CallSource Insights
MARCH 11, 2019
As someone who’s main focus in their career is to change peoples’ lives by helping them to hear, terms like “digital attribution” and “call tracking” may not be in the forefront of your mind as an audiologist or other hearing professional at work. Yet, as a business owner or manager, these are important things to know for your practice’s success.
GetFeedback
MARCH 11, 2019
SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. Although I doubt you need more convincing, here are some stats on why you should use SMS as a customer feedback channel: SMS has a response rate that’s 7.5x greater than email.
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ChaseData
MARCH 11, 2019
Creating a More Pleasant Experience for Your Caller. Do you love your call center? Many people who work in today’s contact centers love their jobs. Call center management members work hard to create positive, supportive, and enjoyable work environments that uplift and inspire their staff members and make coming to work an enjoyable experience. But how much of that effort translates to your consumers?
ShepHyken
MARCH 11, 2019
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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. (MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.
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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
Callminer
MARCH 11, 2019
While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Avoxi
MARCH 11, 2019
So you’re looking for the best call forwarding service for your business. Since you found this post, you probably already have an idea of what you’re looking for – and what you’re trying to avoid. Maybe you've been charged premium pricing for a call forwarding service that doesn’t deliver. Maybe you've tried cheap alternatives that… The post Best Call Forwarding Service for Business appeared first on AVOXI.
CustomerSuccessBox
MARCH 11, 2019
Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Onboarding is one of the most important aspects of the customer journey. Customer onboarding should be one of the first focus areas when the customer success practice is set up in your company.
Up Your Service
MARCH 11, 2019
The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines.
Integrity Solutions
MARCH 11, 2019
What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success. As Lou Cimini, Vice President of Human Resources at Samsonite, explains it , the power behind coaching is that it allows the leader and the salesperson to “arrive at a common path—an agreed upon output—and in some cases, the tactics to get there, and then the employee has what they need to go
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.
ForeSee
MARCH 11, 2019
Money management is on our minds—it’s also on our phones, tablets, and laptops. Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience.
bold360 Blog
MARCH 11, 2019
Subscribe via iTunes , Spotify and more. You may not think of your Human Resources department as a center of innovation but HR is using tools like AI to focus on how to develop people, acquire new talent, and other ways to better engage with employees. To find some of the latest cutting edge insights in HR, we recently spoke with Jo Deal , the chief human resource officer at LogMeIn , a computer software company in Boston.
NICE inContact
MARCH 11, 2019
With all the hype and promised potential of AI , how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves.
GetFeedback
MARCH 11, 2019
SMS surveys are perfect for reaching customers always on the go. Follow these SMS survey best practices to receive reliable, actionable customer feedback. .
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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.
Customer Experience Matters
MARCH 11, 2019
Last week I joined more than 10,000 XM enthusiasts at the Qualtrics X4 Summit in Salt Lake City. This was my fourth X4, and the first one since joining Qualtrics. I really enjoyed seeing old friends and meeting many new ones. We have some really awesome clients! My head is still spinning from the amazing event. Over two days, we were treated to the most incredible line-up of speakers, including President Obama, Oprah, Sir Richard Branson, Ashton Kutcher, NBA Commissioner Adam Silver, and Imagine
Genroe
MARCH 11, 2019
To the average consumer a landing page and a homepage may seem like the same thing, but the only thing they have in common is that your prospects may visit them. during their B2B marketing journey with you. Besides that, the structure, use and location of a landing pages is massively different from a homepage.To […]. The post Landing Page vs Homepage: Must-know Pro Tips for B2B Success appeared first on Genroe.
Talkdesk
MARCH 11, 2019
Do you know how contact center downtime affects employee performance in your organization? In today’s blog, we’re going to explore what happens to things like frontline engagement, productivity and trust when the contact center experiences an outage. It’s all part of ongoing series where we’re revealing the costly impact of downtime. You can learn more about the financial costs by reading last week’s blog.
Kapta Customer Success
MARCH 11, 2019
It doesn’t matter if you’ve been a key account manager for a decade or two or are new on the job; everyone can improve. Improving your key account management game and taking it to the next level means that you are up to date with the latest trends in Customer Success or Account Management, and you’re trying new strategies and approaches for your key accounts to see what works and what doesn’t.
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
VocalCom
MARCH 11, 2019
When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Rather, it is unstructured data that contains such insights: All the smaller, often textual bits of data contained in interactions between your company and the custom
Revation Systems
MARCH 11, 2019
Looking for more information about managed care pharmacy, and how advancements in technology are impacting the healthcare industry? Join the Revation team and thousands of other industry professionals at the 2019 AMCP Managed Care & Specialty Pharmacy Annual Meeting March 26 – 28 at the San Diego Convention Center. As you’re planning your show itinerary, be sure to include Booth #815 to learn about our Campaign Manager solution that streamlines the creation, management and ongoing coordinati
Up Your Service
MARCH 11, 2019
The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers. SM Store asked UP Your Service to help build a culture of service excellence in 57 stores across the Philippines.
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.
5CA
MARCH 11, 2019
With the rising cost of user acquisition, never has considering the full Player Experience been so critical to success. By understanding the holistic player journey, from install to churn out and/or uninstall, you form a picture of how you can make improvements and a better overall experience for the real-world Players that love what you do. Here are a few quick tips to get you started!
Maru Group
MARCH 11, 2019
The use of technology and AI is growing – not least amongst financial services brands. Brands and businesses are turning to AI and Chatbot technology to help minimise the impact on services and elevate the customer experience. In fact, it’s a key investment priority for financial services brands over the next twelve months. It’s why Maru/edr have investigated the current perceptions of Chatbot experiences in financial services, uncovering what brands must do to protect and impr
inSided
MARCH 11, 2019
What’s that? No more customer service agents? Hang on—what are we saying exactly? Obviously we love our customer service reps, so we’re definitely not suggesting you get rid of them. There’s a place for helpful humans in any modern organization—providing they’re ultimately adding VALUE to the customer. But, just for today, we’re going to use this edgy statement of #NoAgents to help us illustrate the technological trends that are growing across the world of B2B software: customer self-service.
Avaya
MARCH 11, 2019
This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. With all the high-profile focus on better Digital Customer Experiences (DCX), many IT and business leaders are tempted to rush into a project that promises to boost sales, cut costs, or imp
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.
Nuance
MARCH 11, 2019
Like everyone this past weekend, I switched my clocks ahead for Daylight Savings Time, which, if you didn’t know, started in the early 1900s to conserve energy. For me, this got me thinking about gaining an hour of time during the day, but also losing an hour of sleep. Which then got me thinking about something […] The post Why Daylight Savings Time has me thinking of documentation productivity appeared first on What’s next.
Eckoh
MARCH 11, 2019
How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky. SSL is good for online security, and Chip & Pin is ideal for face-to-face sales but what about transactions made over the phone to your contact center? Here's where life can get foggy, confusing and risky. However, this at-a-glance guide will help you to know exactly what you're buying so you can avoid costly and embarrassing mistakes.
Maru Group
MARCH 11, 2019
The use of technology and AI is growing – not least amongst financial services brands. Brands and businesses are turning to AI and Chatbot technology to help minimise the impact on services and elevate the customer experience. In fact, it’s a key investment priority for financial services brands over the next twelve months. It’s why Maru/edr have investigated the current perceptions of Chatbot experiences in financial services, uncovering what brands must do to protect and impr
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