Myra Golden Media
DECEMBER 10, 2019
I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her. I smiled, and when she got to my window, I practically sang, “How are you?”. And you know what the employee said to that?
UJET
DECEMBER 10, 2019
The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. This can create stress for everyone and all the requirements that come with serving consumers.
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Pointillist
DECEMBER 10, 2019
By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Not all companies measure and prioritize it, yet the importance of customer lifetime value (CLV) is staggering. It’s the one KPI that is most indicative of the effectiveness of your customer experience (CX) strategy.
inmoment
DECEMBER 10, 2019
Optimizing the customer experience for success is a necessity in today’s competitive business environment. And, for any initiative, customer data is the perfect place to start adjusting your strategy. With careful planning, analysis, and execution, you can transform CX intelligence into effective product innovation. Our webinar, “From Information to Innovation: Using Customer Data to Drive Product Innovation,” helps you identify ways to leverage your CX program to sustain product enhancements th
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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.
24-7 InTouch
DECEMBER 10, 2019
Leveraging data insights is essential in making strategic business decisions. In the world of contact centers, there are so many metrics that can help illustrate the thousands of interactions that happen daily. These metrics, or key performance indicators, are how success is measured. As a company, it’s important to take a step back, look at the story the metrics are telling, and decide which metrics are the most important to truly measure success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 10, 2019
The Empathy Machine. Using AI to Guide Employees Toward Better Customer Care. Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > Top Takeaways: Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.
Myra Golden Media
DECEMBER 10, 2019
Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. You teach customers to escalate by holding all the power in your headsets. .
Beyond Philosophy
DECEMBER 10, 2019
Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.
CX Accelerator
DECEMBER 10, 2019
How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.
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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
Callminer
DECEMBER 10, 2019
Here are 25 valuable strategies and expert tips for improving customer engagement - the totality of interactions between your company and its clientele.
CX Accelerator
DECEMBER 10, 2019
How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.
Contact Center Pipeline
DECEMBER 10, 2019
As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you each a very Happy New Year. The end of 2019 marks the end of our 10th year in publication. This achievement is a credit to the Pipeline team who consistently make […].
TechSee
DECEMBER 10, 2019
Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments.
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.
Aspect
DECEMBER 10, 2019
I recently had the opportunity to sit down with Aspect Software User Group Association (ASUGA) board member Ann Swift to discuss her role on the ASUGA board and the benefits of being a part of ASUGA. Ann is the manager of Workforce Systems for Southwest Airlines. She leads a team of analysts that work to keep the call center desktop apps performing.
OctopusTech
DECEMBER 10, 2019
Here at Octopus Tech Solutions, we know it’s tricky business attempting to juggle growth for your small business while also ensuring your customers receive top-notch customer service. That’s why we’re here to help! We help reduce your internal burden, by supplying outsource. services for telemarketing, lead generations, inbound/outbound call centers, and much more!
Spearline
DECEMBER 10, 2019
This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally. Many readers will be interested in reading about our new office openings, interviews with team members, awards we’ve won, or other company news and insights. More readers will enjoy articles about how we monitor issues that impact the telecoms industry.
Cisco - Contact Center
DECEMBER 10, 2019
Artificial Intelligence Transforming Call Centers. The Contact Center business is going through a series of very important changes driven by the technology innovation, the raise of socials and the new consumption models being evaluated by most of the companies. From a technology angle there are very little doubts the advent of Artificial Intelligence is transforming the traditional call centers into Cognitive Call Centers , transforming an IT cost into business strategic tool to increase Custome
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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.
SharpenCX
DECEMBER 10, 2019
Resolutions get a bad rep. People throw out blanket statements about how they want to work harder , get healthy , or read more. Then, come the second week of January, these ideals get tossed to the wayside. In fact, only 9% of people actually follow through with their New Year’s resolutions. And, we know why. It’s not that the resolutions themselves are unobtainable.
Joe Rawlinson
DECEMBER 10, 2019
Whether you’re looking to get a brand new business idea off the ground from scratch or facilitate your next big investment in an existing business, it takes money to make things happen. Sometimes it’s possible to go the grassroots bootstrap route when it comes to getting your funding together, but not always, so it’s important to understand what your other options are.
VirtualPBX
DECEMBER 10, 2019
VirtualPBX has partnered with Snap Recordings for the 2019 season of giving. We’re excited to offer you a holiday voicemail greetings pack and 20% off your next order with Snap. You can download the Holiday Message Gift Box at this link. Then look for the Holiday Message Guide and the coupon code (“HOLIDAYVPBX”) to claim your 20% discount. Claim your Gift Box before Jan. 07, 2020 to take advantage of this value-packed promotion!
ChurnZero
DECEMBER 10, 2019
Dashboards & Automation Drive Customer Success Team Efficiency – A Success Story . . ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Each month millions of consumers research purchases, write reviews and stay up to date on important news. ConsumerAffair’s mission is to arm every consumer with the knowledge they need to make smart purchasing decisions.
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!
Toister Performance Solutions
DECEMBER 10, 2019
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "You've ruined Christmas!" I've lost count how many times angry customers yelled that at me when I was working in retail, first in a clothing store and later in a call center.
Revation Systems
DECEMBER 10, 2019
According to Worldometers , the world population is approximately 7.75 billion. While each of these individuals may have different views, careers, hobbies and priorities, they all desire one thing: access to healthcare. In a society that has been heavily influenced by the advancement of automation and digitization, however, access to healthcare isn’t the only concern.
Concentrix
DECEMBER 10, 2019
Read Everest Group’s Pinnacle Model™ Analysis 2019 excerpt, which assesses enterprises’ CX outsourcing strategies. The post Accelerating CX Through an Optimized Contact Center Outsourcing (CCO) Model appeared first on Concentrix.
DMG Consulting
DECEMBER 10, 2019
Question: I’ve used workforce management (WFM) in a contact center, but now I’m managing a back-office team. Can I use WFM here too? Answer: WFM solutions can help back-office (and branch) organizations optimize employee utilization, however these environments require applications that are purpose-built to address their unique needs. First of all, back-office WFM suites need a real-time work allocation and management module that is able to queue, distribute and manage work activities.
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
Etech GS
DECEMBER 10, 2019
One of the most important characteristics of servant leaders is that they understand the value of getting their hands dirty to support and lead their team effectively. These are the leaders who are not above participating in any task to get the job done. Being involved and supportive of your team helps to create a work environment where your team is engaged and feels inspired to innovate.
NobelBiz
DECEMBER 10, 2019
It seems Congress can almost unanimously agree on something - their bypartisan hate for spam calls. In a recent crackdown on this type of scammers, the House voted 417-3 for the TRACED Act. Learn what it's about here! The post Bipartisan Robocall Crackdown – Should You Be Worried? appeared first on NobelBiz®.
Infinity
DECEMBER 10, 2019
From all of us here at Infinity, we'd like to wish our clients, connections, agencies, and tech partners a very Merry Christmas. Here's the video made by us, especially for you.
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