ShepHyken

MAY 4, 2018

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. “Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.

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Contact Center Pipeline

MAY 4, 2018

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state of mind—but before you do your best Judge Judy eye roll and surf on, I challenge you to give the Customer […].

Customer Service 100

Customer Service Contact Center Call Center 100

Aspect

MAY 4, 2018

Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Much like breaking out my flippys and Corona tank top, it’s not Spring until we sum up the year’s annual event for both those customers who could attend as well as for those who couldn’t. Spring, like this year’s theme, is all about momentum: planting seeds, accelerating growth, cultivating sprouts – cultivating customers as it were.

Contact Center 101

Contact Center Customer Experience Technology Customer Service 101

Mindtouch

MAY 4, 2018

Among the many challenges facing customer service departments, cost is near the top of the list. Things like high ticket volume and agent turnover can be among the most costly; but high-effort customer service experiences tend to be the multiplier. This helps explain the (relatively) recent emergence of web self-service portals as an effective way to improve the customer experience and defray customer support costs.

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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.

Branch Mesenger

MAY 4, 2018

A look at the stories shaping the world of retail, work, and technology this past week. Here are the headlines from Shiftonomics: News ??. Macy's Buys Concept Shop | Via: Adage. The Lead: This week, Macy's agreed to terms of an acquisition involving concept shop Story, a boutique-y and innovative retail space located in New York that curated items revolving around a specific theme.

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B2B Sales Metrics Surveys 75

CafeX

MAY 4, 2018

Certification assures the company’s information security practices are compliant with stringent international standards.

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GetFeedback

MAY 4, 2018

Most product teams are disconnected from the users they're serving. Here are some simple tips on user-proofing your product strategy and driving adoption.

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PeopleMetrics

MAY 4, 2018

Tax season is finally over, and many accounting and tax services providers are coming back online and starting to think of how they can improve in 2019. Maybe software needs updating, staff needs better training, or processes need to be streamlined. As the old saying goes, hindsight is 20/20. Before trying to decipher which improvement initiative will yield the highest impact, accounting and tax service providers can skip the headache entirely by simply asking clients what they can do better nex

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Accountability Analytics Surveys Feedback 48

Vonage

MAY 4, 2018

You know that compliance with PCI standards is important for your business. Compliance means you’re doing everything you can to ensure that you and your customers are protected — and that every credit or debit card transaction you process goes as smoothly and safely as possible. Yet even though you may already understand how vital PCI compliance is for your business, it still may not be in 100 percent compliance.

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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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Grupo Noa

MAY 4, 2018

Lead generation is the most vital element of call center services. An entrepreneur does not have enough time to meet all clients personally and explain them about the company’s newly launched products and applicable after-sale-service. Wow, marketing survey quoted that 52% will not interact with a brand due to band mobile experience. That is when the lead generation services , and appointment setting functions of call centers assume primary importance.

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Jon Arnold

MAY 4, 2018

Pretty light month on the public writing front, but I was busy with a couple of conferences, a webinar and a lot of post-conference follow up for new business. So, just a handful of links to share, and maybe this means you'll review more of them. 1 Week, 6 Cities, 2 Conferences and 7 Takeaways , April 30, BCStrategies Should You Buy Contact Center Services in a UC Bundle?

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