Thu.Aug 29, 2019

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What exactly is employee engagement?

Toister Performance Solutions

Employee engagement has been a hot business topic for many years. There is a pile of research that tells us: Engaged employees are more productive. There are too many disengaged employees. Employee disengagement costs companies billions of dollars per year. There's just one glaring problem: nobody agrees on what employee engagement actually means. This is a critical challenge.

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20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In

Fonolo

Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables? Well, it’s that time once again: We invited some of the top contact center experts from Ada , J Arnold and Associates , The Belding Group , Calzilla , Expivia , and other vibrant CX and CS avenues to offer us and you, our dear readership, their best pieces of advice for contact centers in this inc

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Here's How to Fix Your Resolution Rate

ChaseData

Few metrics are as important to the quality of your contact center as your first call resolution rate. This is reflective of how often your agents are resolving consumer complaints or concerns within the first contact with the customer. Unfortunately, many call centers have issues keeping their resolution rate under control. A low first call resolution rate can mean low productivity and profitability.

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3 Things to Know Before You Talk to Your Next Challenging Customer

Myra Golden Media

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers

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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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Customer Retention Optimization Strategies to Keep Customers Long-Term

Totango

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .

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Latest Customer Service Trends to Watch For

CrazyCall

“You’ve got to start with the customer experience and work back toward the technology- not the other way around.” – Steve Jobs. The new emerging customer service trends can drive the business to success. These trends are being introduced repeatedly, which are helpful in performing the business functions uninterruptedly as per the market needs.

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The Lasting Impact of Ron Willingham

Integrity Solutions

“Success is more an issue of who you are than what you know.”. By Mike Esterday. That’s one of many enduring quotes from our friend Ron Willingham, who founded Integrity Solutions in 1968. Ron was instrumental in shaping an approach to sales training (and later, coaching) focused on building both skillset and mindset. I’ve been reflecting on Ron’s legacy quite a bit recently, after receiving the sad news that he passed away on August 6 th.

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Why customer service is key to building brand trust

Eptica

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Author: Pascal Gauvrit - CTO As the Summer holidays come to an end, and as customer service teams prepare for the peak Christmas season , it’s the perfect time to highlight the importance of service and experience to business success.

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Retail is Leading the Charge: How Innovative Retail Brands are Setting the Stage for the Future of Retail Digital Transformation

SharpenCX

In 2015, Amazon introduced Dash Buttons. They’re digital buttons embedded in your tablet, phone, or devices around your house. And they give you instant access to the products you order regularly. Need more laundry detergent? Out of dog food? Click your. Read More. The post Retail is Leading the Charge: How Innovative Retail Brands are Setting the Stage for the Future of Retail Digital Transformation appeared first on Sharpen Contact Center Software.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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How to manage negative customer feedback

Customercount

By John Heffernan, EVC Marketing and CustomerCount WRAP Partner What is customer feedback? At its simplest level, customer feedback is authenticated and continuous measurement and reporting of customer experience in order to manage. What is negative feedback? Some may say … Continue reading → The post How to manage negative customer feedback appeared first on CustomerCount.

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Is your call center up for the challenge?

TRUSTID

As advanced criminal tactics make it easier than ever to take over customer accounts, many call center operations have major weaknesses in securing their enterprises. The white paper, “Four Challenges to Phone Channel Authentication,” explores major weaknesses in contact center authentication and the solutions that address these challenges. When it comes to protecting customer accounts and their private information, the top threats facing today’s contact centers include: Spoofed calls.

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How to Pick the Best Customer Loyalty Program For Your Small Business

FiveStars

Customer loyalty is immensely important to small businesses that are building their brand. Acquiring new customers is more costly than retaining old ones, and having insight into what your regular customers like about your business is one of the keys to scaling. One way to encourage customer loyalty is to build a robust customer loyalty […]. The post How to Pick the Best Customer Loyalty Program For Your Small Business appeared first on Fivestars Insights.

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Ask the Experts: How Do You Know When It’s Time to Reevaluate and Rework Your Online Community?

Influitive

Part of what makes someone an exceptional online community manager is the ability to pinpoint exactly what resonates with members and pivot when you’re not offering what they’re looking for. In the two years that he’s been running Webroot’s customer advocate community, Senior Communications Manager, Drew Frey, has become well-acquainted with this fact.

