Thu.Feb 06, 2020

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The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

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Occupancy in Contact Centers: Definition, Impact, & Management

Injixo

Occupancy is a key metric for contact centers that neither want to burn money nor burn out their agents. It's also crucial for getting long-term hiring and staffing plans right and for improving efficiency and customer satisfaction. Learn more.

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Framing Effects – Discover This Powerful Marketing Technique To Gain Growth

Beyond Philosophy

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.

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Will TRACED Mean the End of Robocalls in 2020?

Contact Center Pipeline

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If you’re curious about what being a harmonica player has to do with robocalls, I suggest you read the column. In a nutshell, the subject of that particular column was a pending […].

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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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You’re Measuring CX…But What Are You Doing About It?

Taylor Reach Group

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices.

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The Top Customer Service SMS Do’s and Don’ts

Fonolo

It’s no secret that next-gen consumers like to text with friends and even family rather than phone them. At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS.

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The Definitive Guide to Business Texting

FluentStream

In today’s era of ultra-fast communication, texting continues to be people’s favorite way to talk with each other. Sending personal text messages is fast, easy, and convenient—so it makes sense that professionals are embracing business texting for all those same. Read More.

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Little Gold Book of Yes! Attitude by Jeffrey Gitomer (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Little Gold Book of YES! Attitude by Jeffrey Gitomer. Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service. About Little Gold Book of YES! Attitude. FROM THE PUBLISHER: Every business winner has one thing in common: a YES!

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Five Ways to Deliver a Better Experience on the Phone

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A recent blog post outlined the increasing demand for phone skills. Automation and self-service has ensured that the calls agents get are more complicated than ever.

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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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Bringing CX in the Control Room: How Securitas affirms its market leader position using Hello Customer

Hello Customer

Photo source: Securitas. Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. They employ 320,000 people worldwide , to secure customers from the smallest shops to the largest airports. In a fiercely competitive space like security customers demand the best, especially when their safety is involved.

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The Four P’s of XM Insights

Customer Experience Matters

This post identifies four ways that Experience Management (XM) insights can be used to better serve all of the human beings that an organization interacts with. The post The Four P’s of XM Insights appeared first on Experience Matters.

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What Sales Teams Will Gain from Attending Empower 2020

Guru

We’ve covered what content you can expect to see from CX at Empower and now it’s time to give you sales reps a sneak peak into what exactly we have up our Sales-Track sleeve. Empower will serve as a space for thought leaders within the Sales Enablement space to participate in active action-learning sessions and community cohorts. The sales narrative at Empower is positioned to be on the cutting-edge of the transitioning field of enablement.

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Practical Advice for Leveraging Artificial Intelligence for Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.

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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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U.S. Bank Fires Employee for Helping Customer on Christmas Eve

Kristina Evey

I just read a New York Times article that just has me seething. US Bank fired a customer for doing … Read More U.S. Bank Fires Employee for Helping Customer on Christmas Eve. The post U.S. Bank Fires Employee for Helping Customer on Christmas Eve appeared first on Kristina Evey.

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Emergency Strikes, Ansafone is there.

Ansafone

When answering the phone and handling a call with efficiency can mean life or death, Ansafone is a trained, effective responder. There are many reasons that clients call on us to operate their emergency and disaster response centers. Prompt, Scaleable Service At a drop of a hat, Ansafone Contact Centers can scale trained agents and … Emergency Strikes, Ansafone is there.

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How to Decrease Contact Center Abandonment Rates with UC Technology [Case Study]

Revation Systems

Digital transformation is sweeping across the nation today. Businesses in nearly every industry have felt increasing expectations from their customers as a result of a new standard for communication thanks to the abundance of smartphones and mobile devices. Contact centers, an industry that is driven purely by consumer communications has been significantly impacted by recent digital trends.

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The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

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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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The role of Customer Success in Product Ideation

inSided

In SaaS, your Customer Success and Product teams are working towards the same goals, right? They both want to build a brilliant product, make sure users are getting the most from it and, ultimately, keep customers happy. Ok, that's maybe over simplified, but you get the picture: Great product, satisfied customers, increased retention, growth in revenue. ??.

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Establish Your Own Business Call Forwarding

VirtualPBX

Many of our Unlimited User VoIP Plan clients use their plans as business call forwarding services. These clients keep their smartphones as primary calling devices and configure their VirtualPBX Plans to forward all calls to those phones. This type of setup lets them gain features like a Business Phone Number and keep their personal and workplace lives separate.

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Witz End Podcast - JAA Profile, Music, History and More

Jon Arnold

The stars lined up for me to do a podcast with Rich Williams and Millie Allen for their Witz End podcast. Was great to be interviewed for a change, and once we got past the tell-us-about-being-an-analyst part, we had some fun. They quizzed me about music and Canadian history, and there was even some impromptu piano playing. Not your everyday podcast, but it keeps things interesting, and if you want to check it out, here’s the link.

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Work at Home Agents: How the Right Tech Makes it Work

Playvox

Working from home has become an acceptable and appealing option for call center agents. When supporting Work at Home (WAH) Agents, the following should be used when deciding what technology tools are most important to help WAH agents effectively use their skills, stay in control, manage customers, and minimize stress.

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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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4 Proven Strategies to Transform Your Organization’s Workforce Management

Etech GS

To improve the workforce is a constant goal of almost all businesses. If we evaluate the present and peer into the past and expected future by a close analysis of the latest workforce management trends, what emerges as a common objective throughout is nothing but creating a better experience for employees, leading to more efficiency. The quality of the workforce that any organization possesses has a direct impact on the brand’s bottom line; the success of a business crucially depends on how the

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How to Start a Dropshipping Business

JivoChat

When talking about the digital market, ecommerces, and starting your own online store, it’s hard not to stumble upon the term dropshipping. Whether you’re a new entrepreneur looking to enter the world of digital businesses or someone who already owns an ecommerce, starting a dropshipping business could be the next step to leverage your sales. But what is dropshipping?

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4 Proven Strategies to Transform Your Organization’s Workforce Management

Etech GS

To improve the workforce is a constant goal of almost all businesses. If we evaluate the present and peer into the past and expected future by a close analysis of the latest workforce management trends, what emerges as a common objective throughout is nothing but creating a better experience for employees, leading to more efficiency. The quality of the workforce that any organization possesses has a direct impact on the brand’s bottom line; the success of a business crucially depends on how the

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BI with an IQ - Revisited

Xaqt

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Upgrading Your Inbound Call Center Software

ChaseData

Does your inbound call center software need an overhaul? It can be easy to get into a rut with your software. If something has been working for you for the past few years, why change it? The truth is, a new decade is upon us and with it will come advances in technology that your center should be at the forefront of. If you don’t want your competitors to leave you behind in 2019, it’s time to take a fresh look at today’s best inbound call center software.

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Download our Free CSAT Toolkit

GetFeedback

Access best practices, a customer satisfaction survey template, and our new interactive CSAT calculator.

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Why You Need a Conversation-Based Banking Strategy & How to Create One

LiveVox

TREND: Conversation-based Engagement Strategies in Financial Services & How to Create Them The Exponential Growth of Messaging & What It Means for Financial Services Conversational messaging has taken off in part due to recent shifts in mobile usage habits. As messaging platforms like Facebook Messenger, WhatsApp, Viber, and WeChat have become increasingly popular, consumers are.

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