Beyond Philosophy

JANUARY 24, 2018

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Enterprise 250

Enterprise Consulting Consulting Employee engagement 250

ShepHyken

JANUARY 24, 2018

People say all the time that the first impression is important. No doubt it is. Just as important, if not even more so, is the last impression, as it leaves a lasting impression. If you’ve been following my work, this concept may be familiar to you. Recently, I tweeted about lasting impressions (follow me on Twitter @Hyken if you aren’t already doing so).

Feedback 249

Feedback Technology Personalization Customer Service 249

Contact Center Pipeline

JANUARY 24, 2018

Optimizing authentication and preventing fraud are hot topics in the industry. Knowledge Based Authentication (KBA) has been the approach for most centers until now; however, it is terribly flawed and vulnerable. Much of that information has been compromised and can be obtained through the dark web and social engineering. So it’s time to build and […].

Engineering 185

Engineering Contact Center Call Center Technology 185

Call Center Weekly

JANUARY 24, 2018

How can digital content be used to enhance customer experience? According to Wikipedia, digital content (also known as digital media), is stored on digital or analog storage in specific formats. Forms of digital content include information that is digitally broadcast, streamed, or contained in computer files. So, what does digital content have to do with customer service?

Education 149

Education Contact Center Customer Care Customer Experience 149

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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.

Peter Lavers

JANUARY 24, 2018

Every marketer has at some point wondered “why won’t my customers behave like I want them to?!” Educators as well about their students! Nudge theory suggests that small changes, e.g. reinforcing certain actions, can actually change people’s behaviour in profound ways without them realising. We all know that we need to eat more healthily.

Education 100

Education Marketing Journey mapping Customer Experience 100

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Fonolo

JANUARY 24, 2018

Are you the Yoda of your friends and family, full of realism and words of advice? You may not realize it, but if you’ve ever worked in a customer facing position, you’ve likely learned some hard lessons about life. The call center can truly open your eyes to human behaviour and the psychology behind it. By interacting with people constantly, it’s inevitable that you’ll eventually get hit smack dab in the face by some real-life wisdom during your time at work.

Call Center 78

Call Center Contact Center Chatbots Education 78

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. Others started with inbound voice and over time have added omnichannel routing or workforce optimization.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Sykes

JANUARY 24, 2018

Shortly after visiting St. Augustine for the first-time, David Gregory knew he needed to live in this historic Northern Florida city. From the soothing sound of four different rivers to the awe-inspiring old world charm of the Bridge of Lions, historic St. Augustine always felt like his home. So, when the opportunity to purchase a home in the city presented itself, David didn’t hesitate to say yes to his longtime dream.

Construction 74

Construction Accountability Consulting Consulting 74

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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

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Bright Pattern

JANUARY 24, 2018

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so we’ll just tell you why your contact center should be utilizing AI and cognitive technologies: AI can learn exactly what your customers want.

Contact Center 72

Contact Center Technology Chatbots 72

Thinq

JANUARY 24, 2018

Technology is a massive cost to a business, and will either act as an enabler to success, or a hindrance. Consumer expectations around technology has changed dramatically.Demand has grown for exceptional customer service. Contact centers need to service multi-channel customer contacts and drive down cost. Using the right technologies for your needs is key for you contact center success.

Contact Center 68

Contact Center Technology contact center solutions Customer Experience 68

PanTerra

JANUARY 24, 2018

The benefits of VoIP over traditional phone systems are extensive. Virtually every business stands to greatly benefit by implementing this sophisticated communications technology. As such, we’ve compiled some of the most important advantages of VoIP into this clear, concise, and easy-to-consume list.

voip 68

voip Technology 68

Calltools

JANUARY 24, 2018

While your sales team fills your CRM, your customer service team is the lifeblood of your company. They have the responsibility of maintaining your company image. They also have the ability to make or break the entire customer experience. Ultimately, a strong customer support team holds your company together. When a customer calls in fed up with your software, you want to have the person on the phone equipped to diffuse the situation.

Customer Service 58

Customer Service First call resolution Metrics Coaching 58

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

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues.

