Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

Cloud contact 98

Cloud contact Self service Contact Center contact center solutions 98

Liveops

OCTOBER 12, 2018

“The only limit to our realization of tomorrow will be our doubts of today.” – Franklin D. Roosevelt. To attract top talent, you need to think like top talent. Call center leaders are under ever-increasing pressure to attract and retain top talent, yet a relatively simple solution is available. It comes down to recognizing that the same old limited approach to sourcing talent, then expecting your new hires to come to your bricks and mortar just doesn’t work that well.

Call Center 98

Call Center Education Accountability Customer Service 98

Beyond Philosophy

OCTOBER 12, 2018

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.

Customer Service 301

Customer Service 301

Influitive

OCTOBER 12, 2018

It’s been five years since Influitive published the Advocate Marketing Playbook. Since then, it’s been downloaded over 5,700 times. Hundreds of companies followed those proven plays to achieve success in developing powerful advocate programs. But another interesting evolution happened. We witnessed amazing creativity and innovation as individuals at these companies took the principles of advocate.

Enterprise 91

Enterprise Marketing Finance B2B 91

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.

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Hardly. In fact, the inability to communicate clearly and productively with a diverse audience is creating serious business consequences for organizations every day.

Morale 77

Morale Surveys Sales Technology 77

TeamSupport

OCTOBER 12, 2018

It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. More businesses are moving their technology stack from silo'd, on premise software installs to cloud instances with improved accessibility and reliability. Given so many companies are making this switch, why should you care at all about customer loyalty? After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right?

SaaS 53

SaaS Feedback Sales Accountability 53

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.

Best practices 48

Best practices Enterprise Customer centricity Analytics 48

teleopti

OCTOBER 12, 2018

Cisco customers and partners now can access a best-of-breed cloud Workforce Management solution on the Cisco Systems global price list. Teleopti WFM Cloud being newly listed in the SolutionsPlus catalog streamlines the procurement of the cloud-based platform, with specialized SKUs and end-to-end support for Cisco sales and partners.

Sales 48

Sales Management 48

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ, and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. .

Enterprise 48

Enterprise Best practices Customer centricity Analytics 48

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

Nuance

OCTOBER 12, 2018

Apple announced Tuesday a growing list of organizations who are rolling out Apple Business Chat as part of their customer engagement strategies, now allowing consumers to contact them the same easy convenient way they do their friends. As one of the Customer Service Platform (CSP) providers for Apple Business Chat, Nuance has seen growing interest […] The post Apple Business Chat momentum grows, allowing consumers to message with their favorite brands appeared first on What’s next.

Customer Service 49

Customer Service Customer Experience 49

ChurnZero

OCTOBER 12, 2018

If you are like most B2B companies, Q4 is a busy selling season, which in turn means it also becomes a big renewal period for Customer Success teams. Because so much is on the line, Q4 can be a stressful period. But, if you’re prepared for it ahead of time, you’ll have a better chance of making things work in your favor. Follow these seven steps to proactively manage your Q4 renewals.

Management 45

Management B2B Sales Education 45

LiveVox

OCTOBER 12, 2018

The contact center industry faces a dramatic shift as tech leaders such as Google and Amazon accelerate digital innovation beyond multichannel and into new realms of Chatbots and AI. As a result, customer expectations for more personalized, instantaneous interactions across multiple channels is increasing faster than ever — leaving the vast majority of contact centers.

Multichannel 40

Multichannel Chatbots Contact Center Personalization 40

Micah Solomon

OCTOBER 12, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, wil

Consulting 40

Consulting Consulting Customer Service Scripts 40

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

OCTOBER 12, 2018

Employee rendezvous is one of the huge customer service quality and employee retention. Mostly customer service leads know it is essential to recognize & reward service excellence. Whereas, several of them do not have a formal contact center rewards program in place. They figure it out of their reach. You hear this in some conversation with customer service leader.

Call Center 20

Call Center Contact Center Benchmark Metrics 20

ProProfs Blog

OCTOBER 12, 2018

First 100 customers. Sounds like an easy target? But, is it so? According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). The above-mentioned statistics indicate that completing the target of 100 customers is a tough task for most of the startups.

Enterprise 141

Enterprise CRM Customer Support Marketing 141

CustomerSuccessBox

OCTOBER 12, 2018

Right customer onboarding is one of the important factors in determining whether the customer will be successful or not as the highest churn happens during the onboarding process. There are several types of customer churn and an onboarding specialist can actually reduce the customer churn during onboarding. “The seeds of churn are planted early.” – Lincoln Murphy.

SaaS 61

SaaS Upselling Management Sales 61

LiveChat

OCTOBER 12, 2018

I like to dig out marketing insights like a gold miner digs for gold. Uncovering a new marketing insight is like discovering a gold nugget that has the potential to increase ecommerce conversion rate. Conversion is where the money is. Recently, as I was digging through data for a few ecommerce websites, I noticed something big. When you analyze ecommerce conversions, you are looking at the sales that made it all the way through the checkout process.

CRM 39

CRM Automotive Sales Marketing 39

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

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is not be the best option for more extensive automation, many businesses are looking into implementing a more sophisticated soluti

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

Dialer 360

OCTOBER 12, 2018

Customer service increased expectations, which give the customer a sense of satisfaction. It generates goodwill towards an organization. To encourage them to develop positive perceptions and return. This creates customer loyalty. Customer starts to establish trust & confidence in brands. Most of the customer, if thinking of making purchase look first at raw products.

Customer Service 20

Customer Service Personalization Consulting Consulting 20

ShepHyken

OCTOBER 12, 2018

This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. I arrived at my river house in the North Georgia mountains late on a Friday night for a getaway weekend. After washing my hands in the master bathroom sink, I noticed water dripping out of the cabinet doors under the sink.

Banking 232

Banking Government Customer Experience Management 232

Dialer 360

OCTOBER 12, 2018

The contact center as service (CCaaS), a cloud-based consumer experience solution. It allows companies to utilize a call center provider’s software. Model of CCaaS also provides business to purchase only technology that they need. It reduces the need for internal IT assistance. This is an ideal option for several call centers, offering scalability as operational needs change.

Call Center 20

Call Center Contact Center Cloud contact Abandon Call 20

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