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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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Measuring Customer Effort: The Tethr Effort Index

Tethr

In addition to relying on classic metrics like the Customer Effort Score for measuring sources of customer friction, CX leaders can now use new advanced AI and machine learning to effectively listen for Effort without using surveys – driving faster, more accurate and more reliable insights into the customer experience that can save at-risk customers and spotlight critical business transformation opportunities.

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Augmented Reality and the Network

Spearline

Bob Dylan once said, “the times they are a’ changin” and that couldn’t be truer when it comes to the telco industry. The execution of VoIP , playing around with the idea of cognitive networks , the evolution of the Internet of Things (IoT), using enhanced features like A.I. and unleashing the power of 5G are all significant steps in the ever-running escalator of telecoms.

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Improving Banking Experiences with Revation at Symitar 2019

Revation Systems

Looking to learn more about how new technology is impacting the financial services industry? Join our Revation team, along with other top leaders in the financial field, at the 2019 Symitar Educational Conference & TechConnect in San Diego, California at the Hilton San Diego Bayfront. We’ll be discussing and demonstrating new innovations that are elevating the customer experience in the financial services industry; as well as what advancements in technology means for financial institutions a

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How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story

ChurnZero

How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story. Inflow Communications is one of the nation’s top Unified Communications and Contact Center providers. As a pioneer in contact center and customer experience technologies, Inflow Communications provides training and consulting to hundreds of customers around the world. .

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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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Ask the Experts: How Do You Know When It’s Time to Reevaluate and Rework Your Online Community?

Influitive

Part of what makes someone an exceptional online community manager is the ability to pinpoint exactly what resonates with members and pivot when you’re not offering what they’re looking for. In the two years that he’s been running Webroot’s customer advocate community, Senior Communications Manager, Drew Frey, has become well-acquainted with this fact.

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At the End of the Day…benefit all stakeholders

Nuance

I was pleased to read that the Business Roundtable last week redefined the purpose of a corporation. Previously, corporations were defined to exist primarily to serve shareholders. The Business Roundtable’s new statement signed by 181 CEOs, is a commitment to lead their corporations for the benefits of all stakeholders – customers, employees, suppliers, communities, and […] The post At the End of the Day…benefit all stakeholders appeared first on What’s next.

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5 Essential Contact Center Components

Working Solutions

As experts in the delivery of on-demand contact center services, we never tire of explaining the ins and outs of how they work and what they can offer businesses. To that end, we’ve recently explored the basics of the modern contact center — including how to know whether your business needs one, and, if so, […].

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FreshGrade Taught Me How to Give Effective Feedback

FreshGrade

Article written by: Kimberley Moran from We are Teachers. If you’re anything like me, you spend more time than you want on organizing systems and note taking to track student progress. I wanted to spend more of my planning time learning to give good feedback. FreshGrade is a free platform that helps teachers not just plan content and communicate with parents, but also document students’ work and give them fast and effective feedback.

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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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Spam calls are on the rise… but CallShield® has CallSource® customers covered.

CallSource Insights

CallSource blocks unwanted spam calls to your business. During the first half of 2019, spam calls accounted for between 10% and 12% of all calls. This figure is based on approximately 75,000,000 calls to CallSource customers. If this were not bad enough, in July and August, spam calls spiked to approximately 17% of all traffic! Anyone who owns a telephone knows all too well how many unwanted calls are targeting the public these days.

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Webinar: Mastercard, Google and Microsoft Reveal Their CX Strategy

CSM Magazine

The customer service department is amid a crucial transition from “just a cost-center” to customer-centric strategy driver. However, there are two key strategy changes leaders are simply not delivering on. As a leader, you must ask yourself: Are my strategies helping or hindering my team’s success? Don’t chance it! Join Incite’s must-attend webinar, “Barriers to Delivering the Ultimate Customer Experience” (Sept 4, 10AM EST) and make sure it’s the former.

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The next-gen tools telcos need to win over digital-first customers

TELUS International

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Emergency Answering Service Disaster Planning Tips

Ambs Call Center

Hurricane season is officially upon us. Whether or not your business is in an area prone to hurricanes, it’s wise to be prepared for the unexpected. Though the threats vary by location, no business is immune to some sort of hazard.

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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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Our Team's Insights from Gamescom 2019

5CA

Gamescom is by far the biggest gaming convention that gathers hundreds of thousands of gamers and companies from the industry every year in the German city of Cologne. It was the 3rd time we participated in this event and the 2nd time we partnered with our friends from Helpshift. Together we were thrilled to talk about creating custom-crafted player experience solutions for gaming companies.

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Hurricane Dorian Updates

iQor

Employee Safety is Our Top Priority.

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