TeleDirect
JUNE 10, 2019
Let’s talk about customer satisfaction for a minute. Building and growing relationships with each of your clients requires determined commitment, responsive customer service, and the ability to improve any contact center weakness – quickly, with on-the-fly flexibility. In other words, your contact center is of paramount importance to ensuring customer loyalty.
Topdown
JUNE 10, 2019
Measuring customer experience (CX) can be murky and filled with anecdotal, qualitative information. However, measuring the effectiveness of a CX strategy can be very straightforward. It involves setting goals and performing a quantitative analysis of the results.
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Talkdesk
JUNE 10, 2019
As I visit contact centers, I get to know their needs personally. One topic that usually comes up is how much the past investments in old solutions weigh in their decision to move the business to the cloud. Their on-premises PBX is the biggest concern, as it supports all internal telephony infrastructure and required huge investment and effort to install.
ShepHyken
JUNE 10, 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. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.
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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.
Myra Golden Media
JUNE 10, 2019
When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
JUNE 10, 2019
We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. This is an essential part of a company’s growth.
Integrity Solutions
JUNE 10, 2019
All healthy, long-lasting customer relationships are based on trust, integrity and mutual respect. In our private lives, keeping a promise is seen as something sacred. We swear to cross our hearts, hope to die, and stick needles in our eyes before breaking that trust. But what about in the business world? Do customers have faith that companies will keep their promises?
kommunicate
JUNE 10, 2019
Nowadays, there is no shying away from the fact that customer service is the new marketing. It is not enough to just pour in offers and money to acquire customers. You need to make sure they love the overall experience and stay with you for a long time. This is the primary reason why most [.]. The post Improve Customer Experience Using Automation appeared first on Kommunicate Blog.
Noble Systems
JUNE 10, 2019
Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a company and its products/services. Gamification: the application of game mechanics across the generational spectrum to motivate employees intrinsically and extrinsically for the purpose of aligning agent activity and company goals.
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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
CallSource Insights
JUNE 10, 2019
While prospects calling into your business are usually hot leads, it isn’t always simple to get them to commit to your business by the end of the phone call. Even if a consumer is ready to buy or make the appointment with your company, phone handlers still need to have a sales mentality to make sure the conversation ends in the commitment. Getting the commitment can be difficult, – especially if you aren’t prepared ahead of time for objections that may come your way.
Outsource Consultants
JUNE 10, 2019
Tijuana, Mexico is undergoing a well-deserved and long overdue reputation makeover. Once viewed as an area with some questionable characteristics, many call center executives are now flocking to Tijuana as a nearshore outsourcing destination for their call center agencies. The locale, which is famously affordable and domestically close, also offers many unsuspected advantages below the surface.
Customer Service Life
JUNE 10, 2019
Image by Amanda Powers from Pixabay. This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call and using a set of criteria to grade that call. They then add up all of the points and deliver that evaluation to the agent who handled the call.
NICE inContact
JUNE 10, 2019
Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has a very strong quality management and training team.
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.
Avaya
JUNE 10, 2019
Across industries and regions, organizations of all shapes and sizes are recognizing the competitive advantage of superior customer experience (CX), and the value that resides not only in what a company delivers for its customers, but in how it delivers those products and services. According to Forrester , CX leaders grow revenue faster, with a 17% compound average revenue growth rate vs. 3% over CX laggards.
CX Journey
JUNE 10, 2019
If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading. And feel free to share this whitepaper with anyone you believe will benefit. I recently asked for feedback from speakers about their experience with event organizers and about their speaking experience, in general.
C Space
JUNE 10, 2019
Secret Sauce. In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States. In the aftermath of Harvey, we saw something unexpected, something that resonated deeply with consumers and still resonates to this very day.
Solvvy
JUNE 10, 2019
Retention is a top priority for any successful subscription box business, but preventing churn is no easy task. While even the most successful businesses deal with some amount of customer churn, subscription commerce businesses are affected the most. And when churn runs amok – as it tends to in this industry – businesses can expect lost revenue and bad customer relationships.
