Playvox

JANUARY 22, 2020

In the customer service world the importance of having a clear view of resources is on an equal platform for managers, team leaders , and even for agents.

Management 58

Management Customer Service Customer Experience 58

Unymira

JANUARY 22, 2020

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features.

Contact Center 75

Contact Center Customer Service Management 75

Customers That Stick

JANUARY 22, 2020

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand. However, customer service is still an integral part of customer experience. It is a subset of customer experience and often one of the most important parts of any experience because it is often the part of the experience that is the make or break

Customer Service 78

Customer Service Journey mapping Customer Experience 78

ShepHyken

JANUARY 22, 2020

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. I’ve learned a lot over the years by attending his workshops and coaching sessions. He recently released a book that included many of his quotable words of wisdom.

Coaching 353

Coaching Personalization Customer Service Sales 353

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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

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

Taylor Reach Group

JANUARY 22, 2020

By Colin Taylor. When working to deliver good customer service, there are many tactics you shouldn’t employ even though on the surface they may look like they fit the bill of improving customer service and supporting your limited budgets. Here are two of those tactics you should avoid: Capping handle time for agents. Trying to manage by AHT (Average Handle Time) will ultimately fail.

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Average Handle Time Morale Consulting Consulting 125

UJET

JANUARY 22, 2020

We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. At Meraki , Darcey played a critical role in growing the team and leading the company through the $1.2 billion dollar acquisition by Cisco.

Banking 112

Banking Enterprise Customer Support Technology 112

REVE Chat Blog

JANUARY 22, 2020

Most of the businesses focus on innovations and fail to align their brand with customer needs. Businesses that are customer centric focus on identifying customer needs to build the best suitable products and services to create great value for customers. You can not persuade anyone to buy what you’re offering unless you understand what your customer needs. .

Construction 108

Construction Feedback Customer centricity Surveys 108

Noble Systems

JANUARY 22, 2020

It was yet another booming holiday season, with total sales projected to exceed $1 trillion USD for the first time in history. All of this spending was accompanied by yet another seasonal trend – an increase in shoppers making purchases and inquiring about orders over the phone. While a large chunk of holiday shopping was projected to be conducted via traditional retail, $135 billion USD was expected to be spent through ecommerce channels.

Contact Center 87

Contact Center voip Accountability Call Center 87

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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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Concentrix

JANUARY 22, 2020

Concentrix Brill app and Solv solution take home honors Concentrix innovations Brill™ and Solv™ won two Big Innovation Awards from Business Intelligence Group. Brill leverages artificial intelligence and computer vision to make digitizing handwritten sticky notes ‘as simple as waving a wand. ‘ Brill has already saved people hundreds of hours in lost productivity globally.

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bold360 Blog

JANUARY 22, 2020

You’ve heard it before: happy employees make happy customers. But what are you doing – really doing – to support the employee experience (EX)? Many companies over-index on investing in customer experience (CX) compared to EX. At first glance, this seems like a no-brainer. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement.

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Employee engagement Customer Experience Technical Support Chatbots 76

ChurnZero

JANUARY 22, 2020

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration. ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. . It seems like it would be a given that Customer Success should be BFFs with Support as they are both customer facing teams. However, since these teams typically work out of different software platforms, it’s easy to fall into the trap of becoming siloed.

Chief Customer Officer 72

Chief Customer Officer Customer Support Personalization Customer Experience 72

Liveops

JANUARY 22, 2020

[Podcast] Exploring the virtual call center. It’s not a surprise that today’s workforce wants more flexibility in the workplace. Busy schedules, demanding workloads and hectic personal lives beg for a better work-life balance. Some companies are listening, and are providing remote opportunities for their teams. In this podcast, Yonder Founder Jeff Robbins interviews Liveops CEO Greg Hanover to discuss different facets of a virtual call center.

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virtual call center Call Center Personalization 62

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

FreshGrade

JANUARY 22, 2020

Student self-assessment and self reflection are processes that can be utilized to help students learn today—and also to become lifelong learners. As an ongoing practice, self-assessment & reflection help students learn more about their own strengths and challenges. It also helps teachers adapt to student needs because we can better understand how individual students learn.

Education 64

Education Benchmark Feedback 64

Talkdesk

JANUARY 22, 2020

Artificial Intelligence (AI) has been on the rise since its first emergence 50 years ago. What was initially just a theory is now becoming a game-changer across all industries. Emerging companies are building their businesses by not only using AI, but with AI at the business core, transforming this technological field from wishful thinking into a rapidly-growing industry.

