SharpenCX
MAY 8, 2018
The enterprise contact center is a complex place facing complex problems, but some recent research from Deloitte can help us make some sense of it, if we read between the stats. [.]. Read More. The post 3 Contact Center Trends (and what to do about them) appeared first on Sharpen Contact Center Software.
Callminer
MAY 8, 2018
Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.
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ShepHyken
MAY 8, 2018
Deliver a Customer Experience That Would Make Mom Proud. Would your customers agree that your service is so good, you’d make mom proud? Shep Hyken sits down with Jeanne Bliss, author of Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers , and discusses her book and the art of making customers happy. ?
CX Accelerator
MAY 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?
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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
MAY 8, 2018
I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” Well, there are a few reasons for this. The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Answer Dash
MAY 8, 2018
It seems like something from a different lifetime, but I still remember the old days when sales was all chalkboards, steak knives, and “gut feeling.” Okay, well maybe chalkboards were before my time. Also, I’m vegetarian and don’t really need steak knives. But gut feelings—those were definitely the name of the game back in the day! There was a time (and I’m dating myself here) when the prevailing attitude was that selling was an art—unquantifiable, non-systematic.
CSM Magazine
MAY 8, 2018
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. 1. “Great to meet you” or “great to hear from you” If you do not recognize the person as a regular customer, starting the conversation on a positive note will set the tone of the entire customer interaction. 2. “Hi, have you been here before?
Ameyo
MAY 8, 2018
Think back to the last Saas company that you interacted with and the experience that the company provided for you? When you initially signed-up for their services, what kind of emails did you receive from the company, if any at all?
SharpenCX
MAY 8, 2018
Contact centers, we have a problem.and we’ve had it for a while. Contact centers are spending more and more on CSAT-related initiatives—yet they’re consistently underwhelmed with the impact. What’s going on? [.]. Read More. The post The Three Dimensions of Agent Experience appeared first on Sharpen Contact Center Software.
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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
GetFeedback
MAY 8, 2018
Great customer support is about to sustain your business. Why measure is about quality, not quantity. Learn how to measure .
AnomalySquared
MAY 8, 2018
We put together a Contact Center Technology Glossary to get you started on some of the terms and software you might see in a modern contact center's technology arsenal. So whether you run your own call center or utilize contact center outsourcing, these call center terms should keep everything straight between all of the acronyms. Contact centers are pretty good with keeping up with new technology.
Mindtouch
MAY 8, 2018
It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions. By making sure these customer touchpoints are well designed, we can improve our customer’s overall experiences with our brands.
Andrew Mcfarland
MAY 8, 2018
If you aren’t familiar with the concept of relationship capital let me start with a brief definition. I think of relationship capital as the “interest” you accrue when you prove your credibility, reliability, and authenticity to other people. When you.
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.
Omnicus
MAY 8, 2018
Create a seamless customer experience to boost your revenue.
Rant And Rave
MAY 8, 2018
Any brand looking to build a customer focused culture will find themselves fighting an uphill battle if employee engagement is at an all-time low. The good news is, your employees can actually help you to become more customer-centric.
Call Journey
MAY 8, 2018
Leading conversation analytics provider demonstrated how to effectively mine insights, emotion, and sentiment from every call to supercharge business performance. Call Journey, a global speech analytics partner of Genesys demonstrated its voice processing solution Emotive Voice Streams (EVS) at CX18, the industry’s premier customer experience event.
CSM Magazine
MAY 8, 2018
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style. 1. “Great to meet you” or “great to hear from you” If you do not recognize the person as a regular customer, starting the conversation on a positive note will set the tone of the entire customer interaction. 2. “Hi, have you been here before?
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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.
Customer Guru
MAY 8, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
TeleDirect
MAY 8, 2018
TeleDirect’s commitment to business process outsourcing (BPO) excellence spans a wide range of industries and business sectors, from financial firms to healthcare companies. Our growth from a small, single-service platform to today’s robust, reliable call outsourcing center is because we value personal relationships, not just business. At TeleDirect, our philosophy is rather simple: establish trust right away, and then deliver on our BPO promises.
Toister Performance Solutions
MAY 8, 2018
There's good and bad news for retail customer service. In February, the American Customer Satisfaction Index (ACSI) released its 2017 retail report that tracks customer service trends in several retail industries such as department stores, supermarkets, and health and personal care stores. The good news is some retailers are providing excellent customer service.
iCiDIGITAL
MAY 8, 2018
Deep in the agile software development landscape, there lives the Batman. No, not the billionaire in body armor with lots of gadgets and a gruff voice. The ‘Batman’, in software development, is typically a role on the development team that ignores the planned iteration scope and focuses solely on “emergency” requests, bugs, or anything requested of the development team that isn’t part of the planned iteration.
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!
Taylor Reach Group
MAY 8, 2018
How Is Your Contact Center Perceived by the Rest of the Organization? Most companies acknowledge that the Contact Center is a great source of customer insight. 64.5% of organizations view the Contact Center as a source of customer insight, a slight increase on last year’s figures. (Call Centre Helper) It is important to understand the relationship between the organization and its center – the Call Center or Contact Center is likely the single, largest point of contact between your firm an
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