Monet Software

JANUARY 30, 2020

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. Turns out, being okay with the cafeteria menu, while tangentially linked to overall engagement, is not equivalent to being emotionally committed to a job.

Contact Center 71

Contact Center Employee engagement Coaching Call Center 71

Tethr

JANUARY 30, 2020

Disruptive technologies have been fundamentally reshaping the way we work for decades. The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world. This is also true with the call center quality assurance function. But has the time come to reevaluate the usefulness of the call center QA function altogether?

Call Center 82

Call Center Scripts Average Handle Time Entertainment 82

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.

Accountability 63

Accountability Management Upselling Enterprise 63

Contact Center Pipeline

JANUARY 30, 2020

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar. It’s also the type of information that holds great appeal for contact center professionals who pushed four of our recent industry forecast editorials to the top of our most-read blog posts […].

Contact Center 195

Contact Center Technology Call Center 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.

ProProfs Blog

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.

B2B 204

B2B Banking Personalization Employee engagement 204

Peter Lavers

JANUARY 30, 2020

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust. He undertook his Doctorate at Southampton University, focusing on Trust as a dynamic within B2B customer and intermediary relationships. Mark has put his heart and soul into achieving this, and it confirms him as a top thought leader in the subject - as well as being a long-established expert in B2B C

B2B 130

B2B Customer Experience Management Customer centricity 130

Customers That Stick

JANUARY 30, 2020

In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. [link]. About Finish. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

Customer Service 113

Customer Service Customer Experience 113

Inbenta

JANUARY 30, 2020

The tourism industry, an ever-changing sector. The face of tourism has evolved a lot in the past decades. Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. As shown in a study conducted by Expedia, people end up visiting 38 websites on average while planning their travels and increasingly look for personalized offers and travel plans.

Chatbots 121

Chatbots Self service Feedback Customer centricity 121

Talkdesk

JANUARY 30, 2020

Talkdesk’s CMO shares five reasons why you should attend Opentalk 2020, the premier CX conference, April 22-23 in San Francisco . Opentalk® is a must-attend event for anyone passionate about customer experience (CX). Join other CX innovators and Talkdesk® customers on Pier 35 from April 22-23 to be inspired and energized with customer-obsessed ideas to take back to your own company.

Customer Experience 99

Customer Experience 99

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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

Surveys

Nicereply

JANUARY 30, 2020

In the first half of 2019, we introduced a few new Analytics features including open & response rate, brand new dashboard, and updated metric overview. This time we focused on improving your staff management. The latest Nicereply product update contains a modified Staff section of your Nicereply account that allows you to better manage your agents, teams and things or actions.

Management 94

Management Analytics Accountability Feedback 94

Ansafone

JANUARY 30, 2020

Businesses are always trying new ways to improve the customer service experience. One of the most successful ways is an Omni channel approach. This is a powerful way to cater to a customer’s specific needs while giving them the choice of how they wish to communicate. We’re going to break down why Omni channel service … Why Omni Channel Service is the Optimal Solution Read More » The post Why Omni Channel Service is the Optimal Solution appeared first on Ansafone Contact Centers.

Contact Center 87

Contact Center Customer Service 87

Toister Performance Solutions

JANUARY 30, 2020

Scaling culture is a big challenge in customer-focused organizations. It's easy when there are just a handful of employees. The boss is also the owner, chief executive, and head culture cheerleader. The culture is easy to discuss, share, and reinforce when the group is small. Those dynamics change as the company grows. Different departments are created.

Finance 87

Finance Customer Service 87

Spearline

JANUARY 30, 2020

Call centers are the core of today’s industry. Every successful company has a call center to manage the problems of the customers, but it’s vital to ensure that experience runs smoothly for the customer. Sometimes things can get difficult on the journey of resolving the problem, which can easily result in customer churn, even if the problem has been sorted by the agent.

Customer Experience 86

Customer Experience Call Center Feedback Management 86

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

Interactions

JANUARY 30, 2020

Discussions about digital transformation are overtaking the boardroom as the consumer landscape continues to evolve. Brands are feeling the pressure to respond to rapid advancement in technologies, changes in the ways consumers communicate with businesses, and consumer expectations of 24/7 accessibility. . CX focus in digital transformation. When it comes to digital transformation, the focus of many strategies centers around improving customer experience.

Chatbots 77

Chatbots B2C Customer Experience Analytics 77

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. One way of looking at it is that Account Managers operate reactively often within a sales environment and with a focus on renewal and expansion, while Customer Success Managers (CSMs) pay close attention to customer behavior and health.

Accountability 71

Accountability Management Upselling Enterprise 71

Jon Arnold

JANUARY 30, 2020

That’s the title of my latest post on BCStrategies , and if you followed my earlier posts and tweets about this event, I think you’ll find my takeaways here of interest. As a long-time BC Expert and regular contributor to our portal, I saw lots of examples in Chattanooga where consumer-based applications of AI-driven voice could translate for enterprise collaboration.

Contact Center 73

Contact Center Enterprise 73

HelpCrunch

JANUARY 30, 2020

We're collected 5 best knowledge base software for every use case and taste, so that you can create your knowledge base right away. The post 5 Best Knowledge Management Software appeared first on HelpCrunch blog.

Management 62

Management Customer Service 62

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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

Noble Systems

JANUARY 30, 2020

Over the last ten years, speech analysis has been catapulted into a future we did not expect. In the beginning, the state of the art was represented by IVR phone trees which could barely understand the words “yes” or “no.” Now, one out of every four Americans has a conversational smart speaker. Technology has changed that fast. Of course, the applications at use in the enterprise far outstrip the consumer-grade technology of an Amazon Echo or a Google Home.

Analytics 66

Analytics Enterprise Interactive Voice Response Contact Center 66

Advantage Communications

JANUARY 30, 2020

Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.

Contact Center 59

Contact Center Technology Customer Experience 59

CSM Magazine

JANUARY 30, 2020

The tools, systems and ideas revolutionising the world of Customer Experience will be taking the UK by storm on the 18th & 19th of March 2020, when the Customer & User Experience Expo has its highly anticipated return to ExCeL London. Industry experts from the likes of RingCentral, Zendesk, Genesys and 8×8 will be on hand to enlighten visitors with the very best customer and user experience guidance available; while an array of the industry’s biggest brands and most innovative suppl

Education 52

Education Customer Experience Customer Service 52

ChaseData

JANUARY 30, 2020

The idea of new technology for your contact center can be exciting. Actually launching that technology ? Not so much. Why do so many call center managers balk at the idea of introducing new software and programs in their facilities? A big part of the reasons is because the user adoption process can be slow and arduous. Far too many centers suffer major declines in productivity and profitability due to problems implementing new technology.

Call Center 52

Call Center Contact Center Technology Management 52

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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Salesmatch

JANUARY 30, 2020

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Language I/O

JANUARY 30, 2020

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Etech

JANUARY 30, 2020

Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line of contact with the consumer, meaning the client’s first impression of corporate vision and culture is through a chat or phone conversation. Therefore, it is crucial that these interactions are well-crafted and do not put off potential customers.

Management 62

Management Call Center Call Logging Contact Center 62

Etech

JANUARY 30, 2020

Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line of contact with the consumer, meaning the client’s first impression of corporate vision and culture is through a chat or phone conversation. Therefore, it is crucial that these interactions are well-crafted and do not put off potential customers.

Management 62

Management Call Center Call Logging Contact Center 62

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