Contact Center Pipeline
AUGUST 21, 2019
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed that while 80% of companies surveyed believed that they provided a superior experience to their customers, a mere 8% of customers held that same view. The study’s authors pointed to two […].
JustCall
AUGUST 21, 2019
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. However, when you checked in on them the next day about the progress of their onboarding, you do not receive any reply.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Ansafone
AUGUST 21, 2019
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.
ShepHyken
AUGUST 21, 2019
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. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.
Advertisement
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.
Fonolo
AUGUST 21, 2019
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). There is also interest from Mitel, first reported in April and then reported again – more definitively – this week. (We wrote about an Avaya-Mitel tie-up here: Ghost of Nortel Returns Comes Home.).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
AUGUST 21, 2019
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. The post How Netflix Moved Operations to the Cloud and Saw Revenue Boom to the Billions: A Digital Transformation Case Study on Creating Better Customer Experiences appeared first on Sharpen Contact Center Software.
Aspect
AUGUST 21, 2019
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. In addition, attendees will have the opportunity to network with peers, learning how they are transforming their contact centre operations.
Eptica
AUGUST 21, 2019
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. Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites.
BlueOcean
AUGUST 21, 2019
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. Undoubtedly, that will involve a number of stakeholders on your side including the sourcing professionals who make their living running RFPs.
Advertisement
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
Etech GS
AUGUST 21, 2019
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. VoC research, obtained through both qualitative and quantitative methods, gives a company insight into how well its products or services are going to fare with its target customer base.
NICE inContact
AUGUST 21, 2019
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.
Cyara
AUGUST 21, 2019
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. In fact, contact center expert Beverly McIntosh described good voice quality as “table stakes.”. As companies move their contact centers to the cloud, we have seen an increase in interest around voice quality, which is typically measured by a Mean Opinion Score ( MOS ).
NICE inContact
AUGUST 21, 2019
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). And yet, it turns out customers like. email. And they like it more than companies think they do.
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.
TRUSTID
AUGUST 21, 2019
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?” TRUSTID’s Patrick Cox asks why knowledge-based authentication (KBA) remains the verification option of choice for many organizations.
NICE inContact
AUGUST 21, 2019
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.
ClientSuccess
AUGUST 21, 2019
When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations.
NICE inContact
AUGUST 21, 2019
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.
Advertisement
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.
Mindtouch
AUGUST 21, 2019
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. The data doesn’t lie: in 2017, customer self-service almost surpassed human-assisted service for customer service interactions. By 2020, an estimated 85% of customers will choose self-service first.
NICE inContact
AUGUST 21, 2019
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.
Kristina Evey
AUGUST 21, 2019
Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.
Influitive
AUGUST 21, 2019
There’s a lot of referral program software out there. While some technologies focus on simpler tasks—like tracking and capturing referrals—others have more complex features, like automated rewards and integrations with other tools to create a more seamless experience. Before digging into your research on platform providers, a helpful exercise is to think about what exactly.
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!
plumvoice
AUGUST 21, 2019
Yes, we said it. Transaction calls are possible in 90 seconds or less. The secret lies in how your self-service system works. If it runs smoothly and without wait time, a minute and a half is the maximum amount of time it should take your customers to work through an average transaction call, such as making a credit card payment over the phone. . Read More.
Unymira
AUGUST 21, 2019
How is your company dealing with evolving customer expectations in customer service?
COPC
AUGUST 21, 2019
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. It goes without saying that whenever a person’s finances are involved, their anxiety can raise to quite high levels if an unexpected delay or impediment puts their finances out of reach.
ForeSee
AUGUST 21, 2019
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.
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
ClientSuccess
AUGUST 21, 2019
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. For customer success teams, this means rolling out an ongoing schedule of training and customer support.
Nuance
AUGUST 21, 2019
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. With the Epic MyChart Patient Portal, healthcare organizations enable exactly that: secure, online, on-demand access to their health […] The post Meet your patients where they are with 24/7/365 answers to their portal questions appeared first on
Integrity Solutions
AUGUST 21, 2019
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. by Donna Horrigan. Read Part 1 here. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products a
Expert insights. Personalized for you.
113 
Let's personalize your content