ShepHyken

JUNE 20, 2017

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? Shep Hyken interviews John Hall, author and CEO/co-founder of Influence & Co., a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing.

Marketing 179

Marketing Management Customer Service 179

Callminer

JUNE 20, 2017

As customer expectations are constantly increasing in terms of call center performance, so must the training methods evolve.

Best practices 182

Best practices Call Center 182

CX Global Media

JUNE 20, 2017

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?

Chatbots 168

Chatbots Contact Center Scripts Call Center 168

Convoso

JUNE 20, 2017

Let's face it.the call center industry is one of the most complex industries in the world. Call center managers are in charge of making sure their operation runs effectively–while making sure many, sometimes hundreds, of their entry level employees are constantly having effective quality conversations with their customers. A task that is a lot easier said than done.

Call Center 145

Call Center Technology Management 145

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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.

Contact Center Pipeline

JUNE 20, 2017

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions of software applications from the likes of NICE and Verint, these contact center leaders feel stifled by their task to engage […].

Coaching 113

Coaching Contact Center Analytics Call Center 113

Taylor Reach Group

JUNE 20, 2017

Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

REVE Systems

JUNE 20, 2017

Now days Mobile VoIP apps are used for multiple purposes like connect with brands, browse merchandise, and watch content other than just to chat with friends. A recent stat reveals that in a list of the top ten apps most used globally , at least six of them are messaging apps. Many people run remote businesses by installing simple business app solution that ease the business person to connect and communicate with clients from wherever s/he goes, even miles away from desk/home phones.

voip 62

voip Personalization Enterprise Marketing 62

CX Journey

JUNE 20, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It was published on their blog on September 28, 2016. In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. Why are companies in business? For customers, right? To create and to nurture a customer, to be specific.

Journey mapping 65

Journey mapping B2B Accountability Feedback 65

Influitive

JUNE 20, 2017

On your never-ending to-do list, generating more customer stories may seem like a “nice-to-have” item, not a “need-to-have.” Maybe you need a reference or two at the end of the buying process, but your marketing and sales teams likely aren’t incorporating customers into earlier stages. However, according to Bob Peterson, Research Director at SiriusDecisions, advocacy.

Marketing 55

Marketing Sales B2B Customer advocacy 55

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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

NICE inContact

JUNE 20, 2017

While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. A contact center can have the best technology and most proficient agents, but without effective relationships with other organizational functions, the contact center will not be able to deliver the ideal customer journey.

Contact Center 48

Contact Center Education Surveys Coaching 48

Toister Performance Solutions

JUNE 20, 2017

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Rentals at The Overlook started with a bang. My wife, Sally, and I bought the place in October 2016, took a month to do some light upgrades, and put it on the rental market in November.

Advertising 48

Advertising Employee engagement Consulting Consulting 48

Customer Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only […].

Customer Service 49

Customer Service Benchmark Banking 49

ClientSuccess

JUNE 20, 2017

As a customer success professional, it’s not uncommon to look at customer churn and ask yourself, “What are we doing wrong?” While everyone makes mistakes sometimes, there are clear trends in customer success that can be addressed with strategy and insight. When we came across customer success thought leader Lincoln Murphy’s LinkedIn post on the biggest mistakes in customer success, it got us thinking.

SaaS 40

SaaS Accountability Upselling Metrics 40

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

Spectrum Corporation

JUNE 20, 2017

There are multiple levels of Business Intelligence (BI) in the Contact Center today. Comprehensive BI reporting for your Contact Center (CC) Business can provide immediate results as well as long term trend improvements. BI reporting can be about the now; operational reports, and the past; rear view mirror reports. Ideal BI reports that include both.

Contact Center 40

Contact Center 40

ClientSuccess

JUNE 20, 2017

Without measurements, customer success leaders would be at a loss for how to determine the health of a business. But it’s also possible to be overwhelmed with metrics and calculations and forget the true reason for being metrics-driven: ensuring customer success. In our previous blog post, Part 1 of this 2-part series, we explored some of the most prominent customer success metrics including revenue rate, churn rate, gross revenue retention rate, and net revenue retention rate (which can also be

Upselling 40

Upselling SaaS Metrics Best practices 40

Talkdesk

JUNE 20, 2017

Every sales team has at least one outstanding performer. He or she never fails to hit quota and makes the selling process seem easy. On your sales team, no matter what metrics you use to measure your reps, there’s always going to be at least one high-end outlier. As a manager or a supervisor, it’s your responsibility to make sure that this rep’s tactics are utilized as widely as possible to increase the productivity of the rest of the team.

Sales 40

Sales Coaching call center software Best practices 40

LiveChat

JUNE 20, 2017

In order to raise the awareness of your enterprise and achieve all those goals, you set out for yourself and the company you have to focus more on marketing tools. We are led to believe that software and platforms for marketing purposes are only suitable for big companies, but the reality is different. Regardless of the type of your enterprise or years of experience, implementing different tools into the marketing strategy is a great way to keep up with the ever-changing market.

Enterprise 44

Enterprise Marketing Advertising Analytics 44

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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.

Self service

Verint

JUNE 20, 2017

Recently, Craig Seebach, VP, Enterprise WFO at Verint, moderated a webinar, “Creating Tremendous Results at Speed,” with Caroline Basyn, SVP, Global Business Services at Mondelez, the global snack manufacturer (Oreo and Cadbury brands to name a couple).

Enterprise 35

Enterprise Analytics 35

Kayako

JUNE 20, 2017

Sure, I was only serving coffee. But it was my first day and I felt like somebody had handed me the nuclear launch codes. I was nervous to start with – the good kind. You know, where colors seem brighter and you’re full of energy? About halfway through the day, still in my eagerness, I put down a cup too fast. Some coffee went over the edge and into the saucer.

Feedback 46

Feedback Personalization Construction Management 46