SharpenCX

JULY 2, 2018

Every business wants to improve their customer experience – drop fewer calls, build brand loyalty, and resolve cases faster. That’s why it’s important to have a plan in place to improve your team’s efficiency. Contact center training is every bit as critical as hiring the right agents and adopting new technologies. But how do you [.]. Read More. The post 5 Contact Center Training Tips to Boost Efficiency appeared first on Sharpen Contact Center Software.

Contact Center 156

Contact Center Contact center software Technology Customer Experience 156

ShepHyken

JULY 2, 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. 11 Types of Difficult Customers and Ideas for How to Handle Them (INFOGRAPHIC) by David William. (Small Business Trends) A critical part of running a successful business is managing customers.

Customer Service 189

Customer Service B2C Feedback B2B 189

360Connext

JULY 2, 2018

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.

Consulting 54

Consulting Consulting Customer Experience Personalization 54

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Too often the inside view on contact center technology is about cost reduction and Customer Experience.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Advertisement

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.

Customer Experience Matters

JULY 2, 2018

Effort is one of the three components of a customer’s experience (along with success and emotion), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Effort Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric.

Metrics 45

Metrics Surveys Feedback Customer Experience 45

Myra Golden Media

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and unde

Best practices 120

Best practices Customer Service Customer Experience 120

Mindtouch

JULY 2, 2018

In a blink, San Diego Startup Week has come and gone. This year’s #SDSW was one of the richest yet, especially in terms of practical information that attendees can apply to their own businesses right now. This was especially true of Driving SaaS Growth With Customer Success , a panel moderated by Shawn Bridgeman , Director of HR & Business Design at PetDesk.

SaaS 91

SaaS Management Customer Experience 91

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Here are a few notable trends in the adoption of cloud-based solutions: Most acquisitions of contact center infrastructure, such as automatic call distributors (ACDs) and interactive voice response systems (IVRs); customer relatio

Best practices 67

Best practices Technology Interactive Voice Response Management 67

Olympia Consulting

JULY 2, 2018

“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally. The last of the Top 10 Customer Turnoffs is “Refusing to take responsibility for mistakes.” Has This Happened to You? Do you remember the “NextTel” phones that had the cool “click to beep” feature? My wife … The post Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes” appeared first on Olympia Consulting.

Consulting 60

Consulting Consulting Personalization Customer Service 60

Advertisement

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

Genroe

JULY 2, 2018

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 66

Surveys Feedback Personalization Best practices 66

360Connext

JULY 2, 2018

What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds true for the relationship you have with your customer. In fact, your customer needs even MORE from you.

Customer Experience 56

Customer Experience Personalization Customer centricity Analytics 56

Hello Customer

JULY 2, 2018

The World Cup is high on the agenda amongst all football fans. Tonight, the Belgian Red Devils are playing against the Japanese and we already know the outcome: Belgium will win of course! (With headquarters in Ghent we are obviously biased ?? ) But what is the secret behind the Red Devils’ success? The great football players obviously, but more importantly: the extraordinary team spirit!

Customer Experience 61

Customer Experience Customer centricity 61

SharpenCX

JULY 2, 2018

Last week, we kicked off a series on the relationship between agent and customer experience. And, last week’s post teased the revelation of a new golden rule to create better customer service. Treat your agents the way you want them to treat your customers. When customers reach out to your agents for support, there is [.]. Read More. The post A New Golden Rule: How to Make Your Customer Service Better appeared first on Sharpen Contact Center Software.

Customer Service 52

Customer Service Contact center software Contact Center Customer Experience 52

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

Ameyo

JULY 2, 2018

We have all become accustomed to using abbreviations in our lives. Sometimes, even without knowing their meanings. This holds true - both in our professional and personal lives. But, when you are working in an industry where knowing the meaning and not just the abbreviations is important, you just cannot afford to slip up.

Call Center 56

Call Center Personalization call center solutions call center software 56

Sabio

JULY 2, 2018

Applying effective Performance Management is a great way to optimise agent performance, however the process can also benefit from the latest Automated Scoring capabilities.

