Wed.Jan 06, 2021

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Shep’s 2021 Top 10 Business Predictions

ShepHyken

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience.

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25 Experts Reveal How Companies Can Use Omnichannel Technology to Improve Customer Service

Callminer

Read this article to learn how omnichannel technology can enhance customer service.

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311: Dennis Geelen – Customer-Centric Innovation

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p

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Goodbye 2020… Lessons Learned

Contact Center Pipeline

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has been bitterly disappointed by 2020. This year, holding the promise of a new decade will be remembered as dark and dangerous for generations to come. I wonder what the writers of […].

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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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Will You Be Able to Keep Your Superstars in 2021?

Integrity Solutions

Money and incentives matter, but this year more than ever they’re only part of the sales retention story. Coming off of a tough year in 2020, more employees are feeling burned out and overwhelmed. With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021.

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How Will STIR/SHAKEN Impact Your Operations?

LiveVox

With the FCC’s June 30, 2021 deadline for STIR/SHAKEN implementation approaching faster than we all think, this new standard should be top of mind for operators of outbound call centers. To help, we’ve put together a new free eBook that breaks down what STIR/SHAKEN is, how the new rules impact you, and what you can […]. The post How Will STIR/SHAKEN Impact Your Operations?

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12 Statistics to Inspire You To Take the Next Steps (Big or Small) And Move Your Call Center to the Cloud

SharpenCX

As many as 20% of Fortune 500 companies won’t make it through 2021 in one piece. Saddled with technical debt and bureaucratic processes that slow down decision-making, Forrester predicts many top-tier companies will sell off pieces of their business or merge with others to stay viable. The unexpected challenges of 2020 brought existing business gaps into clear view.

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Newsletter Time Again - January Edition, and Podcast too

Jon Arnold

It’s a new month, and a new year, so that means it’s time for the next edition of JAA’s Communications and Collaboration Review , along with the first episode of Season 4 for our Watch This Space podcast. Subscribers got the January newsletter yesterday, and if you want to keep tabs on what I’m seeing and doing in this space, it just takes a moment to subscribe here.

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5 stages to launch next-gen CX for the post-pandemic healthcare consumer

Talkdesk

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. The pandemic disrupted healthcare services everywhere. Those with a healthcare cloud contact center as part of their care continuity plans had the agility to move their workforces home with minimal disruption to the patient.

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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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How to Ensure Great Customer Service for Your Ecommerce Business

CSM Magazine

Starting and running a business can be stressful and at the same time hugely rewarding. Whether you sell a product or a service, keeping customers happy should always be at the forefront of your business. It is important to remember that unhappy customers can always shout louder and reach further than happy customers. This means that unfortunately they can have a bigger impact on your business than happy and satisfied customers.

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How TravelWifi Went Global

IdeasUnlimited

Within 10 years, TravelWifi grew from a London-based portable WiFi hotspot to one that provides fast and reliable internet in 100+ countries. Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Introduction. With coverage in over 100 countries, including many with notoriously bad connectivity like Bolivia and even Iraq, TravelWifi (formerly Tep Wireless) is one of the world’s most reliable portable WiFi providers.

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Quality Scores and CSAT: The Oil and Water of Contact Center Management

Vistio

Most every contact center measures both quality scores and CSAT scores. And while ostensibly both of these metrics are designed to improve the caliber of each customer interaction, it’s no secret that in most contact centers these metrics seem to fluctuate wildly and independently from each other, eventually turning into a kind of metrics whack-a-mole—you fix one only to find that the other now needs attention.

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How TravelWifi Went Global

IdeasUnlimited

Within 10 years, TravelWifi grew from a London-based portable WiFi hotspot to one that provides fast and reliable internet in 100+ countries. Propelling this explosive growth are the twin engines of an exceptional product and 24/7 customer service through IdeasUnlimited. Introduction. With coverage in over 100 countries, including many with notoriously bad connectivity like Bolivia and even Iraq, TravelWifi (formerly Tep Wireless) is one of the world’s most reliable portable WiFi providers.

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The Open CCaaS Advantage Report

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.

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Here’s What’s New from December 2020|Kommunicate Product Updates

kommunicate

Wish this New Year brings a lot of joy, happiness, good health, and success. Happy New Year! Yeah! Our last product update for 2020. In the month of December, we have optimized some features and added cool features in the Dashboard, additional features in Kompose, and Bot analytics. Also updated the existing ones to improve [.]. The post Here’s What’s New from December 2020|Kommunicate Product Updates appeared first on Kommunicate Blog.

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Elevate Your Sales With An Outbound Call Center

Quality Contact Solutions

If you answer “ yes ” to any of these questions and an outbound call center may be just what you need to elevate your sales. Does your sales team hate prospecting? Do you have accounts that are not being called but should be? Do you need help generating leads for your internal sales team? Do you want to test your current BPO’s performance?

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Calabrio ONE Now Available via Twilio Flex Ecosystem

CSM Magazine

Calabrio extends its Twilio partnership, making it effortless to deploy the leading workforce engagement management suite on Twilio Flex. Calabrio, the customer experience intelligence company, today announced that contact centres using Twilio (NYSE: TWLO) Flex and looking to add powerful workforce engagement management (WEM) capabilities to their business, now have simplified access to Calabrio ONE through the Twilio Flex Ecosystem.

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How to Utilize Data Findings from Speech Analytics

TCN

Implementing tools such as Speech Analytics into your contact center can have numerous benefits — The post How to Utilize Data Findings from Speech Analytics appeared first on TCN.

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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 to Setup a Property Solar Dialing Campaign

Calltools

Interest in solar energy for commercial and residential properties has surged over the last decade. In 2010, solar only accounted for about 4% of the U.S.’s new electricity generating capacity. Natural gas dominated energy production at 36%. In 2019, some significant changes have become obvious. Natural gas still leads the pack with 48% growth, but solar has jumped to 36%.

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Principle #3: The Process Is Where the Leverage Is

Brad Cleveland Blog

The third principle in this series, Improving Quality and Performance in Customer Experience, focuses our attention on the bigger picture – the processes within an organization. A process is a “system of causes.” (Note: in the context of quality and process improvement, “system” refers to the system of causes or processes, not a technology.) Every organization is an expansive system … The post Principle #3: The Process Is Where the Leverage Is first appeared on Brad Cleveland.

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Mastering Customer Touchpoints Management with the Right Customer Success Technology

SmartKarrot

More than 40 percent of customers choose to stick with a brand only if it offers them the best customer experience. Excellent customer experience is necessary as that makes customers trust and know the brand. Customer success needs continuity- it does not happen overnight. You need to provide customers with what they want and in the way they want. The technology is used to track customer health, map customer journey, understand engagement levels, and get alerts.

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How to Leverage Chatbots for Streamlined Recruitment Efforts

Inbenta

Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all. Something that becomes even more frustrating if you spent two hours filling out an application form. Not to mention the time spent answering questions like, “what do you think is the best ERP for retail ?”.

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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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Jan 06 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: Greater Minneapolis-St. Paul Area, US Organization: Deluxe As a VP of Customer Success, you will build and nurture strong customer executive relationships to develop a holistic and deep view of the immediate needs and current programs with a deep understanding of Customer business goals, environment, challenges, and operational maturity.

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Improving Sales & Support Initiatives in the Financial Services Industry

aircall

Financial services are intangible, and as such, they can be challenging to sell and support. Unlike a physical product, you can’t see them or hold them in your hand. Also, a lot of people find the nuances of financial services difficult to understand. People tend to pay more attention to financial services when they receive a windfall of money or get closer to retirement and they have to make decisions.

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