Contact Center Pipeline

MARCH 30, 2017

March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to catch up on your reading. Many of our Pipeline readers did just that over the past few weeks. Scheduling was a hot topic this month, as was culture, how to handle […].

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PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi

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Feedback Metrics Surveys Customer effort 105

Customers That Stick

MARCH 30, 2017

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Customer Service 87

Customer Service 87

Vonage

MARCH 30, 2017

The case for giving employees autonomy in how to carry out their work has been backed up by psychological and management research for more than half a century. It may surprise you just how strong the case is—until you look in the mirror and think about what you would require to do great work face to face with customers every day. First off, people need a reason to wake up in the morning—and ‘‘they pay me’’ is hardly the ideal alarm clock.

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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.

AskNicely

MARCH 30, 2017

Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to figure out why customers are unhappy and therefore likely to leave?

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Surveys Customer retention Feedback Benchmark 60

aircall

MARCH 30, 2017

A help desk is necessary to any company wishing to streamline their customer support processes. As a tool, it addresses all support and assistance needs and helps your support team handle customer requests.However, taking down every customer’s information in the midst of a call can be a hassle. That’s why Aircall integrates with help desk solutions – like as a Desk.com CTI – to simplify the lives of your support agents.

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call center software Call Center Customer Support Analytics 48

Connecting the Dots

MARCH 30, 2017

CCMC ~. Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy. Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have shown that, while this is still true, businesses have not fully reaped the payoff possible from effective complaint handling, and they also now risk more than they may gain from failure to satisfy their customers.

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DMG Consulting

MARCH 30, 2017

Your Customers Deserve a Better IVR (whitepaper). 2/12/2017. By Donna Fluss. Introduction. DMG research has shown that both Baby Boomers and Millennials prefer to use self-service solutions to solve an issue, but will interact with a live person when the automated tools are not successful. This indicates the great potential for self-service solutions – companies can impove their customer experience (CX) by enhancing their IVR.

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Interactive Voice Response Self service Consulting Consulting 48

Clarabridge

MARCH 30, 2017

Do you need to revisit your survey strategy? Maybe your response rates have dropped, or you’re unable to take meaningful action based on the results. Are you able to connect your customer experience survey program to key business goals, like increased revenue and decreased churn? Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today.

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Surveys Customer Experience Feedback Technical Support 45

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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

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Influitive

MARCH 30, 2017

Community is no longer a tactic, it’s a necessity! Business has shifted from a digital revolution to community-driven business. So, what does that mean? The company used to be the sole creator of value at a point when customers were connecting socially. Now, things have changed. Community-driven business is collaborative and connected. Customers are creating.

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Best practices B2B Metrics Management 40

ForeSee

MARCH 30, 2017

Ahead of the annual ForeSee Summit next week, I sat down with VP of Engineering and Operations Kaj van de Loo to chat about what’s to to expect at Summit, as well as the future of CX and VOC technology. The post Ahead of Summit: A chat with ForeSee VP of Engineering on the future of CX tech appeared first on ForeSee.

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Talkdesk

MARCH 30, 2017

Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer service representatives also have a unique ability to affect a customer’s opinion of a company. Those agents are the literal voice of the company, so they need to reflect the attributes that brand wants to personify.

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Customer Service Morale Advertising Call Center 40

Verint

MARCH 30, 2017

What is an improvement in a company’s customer experience worth in dollars and cents? Customer experience (CX) professionals frequently encounter this question. In fact a recent Forrester Research survey found that 50% can’t answer it. 1.

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Surveys Customer Experience Customer centricity Customer Service 24

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.

Customer Experience