Beyond Philosophy

OCTOBER 12, 2017

If you were to guess whether Millennials prefer to buy online (on their phones) or in brick-and-mortar stores, what would you guess? No Googling, either. If you guessed online, you are wrong. Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. This news is ideal for retail, a sector repeatedly told they are the Beta Max or Laser Disc of tomorrow’s commerce preferences.

Consulting 326

Consulting Consulting Sales Surveys 326

Callminer

OCTOBER 12, 2017

A Definition of Cloud Call Centers Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, […]. The post Cloud vs.

Call Center 159

Call Center Enterprise Best practices Analytics 159

Contact Center Pipeline

OCTOBER 12, 2017

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve noticed that there is one thing that almost every leader has emphasized about their company mission: A keen focus on innovation. For these companies, innovation is not simply another corporate value […].

Customer centricity 162

Customer centricity Employee engagement Metrics Contact Center 162

Toister Performance Solutions

OCTOBER 12, 2017

It was a Monday afternoon, and droves of hikers were ascending San Diego's Cowles Mountain. It's one of the most popular hikes in town. You're rewarded with sweeping views of San Diego, the mountains, the ocean, and even Tijuana after a moderately steep 1.5 mile trek. There are some drawbacks. The trail is dusty and worn from constant use. The beauty at the top is a little marred by the crowds.

Benchmark 95

Benchmark Customer Service Marketing Management 95

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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.

Fonolo

OCTOBER 12, 2017

Serving the public comes with its own pros and cons. The cons: It can be super difficult to meet everyone’s expectations. The pros: When you do, it’s incredibly rewarding; nothing is more satisfying than a happy customer. If someone calls you, and you’re able to take them from angry to being pleasantly surprised and thankful, it’s certainly an accomplishing feeling.

Contact Center 91

Contact Center Benchmark Call Center Coaching 91

Totango

OCTOBER 12, 2017

The Totango team is headed to Las Vegas to talk customer success at TSIA’s Technology Services World (TSW) October 23-25 at the ARIA Resort & Casino. Don’t miss us at booth #26 and read below for info on our exclusive happy hour and lounge! TSW is a must-attend conference if you’re looking to stay at the forefront of the services industry.

Technology 69

Technology Personalization 69

Amity

OCTOBER 12, 2017

I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.

Metrics 61

Metrics Upselling Journey mapping CRM 61

GetFeedback

OCTOBER 12, 2017

With GetFeedback’s new Managed Mapping, Salesforce novices and veterans alike can automate the survey mapping process—no custom fields required.

Surveys 60

Surveys Management 60

Bright Pattern

OCTOBER 12, 2017

Wallboards have been used in the contact center for many years and there is often discussion around what KPIs to broadcast and how to improve contact center wallboards to make metrics more actionable. When the information displayed is simple and quickly grasped it results in a variety of benefits.

Contact Center 53

Contact Center Metrics 53

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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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Amity

OCTOBER 12, 2017

I’m not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.

Metrics 49

Metrics Upselling Journey mapping CRM 49

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

Mindtouch

OCTOBER 12, 2017

“That’s what I want!” she exclaimed. It happened while I was demoing a customer’s deployment of MindTouch to a senior leader in Customer Support. The customer site is CAKE software for restaurant management and point of sale , a software-as-a-service (SaaS) product owned by the massive food service conglomerate Sysco. The head of support on the phone with me was so excited about what I was showing her that it was almost alarming (in the best possible way).

Self service 48

Self service SaaS Analytics Sales 48

NICE inContact

OCTOBER 12, 2017

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate.

Customer Experience 48

Customer Experience Customer advocacy Metrics Contact Center 48

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

CafeX

OCTOBER 12, 2017

Microsoft's CEO envisions digital transformation empowering businesses & employees to "achieve more." Here's how CafeX's omnichannel solution for Dynamics 365 will support the 4 pillars of Satya Nadella's 2017 plan: delivering business outcomes, engaging customers, optimizing operations, and transforming products.

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Robert Davis

OCTOBER 12, 2017

By Brad Baumunk , President and COO. Technology is changing the way we interact with customers at a fierce pace. Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. The one constant, and certainly one that will not change in the immediate future, is that people – yes, people – still matter!

Contact Center 48

Contact Center Technology Journey mapping Big data 48

Aspect

OCTOBER 12, 2017

Last week, the first ever issue of Access AI ’s AI Magazine was released. Access AI’s goal is to deliver content that moves the artificial intelligence (AI) conversation forward and addresses pressing business questions like: ‘howdo I implement this technology?’ ‘What impacts could it have?’ ‘How do I retrain my staff?’. In this issue, they’ve turned their focus to intelligent assistants and how they can be a gamechanger for customer service.

Chatbots 48

Chatbots Self service APIs Interactive Voice Response 48

Talkdesk

OCTOBER 12, 2017

One of the most satisfying things about an innovative product like Talkdesk is that other innovative companies use our contact center platform and we get to watch them grow. We view our simple, smart product as a major competitive differentiator for our customers, so seeing them succeed is rewarding. It also presents us with the challenge of providing a contact center platform that can easily meet the demands of companies at all stages of growth.

Contact Center 40

Contact Center Contact center software Engineering Analytics 40

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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

8x8

OCTOBER 12, 2017

At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. Our goal is to deliver companies the most advanced truly unified communications solutions available so they can run their businesses smarter and faster to deliver a game-changing customer experience. 8x8’s latest recognition for

voip 48

voip contact center solutions Analytics Contact Center 48

Provide Support

OCTOBER 12, 2017

The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. No doubt, customer service has a long-term impact on buying decisions, with customers continuing to avoid companies years after the initial negative interaction. But what’s more, social media and online review websites enable bad service stories to be shared not only with family, friends or colleagues, but also with the general public affecting o

Customer Service 29

Customer Service Sales 29