Airlines 49

Airlines Best practices Chatbots Self service 49

REVE Systems

JANUARY 24, 2018

According to Grand View Research, the global mobile VoIP market size is expected to reach USD 145.76 billion by 2024. The expansion of this market is driven by technological leap and increased usage of the new services over various channels. Robust growth in the VoIP market depicts the importance and demand for VOIP business solutions. Softswitch is one of the key components for a wholesale VoIP business.

voip 52

voip Marketing Sales Technology 52

Mindtouch

JANUARY 24, 2018

Customer success is a moving target, and a cunning one at that. And though we know Net Promoter Score ® (NPS ® ) is a key indicator of customer success —especially given its impact on support KPIs like cost to acquire, cost to serve, and annual spend—the question remains: Are we really getting NPS right? It’s an important question to ask, because high-effort customers tend to go from passive—or even promoter—to detractor, and winning them back isn’t easy.

Management 48

Management Self service Customer effort Engineering 48

Robert Davis

JANUARY 24, 2018

By Brad Baumunk , COO. It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development.

Coaching 48

Coaching Contact Center Surveys Consulting 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

Avaya

JANUARY 24, 2018

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.

Government 46

Government Enterprise Banking Consulting 46

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. The survey asks contact center executives about the state of their contact centers now and where they think they’ll be in two years, so it’s a valuable resource for us to map out the future of the industry and see how our product fits.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

CX Journey

JANUARY 24, 2018

Image courtesy of Pixabay Does your company put profits before people? I bring this up because I've seen a particular phenomenon many times: executives decide to put their employee experience and customer experience improvement efforts on pause because sales figures are down. Clearly the blame is that the people focus has derailed them from business development and closing deals; there can be no other reason for this (she said with all the sarcasm in the world).

Coaching 48

Coaching Metrics Feedback Customer Experience 48

Talkdesk

JANUARY 24, 2018

To help understand the modern contact center industry as thoroughly as possible, the team at Talkdesk reviewed Deloitte’s 2017 Global Contact Center Survey. The survey asks contact center executives about the state of their contact centers now and where they think they’ll be in two years, so it’s a valuable resource for us to map out the future of the industry and see how our product fits.

Contact Center 46

Contact Center Surveys Chatbots Accountability 46

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

Thinq

JANUARY 24, 2018

Technology is a massive cost to a business, and will either act as an enabler to success, or a hindrance. Consumer expectations around… The post The Full Guide to Contact Center Cloud Technologies appeared first on thinQ.

Contact Center 40

Contact Center Technology Call Center 40

Robert C. Davis and Associates

JANUARY 24, 2018

By Brad Baumunk , COO. It is hard to believe it is 2018. So much has changed, yet so much has stayed the same. When it comes to contact centers, the opportunities seem to be the same year in and year out. Case in point, the findings from two recent surveys. Contact Center Challenges & Priorities for 2018 by Lori Bocklund – The #1 priority is coaching and development.

Coaching 40

Coaching Contact Center Surveys Consulting 40

Thinq

JANUARY 24, 2018

Technology is a massive cost to a business, and will either act as an enabler to success, or a hindrance. Consumer expectations around… The post The Full Guide to Contact Center Cloud Technologies appeared first on thinQ.

Contact Center 40

Contact Center Technology Call Center 40

Momentum Telecom

JANUARY 24, 2018

The holiday season can get ugly for contact centers, but a year-round solution could save you a big headache. It’s January, and gyms across the world will have their highest attendance this month… and then they will have their biggest attendance drop off in February. While other New Years Resolutions may fall to the curb, especially after a crazy holiday season, the one you should make (and stick with) is improving your contact center.

outsourcing 40

outsourcing Contact Center First call resolution Analytics 40

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

Thinq

JANUARY 24, 2018

Technology is a massive cost to a business, and will either act as an enabler to success, or a hindrance. Consumer expectations around… The post The Full Guide to Contact Center Cloud Technologies [Injixo] appeared first on THINQ - Better Voice & Messaging for Telcos, Contact Centers, & Enterprises.

Contact Center 40

Contact Center Technology Enterprise Call Center 40

Brad Cleveland Blog

JANUARY 24, 2018

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on … Continue reading → The post Improvements Must Be Ongoing appeared first on Brad Cleveland.

Quality management 26

Quality management Call Center Contact Center Management 26

Brad Cleveland Blog

JANUARY 24, 2018

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most.

Quality management 20

Quality management Call Center Contact Center Management 20