Bright Pattern

SEPTEMBER 25, 2018

The healthcare industry faces many challenges in communicating with patients and increasing the customer experience. With increasing expectations of customers and compliance restraints, healthcare providers often wonder how they can improve satisfaction ratings without breaking the bank. The best way to ensure compliance and cost savings is to implement a fully featured omnichannel contact center platform.

Healthcare 82

Healthcare Banking Contact Center Customer Experience 82

Aspect

SEPTEMBER 25, 2018

Yogi Berra didn’t know much about contact centers, but he seems to have had great insight into the first phase of the workforce planning process when he said, “It’s tough to make predictions, especially about the future”. The simple fact is that the complex workforce planning process starts with a forecast of the future contact volume (voice inbound or outbound, email, chat, SMS, video, back office, etc.) that the contact center will encounter on a given day, at a given time, for a given type of

Contact Center 185

Contact Center contact center workforce Wait times Education 185

Callminer

SEPTEMBER 25, 2018

We’ve rounded up 50 must-see customer engagement presentations from leading organizations and industry thought leaders.

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Call Center Weekly

SEPTEMBER 25, 2018

The time for annual Customer Service Week is rapidly approaching! Are you ready? This celebration, which takes place the first week of October each year, is a week of fun, games and food – lots of food. Here are some links to some articles with ideas on how to have a great Customer Service Week, just in case you are having trouble coming up with activities or just a little late in planning this year: [link] [link] [link] [link] Of course, Customer Service Week isn’t all about the fun and games (

Customer Service 237

Customer Service Engineering Surveys Sales 237

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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.

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Top Takeaways: Doug shared five traits that can improve your customer service skills in 30 days or less.

Journey mapping 231

Journey mapping Customer Experience Customer Service Management 231

Customer Guru

SEPTEMBER 25, 2018

Being a customer service representative is not an easy task. It requires a lot of effort and hard work, along with traits such as optimism and empathy. Despite their best efforts, customer service executives might not be able to please all customers and resolve their grievances. Company policies and regulations, lack of authority, and various other such reasons can come in the way of a customer service representative resolving a customer complaint.

Wait times 129

Wait times Customer Service 129

Fonolo

SEPTEMBER 25, 2018

As in any field, it’s important to be aware of key trends and best practices in customer service to ensure that you are delivering an experience that is on par with the best players in the game. From servicing customers on social media, to curating unique “real life” opportunities for consumers to interact with your brand, there are many emerging standards in the world of customer service that companies are striving to meet.

Customer Service 110

Customer Service Best practices Contact Center Benchmark 110

aircall

SEPTEMBER 25, 2018

The moment you lose a big deal can be a whirlwind of emotion. You’re confused and disappointed. Anger or resentment aren’t uncommon. The truth is, losing deals is a good thing. You’ll never get a better opportunity to analyze your own behavior, learn what mistakes you’ve made, and increase sales efficiency moving forward. But before we get into the 5 things you should do just after losing a big deal, here are 5 quick things you shouldn’t do. 1.

Sales 109

Sales Feedback Marketing Call Center 109

Andrew Mcfarland

SEPTEMBER 25, 2018

I’m not a big fan of Service Level Agreements (SLAs) as a provider or a consumer of them. But, since they are here to stay, here are three problems and ways to improve them. Problem 1: First of all, many.

Service level 86

Service level Best practices Customer Service 86

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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

Surveys

Taylor Reach Group

SEPTEMBER 25, 2018

By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken. As outlined in Part 1 of this series the traditional approach to contact center outsourcing has resulted in a quantitative focus on metrics like Service Level, Abandon rate, and AHT, rather than a qualitative focus, inflexibility to meet client demands, Quality Assurance that doesn’t assure anyone of quality and Risk/Reward models that only benefit the CCO.

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outsourcing Contact Center Calibration Abandon rate 98

GetFeedback

SEPTEMBER 25, 2018

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. In order to get the insights you need to provide better service and increase retention, you need the right surveys, in the right places, at the right times.

Surveys 83

Surveys Journey mapping Feedback Customer effort 83

HelpCrunch

SEPTEMBER 25, 2018

Proactive customer service is a powerful sales and marketing tool. Want to know how to do it right? Check out our ultimate guide with best practices and specific use cases. The post Proactive chat 101: definition, best practices, useful examples appeared first on HelpCrunch blog.

Best practices 81

Best practices Sales Marketing Customer Service 81

GetFeedback

SEPTEMBER 25, 2018

Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.

Surveys 78

Surveys Feedback 78

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

Toister Performance Solutions

SEPTEMBER 25, 2018

Many years ago, a coworker and I decided to walk across the street to the deli to grab a quick lunch. It was a hectic day and we both planned to eat at our desks. ”We'll be back in three minutes," she told her assistant. "No, we won't." I replied. There was no way we were going to be back from the deli that quickly. My colleague insisted we were just walking across the street, ordering sandwiches, and coming right back.

