Mon.Sep 10, 2018

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5 Teams Coca-Cola Created That Blows the Top Off Employee Engagement

CX Global Media

Contact centers are built on processes and systems that need to be managed and led. Because of the rapid pace of work and unforgiving workloads that come, they need to be effective and high-caliber, including employee engagement. At the Coca-Cola Consolidated Contact Center in Charlotte, North Carolina their employee engagement system consists of five teams that make for a special formula.

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How GDPR Impacts American Contact Centers

OrecX

In the digital economy, there is perhaps no commodity as valuable as data, so robust safeguards must be implemented to ensure this information is protected. Two years ago, the European Parliament and the Council of the European Union approved the most sweeping changes to EU and UK data protection laws in over two decades—the General Data Protection Regulation (GDPR).

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How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

can a crooked sign ruin your business? This original article was written by Steve DiGioia. You have a great product, so that’s done. Next comes finding the perfect location to set up shop and after almost a year you’re finished. Now, you’re finally open and business is flowing. All is well – but is it? Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady.

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When Two is not Enough: Multitrack Recording Enables Recording up to 32 Parties

Nexmo

To better facilitate conversations with customers and help businesses derive more value from them, Nexmo released our Split Recording offering. With it you can not only record calls but also split the audio recordings between the two parties, recording what someone hears and separately what he or she said. This tremendously powerful tool allows you […].

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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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6 Ways to Foster Customer Loyalty

VocalCom

What makes customers loyal? Some companies may feel that achieving customer satisfaction through good service is enough. However, simply meeting customer expectations does not win loyalty these days, as many consumers leave average brands in search of companies that better meet their needs. To develop loyalty, customers must feel compelled to engage not once, but many times, with your brand.

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Why you should treat customer service as a feature of your product

SharpenCX

Customer service is fundamental to the lifetime value of a customer, and your agents play the leading role in determining if your customers become company cheerleaders or bee-line for the exit. But to help turn customers into cheerleaders, your agents. Read More. The post Why you should treat customer service as a feature of your product appeared first on Sharpen Contact Center Software.

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3 reasons to collect and analyse customer feedback in real time 

Lumoa

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

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The Best 5 Strategies To Really Understand Your Customers

Call Center Pros

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. However, while these instruments offer key statistics about the behavior and preferences of the customers, they do not necessarily provide a comprehensive view of their feelings.

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How to “Center” Your Business on Customer Experience Excellence

ClearAction

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a clay pottery wheel explains: “The pot is only as true and as strong as the centering. This is a very critical step as it is the foundation of the pot.”[1] “The first thing a potter will tell you is that an uncentered piece is a worthless and ugly one.

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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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Top Customer Communication Management (CCM) Trends in 2018

Topdown

It’s amazing how fast a year can fly by, especially as we’ve all been tracking the changes in digital customer experience! As the kids go back to school, I thought I’d take a look at what we’ve seen and learned so far in 2018 and could spot emerging trends.

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Report: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)

Customer Experience Matters

We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of over 60 technology vendors and analyzed the correlation between NPS and four client loyalty behaviors – likelihood of repurchasing from that technology vendor, likelihood of trying new offerings, likelihood of forgiving the vendor if it makes a mistake, and willingness to act as a refer

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We Make Businesses Better

Concentrix

The post We Make Businesses Better appeared first on Concentrix.

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Update: What changes to Calling Line ID mean to Infinity and you

Infinity

A big date in our calendars is rapidly approaching, as Ofcom’s new guidelines for Calling Line Identification Features come into force this October (see more here ). We enthusiastically support these changes, as they are aimed at boosting the reliability of Calling Line Identification (CLI) and reduce the opportunities to mislead callers. Infinity is fully prepared for these changes, although it will require some cooperation from our clients at their end in some cases.

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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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How to Reduce Customer Service Friction with Live Chat

Comm100

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can friction be defined? According to the Cambridge Dictionary, the word “friction” has two definitions: The force that works against an object as it slides along the surface of another object or moves through a liquid or gas; or. A disagreement or dislike caused by people having different opinions.