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Cloud contact Enterprise Contact Center contact center solutions 57

Serenova

JANUARY 22, 2020

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31. We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. CCW attendees will learn from experts and share ideas and experiences with peers.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

Up Your Service

JANUARY 22, 2020

Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. The action steps you design and take are intended to create more value. But in our complex and diverse world, different people value different things. Some people say, “Just do it fast.” The next person says, “Don’t rush me.” One says “I want the cheapest option.” Someone else says,

CRM 52

CRM Best practices Personalization Customer Experience 52

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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

Serenova

JANUARY 22, 2020

The Serenova team is preparing to kick off a busy 2020 events season. First stop: CCW Nashville January 28 through 31. We’re joining 550 industry professionals to map out a year of customer experience success through networking, interactive discussion groups, workshops, educational sessions and site tours. Attendees will learn from experts and share ideas and experiences with peers.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

CSM Magazine

JANUARY 22, 2020

We entrust agents with two of our most precious assets every day – our customers and our brand. So, it’s vital they are equipped with the right tools and customer insights to resolve ever more complex issues on every channel. In fact, 62% of customers believe an agent’s knowledge and/or resourcefulness is key to a positive service experience. Join customer service leaders from Marriott, Home Depot, Leumi Bank and Bold 360 (Jan 30, 12pm ET/ 9am PT) for our latest webinar: Unleash the full potenti

Chatbots 52

Chatbots Banking Customer Service Customer Experience 52

Jon Arnold

JANUARY 22, 2020

Got a timely shout-out to share about Enterprise Connect 2020 , which is a bit later than usual - at the end of March - but in its usual habitat of Orlando. The main thing is to draw your attention to this awards program. So, if you don’t know about it, this could be a great opportunity for your company to get some industry-based recognition. There are four categories, plus an overall “best of” award, and formal details are here.

Enterprise 52

Enterprise Technology 52

CSM Magazine

JANUARY 22, 2020

Implementing industrial robots within a manufacturing setting can be an arduous task. There are various logistical and financial factors to consider before you can leverage a robot to automate your operations. Small industrial robots are designed to execute a vast range of tasks. Still, manufacturers face nearly the same challenges when it comes to their implementation.

Transportation 52

Transportation Quality management Management 52

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

ChaseData

JANUARY 22, 2020

Your call center agents make or handle dozens or even hundreds of calls each per day. They speak to thousands of consumers in total during each shift; their work is the backbone of what your center does. It only makes sense to invest in quality monitoring - the process of monitoring those numerous calls for the quality of service being provided to consumers.

Call Center 52

Call Center Management 52

Calltools

JANUARY 22, 2020

Being flagged as “spam risk” or “scam likely” is a risk for all companies that use outbound calls as part of their marketing strategy. Once your calls start getting flagged in this way, connecting to leads becomes harder than ever. This can result in your company getting caught in a downward spiral. By avoiding the following telemarketing practices, you can reduce the risk of your numbers being flagged. 1.

Telemarketing 52

Telemarketing Scripts Abandon rate Abandon Call 52

NICE inContact

JANUARY 22, 2020

To help your contact center stay on top of these industry terms, we’ve built a new best-in-class glossary!

Contact Center 62

Contact Center Best practices Call Center 62

Robert Davis

JANUARY 22, 2020

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers ( first post , second post ). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process.

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Contact Center Coaching Personalization Call Center 62

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

NICE inContact

JANUARY 22, 2020

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing.

Marketing 62

Marketing Customer Service Best practices Contact Center 62

Robert Davis

JANUARY 22, 2020

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Here’s the third in our series of posts on monthly performance review (MPRs) in contact centers ( first post , second post ). With a commitment to delivering MPRs that have been scheduled and prepared for, it is now time to hold them. So let’s take a brief look at each step in the process.

Contact Center 62

Contact Center Coaching Personalization Call Center 62

delighted

JANUARY 22, 2020

We’ve previously written about why you should be following up with detractors. This is standard practice for anyone running a successful NPS program, but we often see companies overlook the massive upside of leveraging promoters to their advantage. A promoter, by definition, is a loyal enthusiast of your brand. They will give your business an NPS score of 9 or 10 which means they are ‘very’ to ‘extremely’ likely to refer your brand to friends and family.

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B2B Feedback Construction Coaching 40