Callminer
FEBRUARY 1, 2017
A Definition of Interactive Voice Response Interactive voice response (IVR) is an automated telephone system that interacts with callers and gathers information about the purpose of the call to route callers to the appropriate individual or department. In response to automated queries, callers enter information using either voice or by making selections from pre-determined options […].
Contact Center Pipeline
FEBRUARY 1, 2017
In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around multichannel workforce management (WFM). Contact center leaders “get it.” They want to move beyond Excel worksheets to common reporting, forecasting and scheduling that address all media needs. But omnichannel WFM is […].
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HGS
FEBRUARY 1, 2017
Expert Perspectives: Digital Insights from HfS Research Director. Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service.
BetterXperience
FEBRUARY 1, 2017
I was that kid in grade school. I would pick on my classmates – I would even write songs and mock them till they were in tears or were so enraged they wanted to beat me up. I was fast, so I would take off running. Occasionally I would get caught and get my comeuppance. The consequences continued once my mom found out, but what stayed with me longest was my father’s disappointing look.
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HGS
FEBRUARY 1, 2017
Today’s companies are challenged to meet everyday customer service pressures while also building for the future. They must provide optimized customer service across various digital [.]. The post Expert Perspectives: Digital Insights from HfS Research Director appeared first on Team HGS Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Joe Rawlinson
FEBRUARY 1, 2017
Most companies are well aware that branding is essential for growth and success. But branding can refer to many things, and not all individuals and companies use it the same way, so understanding which aspects matter most can be confusing. And with the prevalence of social media platforms, retaining brand consistency becomes more difficult by the day.
Amity
FEBRUARY 1, 2017
A successful product adoption means successful customers, good relationships, increased chances for expansion down the road, and of course, lower risks of churn. A great start to a new relationship is the best way to make things work with your customer. That’s why Customer Success Managers spend so much time in adoption. But let’s be clear, effective product adoption does not mean teaching your customer how to use the product.
Plantronics
FEBRUARY 1, 2017
Customer preferences have driven a significant change in the role of the contact centre. A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work. So how does this affect a company’s approach to its contact centre? Let’s split this into three … Continue reading Customer Service, Evolved » The post Customer Service, Evolved appeared first on PLT Soundwave.
Uniphore
FEBRUARY 1, 2017
Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.
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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
Plantronics
FEBRUARY 1, 2017
Customer preferences have driven a significant change in the role of the contact centre. A phone call is no longer the first choice to contact an organisation, it is now an escalation when other channels do not work. So how does this affect a company’s approach to its contact centre? Let’s split this into three [ ] The post Customer Service, Evolved appeared first on Poly Blog.
Uniphore
FEBRUARY 1, 2017
Those very first few seconds when customers engage with our organization can be make-or-break of either a new relationship or the end of what may well have been a long and mutually beneficial association. (And perhaps hugely profitable to the organization.) It begs the question: Is your IVR good, bad or very ugly? Read More.
ForeSee
FEBRUARY 1, 2017
Clinical trials are essential to the development and regulatory approval of new, life-saving medicines, and thus they are essential to pharmaceutical companies’ success. Trials require recruiting a predetermined number of. The post Rx needs CX: Why pharmaceutical companies should be thinking about customer experience appeared first on ForeSee.
CSM Magazine
FEBRUARY 1, 2017
FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer service channels.
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.
Provide Support
FEBRUARY 1, 2017
Live Chat Etiquette Tips. More and more websites offer live chat support today so that their customers can get immediate and thoughtful service whenever they need. However, sometimes like many other tools live chat is being misused and customers instead of receiving smooth and pleasant customer experience leave the chat room angry or disappointed. Why does this happen?
Verint
FEBRUARY 1, 2017
Here at Verint, Customer Experience remains at the forefront of how we operate. We have a thoughtful, dedicated CX initiative with broad cross-functional support and fantastic customer advocacy. A big part of this success is having a dedicated operational leader for CX.
Brad Cleveland Blog
FEBRUARY 1, 2017
The post Encouraging Customers to Use Self-Service appeared first on Brad Cleveland.
Verint
FEBRUARY 1, 2017
Today’s customer is smart, engaged, connected and informed. To keep pace with this new breed of customer, organizations must also become smarter and more connected. Your employees are the gateway to your customers. The best way to help ensure your customers are satisfied and loyal is to empower your employees with the tools and tactics to provide superior service.
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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
FEBRUARY 1, 2017
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. This situation involved thousands of people who were inconvenienced. I would describe a two plus hour delayed flight as a Moment of Misery™.
Eptica
FEBRUARY 1, 2017
Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Author: Guest author: Régine Vanheems 3 questions to Régine Vanheems, co-founder of the Observatoire du Cross-Canal et du Commerce Connected. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations.
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!
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