Contact Center Pipeline

MARCH 16, 2017

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I […].

Customer retention 172

Customer retention Customer Experience Customer Service 172

AskNicely

MARCH 16, 2017

Because happy customers really are your best marketing tool. Gathering customer feedback in real-time enables a business to be faster and more agile in the way they grow and adapt. Unfortunately for many businesses, the very technology that makes the collection of customer feedback possible is also what makes it hard to act in real time. Customer feedback often ends up being collected sporadically and once you’ve got it, it’s often too late to react.

Surveys 60

Surveys CRM Feedback Accountability 60

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think these are just new phrases for the same old stuff that has been around forever. It is all a reminder that we are in business for one reason – to service and sell the customer.

Customer Service 59

Customer Service Customer centricity Airlines Personalization 59

Rudy Vidal Consulting

MARCH 16, 2017

Are Extreme Customer Service (XCS) and sustainable increases in sales mutually exclusive? I have had this discussion too many times to count. But, it doesn’t get any easier. I believe XCS and increased sales are very compatible. Sales is a long term enterprise, even if your boss is whipping you for quota this month. Konusuke Matsushita, the founder of Panasonic said it best, (not verbatim )”we as industrialists have a responsibility to add value to society and to improve the quality

Sales 61

Sales Customer Service Enterprise Personalization 61

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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.

PeopleMetrics

MARCH 16, 2017

Having a remote customer service team for your company brings its own unique benefits and challenges. Your company can provide customer service using the power of the web, without employees coming into the office, so it saves on the costs of space and equipment. But to successfully manage a remote customer service team, you need to figure out how you can set up shifts for optimal coverage over the entire day, how to maximize everyone’s productivity and how to avoid having issues slip through the

Customer Service 54

Customer Service Accountability Management Employee engagement 54

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? No problem! As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. After reading that last post, did you feel like it was all gloom and doom?

Customer centricity 45

Customer centricity Education Customer Experience Technology 45

ForeSee

MARCH 16, 2017

Media companies are struggling with decreasing ad revenues and slow or declining paid subscriptions — the lifeblood of their businesses. They’ve been focused on the wrong metrics, like page views, The post How CX can help media companies boost audience engagement & ad revenue appeared first on ForeSee.

Metrics 40

Metrics 40

Talkdesk

MARCH 16, 2017

Today’s retail customers have so many opportunities to purchase and interact with products. They can visit brick-and-mortar locations, shop at the company website, purchase through third-party subscription box services, try, buy, rent, the list goes on. Every customer buys things their own way, but they’re all looking for the same thing: a shopping experience that feels personalized to them.

Call Center 40

Call Center CRM Personalization Contact Center 40

Brad Cleveland Blog

MARCH 16, 2017

The post Improving the Accuracy of Schedules appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Contact Center Call Center Management 26

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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

Surveys

Kayako

MARCH 16, 2017

Question: When is a self-service writer a diplomat? Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. Documentation is more than providing information, it’s goal orientated. To ensure minimal reading and effort for your customers can be a lot of work and pressure for a technical writer!

Best practices 38

Best practices Self service Customer Support Government 38

Brad Cleveland Blog

MARCH 16, 2017

Multi-channel support 21

Multi-channel support Contact Center Call Center Management 21

Brad Cleveland Blog

MARCH 16, 2017

Multi-channel support 20

Multi-channel support Contact Center Call Center Management 20