Wed.May 15, 2019

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What Is Customer Churn Rate, and How Do You Avoid It?

Ansafone

Businesses are obsessed with numbers like customer churn rate. They have to be. Performance numbers directly reflect the state of any particular business. Important numbers about material costs, inventory, logistics and production rates are all used to measure current company conditions. Hidden in among all the numbers, graphs, and charts is the most significant number … What Is Customer Churn Rate, and How Do You Avoid It?

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7 Benefits of Using an LMS in Your Call Center

Playvox

Every successful call center relies on a good team. You can offer exceptional products or services at killer prices, but if you hire the wrong employees — or simply fail to manage the right ones properly — you’re very unlikely to see the results you hope for.

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Creating an excellent live chat experience for your customers

5CA

Even though phone an email are still the most used communication channels across demographics; live chat continues to gain traction with 44% of millennials and 43% of Gen Z using it to get in touch with companies ( source ). For customers, it provides immediacy when they want to resolve an issue. For companies, it is an excellent way to cut down costs, increase sales and generate leads.

Sales 40
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Being the Bearer of Bad News

ShepHyken

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.

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The 2023 Verint Experience Index: Retail

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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Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority. Because of that, everyone else’s ears perk up a little bit, the notebooks and pens come out to scribble down the firehose of information being shared, and […].

Analytics 145

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Is Your Chatbot Conversational? Here are 7 questions you need to ask

Interactions

What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal. Because of this demand in conversational marketing, we have seen companies introduce chatbots that speak to customers in a seemingly conversational way.

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Forward a Call via Voice Proxy with PHP

Nexmo

Today’s post shows you how to proxy a voice call so that it appears to come from another number. This is not as dubious as it sounds: there are many compelling business reasons why you might want to hide a caller’s real number from other parties in the call. A classic example is an online taxi service. To make the booking experience as smooth as possible, you want your customer and driver to be able to communicate with each other.

APIs 91
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Your Customer’s Priorities Drive the Customer Experience

Kristina Evey

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey.

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Removing unnecessary costs from your call center operations

TRUSTID

Your contact center is one of your top customer resources. Your customers depend on it whenever they have a problem or need an answer to a question. With hundreds, or maybe thousands, of customers relying on your call center each day, how much are you paying for each call? The answer could be impacting your annual profits. On average, it costs call centers about a dollar a minute when your telephone agents are on the phone.

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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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Which sectors do consumers trust most for CX?

Eptica

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. Author: Pauline Ashenden - Marketing Manager If you don’t build consumer trust in your brand, you risk undermining customer loyalty and damaging sales revenue. According to our 2019 Digital Trust study , over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them.

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Q&A With ADP’s Sarah Schreiner: How To Make Your Customer Advocate Community Service Your Entire Business

Influitive

You may have heard of customer advocacy and see it as a function belonging solely to Marketing, when in fact, its results can be used to bolster other departments like Customer Success, Sales and Product Development. A well-managed customer advocate community can be your go-to source when you need anything from referrals, to references, to. The post Q&A With ADP’s Sarah Schreiner: How To Make Your Customer Advocate Community Service Your Entire Business appeared first on Influitive.

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And the BIG Excellence in Customer Service Awards Winners Are….

Bright Pattern

Last week, the Business Intelligence Group announced its list of 40 brands leading the way in customer experience. The Business Intelligence Group recognizes those who are helping companies better communicate with their customers and innovate the customer experience through people, process, and technology.

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Growth Hacking — What It Is, Why You Need It, and How to Do It

NICE inContact

If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s why smart leaders look for “growth hacks!” A growth hack is a tactic that allows you to work smarter so that your efforts deliver even greater results.

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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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Leaders Need to Show, Not Just Say

CX Journey

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:

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Interactive Data is the Future, Here’s Why

Interaction Metrics

Image source: pexels.com. Interactive Data Motivates Teams. Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here’s why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation.

Metrics 48
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Collaboration Might Be Your Silver Bullet

Strategic Contact

When customers call, they inevitably want answers or resolution, and they want it quickly and easily; agents want to give it to them too! You and your customers’ goals align: Reduce hold time and handle time Achieve first contact resolution (FCR – more simply, “closure” to them) Provide/get a speedy response that everyone can be.

