ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car

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CX Global Media

AUGUST 18, 2017

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. Mobile Self-service Modernizes your WFM Click to Tweet. While it does take a lot of skill and experience to develop good forecasts and schedules, the most difficult aspect of WFM has always been managing all of the schedule

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The Center for Client Retention

AUGUST 18, 2017

Looking for ways to motivate employees and retain top-performing representatives in your call centers? Look no further than TCFCR’s latest eBook: “7 Tips to Retain Your Top Contact Center Agents” for the information you need to succeed. Our extensive research and understanding of employee retention strategies has been broken down into seven easy tips in this eBook, making it simple for anyone to implement this knowledge today.

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Bright Pattern

AUGUST 18, 2017

Bright Pattern congratulates Reply.ai for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research.

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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.

aircall

AUGUST 18, 2017

Mention, a media monitoring software company , has been using Aircall’s VoIP phone system for more than three years. Founded in 2012, Mention rapidly acquired over 650,000 customers. The platform helps companies track their web and social media presence and draw analytical insights. Thanks to Mention, marketing leaders can evaluate their brand’s reputation and influence alongside their competitors’ to make impactful decisions.

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Jon Arnold

AUGUST 18, 2017

This is the third post in a series I've been doing for RingCentral about digital transformation, and the response has been strong enough to warrant more analysis, so watch for that soon. During this series, I've examined three specific business-level benefits of digital collaboration, and the role collaboration can play to support them. For this post, my focus is on business agility, and it's running now on the RingCentral blog page.

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CSM Magazine

AUGUST 18, 2017

The job of a field collections officer (FCO) in the utility sector is sometimes perceived in a negative light. When thinking of debt collection, it’s not uncommon to imagine aggressive or intimidating collectors harassing customers. Our own research has found that 50% of customers feel they have been harassed during collections processes, while 48% say they have experienced overly aggressive collection techniques.

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Verint

AUGUST 18, 2017

One of the leading healthcare service providers in the United States, Humana needed to streamline the work it was doing in its back office several years ago due to significant growth. It was also interested in surfacing trends and hidden insights, as well as creating more transparency about employee performance. This provider leverages Verint Workforce Optimization across its customer service and back-office operations—as well as Verint Speech Analytics within its contact centers—to help create

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Brad Cleveland Blog

AUGUST 18, 2017

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize … Continue reading → The post Empowering Employees to Be Customer Advocates appeared first on Brad Cleveland.

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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

Dialer 360

AUGUST 18, 2017

Call center benchmarking is the basis for deciding if a group is performing in a perfect manner. It is also staying aware of their opposition and consistent with practices. Benchmarking is basic to the accomplishment of the call focus. Administrators trying to improve their way to deal with call center benchmarking. They ought to build up a strong procedure to get pertinent measurements.

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Brad Cleveland Blog

AUGUST 18, 2017

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits.

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Customer advocacy Quality management Contact Center Call Center 21

LiveChat

AUGUST 18, 2017

It goes without saying that every small business owner out there is looking for ways to grow their business. It translates to finding more customers, making more sales, and in turn making profits. With the onset of digital commerce, a business is not limited to the customers who walk through the doors of its physical store. So, entrepreneurs can leverage digital marketing along with their offline marketing campaigns to enhance the growth of their business.

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Brad Cleveland Blog

AUGUST 18, 2017

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits.

Customer advocacy 20

Customer advocacy Quality management Contact Center Call Center 20

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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

Talkdesk

AUGUST 18, 2017

When AppConnect launched in April, we had a vision to put the needs of our customers first. By eliminating all legacy processes and complicated integrations, Talkdesk developed three requirements for AppConnect solutions: Free trials available for all Talkdesk customers to experiment with new tools. One-click installation that streamlines the process of adding tools to the call center.

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