Totango
JANUARY 28, 2020
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.
CSM Magazine
JANUARY 28, 2020
Any type of large enterprise or organization knows the inherent value a virtual call center brings to their business. These centers work a myriad of magic on an hourly basis — everything from handling your customers’ urgent needs to offering direct interaction for a caller with a more complex query that might not be easily solved with an automated solution.
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ShepHyken
JANUARY 28, 2020
Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. Top Takeaways: You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.
Contact Center Pipeline
JANUARY 28, 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].
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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
TechSee
JANUARY 28, 2020
Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
JANUARY 28, 2020
Vinyl records, fanny packs, and the phone are all making a comeback. When I started working in the catalog industry nearly 25 years ago, people would call and ask to be sent a catalog. It was a simple call that was easy for a customer service rep to handle quickly. Today, that catalog is online and nobody needs to call for it. The order gets placed online as well, eliminating the need for phone order takers.
Nicereply
JANUARY 28, 2020
Well-written job description goes a long way toward positioning your organization as a great place to work and toward drawing in high caliber applicants. Many customer service leaders don’t enjoy writing job descriptions. And who can blame them? Creating job descriptions can be time-consuming, and oftentimes the end result doesn’t feel like something to be proud of.
Totango
JANUARY 28, 2020
As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave. This means that good customer retention management is necessary for maximizing financial growth, minimizing wasted resources, and optimizing the customer experience.
Customers That Stick
JANUARY 28, 2020
It’s no secret that artificial intelligence is already starting to impact customer service. This impact is certainly to grow immensely in size in the coming years. Employees in many customer service roles are beginning to wonder whether they will lose their job to a robot, whether or not their role will be replaced. There is a great deal of fear and uncertainty out there and it is incumbent on customer experience leaders to help guide their teams and try to allay these fears as much as pos
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.
Certified Languages International
JANUARY 28, 2020
Implementing a VRI solution in a healthcare system can be hectic. You’re fielding questions from end users and trying to coordinate training schedules, all while managing expectations from key stakeholders. It’s enough, even under the best of circumstances, to spike your cortisol levels. But before you can even put your implementation strategy into action, there is a lot of careful consideration that must happen in the early stages of planning in order to avoid a headache later on.
VirtualPBX
JANUARY 28, 2020
All models of the stages of business growth eventually discuss the topic of expansion. This is exactly what it sounds like: the point where your business has established itself in a market and is primed to increase its reach. It’s a point where you might decide to add more employees, seek more revenue by finding other markets to expand into, or add another office across town.
Fonolo
JANUARY 28, 2020
Many will look at 2019 as a mixed year, one of both wins and losses, and lots of little changes – almost all of them for the better. But all those little changes add up to something bigger, and it’s easy to forget how far you can leap in a year. We did the math this month, and the results are in: We saved North American consumers from more than 53 years of hold time in 2019.
GetFeedback
JANUARY 28, 2020
In this article we are going to talk about how to use social media to attract and retain customers via 5 proven-to-work strategies.
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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.
SharpenCX
JANUARY 28, 2020
Business is all about competition. Today, the big player in that competition is customer experience. A survey by Harris Interactive found that a quarter of U.S. adults don’t feel loyalty toward any type of brand. And, 56% of those surveyed said they’d be at least somewhat likely to switch brands based on new customer service options. That’s significant – it means people now decide to do business with you (or not) because of your customer service.
Alorica
JANUARY 28, 2020
The use of machine learning and AI in hiring remains limited despite great potential. Companies have been hesitant to embrace the technology but are increasingly seeking ways in which AI can improve their recruitment and retention in a competitive job market. A recent HR.com survey identified locating, acquiring and keeping candidates as major challenges in the hiring and retention process.
Aspect
JANUARY 28, 2020
A strong educational pillar is key to operating a successful business. In fact, studies show training can increase retention of existing employees by as much as 70%. Training can help keep your employees in the know with new technology and best practices, ultimately improving customer satisfaction. Aspect offers a full range of online, classroom and computer-based courses.