Management 52

Management 52

VocalCom

JULY 2, 2018

Customer data has long been a sensitive issue. Given recent stories in the news about companies mishandling data, it’s no wonder that consumer confidence has been impacted. A Pew Research Center study found that 64% of Americans had personally experienced a data breach, and nearly half of all Americans do not trust the federal government or social media sites to protect their data.

Management 48

Management Contact center software Government Contact Center 48

DMG Consulting

JULY 2, 2018

Question: We use a content management system for our internal documentation. Is that the same as knowledge management? Answer: Robotic process automation’s two primary categories, attended and unattended, both perform automated processes by emulating human workers. Unattended automation is used to fully automate high-volume transaction-based activities and processes.

Contact Center 48

Contact Center Management 48

Advertisement

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

Enghouse Interactive

JULY 2, 2018

Most contact centres now have access to call recordings, but are they being utilised in the most effective ways within your business? In the following blog we will highlight how call recording can be integrated into your contact centre to help deliver an exceptional customer experience. Use as part of an integrated approach to deliver a joined-up customer service strategy.

Chatbots 40

Chatbots Analytics Self service Quality management 40

ThriveableBiz

JULY 2, 2018

Tip #1 - All marketing is relationships.Your insights program shouldn't be treated any differently to your marketing. Trust is a critical issue for business today. Our online world has left us open to attack. Customers must feel respected and safe, as in any relationship. When gathering any form of insights, there are 3 Key Rules a marketer […].

Marketing 40

Marketing 40

Genroe

JULY 2, 2018

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall. First, they changed the email invite “from” name to a real person, not a department. Second, they radically slimmed down the wording […].

Surveys 40

Surveys Feedback Personalization Best practices 40

ThriveableBiz

JULY 2, 2018

Tip #1 - All marketing is relationships.And for your insights program to be an effective marketing touchpoint, customers must feel respected and safe, as in any relationship. Billy Joel called it “A Matter of Trust”. Where people feel they can share their feelings and opinions with you, without opening the floodgates to sophisticated, social media retargeting or […].

Marketing 40

Marketing 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

Freshcaller

JULY 2, 2018

Find out what freedom feels like with Freshcaller – the best RingCentral alternative. Staying on top of your competition is no child’s play. And, keeping yourself updated with new technology is one of the important aspects of playing smart and liberating your business to grow seamlessly. Just because you once chose a certain call center software to run your business, when there weren’t other reliable competitors, doesn’t mean you need to tie yourself to it for eternity. “Progress is imposs

call center software 40

call center software Call Center Interactive Voice Response Call Logging 40

Dialer 360

JULY 2, 2018

The contact center is an operational establishment that handles a large volume of inbound/outbound calls. Calls center basically can be from or to customers, or they may be involved, prospective new customers. An active call center has specific, measurable performance criteria. All training for call center personnel and procedures. There are guidelines for the contact center to follow.

Call Center 20

Call Center Contact Center Scripts Sales 20

Inbenta

JULY 2, 2018

Chatbots are a time-saving resource for internal employees whose energy is better spent on meaningful work and productivity. Internal chatbots have the potential to boost accessibility, efficiency, and employee satisfaction in your workplace. Chatbots are easy to use, setup, and deploy. Chatbots, conversational agents, virtual assistants — whatever you choose to call them, automated conversation is more relevant than ever.

Chatbots 110

Chatbots APIs Engineering Customer Support 110

Dialer 360

JULY 2, 2018

What does your call center supervisor do with a large number of unpracticed or low performing specialists sickly in dealing with clients? Telephone techniques & tips that worked in the past won’t really work now. Even because of the rise in customer’s outlooks and the tremendous accessibility of data accessible, you may need new plans. Moreover, quality & best telephone agents with the goal to get more sales can enhance output.

Telemarketing 20

Telemarketing Call Center Contact Center Sales 20

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

OrecX

JULY 2, 2018

Written by Call Finder. Call recording is used by companies in a wide range of industries to improve customer experience, measure agent performance, ensure compliance, monitor marketing and sales efforts, settle customer disputes, and the list goes on. But call recording is only part of the quality assurance equation. Businesses that understand this are now taking their call monitoring strategies a step further by implementing speech analytics to automatically categorize and analyze recorded cal

Analytics 70

Analytics Metrics Scripts Coaching 70