OctopusTech

JULY 30, 2018

When it comes to offering customer support services , there are basically two ways any call center may approach, they can either respond reactively (responding to situations after they have occurred) or proactively (eliminating problems before they have a chance to appear). Though there’s nothing wrong with the first approach and it might even satisfy the customer a well but it won’t be enough to surprise or delight them.

Customer Support 72

Customer Support Self service Feedback Call Center 72

OrecX

JULY 30, 2018

Companies record calls for a several reasons – Regulatory Compliance, Improve Agent Performance, Improve Customer Satisfaction, Dispute Resolution. The growing number of use cases for call recording has companies expanding their use to more and more departments, and in some cases, throughout their entire organization. With this expansion, companies are looking for a more efficient, scalable and cost-effective way to record calls - SIPREC is the answer.

Call flow 93

Call flow Engineering Enterprise Analytics 93

Nexmo

JULY 30, 2018

In call center operations, agents field incoming calls from a wide variety of locations and about any number of topics. A feature of a voice API called “call whisper” can help. But what is call whisper? In a nutshell, the call whisper use case is a scenario where before an inbound call is answered by […]. The post What is Call Whisper and What Can It Do for Your Business?

APIs 83

APIs Call Center Customer Support 83

ShepHyken

JULY 30, 2018

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. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . (Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience.

Customer Service 195

Customer Service Airlines Customer Experience Technology 195

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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.

Callminer

JULY 30, 2018

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91 suppliers each last year, with electricity suppliers hit the hardest. While these numbers are alarming, the report shows that the rate of switching last year is almost three times the average over five years (0.68 suppliers per person).

Coaching 174

Coaching Best practices Analytics Surveys 174

Steve DiGioia

JULY 30, 2018

because one size doesn't fit all. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. I’m flexible and adaptable. I wish more people were like that too (boy, I’ve dealt with some crazies over the years…).

Customer Service 173

Customer Service 173

Topdown

JULY 30, 2018

With respect to customer communications, personalization is extremely important.

Personalization 148

Personalization Customer Experience 148

360Connext

JULY 30, 2018

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience 69

Customer Experience Banking Consulting Consulting 69

Jive

JULY 30, 2018

What factors do you take into account when choosing a new Hosted VoIP system? You probably have features at the top of your list. Pricing is another. Customer support and availability is also critical. However, one factor that often gets overlooked is your provider’s Quality of Service (QoS). If you’re unsure as to what that is, keep reading. What is QoS?

voip 75

voip Accountability Customer Support Management 75

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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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Cyara

JULY 30, 2018

You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money. He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That line is now used in pop culture to mean delivering results. How does that apply to your IVR testing ?

Interactive Voice Response 59

Interactive Voice Response Contact Center Call Center Customer Experience 59

360Connext

JULY 30, 2018

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience 56

Customer Experience Banking B2B Consulting 56

SharpenCX

JULY 30, 2018

Customers don’t think about channels. They think about the questions they have and the answers your agents can provide. They reach out to customer service for quick solutions (correct ones, please!) – that’s what matters – not HOW they reach out. Enter the omni-channel customer experience. Omni-channel connects your contact center channels, so they can [.].

Customer Experience 52

Customer Experience Contact center software Contact Center Customer Service 52

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. After all, who better understands customers than someone who has been working with customers from the moment they are in their final stages of purchasing a product, to onboarding and through expansion and renewal opportunities.

Marketing 50

Marketing Customer Experience Customer centricity B2C 50

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

Education Services Group

JULY 30, 2018

I’d be preaching to the choir if I droned on about the importance of segmenting customers to snag results. That said, in this ever-changing world it is easy to miss the boat on how to effectively do that — even for the biggest data hounds among us. It requires us all to think differently and do differently. THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS.

Metrics 53

Metrics Analytics Accountability Best practices 53

C3Centricity

JULY 30, 2018

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to adopt – or adapt. People. This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers.

Marketing 48

Marketing Customer centricity Advertising Benchmark 48

Tethr

JULY 30, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s sales professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls. Want to learn more about how Tethr is helping sales teams become more successful?

Chief Customer Officer 48

Chief Customer Officer Analytics Sales 48

VocalCom

JULY 30, 2018

Every company’s success depends on understanding customers’ desires. In our modern era of big data and artificial intelligence, it may seem that technology holds the key to determining the best ways to engage customers. However, while these tools offer compelling statistics about behaviors and preferences, they do not necessarily provide a global view of how customers feel.

Journey mapping 48

Journey mapping Contact center software Surveys Feedback 48

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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

ForeSee

JULY 30, 2018

Go beyond surveys: Get insights from proven science One of the things ForeSee is well known for is our web survey, or web intercept. We take pride in that because. The post Link Business Decisions to Business Outcomes with the ForeSee Methodology appeared first on ForeSee.

Surveys 45

Surveys Best practices Analytics 45

ThriveableBiz

JULY 30, 2018

What’s MISSING from market research(Fan Research) for entertainment brands? What are the roadblocks to being more engaging, and actionable? And what to do about those falling response rates, and the same old surveys? I call it the 5 SENSES OF FAN RESEARCH. 1. Purpose 2. Community 3. Fun 4. Value 5. Influence And not forgetting the SIXTH […]. The post The 5 Senses of Fan Research appeared first on cliizii.

Entertainment 40

Entertainment Surveys Marketing 40

Enghouse Interactive

JULY 30, 2018

The world of online banking has changed the way people work with and manage their money. In the past before the development of the Internet and digital services people would go into banks and credit unions to talk to representatives and build personal relationships. Now, the art of customer service has evolved to a more digital experience across the board.

Contact Center 40

Contact Center Banking Finance Self service 40

ThriveableBiz

JULY 30, 2018

What’s MISSING from market research for entertainment brands?What are the roadblocks to being more engaging, and actionable?And what to do about those falling response rates, and the same old surveys?I call it the 5 SENSES OF FAN RESEARCH.1. Purpose2. Community3. Fun4. Value5. InfluenceAnd not forgetting the SIXTH SENSE. Find out more at the end.Being a fan is […].

Entertainment 40

Entertainment Surveys Marketing 40

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

Upstream Works

JULY 30, 2018

Expanded Relationship, New Opportunities, and Simplified Solutions. Today we announced Upstream Works’ expanded partnership with Cisco, as a member of their SolutionsPlus Partner Program. I want to take a moment to highlight the value of this next stage of our Cisco relationship. Upstream Works has been a Cisco Preferred Solution Partner for many years, ever since we introduced Upstream Works for Finesse – an omnichannel Single Agent Desktop powering Cisco Contact Centers.

Customer Experience 60

Customer Experience contact center solutions Contact Center Enterprise 60

Help Scout

JULY 30, 2018

When you first start up your customer service function, you may not need much more than an email inbox. Over time, as your team and your customer base grow, you might add a help desk, a live chat tool, and a knowledge base manager. Then one day you sit down and realize you have 11 different tools with seperate logins, different billing dates, conflicting data formats, and inconsistent behaviors between them all.

Customer Support 40

Customer Support Finance Engineering Personalization 40