Callminer

SEPTEMBER 11, 2017

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact center employees do.

Contact Center 182

Contact Center Management 182

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online 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. A Pop Culture Guide to Customer Care Training by Matt Searfoss. (TCFCR) Looking for a guide to build your customer care training session off of?

Customer Service 204

Customer Service Self service Customer Care Technology 204

Victor Midgley

SEPTEMBER 11, 2017

Over the many years of my teaching compelling conversation skills, I have come to appreciate that an effective conversation is much like an inspiring song. We all have favorite songs that we enjoy listening to. if you have heard a cover to that song performed by a “less than” talented or skilled singer, you might … Continue reading "THE MUSIC OF CONVERSATION".

Call Center 185

Call Center 185

Steve DiGioia

SEPTEMBER 11, 2017

…if so, here’s 5 simple ways to fix it This original article was written by Steve DiGioia. I watched the customer’s eyes scan the area, first to the left then to the right side of the store. He hoped to make eye contact with the sales woman but alas, no luck. Apparently she had more important tasks to do than tending to the customer. What was so important that she had to give statue service ?

Sales 174

Sales Personalization Customer Service 174

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.

Convoso

SEPTEMBER 11, 2017

In mid-2017 Ascent Mortgage Group came to Convoso searching for a new contact center platform with a high-performance automated dialer like none other. Before starting on the Convoso platform, Ascent Mortgage Group was “burning through leads” - a negative outcome that resulted from the various call center applications and providers they were using.

Contact Center 163

Contact Center Call Center 163

aircall

SEPTEMBER 11, 2017

Corporate finance teams tend to view customer support as a cost saver at best and a cost center at worst. But if they look beyond those bottom-line concerns, they’ll also see a strong link to top-line growth. These customer support statistics tell that revenue-related story. Poor Customer Support Stalls Growth. Nothing scares away future revenue quite like a reputation for subpar customer service. 66% of B2B customers and 52% of B2C customers have stopped buying from a company following a bad se

Customer Support 115

Customer Support B2C Upselling B2B 115

Customer Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.

Benchmark 89

Benchmark B2B Surveys Feedback 89

GetFeedback

SEPTEMBER 11, 2017

Customer support needs support too. Here are a few of the challenges modern support teams face internally, and a few ways you can empower them to succeed.

Customer Support 60

Customer Support 60

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Where your solution falls on the quadrant greatly impacts the profile of your ideal Customer Success Manager. On top of the skills and qualities a CSMs should always possess , there are some dominant traits to look for based on the specificity of your business.

SaaS 60

SaaS Upselling Consulting Consulting 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

Influitive

SEPTEMBER 11, 2017

You know those things you’re *supposed* to do that are good for you…like…flossing daily? Well, (gross) confession time: I rarely never used to floss. I thought it was a scheme dentists had with the flossing industry! For years, dentists told me that it would come back to haunt me—in the form of gum disease and/or.

B2B 63

B2B Marketing 63

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Where your solution falls on the quadrant greatly impacts the profile of your ideal Customer Success Manager. On top of the skills and qualities a CSMs should always possess , there are some dominant traits to look for based on the specificity of your business.

SaaS 54

SaaS Upselling Consulting Consulting 54

VocalCom

SEPTEMBER 11, 2017

As our modern world becomes increasingly digital, millennials are key players in its evolution. Frequently cited as the greatest population of smartphone users, their digital preferences also apply to their buying habits. Accenture states that millennials currently spend $600 billion per year in the U.S. alone, making this generation a prime customer demographic with tremendous spending power.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

Aspect

SEPTEMBER 11, 2017

Here at Aspect, we believe that the voice of the consumer has become too strong, too loud to be ignored. So, it’s simply not enough for a brand to say they’re listening. It’s time for companies to show their customers that they are being heard. For the past several years, consumers have told us that they expect to interact with the companies they do business with in ways that are convenient and easy for them using the channels they prefer.

Enterprise 48

Enterprise Technology Marketing Customer Service 48

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

VocalCom

SEPTEMBER 11, 2017

As our modern world becomes increasingly digital, millennials are key players in its evolution. Frequently cited as the greatest population of smartphone users, their digital preferences also apply to their buying habits. Accenture states that millennials currently spend $600 billion per year in the U.S. alone, making this generation a prime customer demographic with tremendous spending power.

Contact center software 48

Contact center software Sales Contact Center Surveys 48

Transperfect Connect

SEPTEMBER 11, 2017

A few months ago, TransPerfect announced the rebranding of its remote interpreting division as TransPerfect Connect. TransPerfect Connect enables businesses to connect with customers—whether on the other side of the street or the other side of the world—in any language, and we feel this new name better reflects the full scope of our offerings. read more.

Contact Center 49

Contact Center Call Center 49

Talkdesk

SEPTEMBER 11, 2017

The final stop on our 2017 Talkdesk Road Show is Austin, Texas on Sept 13th! Don’t miss out on this chance to learn about the latest technologies that can help you increase customer satisfaction and improve agent engagement. This is a free opportunity to hear from industry thought leaders on how to create an intelligent, efficient and customer-aware contact center through cloud, mobile and AI technologies.

Contact Center 47

Contact Center Consulting Consulting Analytics 47

AnswerConnect

SEPTEMBER 11, 2017

When you’re injured in an accident, you might have a strong legal case to get compensation from the person responsible. Continue Reading → The post Client Spotlight: Nova Legal Funding appeared first on AnswerConnect Blog.

Personalization 40

Personalization 40

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

Uniphore

SEPTEMBER 11, 2017

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.

Customer Service 45

Customer Service 45

Customer Experience Matters

SEPTEMBER 11, 2017

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 3rd and we’re planning another exciting celebration. Temkin Group has labelled 2017 The Year of Purpose for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Free Webinar. At noon ET, Temkin Group will host a free webinar, Everything You Need to Know About CX, But Were Afraid to Ask, that will provide a strong foundation on customer exp

Customer Experience 40

Customer Experience 40

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when communication breaks down – anything from divorce to declarations of war; but in a business context, what does it mean?

Advertising 384

Advertising Consulting Consulting Government 384

CX Global Media

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? A very important thing to think about is your desired business outcome. Doing this helps you to set a target to reach. More importantly, doing this helps you to make the right technology decision. Then, analyze backwards. What technology will get you there?

Chatbots 240

Chatbots Contact Center Call Center contact center solutions 240

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

UJET

SEPTEMBER 11, 2017

As you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution.

Customer Support 63

Customer Support 63