CallSource Insights

OCTOBER 1, 2018

How many sales dollars is your dealership losing from poor phone skills? While it is true that the internet has taken up a large part of the consumer’s buying journey, the phone is still key in a prospect’s car buying process. Phone calls are still the initial point of contact with your dealership for 25% of all consumers. 1. During their discovery process, consumers will often call a car dealership looking for more information before stepping foot into the dealership.

Automotive 99

Automotive Sales Coaching 99

InGenius

OCTOBER 1, 2018

Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too. After all, nothing is perfect, and for all the advantages CTI can bring to a business, it can also be highly damaging if the following list of common issues contact cent

Technical Support 183

Technical Support Call Logging Contact Center CRM 183

Aspect

OCTOBER 1, 2018

Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting that 46 per cent of jobs are likely to be “significantly affected” by automation over the next 20 years, it’s not exactly an unreasonable fear to have.

Interactive Voice Response 86

Interactive Voice Response Chatbots Technology Personalization 86

Call Center Weekly

OCTOBER 1, 2018

culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. Corporate culture refers to the shared values, attitudes, standards, and beliefs that characterize members of an organization and define its nature. Corporate culture is rooted in an organization's goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

Morale 164

Morale B2B Customer Experience Sales 164

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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.

Aspect

OCTOBER 1, 2018

Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready business processes, superior customer engagement and huge scope for innovation are spurring companies to scramble towards digital transformation initiatives. .

Technology 105

Technology Enterprise Analytics Metrics 105

Cyara

OCTOBER 1, 2018

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. So, on this sixth annual CX Day—created by the Customer Experience Professionals Association ( CXPA )—I’ve gathered six top insights and observations that I’ve gleaned from Cyara’s customers and fellow CX fanatics over the past year.

Customer Experience 72

Customer Experience Interactive Voice Response Contact Center Call Center 72

Customer Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Benchmark 71

Benchmark Banking Surveys Customer Experience 71

AskNicely

OCTOBER 1, 2018

How to Choose The Best NPS Software For Your Customer Feedback Program. You understand NPS best practices and have a plan in place to create an awesome program that will automate voice of the customer and parlay that into advocacy. You are ready to go from customer conscious to customer powered. That means you need to select an NPS software solution that will help your team execute this great plan and help you hit every best practice along the way.

APIs 60

APIs Surveys Best practices CRM 60

Call Center Pros

OCTOBER 1, 2018

An unsatisfied customer can quickly become problematic. As a business, it’s not uncommon to have to deal with complicated situations, it’s part of the game. But having people who are unhappy is not the end of the world. It can even be beneficial to your business if you know how to manage them. Do you know that old saying that it is not possible to please Greeks and Trojans?

Morale 67

Morale Personalization Management Technical Support 67

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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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Method:CRM

OCTOBER 1, 2018

Podcasts are an excellent resource for people working in sales roles. Much like sales books , podcasts allow sales professionals to learn directly from industry experts, without breaking the bank on conference fees. Podcasts also have the added benefit of timeliness, allowing listeners to stay up to date on the most recent news and advice. For those wanting to improve their sales performance, finding a great sales podcast shouldn’t be a challenge.

Sales 65

Sales B2B B2C Entertainment 65

Answer Dash

OCTOBER 1, 2018

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience. In this article, I will highlight 6 recent tech advances and how some businesses are already using them to influence the customer experience. #1.

Customer Experience 65

Customer Experience Chatbots Technology Personalization 65

Mindtouch

OCTOBER 1, 2018

Ari Hoffman began his career at MindTouch in 2015 as Senior Onboarding Manager. His talent for training agents to speak to customers as humans, rather than script readers, put him on a successful path to onboarding new customers in as little as three months. After spending two and half years as the MindTouch Success Fanatic, his ability to deliver a consistent and engaging customer voice has pushed him into his new role as Head of Customer Success Marketing.

Scripts 59

Scripts Personalization Feedback Customer Service 59

Answer Dash

OCTOBER 1, 2018

In the last decade, humanity has achieved a significant number of technological advance which are bound to make a huge impact in our lives and the way we do business. Some of these tech advances are already in use, empowering businesses with the ability to expand service offerings and enhance customer experience. In this article, I will highlight 6 recent tech advances and how some businesses are already using them to influence the customer experience. #1.

Customer Experience 59

Customer Experience Chatbots Technology Personalization 59

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

C Space

OCTOBER 1, 2018

The Keys to Unlocking NPS. “On a scale of zero to ten, how likely are you to recommend our business to a friend or colleague?”. Tweet. Christina Stahlkopf. Senior Consultant at C Space. Christina Stahlkopf , Ph.D. is a Senior Consultant in C Space’s Boston office and a core member of our global research team. Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. study.

