Wed.Dec 18, 2019

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Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.

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Analytics Coming of Age

Contact Center Pipeline

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which […].

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20+ Important Strategic Customer Service Objectives

ProProfs Blog

If you can’t measure it, you can’t improve it. William Thomson , Lord Kelvin. Read, absorb this quote and let’s answer a question-. Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team? . If not, then how do you measure customer success?

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20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

ShepHyken

Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.

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The 2023 Verint Experience Index: Retail

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

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18 weeks paid maternity and adoptive leave and paid paternity leave announced by Irish tech company Spearline

Spearline

(L to R) David Limrick, Chief Financial Officer (CFO) at Spearline holding Dáithí Limrick, aged 11 months; Lorraine McCarthy, Chief People & Culture Officer (CPCO) at Spearline holding Eve Buckley, aged 9 months, Kevin Buckley, Co-Founder and Chief Executive Officer (CEO) at Spearline holding Bertie Buckley, aged 2; Lorraine Burns, Financial Accountant at Spearline holding Bobby Burns, aged 1 and Dhaval Indrodiya, Senior Lead Architect at Spearline holding Drashti Indrodiya, aged 3

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Spearline Podcast | Episode 6: #HereToStay

Spearline

For further information, or if you have any further questions. In this penultimate episode of the first series of the Spearline Podcast, Josh O Farrell-Hurley talks to Lorraine McCarthy about her role as the Chief People and Culture Officer in Spearline, how broadband became a game-changer, helping improve Spearline growth and the #HereToStay initiative in Skibbereen - Home in conjunction with The Ludgate Hub, Skibbereen and O'Donnell Design, providing more recruitment opportunities for West

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5 Tips on AI-Powered Phone Lines

Call Experts

Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. The difference in great automation and poor automation can mean the difference in your business.

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Connecting: Irish-USA links, staying true to our roots and job creation locally

Spearline

*This article was originally published in Connect, the Spearline magazine. Download your copy here.*. During 2019, Spearline was privileged to officially open two new offices in Ireland - our headquarters in Skibbereen, Co Cork and our global sales office in Waterford. In August 2019, Daniel Mulhall, the Ambassador of Ireland to the United States of America, officially opened the new Spearline headquarters while in October 2019 Professor Willie Donnelly, President of Waterford Institute of Techn

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Concentrix Again Named a Top 50 Research and Analytics Company

Concentrix

Leading the Industry with our VOC Solutions For the fourth consecutive year, Greenbook has named Concentrix one of the top 50 market research firms in its 2019 GreenBook Market Leaders Report. Formerly known as the AMA Gold Top 50, the report provides a ranking of the top market research and customer analytics companies in the. The post Concentrix Again Named a Top 50 Research and Analytics Company appeared first on Concentrix.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Empower 2020 Speakers Spotlight

Guru

Over here at Guru HQ, our #1 New Year's resolution for 2020 is to put on a kick-ass conference. The good news is that we’re getting a jump on our goals. We’ve already locked down some incredible speakers for our Empower 2020 conference, and as a holiday treat, we are giving you a sneak peak of who you can look forward to hearing from at Empower.

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4 Christmas customer service lessons from Santa

Eptica

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. Author: Pauline Ashenden - Marketing Manager Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents.

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VirtualPBX Minute Plans Offer Low-Cost Calling Alternative

VirtualPBX

At VirtualPBX, we like to talk about the unlimited minutes available in our phone plans, but not every business needs that capability. Sometimes, a few hundred minutes is enough, so we have launched our new Minute Plans as an alternative to our traditional user-based plans. Minute 300, Minute 500, and Minute 1000 give businesses a chance to save money without sacrificing essential features like Automated Attendant, Ring Groups, and Call Forwarding.

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Why Your Sales Enablement Strategy Isn’t Working

Integrity Solutions

How do your sales reps take sales enablement tools and translate them into conversations a customer would care about? As you think about your sales enablement strategy for the coming year, here are four essential areas to focus on. By Bruce Wedderburn. Imagine this scenario: You are a new coach of a tennis team comprised of mostly average players. Over the past few seasons, they’ve consistently landed in the middle of the pack, but you see the potential they have to be so much better and win mor

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The Open CCaaS Advantage Report

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.

