UJET
OCTOBER 11, 2018
When customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience. When you're able to connect with customers, provide them with personalized support, and interact in the support channel that best suits their current problem, that's an even better experience.
Liveops
OCTOBER 11, 2018
Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant. However, they came at the expense of deteriorating customer satisfaction. Foreign-based agents, while often skilled and well-educated, present communication challenges which can hinder their ability to help callers in all the dynamic
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked.
Beyond Philosophy
OCTOBER 11, 2018
We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.
Advertisement
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.
Micah Solomon
OCTOBER 11, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
OCTOBER 11, 2018
Taylor Reach assists currency investment firm in acquiring new telephony platform. The Taylor Reach Group, Inc., announces a new telephony project for a world leader in international currency exchange. Working with individual and corporate investors, as well as handling foreign exchange transactions for businesses, creates a highly demanding customer experience environment.
Concentrix
OCTOBER 11, 2018
Transitioning Client to Social Media Powerhouse Wembley, UK – Concentrix Won the UK Customer Experience award in the category of Best New Improved Product or Service. The post UK Customer Experience Award Goes to Concentrix appeared first on Concentrix.
Aspect
OCTOBER 11, 2018
Editors note: A ‘bazillion’ is not an actual monetary denomination. Unless you are a Hawaiian-based Veterinarian, you may have missed the story of the rogue Gecko dialer who dialed a Kailua-Kona, Hawaii marine mammal animal center. Apparently unfamiliar with the Telephone Consumer Protection Act (TCPA) which restricts telemarketing calls via voice, SMS texts, or fax, the mischievous lizard rang the center’s main number multiple times.
InTheChat
OCTOBER 11, 2018
It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of communication ever on the rise. Unfortunately, the. The post Infographic: Customer service chatbots in 2018 – trends and facts to know appeared first on InTheChat.
Advertisement
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
Aspect
OCTOBER 11, 2018
Smashing the scourge of overtime. Many a manager and business leader has to deal with the challenge of overtime at some point in their careers. From an employee’s perspective it can be a positive, with those few extra pennies making a difference when staff decide to put in an extra few hours on the job. From a financial and general business perspective though, overtime can be something of a nightmare.
Noble Systems
OCTOBER 11, 2018
Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some industries, including detail, customer service and hospitality, are now seeing turnover rates between 30-40%. What is even more frightening, Bersin cites, is that the true price of the loss of an employee can be as high as 1.5-2X their annual salary.
Concentrix
OCTOBER 11, 2018
Concentrix Shines in Excellence in HR Analytics New Delhi, India – Concentrix was recognized for their achievements in HR Analytics at the 2018 SHRM India Excellence. The post SHRM Awards Concentrix for Excellence in HR appeared first on Concentrix.
Centriam Customer Experience Lab
OCTOBER 11, 2018
The shopping habits of millennial's are a perpetual source of anxiety for retailers. Within the past week, the Economist discussed how established companies can win over these customers, and Deloitte released the results from their 2018 Millennial Survey Report. The crux of the matter is that many retailers are finding it difficult to connect with mi llennial shoppers.
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.
SharpenCX
OCTOBER 11, 2018
Whether you’re new to the customer service industry or have been around the block a few times, there’s no shortage of industry terms, abbreviations, and metrics to remember. From SLA and CX, to CSAT and FCR, how can you keep. Read More. The post The Ultimate Cheat Sheet for Key Terms for Customer Service appeared first on Sharpen Contact Center Software.
Avoxi
OCTOBER 11, 2018
SIP (Session Initiation Protocol), trunking is an affordable service for business looking to replace their traditional PBX with a VoIP SIP service. Technology is rapidly transforming the business world and the way businesses communicate. While its important for businesses to take full advantage of these modern communication tools, keeping up can be hard.
