Mon.Aug 27, 2018

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How CTI Can Help Contact Centers Get the Most from Their Data

InGenius

A look at how CTI can add value to your data and help you stay ahead of your competitors. With the rise of digital transformation and the huge technological advancements that have occurred over the last decade, the relationship a business has with its customers is more intimate than ever and computer telephony integration (CTI) is a solution that complements this bond.

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Try These 2 Things To Foster Rapport Over the Phone with Customers

Myra Golden Media

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. In the past, I’d just hang out in the back of the room, and I’d approach the front only after I was introduced. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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5 Top Customer Service Articles for the Week of August 27, 2018

ShepHyken

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. How Companies Thrive by Making You Obsessed by Tiffani Bova. (Medium) Customer service is still king. My Comment: Tiffany Bova is smart, and I’m especially excited about her new book, Growth IQ.

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Customer Success Personas and How to Leverage Them

Amity

At Amity, we define persona as a description of a type of customer, including associated job titles, work responsibilities, current goals, pain points, etc., based on research of existing customers. You’ve probably heard of personas helping teams segment prospects and customers in a Sales and Marketing context. However, personas don’t need to be exclusive to those teams.

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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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Inside the Modern Chatbot

Revation Systems

As unified communications (UC) continues to undergo its own digital transformation alongside healthcare and banking, chatbots have emerged as a key player in the next phase of simplified communications. While some worry that technology like chatbots or artificial intelligence (AI) will jeopardize the “humanness” of certain industries, it’s quite the opposite.

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The Golden Rule For Growth: Be Nice

AskNicely

Business survival and success are inextricably connected to growth. This makes finding new avenues to accelerate growth a high priority. While many go-to strategies and tactics employed today are rooted in shrewdness and sheer cunning, what if the next disruptive idea is simply to be nice? Growing Your Business Needs to be More Than “Going Viral”. CEOs, COOs and CMOs are all looking for ways to grow their business.

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How to Use Phone Metrics to Make Better Business Decisions

Jive

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. Only they could afford the collection services and analysts necessary to transform the data into a story and an agenda.

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Intranets Suck: Here’s What the Future of Internal Knowledge Looks Like

Relay Blog

Intranets were once considered the best way to share company information internally. Today, however, the. The post Intranets Suck: Here’s What the Future of Internal Knowledge Looks Like appeared first on Relay.

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What is Customer Engagement?

Mindtouch

A good amount of customer support interactions begin with the three simple words: I don’t know. And when customers don’t know how to resolve an issue, they tend to initiate some kind of support interaction. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. It’s a natural part of the customer journey.

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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!

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Sonetel Review and Pricing

Avoxi

Occasionally, potential customers ask us which virtual number service we would we recommend if they wanted to know their options. Since we believe nobody delivers the overall quality, worldwide coverage, or competitive pricing that AVOXI does, we don’t mind offering a list of competitors for comparison. Today, we're making that process easier by showcasing Sonetel… The post Sonetel Review and Pricing appeared first on AVOXI.

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5 Obstacles to Customer Service Success

VocalCom

For a brand to achieve success, it must close the gap between customer expectations and experiences. All too often, brands speak of being customer-centric in their approach but fail to implement practices that actually satisfy their customers’ needs. The best customer service is effortless and offers a personal touch, and brands that follow these principles gain a considerable advantage over their competitors who fail to do so.

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Building your own Women in Technology group doesn’t happen overnight!

Aspect

Recently I was asked to speak at the St Louis Women In Tech Exchange – A community for any woman in technology looking for a tribe to share, empower, energize, and support. This group is spearheaded by Ladan Kamfar , Digital Collaboration Lead with Monsanto Company. Ladan has done an amazing job creating an open, positive, and inspiring environment.