Healthcare 56

Healthcare Consulting Consulting Customer emotions 56

Concentrix

OCTOBER 1, 2018

The post The Need to Think Differently appeared first on Concentrix.

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Mindtouch

OCTOBER 1, 2018

Shelley Reyes has a reputation for making MindTouch customer training a fun experience. As Head of Training, Shelley works with every customer to properly onboard them and teach them how to effectively use the MindTouch product. Customers often provide rave reviews about the way she approaches training and successfully transfers knowledge. Shelley has always had a passion for helping people learn.

Best practices 48

Best practices Customer Service Management Customer Experience 48

Liveops

OCTOBER 1, 2018

Where would we be without customer service? First, what is customer service week? Customer service week is a nationally recognized week-long celebration of the many aspects of customer service. At Liveops, everything we do revolves around customer service with our agents being the heart and soul of our business. I do my best to remember that in my role every day but love the excuse to take a week to share that with many others.

Customer Service 48

Customer Service 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

VocalCom

OCTOBER 1, 2018

For a few years now, the millennial generation has been a prime target for brands looking to reshape their customer experiences. The reason? These young consumers have serious buying power: According to Cone Communications, millennials represent $2.45 trillion in global spending. But if your brand thinks they will open their wallets for any great deal, think again.

Contact center software 48

Contact center software Contact Center Customer Service Customer Experience 48

Topdown

OCTOBER 1, 2018

As access to interactive technology continues to grow and is essentially everywhere today, the ongoing digital revolution touches every part of your customers’ daily lives.

Technology 48

Technology Customer Experience 48

Chip Bell

OCTOBER 1, 2018

Today is Monday, October 1st. National Customer Service Week will be this week–October 1-5. Over the next five days, we will celebrate heroes who deliver over-the-top innovative service. And, I start with a master shoe repair person—David Cooper! I took my beloved Lucchese boots to McMillan’s shoe repair store for new soles and heels. Leaving them in the hands of a stranger was no doubt like leaving your hand built, perfectly restored sports car with a new mechanic.

Customer Service 45

Customer Service Personalization Customer Experience 45

CX Global Media

OCTOBER 1, 2018

Customer Service Week is an international event held the first full week in October. It’s your time to recognize and rally around the people who support and serve customers. To do that, you need to get fit and there’s no better way to do that than a mini boot camp. Creating strong customer relationships and solving customer problems every day requires that you learn to perform at your best – and it helps when it’s fun.

Customer Service 50

Customer Service Coaching Call Center Contact Center 50

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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Chip Bell

OCTOBER 1, 2018

Today is Monday, October 1st. National Customer Service Week will be this week–October 1-5. Over the next five days, we will celebrate heroes who deliver over-the-top innovative service. And, I start with a master shoe repair person—David Cooper! I took my beloved Lucchese boots to McMillan’s shoe repair store for new soles and heels. Leaving them in the hands of a stranger was no doubt like leaving your hand built, perfectly restored sports car with a new mechanic.

Customer Service 40

Customer Service Personalization Customer Experience 40

Rant And Rave

OCTOBER 1, 2018

A hero, a quest, a spectacular finale that gets the audience cheering on their feet… we all know the power of a good story. In the world of CX, stories are everywhere – whether that’s the customer’s journey, the brand narrative, or even tales from your frontline heroes.

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Creative Virtual

OCTOBER 1, 2018

By Mandy Reed, Marketing Manager (Global). Happy Customer Service Week! Today marks the first day of the annual week-long international celebration of the importance of customer service and the people who serve and support customers on a daily basis 365 days a year. Delivering five-star customer service experiences doesn’t happen by accident. It takes careful planning, execution and cooperation across the organisation.

Customer Service 40

Customer Service Virtual Agent Chatbots Self service 40

Language I/O

OCTOBER 1, 2018

Language I/O pitched to a group of folks at the Wyoming Technology & Business Center Friday and was granted a spot in the incubator

Technology 40

Technology 40

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

Journey mapping

Myra Golden Media

OCTOBER 1, 2018

Customer Service Week is a fantastic time to celebrate the VIP employees who take care of your customers, and it’s the perfect week to go all out for your customers. But, if you want your employees to take your focus seriously, and if you’re going to create a customer service culture, you need to also: -Have fun days designed to bring energy to your team throughout the year.

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Customer Service Customer Experience 35

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments.

Customer Experience 63

Customer Experience Marketing Surveys Feedback 63

VHT

OCTOBER 1, 2018

While technology is advancing throughout nearly every industry, it is evolving at an amazingly fast pace in the realm of contact centers. In fact, technological innovations are changing how customer service is being delivered in ways that are dramatically impacting the customer experience. In 2018, the emergence of solutions that incorporate technologies, including artificial intelligence and machine learning, have propelled businesses of all sizes to redefine service and customer success.

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Contact Center Technology Analytics Surveys 67