Certified Languages International

MARCH 6, 2019

Technology has changed how customers access information and interact with businesses. For contact centers, chatbots and customer self-service portals have all but replaced the need for a live call to answer simple inquiries such as “How do I get reimbursed from my flexible spending account ( FSA )?” While customers want their questions answered quickly, accurately, and upon first contact, and are generally satisfied with using technology over speaking with a live agent , digital fixe

Contact Center 66

Contact Center Healthcare Government Chatbots 66

CallSource Insights

MARCH 6, 2019

Search Engine Optimization – better known as SEO – is top of most marketers’ minds nowadays. To exist on the internet means to exist on page one of Google. And to do that, you must optimize your website for Google’s always-changing algorithms. As a call tracking and business performance company, CallSource has knowledge of both the service of call tracking to help marketers and how SEO helps marketers as well.

Engineering 75

Engineering Scripts Best practices Advertising 75

TELUS International

MARCH 6, 2019

What makes a great chatbot? Here's a look at five shining examples of conversational bots.

Chatbots 96

Chatbots 96

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.

Airlines 277

Airlines Coaching Customer Service Customer Experience 277

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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

Surveys

Myra Golden Media

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.

Customer Experience 236

Customer Experience Personalization Call Center 236

ProProfs Blog

MARCH 6, 2019

Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. Building personalized customer support experience.

Customer Support 132

Customer Support Sales Surveys Personalization 132

Contact Center Pipeline

MARCH 6, 2019

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. My husband Steve and I had sold our family home, purchased a 46-foot Cheoy Lee Trawler and we were […].

Consulting 100

Consulting Consulting Contact Center 100

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. With the abundance of experts, thought leaders, Twitter handles, and publications that make up the DNA of both the customer service and customer experience industries, it quickly became clear that the learning curve would be steep.

CCNG 102

CCNG Customer Service Education Contact Center 102

Customer Service Life

MARCH 6, 2019

This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon. New in 2019, the state moved to an online system for fishing and hunting licenses which means we can now carry our licenses in an app on our phones rather than toting around a piece of paper.Eager to start fishing as soon as possible, I tried to

Scripts 92

Scripts Contact Center Coaching Metrics 92

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.

Customer Experience

Nextiva

MARCH 6, 2019

A VoIP app is more common today than it has ever been before. Chances are even if you don’t know what a VoIP app is you’ve already used one. From enterprise corporations to small businesses, many have adopted SIP (Session Initiation Protocol)-based VoIP capabilities that give employees a feature-rich communications solution manageable from one central […].

voip 91

voip Enterprise Sales Marketing 91

Ansafone

MARCH 6, 2019

In addition to following call center best practices, BPO providers specializing in the insurance industry will strengthen their client relationships and deliver on their promise to implement effective customer relationship strategies by applying these five best practices for optimizing an insurance contact center: Strengthen security protocols to prevent fraud.

Best practices 91

Best practices Contact Center Call Center Customer Service 91

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! Let me explain. They have recently introduced many new-style speed radars in the villages around my home town in Switzerland.

Customer centricity 78

Customer centricity Feedback Sales Customer Experience 78

Eptica

MARCH 6, 2019

Date: Wednesday, March 6, 2019 Author: Pascal Gauvrit - CTO The importance of AI to balancing customer service resources. Published on: March 06, 2019. Author: Pascal Gauvrit - CTO Across the globe and in every sector, customer expectations are rising. This translates into greater volumes of incoming queries for brands, as consumers demand more meaningful conversations if they are to remain loyal.

Customer Service 65

Customer Service Best practices Accountability outsourcing 65

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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.

Self service

Etech GS

MARCH 6, 2019

Incorporating artificial intelligence (AI) into your call center quality monitoring can feel like an uncertain prospect. With over 80 percent of businesses already using or planning to acquire automated technology as a customer service strategy by 2020 , it’s apparent that AI is quickly becoming a baseline requirement to compete in an increasingly globalized marketplace.

Interactive Voice Response 66

Interactive Voice Response Call Center Chatbots Analytics 66

Integrity Solutions

MARCH 6, 2019

Two primary culprits lie at the root of why a salesperson stalls out. Here’s how coaching can help them get back on track and hit their numbers again. By Mike Fisher. Originally published on the SellingPower.com Blog. It happens to nearly every sales manager at some point. One of your most consistent salespeople reaches a plateau and just can’t seem to get past it.

