Wed.Sep 19, 2018

article thumbnail

What to Do When Your IVR Goes Out of Support

Contact Center Pipeline

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait! Phone calls still constitute a substantial volume, if not the majority of contacts, […].

article thumbnail

Convenience is King for Millennials in Customer Service

Aspect

Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook. As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. .

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How to Use Social Media to Support Your Customers

Fonolo

Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.

Airlines 237
article thumbnail

Making Sense of CX Alphabet Soup: NPS, CSAT, CES

Callminer

Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score are scoring methods a business can use to track and calculate customer experience success.

article thumbnail

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

article thumbnail

"Follow The Leader", Featuring Janet Poklemba

Call Center Weekly

How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. Connecting with peers is one of my favorite aspects of conference attendance, as we share wins and struggles of often relatable challenges.

More Trending

article thumbnail

Customer Success Management in SaaS – LiveChat Team Strategy

LiveChat

Companies that take customer service seriously and make it a priority in the early stages of existence, shouldn’t forget about customer success management. It’s often mistaken with customer support, so let’s clarify. Customer success management is the next layer on the top of a successful customer support team. Why You Need a Customer Success Strategy.

SaaS 106
article thumbnail

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers.

article thumbnail

Building Loyalty: B2B Digital Marketing and Customer Retention Nowadays

Amity

Reaching new customers has never been an easy job. Even with all the advantages provided by today’s technological tools and online channels at your disposal, it’s still a long and expensive journey. It is extremely important to make sure that the customers you’ve already attracted to your company stay with your company. The benefits can be huge.

article thumbnail

How to protect our printers from new and existing security threats

Nuance

There has been a lot of chatter about the security vulnerabilities in our printers, fax machines and multi-function printers (MFPs) in general. So much so that HP invited 34 security researchers to participate in its bug bounty program for printers, offering up to $10,000 per bug. Then recently, at the DEF CON 26 hacker conference […] The post How to protect our printers from new and existing security threats appeared first on What’s next.

64
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

FCR Solutions Spotlight - AnswerDash highlighted as Contact Center Tech to Watch

Answer Dash

It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new omnichannel platform. I’m particularly excited about their Guide and Explore products. Salesforce announced that Desk.com is going away in March 2020 and they’re moving customers to Service Cloud Lightning.

article thumbnail

What airlines are doing to master digital transformation

TELUS International

Discover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer.

article thumbnail

10 Surveys for Actionable Data

GetFeedback

Think bigger when it comes to collecting actionable data. We've compiled a list of 10 survey use cases to jumpstart your feedback strategy.

Surveys 60
article thumbnail

Nearshore Contact Center Outsourcing Spotlight: Costa Rica and Panama

Outsource Consultants

There’s been a surge in popularity with nearshore contact center outsourcing locations. We view this as a good thing and recommend nearshore solutions that leverage middle-market BPO companies. These organizations continuously outperform the big BPOs and they’re more nimble, flexible, and quality-centric while providing lower attrition. These mid-market nearshore contact centers offer a great culture with better CX scores and have numerous languages covered.

article thumbnail

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.

article thumbnail

Cloud Call Centers: Why All-in-One Integration Matters

Return Customer

As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations. Some online self-service options provide FAQ resources and allow customers to conduct searches, but then take them to external sites to uncover the answers.

article thumbnail

How Your Language Services Provider May Be Compromising Your Operations (and How to Fix It)

Voiance

Does your contact center offer interpreters to non-English speaking callers? Most do, and for good reason – one in five US residents today speaks a language other than English at home, and nearly one in ten lacks the English proficiency to do business without an interpreter. But is the company that provides your interpretation and translation services trustworthy?

article thumbnail

Announcing the MindTouch Blog Redesign

Mindtouch

Stop the presses! Major updates to the MindTouch blog just hit the airwaves. Over the past few months, the MindTouch digital team has tinkered, toiled, and added a thing or two—all in the spirit of delivering a more consistent, user-friendly look and feel for our deserving (and highly discerning) readers. Our goals with this blog update were simple: Simplify navigation and make it easier to find content.

article thumbnail

WHAT MAKES VOIANCE STAND OUT (AND HOW THAT BENEFITS YOUR BUSINESS)

Voiance

Service providers are legally obligated to protect their clients’ data. This extends to choosing which language services provider that they use, since interpreters participate in conversations that reveal sensitive information such as names, address, dates-of-birth, credit card numbers, and PINs.

