ChaseData
APRIL 11, 2019
Most agents don’t start out as superstars, though they can turn into them over time. With training and guidance, though, that can happen much sooner. To effectively coach your agents, here are a few tips and practices to try out.
Rant And Rave
APRIL 11, 2019
After a long winter, there’s nothing like a good clear out to bring some sparkle back into your life. The concept of spring cleaning dates back hundreds of years; households historically needed to clear out the grime from a winter’s worth of indoor fires. Fortunately, the advent of central heating has made staying warm a little less messy, which could be why the tradition has been on the wane.
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Fonolo
APRIL 11, 2019
It’s imperative in a time of high competition and demand that your contact center is in optimal condition. Much like ensuring that our young are safe from harm’s way, yet still have the freedom to explore and grow, contact center leadership must ensure that their departments are safe-guarded while still maintaining the capability to grow internally and externally both in service and in excellence.
Bright Pattern
APRIL 11, 2019
Spending on AI has increased significantly in the last few years. In fact, 60% of C-level executives say they plan to increase AI spending by 50% over last year. A common use for AI is deploying bots among emerging channels like chat, in-app, Facebook Messenger, and other social messengers. A recent survey by Spiceworks revealed that 40% of large businesses will implement bots in 2019.
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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.
Contact Center Pipeline
APRIL 11, 2019
Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to the top of the priority list, and along with it, the contact center. Top organizations are integrating new tools and […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
APRIL 11, 2019
An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The lesson is that our early warning systems are only as valuable as the responses they trigger. This is certainly true of the customer success health scores used to monitor the status of customers.
ProProfs Blog
APRIL 11, 2019
Do your customers appreciate you when it takes a lot of time to resolve their queries? Of course, not. As a business, you need to ensure minimal or no downtime. When you employ a support ticketing software, there are a few chances of your customer complaints going on hold. Your operators can send timely responses to customers and also work to improve the core business areas.
CustomerSuccessBox
APRIL 11, 2019
A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools. So this got me thinking about what should be the Customer Success Tech Maturity Model.
Toister Performance Solutions
APRIL 11, 2019
There's a scene in the movie, Office Space , that gets me every time. Bill Lumbergh, the clueless executive, announces a new culture initiative in an all-hands meeting. "So you should ask yourself, with every decision you make, is this good for the company?" A banner hangs overhead that reads "Is this good for the company?" It was the beginning, middle, and end of the initiative.
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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
SharpenCX
APRIL 11, 2019
Today’s workforce craves engagement and empowerment in the office. And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head. Read More. The post Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before appeared first on Sharpen Contact Center Software.
NICE inContact
APRIL 11, 2019
Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited.
Smooch
APRIL 11, 2019
In a landmark blog post last month, Mark Zuckerberg outlined a new, “privacy-focused” vision for Facebook. The announcement signaled a fundamental shift in strategy for the embattled company in the midst of growing public mistrust and plummeting usage of its core social network. It was also a shot across the bow of Facebook’s Big Tech rivals in the ongoing battle over the future of business messaging.
Guru
APRIL 11, 2019
I wouldn’t advocate taking many lessons from the notoriously toxic characters of Mad Men , but there is one exception: pitching. Don Draper was a man who knew how to give a sales pitch; and while he and his clients were but fictional characters, there are five main practices that real-world sales reps can borrow from the show to hone their own pitching habits.
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.
NICE inContact
APRIL 11, 2019
PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, this was referred to as customer premises equipment, or CPE (there are A LOT of acronyms in telephony).
MicroAutomation
APRIL 11, 2019
There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way. Spring time is a fresh new season with flowers blooming, birds singing and lots of outdoor activities.
GetFeedback
APRIL 11, 2019
While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The.
MicroAutomation
APRIL 11, 2019
There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way. Spring time is a fresh new season with flowers blooming, birds singing and lots of outdoor activities. Just as the arrival of Spring […].
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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.
ppt solutions
APRIL 11, 2019
TULSA, OKLAHOMA, April 11, 2019 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, recently announced the appointment of Melissa Riner as Senior Implementation Manager. A senior manager with broad information technology, customer experience, IVR and self-service design/delivery experience, The post PPT Solutions Announces Addition of Melissa Riner as Senior Implementation Manager appeared first on PPT Solutions.
MicroAutomation
APRIL 11, 2019
There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way. Spring time is a fresh new season with flowers blooming, birds singing and lots of outdoor activities. Just as the arrival of Spring […].
Merchants
APRIL 11, 2019
Helpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs. The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants.
Ameyo
APRIL 11, 2019
We all have heard plenty about the emergence and then dominance of e-commerce over the brick and mortar retail stores. This is not just fluff or random theories. We have data to support these claims. According to Statista, Retail e-commerce sales worldwide were 2290 billion US dollars and are expected to rise to 2774 billion … How to Improve Customer Service Support in the E-commerce Industry Read More » The post How to Improve Customer Service Support in the E-commerce Industry appea
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!
Playvox
APRIL 11, 2019
Monitoring and tracking performance is much easier with the right tools. Call centers and customer service departments which still depend on cluttered spreadsheets for managing performance are only making their work harder.
Hello Customer
APRIL 11, 2019
In the previous episodes of “Leslie Illustrates” we learned how to effectively listen to your customers. This week, Leslie explains us how to leverage this customer feedback to all of the teams in an organization to accelerate the customer experience. When we look at the diverse reasons behind NPS-scores, it shows that EVERY department needs to be informed on the customer feedback.
Nuance
APRIL 11, 2019
Squirrel! Last weekend I got invited to check out a new restaurant in one of the hipster neighborhoods in Seattle. Given that I don’t live in the hipster scene, I typed in the address on my map app and hit the road. What came next was an overly complicated journey with difficult-to-navigate streets, hard-to-cross, busy […] The post Designing effortless customer journeys appeared first on What’s next.
Language I/O
APRIL 11, 2019
Geri Stengel, author of “Forget the Glass Ceiling: Building Your Business Without One,” chats with multilingual customer support company, Language I/O, about women in tech.
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
5CA
APRIL 11, 2019
The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it?
GetFeedback
APRIL 11, 2019
While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization. Customer segmentation is the solution you need. Defining customer segments.
Help Scout
APRIL 11, 2019
In February I took a month off from work — completely off grid. I asked my teammates to remove my access to Slack and I stopped checking my email. I was totally absent from work for the month. It’s been eight years since I co-founded Help Scout, and prior to February, I could count the number of days I spent “off grid” on one hand. Sure, I take vacations.
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