Wed.Jun 20, 2018

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The Key to Motivating: Great Management

The Northridge Group

The best companies are made up of employees who are both successful and committed. Motivated and engaged employees can be found in a company that promotes productivity, creativity, and innovation through its culture and leadership. Creating a culture that supports and promotes employee engagement requires an understanding of the connection between employee attitudes and performance as well as a leadership team that is accountable for building and strengthening that relationship.

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Cheap, Fast or Good: Which is Most Important?

West

You can have it cheap, fast or good. Pick two. Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. The Blog Cheap, Fast or Good: Which is Most Important? appeared first on West Corporation.

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Five Ways to Disrupt Your Competition with Customer Service

ShepHyken

The concept of disruption is interesting. If you ask most business people to name a company that is known for being a disrupter, you’ll hear answers like Amazon, Uber and Walmart. Walmart disrupted local businesses when they came into a community. Uber disrupted the taxi-cab industry. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world.

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Improving Productivity and Collections Revenue While Mitigating Risk

Callminer

For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?

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The 2023 Verint Experience Index: Retail

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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I See You: Staging Better CX, Using Video

HGS

I See You: Staging Better CX, Using Video. By Mandeep Singh Kwatra, HGS Vice President, Solutions and Capabilities. HGS recently released a white paper on this year’s top 10 trends in customer service. Over the course of the year, we’ll dedicate a blog post to each of these CX game changers. Here, we dissect CX Trend No.3: Smartphone Video Camera Support Is a Gamechanger, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT

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How Costly Is It?to?Not Engage Customers??

360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

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Six Laws of Customer Experience (Infographic)

Customer Experience Matters

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” We’ve developed an updated infographic that brings the laws to life.

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How Live Chat Helps to Get High Returns from Your Website

Answer Dash

Live chat is an effective tool most organizations are using to increase both conversion rates and sales. However, success with live chat only comes when the tool is used properly. This means using the best live chat software for website that makes it possible for you to engage with customers with relevant content and provide them with necessary help as they try to make a purchase online.

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Your FNOL Provider Should Cover All Type of Insurance Policies

Ansafone

When You Outsource FNOL Calls, Select an Outsourcer Able to Process All Policy Lines How many types of insurance policies does your company provide? Automotive, property, general liability, workmen’s comp? Whether it’s one line or many, the wise move when you outsource first notice of loss (FNOL) calls is to select a provider with the … Your FNOL Provider Should Cover All Type of Insurance Policies Read More ».

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Expand Your Global Reach with Native-language Text to Speech

Nexmo

“The limits of my language means the limits of my world.”—Ludwig Wittgenstein Language is one of those rare things that has the ability to both unite and divide us. Not just by what is spoken, but also by the language it is spoken in. You may hear the wisest words ever spoken, but if they’re […]. The post Expand Your Global Reach with Native-language Text to Speech appeared first on Nexmo.

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Hoveround Successfully Navigates Customer Service ? Increases Lead Conversion 116%

NICE inContact

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

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When Voice Technology Moves On and Customers Follow: Connecting PSTN and IP Calls

Nexmo

In the early days of VoIP (voice over IP), the limited bandwidth of internet telephony led to low-quality calls that frequently got dropped. But VoIP quality has since improved with the increase in available bandwidth and enhancements in the technology. Today, VoIP is capable of higher call quality than the Public Switched Telephone Network (PSTN), […].

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If Your Customer Calls You During Open Enrollment, Will You Answer?

Cyara

We’re all consumers of health insurance, and we’ve all gone through open enrollment. Every year we face a limited window in which we have to review options and make selections for the coming year. I don’t know about you, but I’m perpetually busy. And, truth be told, this tends to be a task I push out to the last minute. So, like so many others, I end up scrambling to get questions answered so I can complete my selections.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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How Costly Is It?to?Not Engage Customers??

360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations. Consider this real-life scenario: I used to have a joke with some colleagues at my first job. We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy.

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The evolution of self-service technologies and the customer experience?

Aspect

The evolution of customer self-service. The way we shop, chat with our friends, read books, watch films, order food and hail a cab has completely changed over the last ten years. The modern consumer is now comfortable interacting with a company using multiple digital devices and a mix of online channels – whether buying clothes online, interacting via social channels, reporting issues using an incident ticket system (ITS) or communicating through live webchat and chatbots.

