The Call Center School

JULY 1, 2019

Contact Center 90

Contact Center 90

teleopti

JULY 1, 2019

What is contributing to the increase in handle time? Why are customer satisfaction scores continuing to decline? If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

DMG Consulting

JULY 1, 2019

The Ideal Contact Center Solution. 6/3/2019. By Donna Fluss. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. Obviously, perfect is in the eyes of the beholder, but there has to be a way of creating a contact center solution that is omni-channel, easy to provision, set up, install, implement and operate.

contact center solutions 76

contact center solutions Contact Center Interactive Voice Response Enterprise 76

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski. (Media Post) Like many others, I’m sure, I talk to myself quite frequently.

Journey mapping 302

Journey mapping Customer Service B2C Big data 302

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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.

Callminer

JULY 1, 2019

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

Best practices 182

Best practices Customer Experience Management 182

bold360 Blog

JULY 1, 2019

Subscribe via iTunes , Spotify and more. We often touch on the opportunity to leverage AI to create a better user experience. On the latest episode of AI:IRL , I invited Vittorio Banfi , a great subject-matter expert, to add to that conversation. Vittorio brings an interesting perspective on the mix of user interface and user design. Vittorio talked about his company, Botsociety , and how it came to be.

Chatbots 75

Chatbots Upselling outsourcing Customer centricity 75

Noble Systems

JULY 1, 2019

In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving long-term success with gamification. We noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here in Part 2, we will cover the next two best practices for introducing gamification seamlessly in your contact center – choosing appropriate rewards and intervals, and th

Gamification 71

Gamification Best practices Contact Center Employee engagement 71

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Customer centricity 59

Customer centricity Marketing CRM Personalization 59

Totango

JULY 1, 2019

We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals. During this year we focus a lot on Customer Success Manager productivity and we just release Account Profile Links to enable them quick access to all systems. Keep reading to learn how this feature will enable your team to focus on the customer and deliver results.

Accountability 56

Accountability Management 56

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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

NICE inContact

JULY 1, 2019

Every day, 140,000 people depart from one of Swedish Rail’s 284 stations, traveling on one of its 1,200 daily routes between major cities in Sweden and the Scandinavian capitals of Stockholm, Copenhagen and Oslo. In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

GetFeedback

JULY 1, 2019

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters.

Surveys 60

Surveys 60

VocalCom

JULY 1, 2019

The most successful companies treat their customers as both rational and emotional beings. Customers want seamless brand experiences, expect rapid service, and look for the best deals possible. At the same time, they are swayed by products that appeal to their tastes and values, and their interactions with brands can fail or succeed depending on how their feelings are treated.

Contact Center 48

Contact Center Customer Experience Contact center software Average Handle Time 48

Solvvy

JULY 1, 2019

Long gone are the days when customer service was significant only at the cash register. Nowadays, there are dozens of touch points with customers to make (or break) their experience. Feels like a lot of pressure, doesn’t it? . Thankfully, it’s clear cut on how to set your company up for customer experience success at every opportunity for interaction, and it starts right in your own office.

Customer Experience 48

Customer Experience Coaching Sales Customer Service 48

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

Nuance

JULY 1, 2019

This blog post is part two in a five-part series to explore how healthcare organizations can make the most of their Epic MyChart patient portal to engage patients for better care. When it comes to the adoption and use of an online patient portal, recent industry data offers a bit of a mixed bag. The […] The post Making the most of your Epic MyChart patient portal appeared first on What’s next.

Healthcare 41

Healthcare 41

Vcaretec

JULY 1, 2019

If you want to present an image of professionalism and competence as your company grows, you’ll likely have to outsource some tasks to a reputable partner. The simple fact is that your company will not be able to deal with ballooning customer call volume, billing issues, and other administrative tasks while trying to scale at the same time. In order for you to focus on what’s important, you’re going to have to look to an outsourcing partner.

