Callminer

FEBRUARY 2, 2018

Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently. With managers often having large staffs of call center representatives to manage, regulatory compliance requirements to address, customer satisfaction to uphold, sales targets to hit, and more, it’s no surprise that call […].

Call Center 318

Call Center Management Sales Best practices 318

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. What comes to mind when you think of a bachelorette party?

Airlines 213

Airlines Customer Service Surveys Feedback 213

aircall

FEBRUARY 2, 2018

In the beginning, you and your co-founders bootstrapped solutions and personally attended to each customer like they were newborn kittens. Your internal messaging system was a tap on the shoulder, and your communal desk doubled as a ping-pong table (or was it the other way around?). Startup life can be gritty and romantic, that’s for sure. But now the product is selling like hotcakes, you’ve been featured on Product Hunt, and venture capitalists are sleeping in tents outside your apartment.

Customer Support 103

Customer Support Multichannel First call resolution Analytics 103

Aspect

FEBRUARY 2, 2018

Over the last several months I’ve continuously seen ‘ Sophia’ , in the news. Whether she is trolling Chrissy Teigen, taking her first steps at CES, or discussing her future in Korea, Sophia is sure to be nearby whenever I’m scrolling through the news. For those of you who may not have heard of Sophia, she is a robot created by Hanson Technologies that combines robotics and Artificial Intelligence.

Chatbots 70

Chatbots Technology Enterprise Contact Center 70

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

PeopleMetrics

FEBRUARY 2, 2018

Hi everybody! Today I'm really excited to release the first video in a new series called CX Secrets , where I'll be talking about exclusive bonus materials from a book I'm working on titled Listen or Die! The 40 Lessons That Turn Customer Feedback Into Gold. CX Secrets includes exclusive bonus material from Sean's book. Download the video transcript here.

Consulting 70

Consulting Consulting Feedback Analytics 70

Mindtouch

FEBRUARY 2, 2018

Humans are inclined to travel by the path of least resistance. It’s why we check traffic before our morning commute, the reason we grab the pre-packaged bagel rather than roll out the dough and fire up the oven. Customer experience is no different. Most customers prefer one support call to two— self-service over having to wait on someone else for answers.

Customer effort 54

Customer effort Customer Experience Self service Metrics 54

Knoah

FEBRUARY 2, 2018

Strong relationships with customers are essential to growing a business, and consistently high-quality service is key to nurturing those connections. Many organizations are committed to providing users with friendly, expert assistance but need the resources to optimize and streamline these interactions at scale. Outsourcing contact center services can be a powerful means for advancing an organization’s goals for customer engagement.

Customer Service 48

Customer Service outsourcing Contact Center Technology 48

OctopusTech

FEBRUARY 2, 2018

Here goes an interesting fact about smartphones, out of the total population of the world which is roughly 7 billion, 3.7 billion own mobile phones. The fact seems much more intriguing when you realise that only 3.4 billion own toothbrushes. Smartphone, which is basically a handheld personal computer that comes with a mobile operating system, works nothing less than life blood for today’s generation.

Call Center 48

Call Center Telemarketing Customer Care Technology 48

CSM Magazine

FEBRUARY 2, 2018

A visit to a busy restaurant, some barbecue sauce and a beautiful jacket provide a valuable lesson in customer service. The restaurant was extra busy when a waiter stumbled while carrying a bowl of barbecue sauce, spilling it on a beautiful jacket draped over a chair. The waiter apologized and wiped the sauce off the jacket. He then excused himself and returned with the manager.

Advertising 45

Advertising Scripts Sales Marketing 45

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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

Grupo Noa

FEBRUARY 2, 2018

Every time a customer speaks to a customer service staff representing a certain firm, the courtesy and professional ethics of the contact center spokesperson create immense impact in the minds of the customers. In reality, such things woo the customers a lot and win their hearts instantly too. The recent call center survey has found that 81% of the current companies prefer American call center because of their utmost professionalism and expert telecommunication skills.

Call Center 52

Call Center outsourcing Telecommunications Scripts 52

iCiDIGITAL

FEBRUARY 2, 2018

So here we are. You’ve finally come to the end of what has been a long, arduous journey. The road has been fraught with internal debates, delays, budget conundrums, revisions, and more meetings than you’d care to count. You’ve gone through discovery sessions, user testing, and wireframing…followed by more user testing. Visual designs have been submitted, argued, revised, re-submitted and you’ve now finally reached the fabled holy grail.

