culture is the soul. Company culture, a set of shared beliefs and values of a company, sets the tone for your team. These. Read More. The post What can you Adopt from these Must-Have Company Cultures? Learn from the Best about Driving Employee Engagement appeared first on Sharpen Contact Center Software.

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Toister Performance Solutions

MAY 30, 2019

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. I haven’t written about The Overlook in awhile. That’s because my wife, Sally, and I have been working on a big change that we’re finally ready to announce.

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Real estate Finance Time management Sales 56

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Here we are going to talk about top employee engagement trends that can help lead your business.

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plumvoice

MAY 30, 2019

There’s been a lot of chatter recently about robocalls and how annoying and bothersome they are. No doubt you’ve experienced these in your own right. And while these unwanted phone calls are bad enough for an individual, imagine a company having to deal with a constant barrage of unwanted phone calls from fraudsters and other. Read More. The post The Blacklist – Protecting Your IVR from Unwanted Threats appeared first on Plum Voice.

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Interactive Voice Response Technology 55

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

Guru

MAY 30, 2019

Empower , Guru’s first ever conference, was two days of nonstop learning and fun in Philadelphia. Revenue team leaders – spanning sales, customer experience, and support – converged at World Cafe Live to share insights, best practices, personal stories, and more. In addition to keynote sessions that covered topics like how to leverage learning momentum, the power of organizational health, and how to put the customer at the center of everything, we also broke out into two designated tracks geared

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Sales Best practices Personalization Customer Experience 48

Bright Pattern

MAY 30, 2019

Telecommunication companies suffer from lower CSAT and customer engagement scores than nearly every other industry. These lower metrics lead to customers switching to competing brands and reduced revenue.

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Telecommunications Contact Center Customer Experience Metrics 52

BetterXperience

MAY 30, 2019

I have used the same phone carrier for 10 years, and they probably have more data about me than they know what to do with. Funny thing is every time I call in about my account, I am thoroughly interrogated before they would even discuss the reason for my call, it always leaves a bad taste in my mouth. I needed to add a new line to my mobile phone plan, so I started online made my changes, but didn’t get a confirmation so I called customer service.

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Interactive Voice Response Self service Accountability Customer Service 48

Avoxi

MAY 30, 2019

Looking for an in-depth review of easyinbound and pricing comparison with top competitors? It’s good to weigh all your options, so to help you find the best virtual phone number provider for your business, we’ve created this easyinbound review and cost comparison. While we are confident in our company’s pricing, worldwide coverage, and overall quality,… The post Easyinbound Review and Top Alternatives 2019 appeared first on AVOXI.

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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

BetterXperience

MAY 30, 2019

Ask any customer facing professional what they are most worried about and customer wait time will be top of mind. While overly long wait times can be a driver of dissatisfaction, truth is customers don’t mind “just enough” wait time, in fact almost anything beyond that has no return on investment. The trick is finding that sweet spot.

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ConvergeOne

MAY 30, 2019

In part one of this blog series , we explored the reasons why customer experience and the role of the Chief Marketing Officer are evolving. We'll now explore how you can respond to these changes. Information: it's key to improving both the customer experience and marketing efforts. While the customer seemingly holds the advantage with access to information, companies are hyper-engaged in the process of monitoring, researching, and responding.

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BetterXperience

MAY 30, 2019

As a customer I am always looking for the most painless route to get what I need from companies I do business with. While automated systems can get a bad rap, I have argued for years that automated systems (when built correctly) are usually EASIER than interacting with humans for many routine interactions. Last Thursday, I drove to the bank right past the available Tellers and instead waited in line to use the ATM to make the withdrawal I needed.

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Interactive Voice Response Banking Customer effort Accountability 48

Merchants

MAY 30, 2019

It used to be true that companies would outsource their customer contact centres to save costs. But in today’s competitive world, most recognise that the benefits of strategic outsourcing far outweigh the risks, and that outsourcing is now THE way to gain competitive advantage. The post 6 reasons to work with a Business Process Outsourcing partner appeared first on Business Process Outsourcing Services | Merchants.

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Business Process Outsourcing outsourcing 45

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

Working Solutions

MAY 30, 2019

You can call it churn, the rate at which old customers leave and new ones arrive. Or, you might label it retention, the rate at which you keep the same clientele in your pipeline. Either way, most businesses closely watch the balance between the loss of existing customers and the acquisition of new ones. And […].

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Arbeit

MAY 30, 2019

The FCC has a plan to combat unwanted robocalls.

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voip Call Center 75

Infinity

MAY 30, 2019

Infinity never stands still, whether it’s bringing you Europe’s first Conversation Analytics suite , being the world’s first call intelligence provider to offer fully encrypted SIP calls , or building our brand new Hub , we’re always working on new ways to surface the data contained within conversations. This may include large updates that push the possibilities of call tracking forward significantly, or more functional ones to ensure our clients have the smoothest experience possible.

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Call Logging B2C B2B Analytics 40

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. When we refresh existing CJM programs, we are surprised to find that a significant proportion of them had not been relying on the customers’ voice to understand how customers go about learning, choosing and experiencing their company’s products and services.

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Journey mapping Feedback Customer Experience Personalization 40

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

Waterfield Technologies

MAY 30, 2019

Remember that old saying, the one about things that sound too good to be true? Sadly, the automated strategic planner simply doesn’t exist. With the pace of change and the […]. The post Breakthrough AI engine automates strategic planning! appeared first on Waterfield Technologies.

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Engineering Technology Contact Center 40

Maru Group

MAY 30, 2019

In the past year, we have seen an increasing number of organizations undertaking customer journey mapping (CJM) programs. When we refresh existing CJM programs, we are surprised to find that a significant proportion of them had not been relying on the customers’ voice to understand how customers go about learning, choosing and experiencing their company’s products and services.

Journey mapping 40

Journey mapping Feedback Customer Experience Personalization 40

ChaseData

MAY 30, 2019

Creating a better, more successful contact center is a common goal for those in the industry. However, working toward that goal can create some confusion, since there is no definitive guide to setting up your center for success. While there are many schools of thought when it comes to how to make your center and staff more successful, one of the most well-documented and proven is to begin with improving the environment and morale in your center.

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Call Center Morale Contact Center Management 40

Spearline

MAY 30, 2019

Telecommuting is identified generally as a win-win for employers and employees. Businesses gain access to a broader talent market with efficiencies and flexibility, while job-seekers find more opportunities and face fewer traffic jams on their commute downstairs each morning. Beyond the employer/employee relationship, research is emerging which suggests that there is wider societal value; telecommuting can slow global warming, reduce oil dependencies and support a redistribution of wealth. ̶

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Telecommunications Technical Support contact center workforce Call flow 40

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

TELUS International

MAY 30, 2019

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Influitive

MAY 30, 2019

The post 7 Steps for Taking Your Organization From Customer-Centric to Customer-Powered appeared first on Influitive.

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Customer centricity Enterprise B2B Marketing 40

iQor

MAY 30, 2019

We love celebrating what makes iQorians so special.

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