Contact Center Pipeline
JANUARY 5, 2017
During the course of the past decade, work at home for contact centers has evolved from an alternative staffing strategy to what is now a mature, proven, high returning core business model. Eighty percent (80%) of contact center organizations in the United States utilize home working today. Why? Results are compelling and consistent. Customer Contact […].
Ian Jacobs
JANUARY 5, 2017
Over the holidays, I was a guest on the Modern Customer Podcast , a wonderful podcast hosted by Forbes' blogger Blake Morgan. She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." No pressure there, then. During our episode, Blake and I discussed the ways that increased usage of self-service has begun to dramatically transform the jobs of customer service personnel and contact center agents.
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Vonage
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 Connec
Mindtouch
JANUARY 5, 2017
This article has three main sections: Watch, Assess, and Understand. Each walks through the importance of the communication that individual departments are responsible for during the customer journey. View the following video with these questions in mind: How many solutions does your company have for supporting the entire customer journey (pre-sale to renewal)?
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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.
Influitive
JANUARY 5, 2017
B2B marketers can be pretty vain. All they usually do is talk about how great their products or services are… instead of letting their customers say it for them. With that in mind, we decided to create a fun video marketing campaign to get people talking—or shall I say, “singing”—about vain marketers. Everyone knows Carly.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Eptica
JANUARY 5, 2017
Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however the
Talkdesk
JANUARY 5, 2017
New and more advanced technology is dramatically changing the way customers and companies interact. Processes that used to be laborious and manual are now becoming automated, which can be cheaper for a company and faster for the customer. However, there’s a serious risk of causing more confusion or even injecting additional friction into the customer’s experience.
Topdown
JANUARY 5, 2017
So what can we in the business of customer experience (CX) management expect in the coming year?
Comm100
JANUARY 5, 2017
Knowing when to say no to customers is a crucial part of knowing how to say no to customers. Here are some scenarios that will help you create guidelines for your business on when it is appropriate, or even to your advantage, to tell customers no. Saying No to a Refund. Having a sound refund policy helps keep employees and customers on the same page, and can provide your company protection against theft and loss.
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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
ForeSee
JANUARY 5, 2017
A version of this article was originally published on LinkedIn. The way consumers shopped during the holidays in 2016 didn’t change drastically from the previous year. In 2015, 75% of. The post Recent Walmart TV commercial shows just how far customer expectations have evolved appeared first on ForeSee.
Verint
JANUARY 5, 2017
Are your managers drowning in too much information? It’s quite likely they are. Operational areas are typically under pressure to achieve better results, but it can be challenging for managers to know where to make changes or focus their efforts. Rather than not having enough information, this uncertainty can spur some managers to overcompensate by spending excessive amounts of time designing, generating and reviewing numerous reports.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of … Continue reading → The post Cultivating Effective Communication, Part 2 appeared first on Brad Cleveland.
Kayako
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.
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.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.
Brad Cleveland Blog
JANUARY 5, 2017
This discussion of communication continues with four more principles common to successful contact centers. You can read the first part of this discussion here. Develop Formal and Informal Channels of Communication. Effective leaders cultivate both formal and informal channels of communication. But the mission and values being communicated remain consistent.
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