UJET

JANUARY 31, 2019

Imagine how much you’d learn if you were a fly on the wall whenever customers talked about your product or service.

Customer Experience 63

Customer Experience Customer Support Customer Service 63

Satrix Solutions

JANUARY 31, 2019

In part 1 of this blog series , we shared the wealth of knowledge we believe every company should be striving to capture from the sales process. I haven’t met a business leader who would pass up the opportunity to learn so much about how their company and offering is perceived versus their primary competitors. Today, let’s discuss how can you obtain this valuable insight.

Sales 68

Sales Feedback Surveys CRM 68

CrazyCall

JANUARY 31, 2019

Welcome to Part 4, the last, but certainly not least piece of our 4-part blog series on the key call center metrics that will help you gain powerful insights into the performance of your sales and customer calls. In Part 1 and Part 3 we’ve told you about 10 most crucial inbound call center KPIs you can monitor daily, weekly or track over a specific period of time.

Call Center 53

Call Center Metrics Management B2C 53

ProProfs Blog

JANUARY 31, 2019

Generating new business and growing your company is surely a tough task. Winning new business and then providing world-class customer service is surely not without its ups and downs. You do your best to build out a team—inside sales, outside sales, customer success—to get them to work as an efficient, customer-focused unit. You train them in how to deal with customers as part of your employee onboarding program.

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Best practices Customer centricity Sales Feedback 129

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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.

Fonolo

JANUARY 31, 2019

We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).

Customer Service 93

Customer Service Chatbots Interactive Voice Response Banking 93

Contact Center Pipeline

JANUARY 31, 2019

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics on technology, customer service trends, the supervisor’s role, tackling absenteeism and how to deliver bad news. What to Do When Your IVR Goes Out of Support As some folks gaze into […].

Interactive Voice Response 79

Interactive Voice Response Technology Customer Service Call Center 79

Ameyo

JANUARY 31, 2019

Microsoft Dynamics 365, an enterprise resource planning (ERP) & Customer Relationship Management platform, committed to enhancing the productivity of customer service organizations has launched its Channel Integration Framework. Dynamics 365 Channel integration framework is a cloud-to-cloud extensible framework to integrate third-party channel providers with MS Dynamics 365 Unified Interface Apps.

Enterprise 88

Enterprise Management Customer Service 88

Totango

JANUARY 31, 2019

Every successful SaaS company must be a strict disciple of the culture of the customer. This culture reflects the current customer-centered economy that has arisen through the digital transformation of business. The personalization of subscription services means customers expect an individual experience from every product they engage in or they will simply move to a competitor.

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SaaS Metrics Accountability Education 79

TELUS International

JANUARY 31, 2019

Download our short guide full of insights and tips that you can apply to your own digital transformation journey.

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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

OctopusTech

JANUARY 31, 2019

What is LPO? The legal industry surge to the outsourcing of complex tasks these days. The concept of Legal Process Outsourcing (LPO) includes research, intellectual property services, contract negotiation, and due diligence. Today, more and more companies are believing that outsourcing legal processes with expert knowledge is hassle-free and good for their business.

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outsourcing Government Technology Analytics 67

SharpenCX

JANUARY 31, 2019

Your contact center’s HR and recruitment teams are constantly flipping through resumes to interview new candidates and fill open seats with qualified agents. Abysmal retention rates and a competitive labor market makes hiring new agents a daunting process. As you. Read More. The post How To Make Your Interview Process Candidate-Centric appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center Marketing 64

Customers That Stick

JANUARY 31, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

Working Solutions

JANUARY 31, 2019

As a caring culture, Working Solutions empathizes with our clients and their customers, going above and beyond to identify with them and ensure excellent service. We’re the go-to company that people count on. This same spirit is seen in the volunteer work that employees do year-round in their communities across the United States. As a […]. The post Company’s New Volunteer Program Could Provide 3,000+ Hours of Service appeared first on Working Solutions.

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virtual call center Best practices Call Center outsourcing 64

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

Toister Performance Solutions

JANUARY 31, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. I started using Lyft about 18 months ago. One thing that immediately surprised me was how consistently positive my rides have been.

Advertising 60

Advertising Feedback Wait times Customer Service 60

Monet Software

JANUARY 31, 2019

What is the difference between Quality Management (QM) and Total Quality Management? The answer is simple – Total Quality Management is an effort that involves everyone at your contact center, as well as everyone at the company at large. Of course, contact center managers only have control over the agents and trainers and coaches on their workforce.

