Mon.Aug 06, 2018

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What to Expect from a Call Recording Solution

OrecX

Selecting a call recording solution for your business's needs typically involves reviewing several recording products that do a lot of the same things. All of these products will all allow you to: Record 100% of calls or just a subset of calls. Record on-demand. Search for calls based on certain criteria. Achieve compliance recording with regulations (PCI, HIPAA, GDPR, MiFID II, etc.).

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The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert Davis

By Brad Baumunk , President and COO. How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month.

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5 Top Customer Service Articles for the Week of August 6, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. (CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity.

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Customer Service Roundup: Engaged Associates Engage Customers

Global Response

Apply these top techniques to get better engaged customers Engaged associates and engaged customers are at the heart of several articles recently that explore the relationship between the two groups in the more. The post Customer Service Roundup: Engaged Associates Engage Customers appeared first on Global Response.

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The 2023 Verint Experience Index: Retail

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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How to Improve Interdepartmental Relationships

Satrix Solutions

Every organization seeks to provide an exceptional customer experience, understanding its obvious importance in fostering loyalty and driving retention. Companies like Amazon epitomize this mentality as Jeff Bezos notes: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”.

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CX & DevOps Reading (and Viewing!) List

Cyara

There is so much great content published on CX, Agile and DevOps, and in every edition of our CX Assurance Newsletter , I include a list of interesting articles, videos and other content that are relevant to our readers. I find these pieces in CX industry newsletters, on LinkedIn, and a variety of other places. No matter where I find them, my goal is always to help Cyara's community of CX Assurance professionals deliver the best CX they can.

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Twist or stick? It’s your choice

Eckoh

Almost every business has legacy technology. It makes perfect sense to extending its life. But it can also be a burden managing legacy systems that requires specialist knowledge. That knowledge may not be available from your original vendor nor from your organization.

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5 Frequent Small Business Tech Mistakes

Jive

More opportunities means more chances to succeed—or fail. Small business tech mistakes are one of the primary reasons why 70 percent of businesses struggle with expanding. But when you’re squaring off against bigger opponents with larger budgets and state-of-the-art tools, you need technology. To compete, you have to hit the ground running with business tech that accelerates your growth.

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Understanding the Ramp-Up to 5G

airespring

When it comes to wireless technology of the future, it’s all about faster, better, cheaper. As the speed of change drives more and more demand for bandwidth and businesses strive to keep up, the need for the 5G Network intensifies. Observers may debate the merits, but technology keeps driving the market forward, oblivious to the fears and hesitations of some more entrenched business environments—and the average person.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Ensure adherence to call center regulations with speech analytics

Tethr

Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large call centers and a common use case for the TETHR PLATFORM. The following example outlines how a large BPO came to Tethr with the goal of drastically reducing regulatory fines by improving their agents’ adherence to call center re

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Understanding the Ramp-Up to 5G

airespring

When it comes to wireless technology of the future, it’s all about faster, better, cheaper. As the speed of change drives more and more demand for bandwidth and businesses strive to keep up, the need for the 5G Network intensifies. Observers may debate the merits, but technology keeps driving the market forward, oblivious to the fears and hesitations of some more entrenched business environments—and the average person.

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Are You Mapping Customer Journey?

Aspect

Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer experience. But, while this helps deliver a better experience, it doesn’t always help businesses understand why or how customers reached their purchasing decisions or what may have caused them to become frustrated.

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AI: 4 Key Benefits for the Customer Experience

VocalCom

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. However, artificial intelligence has the capacity to deliver more than just direct customer service.

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The Open CCaaS Advantage Report

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.

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Are You Mapping Customer Journey?

Aspect

Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer experience. But, while this helps deliver a better experience, it doesn’t always help businesses understand why or how customers reached their purchasing decisions or what may have caused them to become frustrated.

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Small Business Spotlight: A-1 Comics

FiveStars

A-1 Comics isn’t just a store — it’s an experience, a place of welcome, where people can go to hang out and be themselves. It has pretty much anything a humble hobby enthusiast could ever want — comic books, trading cards, toys. If that seems a bit overwhelming, don’t worry! The friendly neighborhood staff knows every […]. The post Small Business Spotlight: A-1 Comics appeared first on Fivestars Insights.

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What’s Cooking at Kommunicate – Release Notes, July 2018

kommunicate

At Kommunicate, we’re giving the world a better class of customer support software, one release at a time. This July, we released some awesome new features with perpetual design, speed, and usability improvements. What’s New Agile CRM integration Now you can integrate Agile CRM with Kommunicate to manage your customer relationship even more effectively.

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Monitoring Agent Activity

TASKE Technology

Too frequently, yet another story about poor call handling seems to be going viral on the Internet. Whether the story is humorous or an exposé of bad customer service, you certainly don’t want to see one of your agents in a starring role on YouTube. In the article Forget the Millennials, The Connected Consumer is Who You Should Be Chasing , Shama Hyder talks about how the social web has empowered consumers to not only drive their own buying experiences but powerfully influence their peers.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Interest rate rise; is consumer spending about to drop?

Maru Group

On Thursday, the Bank of England announced they were increasing interest rates to 0.75%. And immediate reaction from business leaders was one of concern – the Institute of Directors went as far as stating that “The rise threatens to dampen consumer and business confidence at an already fragile time”. But are consumers’ really as worried as business leaders perceive?

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Make fall awesome for your customers with these promotions

FiveStars

With back-to-school behind us and some of the busiest holidays around the corner, you might be looking for ways to bring customers into your business this month. While it’s always nice to plan a promotion around a holiday, the coming of fall itself is a great thing to celebrate! Try these promotions for your small […]. The post Make fall awesome for your customers with these promotions appeared first on Fivestars Insights.

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Monitoring Agent Activity

TASKE Technology

Too frequently, yet another story about poor call handling seems to be going viral on the Internet. Whether the story is humorous or an exposé of bad customer service, you certainly don’t want to see one of your agents in a starring role on YouTube. In the article “ Forget the Millennials, The Connected Consumer is Who You Should Be Chasing “, Shama Hyder talks about how the social web has empowered consumers to not only drive their own buying experiences but powerfully influen

Metrics 40
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The key to an effective marketing spend is alignment with the contact center, and the proper focus on the floor: The Quality Conversation

Robert C. Davis and Associates

By Brad Baumunk , President and COO. How much money does your company spend marketing products and services, which generates calls into your contact center? Are your contact center agents maximizing every contact and driving conversion? We recently worked with a company that increased the monthly spend to drive potential customers to the contact center from $100K to $400K per month.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems?

Uniphore

Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience. As the changes brought about by ever-evolving digital technology become progressively meshed into our daily lives, consumer demand has also advanced to now expect from all businesses the same level of speed, convenience, and efficiency.

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Why Maintaining Customers is Just as Vital as Attracting New Ones

Topdown

The idea that you don't need new customers just to grow your business is old news.

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The Accidental Customer Experience

ijgolding

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched over my laptop keyboard in hotel rooms at twilight hours, the confined space of a metal tube travelling at high speeds is the perfect environment for me to commit my thoughts into words. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train

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The Power of Psychology in Customer Service

Call Center Pros

Psychology is very important when we are talking about customer service. If you can better understand how the mind of your customers work, you can offer a higher level of intuitive support and consequently, they will be happier. Negative events are more memorable than positive ones in the customer’s mind. The same customer may have had a successful customer service experience 10 times, but if it fails once, that may be a lost customer.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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[Infographic] 3 Things Every Prospect Wants to Hear

Amity

Prospects invest a great deal of time researching the right solution. Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on your trial. So why should they become your customer?