NICE inContact
JANUARY 28, 2020
One of the most important and fundamental pieces of a voice of the customer program is implementing a solution for your customers to provide unbiased feedback through surveys. But, if you want to get a complete view on how to improve your customer experience, you need to combine direct and indirect customer feedback to see the full picture.
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.
ChurnZero
JANUARY 28, 2020
If You Don’t Ask, the Answer is Always No. Author: Emily Nesterick. Too often you plateau before you ever peak due to the fear of hearing ‘no.’. This fear cripples your personal and professional potential. It holds you back from achieving your goals. It harbors you in the safe space of passive inaction. . And worst of all, it gives you an excuse for complacency.
Strikedeck
JANUARY 28, 2020
Vincent Manlapaz, in an interview, Bharath Yadla, Vice President at Workato talks about the importance of delivering differentiated customer experiences and understanding each customer interaction.
Jon Arnold
JANUARY 28, 2020
Well, the multimedia stars lined up this time around, so I have two previews to share here. Enterprise Connect is about two months out - but it already feels near - and I’ll be doing another iteration of my update on speech technology in the enterprise on Day 1 - Monday, March 30, bright and early at 8 am. To get a better sense of what I’ll be talking about - and why you might want to attend - my preview post is running now on No Jitter.
ConvergeOne
JANUARY 28, 2020
It’s no secret that CEOs desire to lead their industry with the help of digital transformation. According to Gartner’s 2018 CEO Survey , 78% of CEOs believe that their companies are either industry pioneers or fast followers. In order to maintain the pioneer title, CEOs are looking to their CIOs and IT departments to continually drive transformation efforts that bring immediate value to the business.
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.
Talkdesk
JANUARY 28, 2020
Data Privacy Day 2020. Talkdesk joins StaySafeOnline to commemorate Data Privacy Day , on January 28, under the motto: Own Your Privacy. Recognized as a Data Privacy Day 2020 Champion , Talkdesk supports this international effort to empower individuals and encourage businesses to respect privacy, safeguard data and enable trust. As a Champion, Talkdesk lives by the principles that all organizations share the responsibility of being conscientious stewards of personal information and that security
Arbeit
JANUARY 28, 2020
The act of making a phone call isn’t enough to reach someone in 2020 - there needs to be a strong strategy behind it. People have become numb to the influx of spam and telemarketer calls they’ve received in recent years, causing connection rates to plummet. It’s more likely than ever before that the person you’re trying to reach will let your call go to voicemail without a second thought.
inmoment
JANUARY 28, 2020
Not many of us can resist the enticing and familiar waft of a fresh batch of Auntie Anne’s pretzels. But no matter how phenomenal a product is, there’s always room for a business to take its customer experience (CX) to the next level—and that’s why InMoment stepped into Auntie Anne’s kitchen to cook up a new CX strategy. . Keep reading to learn how the partnership between InMoment and Auntie Anne’s drove some pretty sweet results for the business. .
Xaqt
JANUARY 28, 2020
Cognitive IVR , Conversational AI-IVR, Conversational AI Automation, Cognitive Engagement and Natural Language IVR seem to be all the rage lately. And for good reason, there are many benefits to these technologies, yet most of them are still prone to challenges and the different terminology can be confusing. For most purposes, we consider them all basically the same in concept, and we built Cognitive Voice Automation Suite (CVA) to use natural language to engage a customer in an interactive and
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
kommunicate
JANUARY 28, 2020
React JS is a popular web framework for creating user interfaces. The Facebook-owned framework is becoming hugely popular among developers. The reason being – Great documentation, developer friendliness and it is faster than most of the similar frameworks such as Angular. In this post, we will be going through step by step procedure of integrating [.].
Up Your Service
JANUARY 28, 2020
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements in customer experience.
CSM Magazine
JANUARY 28, 2020
As businesses begin to transfer most of their daily activities onto online networks, the risk of security breaches is skyrocketing. Most company networks have access to a sturdy security system that helps protect from external attacks and infiltration. However, most security systems are helpless against an attack conducted from within the company. Many information leaks that occur to major companies are done from within.
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