Beyond Philosophy
JULY 11, 2019
When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . For example, pretend that you are out with friends and need to pick a restaurant.
Tethr
JULY 11, 2019
Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.
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Eckoh
JULY 11, 2019
Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. Put simply, organizations need a new strategy, fast. Card-not-present (CNP) payments attract criminals. And it seems they can't get enough. In fact, CNP crime is predicted to hit $7.2 billion by 2020.*. With so many credit and debit card numbers being processed by contact centers every day, it's no wonder that criminals are finding ever more ingenious ways to get their hands
Myra Golden Media
JULY 11, 2019
One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. An employee with the airline noticed I was stuck. She walked over and asked if I needed help with anything.
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Contact Center Pipeline
JULY 11, 2019
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
JULY 11, 2019
You can claim to be customer obsessed. But can you back it up with numbers? Former Netflix VP of Product Gibson Biddle thinks so, and he has a method for delighting customers in hard-to-copy ways that proves it. In his Advocamp 2018 video session, available with the purchase of an ondemand pass, Gibson shared his. The post How to Scientifically Test for Customer Obsession According to Netflix’s Former VP of Product appeared first on Influitive.
Fonolo
JULY 11, 2019
Text or talk? Voice conversations are still critical, but data shows that the former is becoming a bigger part of customer service interactions. This trend is driven partly by consumer preferences and partly by companies striving to lower costs. Companies are also leaning towards text because of the promise of increased automation, which is easier to do once a conversation has shifted to text.
Kayako
JULY 11, 2019
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Are you adding to the reps’ stress or inspiring them to greatness? In other words, are you leading morale for great customer service?
TRUSTID
JULY 11, 2019
For years, contact centers trusted personally identifiable information (PII) to identify customers over the telephone channel. That’s because before the internet, people’s private data was largely in the possession of the rightful owner by way of hardcopy documents such as their driver’s license and Social Security card. While consumers provided their personal details to organizations by faxing or hand delivering a credit card or checking application, which was then filed away somewhere, the inf
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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
Working Solutions
JULY 11, 2019
For me, the headline sums it up: “On-demand Is In Demand.” The July cover story by Susan Hash, editor of Contact Center Pipeline, chronicles the increasing power of contract workers in the gig economy, which enables them to ply their skills when and where they please. This freedom and flexibility benefits workers and businesses alike, […].
Noble Systems
JULY 11, 2019
In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term success with gamification. As we noted in Part 1 and Part 2 of the series, while launching a gamification program can be easy, keeping the program fresh so that users continue to achieve sustainable results requires more attention.
Totango
JULY 11, 2019
You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.
Spearline
JULY 11, 2019
For any successful relationship to work, both sides need to make sure there is some form of connection with each other. Whether it could be similar interests, hobbies, or goals, it always boils down to having strong communication. Communication is key to a successful business, especially when it comes to customers. So what happens when there is a natural breakdown in communication due to lines not routing optimally?
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.
Totango
JULY 11, 2019
You wouldn’t throw your money away on the street, would you? Or drop it down the garbage disposal? If you’re not working hard to retain customers, you may as well—because you’ll be losing money. A one-time customer is a lost revenue opportunity. Instead of becoming a loyal customer who spends money and gives good word-of-mouth advertising, the one-time customer is there one moment and gone the next.
TLC Associates
JULY 11, 2019
When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride in the personable way an agent facilitated a fix or solution. We strive for personalized interactions that wow customers. Yet customer service, like every business function, is being transformed by automation and artificial intelligence.
Avoxi
JULY 11, 2019
Call Tracking, you’ve heard of it and you know many businesses have begun using it, but what is it exactly? What value does it add to your business? If you are wondering whether or not your business should be using this software, don’t worry, you're not alone. We handle call tracking services all over the… The post What is Call Tracking? appeared first on AVOXI.
Unymira
JULY 11, 2019
Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019.
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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.
Guru
JULY 11, 2019
Equipping sales teams with the right content at the right time is a common pain point for product marketing and sales enablement teams. Sales reps are often reliant on content ( sometimes too much so ) to move deals along, but for any number of reasons , they aren’t always able to easily access it when they need it. This topic was covered in a Forbes article titled 5 Ways For Your Sales Team To Get The Exact Content It Needs , which suggests five strategies to align marketing and sales , create
Avoxi
JULY 11, 2019
Request Demo Talk to an Expert Contact Us With companies receiving high calling volumes, it is important to make sure every customer feels valued. After all, a missed can mean a missed sale! That is where call routing comes in! This software works to simply improve their customer service and help agents efficiently manage their… The post Best Call Center Call Routing Services appeared first on AVOXI.
Comm100
JULY 11, 2019
No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is poised to change everything. If it feels like the mid-90’s all over again to you – when it seemed every conversation was about the World Wide Web and the Information Superhighway (thank you Al Gore) – I get it. Here’s the plain truth: as real and as revolutionary as the Internet was in the 90s, so will be the case for AI in the coming years, in what’s being hail
Avoxi
JULY 11, 2019
Request Demo Talk to an Expert Contact Us With companies receiving high calling volumes, it is important to make sure every customer feels valued. After all, a missed can mean a missed sale! That is where call routing comes in! This software works to simply improve their customer service and help agents efficiently manage their… The post Best Call Center Call Routing Services appeared first on AVOXI.
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!
Jon Arnold
JULY 11, 2019
Subscribers have their newsletters by now, and for everyone else, even if just a bit curious about my work, you can sign up here , and get the July issue via email in no time. The content is not published elsewhere, and subscribers get first access to our podcast. The latest topic is a recap of two conferences from June - Realcomm from Chris, and 2600Hz from me.
Avoxi
JULY 11, 2019
Request Demo Talk to an Expert Contact Us If you’re looking for the best auto attendant phone systems, look no further. Having a great virtual attendant is very important to a business, as it helps serve your customers effectively and show professionalism when they call your number. You want the best virtual phone attendant for… The post Best Virtual Attendant Software appeared first on AVOXI.
ChaseData
JULY 11, 2019
In an outbound calling center, time is money. Every call your agents make is one more potential connection and one more possible sale. Every call that can’t be made because of a lack of time is one more loss to your business. So, how can you maximize what is getting done in your center and minimize lost time and productivity? Here, we’ll introduce you to some techniques and technology that will help you make calls faster and create connections more effectively - all without making major changes
Bright Pattern
JULY 11, 2019
This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and the chance to preview cutting-edge contact center technology. So what were people talking about this year?
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
Stratifyd
JULY 11, 2019
Estimated reading time: 1 minute. Stratifyd CEO, Derek Wang, has been selected to speak at Microsoft Inspire 2019. Wang and Stratifyd were selected from more than 80 technology startups to participate in the Financial Power Session. Microsoft Inspire is an annual convention where Microsoft partners meet to connect, collaborate, and celebrate as one community.
VirtualPBX
JULY 11, 2019
VoIP call quality – one of the highest priorities we have at VirtualPBX – has seen its share of skepticism. People wonder how their calls can be clear when their web traffic speeds fluctuate. Since VoIP uses the internet to complete calls, they assume their calls will also see peaks and valleys. The truth is, the call quality of a VirtualPBX Business Phone System can match landline clarity and consistency.
Stratifyd
JULY 11, 2019
Estimated reading time: 1 minute. Stratifyd CEO, Derek Wang, has been selected to speak at Microsoft Inspire 2019. Wang and Stratifyd were selected from more than 80 technology startups to participate in the Financial Power Session. Microsoft Inspire is an annual convention where Microsoft partners meet to connect, collaborate, and celebrate as one community.
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