Guru
FEBRUARY 14, 2020
Whether you’re planning a romantic weekend getaway, celebrating Galentine’s with the ladies, or protesting the holiday altogether, February 14th is here and love is in the air. One thing’s for sure, it’s the time to show the people in your life how much you care about them! If you’re in a support role — you know that goes for your customers as well.
Nicereply
FEBRUARY 14, 2020
If we don’t provide our customer reference points by setting customer expectations, customers will search out their own reference points. Ever wish you could get inside the head of your customer? Turns out, you can. Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service.
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Beyond Philosophy
FEBRUARY 14, 2020
Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.
Nexmo
FEBRUARY 14, 2020
Use cases for voice transcription are becoming more and more prevalent—from IoT devices, which often only have an audio interface, to voice messaging services, which are expected to provide realtime text previews of message contents, speech-to-text capabilities are becoming essential for a wide variety of applications. In this tutorial, we’ll use a Nexmo Voice number to create a callback script that interacts with a caller to prompt for a voice message.
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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.
Customers That Stick
FEBRUARY 14, 2020
One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Pipkins
FEBRUARY 14, 2020
In Romeo and Juliet, William Shakespeare wrote that “A rose by any other name would smell as sweet.” No one disputes such wisdom – but how do you know you picked a rose and not stickweed before purchase? . 1) Search the Internet and identify as many workforce management companies that produce the particular product needed. 2) Write down a list of questions to help you narrow down the correct product for your company.
Jive
FEBRUARY 14, 2020
To celebrate Valentine’s Day, TrustRadius analyzed a total of 22,897,433 words written about 5,000 different products across 540 categories to identify which products are the most adored by reviewers. To do this, they evaluated all mentions of “love” in all its (grammatical) forms to compile the TrustRadius Love Report. . We are pleased to announce that Jive Hosted VoIP — within the GoTo suite of products — has been named a winner of TrustRadius ’ Most Loved Awards for having o
Pipkins
FEBRUARY 14, 2020
In Romeo and Juliet, William Shakespeare wrote that “A rose by any other name would smell as sweet.” No one disputes such wisdom – but how do you know you picked a rose and not stickweed before purchasing a Workforce scheduling software? . 1) Search the Internet and identify as many workforce management companies that produce the particular scheduling software product needed. 2) Write down a list of questions to help you narrow down the correct product for your company.
Jon Arnold
FEBRUARY 14, 2020
Just trying to post content as quickly as I can, as my two week/four event travel run comes to an end. This week, I’m chairing TMCnet’s Future of Work Expo in Ft. Lauderdale, and yesterday I posted some photos from Day 1. Things wrap up at noon today, and before heading to the venue for my sessions, here are some photos from yesterday. Over the next few days, I’ll get a writeup posted, along with writeups from last week’s events at Avaya and Cisco.
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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
CSM Magazine
FEBRUARY 14, 2020
A recent study by Olive Communications found that 60% of consumers place a higher degree of importance on customer experience than anything else when purchasing goods. Despite this, according to Nick Beardsley, Enterprise Director at Olive Communications , most organisations today still have no successful digital strategy in place, confusing multi-channel with omni-channel, or those that are embracing AI are merely scratching the surface of its potential to transform customer service.
Advantage Communications
FEBRUARY 14, 2020
Customer service is now what distinguishes your brand, but that means simply answering your customers questions when asked is no longer enough. Your brand needs to go above and beyond, creating a proactive approach that delights your customers and significantly improves the customer experience (CX). 2020 simply must be the year in which your company transforms its approach to customer service.
ChurnZero
FEBRUARY 14, 2020
6 Ways to Spread the Customer Love. Did you know the iconic Sweethearts candies started out as lozenges? This may not sound like a far stretch for a candy that’s notoriously likened to Tums. (Nothing says “Kiss Me” like the taste of a chewable antacid, am I right?) Undergoing a bankruptcy-induced hiatus last Valentine’s Day (which strikingly, and rather strangely, garnered public outrage and media coverage), the conversational hearts turned controversial after arriving back in stores this year n
Jon Arnold
FEBRUARY 14, 2020
Am keeping pretty busy lately on the conference circuit, and in a few weeks I’ll be making my second visit to the Channel Partners Conference in Las Vegas. I’ll only be there two days, and on the Wednesday - March 11 - I’ll be moderating a session on how channels can embrace CPaaS to help grow their business. Joining me will be executives from Fonative, Phone.com and SkySwitch , and full details about the session are here.