Metrics 40

Metrics 40

Grupo Noa

FEBRUARY 2, 2018

Every time a customer speaks to a customer service staff representing a certain firm, the courtesy and professional ethics of the contact center spokesperson create immense impact in the minds of the customers. In reality, such things woo the customers a lot and win their hearts instantly too. The recent call center survey has found that 81% of the current companies prefer American call center because of their utmost professionalism and expert telecommunication skills.

Call Center 40

Call Center outsourcing Telecommunications Scripts 40

FreshGrade

FEBRUARY 2, 2018

Busy week? We’re here to help. Here’s our roundup of top educational stories from the past seven days: Microschools “emphasize interdisciplinary project-based learning, building social skills such as communication and critical thinking, and tailoring instruction to the needs of each individual student.” Could they be the future ? The Atlantic discusses how “Mark Zuckerberg and others continue to tout the potential of personalized learning, pointing to decades-old research that’

Education 40

Education Personalization Technology 40

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

Talkdesk

FEBRUARY 2, 2018

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. When thinking about performance, customer management thought leaders have historically focused on the supposed trade-off between efficiency and customer centricity. A business, in their eyes, could either emphasize fast, transactional interactions or elaborate, emotionally driven conversations.

Contact Center 40

Contact Center Average Handle Time Customer centricity Metrics 40

CSM Magazine

FEBRUARY 2, 2018

Ascensos, the Scottish-based contact centre management specialist, has presented Glasgow Children’s Hospital Charity (GCHC) with a cheque for £17,500 after a fantastic fundraising effort. Each member of the 1,000 strong Ascensos team, across its sites in Motherwell and Clydebank, played a part in raising money for the charity throughout 2017. The team beat its own ambitious £10,000 target by holding regular events including fun Fridays, a pay day lottery and seasonal activities such as Halloween

Management 40

Management Customer Service 40

Verint

FEBRUARY 2, 2018

MarTech Magnified: Evolve Your Marketing with Changing MarTech. February 2; Tysons Corner, Virginia. Verint’s Nancy Porte, vice president, global customer experience, will be part of a panel presenting “Customer Experience, Customer Success, Customer Retention: Are They All the Same?” from 4 to 4:45 p.m. ET. Today’s tech-savvy marketers are obsessed with both customer retention and conversion, so this panel will present three marketing leaders in customer experience and customer success to discu

Marketing 23

Marketing Customer retention Customer Experience Customer Service 23

CSM Magazine

FEBRUARY 2, 2018

Top U.S. and Canadian car dealers are recognized for high marks in online customer reviews. DealerRater, the car dealer review website, has announced the winners of its annual Dealer of the Year Award program. Award recipients are recognized for distinction in outstanding customer service based upon consumer reviews of dealership experiences shared on DealerRater.com and DealerRater.ca.

Automotive 40

Automotive Customer Service Personalization Management 40

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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

Branch Mesenger

FEBRUARY 2, 2018

Shiftonomics Webinar: How Personalization & In-Store Experience Impact the Future of Retail. Webinar Date: Hosts: * Taylor Pipes, Content, Branch Messenger ( [link] , [link] ). * Ryan Broshar, Managing Director, Techstars ( [link] , @techstars). Taylor Pipes: Hello, I'd like to welcome everyone to Shiftonomics' first webinar powered by Branch Messenger.

Real estate 67

Real estate Marketing Technology Personalization 67

CSM Magazine

FEBRUARY 2, 2018

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty. For the 12th consecutive year, Brand Keys has honored Dunkin’ Donuts as a coffee leader in providing guests with a superior customer experience. According to the 2018 Brand Keys Customer Loyalty Engagement Index, Dunkin’ Donuts is once again a top brand for consumer loyalty in the out-of-home coffee category.

Consulting 40

Consulting Consulting Marketing Technology 40

Mindtouch

FEBRUARY 2, 2018

SaaStr is definitely the largest community of people who like enterprise software on the planet. It’s a great community of people trying to build companies and learn from one another. It’s pretty amazing to see. Aaron Levie CEO, Cofounder & Chairman of BOX. Listen to 8 Influencers Explain SaaStr in Their Own Words. Who’s featured?

SaaS 54

SaaS Best practices Enterprise Marketing 54