Contact Center Pipeline
JANUARY 23, 2020
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse. And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […].
Beyond Philosophy
JANUARY 23, 2020
Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.
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Totango
JANUARY 23, 2020
You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. .
Convoso
JANUARY 23, 2020
We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry. And, we appreciated the chance to share our own experience and perspectives on a panel discussion, “The Three Efficiencies That Drive Call Center Performance. and How to Improve Them,” moderated by LeadsCouncil Exec
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ProProfs Blog
JANUARY 23, 2020
If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. . But, there is more to it than just “profits” and many companies fail to see the effort they need to put in to get good customer value. Companies need to give their all when it comes to customer acquisition and retention to make sure the company maximizes customer value. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
FiveStars
JANUARY 23, 2020
We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back. We recognized the importance of local businesses within their communities, […].
VirtualPBX
JANUARY 23, 2020
It’s possible that, as your small business support services have grown, your platforms have remained limited to online chat. You need to add a business phone line to prop up that online presence. Although online chat services can get your support off the ground, they work best when paired with other forms of communication. If you combine online chat with a phone service like our new Per Minute Plans , however, you can create a full-featured package for customers to reach your business in any way
Spearline
JANUARY 23, 2020
One of the most difficult environments to work in, contact centers can be more than challenging for managers and agents. Between trying to maintain positive support to frustrated customers, budget cuts, technical issues and more, it can sometimes be testing. However, identifying these issues now is actually a good thing. Spotting the problem at the start of the New Year can be extremely beneficial, especially if you want to start fresh for the year ahead.
Toister Performance Solutions
JANUARY 23, 2020
Imagine contacting customer service and getting connected with the CEO. That's a real possibility if you reach out to customer service software provider, Help Scout. CEO Nick Francis is one of many employees outside the customer support department who regularly answer customer emails and chats. It's a program called whole company support, and it promotes an incredible level of customer intimacy.
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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
Guru
JANUARY 23, 2020
The modern inbox is the center of work, containing everything from one-off questions to meeting invitations to team-wide announcements. Being that central hub, however, it’s also become one of the most congested repositories we deal with each day — a congested, yet valuable treasure trove of your company’s knowledge. Contained inside your emails could be everything from the answer to a complicated product question to direct deposit sign-up instructions to a marketing launch announcement — critic
Interactions
JANUARY 23, 2020
This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses. A common example of where Conversational AI is used is in personal virtual assistants such as Apple Siri, Amazon Alexa, and Google Assistant.
Nuance
JANUARY 23, 2020
I’ll admit, I’m a big fan of HGTV’s “Love It or List It.” It’s got something for everyone: drama, architecture, design, interpersonal conflict, suspense… what’s not to love?! But more than that, it explores the various considerations at play when people make important decisions. If you’re unfamiliar with the show, the premise is that two […] The post 3 Things Companies Can Learn from “Love It or List It” to Create a Better Employee Experience appeared first on What’s next.
Mindtouch
JANUARY 23, 2020
What a close to the decade! Is it fair to say that the 2010s were the decade of the customer? We certainly think so. Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers. To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product.
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.
Aspect
JANUARY 23, 2020
A few weeks ago , I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t t hese charges included a $1.00 charge at a gas station more than 100 miles from where I was. I replied t o that text message that I had indeed not made the purchases in question.
Ann Michaels and Associates
JANUARY 23, 2020
Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification. Financial Diversification is explained this way. In finance, diversification is the process of allocating capital in a way that reduces the exposure to any one particular asset or risk.
LiveChat
JANUARY 23, 2020
Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items? I think about the brands behind them. It doesn’t matter if you sell a physical product, service, or software.
ClientSuccess
JANUARY 23, 2020
Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.
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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.
LiveVox
JANUARY 23, 2020
To Sell is To serve and To Serve is to Sell How we interact with businesses have changed. In a digital-first buy cycle, contact centers have become a critical determinant of customer experience and value creation. Consumer interactions have become a prime stage to upsell and make product promotions. In fact, for many organizations, their. The post To Sell is To serve and To Serve is to Sell appeared first on Livevox.
ClientSuccess
JANUARY 23, 2020
Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.
Nuance
JANUARY 23, 2020
I’ll admit, I’m a big fan of HGTV’s “Love It or List It.” It’s got something for everyone: drama, architecture, design, interpersonal conflict, suspense… what’s not to love?! But more than that, it explores the various considerations at play when people make important decisions. If you’re unfamiliar with the show, the premise is that two [.] The post 3 Things Companies Can Learn from “Love It or List It” to Create a Better Employee Experience appeared first on What’s next.
ClientSuccess
JANUARY 23, 2020
. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . This wishful thinking approach isn’t what LinkedIn used to create their 2020 Emerging Jobs Report.
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!
ChaseData
JANUARY 23, 2020
Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money. However, too many businesses neglect to automate the many small tasks that software could be handling for them - including workforce management.
Working Solutions
JANUARY 23, 2020
In an era of instant communications that span a dizzying variety of consumer technologies—from Instagram and live chat to email and good, old-fashioned voicemail—it’s become a major challenge to maintain proactive and effective service that can engage every customer and prospect at every place they congregate. As we explored in a recent post about disruptive […].
Brad Cleveland Blog
JANUARY 23, 2020
Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible.
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
LiveChat
JANUARY 23, 2020
Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items? I think about the brands behind them. It doesn’t matter if you sell a physical product, service, or software.
Brad Cleveland Blog
JANUARY 23, 2020
Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards … Continue reading → The post Quality Standards: As many as you need, but as few as possible appeared first on Brad Cleveland.
SharpenCX
JANUARY 23, 2020
Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work. Contact center managers struggle to coach for better performance. Managers swim in a sea of data and metrics, but they fight to weed through what’s valuable to move their KPIs.
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