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Your Complete Introduction to Conversational Process Automation

DigitalGenius Blog

There’s always one. That one repetitive inbound ticket that eats up a significant portion of your customer support team’s time and effort - and that costs more than you’d like it to. Our customers have told us that this one ticket is often their most expensive overall, due to its frequency and the number of back-end systems needed to resolve it. It's often refunds, or upgrades, or cancellations - even account lookups fly into contact centers frequently and repeatedly, and can be among the most a

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Fast Growing Food Delivery Service Moves 500 Agents to Talkdesk

Talkdesk

A notable food delivery service moved more than 500 agents to Talkdesk Enterprise Contact Center Platform – replacing RingCentral and beating rival competitor, Serenova, with 99.99% uptime and cloud flexibility. This customer needed a reliable and stable contact center solution with the flexibility to accommodate their growing operations throughout North America.

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Can Your Answering Service Provide These Medical Call Center Services?

Ambs Call Center

While few people are happy with the current state of healthcare in the United States, one ray of sunshine comes from the growing role medical answering services and healthcare call centers play in providing professional, personal care and attention to patients and their caregivers.

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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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Join Ron Kaufman at Service Council’s 2018 “Smarter Services Symposium” in Chicago

Up Your Service

?. Join me at the Service Council 2018 Smarter Services Symposium in Chicago on September 17, 18, 19, 2018. This Symposium is a gathering of the world’s leading customer service, customer experience, and customer loyalty professionals. The event is packed with insightful keynote speeches, deep-dive breakout workshops, wide ranging panel discussions.

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Avoiding the Pitfalls of Cloud Contact Center Implementation

EPIC Connections

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. But with so many variables and configurations involved, identifying your contact center needs can be a tricky process.

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5 Top Customer Service Articles for the Week of September 10, 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. Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. (Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than

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3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. In practice, many corporations survey all their customer base 1-4 times a year, bring the results to top management and then forget about it for the next 3-12 months till the next survey. They do this for many reasons, which are often very valid: they don’t want to trouble their customers too often, they need an annual customer metric to follow and utili

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. You’ll improve productivity and customer service. But how do you successfully migrate to a cloud contact center? Focus on business needs, not features. Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily

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How Artificial Intelligence Impacts Your Customer Experience

VHT

It’s not that long ago when managing a contact center was focused primarily on a single voice channel. Today, customers expect to be able to engage on the channel of their choice, whether it’s social media, app, email, text or webchat. Customer journeys have become very complex with a rapidly escalating amount of data to manage. This is where the innovations of artificial intelligence (AI) and machine learning come into play – and they’re leading to some amazing new opportunities for businesses

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5 Customer Service Metrics You Should be Tracking Right Now

CSM Magazine

Customer service is more than just resolving issues. It is an experience in itself which shapes the brand name. How do you think companies like Amazon and Zappos know what their customers expect and work with maximum efficiency? It’s the way they use the customer service metrics to their advantage. The insights they derive from the metrics are not limited to checking an agent’s performance or overall customer satisfaction.

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How Aircall + Pipedrive Help Sales Teams Win Deals

aircall

Aircall is the complete business phone system of the future. When used by itself, it’s a powerful communication tool with a complete set of features, vital to every sales operation. This efficiency increases exponentially when Aircall is seamlessly integrated with your Pipedrive CRM. Built in partnership with Pipedrive’s development team, this airtight integration: Helps sales professionals have timely and informed conversations.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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How To Build A People-First Culture

Branch Mesenger

Culture. The term is everywhere these days. In our most recent webinar, we talked with Annette Franz, founder and CEO of CX Journey Inc., about the importance of culture and how to get started building it. In this conversation, you'll learn more about the following topics: What culture is, and what is isn't. How to create a service profit chain. Tactics to change culture in your company.

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3 Reasons a Call Coach May Be the Answer to Increase Patient Acquisition for Busy Dentists

CallSource Insights

With patients to focus on, dentists can use some help when it comes to improving front office staff’s phone skills. Most dentists don’t choose their career path to be a manager or train office employees. They get into the practice to help patients. Although it may not be a dental professional’s primary focus, the performance of front office staff is important to ensure that the rest of the business runs smoothly.