Callminer

APRIL 23, 2018

No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place.

Call Center 207

Call Center Customer Experience 207

ShepHyken

APRIL 23, 2018

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. The Secret To Superior Customer Experience by Denise Lee Yohn. (Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX).

Customer Service 198

Customer Service Employee engagement CRM Personalization 198

Call Center Weekly

APRIL 23, 2018

By Lori L Dees I work for a local dental society, as the Exhibits and Foundation Manager. We receive many offers of products and services from a variety of companies. Most are looking to increase brand awareness, but the few successful business affiliations seem to stem from a mutual respect and partnership beneficial to the both of us. We can purchase products from any number of suppliers, but we always go back to one.

Coaching 120

Coaching Feedback Customer Service Management 120

Customer Service Life

APRIL 23, 2018

Guilty as charged. I’m guilty of it myself. While I love working in customer service, I admit, I’ve done it. Done what, you ask? I’ve worn the honorable badge of hours worked. . I was caught up in the swirl of “the more I work, the more worthy I am” The more valuable I am. The more people I can help. The more I can lead my team.

Coaching 104

Coaching Personalization Customer Service Contact Center 104

Advertisement

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

AskNicely

APRIL 23, 2018

Portland is obsessed with creating amazing experiences. You’ve likely seen it caricatured on TV shows , in books , and in Buzzfeed stories. From craft beer to artisan wine to inventive music to molecular gastronomy to urban micro-farming — Portlanders are obsessed with wowing other Portlanders (read: customers). You’d be hard-pressed to find a boutique shop, a restaurant, a bar, or art gallery that isn’t absolutely obsessed with impressing the locals with a great product or experience.

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Revation Systems

APRIL 23, 2018

As the use of the term digital transformation has become more commonplace, many wonder if it is here to stay, or if it is merely another buzzword that will soon be a distant memory. What exactly does the term digital transformation even mean? The Enterprisers Project defines digital transformation as, “The integration of digital technology into all areas of a business, fundamentally changing how businesses operate and deliver value to customers.

Banking 59

Banking Healthcare Big data Technology 59

Ameyo

APRIL 23, 2018

In continuation of my Help desk Software series ( Also r ead: What is a Help desk Ticketing System and Why is it important ), today, we will be talking about some things that the companies need to keep in mind before buying a help desk solution. We will be categorizing the checklist into two categories, namely - at the business level and, at the technology level.

Management 53

Management Technology 53

Customer Experience Matters

APRIL 23, 2018

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains &

Transportation 53

Transportation Airlines Banking Surveys 53

Connecting the Dots

APRIL 23, 2018

CCMC ~. We know customers don’t read their contracts. And, we know that companies that make customers aware of unpopular contract provisions retain customers. So, how can businesses get the word out? Read John Goodman’s strategies to help make your customers aware in advance of unwelcome contract surprises. Download. The post Getting Customers To Understand Their Contract: What Zuckerberg Should Have Said appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

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

Mindtouch

APRIL 23, 2018

The connected customer is upon us. The subscription economy demands a proactive Support and Success initiative to serve that customer. And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. The ability to connect through various channels—social, customer relationship managers (CRM), marketing campaigns, support ticketing software, communities, training software, product, Success Center—leaves digital breadcrumbs.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

Connecting the Dots

APRIL 23, 2018

CCMC ~. We know customers don’t read their contracts. And, we know that companies that make customers aware of unpopular contract provisions retain customers. So, how can businesses get the word out? Read John Goodman’s strategies to help make your customers aware in advance of unwelcome contract surprises. Download. The post Getting Customers To Understand Their Contract: What Zuckerberg Should Have Said appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Customer Experience 48

VocalCom

APRIL 23, 2018

A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. By simplifying your customers’ lives and adding a personalized touch at every step, you can create the kinds of experiences that your customers are actually looking for.

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Contact Center 48

OrecX

APRIL 23, 2018

Call recordings can offer invaluable intelligence to an organization as well as provide critical compliance and dispute resolution support. However, those same precious recordings can also contain some very sensitive customer information which must be protected. At OrecX, we take the protection of personally verifiable information (PII) very seriously.

Personalization 48

Personalization 48

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

Connecting the Dots

APRIL 23, 2018

We know customers don’t read their contracts. And, we know that companies that make customers aware of unpopular contract provisions retain customers. So, how can businesses get the word out? Read John Goodman’s strategies to help make your customers aware in advance of unwelcome contract surprises. Download.

Customer Experience 48

Customer Experience 48

Vonage

APRIL 23, 2018

Survival in today’s customer experience economy requires businesses to adapt to customer behavior, and that includes letting them choose how they want to get in touch. That’s why it has become more important than ever for brands to be able to drive a consistent, seamless customer experience across each and every one of their customer touchpoints — from voice, email and chat, to SMS, video and social channels.

CRM 48

CRM Contact Center Engineering Analytics 48

Call Journey

APRIL 23, 2018

Businesses are now improving their business performance by utilizing conversation analytics as a way to tap into insights from everyday customer telephone interactions. This post was co-authored by Juergen Tolksdorf, Director of Innovations Group at Genesys. It was originally published on Genesys blog. Contact centers have been recording conversations for decades as part of either regulatory obligations […].

Analytics 40

Analytics Contact Center 40

Ann Michaels and Associates

APRIL 23, 2018

First, let’s define customer experience. In essence, customer experience is the customer’s perception of how well you live up to your brand promise. If you fail to meet the expectations you have created, then that brand promise can become your undoing. With the influence of millennials and the power of social media, customers can cause more damage to your brand than ever before.

Customer Experience 40

Customer Experience Transportation Feedback Marketing 40

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.

Contact Center

Verint

APRIL 23, 2018

It’s less than a month away! The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. This four-day event is dedicated to helping attendees get the full benefit of their Verint solutions—and sharing ideas and best practices for simplifying, modernizing, and automating their organizations. The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using r

Best practices 31

Best practices Contact Center Feedback Customer Experience 31