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Interactive Data is the Future, Here’s Why

Interaction Metrics

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what

Metrics 48
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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 Best 8 Help Desk Softwares in 2019

Nicereply

If you really want to level up your business, remember that investing in your customer teams is coming with big returns accordingly. People love talking about their experience whether it’s positive or negative. If they love what you did for them, they will always come back for more. On the other hand, if their problem was not resolved, they may spend the majority of their time spreading negative words about service you provided.

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Interactive Data is the Future, Here’s Why

Interaction Metrics

Measuring the customer experience is crucial, but visualizing that measurement with interactive data is equally important. Here's why: dynamic data motivates teams to take action and facilitates collaboration across departments. Without productive next steps there is no customer experience improvement, much less customer experience transformation. So, whether you use customer surveys, mystery shopping, or customer service evaluations to measure the customer experience, interactive data are what

Metrics 48
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Jeff Toister Keynote at ICMI Contact Center Expo 2019 – Hidden Obstacles to Outstanding Customer Service

CX Accelerator

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs. New software and solutions are dazzling and daunting in equal measure. While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already.

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Guest Post for Talkdesk - WFM: the Customer is Always Right

Jon Arnold

Those who follow my blog and/or newsletter will know that I get approached to write guest posts for vendor sites, When the stars line up, I’m happy to oblige, and Talkdesk is the latest example. We’ve been exploring various ways of working together, so this is hopefully the first of many posts you’ll see from me with them. My first guest post is about their recently-announced workforce management offering, and what their cloud-native approach brings to this core building block for contact center

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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3 Reasons to Attend the Amazon Connect Bootcamp in Amsterdam

Calabrio

Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. In order to help accelerate this cloud transformation, Calabrio and VoiceFoundry, a leading AWS Advanced Consulting Partner, are joining forces with Amazon Connect to

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Network Insights: Popularity (Part 2 of 3)

Whitepages Pro

In part two of this blog series ( did you miss part 1? Read it now! ) we’ll share more in-depth details about the merchant popularity attribute surfaced in network insights panel within Pro Insight. Merchant popularity – the number of merchants where an attribute has been seen in recent transactions. In our Pro Insight solution , you’ll find the popularity attribute located in the middle column of the network insights panel.

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Are you keeping your customer promise? [Infographic]

Maru Group

Brand promises and customer commitments are core components of telecom customer experience strategies, helping to differentiate brands in a busy marketplace and drive future customer loyalty. But failing to keep customer promises carries long-term risks for businesses – and a key talking point at the recent CX Exchange for Telecoms. Using our agile survey tool, Maru/Matchbox investigated real-time customer perceptions of brand commitments within the sector, uncovering how telecoms brands c

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Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center

Talkdesk

Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new. I shopped for a car online, using specific criteria I had identified, and then waited until I found the exact match BEFORE I went to the dealer to test drive and ultimately purchase the car.

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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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USAN Announces New Amazon Web Services Designation: Connect Service Delivery Partner

USAN

USAN announced today that it has achieved the Amazon Web Services (AWS) Service Delivery Partner designation for Amazon Connect, recognizing that USAN improves customer experience and outcomes by identifying customer pain-points and designing a solution based on Amazon Connect and other AWS services. Achieving the Amazon Connect Service Delivery designation differentiates USAN as an AWS Partner Network (APN) member that provides specialized demonstrated technical proficiency and proven customer

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Shift Drives Better Customer Experience with Talkdesk Enterprise Cloud Contact Center

Talkdesk

Buying a car used to be on the top list of things I did not like to do, mostly because of the pressure from the salespeople. But in 2014, I tried something new. I shopped for a car online, using specific criteria I had identified, and then waited until I found the exact match BEFORE I went to the dealer to test drive and ultimately purchase the car.

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How Smith Thompson Handles Multiple Customers at a Time

Quiq

In business since 1978, Smith Thompson provides home security, wireless monitoring, and pest control. The company is proud to say that it is entirely US-based, requires no contracts, and they do everything in-house. From sales and installations to monitoring and service, this Plano, Texas-based company takes care of its customers from beginning to end.