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

JustCall

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.

Contact Center Trends that Drive Company Growth

Ansafone

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?

ShepHyken

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.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

What is Knowledge Management?

Mindtouch

Knowledge is quickly becoming a company’s most important asset. Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers.

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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.

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?

Cyara

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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Avaya Endgame?

Fonolo

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).

How to Improve Customer Experience and Sales With Voice of the Customer Research

Etech GS

Companies offering inbound call center services often train their employees to believe that the customer is always right. When it comes to customers’ knowledge of their own needs, expectations, preferences, and dislikes – that is, the voice of the customer – the adage is correct.

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The Factors Your Customers Use to Make Decisions

ClientSuccess

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

Why is KBA still the verification option of choice?

TRUSTID

Wonder why organizations continue to rely on personally identifiable information (PII) to validate calls? In the recent article, “Checking on the Current Authentication Landscape: Where Are We in the Migration to Multi-Factor Authentication?”

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

How You Can Complete Transaction Calls in 90 Seconds or Less

plumvoice

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

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

SharpenCX

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.

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

Aspect

How Verint ForeSee Delivers on In-Store Customer Satisfaction

ForeSee

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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Focusing on Service Journeys

COPC

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.

5 Tips to Train Customers on New Product Updates

ClientSuccess

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

Eptica

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.

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

Nuance

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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.

The Future of CX is Here and it’s Seamless, Personalized, and Data-Powered

LiveVox

In the era of Twitter call outs and Yelp protecting your brand perception is of paramount importance. From headlines shaming airlines for lost baggage and delays to trending complaint hashtags, customer experience has become a matter of public record.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Leverage CRM Technologies to Pave the Path to a Successful Company

CSM Magazine

Today’s customers make their purchasing decisions on the overall experience they have with a brand. Therefore, offering great customer experience is one of the most important goals. Customers also rely on the experiences of their peers before choosing a brand to spend their money with.

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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.

Ways to Attract More Customers to Your Swimming Pool Business

CSM Magazine

It is the opening of the summer season and you are excited that your swimming pool business will start to thrive at this time of the year. However, if there are very few customers that come to enjoy the weather and cool off at your pool you have a problem.