TechSee

APRIL 30, 2019

How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. They call Company A and wait on hold for seven minutes before speaking with a customer service representative. They explain the reason for their call and are transferred to the appropriate department (on hold for another four minutes).

Customer effort 126

Customer effort Interactive Voice Response Self service Customer Experience 126

Ambs Call Center

APRIL 30, 2019

There are many reasons for business owners to consider hiring a telephone answering service. These include providing 24/7 availability, improving customer service, and enhancing customer-facing communication. However, did you know that if you hire the right answering service, they can also help you increase your sales? Here are seven ways that a phone answering service can help you close more sales.

Answering services 75

Answering services Sales Customer Service 75

Working Solutions

APRIL 30, 2019

The April 15 tax-return deadline has come and gone—at least for more than 100 million American taxpayers who reportedly filed on time. That leaves about 35+ million still needing to do their returns, with interest accruing for taxes owed. And filing this year occurred during “the most complicated tax season ever,” certified public accountant Ross […].

Accountability 58

Accountability Call Center outsourcing 58

ShepHyken

APRIL 30, 2019

Customer Obsession. Subscribing to the Customer Relationship to Win in Business. Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”. In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell: Any and every company should consider implementing a subscription model.

Customer Service 238

Customer Service 238

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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.

ProProfs Blog

APRIL 30, 2019

We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations. A bestselling author featured on the New York Times and Wall Street Journal, he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Customer centricity 153

Customer centricity Journey mapping Chatbots Customer Support 153

teleopti

APRIL 30, 2019

From experience Teleopti believes successful companies start with inspired people and here CEO, Olle D?ring outlines 7 winning strategies to make your organization a great place to work. At Teleopti we agree with the saying “ to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority.

Employee engagement 80

Employee engagement Management Strategic Value Self service 80

24-7 InTouch

APRIL 30, 2019

Some of the world’s biggest brand names have been associated with data breaches in the past few years, compromising the personal information of billions of people around the globe. The Privacy Rights Clearinghouse reported 807 breaches in 2018 alone and over 1.3 billion records affected. Experts predict that cybercrime will only become more prevalent as time goes on.

Personalization 75

Personalization 75

Up Your Service

APRIL 30, 2019

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. Please share your comment here. This space for the world to gather was built outside the transit area. Travelers can enjoy being here before their flights, after their flights, and between their flights if they have enough time.

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74

Customer Service Life

APRIL 30, 2019

Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable. Brene Brown says, “ There is no courage without vulnerability.” So, let’s be courageous and vulnerable together, shall we?

Contact Center 63

Contact Center Coaching Customer Service 63

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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

Hello Customer

APRIL 30, 2019

Personalisation is a great way to create amazing customer experience. Most companies realise that they can implement personalisation to increase customer engagement, but they don’t go further than addressing their customers by their names in emails. However, research conducted by Pure360 revealed that only 8% of customers are likely to engage with emails that address them by name.

Customer Experience 71

Customer Experience Surveys Customer centricity 71

Etech GS

APRIL 30, 2019

Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand.

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Toister Performance Solutions

APRIL 30, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. I recently hosted an "Ask Me Anything" webinar. The idea was to answer participants' questions about helping customer service employees deliver outstanding service.

Customer Service 63

Customer Service Advertising Feedback Benchmark 63

Talkdesk

APRIL 30, 2019

Everybody talks about the “customer journey” these days. It’s one of those buzzworthy terms that marketers love (I’m a marketer, so I can say that) and that customers don’t fully understand but pretend they do—mainly because it sounds like something that will probably, somehow benefit them. So they want it, and they want it to be good. Customer experience vs. customer journey.

Journey mapping 67

Journey mapping Employee engagement Marketing Sales 67

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

Fonolo

APRIL 30, 2019

There are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). This is where our story begins. By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service.

Airlines 57

Airlines Customer Service Call Center Wait times 57

NICE inContact

APRIL 30, 2019

A lot of contact centres struggle with improving their metrics and customer experience. Sometimes it’s just easier to accept a certain amount of inefficiency or OK C-SAT scores, along with the work-arounds that over time, become familiar and a part of the regular workflow. But this is a direct route to the “perils of the stagnant contact centre.” Contact centres can start out as informal, accidental, unplanned in companies of all sizes.