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Many E-Commerce Sites Are Stupid

The Center for Client Retention

E-commerce sites don’t make sense. In many cases they look like every other site, cluttered and not easy to search for the Contact Us number. If a telephone number can be located, it is usually buried in a maze of other categories or only available through the company’s search engine. Even when you find a telephone number to call, the menu options make it almost impossible to ask a basic question about a product.

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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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Customers Can’t Live on Automation Alone

Education Services Group

Is it possible to have too much of a good thing? If we’re talking about time at the beach or the love of a puppy, I’d argue the answer is no. However, when it comes to automation in Customer Success (CS), I say yes, and science is in my corner. Fundamentally, it’s proven that the most rewarding experiences involve other human beings. In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collabora

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With Call Tracking, Your Auto Dealership Will Achieve Better ROI

CallSource Insights

Phone calls are important for your business – and that’s why the phones need to be tracked. Gone are the days where consumers simply drive by car dealerships and happen upon the one closest to them to choose a car to buy from. With the phone and internet at our fingertips, consumers do a lot of their own research before purchasing a vehicle. Yes, know this already but we can help—just keep reading.

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Voice Security Predictions in the Age of IoT

pindrop

The post Voice Security Predictions in the Age of IoT appeared first on Pindrop.

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PPT Solutions Expands Executive Team Appointing John Smiley as Vice President of Enterprise Solutions

ppt solutions

TULSA, OKLAHOMA, Aug. 27, 2018 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the addition of Customer Experience and Information Technology veteran John Smiley as Vice President of Enterprise Solutions. With extensive contact center operations experience.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Making Customer Service Your Competitive Advantage

DigitalGenius Blog

Businesses often seek to differentiate on the basis of one of several strengths they can call their own. It might be product innovation, price, or some distribution or branding advantage that they have above and beyond their competitors - and yet every company, consumer- or business-facing alike, has a customer support function in some shape or form.

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10 Best Customer Service Books You Need To Read In 2018

Call Center Pros

‘’The customer is always right.’’ We all have heard that before. But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. How can you learn all you need to know to make your customers happy?

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Voice - New and Improved, Thanks to AI - and Future of Work Expo Shout-Out, Part 2

Jon Arnold

Well, this worked out well. I've been writing a column for TMCnet - Rethinking Communications - for a few years, but after shifting recently to a quarterly publishing cycle, there have been longer gaps for my articles. My latest article was just published the other day, and as the title suggests - Voice - New and Improved, Thanks to AI - the topic fits quite well with the Future of Work Expo coming up next January.

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ZOOM International is now on Cisco SolutionsPlus

Zoom International

The Cisco Ecosystem Gains a Unique World-Class WFO in the Contact Center Portfolio.

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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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Future of Work Expo - Early Shout-Out and Call for Speakers

Jon Arnold

This conference isn't for a while - end of January - but it's a good time for an early shout-out. I've been regularly attending and moderating sessions at TMCnet's ITExpo for many years, with the next edition marking the show's 20th anniversary, so it's a big one. That's many lifetimes in Millennial years, and it may be hard for digital natives to fathom that anything in tech can last 20 years, but Rich Tehrani and company have found the formula, and they're still going strong.

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Why the best contact centers ignore survey scores

CX Global Media

I believe in the human spirit and that we can overcome some of the most difficult obstacles with the proper mindset and approach. When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. I am an even bigger believer in the unconventional and creative ways to overcome obstacles.

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5 Coaching Techniques That Will Move the Needle

Customer Service Life

This article was originally published on the ICMI blog on June 13, 2018. Click here to read the original. While I’ve certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.

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Don’t Miss the CRM Event of the Year

Totango

Join Totango at SAP Customer Experience LIVE in Barcelona! In today’s world, customers expect tangible value from their relationships with vendors; businesses need to generate profits and growth. To meet both customer needs and business demands, companies not only need a single view of the customer, they need to cultivate and manage a relationship that extends beyond the initial sale.

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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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Is Social Media in the Contact Center the New Black?

NICE inContact

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017.