ShepHyken
JULY 24, 2019
The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.
Contact Center Pipeline
JULY 24, 2019
If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into building a skilled employee, they gain experience and become valuable, and then they leave. Deloitte reports that large call centers with over 500 agents suffer from turnover rates of 50% or […].
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OrecX
JULY 24, 2019
Organizations require flexibility in their IT systems in order to successfully integrate new tools into their technical environments. Call recording software is no different. However, most recording software is locked in terms of self-customization. Some recording vendors charge an arm and a leg to perform this customization for you. This is a deal breaker for many.
Beyond Philosophy
JULY 24, 2019
Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.
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ProProfs Blog
JULY 24, 2019
Why do people love certain brands? A lot of the times it has something to do with the friendliness of their customer services department. Delighted customers, who receive consistent and satisfying customer service , are always a big asset for any business as they often turn out to be the evangelists for the brand. One of the many channels for offering customer support these days is a live chat software.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
JULY 24, 2019
The old Dale Carnegie adage is true: “Remember that a person’s name is to that person the sweetest and most important sound in any language.” People thrive on personalization—the feeling that something is special and unique to them—and this is especially true in business. While email blasts tend to go out to thousands of people, The post Take your Network of Brand Advocates Global with Localized Marketing appeared first on Influitive.
Avaya
JULY 24, 2019
Brands are built on the great experiences that employees deliver to customers, starting with the contact center. As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. But what does this look like? What top factors make for a superior agent experience that then results in an incredible customer experience?
SharpenCX
JULY 24, 2019
Hey already frustrated customer, thanks for reaching out. Hop in the convertible and let’s go for a ride. First, we’re going to drive by our most notable monument, unsorted mounds of customer data. Feel free to park and stretch your. Read More. The post Stop Taking the Scenic Route with your Customers: How Business Digital Transformation Puts an End to Disjointed Customer Experiences appeared first on Sharpen Contact Center Software.
Customercount
JULY 24, 2019
Emily Collins from EVC Marketing is WRAP's digital marketing expert with over 25 years' experience working in the timeshare and hospitality market. Continue reading → The post WRAPped up in marketing with EVC Marketing appeared first on CustomerCount.
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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
Nicereply
JULY 24, 2019
“Nicereply has helped us improve our customer satisfaction and quality of service overall, by allowing us to get customer feedback in real time.”. Neat focuses exclusively on developing powerful yet cost effective tools for small businesses that help with expense management, automated bookkeeping and document organization. They proudly support over 100,000 small businesses throughout North America and continue to grow and expand.
Genroe
JULY 24, 2019
Inbound marketing may appear to be one of the latest trends, but it’s been working for marketing professionals for over a decade now. It just has a new name. It’s the idea that you should build a relationship with your customers by helping them and educating them on their problem and the solutions before you […]. The post How to Convert to Inbound Marketing appeared first on Genroe.
CustomerServ
JULY 24, 2019
The Internet of Things (IoT) is ushering in an era of sweeping change across industries. From smart appliances in the home that control everything from lighting to temperature to ordering groceries, to healthcare devices that allow physicians to monitor patients remotely, to smart cities that use IoT sensors to manage traffic, street lamps and trash pickup — today’s IoT applications are just scratching the surface of the technology’s potential.
NICE inContact
JULY 24, 2019
Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. as well as advanced messaging such as WhatsApp, WeChat, Facebook Messenger, Apple Business Chat, and more).
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.
Interactions
JULY 24, 2019
We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care.
TRUSTID
JULY 24, 2019
Call center professionals are constantly trying to secure their private data while improving their customer experience. But are they succeeding? According to the Customer Contact Week special report, “Evaluating Call Center Authentication,” customer qualification processing flaws continue to lurk across the voice-dominated landscape. Today, more than 70% of customers identify phone calls as their ideal customer service option.
Nuance
JULY 24, 2019
Improving the customer experience is all about removing friction from every interaction. The easier it is to interact with your brand, the more likely your customers are to stay long-term. But what could be more frictionful (if that’s a word) than calling an IVR and having to answer a multitude of security questions? Not only […] The post Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort appeared first on What’s next.
Ansafone
JULY 24, 2019
The labor market has been experiencing tight conditions in the recent past. Employers around the world are struggling to find recruits to fill open positions. As a result, companies are striving to retain their workforce and reduce their turnover rate to avoid labor shortage. Filling these open positions is no longer smooth and quick like … Tips for Optimizing Your Workforce Management Read More ».
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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.
Bright Pattern
JULY 24, 2019
This July, Bright Pattern had the honor of being featured in two of the call center industry’s leading customer review reports, Gartner’s Software Advice and G2 Crowd! Bright Pattern was featured in G2 Crowd’s Summer 2019 Contact Center Infrastructure Report and Gartner Software Advice’s 2019 FrontRunners Quadrant for Call Center Software. In these esteemed reports, Bright Pattern was analyzed against hundreds of competitors and evaluated on a wide range of categories based on user reviews.
TLC Associates
JULY 24, 2019
Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line. So, how do you get the most out of your existing customers? In this blog, we explore how and why you should calculate customer retention rate and other metrics to enliven your customer retention.
CSM Magazine
JULY 24, 2019
Regardless of the industry that you operate in, the number one priority of any company is its customers. An unhappy customer leads to a limited, fractured relationship and a loss of any potential brand loyalty and future sales. If your business is customer centric, then focusing on customer service should be a top priority. Even if you haven’t put much emphasis on customer service so far, there is always room for improvement to enhance the customer experience.
CSM Practice
JULY 24, 2019
The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success. Companies that prioritize customer needs and put them at the forefront of new initiatives see increasingly better results than those who decide on new initiatives without considering customer success and feed
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Talkdesk
JULY 24, 2019
It’s not always easy to find the right information. In a world where information is so easily accessible anywhere and anytime, it’s just as easy to find the wrong information as it is to find what you’re looking for. For businesses, validation of information is key when purchasing products and contacting individuals. Gathering the right information is also just as important for consumers as they take significant risks when making substantial online purchases.
Nuance
JULY 24, 2019
In my last blog entry, I shared how care facilities of all sizes have made the Nuance PowerShare Network the largest image-sharing network in America. The network has even grown since then and now serves more than 6,400 facilities spanning nearly 25,000 physicians and more than 26,000 patients exchanging almost 1.5 million studies each month. […] The post A Real View – The best reasons for joining the largest image-sharing network?
Stratifyd
JULY 24, 2019
Estimated reading time: 5 minutes. Stratifyd is on a mission to help move the dial for women in technology by using our voice within the tech community and supporting local girls and women in tech organizations. We recently teamed up with the Dottie Rose Foundation , Girls Who Code , and MapAnything to participate in two amazing events to promote and celebrate girls in technology.
Merchants
JULY 24, 2019
Telecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point. The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Working Solutions
JULY 24, 2019
More than most industries, businesses operating in travel and tourism experience fluctuations in customer demand and utilization throughout the year. Summer travel is, and probably always will be, the peak season. Spring break and the year-end holidays also see huge levels of traffic, while the early autumn and mid-winter tend to be times of relative […].
Merchants
JULY 24, 2019
When it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch. Ever-evolving digital demands mean customers want easy access across multiple touch points, and personalisation has become a top priority in providing a service they can trust. The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants.
Stratifyd
JULY 24, 2019
Estimated reading time: 5 minutes. Stratifyd is on a mission to help move the dial for women in technology by using our voice within the tech community and supporting local girls and women in tech organizations. We recently teamed up with the Dottie Rose Foundation , Girls Who Code , and MapAnything to participate in two amazing events to promote and celebrate girls in technology.
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