Coaching 63

Coaching Sales Engineering Management 63

Cyara

MARCH 6, 2019

I recently met with a CIO of a major enterprise in the USA. One of the biggest victories for his team would be to stop taking escalation calls and sending apology emails every other Saturday when a production release took place and yet another bug made it past detection, and into production. More important than his personal frustration and that of the colleagues that had to escalate to him: the impact on end customers.

Enterprise 52

Enterprise Personalization Contact Center Call Center 52

Cisco - Contact Center

MARCH 6, 2019

It’s certainly a great feeling when industry analysts – those people charged with the responsibility of knowing the market and scrutinizing its players – come out on social media with positive assessments of a company and its products. This is what happened to us at our analyst-only event in the John T. Chambers Executive Briefing Center in San Jose recently, and of course it’s a milestone of pride and achievement for us.

Marketing 62

Marketing Contact Center 62

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

Journey mapping

CSM Magazine

MARCH 6, 2019

A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics. Market Force Information has revealed that Wagamama has the highest customer satisfaction, the biggest propensity to gain recommendations from diners and the most loyal customers on the high street. Respondents were asked to rate their overall satisfaction when dining at casual dining restaurants, on a scale of 1 to 5, with 5 representing extremely satisfied.

Wait times 56

Wait times Surveys Metrics Marketing 56

ChaseData

MARCH 6, 2019

Enhanced Speech to Text Technology. Speech is the cornerstone of the contact center as we know it. Call centers make their business out of listening to their customers speak and responding accordingly, so it only makes sense that some of today’s biggest developments and most important advancements in the world of contact center technology would involve speech.

Call Center 56

Call Center Technology Contact Center Customer Service 56

Ameyo

MARCH 6, 2019

Are you struggling with your customer support tickets? Are you facing disgruntled customers and unhappy agents? Well, truth be told, you are not the only one. Any business which still has not understood or acknowledged the need of having the right ticketing software is facing these issue. Having the right software eases the burden on […]. The post 5 Tips to be Smart about Customer Support Ticket Management appeared first on Ameyo.

Customer Support 53

Customer Support Management 53

Kapta Customer Success

MARCH 6, 2019

How are you segmenting your customers? If you ask any key account manager, you’ll find that they either follow a traditional approach, an approach all their own, or worst of all, they don’t segment them at all. Segmenting your customers is crucial to your organization’s success because it shows you which accounts require the most attention, which ones are providing most of your bottom line-driven results, and which ones are doing fine for now.

Accountability 53

Accountability Management Engineering Sales 53

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.

Contact Center

Liveops

MARCH 6, 2019

Greg Hanover shares what he’s learned about remote work success at Liveops. It’s never been more possible to get work done from anywhere—even some of the most remote parts of the world have wifi—and digital connectivity is activating workers and employers alike to get more done from opposite ends of the earth. As the workforce changes, leaders need to adapt their management style.

Call Center 48

Call Center Metrics Management 48

Avoxi

MARCH 6, 2019

Many businesses use SIP trunking to reduce costs. However, finding the best SIP trunk pricing is tough. To find out how much SIP trunking costs you have to consider your monthly cost per SIP channel, outbound call rates, add-on fees, setup costs and more. On top of that, when you do your SIP trunk price… The post Copy of SIP Trunking Pricing Review 2019 appeared first on AVOXI.

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48

ForeSee

MARCH 6, 2019

Meet us in Orlando, Florida, May 20-23, for CX networking and intelligence The Summit you’ve known for 14 years is growing. Here’s the big news: The ForeSee Summit has found.

Best practices 49

Best practices 49

Relay Blog

MARCH 6, 2019

For many businesses, providing quality customer service is a balancing act. Yes, you want to. The post How Business Can Improve Customer Service By Realizing They Are Customers Too appeared first on Relay.

Customer Service 45

Customer Service B2B 45

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.

Journey mapping

Bright Pattern

MARCH 6, 2019

Last week I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points with nearly 50% regularly using more than four.

Call Center 43

Call Center 43

Playvox

MARCH 6, 2019

A study shows that customer experience will have become the key brand differentiator by next year, dethroning price and product as the leading factors.

Customer Service 46

Customer Service Customer Experience Management 46

5CA

MARCH 6, 2019

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language.

Customer Service 40

Customer Service 40