Contact Center Pipeline
NOVEMBER 21, 2018
No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today, and I have to call back to get my issue resolved.” First-call resolution (FCR), or one-and-done as it is sometimes called, is part of a small handful of expectations that we […].
UJET
NOVEMBER 21, 2018
Having a wealth of data at your fingertips will help build a more comprehensive picture of how customers interact with your service. It's important to seek out ways to learn more about your customers and their preferences as they use your product or service.
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ChaseData
NOVEMBER 21, 2018
Few things are worse for business when you’re running a call center than call abandonment. An abandoned call is any type of voice communication in which the caller hangs up or disconnects before conversation actually takes place. Due to the nature of call center operations, inbound calls are always more likely to be dropped due to customer impatience and a variety of other factors.
ShepHyken
NOVEMBER 21, 2018
Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it? That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction.
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CX Accelerator
NOVEMBER 21, 2018
I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
NOVEMBER 21, 2018
[image: [link]. It’s no secret that building a startup can be a difficult task. This is partially due to the fact that team dynamics aren’t always clearly defined. In the early stages of a company’s growth, it’s often a challenge to fully define what everyone’s exact role is. This results in dysfunction, a problem which affects 75% of cross-functional teams according to a recent survey.
Answer Dash
NOVEMBER 21, 2018
(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. However, with customer expectations constantly rising, businesses continue to fall behind.
Influitive
NOVEMBER 21, 2018
When evaluating new products, B2B buyers don’t want to speak with sales reps. After all, why should prospective buyers trust someone whose greatest motivation is likely to be hitting their monthly sales quota? That is why prospects may ignore attempts you make to build a relationship over the phone or via email. Instead, they seek.
Eptica
NOVEMBER 21, 2018
Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018. Author: Anne-Claire Bellec - Marketing Director Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing.
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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
Cyara
NOVEMBER 21, 2018
I arrived at the Cyara Xchange Roadshow in Manchester with excitement. Having been briefed on the brand’s focus and expertise, I was looking forward to hearing more. It seemed to perfectly dovetail with what I’ve have been seeing in contact centres: a place where the rubber hits the road for many CX leaders.
Fonolo
NOVEMBER 21, 2018
A number of call center companies reported earnings in the last few weeks, so it’s time once again for an informal, semi-regular, not-at-all-intended-as-investment-advice look at what’s going on. Twilio and RingCentral both had a bumper crop of news and their stock prices have reflected that; this continues the momentum from the last time we talked about them.
CSM Magazine
NOVEMBER 21, 2018
With Christmas just around the corner, it’s time for retailers to gear up and manage one of the most important sales periods in their calendars, Christmas. . Christmas is that time of year when there is so much more opportunity to deliver the best customer service, connecting and engaging with existing and new customers. If you get that connection right, it can provide important Christmas sales, valuable repeat business and positive word of mouth – all of which are vital to your bus
Stratifyd
NOVEMBER 21, 2018
Estimated reading time: 4 minutes. There are two types of people in the world: Those who set their alarms for the wee hours of the morning the day after Thanksgiving and fill with excitement about racing around town to find the best deals, and those who cringe at the thought of Black Friday crowds. For the latter group, Cyber Monday – the online alternative to Black Friday shopping – is the preferred option.
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.
Kayako
NOVEMBER 21, 2018
When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. For these brands, customer service isn’t just a department within the organization, it’s the center of their entire company culture and plays a role in nearly everything they do.
DigitalGenius Blog
NOVEMBER 21, 2018
Take a deep breath. Black Friday is a mere 2 days away. For the next 8 weeks, retail and e-commerce businesses will make or break their year, win and lose customers, and determine the health and success of their business. 8 weeks of grind, no days off, long hours, over and again until it’s over. Retailers who prepared and who are up to the task will succeed at the expense of their peers.
ChurnZero
NOVEMBER 21, 2018
Churn Monster #6: Abandoned Customer. We are now halfway through our Churn Monster blog series and have looked at a lot of common customer churn risks and how you can go about defeating them. This month we are going to be talking about how to save an abandoned customer. By an abandoned customer we mean – someone who needs support or guidance but for whatever reason has unfortunately been neglected by you and/or your company and is left feeling helpless.
Hodusoft
NOVEMBER 21, 2018
Communication is the key to business success and it is just as important for smaller companies as it is for larger ones. IP PBX is often perceived as a communication tool meant only for larger enterprises. That traditional IP PBX system represents significant investment has been deterrence for widespread adoption by smaller companies and even SOHO businesses.
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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.
CSM Magazine
NOVEMBER 21, 2018
Eight-in-ten UK consumers (80%) plan to avoid stores on Black Friday this year, according to research by Genesys. A majority of respondents – 55% – say they do not want to take part in the pre-Christmas bargain hunt on November 23rd this year because stores are too busy. The research, exploring the attitudes of 1,000 UK consumers, found that 31% of shoppers do not believe Black Friday price reductions are worth the trouble of battling the crowds.
Altitude
NOVEMBER 21, 2018
How to ace customer journey to – and from- Black Friday and Cyber Monday. When I think of Black Friday it comes to my mind the hordes waiting in lines for Macy´s doors to open, or people fighting over to see who gets the last coat on the rack; only to get home and realize that it doesn´t fit or that the color is not as nice as it seemed during the fight with the other 3 people that also wanted it.
Maru Group
NOVEMBER 21, 2018
Black Friday has already begun with the first online retailers starting to promote deals a week in advance. In recent years we’ve seen emerging trends of consumers moving online rather than visiting stores in person. Last year, the Office for National Statistics (ONS) reported an 11% rise in online Black Friday sales compared to 2016. This is partially due to the fact that so many people have witnessed – or been subjected to – negative experiences when visiting stores on Black Friday.
CX Journey
NOVEMBER 21, 2018
Did you know that journey maps are more than a tool? I've written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely encompasses all the others: Journey mapping is just a tool. Nope, it's not just a tool; it's not just a workshop: it's a process.
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!
Playvox
NOVEMBER 21, 2018
Not all quality assurance processes are created equal. Just because you’ve put a process into place doesn’t mean you can sit back and relax.
Salmat
NOVEMBER 21, 2018
Are you getting the most out of your printed catalogue? Let’s explore how digital channels can help maximise your print spend.
C3Centricity
NOVEMBER 21, 2018
It is more than a year ago that Coca-Cola did away with their CMO in favour of a Chief Growth Officer. Was it a wise move or foolhardy? In a recent interview with Marketing Week their global vice-president of creative claims that it has “broadened” the company’s approach to marketing. Well something is clearly working for Coke; at the end of last month it reported higher-than-expected financial results for Q3 2018.
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