UJET
DECEMBER 6, 2018
Proper training gives your team the tools they need to provide an exceptional customer experience. When you incorporate customer data into training programs you're ensuring that every agent understands how customers actually interact with your team. This makes it easy to anticipate the customer's needs, understand their feelings, and guide them along the customer journey.
Noble Systems
DECEMBER 6, 2018
Starting a new position in a contact center can be both exhilarating and overwhelming. New employees want to get up to speed quickly on the company’s products, processes and people. Employers want new hires to feel welcomed, and educate and train them efficiently and effectively to reduce the amount of time it takes for them to become fully productive.
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kommunicate
DECEMBER 6, 2018
We have seen the evolution of chatbots. From a mere concept to helping humans in various tasks, chatbots have come along well. But, let’s all agree that talking to machines is no fun. Texting, by nature, is a very emotional activity and humans expect a similar involvement from the other side. How frustrated do you [.]. The post How to Humanize Your Chatbots?
Beyond Philosophy
DECEMBER 6, 2018
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign. The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too.
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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.
Contact Center Pipeline
DECEMBER 6, 2018
Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their target. For others, it is often a matter of chance. A set of circumstances presents someone with an opportunity to take on a role that they might not otherwise have considered […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
DECEMBER 6, 2018
Many companies that sell a product or service to customer service teams have a corporate blog. It's part of a content marketing strategy that brings visitors to the company website, establishes some brand awareness, and hopefully generates sales. A lot of those blogs are hard to read. They're overly self-promotional. Content is generic and written with no real viewpoint.
Kayako
DECEMBER 6, 2018
When collected and implemented properly, customer feedback can help improve your product and the services that support it. Learning of how customers perceive your business is critical to building a customer-centric culture that strives to provide the best possible experience for prospects and customers alike. In this article we are going to explore the best and most effective ways to approach customers for feedback.
TELUS International
DECEMBER 6, 2018
For digital transformation to work, corporate culture needs to be nimble, collaborative and open to calculated risk.
AskNicely
DECEMBER 6, 2018
One of the best ways to engage with your happiest customers is to invite them to refer a friend or colleague (especially if they’ve just filled in a Net Promoter Score survey saying they’d happily do exactly that!). And, of course, you also want to take the chance to make your happy customer a little bit happier still, so offering some sort of reward for a referral is often a good idea.
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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
Nuance
DECEMBER 6, 2018
Quantum Leap There was a TV show called “Quantum Leap” where Sam Beckett, a scientist, is trapped in a time travel experiment gone wrong and “leaps” into a different person’s body each week. Every episode starts with the moments after he leapt into the next body and he found himself in a funny (or dangerous) situation. Sam had […] The post “How many ounces in a cup?
Avoxi
DECEMBER 6, 2018
SIP virtual numbers continue to grow in popularity with South African-based businesses and contact centers. With the deployment high-speed fiber optic infrastructure, a SIP number has become a more attainable options for businesses looking to stay ahead in a highly-competitive and complicated business market. You heard someone boasting about their new SIP phone number… The post South Africa SIP Virtual Number Guide appeared first on AVOXI.
Aspect
DECEMBER 6, 2018
In Bezug auf Weihnachtsgeschenke stößt die Maxime „Weniger ist mehr“ wohl nicht unbedingt auf viele Anhänger – aktuellen Umfragen zufolge werden die Deutschen dieses Jahr rund 470 Euro für Weihnachtsgeschenke ausgeben, Ein Plus von 1,4 Prozent zum Vorjahr. Dieses „mehr“ wird den Handel und die Beschenkten freuen! Um dazu beizutragen, dass das Schenken auch für die Schenkenden mehr Freude macht, können Unternehmen aber für „weniger“ sorgen.
Guru
DECEMBER 6, 2018
On Tuesday I sat down with Michael Redbord, General Manager of Service Hub at HubSpot , to talk about the paradigm shift in customer service (CS) and how the function is becoming a key revenue driver for businesses. Prior to taking the helm of the Service Hub, which offers teams modern customer service tools to adapt to today’s empowered customers, Michael was VP of Services and Support at HubSpot, after having held support and CS leadership roles there for over 8 years.
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.
ConvergeOne
DECEMBER 6, 2018
While many organizations have begun to move Unified Communications (UC) and Contact Center (CC) applications to the cloud, their cloud journeys are nowhere near complete. Organizations in the midst of this transition would benefit from taking the time to build a smarter path to the cloud by developing a comprehensive cloud strategy that addresses their specific business needs.
