Wed.Aug 07, 2019

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Why Some Friction In Your Experience Is Good

Beyond Philosophy

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases.

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Four Ways to Attract and Retain Millennial Agents

Contact Center Pipeline

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials, making them the largest generation in the U.S. workforce and the prime pool for current and prospective contact center agents. Because of […].

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Trending Sources

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Mobile-focused Customer Support: Why It’s Important and Where to Begin

UJET

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Customer Service May Not Be Your First Priority, and That’s Okay

ShepHyken

Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.

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The 2023 Verint Experience Index: Retail

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

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Look Beyond The Web: 7 Ways To Promote Your Small Business Offline

Joe Rawlinson

While smartphones and screens of various sizes permeate our lives, it can actually be detrimental to think that all of your business marketing needs to be digital. By relying entirely on social media and online search results, you’re limiting a huge potential to reach your consumers. Your company will need to invest in online marketing, however, every small business can benefit from strong offline promotions in order to grab the attention of potential customers.

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ACE 2019 Recap: Aspect Master Program

Aspect

If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). In addition to amazing insight in our general sessions, the networking opportunities, the lobster tails—seriously, there were lobster tails—we had a new addition for breakout sessions. Debuting this year at ACE, the Aspect Master Program offered attendees the opportunity to become experts on solutions they use every day: forecasting Aspect® Workforce Management and design fundamentals for

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Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.

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How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

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Why closing the loop is vital to Voice of the Customer success

Eptica

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. Author: Taoufik Massoussi - Product Manager & Head of AI Gaining real value from your Voice of the Customer (VoC) program requires not just collecting insight, but ensuring that all relevant teams across the business have access to this intelligence, and can then act on it.

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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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Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service.

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Looking Back to the Future: 6 Statistics to Guide You into the Future of Contact Center Work

SharpenCX

Ok, so we don’t have flying cars powered by recycled goods like Doc Brown thought. But technology is changing our world fast. Every industry is more digitalized and more automated every year. It’s hard to keep up. And, It’s easy. Read More. The post Looking Back to the Future: 6 Statistics to Guide You into the Future of Contact Center Work appeared first on Sharpen Contact Center Software.

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Why You Need Omnichannel Customer Engagement Solutions?

Etech GS

When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true for call centers as it is for other types of businesses. One aspect where companies can become stubborn is communication. A business that has excelled from taking only phone calls at their contact centers, for instance, may not be willing to open up new lines of communication through email, live chat, social media, and other omnichannel customer engagement options.

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Introducing GetFeedback for Field Service Lightning

GetFeedback

GetFeedback turns Field Service Lightning into a more well-rounded solution by providing deeper visibility into the onsite service experience.

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The Open CCaaS Advantage Report

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.

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Why Surveys Are More Important Than Ever

Concentrix

Learn how to integrate new technologies and methods into your survey strategies. The post Why Surveys Are More Important Than Ever appeared first on Concentrix.

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3 simple tips to promote employee productivity

JustCall

Getting people to do work is tough. When you are paying someone a monthly salary, you need to make sure that in an ideal situation, the employee has earned what they earn justifiably. However, this does not mean forcing them to do 1.5x amount of work for the x salary that they are paid. Unless of course, the employee is happy to do so willingly. However, this is an ideal situation.

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Deliver a First-Class Travel Experience with Conversational AI

Interactions

What do you think of when you think of first class? A glass of champagne? A hot hand towel? A flight attendant rushing to your assistance at the push of a button? As traveling becomes more mainstream, these amenities may seem like a distant dream. Instead, we are faced with the reality of overbooked flights, long wait times, and crowded airports. It’s no wonder that airlines seem to get drowned in complaints on social media.

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Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service.

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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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How insurance companies can decide on which CX Metrics to use

Quadient

How insurance companies can decide on which CX Metrics to use. p.deluca. Wed, 08/07/2019 - 15:13. Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to: communicate the rationale for previous investments. validate whether improvements to the customer experience have taken place. set goals and targets for future improvements. intervene when remedial action is needed.

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4 Ways Agents Can Help Create the Ideal Customer Journey Map

TechSee

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Newsletter Time - August Issue Published Now

Jon Arnold

It’s that time again, and there was a lot going on in July. If you follow me, you’ll know I was busy recently at Voice Summit 2019 , and if you liked that, you’ll want to subscribe ASAP, as our featured podcast is a recap of the event. That content is exclusive for subscribers for the next couple of weeks, so subscribe here if you want it now , along with all the updates I have to share for July - and ther'e’s a lot.

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The Significance of Customer Effort Scores

Spearline

One of the main questions customers always ask when getting involved with a new company is: "How easy can they handle my issues?" About 99.9% of customers expect to hear this response: "Effortlessly." In this fast-paced, digital age we live in, everything is rated and recommended to the next potential customer. People WANT to hear if a business is useful or not before dipping their toes in for themselves. 5 stars here, "satisfied" scores there, businesses both demonstrate

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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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How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Connect

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge.

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ConcentrixCX Connect

Concentrix

Learn how to capture customer feedback inside digital experiences. The post ConcentrixCX Connect appeared first on Concentrix.

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How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Connect

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge.

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How Much Does it Cost to Hire a Call Center?

A Better Answer

Hiring a call center is a great way to ensure fluid communication between your business and your customers. It also enhances customer service and increases customer satisfaction, so your customer has a reason to return to your business when they are in need. With a call center, your business will be able to handle calls more efficiently like never before and inevitably relieve that burden from other places within your company.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Quiq Business Messaging Video: Why Businesses Need Messaging

Quiq

Share This Story. Business messaging is the modern way brands and customers are having conversations. Quiq’s Conversational Engagement Platform is enabling companies to provide consistent jaw-dropping customer experiences across SMS/text messaging , rich messaging , web chat , and social channels. With Quiq, brands can easily orchestrate commerce and service conversations involving both bots and humans.

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Here’s What’s New from July 2019 | Kommunicate Product Updates

kommunicate

Your favorite customer support tool got some powerful updates and features in the month of July. The recent update includes the multiple language support for welcome messages, the latest version of mobile SDKs and other improvements. If you have missed previous versions of product updates, Read here. Web App Multiple languages support for welcome messages Now [.].

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Magnify Your Inside Sales With These 6 Inside Sales Training Tips

Calltools

Each member of your sales team needs the right training to reach his or her goals. You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program. 1) Improve Product Knowledge by Using Real-Life Sales Situations Inside sales techniques work best when your employees understand every aspect of your products and services.

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