Metrics 59

Metrics Customer Experience Technology Cloud contact 59

ChaseData

APRIL 30, 2019

Providing excellent customer service and creating a positive customer experience is a critical factor in running a successful contact center of any kind. However, every customer demographic requires a different type of care and attention to achieve this end. This can make serving all of your consumers and creating a consistently good experience for all of your customers difficult.

Call Center 56

Call Center Contact Center Customer Experience Customer Service 56

NICE inContact

APRIL 30, 2019

Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and operational performance.

Benchmark 59

Benchmark Chatbots Contact Center Analytics 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

CSM Practice

APRIL 30, 2019

There are many stages in the life of a business: An early startup stage with a handful of customers, or a much mature stage with a larger customer base. Somewhere in between, it becomes crucial to monitor and ensure customer success in relation to your business. But at what point in your company’s life establishing a customer success program become necessary?

Upselling 53

Upselling Feedback Customer retention Management 53

VHT

APRIL 30, 2019

With so much pressure on customer experience (CX) today, business leaders may be tempted to toss any promising new technology into their CX strategy. It’s easy to see the possible advantages these products can offer, but it’s much harder to estimate the amount of effort required to turn possibility into reality. In fact, a Wipro Digital poll found that “ only 50% of companies are successfully executing on their digital transformation strategies despite demonstrated efforts and investment.

Chatbots 48

Chatbots Metrics Consulting Consulting 48

InTheChat

APRIL 30, 2019

Findings from a 2018 study by Which? – a UK organization that provides consumer insurance information, advice and recommendations – show that customers who choose to stick with their current home insurance provider can actually end up paying a. The post Insurance companies struggling to retain customers might actually be punishing customer loyalty appeared first on InTheChat.

Contact Center 48

Contact Center Customer Experience 48

Nuance

APRIL 30, 2019

Like many industries, technology is heavily influencing the way law firms conduct business. Today, the expectation for legal professionals is that they want to use innovative tools to help them work faster and smarter, work from anywhere, and have information readily available. The pace of innovation has not only heightened the expectations of law firms […] The post Impact of innovation within law firms appeared first on What’s next.

Technology 50

Technology 50

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

Up Your Service

APRIL 30, 2019

Inside one of the new wonders of the world, JEWEL at Changi Airport in Singapore. A cascade of water pours down 40 meters from roof to basement, creating the world’s largest indoor waterfall. This space for the world to gather was built outside the transit area. Travelers can enjoy being here before their flights, after their flights, and between their flights if they have enough time.

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ConvergeOne

APRIL 30, 2019

Our national Cybersecurity Practice engages in thousands of customer conversations each year, and a few themes consistently emerge as primary concerns. The information security industry is plagued with confusion, complexity, and challenge, to the point that 30% of enterprises worth over $25 billion report that they do not have an overall information security strategy —and that number is substantially worse for the typical organization.

Enterprise 49

Enterprise 49

Strikedeck

APRIL 30, 2019

Shreesha shares the difference between KPIs and metrics and how to handle both so your team wins!

Metrics 69

Metrics SaaS 69

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. I will also throw in a few runner ups. Customer Success Financial Metrics. When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics.

SaaS 46

SaaS Metrics Upselling Customer retention 46

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

Jon Arnold

APRIL 30, 2019

There’s always something to write about, and here’s what was keeping my fingers moving in April. Slack - Got Their Mojo Workin’ , BC Strategies, April 30 How UC can Empower IT , Toolbox.com, April 24 UCaaS vs CCaaS: Weighing Communications Architecuture Integrations , Tech Target, April 22 Telephony: Foundational for Today’s Voice and Tomorrow’s Collaboration , UC Today, April 11 A History of VoIP and What’s Changed Now , Toolbox.com, April 10 How is Team Collaboration Changing Enterprise Social

voip 45

voip Enterprise 45

Cincom

APRIL 30, 2019

CPQ software helps buyers and sellers exploit product bundling as a beneficial means of increasing the value received or provided … Continue reading "CPQ-Driven Product Bundling Maximizes Revenue". The post CPQ-Driven Product Bundling Maximizes Revenue appeared first on Cincom Blog.

Sales 45

Sales Management Customer Experience 45

Jon Arnold

APRIL 30, 2019

On Friday, I managed to post a gallery of photos from Slack Frontiers before flying home. Now I’ve had a chance to write out my thoughts, and they’re running now on BC Strategies , which is one of the hats that I wear. Having announced their IPO plans on Friday, all eyes are now on Slack, and if that’s of interest, I think you’ll like my writeup here , and hopefully my photos too.

Management 45

Management 45