NICE inContact
DECEMBER 6, 2018
SLA stands for, of course, Service Level Agreement. You could say at its most generic, an SLA is almost like a promise that a service provider makes to a customer about the quality of service they will provide. Contact center SLAs can be external, for example in a contract with a customer for an Outsourcer (aka BPO), or internal, to measure, document and communicate your contact center’s performance for stakeholders within your organization, or to compare with other contact centers.
Mindtouch
DECEMBER 6, 2018
The terms artificial intelligence (AI) and chatbot are becoming increasingly ubiquitous. This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. Alas, with ubiquity comes misunderstanding. How often do we hear the terms chatbot and AI misused, or used interchangeably? To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service.
NICE inContact
DECEMBER 6, 2018
Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.
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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.
Alorica
DECEMBER 6, 2018
By Richard Kestenbaum December 4, 2018 You already know that customer satisfaction is important. What you may not have known is that high customer satisfaction indicates that financial performance expectations will be exceeded. There’s data indicating that when research analysts and management have forecasted earnings for a retailer, there’s a better chance that those targets will be exceeded if.
OctopusTech
DECEMBER 6, 2018
Is it only me or do you too find hundreds of blog posts floating on the internet towards the end of every year about what the new web design trends are going to be? And have you also noticed that although everybody has a piece of their own mind, all we get to read are similar articles about similar things over and over again. Why do you think that is?
Jon Arnold
DECEMBER 6, 2018
“I like our poker hand.” Me too. That’s the main message Vonage’s CEO Alan Masarek conveyed to our tribe last week at their first-ever analyst event. For a change, this was an analyst-only gathering, and you can’t beat that for listening and learning from each other. Maybe 20 analysts and Vonage’s brain trust going over their roadmap and vision for the road ahead.
Provide Support
DECEMBER 6, 2018
Holidays provide a great opportunity for companies not only to sell more to repeat clients but also to acquire new customers. Together with a great opportunity to gain, comes a big chance to lose customers in the holiday season if you offer them bad customer service. Customer service is almost always the first impression a customer will have with your company, so it is important to handle it the right way and not scare your customers away.
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!
Playvox
DECEMBER 6, 2018
Customer service is a pivotal aspect of running a successful business. Research shows 83 percent of buyers require some kind of support throughout their customer journey, though this actually rises to 90 percent for those with little experience of online shopping.
C Space
DECEMBER 6, 2018
Hunting for Black Swans. How do you prepare for the unexpected? Oftentimes, you can’t. But anybody can become hardy when they’re faced with enough unknowns. Having faced frequent client challenges, Lucy Handley, Head of CORE at C Space London, offers her 3 top tips on how she overcomes the unexpected… Tweet. Lucy Handley. Head of CORE at C Space.
Working Solutions
DECEMBER 6, 2018
Just as expanding technology has changed the basic nature of American commerce in recent decades, so too has it changed employment standards. With the advent of the virtual workforce and gig economy, today’s managers are much more likely to be leading teams that are based not only in different offices, but perhaps even different cities, […]. The post 7 Steps for Applying Transformational Leadership to the Virtual Workplace appeared first on Working Solutions.
24-7 InTouch
DECEMBER 6, 2018
In today’s world, and especially in the customer care industry, companies are spanning their operations across multiple countries, languages and time zones. This can cause some challenges, especially around internal communications. So, how does a global brand communicate seamlessly to all team members as one entity? Intranets. They break down barriers and enable sharing on a new level.
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
bold360 Blog
DECEMBER 6, 2018
Bot-o-phobia? AI Anxiety? If there’s a term for the fear that chatbots will make human customer service agents extinct, we don’t know what it is—but it’s a thing. A recent study we conducted found that, 68% of businesses surveyed agreed that their human agents are worried about being replaced by chatbots. With more and more businesses bringing AI into their CX mix, it’s not surprising.
Creative Virtual
DECEMBER 6, 2018
By Chris Ezekiel, Founder & CEO. There’s such a buzz around artificial intelligence (AI) and chatbots today, and it’s certainly a space that has changed a lot since I founded Creative Virtual 15 years ago. The learnings we have gained over the years are an important differentiator for our company and positively influence how we develop and implement our technology.
C Space
DECEMBER 6, 2018
The Fear of Driving and the Future of Not. For those who find driving a stressful experience, the concept of autonomous vehicles looks promising. But the mobility sector hasn’t quite cracked the issue of trust. What can the auto industry do to build this trust? Nicola Spitzer, Senior Consultant at C Space, explains why a little bit of empathy can go a long way… Tweet.
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