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Don’t fa la la la la lose your customers this holiday season

Nuance

The Black Friday/Cyber Monday results are in and they are impressive. According to the total revenues exceeded the expected $8B in the US, representing growth of approximately 11%. Perhaps some of the most impressive data points I read following this massive retail event is that, according to Adobe Analytics, 33.5% of all transactions took place on […] The post Don’t fa la la la la lose your customers this holiday season appeared first on What’s next.

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3 Secrets to Avoiding Job Burnout in Customer Service

CSM Magazine

Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common. Dealing with dissatisfied customers and having to mediate complicated incidents on a daily basis make customer service positions emotionally taxing.

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This is how you see which phone calls made you money

Infinity

According to analysts at Google, omnichannel shoppers have a 30% proven higher lifetime value than those who shop using only one channel. 1. Furthermore, companies with extremely strong omnichannel customer engagement also see a 9.5% year-on-year increase in annual revenue. 2. Whilst having so many routes to purchase products is great for customers, it’s sometimes an attribution anxiety attack for marketers.

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How to Make Your Business More Customer-Friendly

CSM Magazine

Competition in any type of business can get pretty tough. Everybody wants to gain an edge and are always on the lookout for new techniques to accomplish it. If you are looking to make a real difference, you should make customer service a priority. However, do not expect to see results overnight. Customer service is one of the key things that you need to be on top of all the time.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Using Predictive Dialer Software for Accounts Receivable

ChaseData

Debt collection can be a difficult industry to work in. The consumers you are required to contact really don’t want to hear from you. Your call can inspire everything from anxiety to anger in those who receive it - and you’re just trying to do your job. To make things even more stressful, debt collection can also be tedious. Many times, agents are stuck dialing number after number without ceasing, only to deal with disgruntled recipients and disconnections left and right.

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Top Customer Service Management Solutions for Your Business

CSM Magazine

Customer service management is essential for growing a profitable, successful business. As much as 90% of Americans use customer service as a deciding factor in whether or not to do business with a company. And consumers report being willing to spend at least 17% more on a company that has outstanding customer service, a recent survey from American Express reveals.

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11 Ways Bad Customer Service Can Destroy a Business

NobelBiz

Don't skimp on your customer service - adequate training and good software can really make sure your business stays afloat. Hear what the effects of bad customer service are on business from our experts. The post 11 Ways Bad Customer Service Can Destroy a Business appeared first on NobelBiz®.

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“Thriving in a Digital World” – Key Customer Service Trends for 2020

Enghouse Interactive

We have reached that time of the year– when people review the highlights of the past 12 months and preview the next 12. In customer service, one of the biggest trends of 2019 has been the evolution of self and automated service models. But how will that change in 2020? This blog explores some of the key trends we expect to impact customer experience in the next year and how organisations will need to adapt to keep pace.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Thank you from Pindrop

pindrop

The post Thank you from Pindrop appeared first on Pindrop.

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How to Create Perfect Live Chat Customer Experience

ProProfs Blog

About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. The Need of The Hour. Is your current customer service approach more convenient for you or your customers?

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But we had training on that!

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. I was sitting in on a company calibration between the client and the contact center BPO. The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the call flow. When the call ended, there was an awkward silence in the room. Finally the ops manager for the BPO spoke up and said, “She has had training on all of those auto fails!”.

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The 6th Annual Best Advocate Marketing Awards (BAMMIES)

Influitive

On December 12, 2019, we live-streamed the BAMMIES from The Streaming Network’s studio in Toronto. Throughout the event, we recognized companies and individuals who successfully used customer advocacy to turbocharge their marketing programs. With a record-setting number of submissions from amazing customer-centric brands, the deliberation was tough.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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2019 in Review: Conversational AI and Customer Experience Trends

Interactions

We’re quickly wrapping up the last few weeks of this decade. Yes, you read that right–this decade. It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . 10 years ago… While there was certainly a greater shift to a more customer-centric focus than in the early 2000s, the technology in