Food for thought: Three key trends in the digital customer journey
TELUS International
JUNE 18, 2019
Tue.Jun 18, 2019
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Why Use a Warm Transfer in a Call Center?
ChaseData
JUNE 18, 2019
The feeling of being passed from one call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a facility when you have to repeat the same information to every person you are repeatedly transferred to.
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8 Follow Up Questions You Can Ask Your Customers After CSAT/NPS/CES
Nicereply
JUNE 18, 2019
Use follow up questions to find additional nuance and add some qualitative color to traditionally numbers-heavy reports. Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.
Amazing Business Radio: Mary Drumond
ShepHyken
JUNE 18, 2019
Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions.
Reimagine Your Communications With A Unified Platform
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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.
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
Contact Center Pipeline
JUNE 18, 2019
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons. But one analyst is noting a pattern that has nothing to do with balance sheets […].
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Four Reasons Why a Personalized Customer Service Experience is Important
Fonolo
JUNE 18, 2019
Today’s customers are savvier than ever before and one thing many of them are are looking for is a custom experience tailored specifically to their individual needs. A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Companies with personalized customer service see a decrease in operational costs, more efficient call center agents and higher levels of customer satis
O baseball e o mito da precisão ao se prever a força de trabalho
Aspect
JUNE 18, 2019
Yogi Berra não sabia muito sobre contact centers, mas parece que ele teve uma grande visão da primeira fase do processo de planejamento da força de trabalho quando disse: “É difícil fazer previsões, especialmente sobre o futuro.” O fato é que o complexo processo de planejamento da força de trabalho começa com uma previsão do futuro volume de contatos (canais de voz inbound e outbound, e-mail, bate-papo, SMS, vídeo, back office, etc.) que o contact center encontrará em um determinado dia e moment
My History Of Enterprise Transformation And XM
Customer Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.
El béisbol y el mito de la precisión en los pronósticos de WFM
Aspect
JUNE 18, 2019
Yogi Berra no sabía mucho sobre centros de contacto, pero parece haber tenido una gran visión de la primera fase del proceso de planificación de la fuerza de trabajo al haber dicho que: “Es difícil hacer predicciones, especialmente sobre el futuro” Lo cierto es que el complejo proceso de planificación de la fuerza de trabajo comienza con una previsión del volumen futuro de contactos (voz inbound u outbound, correo electrónico, chat, SMS, video, back office, etc.) que el centro de con
The Verint Experience Index: Retail
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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
What is an Effective Employee Onboarding Process?
Toister Performance Solutions
JUNE 18, 2019
A friend of mine recently started a new job. It's not going well. She was gung-ho at first. The new gig represented a step up from her previous position, the work seemed challenging, and she felt the new company had a lot to offer. Then reality set in. The company's onboarding process was disjointed, and left my friend without the support and training she needed to fit in.
5 Things your WFM Team isn’t telling you
teleopti
JUNE 18, 2019
As contact centers continue to grow in both size and scope, so does the layers of management involved. Unfortunately, this also means that communication from the operational levels tends to get muddled. It should come as no surprise that there are certain things that aren’t making their way up the ladder for various reasons. Teleopti WFM Evangelist Dave Hoekstra takes a look at some of them, along with some questions management can ask to help get the full picture.
Move Over Millennials, Generation Z is Here
Noble Systems
JUNE 18, 2019
Just when companies were starting to feel confident in their understanding of Millennials, along comes a new generation entering the workforce — Generation Z. Loosely defined as those born between 1994 and 2010, Gen Zers have unique characteristics that companies will need to learn about and accommodate. Considered to be the first generation of digital natives, Gen Zers were born and raised with high-speed internet, smartphones, instant and unlimited access to news and social media.
Want to Achieve Omnichannel Nirvana in Your Contact Center? Unthink it! [Webinar Recap]
SharpenCX
JUNE 18, 2019
The red badge showing the surmounting number of unread emails rotting in your inbox grows to 1,793. Your desk phone is ringing off the hook, often going unanswered. The phone buzzing in your back-pocket is flooded with new text messages. Read More. The post Want to Achieve Omnichannel Nirvana in Your Contact Center? Unthink it! [Webinar Recap] appeared first on Sharpen Contact Center Software.
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.
Remote Interpretation Industry Standards: Transparent Pricing and Offerings
Voiance
JUNE 18, 2019
Businesses and government agencies in the market for remote interpretation services can and should take per-minute price into consideration. Budgets are often tight, and savings on one line item can help offset others. The trouble starts when the procurement team decides to shop on price alone. Anticipated savings from a low, per-minute cost may never materialize if the total cost of ownership for the service is higher than expected.
How to Onboard New Clients in the Customer-Centered Economy
Totango
JUNE 18, 2019
Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent. There would be a dedicated customer success team that would help you learn to use all the features.
It’s Not Picture Day!
