Call Center Weekly
MAY 1, 2019
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service failures are anticipated, and recovery is automatic.
Contact Center Pipeline
MAY 1, 2019
Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log files, call recordings, employee information, old versions of documents, account information—companies have stockpiled vast amounts of information. Gartner defines this as dark data—“the information that organizations collect, process and store during […].
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5CA
MAY 1, 2019
If customer experience is not one of your core competencies and you are finding it increasingly hard to keep up with your customers’ expectations, you might be considering outsourcing your customer service. However, before taking the plunge, it might be worth weighing the pros and cons.
ShepHyken
MAY 1, 2019
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc
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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.
Fonolo
MAY 1, 2019
News broke last week that Mitel is proposing an all-stock buy-out of Avaya. The week prior, rumors were circulating that Avaya was engaging bankers to find a buyer. This is the latest twist in a long, zig-zagging road for the company. It’s only been 16 months since they emerged from bankruptcy. There’s a tasty irony to an Avaya-Mitel merger. Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Calltools
MAY 1, 2019
The success of any business depends on effective communication and a good rapport between your customers and your staff. What does a relationship built on good rapport look like? It means that your staff and your customers have an agreement and mutual understanding. It implies that they have a sense empathy for each other that makes communication seamless and effortless.
SharpenCX
MAY 1, 2019
Turnover in contact centers is an epidemic. Some employee turnover is a natural part of the workforce life cycle. But in the contact center, turnover sits at a staggering average of 30-45 percent It’s costly for your operations and it’s. Read More. The post Top 5 Ways to Wipe Out the Turnover Plague in your Contact Center appeared first on Sharpen Contact Center Software.
Influitive
MAY 1, 2019
According to Forrester, we are in the age of the customer, in which buyers, empowered by technology and social media, possess control of their own journeys. To avoid getting left behind, companies need to embrace this shift by looking to their customers for insights on how to improve marketing, product development and customer success. An. The post Q&A With PowerDMS’ Ray Lau: Why A Customer Advocate Community Is The Cheat Code For Growing Your Business appeared first on Influitive.
pindrop
MAY 1, 2019
Voice biometrics create an impenetrable obstacle for fraudsters. Fact or fiction? The answer to this may seem obvious – fiction. However, claims like voice biometrics software being able to tell the difference between identical twins or detect a professional voice imitator persist even though both have been disproven. In May of 2017, a BBC researcher found that a large bank’s voice ID system allowed customers to attempt to access their account after deliberately failing on 20 separate occa
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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
CX Journey
MAY 1, 2019
I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.
Bright Pattern
MAY 1, 2019
Being an entrepreneur definitely has its advantages and it’s not just about setting your own hours or avoiding long commute times. Starting out as a sole business owner or a small team allows for much more flexibility and quickness when servicing your customers. There’s a real connection between your business and the clients you serve. Maybe that’s why every year there are approximately 100 million start-ups launched across the globe.
Guru
MAY 1, 2019
How Sales Leaders Can Empower Their Teams to Deliver Kickass Product Demos. Modern technologies are more powerful and user-friendly than ever before, yet many sales professionals still struggle to lead effective product demos. Why is that? Rob Falcone, Guru’s Director of Sales Engineering, wrote the book on executing better demos – literally. His book Just F*ing Demo!
Kristina Evey
MAY 1, 2019
Shownotes… Are You Considering Hiring a Chief Customer Officer or Director of Customer Experience? Ask your leadership team if it … Read More Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience. The post Episode 49 – The Impact of a Chief Customer Officer or Director of Customer Experience appeared first on Kristina Evey.
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.
ClientSuccess
MAY 1, 2019
Understanding the Meaning Behind Risk. When customers express frustrations or even start to think about ending a relationship, our first reaction as a CSM might be to assume the worst. However, embracing your most vocal customers is actually one of the best case scenarios we could hope for. Find the Good of the Frustration. While some customers may take their frustrations around a pending renewal and use it as an opportunity to excuse themselves from contractual obligations, we should be gratefu
CSM Magazine
MAY 1, 2019
There comes a time when you might face a sudden surge in customer support volume, and you have no idea where it just came from. While many calls can be justified, some seem to be unnecessary. At the same time, you have to keep a friendly and supportive tone while repeating the same information over and over again. Wouldn’t it be so much better if you were to find a way to cut all unnecessary time and effort consuming calls?
bold360 Blog
MAY 1, 2019
I was recently watching an episode of Last Week Tonight and to my surprise, John Oliver took on the subject of automation and its impact on the workforce. Will machines replace jobs? Not really, they’ll replace “tasks” John Oliver points out. They will likely change jobs, but not take them away. . So what does this have to do with CX? AI and automation are often used interchangeably , and both have been labeled a death knell for jobs in customer service.
Salmat
MAY 1, 2019
Are you getting the most out of your marketing budget? Almost a third of customers are looking in their letterbox for your message, and there’s a real opportunity to maximise its ROI by amplifying reach through digital channels.
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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.
ShepHyken
MAY 1, 2019
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.
CX Journey
MAY 1, 2019
I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.
Brad Cleveland Blog
MAY 1, 2019
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience … Continue reading → The post Handling Tough Customer Contacts appeared first on Brad Cleveland.
NICE inContact
MAY 1, 2019
With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million custom
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
MAY 1, 2019
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get resolution. Or maybe their anger is misplaced.
ChurnZero
MAY 1, 2019
ChurnZero Named SIIA Business Technology Product CODiE Award Finalist for 2019 Best Customer Success Management Solution. . ChurnZero earns prestigious industry recognition. . . We are proud to announced that ChurnZero was named a 2019 SIIA CODiE Awards finalist in the Best Customer Success Management Solution category. Finalists represent the best products, technologies, and services in software, information and business technology.
Brad Cleveland Blog
MAY 1, 2019
If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get resolution. Or maybe their anger is misplaced.
Whitepages Pro
MAY 1, 2019
Less than a year ago we launched Pro Insight – the top global manual review solution on the market. Since then, our customer base has grown 78 percent (yes, its true!) and we now have over 14 thousand Pro Insight review agents in 35 countries across 5 continents. And we continue to innovate Pro Insight to deliver our customers a tool to streamline the manual review process and fight fraud.
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
Talkdesk
MAY 1, 2019
“Talkdesk’s modern, API-enabled platform seamlessly integrates with our existing systems and offers easy flexibility to leverage new functionality, as it becomes available, and deliver better customer experiences to our clients.” – Tom Darling, Group Systems Manager, David Phillips. Did you know that a home professionally staged typically will result in selling your home 62% faster and up to 20% more in sales price ?
inmoment
MAY 1, 2019
Customer experience (CX) intelligence is a necessity for brands competing for customer attention and loyalty. After all, how can you make sure your efforts to exceed customer expectations are successful if you can’t listen to or understand them? This is why CX professionals rely on in-depth data to gain a more detailed, real-time look at their customers and their needs.
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