Fri.Jun 16, 2017

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Guest Blog: Voice – Still The Most Important Customer Service Channel

ShepHyken

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. – Shep Hyken. We live in a digital world. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Self-service, web chat and chat bots gain in popularity.

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Time to Talk Seriously about Speech Analytics in the Contact Center

Aspect

Get ready for the next big thing in contact center workforce optimization: Speech Analytics. Even though speech analytics was introduced to the contact center industry back in 2003, Aberdeen Group reports that only about 15% of contact centers currently use speech analytics. In its research, Aberdeen found that speech analytics users enjoy about 6 times better year-over-year profit margin improvement and about 3 times better year-over-year customer effort score improvement than non-users of sp

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How To Create “Moments That Matter” With Your Customers

Influitive

I walked into an all-day meeting back in February, and on one of the tables I saw a piece of notebook paper with my name and a heart written on it. To the side of the paper was a Starbucks tea (I abhor coffee) and a bottle of water.

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In Customer Service, You Must Choose Between Speed and Wow. Or Do You?

Customer Service Life

Photo Credit: l_yudai via CC License. This article was originally published on CustomerThink as my monthly advisor column on May 11, 2017. Click here to read the original article. . Our client’s customer satisfaction (CSAT) scores were below goal and there was pressure to turn them around. I spoke with members of that team and they cited policies and various product failures as the probable drivers for lower CSAT.

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Reimagine Your Communications With A Unified Platform

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.

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Twilio and Customer Communications: Some Assembly Required

Topdown

In The Future of CCM: Communications-As-A-Service , Forrester VP and Principal Analyst Craig Le Clair ( @CSLeClair ) briefly mentions Twilio as an emerging communications solution that provides APIs to support in-app chat, notifications, SMS/text messaging, picture, voice, and video messaging and user authentication.

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Can you reduce AHT without damaging customer satisfaction?

Uniphore

It is well known that metrics have an important role in the success of any call center. Perhaps none more so, regardless of the communication channel, than the Average Handle Time (AHT), which is essentially a management tool to assess how quickly employees are assisting customers. Read More.

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The Market for Speech Analytics Will Grow 30% in India

Verint

I recently spoke with Dataquest India about the growth rate for speech analytics there—I would estimate it’s at least 30% if not higher. In my view, it is becoming standard table stakes not just for the BPO market—which in many cases is being demanded by U.S. and other clients to provide speech analytics insights—but also local players such as the large banks and telecoms.

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Building a Culture of Engaged Employees

Brad Cleveland Blog

The post Building a Culture of Engaged Employees appeared first on Brad Cleveland.

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Are Your Employees Ready for a Chat: How to Excel at Mobile Chat Before the Holiday Season Hits

Sykes

The holidays will soon be here, and companies all around the world will need to do more than just prepare with decorations and increase their inventories. Plan to take things a step further by coaching your employees on how to chat with customers, either in-person or over the phone. If you don’t show your staff how to handle mobile chat the right way, the customer experience you offer is going to suffer — something you cannot afford during such a competitive season.

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The 2023 Verint Experience Index: Retail

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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Building a Culture of Engaged Employees

Brad Cleveland Blog

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Advanced Search Engine Optimization Tips from Brian Dean, the Wizard

LiveChat

While an SEO is a kind of Internet Bermuda Triangle (no navigation working, no logic seems to apply, people get mysteriously lost), I believe that there is a way for us, captains, to control our course through its waters. Today, I’d like to present you a couple of tips from Brian Dean , the master of SEO himself! As you remember, I already wrote about SEO in “ SEO for Dummies ” post (I encourage you to check it if you’re not sure what kind of animal a long tail keyword is).

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Building a Culture of Engaged Employees

Brad Cleveland Blog