Taylor Reach Group

DECEMBER 3, 2018

By: Peg Ayers. Are all the leaders on your team equally skilled? Who do you think of first when you have something critical that must be handled brilliantly and immediately? We all have our preferences as to who we trust when the pressure is on. This makes it even more important to keep those leaders on your team. Losing one great leader like that might be the equivalent of losing two or more of your average leaders.

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Contact Center Management Morale Coaching 99

Call Center Pros

DECEMBER 3, 2018

It has happened to us all… You bought that product or service that you wanted so much, but you get a terrible disappointment because it was not what you expected or did not work correctly. You have decided to call customer service or return to the store where you made the purchase to request a replacement or a refund of your money, and after having been on hold for an eternity the customer service agent very kindly replies: ” We are very sorry, but we cannot return your money.

Sales 40

Sales Customer Service Business Process Outsourcing Technical Support 40

NICE inContact

DECEMBER 3, 2018

Omnichannel is hot. Artificial intelligence (AI) is hot. Both are hot topics when it comes to contact centers and customer experience. They introduce new channels and vehicles to interact with customers. The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How the leader in the cockpit builds a brand by Alaina Love. (SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience.

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Customer Service Airlines Customer retention Customer Experience 254

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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.

Steve DiGioia

DECEMBER 3, 2018

This original article was written by Steve DiGioia. Our “purpose” is the thing, item, or person we keep coming back to even after we’ve lost our way. Through good times and bad, we find ourselves surrounded by thoughts of what makes us feel good, feel important, and feel fulfilled. So, how can you find your purpose in life? Well, is your purpose: What you love to do.

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Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Click here to read the original post. Can we all acknowledge that customer service is a hard job? Whether we’re working at a great company with a great product and customer experience or we’re getting abused all day, every day supporting a flawed product, customer service is taxing work and requires regular appreciation and inspiration.

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OrecX

DECEMBER 3, 2018

Cloud service providers (aka communication service providers) are becoming commonplace in business today as companies seek to migrate much of their data, storage and applications from premise to cloud. Service providers who can offer the broadest range of services have a better chance of attracting and retaining customers, as it is all about average revenue per user (ARPU).

Healthcare 83

Healthcare Call Center Marketing Technology 83

Cyara

DECEMBER 3, 2018

Artificial Intelligence (AI) is all the rage. It is being discussed throughout companies, from the contact center to the board room. For customer service and sales, AI is being implemented in chatbots, robotic process automation, virtual agents, and many more technologies. But the jury is not out on AI when it comes to customer experience. So we decided to asked CX thought leaders this question: “How will AI impact customer experience?”.

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Virtual Agent Chatbots Contact Center Sales 76

Aspect

DECEMBER 3, 2018

European Contact Centre and Customer Service Awards (ECCCSA) 2018. Wir freuen uns über den silbernen ECCCSA-Award unseres langjährigen Aspect Kunden Hoist Finance. Diesen Preis hat Hoist Finance in der Kategorie “Most Effective Implementation of Technology“ für die Implementierung der cloudbasierten Contact Center Software Aspect Via ® gewonnen. Überreicht wurde die Trophäe vergangene Woche im Rahmen einer feierlichen Gala-Veranstaltung in London.

Finance 77

Finance Contact center software Contact Center Banking 77

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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

OctopusTech

DECEMBER 3, 2018

If you have been web browsing for a while, you’re probably familiar with landing pages. I bet you might have even used a few of them for different campaigns as well. So, whether your goal is to promote people to sign up for your mailing list or to purchase a particular product or service, the landing page can make a mighty difference. No, I am not talking about desktop landing pages which gives you an ample amount of time to make an impression upon your audiences.

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Analytics Marketing Personalization 70

Nexmo

DECEMBER 3, 2018

Back in April we announced that split recording was available as part of the Nexmo Voice API. Split recording allows you to record a conversation in stereo, one participant in each channel. This makes common use cases such as transcription much easier to handle. However, there was one downside to split recording – if you […]. The post MultiTrack Call Transcription with Split Recording appeared first on Nexmo.

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APIs 63

InTheChat

DECEMBER 3, 2018

Today is the International Day of Persons with Disabilities, which was established by the UN in 1972 to promote “the rights and well-being of persons with disabilities in all spheres of society and development” When the topic of. The post 5 Reasons your business needs to care about digital accessibility appeared first on InTheChat.

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Personalization Customer Care Contact Center Customer Experience 61

Influitive

DECEMBER 3, 2018

Modern B2B enterprises must provide a flawless post-sale customers experience to drive high customer satisfaction and growth. “Instead of only focusing on internal metrics like churn, retention, and NPS,” says Nick Mehta, CEO of Gainsight, “the most sophisticated companies are looking from the outside in, starting with the customer’s experience and desired outcomes and working.

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Sales B2B Enterprise Metrics 64

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

Guru

DECEMBER 3, 2018

Eraj is director of customer success practice at Autodesk and a guest blogger for Guru. He first shared this Guru success story on Medium.