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.
NobelBiz
FEBRUARY 14, 2020
STIR SHAKEN is a series of protocols and procedures that help carriers validate the authenticity and legitimacy of a call. We've talked with our team and compiled an article addressing the most common and valid concerns our customers have about SHAKEN STIR. The post What Is STIR SHAKEN and Should You Be Worried? | The Stupid-Simple Guide appeared first on NobelBiz®.
CSM Magazine
FEBRUARY 14, 2020
Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. With numerous studies showing that 2020 will see customer experience overtake price and product as the key brand differentiator for companies, it’s no wonder we’re seeing increased impetus and investment in this area.
Talkdesk
FEBRUARY 14, 2020
ClickPay ’s mission is to redefine receivables and create technology solutions that optimize transactions and interactions between residents and their property managers. ClickPay believes in combining leading-edge technologies with hands-on services to create complete, customized solutions that drive efficiencies, enhance resident satisfaction, and give real estate businesses a strong and secure platform for growth.
Nuance
FEBRUARY 14, 2020
In early May 2000, I was presenting my company’s products at a smart card conference in Miami Beach. The gentleman in the booth next to me was in the middle of a demonstration of his company’s email security product. Live on the big screen, in front of attendees, his computer was hit by the “ILOVEYOU” [.] The post Hey Mom, I Just Called to Say ILOVEYOU appeared first on What’s next.
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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.
ChaseData
FEBRUARY 14, 2020
Data is bigger than it has ever been. In your contact center, that data can include all manner of sensitive and critically important consumer information - as well as a lot of useless data that you cannot use. Sorting the two apart and making use of what you need while also protecting consumer privacy is a delicate balancing act that can easily overwhelm centers that are not prepared for the task.
Nuance
FEBRUARY 14, 2020
In early May 2000, I was presenting my company’s products at a smart card conference in Miami Beach. The gentleman in the booth next to me was in the middle of a demonstration of his company’s email security product. Live on the big screen, in front of attendees, his computer was hit by the “ILOVEYOU” […] The post Hey Mom, I Just Called to Say ILOVEYOU appeared first on What’s next.
inSided
FEBRUARY 14, 2020
Customer Success is a promise of progress. Progress defined by advancing business goals, or achieving customer results. A proactive need to increase value, and create long lasting customer relationships. It's no easy feat, but it's worth the effort in the end. How do you go about achieving this progress, or rather Customer Success? With this question in mind we set out to interview 30+ VPs and Heads of Customer Success.
ConvergeOne
FEBRUARY 14, 2020
Microsoft has announced that a March 2020 security update for Windows Server will disable unsigned LDAP connectivity in Active Directory DS and LDS. There has been an identified, critical exploit of LDAP where an elevated permissions exploit can be performed via unsigned LDAP.
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!
Brad Cleveland Blog
FEBRUARY 14, 2020
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use.
ProProfs Blog
FEBRUARY 14, 2020
Wouldn’t it be great if all your favorite brands could be at your beck and call? Wouldn’t you love to get your woes sorted and queries answered in real-time? Thanks to the wonder that Digital Marketing is, all of this is now possible. Brands are taking an increasing interest and making efforts to enhance the customer experience. They are trying to “be there” for their customers, help them throughout their shopping experience, and even respond to their queries, requests, a
Brad Cleveland Blog
FEBRUARY 14, 2020
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland.
LiveChat
FEBRUARY 14, 2020
This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served translates to the business world. Because what love is more important than the love your customers feel for your product?
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
Brad Cleveland Blog
FEBRUARY 14, 2020
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use.
Hodusoft
FEBRUARY 14, 2020
Call centers today have access to dozens of call center solutions. You have some of the best names like Avaya and Genesys at the top but then there are other providers like Hodusoft that match the top brands feature to feature at a substantially lower price. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best.
LiveChat
FEBRUARY 14, 2020
This is the non-cheesy Valentine’s Day article you’ve been looking for. This is the V-day special you won’t be ashamed to read at work, but which made me cover my screen during research. All that for a good cause though, as today we will see how all the love advice we are served translates to the business world. Because what love is more important than the love your customers feel for your product?
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