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3 Knockout Knowledge Base Examples To Learn From

Mindtouch

Boy howdy, do we love a good knowledge base. A well-executed KB can enable both internal and external customers to self-serve with ease. Smiles up, frustration down. Given our enthusiasm for spot-on help sites, it should come as little surprise that we poke around the interwebs from time to time, looking for stellar knowledge base examples. Here are three particularly good ones.

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How AI-based self-service can transform the customer experience

Eptica

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. Published on: June 20, 2018. Author: Pascal Gauvrit The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. The latest Internet Trends Report from influential venture capitalist Mary Meeker found that the average adult spends 5.9 hours per day online , up from just 3 hours in 2009.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Press Release: Sharpen Technologies Wins Gold and Silver in the 2018 Stevie American Business Awards

SharpenCX

Sharpen nabs Gold Stevie ABA Award for Product Developer of the Year; Silver Award for Best New Product INDIANAPOLIS, June 20, 2018 – Sharpen Technologies, developers of the agent-first omni-channel cloud contact center platform, has received the 2018 Stevie American Business Award for Product Developer of the Year and Best New Product of the Year. [.].

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Journey Mapping Your Way to Better Customer Communications

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. When it comes to communicating, your company’s accessibility, availability, responsiveness, courtesy and professionalism, consistent voice, and consistent messaging go a long way toward building strong relationships and delivering a great exper

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Put the customer in your customer journey map

CX Advantage Walker

Mapping the customer journey is not complete—or valuable—without the customer. It’s true that journey maps are the product of internal, cross-functional teams joining together to think and act like customers, but all too often companies stop short of validating their journey map with actual customer input. Depending on the situation and company, the methods.

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Top 5 Hosted VoIP Features Perfect for Your Small Business

Jive

Many small businesses today are eager to make the switch to Hosted VoIP phone systems. (VoIP stands for Voice over Internet Protocol). In fact, according to Juniper Research , it was estimated that there would be approximately 1 billion VoIP users by the end of 2017. . The rapid rise of adoption rates is credited to companies wanting to enjoy the perks of a streamlined communications platform that’s efficient and effective.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Introducing the Third New Executive Team Member This Year: Bright Pattern Welcomes Ted Hunting!

Bright Pattern

Last week, I had the pleasure of welcoming Bright Pattern’s new Senior Vice President of Marketing, Ted Hunting, aboard our team. Ted is well-known in the contact center space as a thought leader and speaker at many top industry events. His breadth of experience spans start-ups and large enterprise technology companies across a wide range of industries, including business intelligence, large-scale computing systems, and telecommunications.

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4 Quality Assurance Mistakes That Are Making Your Agents Miserable

Playvox

A quality assurance program is a great thing to have if you're scaling fast and/or are looking to create a consistent and quality customer service. However, if not done or set up properly, your carefully planned QA program can quickly backfire.

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Increase ROI in Your Contact Center with Artificial Intelligence

Waterfield Technologies

Contact centers must streamline operations in order to remain competitive in the modern business landscape. Artificial intelligence has the ability to do this in ways that a strictly human team […]. The post Increase ROI in Your Contact Center with Artificial Intelligence appeared first on Waterfield Technologies.

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Pindrop? Express | Authentication, Risk, CX and the Enterprise

pindrop

Businesses today often suffer from lagging or inefficient authentication solutions – from knowledge based authentication questions (KBAs) to simple caller ID verification. These traditional methods are tedious and create friction within the overall customer experience, extending call handle time which also impacts operational costs. Additionally, we are moving into an era defined by a conversational economy – which has placed expectations on enterprises to support the growing popular

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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To QA or Not to QA: That is the Question

24-7 InTouch

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the process should be executed on their programs.

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Tech Worth Following, 2018 Edition

Service Agility

Originally published in Contact Center Pipeline, August 2017 OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following in 2018. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe bet).

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Insurance companies face an Amazonian threat ? but does it demand a herculean reaction?

Quadient

These are potentially trying times for the insurance industry. Commoditisation has caused a race to the bottom for some, with price comparison sites increasing the incentive to compete by offering customers the lowest possible price – even if this results in a worse customer experience overall, especially in the event they have to claim.