Coaching 79

Coaching Personalization Contact Center Accountability 79

Relay Blog

SEPTEMBER 25, 2018

Let’s face it, acquiring new customers doesn’t come cheap. But the cost is always worth. The post Customer Retention Research: The Art and Science of Customer Satisfaction & Loyalty [Infographic] appeared first on Relay.

Customer retention 75

Customer retention 75

AskNicely

SEPTEMBER 25, 2018

The Case for Executive Buy-in For an Advanced NPS Program. Growth-savvy customer success experts agree that creating a customer-first culture begins and ends with executive buy-in. While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program.

Customer advocacy 60

Customer advocacy Benchmark Upselling Feedback 60

Contact Center Pipeline

SEPTEMBER 25, 2018

Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam there is rarely an independent hospital or practice to be seen. Most, if not all, have been bought up by a larger entity in efforts to provide an enhanced experience for […].

Healthcare 60

Healthcare Call Center Contact Center Management 60

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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

Working Solutions

SEPTEMBER 25, 2018

Ever think about the economics of empathy? Said another way, empanomics—the dollars and sense behind success. It involves sensing, really knowing, how people feel—good, bad or indifferent—about working for, and doing business with, your organization. Just consider: How do clients feel about your company as a business partner? How do employees and contractors feel about […].

Call Center 67

Call Center Customer Experience 67

Cincom

SEPTEMBER 25, 2018

The quality of the customer experience across the entire spectrum of market segments is plummeting in the face of a … Continue reading "Customer Experience Doesn’t Have to Suffer in a Tight Job Market". The post Customer Experience Doesn’t Have to Suffer in a Tight Job Market appeared first on Cincom Blog.

Marketing 67

Marketing Customer Experience CRM Metrics 67

SharpenCX

SEPTEMBER 25, 2018

Happier agents make happier customers. And happy agents are more likely to stay in their jobs. So, how does agent efficiency play a part in agent well-being and happiness? Efficiency is one of the positive outcomes that happy agents produce. Read More. The post Efficiency is More Than a Metric. It Tells a Story About Your Agents. appeared first on Sharpen Contact Center Software.

Metrics 59

Metrics Contact center software Contact Center 59

Method:CRM

SEPTEMBER 25, 2018

[…]. The post From Casual Buyer to Loyal Fan: 4 Ways to Improve Customer Retention appeared first on Small business insight from the #1 QuickBooks CRM.

Customer retention 69

Customer retention CRM Marketing Customer Service 69

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

Omnicus

SEPTEMBER 25, 2018

In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in a host of science fiction films, novels, and television shows. While there is some truth to this portrayal (devices utilizing AI can perform many human functions), artificial intelligence has its limitations, and a world ruled by sentient robot overlords may have its place in an exceptionally distant fu

Customer Experience 56

Customer Experience Technology 56

GetFeedback

SEPTEMBER 25, 2018

Not all surveys are created equal. Learn how to upgrade your survey strategy to capture customer feedback and deliver better service at every turn.

Surveys 60

Surveys Feedback 60

Etech GS

SEPTEMBER 25, 2018

State-of-the-art technology is very useful in modern businesses, but it’s impossible for computers to replace the human element. People bring essential qualities like creativity, innovation and outside-the-box problem solving to the table that successful businesses depend on. Since the most important assets in any organization are its people, helping them to develop additional abilities and assume increased responsibilities should be a priority.

Personalization 60

Personalization Management Technology 60

TELUS International

SEPTEMBER 25, 2018

From ITO to BPO to omnichannel, discover the most essential outsourcing terms to help you take your company to the next level.

outsourcing 60

outsourcing 60

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

Journey mapping

Jon Arnold

SEPTEMBER 25, 2018

Gotta keep trying new things, so to mix things up, here’s an infographic I put together about the Slack Frontiers conference I recently attended. I blogged about the event here , and wrote about it here , but wanted to produce something more visual. To do that, I’ve partnered with Steele Social Media , where I wrote the narrative and they turned that into an infographic.

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CX Advantage Walker

SEPTEMBER 25, 2018

Those of us in the CX profession are lucky – our industry is hot. Why? Executives are increasingly choosing to embrace customer experience as a way they intend to differentiate in the marketplace. CX pros must lead the charge to bring a deep understanding of customers into their organizations to guide strategic CX decisions that. Continue reading. The post 4 Steps to Designing a Listening Architecture appeared first on CX Advantage.

Journey mapping 48

Journey mapping Customer Experience Customer centricity 48

Revation Systems

SEPTEMBER 25, 2018

Perry Price, Revation CEO, constantly engages in discussions with vendors, patients and providers to ensure he has his finger on the pulse of the trends and technology shaping the medical industry. This is why I was so excited to get the time to sit down with Perry and pick his brain about healthcare’s hot topics — virtual care, the future of healthcare and the mobile workforce.

Healthcare 48

Healthcare Chatbots Technology Analytics 48