Kayako

MARCH 18, 2019

Introduction. While most customer service and support interactions are different on a day-to-day basis, there are a few scenarios and responses that come up every day. While there may be some that are very specific to your company (that have to do with your product or service), there are also several that are uniform across support. In this article, we’ll talk about ten of those such customer service and support complaints, and how you can address them.

Customer Service 55

Customer Service Construction SaaS Feedback 55

Myra Golden Media

MARCH 18, 2019

I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work.

Customer Experience 166

Customer Experience Customer Service 166

Ameyo

MARCH 18, 2019

There’s no denying that the patients seek utmost support from hospitals and diagnostic labs at times of emergency. So, does it tell us that only emergency cases should be taken care of? Healthcare industry, while considering patients’ experience, roll out multiple changes like telemedicine promising a new dawn of trust to the patients. Are you […].

contact center solutions 40

contact center solutions Healthcare Contact Center Contact center software 40

ShepHyken

MARCH 18, 2019

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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. (MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across yo

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Customer Service Customer centricity Feedback Surveys 218

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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.

ProProfs Blog

MARCH 18, 2019

Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused. However, you decide to settle with two websites that provide a pair of black jeans as per your needs.

Analytics 130

Analytics Wait times Customer Support Sales 130

Talkdesk

MARCH 18, 2019

Managing a large labor force, of any kind, brings a slew of challenges. One of those challenges in the contact center is how to manage and maintain schedules to ensure all demand is handled efficiently for the customer and the business. Workforce Management (WFM) is one of the key components in meeting these objectives. But not all WFM solutions are created equal and many of them rely on technology that is outdated and proven to be inaccurate and inefficient.

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Contact Center Management Technology Call Center 84

Answer Dash

MARCH 18, 2019

(This article is originally published at Retail Info Systems Magazine ) In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator. For many retailers, customer experience is synonymous with customer satisfaction and customer service.

Customer Experience 80

Customer Experience Customer Service 80

GetFeedback

MARCH 18, 2019

When done right, self-service support material help your customers complete tasks on their own.

Self service 78

Self service 78

SmartAction

MARCH 18, 2019

IVR automation has been around for awhile, but for the most part, it just hasn’t been very good. It’s also been expensive and difficult to deploy. Everyone knows the limitations of IVR systems, and customers have a gag reflex when they hear most call automation. It’s hard to blame them. The cost and effort to build automation that isn’t very good or might not even work (and isn’t omnichannel) is why most contact centers have an over-reliance on live agents, even for the most routine and repetiti

Virtual Agent 66

Virtual Agent Interactive Voice Response APIs Contact Center 66

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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

Ameyo

MARCH 18, 2019

Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% to global GDP. That’s 4.6% more than the previous year (World Travel & Tourism Council, 2018). This growth has further been accelerated with the world going digital. Today, the way tourists discover or book their trips and […]. The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo.

Customer Support 66

Customer Support 66

VocalCom

MARCH 18, 2019

While rapid service is in great demand these days, sometimes your customers actually want to slow down and write you a thorough message. When a situation calls for more detailed explanations, many customers turn to a prime communication channel that most of us could not function without: email. According to Forrester, email is actually the most commonly used digital channel for service, with 54% of customers having used it in the past year.

Customer Service 59

Customer Service Contact center software Self service Contact Center 59

NICE inContact

MARCH 18, 2019

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding.

Airlines 59

Airlines Call Center Contact Center Marketing 59

Talkdesk

MARCH 18, 2019

What is the impact on customer satisfaction and loyalty when a contact center experiences unplanned downtime? If you’ve been following along with our blog posts over the past few weeks, then you know that we’re exploring the impact of outages on the contact center. We began by measuring the financial costs and then ventured into the impact on employees.

Contact Center 57

Contact Center Call Center 57

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

Andrew Mcfarland

MARCH 18, 2019

What are “vested outcomes,” when should companies consider them, and why is such an approach needed? The simplest explanation is that, in a vested model, both customer and supplier have a stake and incentive in achieving a mutually successful result.

Customer Experience 48

Customer Experience 48

Quiq

MARCH 18, 2019

Business messaging is the way connected consumers prefer to engage with you. They are mobile and busy and need to reach you on their terms. If they need to ask about the status of their order, they’re going to want to text you. If they need help navigating your website, they are going to use live chat. As the number of channels that customers want and expect to engage with your company grows, the possibilities for companies to impact customer experience in a positive (and negative) way inc

Interactive Voice Response 50

Interactive Voice Response Banking Contact Center Wait times 50

CSM Practice

MARCH 18, 2019

There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new and finding the right candidate for the job can certainly frustrate the hiring manager. CSM main goal is to improve client retention and upsell of services.

