Tue.Oct 01, 2019

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The Latest Trends in Quality Assurance

Contact Center Pipeline

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

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How Bad Information Destroys Customer Service Experiences

Guru

When customer service experiences go wrong, people notice. The worst customer experiences make their way into the larger conversation: remember Comcast’s infamous retention call ? Or United’s violent flight overbooking remedy ? No company wants to make it into a hall of fame that includes these kinds of customer experiences, but now that it’s easier than ever to put a brand on blast, what can you do as a CX leader to prevent it?

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The Contact Center of the Future - part 1 - Customers

Eckoh

What will the Contact Center of the Future look like? In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. To consider the Contact Center of the Future we must first consider the Customer of the Future. what their lives will be like and what their needs and expectations might be in the changing world they inhabit.

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A Guide to Customer Journey Optimization

Totango

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But sustained growth is hard to achieve without a clear path forward. . Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.

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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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Comparably Award Recognizes Concentrix for Happiest Employees

Concentrix

Recognition highlights strategic initiatives to engage growing, diverse workforce Fremont, CA – Concentrix was recognized in the 2019 Comparably Award for Happiest Employees. “Happiness at work is an important metric that should be used when determining who we want to work for and how we want to work,” said Comparably CEO Jason Nazar. “Providing your workforce.

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Spearline Podcast | Episode 2: Customer focus and CX Day

Spearline

In this episode of the Spearline podcast, Kees interviews Customer Engagement Manager JJ Barry about his role with the company, CX Day and the importance of customers. Later in the episode, Josh is joined in studio with members of the Product Team, Carl Naysmith and Deirdre Hurley, where they discuss more about CX Day, understanding the customer and the Spearline platform.

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Customer Success: A Key Driver for Meaningful Relationship and Sustainable Growth

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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Pop the Confetti: October 7-11 is Customer Service Week and It’s Time to Give Your Agents the Recognition they Deserve

SharpenCX

We interrupt our regular programming to broadcast an important announcement: Next week, Oct. 7 – 11, is Customer Service Week. . You may resume regular activity in your contact center only after you plan for what’s ahead: celebrating your agents. Some 27 years ago, Congress proclaimed the first full week in October as National Customer Service Week.

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It’s A Multi-Cloud World

ConvergeOne

I’ll start by answering a question that immediately comes to mind: What, exactly, does multi-cloud mean? When we reference a multi-cloud environment, we’re talking about an organization that utilizes some combination of one or more public and/or private clouds to power their critical applications and workloads. For example, an organization may utilize Amazon Web Services (AWS) for its mainstream applications, Google Cloud for machine learning (ML)-centric workloads, and a private on-premises clo

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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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LinkedPhone Company Overview, Pricing, and Competitive Alternatives

Avoxi

Are you in the market for a phone service that is the best fit for your business? Well, you have come to the right place! We want to help you find the phone provider that is a perfect fit for your business even if that isn't us. While we are confident that we offer the… The post LinkedPhone Company Overview, Pricing, and Competitive Alternatives appeared first on AVOXI.

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Fire Season Is Here: Is Your Business Disaster Recovery Plan Ready?

Working Solutions

Whether it’s wildfires in the West, hurricanes in the South, flooding in the Southeast or tornadoes in the Midwest, natural disasters seem to affect every corner of the United States—and what’s worse, they also seem to be getting larger in scope every year. As NPR’s Kirk Siegler noted after 2018’s disastrous Camp Fire—the […].

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Next Stop - San Francisco and RingCentral

Jon Arnold

Last week was Plano, Texas, and this week, San Francisco. Florida the week after, then back to San Fran the week after that. Focus, focus! Ok, so this week’s stop is San Francisco, where I’ll be attending RingCentral’s analyst day. It’s a long way to go for a day of updates from their leadership team, but they’re pretty core to my coverage, so I’m flying out tomorrow.

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Amazing Business Radio: Tom Goodmanson

ShepHyken

The Analytic Customer Experience. How AI Can Support Human Customer Service. Shep Hyken interviews Tom Goodmanson. They discuss trends in digital customer service, including hyper-personalization and fast, frictionless self-service. The Interview with Tom Goodmanson: The “CX revolution” is only just beginning. The trend across industries is toward elevating the customer experience.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Mitel Analyst Summit - my Takeaways on BCStrategies

Jon Arnold

Last week I attended Mitel’s analyst and consultant event, and while time was short, they covered a lot of ground. Probably more wide than deep, but they’re an important player to follow in the cloud collaboration space. We don’t often have just analysts and consultants as the focus of the event, so the messaging was very targeted for us, which was great.

