Beyond Philosophy
NOVEMBER 21, 2017
It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.
Contact Center Pipeline
NOVEMBER 21, 2017
The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact center industry. For over 30 years PACE, formerly known as the American Teleservices Association (ATA), has represented the contact center industry in preserving the right for companies to communicate with their […].
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Fonolo
NOVEMBER 21, 2017
It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We covered that topic here and here.) But other forces were in play as well. When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on.
ShepHyken
NOVEMBER 21, 2017
AI Fuels Virtual Assistants in the Customer Service World. Shep Hyken Interviews Robert Weideman on the Merging of AI and Customer Service. How would you like to utilize innovative technology that makes your business more efficient in order to create better customer interactions? Shep Hyken sits down with Robert Weideman, a leader in merging customer service and Artificial Intelligence.
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Aspect
NOVEMBER 21, 2017
Across the country, Americans are eagerly anticipating the coming holiday. Thanksgiving? Get real—we know that you haven’t even put the turkey in the oven before your mind starts to wander to Black Friday. And you’re not alone. This year, millions of Americans will race to retail shops around the country to participate in the modern Black Friday tradition and big-time bargains.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
NOVEMBER 21, 2017
Seasonal agents step into strange circumstances. They realize they have a lot to learn, but they also know they won’t need any of that knowledge in a few months. They see that their employers clearly need them, but they also sense that their colleagues not-so-secretly resent them. And even though they vow not to lose sleep over a temporary gig, they also can’t help but get caught up in the seasonal stress.
LiveChat
NOVEMBER 21, 2017
Customer Experience Managers (CXM or CEM for short) have recently raised as one of the top priority positions in many international companies. While the processes and job descriptions worldwide are still very much flexible and not set in stone, one has to wonder what all the commotion is about. What I have found is that customer satisfaction is more important than making individual profits on every sale. – Aj Saleem, Suprex Tutors Houston.
Toister Performance Solutions
NOVEMBER 21, 2017
"I didn't know if I'd have a job to go back to." That's something Sally and I heard over and over from winery employees, restaurant servers, and other customer service professionals we encountered in Napa Valley. We visited during the first week in November. By then, the multiple wildfires that spread throughout the valley in October had been extinguished.
FluentStream
NOVEMBER 21, 2017
Franz Kafka once said, “It’s better to have and not need, than to need, and not have.” Consider this when you’re choosing a VoIP service, and be sure that the. Read More. The post Enhanced-911: The Feature We Hope You Never Have To Use appeared first on FluentStream.
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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
HelpCrunch
NOVEMBER 21, 2017
Finally!! Our third article on how to boost your business with blogging ?? In two previous posts, we looked at how to choose topics for your business blog wisely and how to create readable and [ … ]. The post Blog that converts (Part III): how to turn readers into paying customers appeared first on HelpCrunch blog.
ClientSuccess
NOVEMBER 21, 2017
5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly.
Comm100
NOVEMBER 21, 2017
Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Unhappy with the bill – “it costs too much for this product that doesn’t do what I thought it did.”.
ClientSuccess
NOVEMBER 21, 2017
For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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.
Quadient
NOVEMBER 21, 2017
As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts. Today, we refer to that concept as disruption. Disruption is everywhere, impacting every industry, and has formed some of the world's largest companies, generating billions in market capitalization over the past decade.
Brainfood
NOVEMBER 21, 2017
Over the last decade, self service never really caught on in the way some had hoped. The IVR variety could work after a fashion with enough determination to see it through. But it always demanded you submitted to the way it wanted to work and so was seldom a memorable user experience. Even well designed web based service portals were a chore in terms of finding answers.
PanTerra
NOVEMBER 21, 2017
Are you looking to improve your call center productivity and response times? What features are your call center agents using or, in many cases, not using because they aren’t available with the call center solution they’re using? Perhaps what you’re looking for is a communications system that offers CRM integration. You know, integration like call pop right inside the application, or click-to-call directly from your browser window?
Verint
NOVEMBER 21, 2017
Understanding the practical implications of digital transformation demands inclusion and assessment of the delivery capabilities of an enterprise, alongside thoughtful management to optimize. This is particularly true of those B2C businesses which are continuously faced with the challenge of engaging with their customers at the right time, across multiple channels—all wrapped in the data-driven context of that customer’s relationship with the business.
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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.
Inbenta
NOVEMBER 21, 2017
Around 12 million American adults are misdiagnosed every year by doctors. That is enough to fill the country of Ireland two and a half times over. With an aging population , making the country’s healthcare system more accurate and efficient is becoming an increasing priority. Fortunately, there is a solution. Artificial intelligence is already making great strides in treating patients and also reducing the strain on medical staff.
Kapta Customer Success
NOVEMBER 21, 2017
Account-Based Everything is all the rage these days as sales teams and account managers are shifting their tactics to focus on accounts rather than just leads. You’ve probably heard of Account-Based Marketing (ABM), and I’m sure you’ve heard of Customer Success, but have you ever thought of combining both approaches to create the ultimate relationship management system?
Talkdesk
NOVEMBER 21, 2017
This interview with Aaron Levie, CEO at Box and Jeetu Patel, CPO at Box was originally published in Opentalk Magazine. . Which audiences benefit the most from the emergence of app platforms? While the end goal is for all applications to be built for a user, the key benefactor of app platforms is the developer. A good app platform allows the developer to focus on the core competency of their company and use the app platform to accelerate development on areas that aren’t their core but still massi
Provide Support
NOVEMBER 21, 2017
To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand.
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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