Management 49

Management Upselling Coaching Accountability 49

GetFeedback

MARCH 18, 2019

When done right, self-service support material help your customers complete tasks on their own.

Self service 60

Self service 60

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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

Whitepages Pro

MARCH 18, 2019

As the global leader in identity verification, we are proud to announce the launch of our latest innovation – Transaction Risk API. With the world moving increasingly online, businesses are facing a complex challenge to make the right decision on a growing number of transactions in an ever-shortening time frame. The future of identity verification demands rethinking risk management as fraud becomes more sophisticated and customer convenience expectations heighten.

APIs 45

APIs Feedback Marketing Management 45

USAN

MARCH 18, 2019

March 18, 2019 – USAN, a provider of cloud-based customer engagement solutions, today announced the availability of Agent Desktop for Amazon Connect and Dialer for Amazon Connect. These solutions, along with Visual IVR for Amazon Connect, comprise USAN Contact Suite , a set of pre-packaged solutions built by USAN to extend the power of Amazon Connect.

Average Handle Time 40

Average Handle Time Interactive Voice Response Contact center software Contact Center 40

Salmat

MARCH 18, 2019

While online sales might count for a fraction of your total sales, the influence the internet wields in consumer purchase decisions is too powerful to ignore. Regardless of whether they buy online or in-store, consumers are going online to be inspired, to do research and to ultimately make a purchase decision.

Sales 40

Sales 40

Hodusoft

MARCH 18, 2019

HoduSoft Pvt. Ltd., located in the heart of Ahmedabad city, in India, serves best-in-class VoIP Softwares all over the world. Being one of the leading business communication software providers, the company offers communication software which is robust, flexible, advanced yet affordable. Recently, HoduSoft announced their participation in the Call & Contact Centre Expo , which is going to held in Excel London, from 27 – 28 March 2019.

voip 40

voip Contact center software Healthcare Contact Center 40

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

CallSource Insights

MARCH 18, 2019

Reviews are all around us. You want to find a new restaurant in town to eat at? You’ll look up some hot spots and check out their reviews. You have to get your car serviced and don’t have a go-to mechanic? You’re going to hop onto Google and look up reviews. So how are consumers choosing your home services company as the local business they want to use?

Advertising 40

Advertising Management Personalization Accountability 40

NobelBiz

MARCH 18, 2019

Karl Walder | Vice President of Innoivation at NobelBiz | Contact Center Technology Company Published on March 18, 2019 In today's Contact Center Ecosystem it can be overwhelming determining which service provider will be able to offer a product to fit your needs. Here are a few basic questions to ask yourself when evaluating your current service provider [ ] The post Are you with the right Contact Center Solution Provider?

contact center solutions 40

contact center solutions Contact Center Technology 40

TELUS International

MARCH 18, 2019

Management 60

Management 60

Arbeit

MARCH 18, 2019

A Complete Guide for TCPA Compliance in 2019.

Call Center 40

Call Center 40

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

Sykes

MARCH 18, 2019

Sykes Enterprises, Incorporated, Chief Executive Officer Chuck Sykes is pleased to announce the appointment of Ian Barkin — co-founder of global intelligent automation (IA) and robotic process automation (RPA) leader Symphony Ventures, Inc. — as chief strategy and marketing officer. In November, SYKES acquired Symphony Ventures, making it the first front-office business process outsourcer (BPO) with significant automation capability.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Stratifyd

MARCH 18, 2019

Estimated reading time: 3 minutes. Lauren Grote is a Customer Success Manager at Stratifyd whose outgoing personality radiates around the office. She makes a point to get know every member of the team – a feat now that we’re up to 80 employees – and offers to help anyone who could benefit from her expertise. Grote was born and raised in Cincinnati, OH.

Personalization 8

Personalization Management Sales Marketing 8

Webtext

MARCH 18, 2019

Norristown, PA & Galway, Ireland, March 18, 2019 /PRNewswire/ — WEBTEXT, a leading provider of enterprise messaging, is proud to announce the launch of CX Hub a new enhanced customer experience solution that enables an enterprise to use any contact center and/or CRM vendor platform to offer all or some of new selectable micro services, including, […].

Customer Care 8

Customer Care Enterprise CRM Contact Center 8