Wed.Aug 21, 2019

Customer Centricity: Bridging the Gap Between Expectations and Experience

Contact Center Pipeline

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap.

How to stop your prospects from ghosting you


You tirelessly put in efforts to get a prospect interested in your product. You answered their questions at odd hours. Whenever they would ask you to come on call, you would be ready. After 2-3 weeks of back and forth conversations, you are confident that they would be signing up any time now.

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Contact Center Trends that Drive Company Growth


Keeping your contact center up to date with the latest trends and smartest best practices plays a crucial role in business growth. The post Contact Center Trends that Drive Company Growth appeared first on Ansafone Contact Centers. Contact Center contact center customer experience trends

What Can You Do To Create a Better Experience For Your Customers?


If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

7 Hacks For Your Small Business to Ensure Strong Customer Service and Customer Satisfaction

Return Customer

The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service.

More Trending

Avaya Endgame?


It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private equity suitors include Apollo, Pemira, and Searchlight (according to this Bloomberg report).

The Purpose Of A Corporation, Redefined

Customer Experience Matters

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters. Customer experience

How Contact Centers can Meet Evolving Customer Expectations


How is your company dealing with evolving customer expectations in customer service? Customer Service Customer Experience Contact Center

Meet your patients where they are with 24/7/365 answers to their portal questions


As patients take increasingly active, hands-on roles in their healthcare—truly becoming part of the care team—they need immediate, reliable access to the medical records, test results, and care plans so they can continue to advocate for themselves.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Top 10 Things to Assess on Your Contact Center Vendor Site Visit


Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners.

It Turns Out, Customers LIKE Email

NICE inContact

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp).

How Are You Measuring Voice Quality in Your Cloud Contact Center?


Few things are more frustrating than being unable to hear the person on the other end of a call. Voice quality can be the difference between keeping and losing a customer, so it’s important to get it right.

Digital Customer Service on a Shoestring

NICE inContact

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

The Factors Your Customers Use to Make Decisions


When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place.

4 Qualities of Next-Gen Customer Self-Service


Amid the constantly changing dynamics of customer experience, one thing remains true: the customer is in the driver’s seat now more than ever. And what they want is to handle things on their own.

Why it is time to check your chat solution is meeting customer needs


Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019.

How You Can Complete Transaction Calls in 90 Seconds or Less


Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How Netflix Moved Operations to the Cloud and Saw Revenue Boom to the Billions: A Digital Transformation Case Study on Creating Better Customer Experiences


Remember the time you had to request mail-order DVDs to catch the latest flicks while munching popcorn on your couch? Me either. It’s strange to think that about a decade ago, streaming giant Netflix had a business model built around. Read More.

Digital Customer Service on a Shoestring

NICE inContact

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

How Verint ForeSee Delivers on In-Store Customer Satisfaction


Retail stores are continuing to change: the physical locations that were once solely hubs of customer purchasing have been evolving into something more complex for some time. Today, buying something. CX Best Practices Retail ROI of CX

Focusing on Service Journeys


The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for industries where there is a high touch-rate for customer interactions.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

5 Tips to Train Customers on New Product Updates


Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity.

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How to Capture Untapped Opportunities to Multiply Bank Profitability

Integrity Solutions

Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers. Part 2 in a blog series.

Customer Experience is a Two-way Street – You Have to Listen

NICE inContact

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Getting to build that exceptional CX starts with getting the fundamentals right.

Join us at ACE Europe to discover best practices for delivering greater ROI


ACE Europe 2019 is here and is set to be our most insightful instalment yet, with users and influencers given the opportunity to exclusively learn about the new Aspect, hear our latest product roadmap and discover the latest trends in workforce optimisation , interaction management and engagement analytics.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.