Chip Bell
JUNE 18, 2019
Jim Collins is credited with the line, “Good is the enemy of great.” I would like to add another axiom: “Perfection is the enemy of excellence.” Now, don’t get me wrong, there are clearly areas where perfection should be the minimum standard. If my surgeon is doing surgery on what’s inside my skull or the pilot is landing the plane in which I am a passenger, I want absolutely zero defects.
Why not why?
C Space
JUNE 18, 2019
Why not why? Identity is slippery. In many ways it’s humanity’s central question. With the rise of purpose-driven advertising, it seems that the identity question applies to all companies too. Dr. Nick Coates explains (with a little help from Lewis Carroll) how brands can figure out what they stand for. Tweet. Christina Stahlkopf. Associate Director at C Space.
The Open CCaaS Advantage Report
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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.
Make time to understand your customers’ needs
Nuance
JUNE 18, 2019
We spend a lot of time speaking to our customers, trying to understand the problems they are looking to solve, from obstacles they may face as a result of heavy reporting demands, issues surrounding employee burnout, to the impact of inefficiencies in their documentation workflows. Listening to customers carefully can help us work with them […] The post Make time to understand your customers’ needs appeared first on What’s next.
Best Cloud PBX Solution for Small Business
Avoxi
JUNE 18, 2019
High costs, security issues, features you don’t need, and poor call quality are all common complaints with some cloud PBX systems. How do you decipher which provider is the best? Fear not! We are here to help, and have put together an article highlighting some of the best cloud PBX providers for small business. Every… The post Best Cloud PBX Solution for Small Business appeared first on AVOXI.
Hosted vs On-Premise Solutions for Your VoIP
Jive
JUNE 18, 2019
VoIP allows companies to save money and boost their productivity , as well as their efficiency. However, companies should also be aware that they have hosted and on-premise VoIP solutions as options. Both hosted and on-premise VoIP solutions are effective, reliable communication systems that offer different benefits. So, which one is best for your company?
Top 5 Things Video Remote Interpreters Can’t Live Without
Certified Languages International
JUNE 18, 2019
If you peruse the desk of a video remote interpreter, you would find the generic office-y items that litter the space of most office workers: documents, pictures of friends or loved ones, plants, dirty dishes. While the knick-knacks may look familiar, the must-have items VRI interpreters need in order to do their jobs effectively may not (coffee aside, of course).
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!
24-7 Intouch Is Expanding Into Colombia!
24-7 InTouch
JUNE 18, 2019
24-7 Intouch is excited to announce our most recent expansion into Bogota, Colombia!
How To Capture Business Outcomes During a Quarterly Business Review (QBR)
Squelch
JUNE 18, 2019
The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. With it, customers can either choose to retain your services as a business or simply churn and choose another. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level.
WEBTEXT Brings Smart Messaging To Mitel Contact Center
Webtext
JUNE 18, 2019
AI chatbot escalation – Escalate AI bot conversation to a live Mitel contact center agent via the most popular messaging channels, including, SMS, MMS, Facebook Messenger & Twitter [link] 2-way Messaging – directly with a Mitel agent IVR Voice deflection to a chat agent – ability to automatically deflect voice calls to a digital channel […].
HIPAA vs. HITRUST — and Why it Matters
Revation Systems
JUNE 18, 2019
HIPAA and HITRUST were designed as regulations and standards for ensuring that patient information is confidential and protected. Although these two terms are often used synonymously to discuss data protection, they are quite different — and bring a different value to digitally transforming industries beyond just healthcare, including banking. HIPAA consists of several compliance regulations that healthcare organizations are required to meet, and HITRUST is a data security certification that tie
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
A Bonus Lesson from Listen or Die
PeopleMetrics
JUNE 18, 2019
One year ago today, I launched my book, Listen or Die: 40 Lessons that Turn Customer Feedback into Gold ( check it out on Amazon! ). The goal of the book was to share best practices on how to create a great Voice of Customer (VoC) program. Over the past year, another lesson has emerged that I would like to share with you. This bonus lesson is that the very best CX leaders are focusing on being more human , not providing more technology.
Why Are We Making Information Security So Hard?
ConvergeOne
JUNE 18, 2019
I often hear from folks that in general, small and medium-sized businesses lack a strategy and proper controls, but the big guys have it covered. Well, it might surprise you to learn that 30% of large enterprises state they still lack an overall information security strategy – and we’re talking huge, $25+ billion companies. Overall, 44% of enterprises report they lack a fundamental strategy.
Top 5 Things Video Remote Interpreters Can’t Live Without
Certified Languages International
JUNE 18, 2019
If you peruse the desk of a video remote interpreter, you would find the generic office-y items that litter the space of most office workers: documents, pictures of friends or loved ones, plants, dirty dishes. While the knick-knacks may look familiar, the must-have items VRI interpreters need in order to do their jobs effectively may not (coffee aside, of course).
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