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outsourcing Call Center Contact Center Technology 40

A Better Answer

JULY 1, 2019

If you mention call center, most people immediately get an adverse reaction because they envision scenarios where they’re either on hold for long periods, shuffled back and forth between agents, or getting called at all hours of the day. However, call centers are valuable to many businesses, and we hope you’ll see by reading this article how they benefit both customers and companies, and why they’re necessary even today.

Call Center 40

Call Center Answering services 40

TLC Associates

JULY 1, 2019

You’ve heard the old expression: do what you do best and outsource the rest. It makes sense – hand off anything that isn’t core to your business so you can focus on what matters most. But what does that look like for your business? How do you determine which functions are not only unnecessary to keep in-house but also more effective in the hands of outsourced experts?

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outsourcing Contact Center Outbound sales Customer Care 40

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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

Stratifyd

JULY 1, 2019

Estimated reading time: 4 minutes. Director of UX , Slavik Shen, is no stranger to the startup world. He moved to the U.S. to experience Silicon Valley in 2013 and found himself using his software development expertise to help a friend get Stratifyd off the ground soon after. Shen was born and raised in Shanghai. His passion for tech was sparked by playing video games at a young age.

Telecommunications 40

Telecommunications Education Enterprise Personalization 40

Pipkins

JULY 1, 2019

The workforce is getting bigger as the world is getting smaller. The parts of work life that had not been at the forefront are becoming more in focus. The issues that confront today’s workforce are diverse, and your absence management systems need to be able to meet that diversity. Pipkins, Inc. is there to simplify it all for you with SwiftPik and eSmart, parts of your complete workforce management suite.

Management 40

Management 40

Stratifyd

JULY 1, 2019

Estimated reading time: 4 minutes. Director of UX , Slavik Shen, is no stranger to the startup world. He moved to the U.S. to experience Silicon Valley in 2013 and found himself using his software development expertise to help a friend get Stratifyd off the ground soon after. Shen was born and raised in Shanghai. His passion for tech was sparked by playing video games at a young age.

Telecommunications 40

Telecommunications Education Enterprise Personalization 40

3CLogic

JULY 1, 2019

Digital transformation isn’t just about digital – it’s only part of the equation. When a company pushes "play" to embark on its digital transformation journey, approaching it with a narrow view of just efficiency, consolidating tech, enabling chatbots and cutting costs may end your game early…while all of those improve ROI, it must be balanced with the goal of providing better customer experience.

Banking 40

Banking APIs Cloud contact Interactive Voice Response 40

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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Jon Arnold

JULY 1, 2019

June sure was busy, as I attended four events, plus had a short getaway trip/family event. Writing still goes on, though, and here’s a digest of what I had on tap last month. Maximize Huddle Room Technology with Collaboration Metrics , Tech Target, June 27 My Poly Voyager 6200 Headset Review , my blog, June 20 3 Ways AI Adds Value to Collaboration , Toolbox.com, June 19 Thinking Differently About Managed IT Services for SMBs , BCStrategies, June 17 Employee Engagement: Collaboration’s Hidden Val

Employee engagement 40

Employee engagement Metrics Technology Management 40

CallSource Insights

JULY 1, 2019

Introduction. CallSource is the premier technology-enabled business performance company who invented call tracking over 25 years ago. Having tracked over 1 billion phone calls, CallSource is the industry expert in all things call tracking. We have developed our products based on our clients’ feedback, wants, and needs. CallSource is much more than just a SaaS call tracking company.

Advertising 40

Advertising Coaching Analytics Marketing 40

Playvox

JULY 1, 2019

Never underestimate just how important engagement is when building a team of customer-service superstars.

Coaching 47

Coaching Customer Service Management 47

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

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

Journey mapping

ClientSuccess

JULY 1, 2019

If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. While a CSM may be ultimately responsible for retaining and growing his or her accounts, most organizations are on a mission to serve the end customer, and therefore every department – from Finance to HR to Marketing to Product Development – should hold responsibility to some degree for customer succe

Finance 49

Finance Upselling Metrics SaaS 49

GetFeedback

JULY 1, 2019

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way. Meanwhile, a report can provide a deep-dive of statistics, methodology, and executable actions.

Surveys 87

Surveys Education Marketing Customer Service 87