Callminer

FEBRUARY 23, 2017

Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. Have you ever noticed how exhausted you feel after doing that for several hours? The reason, wrote Olivia Goldhill for Quartz Media, is that your brain is really switching between tasks, not accomplishing them simultaneously.

Call Center 140

Call Center Average Handle Time First call resolution Analytics 140

Contact Center Pipeline

FEBRUARY 23, 2017

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […].

Technology 100

Technology Contact Center Call Center Management 100

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. In the digital age, prices and products are easily imitated. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consume

Multichannel 87

Multichannel Self service Contact Center Advertising 87

GetFeedback

FEBRUARY 23, 2017

Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.

Surveys 78

Surveys Customer Service 78

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.

aircall

FEBRUARY 23, 2017

Businesses, especially of the B2B kind, are always looking for new and genuine ways to connect with their customers. The measure of customer engagement gauges the financial repercussions of customers’ relationship with the businesses they patron. This article will define the concept of customer engagement, and explore its implications for your business’ profitability and bottom line.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

Strategic Contact

FEBRUARY 23, 2017

Technology procurement is a mission-critical task for a contact center. If you score the right enabling technology with the right vendor partner, your center can be on the path to greater agent productivity, improved customer experience, and heightened insights into operational performance. Make the wrong choice, and you risk a painful implementation, suboptimal performance, and.

Contact Center 48

Contact Center Technology Customer Experience 48

Topdown

FEBRUARY 23, 2017

In a previous post, Security Overview: Cloud-Based Customer Communications Management , we gave you a quick summary of each of the security layers: physical, network, operating system (OS), database and application. Let’s take a closer look at cloud-based CCM security at the application level, which includes handling of customer data.

Management 48

Management Customer Experience 48

Clarabridge

FEBRUARY 23, 2017

It’s that time of year again! It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first.

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

Talkdesk

FEBRUARY 23, 2017

When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. It’s extremely valuable to track this information, but it doesn’t always tell the entire story, Quantitative research is another important component to driving customer satisfaction.

Customer Service 40

Customer Service Best practices Big data Metrics 40

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

ForeSee

FEBRUARY 23, 2017

Customer experience doesn’t take a break when you’re away from the office. And as most customer-focused leaders would agree, it’s crucial to stay tuned-in to both the customer experience and. The post Introducing ForeSee Mobile: the only app for CX intelligence on the go appeared first on ForeSee.

Customer Experience 40

Customer Experience 40

Verint

FEBRUARY 23, 2017

Verint recently took part in the Customer Response Summit in Las Vegas, a forum for customer experience and customer service executives. One of the primary themes of the conference was “Leaders Learning from Leaders.”. Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of nine or ten for interactive discussions and summary presentations.

Customer Experience 28

Customer Experience Customer Service Journey mapping Employee engagement 28