City Communications
OCTOBER 11, 2018
Enterprises embarking on a digital transformation plan often have many competing voices when it comes to determining which technology upgrades to prioritize. Developing a modern contact center is often a step that every line of business manager can buy into, because it affects every area of business and may be the element that most critically enhances the customer experience.
CafeX
OCTOBER 11, 2018
Today I wanted to provide an update on CafeX’s security and compliance initiatives. We have been busy preparing for GDPR and ISO 2700 certification.
Advertisement
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.
inSided
OCTOBER 11, 2018
Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands. It’s almost unheard of to encounter a consumer tech brand in 2018 that doesn’t offer a comprehensive online knowledge base where customers can check out the best ways to use their gadgets and go for troubleshooting help.
City Communications
OCTOBER 11, 2018
Digital transformation is an all-encompassing term that may initially intimidate managers charged with its integration. Defining the term is challenging because it may differ depending on what line of business is applying its concepts, but digital transformation in your contact center simply means using the latest technology to improve your business processes.
CallSource Insights
OCTOBER 11, 2018
It’s time to improve call handler skills so that you don’t receive as many missed opportunities. Missed opportunities are basically wasted marketing dollars. When an interested prospect calls your business, it hopefully shouldn’t take more than the right questions and direction of the conversation to ensure that the call ends in a booked appointment with your business.
Alorica
OCTOBER 11, 2018
Meet Jorge from Guadalajara. Not only is he a lean, mean, fighting machine, but he’s also an internationally trained vocal stylist. Check out his video to find out more about him. Source.
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!
VHT
OCTOBER 11, 2018
If your contact center is upgrading to a stronger customer experience (CX), you need to rely on applications that offer immediate benefits at the start of the journey and continue adding value as strategy evolves. While callback provides an instant CX improvement by giving callers a way to avoid the queue, it also enhances the performance of additional technologies you might incorporate in the future, including omni-channel service, intelligent routing and artificial intelligence (AI).
Alorica
OCTOBER 11, 2018
Colleen Beers is an SVP of Alorica. She is a member of our CCW advisory board and sits on Alorica’s internal board for their Women’s Initiative which is geared toward women in CX, leadership training and development, work-life balance and other topics pertaining to women in customer contact. Read Colleen’s CCWomenSpotlight and learn about Alorica’s unique culture, why you can’t avoid.
Playvox
OCTOBER 11, 2018
Companies have more ways to communicate with customers than ever, but that doesn’t automatically translate to a better experience for buyers. Taking advantage of new customer service techniques is a must to boost customer experience or businesses risk falling behind. Consumers embrace new digital trends that improve their experience (just look at how common once-disruptive tools like live chat and parcel tracking have become), and expect companies to offer innovative services to suit changing ne
Infinity
OCTOBER 11, 2018
How important is your health to you? Healthcare is one of the most personalised services and as life expectancy increases so does the need for healthcare. In June, the NHS England announced reduced funding for certain procedures deemed ineffective, costly, or risky, leading to a black hole of abandoned patient treatments. 1. The NHS argue the proposed treatments can be treated in more safe and cost effective ways and save taxpayers up to £200 million a year. 2. “ By reducing unnecessary or risky
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
Bright Pattern
OCTOBER 11, 2018
In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?
Talkdesk
OCTOBER 11, 2018
Context: Artificial Intelligence (AI) powered services are often misconstrued and thought of as a mechanism for replacing existing jobs. The truth is, AI is more of an enabler to automate and solve critical business issues. For many emerging B2C businesses, the key differentiator is the customer experience; businesses that leverage AI to enhance their customer interactions are gaining a significant edge over their competitors.
Working Solutions
OCTOBER 11, 2018
How to improve customer experience in an era of rapidly evolving tech and instant gratification? Here are 5 key ways on-demand contact center services can help. As technology enables ever-faster and more varied means of customer communication and interaction, cultivating a superior customer experience becomes a competitive necessity for most businesses.
Expert insights. Personalized for you.
52 
Let's personalize your content