Finance 51
article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

CallFire Pricing and Alternatives

Avoxi

Companies often ask us which virtual number service we would we recommend if we don't meet their exact needs. While we believe nobody delivers the overall quality, worldwide coverage, or competitive pricing that AVOXI does, we aren't a perfect fit for everyone. For example, if your business is reliant on an integrated SMS feature, we might suggest someone… The post CallFire Pricing and Alternatives appeared first on AVOXI.

48
article thumbnail

#IAmAlorica: Meet Donald

Alorica

We’d like to introduce you to Donald. He’s a Director of Operations in beautiful Guadalajara. He’s passionate about his job and his people, and at Alorica he’s always hitting a grand slam. Watch his video to find out more about him. Source.

48
article thumbnail

Case Study | True immersion results in continuous improvement cycle

Merchants

Leaders in the sales of DIY, home improvement and building material, Massbuild comprises 105 stores under the Builders Warehouse, Builders Express, Builders Trade Depot and Builders Superstore brands. The post Case Study | True immersion results in continuous improvement cycle appeared first on Business Process Outsourcing Services | Merchants.

article thumbnail

People Always Complain About That

ShepHyken

The other day I was at my hotel waiting for my client to pick me up for a meeting. I wanted a quick breakfast, so I went to the hotel’s coffee shop to pick up some oatmeal. They had instant oatmeal in a cup. The cashier added the hot water and $4.00 later I was on my way. I sat down at an open seat in the hotel lobby and noticed that my oatmeal looked more like soup that oatmeal.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

4 Areas to Perfect for a Mature CX Program

inmoment

In the world of customer experience (CX), your efforts can successfully differentiate you from your peers, but in order to achieve this, you need to focus on more than simply listening to customers and acting on that data. A successful CX program requires continuous evolution and advancement to adapt to a company’s ever-changing landscape. When working with brands to optimize their CX programs we refer to this program evolution as CX Maturity.

article thumbnail

Case Study | How Merchants keeps compliance a top priority for a financial services client

Merchants

Regulatory compliance is the top priority for all our financial services organisations, including one of our UK clients. For customers of financial services products in the UK, many had been mis-sold payment protection insurance (PPI) in the past, sold along with other products like loans, credit cards, store cards, car finance and mortgages. The post Case Study | How Merchants keeps compliance a top priority for a financial services client appeared first on Business Process Outsourcing Services

article thumbnail

Innovative Ways to Win the Fight for Talent

24-7 InTouch

Recruiting in the contact center industry is not for the faint of heart. It requires strategy, patience, and creativity. To be successful, brands need to stay on top of new approaches to recruiting and how to stand out and attract the best talent for their programs.

article thumbnail

Case Study | Compliance and integrated systems made easy in the financial services industry

Merchants

For a financial industry client in Australia, the decision to widen its product offering resulted in significant business growth. The financial services products being sold are not items that people would prefer spending hours choosing. Instead, customers rely on our client to provide product options as quickly as possible, so they can get on with their daily lives.

article thumbnail

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.

article thumbnail

Don’t let technology vendors hold you to ransom

Eckoh

Many IT professionals feel that contact center technology companies use their status as the manufacturer to ransom premium support charges.

article thumbnail

Straight from the Horse's Mouth

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 22, 2018. Naysayers have been shouting "Surveys are dead!" from rooftops for a couple of years now. Well, they're not dead (yet), but companies are certainly looking for alternative approaches to customer and employee listening in light of the fact that survey burnout is a real problem.

article thumbnail

5 Examples Of Quality Assurance Call Center Checklist Metrics

Playvox

Quality assurance is vital for any call center aiming to be the best.