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The rising tide of a flexible, mobile workforce

Nuance

Workplace flexibility was once a cutting-edge idea, differentiating new, trendy companies from the pack. Today it’s proving to be an essential recruitment tool, a factor that many organizations need to consider to attract and maintain the best talent. In a recent New York Times article, employees say they are willing to accept lower-paying jobs in […] The post The rising tide of a flexible, mobile workforce appeared first on What’s next.

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AI Chatbots: The Dream vs. The Reality (Pt. 2: Automation)

Comm100

“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll show you how AI chatbots are being used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone who’s gotten their hands dirty implementing AI chatbot solutions that provide value to businesses, as well as their customers.

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The rising tide of a flexible, mobile workforce

Nuance

Workplace flexibility was once a cutting-edge idea, differentiating new, trendy companies from the pack. Today it’s proving to be an essential recruitment tool, a factor that many organizations need to consider to attract and maintain the best talent. In a recent New York Times article, employees say they are willing to accept lower-paying jobs in […] The post The rising tide of a flexible, mobile workforce appeared first on What’s next.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Why Customer Experience Is Essential Today and How Businesses Can Capitalize on It

Squelch

This article, “ Why Customer Experience Is Essential Today, and How Businesses Can Capitalize on It ,” was originally published by AiThority on September 16, 2019. The latest rage in Customer Experience (CX) is … well, customer experience. That is, the word experience is being emphasized more today than ever before across the entire customer journey.

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Conversations with Clients: Gladys Labradores, Conduent Philippines

COPC

This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies. Shreekant asked Gladys about industry trends, future challenges and opportunities, and Conduent’s relationship with COPC Inc. …………………….

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How to Power Your Business Decisions with Customer Experience Intelligence

inmoment

Last week, I spoke to a group of executives in Singapore about CX intelligence ; specifically, how to use it to make meaningful, transformative business decisions. This is an issue for many businesses—according to Forrester , 74% of firms state they want to be insight-driven, but only 29% actually turn analytics into action. How do they do it? By following a few key principles that can help any company unleash its CX data’s full potential.

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4 Ways to Prepare Your Healthcare Contact Center for Open Enrollment Season

TLC Associates

Open enrollment season is approaching fast. Is your business equipped to handle the increased call volume and demands while also maintaining high-quality service? That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. Here’s what you need to do over the next few months to maintain customer satisfaction with your healthcare enrollment call center and increase your bo

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Six Ingredients for Meaningful and Productive Meetings

CSM Magazine

Meaningful meetings are possible, desirable, and should be the aim of every executive. But many people say meaningful meetings is an oxymoron, and they have a point. Research shows consistently that most meetings waste time and cost significant sums. Some studies show over 75% of meetings waste time. Get a Klu, a corporate coaching and training consulting firm found that professionals lose 31 hours monthly to unproductive meetings.

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Here’s What’s New from September 2019 | Kommunicate Product Updates

kommunicate

In the month of September, we have added some powerful features to your favorite customer support tool. If you have missed previous versions of product updates, Read here. Web App Pre-chat message pop-up: We have released pre-chat message pop-ups for notifying your website visitors. This will help you to grab the attention of visitors and improve [.].

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5 Ways to Deliver Better Service for Customer Service Week

CSM Magazine

With National Customer Service Week coming up, Shep Hyken provides some ways to deliver even better customer service. In customer service, there are so many ways to do things right. The right way to manage first impressions, demonstrate knowledge, build rapport, ask the right questions and much, much more. I thought it would be fun to create a list of a few things that everyone should do right.

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#CXDay: Serving Your Customers a Custom Support Experience

Creative Virtual

By Mandy Reed, Global Head of Marketing. Happy CX Day! Today is the annual global celebration of the professionals and companies that make great customer experiences happen. In a world of growing expectations for on-demand service and highly connected, always-on customers, creating and delivering a great customer experience (CX) is no easy task. A couple of weeks ago I was at an alpaca farm, a stop on my local annual County Farm Tour, with my niece.

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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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Happy CX Day 2019!

Spearline

CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. “World-class” NPS score! Here at Spearline, we take CX seriously. Since the start of the year, we have been surveying our customers to find out how satisfied they are with our level of support and the Spearline platform.

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14 Free Sales Tools for your Small Business

Nicereply

When you’re trying to grow your business, every sale counts. That’s why you need to use every tool in the toolbelt to get ahead of the game. If there’s one thing I’ve learned from running a small business, it’s that sales take a lot of hustle and legwork. You have to acquire leads, send out information, have meetings, follow-up, and close the deal. Even if your customer is interested, they aren’t usually the drivers of the conversation.

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12 Principles for Building Profitable Customer Relationships

Brad Cleveland Blog

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?