ShepHyken

MAY 30, 2018

It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.

Transportation 236

Transportation Personalization Customer Experience Sales 236

Call Center Weekly

MAY 30, 2018

What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers. And many people rise to a leadership position because of their abilities in this area.

Sales 157

Sales Management Customer Experience 157

Myra Golden Media

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture. Millennials now make up about 50% of the workforce.

Construction 149

Construction Customer Service Coaching Feedback 149

Contact Center Pipeline

MAY 30, 2018

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer experiences. They matured alongside web and mobile, so adaptation to new channels and communicating across these channels seamlessly is second nature—and they expect businesses to be equally adaptable and fluid.

Technology 140

Technology Customer Experience Contact Center Call Center 140

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Customer Guru

MAY 30, 2018

We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. We are sure that inculcating the OPACE of customer-centric behavior in employees first would help any organization in ensuring customer delight at all times.

Customer centricity 95

Customer centricity Scripts Coaching Engineering 95

Fonolo

MAY 30, 2018

Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? This question has been with us since the earliest web sites and IVRs started to offload the simplest tasks from agents.

Self service 74

Self service Chatbots Call Center Contact Center 74

Influitive

MAY 30, 2018

The rules of the game have changed—having the best software is no longer enough. Instead, delighting customers throughout their buying journey is the only way to meaningfully engage and retain them in today’s marketplace. A recent study by Walker predicts that “by 2020, customer experience will overtake price and product as the key brand differentiator.”.

Customer Experience 63

Customer Experience B2B Marketing 63

Outsource Consultants

MAY 30, 2018

In a recent article , Kelsey Brazill discusses how customer expectations are shifting. This is a result of increased accessibility due communications channels such as email, live chat support, social media, and more being added to the customer journey. With all these channels co-existing with traditionally phone service, customers expect their interactions to be fluid and consistent across all of them.

Contact Center 52

Contact Center Scripts outsourcing Chatbots 52

Sykes

MAY 30, 2018

“I love helping people. I’ve always been like that,” says SYKES DeLand agent Alicia Matos. Having a helping heart for as long as she can remember, Alicia was working part-time in retail sales but was looking for something more rewarding – a workplace where she could grow and find a home for her positive, empathetic disposition. She found that opportunity at SYKES.

Coaching 56

Coaching Call Center Sales Customer Support 56

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

Outsource Consultants

MAY 30, 2018

Have you ever encountered customer service that didn’t meet your needs? Join the club! We’ve all experienced customer experiences filled with counterintuitive assistance. Krysta Gahagen recounts such an experience in her article , and she says that the reason for this issue is lack of customer intimacy. In general terms, customer intimacy is tailoring the entire customer to their specific needs and interests throughout the entire customer journey.

Contact Center 52

Contact Center outsourcing Scripts Consulting 52

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Published on: May 30, 2018. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

Mindtouch

MAY 30, 2018

Give me any customer support team and I can guarantee that figuring out how to reduce support tickets is a top priority. That’s because high ticket volume puts a strain on support agents, frustrates customers, and can create quite the financial expense. One way companies attempt to reduce call center volume is through online self-service. By giving customers a way to quickly answer questions and resolve issues on their own, we (potentially) remove the need to contact support.

Self service 48

Self service Metrics Customer Support Customer effort 48

Tenfold - Contact Center Blog

MAY 30, 2018

Millions of users rely on Microsoft Dynamics CRM as the central hub for all their customer data. Client-facing teams use it to aggregate and analyze data on prospects to inform and support the execution of their sales and service strategies. Dynamics is one of the leading CRMs in the market—because of this, third-party enhancements and programs are constantly being built in the pursuit of making the most out of the CRM.

CRM 48

CRM Sales Call Center Metrics 48

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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

Bright Pattern

MAY 30, 2018

Omni Interactions works with Fortune 1000 companies to transform traditional contact center operations into cloud-based, omnichannel-ready centers that better support today’s customer expectations for brand interaction. By pairing socially savvy, well-trained remote agents with purpose-built technology, Omni Interactions creates agile, highly efficient, scalable omnichannel contact centers that make a positive impact on the customer journey.

Customer Experience 44

Customer Experience Contact Center Technology 44

Playvox

MAY 30, 2018

There are two main challenges when it comes to delegating. The first is an internal issue of us willing to let go of the reins and letting someone else be in charge without micromanaging.

Call Center 40

Call Center Management 40

Stratifyd

MAY 30, 2018

Summary. "Data and analytics leaders often focus on self-service solutions that enable analytic users to search for patterns and relationships in their data. New products offer a better approach: context-sensitive notification of automatically identified insights to more users based on more diverse datasets." *. Table of Contents. Analysis. Key Findings.

Analytics 40

Analytics Self service Technology 40

Inova Solutions

MAY 30, 2018

By joining forces, two industry leaders will improve response in critical situations with effective mass communication and high-visibility display solutions. Read more about Regroup Forges New Partnership With Inova Solutions. Add new comment.

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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

ForeSee

MAY 30, 2018

Call-center improvements yield efficiencies and boost customer satisfaction A customer’s contact center experience is a vital element in customer satisfaction scores. It’s also true that an optimal contact center experience. The post Using Voice of Customer Data to Optimize the Contact Center Experience appeared first on ForeSee.

Contact Center 40

Contact Center Call Center 40

Jon Arnold

MAY 30, 2018

I've been working on a series of writeups for Upstream Works on the growing role AI is playing in the contact center. The second Strategic Insight in this series can now be downloaded from their website, and I've written a blog post that serves as a preview for my analysis. Here's the opening para of that post, and you can read the rest here on the Upstream Works blog.

Chatbots 40

Chatbots Contact Center Technology 40

iQor

MAY 30, 2018

Exciting week of celebrations highlighting iQorian Values Week 2018.

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Solvvy

MAY 30, 2018

The post Solvvy is GDPR Compliant appeared first on Solvvy.

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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.

Contact Center

ClientSuccess

MAY 30, 2018

At ClientSuccess , we value candid conversations with Customer Success leaders that have unique experiences and varying viewpoints on the world of Customer Success. This week, we’ll showcase one such conversation with expert Mark Pecoraro , advisor to many B2B SaaS companies all of which have cultures of Customer Success. What led Mark into Customer Success?

SaaS 40

SaaS B2B Upselling Sales 40

OrecX

MAY 30, 2018

The regulatory environment for the collections industry worldwide doesn’t seem to be getting any easier for collections agencies. In the U.S., Canada and the UK, there are many laws and agencies overseeing your operations. U.S. – Fair Debt Collections Practices Act, Telephone Consumer Protection Act, Do Not Call List. Canada – Manitoba Consumer Protection Act, Collection Agency Act, Business Practices and Consumer Protection Act, Collection Practices Act, Collection Agencies Act and Debt Collect

Personalization 54

Personalization 54