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Quality management Management Contact Center Coaching 59

Hero Digital

JANUARY 31, 2019

As an office manager at a fast-paced creative agency like Hero Digital, no day is ever the same (except for running the dishwasher and unloading it!). My days are filled with a variety of tasks, from rearranging furniture and ordering lunch for client meetings to organizing our next volunteer or team-building event. I have gotten to assist with marketing events, onboarding new hires, the set-up of VIP client meetings, and helping design and move all of our employees into our 5,400 square foot of

Management 54

Management Advertising Accountability Marketing 54

Monet Software

JANUARY 31, 2019

One way to attract better contact center agents is to offer a path out of that job into a management level position. But if you’re going to provide that incentive, it’s also important to be clear about the requirements for being a manager, so they will know what is expected of them should they choose to pursue that path. What should you look for in an upwardly mobile agent?

Management 59

Management Contact Center Analytics Education 59

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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

Nuance

JANUARY 31, 2019

When you read the title, did you think this blog would be about respecting your elders? When we hear the phrase, “show your respect,” it’s usually in that context. I want to challenge us all to think more broadly about respect, because respect is simply treating people in a way that makes them feel cared […] The post At the end of the day…show your respect appeared first on What’s next.

Healthcare 53

Healthcare 53

Guru

JANUARY 31, 2019

Happy customers, happy life – that’s the saying, right? Yesterday I co-hosted a webinar dedicated to customer happiness alongside Sarah Sheikh, head of customer success at Front. Sarah and I chatted through our top eight rules for CX teams to follow to make customer happy.

Customer Support 48

Customer Support 48

aircall

JANUARY 31, 2019

It’s the moment we’ve all been waiting for: GetApp has declared Aircall the No. 1 call center software. . The research firm’s quarterly review scores have always shown Aircall to be a top contender, but recent improvements in performance, usability, and security have pushed us to top spot. . And while you better believe we’re celebrating this milestone, it’s important to remember the work that’s brought us here and how we intend to continue improving our call center software experience.

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call center software Call Center Engineering CRM 48

Monet Software

JANUARY 31, 2019

Some contact centers do not classify their customers at all – it’s just one more data list to track when there are only so many hours in a day. Is it worthwhile? We think so. Every business has customers facing unusual or difficult circumstances. If an agent can recognize the signs of vulnerability, he or she may be able to better serve that customer, and hold on to that business.

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Analytics Contact Center 48

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!

Feedback

Advantage Communications

JANUARY 31, 2019

Ever wondered why your consumers are continually leaving your business for one of your competitors? It could be that your customer service team is simply not resolving issues in a timely manner.

First call resolution 49

First call resolution Best practices Customer Service Contact Center 49

Monet Software

JANUARY 31, 2019

It’s still January, which means we’re still sifting through articles all over the internet offering tips, strategies and predictions for the coming year. While many seem to agree we are in the midst of a sea change in how customers will choose to engage with companies, there is little agreement on how quickly we’ll reach the point where today’s contact centers will no longer resemble the next iteration.

Customer Service 48

Customer Service First call resolution Self service Contact Center 48

ConvergeOne

JANUARY 31, 2019

Last week, 14 ConvergeOne thought leaders traveled to Austin to participate in 27 sessions during Avaya ENGAGE 2019. Many remarked upon the high level of enthusiasm that was present throughout the event, as attendees recognized exciting innovations with Avaya technologies and the IT industry that are making the technology of tomorrow available today.

Technology 47

Technology 47

Monet Software

JANUARY 31, 2019

There are many different ways to approach the challenge of agent training. But most of them contain some variation of a few essential elements. Here are three “dos” and “don’ts” that we believe will improve your training efforts. DO: Allow Agents to Self-Evaluate. Self-evaluation should be encouraged, as it not only allows every agent to improve without supervision, it frees up trainers to address other issues.

Contact Center 48

Contact Center Surveys Feedback Personalization 48

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

Talkdesk

JANUARY 31, 2019

You want to help your customers, you really do. So you write a gorgeous 75-page User Manual, which answers every conceivable question your customer might have about using your product or service. And then you learn the ugly truth. Nobody reads the User Manual, even though it answers the questions they’re calling and emailing you to ask. That’s where a Quick Start Guide comes in handy.

Call Center 44

Call Center Customer Service 44

Playvox

JANUARY 31, 2019

Reporting is a key part of a transformative quality assurance program. Good reports empower you with different types of data in a fast, user-friendly format: you can view changes in performance, progression of your employees and overall impact of QA on your team without having to scour pages of complex information yourself.

Customer Experience 40

Customer Experience 40

Serenova

JANUARY 31, 2019

I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers. In contrast to areas such as marketing and sales, where marketing automation and CRM solutions are more often in the cloud than not, it continues to surprise me that contact centers haven’t wholeheartedly made the transition yet.

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