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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.
VocalCom
JUNE 10, 2019
Asking for customer feedback is a standard practice these days. Most often, customers receive quick surveys following a service interaction or purchase. But just what is the value of customer feedback in the long term? When analyzed and applied strategically, it’s critical to your overall growth and success. Here are six key benefits of customer feedback for your brand.
Solvvy
JUNE 10, 2019
As subscription box entrepreneurs gathered in The Big Easy last month to exchange ideas on how to grow their business, a strong sense of community overpowered the grand ballroom as I overheard a fellow founder say to another, “building a subscription business isn’t easy, we need to stick together!” On the last day of the conference, our Founding CEO, Mahesh Ram, delivered his parting thoughts as conference attendees gathered for one last time in the ballroom on the common theme
Global Response
JUNE 10, 2019
Outsourced contact center will be at Exhibit 852 at the conference The Internet Retailer Conference and Exhibition is joining this year with two other trade shows to create IRCE@RetailX at Chicago McCormick more. The post Global Response to exhibit at IRCE@RetailX show appeared first on Global Response.
Andrew Mcfarland
JUNE 10, 2019
Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” While it isn’t perfect (what is?) it remains a simple and useful corporate tool. As.
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!
Infinity
JUNE 10, 2019
A Chief Marketing Officer’s (CMO) role has never been as diverse as it’s expected to be in 2019, and onwards. With fluctuating trends, new technology, and a customer-centric attitude, the CMO’s juggling act will be one you cannot afford to miss. Infinity + Raconteur have partnered together to produce “The Future CMO” report, which appeared in The Times and is available to download below.
Eckoh
JUNE 10, 2019
New EU regulations affecting electronic payments are about to impact UK consumers. But what will PSD2 and SCA mean for merchants — and what do they need to know? Just when you thought GDPR was nicely bedded down, along comes another mammoth compliance regulation. PSD2, the EU's second Payment Services Directive, actually came into effect in January, but merchants and consumers will notice the biggest change in September.
Salmat
JUNE 10, 2019
Marketing - like many other important activities - often doesn’t get the attention it deserves at many small and medium businesses (SMBs). This is because marketing resources are generally scarce - they are unlikely to have a dedicated person looking after marketing, and budgets are tight. For this reason, it is impossible to cover off all bases, so SMBs need to focus on initiatives that will deliver the biggest marketing impact.
Plantronics
JUNE 10, 2019
The Contact Center industry is undergoing a tectonic shift which was very clear earlier this year at Enterprise Connect 2019 in Orlando. The shift to cloud is upending the dominance of hitherto vendor market share and technological roadmaps. Cloud CAGR will be estimated at 25% p.a. through 2024 and already next year it is expected [ ] The post Navigating the Shift to Cloud with Poly appeared first on Poly Blog.
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
Cincom
JUNE 10, 2019
The power of digital transformation does not reside in specific software, hardware or even business mission. Data is the power, … Continue reading "Data Powers Digital Transformation and is a Corporate Asset". The post Data Powers Digital Transformation and is a Corporate Asset appeared first on Cincom Blog.
NobelBiz
JUNE 10, 2019
by Karl Walder | EVP of Innovations | June 10, 2019 On Tuesday, June 5th, the Consumer Financial Protection Bureau (CFPB) announced a proposed update that “would provide consumers with clear protractions against harassment by debt collectors and straightforward options to address or dispute debts. ” In an effort to combat illegal [ ] The post New Tips for New Legislation appeared first on NobelBiz®.
Stratifyd
JUNE 10, 2019
Estimated reading time: 4 minutes. Our Senior Director of North American Sales, Jeremy Spring, is known around the office for his dad jokes and leadership style. What sets him apart is his ability to help others uncover their talents and discover what they’re truly passionate about. Spring was born and raised in Lancaster, PA, and has lived in Charlotte for the last 13 years.
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