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Nexmo

DECEMBER 3, 2018

Back in April we announced that split recording was available as part of the Nexmo Voice API. Split recording allows you to record a conversation in stereo, one participant in each channel. This makes common use cases such as transcription much easier to handle. However, there was one downside to split recording – if you […]. The post MultiTrack Call Transcription with Split Recording appeared first on Nexmo.

APIs 54

APIs 54

Ameyo

DECEMBER 3, 2018

A big business starts small, but the key lies in thinking big and scaling fast. Scaling business is easier said than done. Small businesses providing customer support through a call center faces multiple challenges while scaling operations. Implementing a virtual call center can save equipment and installation costs, along with lower attrition rate that tends […].

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virtual call center Call Center Customer Support call center software 53

Revation Systems

DECEMBER 3, 2018

The current landscape of the banking industry has shifted enormously in the last five years. Nearly every aspect of our daily lives has become intertwined with technology, and banking is no exception. Digital banking solutions have helped banks and credit unions across the nation meet the increasing communication and service needs of their customers at any time and from any location. .

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Banking Chatbots Accountability Technology 48

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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

VocalCom

DECEMBER 3, 2018

Most companies agree that employee engagement is vital to brand success. When employees feel motivated to do their best, they can deliver service that customers love. At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Yet, according to Gallup, only 15% of employees worldwide feel engaged in their jobs.

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Feedback Customer Service Contact center software Scripts 48

Aspect

DECEMBER 3, 2018

We’re delighted to announce that longstanding Aspect customer, Hoist Finance was recognised as a silver winner in the ‘most effective implementation of technology’ category at the prestigious European Contact Centre and Customer Service Awards for its implementation of our cloud-based contact centre software, Aspect ® Via. The awards recognise organisations that are leading the way in delivering exceptional service to customers, so we’re thrilled that Hoist Finance has been acknowledged, fightin

Finance 48

Finance Customer Service Interactive Voice Response Banking 48

Andrew Mcfarland

DECEMBER 3, 2018

I’ve been a fan of T-Mobile since the day AT&T pushed me away with a logic-defying pricing model (see below). That admiration continues today with the introduction of a set of initiatives that improve the experience by asking the customer.

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Customer Experience 48

Voiance

DECEMBER 3, 2018

Your organization’s security is important – it can have an effect on whether you remain FDA and HIPAA compliant and whether your ideas and business plans stay yours only.

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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!

Feedback

Method:CRM

DECEMBER 3, 2018

The post Live Blog: QuickBooks Connect Toronto 2018 appeared first on Method:CRM.

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Jon Arnold

DECEMBER 3, 2018

Lots of travel in November, but also pretty busy on the writing front. Here’s what was keeping me in print, both here and elsewhere. Follow Generational Clues to Collaboration Success , No Jitter, Nov. 27 Q&A with Analyst Jon Arnold, Collaboration and UCaaS Expert , 8x8, Nov. 27 BroadSoft Connections - Thoughts on Being Better Together with Cisco , BCStrategies, Nov. 16 TMC’s Future of Work Expo - My Thoughts Via Q&A, Part 2 - via my blog, Nov. 16 Death of PBX- 3 Reasons, but it’s Compli

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Talkdesk

DECEMBER 3, 2018

Frontline employees, almost universally, have one of the most repetitive and difficult positions to stay upbeat and positive about day in, and day out. Keeping people motivated, happy and achieving objectives in these roles can be extremely challenging. Solving this problem is simple: Ensure frontline contact center agents are engaged in their work, with their peers and with leadership.

Management 44

Management Employee engagement Contact Center Accountability 44

Jon Arnold

DECEMBER 3, 2018

Time sure flies, and after three events last month, I’ve got a backlog of blog posts to get done. Here’s the most pressing one - my webinar tomorrow at 2 ET. The webinar is based on my about-to-be-published white paper for 8x8 , and I’ll be joined by one of their customers for some first-hand insights about how the cloud is helping SMBs collaborate more effectively.

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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

Journey mapping

Help Scout

DECEMBER 3, 2018

When I was kicked in the leg during a soccer match a while back, I didn’t think much of it. But it began to swell and, a few days later, my leg had swollen up incredibly. I looked like exactly one-quarter of Popeye. I limped in to see a doctor, and after she took a look and did some tests, she asked me to sit down. Then she turned to her computer and, in full view of me, began Googling my symptoms.

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SaaS Customer centricity Feedback Engineering 40

Jon Arnold

DECEMBER 3, 2018

As my catch-up day progresses, here’s my next post, and it’s a follow-on from the shout-out earlier today about tomorrow’s webinar with 8x8. To support that, they did a Q&A with me, mostly about the state of collaboration, and what to look for in our upcoming webinar. If you haven’t seen that yet, here it is , and from there, I hope you make plans to join us tomorrow.

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Bright Pattern

DECEMBER 3, 2018

Last week I shared my top two tips for midsize contact centers. Today I am going to give two more tips and let you know what to look for when selecting a cloud contact center provider.

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