Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.

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Customer Service Coaching Chatbots Customer Support 249

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Shep Hyken Interviews Denise Lee Yohn, Author of Fusion. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

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Consulting Consulting Customer Experience Customer Service 180

Aspect

FEBRUARY 27, 2018

You can’t make all people happy all of the time. But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch. Just how much can one bad review sidetrack a long run of success? Here are a few statistics to consider: 88 percent of people trust online reviews as much as they trust their best friends’ recommendations. 80 percent of people will choose to go elsewhere if they read bad r

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Contact Center Contact center software Chatbots contact center solutions 128

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.

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Customer Service Real estate Call Center Enterprise 116

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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.

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. Peter will be attending in his role as a IBM Futurist – an independent influencer recognised for his thought leadership and expertise in the field of customer experience and CRM.

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CRM Customer Experience Marketing Personalization 100

Solvvy

FEBRUARY 27, 2018

The post Customer Experience Is All That Matters appeared first on Solvvy.

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Customer Experience 125

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. The trouble is, many have rushed to use them without fully considering their limitations. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks.

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Chatbots Customer Service Airlines Contact center software 90

GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Surveys 78

Surveys Customer Support Feedback 78

SharpenCX

FEBRUARY 27, 2018

If you’ve ever wondered what your agents thought or said once the headset is off and their shift is over, this is where you’ll find it. [.]. Read More. The post The Secret Lives Of Contact Center Agents appeared first on Sharpen Contact Center Software.

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Contact Center Contact center software Customer Experience 71

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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

Surveys

Altitude

FEBRUARY 27, 2018

Once upon a time there was a 1400-year-old game called “Chess” and the world chess champion, Garry Kasparov, loosing against an IBM supercomputer called “ Deep Blue ”. This was in 1997. Since then the artificial intelligence (AI) love with chess has never vanished, with the machines becoming more skillful and playing tournaments between themselves.

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Contact Center CCNG Customer Service 74

Toister Performance Solutions

FEBRUARY 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. You've probably heard the adage, "Hire for attitude, train for skills." It sounds good, but how exactly do you hire for attitude? Customer service leaders struggle with this one.

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Advertising Education Personalization Customer Service 67

eGain

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

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Contact Center Average Handle Time Banking Technology 63

GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Surveys 60

Surveys Customer Support Feedback 60

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

Mindtouch

FEBRUARY 27, 2018

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! That’s more than some businesses can honestly claim. The answers you’re looking for, though, could be hiding in a place you haven’t thought to look: your self-service strategy.

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Self service Customer effort Analytics Metrics 48

West

FEBRUARY 27, 2018

Call center vs. contact center. Many use these two terms interchangeably, but they are not the same thing. Call centers and contact centers are two distinct models for business communication. And assuming otherwise could lead to either an embarrassing faux pas or a damaging business mistake. The primary difference between a call center and contact center lies in the methods of communication used and the overall service experience.

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Call Center Contact Center Self service voip 48

Genroe

FEBRUARY 27, 2018

As an inbound marketer there is nothing quite as frustrating as creating great content, that is read by potential customers, but on which they don’t act: no download, no contact form, nothing. This is an unfortunate fact of life as the large proportion of readers will not connect. But the HubSpot CRM Prospects feature can help […]. The post How To Use the HubSpot Prospects Tool to Generate New Leads appeared first on Genroe.

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CRM Marketing 49

eGain

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

Contact Center 45

Contact Center Average Handle Time Banking Technology 45

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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

Revation Systems

FEBRUARY 27, 2018

Building upon Part 1 of the Security Culture Series, which focused on expanding IT’s responsibility, we wanted to dive deeper into the paradox of digital transformation. Namely, the security challenges presented to almost every sector that can no longer be ignored as digital transformation continues to introduce new and exciting innovations. Organizations need to place paramount importance on creating a culture determined to tackle these security threats above all else.

Education 4

Education Healthcare Best practices Surveys 4

eGain

FEBRUARY 27, 2018

Geoffrey Moore wrote about the dreaded “chasm” in his hi-tech marketing bible, Crossing the Chasm , where technologies go to die if they don’t gain traction among mainstream buyers, and Gartner talks about the “trough of disillusionment” in their hype cycle, where many technologies perish or take years to get out of, if at all. Sorry, no such thing for AI in the Contact Center this time around. eGain has many killer use-cases and real-world success stories for Contact Center AI from its blue-chi

Contact Center 40

Contact Center Average Handle Time Banking Technology 40

BlueOcean

FEBRUARY 27, 2018

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care.

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Customer Service Customer Care outsourcing Contact Center 79

LiveChat

FEBRUARY 27, 2018

Anyone who has managed an e-commerce business knows how difficult it is to sell online and boost returns on investment. Even the best online sellers have to constantly innovate in order to sustain their sales growth. This is where e-commerce website tools come handy. E-commerce is growing like never before, and the number of e-commerce tools is growing just as progressively – over 5,000 different were reported in 2017 along.

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Analytics Accountability Sales Customer centricity 53

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

ClientSuccess

FEBRUARY 27, 2018

Customer success isn’t limited to a single department. Every single person at an organization touches the customer lifecycle , whether it’s marketing at the pre-buying stage or product in the adoption stage. While it can be easy to onboard a customer and keep them stuck in a ‘customer-only lane,’ it’s important to realize that all departments have something unique to share with customers, and because of this the customer journey must travel between departments.

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Metrics Journey mapping Coaching SaaS 40