LiveVox
NOVEMBER 5, 2019
What are the Components of an Omnichannel Customer Journey? A true omnichannel customer journey closes the gaps between channels by providing customers with a unified experience across all touchpoints. To fine-tune your customer experience, you have to first define how channels will be used, who will manage them, and how their success will be measured.
Nicereply
NOVEMBER 5, 2019
Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. But I’m here to burst the bubble. In most cases, your customer service team is probably a drain on your resources. It’s a self-fulfilling prophecy.
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Ansafone
NOVEMBER 5, 2019
As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs. In many cases, outsourcing your communication needs is far more cost effective than keeping … How To Analyze Outsourcing Costs Read More » The post How To Analyze Outsourcing Costs appeared first on Ansafone Contact Centers.
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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.
Callminer
NOVEMBER 5, 2019
Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose tools to better display your data.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
NOVEMBER 5, 2019
Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies.
SharpenCX
NOVEMBER 5, 2019
With each new customer interaction, promoted agent, and churned customer, you learn what works in your customer experience. And, you learn what doesn’t. But if you don’t build call center improvement strategies that put what you find into action, your data is useless. The intel flowing through your contact center feeds a bottomless well of info about your business.
Fonolo
NOVEMBER 5, 2019
What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold. The company designed the Galaxy Fold (a smartphone that uses multiple new technologies and materials to create a display that is flexible enough to fold) and was excitement around it was building up prior
VirtualPBX
NOVEMBER 5, 2019
The changing of leaves has signaled the countdown to Small Business Saturday 2019 for many local retailers. The Nov. 30 demarcation of the holiday shopping season this year may be hectic, but it doesn’t have to be unmanageable. A Small Business Saturday marketing effort is within your grasp to create. And your customers will be pleased that you handled their concerns well despite this being the busiest retail time of year.
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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
Toister Performance Solutions
NOVEMBER 5, 2019
"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual. We talked for a moment, and she explained the store had re-opened earlier that day after being remodeled.
Etech GS
NOVEMBER 5, 2019
One of the goals of project management is to create a positive experience for your customers. According to a recent survey conducted by Gartner , within the next two years, 81% of respondents expect that the company that rises above its competitors will do so on the basis of quality customer experience. It’s still important to have a great product, but among top quality producers, you need something extra to make you stand out.
ConvergeOne
NOVEMBER 5, 2019
Digital transformation is a requirement for businesses that wish to remain competitive, and the constant state of innovation is fundamentally transforming today’s enterprise network and data center infrastructures at a rapid pace. Consequently, IT today is very different from what it used to be a few years ago.
NICE inContact
NOVEMBER 5, 2019
With more than 2.3 million residential and commercial customers across the U.S. and dramatic seasonal fluctuations, TruGreen faces big challenges in providing outstanding customer service and continuing to enhance the customer’s overall experience. The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform—and it’s never looked.
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.
Revation Systems
NOVEMBER 5, 2019
As Thanksgiving rolls around, many reflect on the aspects of their lives that they are grateful for — whether it’s good health, overcoming a financial hardship, achieving a successful year in business or just an occasion to feast on pumpkin pie. But reflection is not only for individuals this time of year. Many industries, such as healthcare and banking, are also looking back on the year and finding areas to be grateful for.
Jon Arnold
NOVEMBER 5, 2019
This is the second webinar on my November calendar at the moment, and this one is in partnership with Channel Partners , sponsored by Nextiva. I’ve followed Nextiva for a few years, and they’re one of the leading cloud providers, especially in the SMB space. They know what it takes to support SMBs, and for this webinar, I’ll provide an industry perspective on both the challenges and opportunities for channels to move their customers to the cloud.
Guru
NOVEMBER 5, 2019
Sales enablement is a rapidly growing discipline. As of 2018, 61% of organizations have a dedicated sales enablement person, program, or function.
Strikedeck
NOVEMBER 5, 2019
Vincent Manlapaz, in an interview with Matt Myszkowski, VP of Customer Success at SAP, shares a strategic approach in creating a "growth mindset" in the organization and modernizing the CS program.
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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.
Maru Group
NOVEMBER 5, 2019
The journey to insights has more twists and turns, peaks and valleys, deserts to cross and streams to ford than we generally acknowledge. There is more that is unknown than we care to admit. Mysteries abound, and sometimes we are blind to them because we think we know the answer. We interpret new information by making connections to what we already believe.
Spearline
NOVEMBER 5, 2019
It’s been a busy, insightful and exciting month for the world of Telecoms as multiple events took place across the globe, bringing together some of the brightest minds not only in the Telecoms industry but in the wider Information Technology arena. The biggest theme that connected each event was ‘ PROGRESS ’ as some major developments, particularly in the world of 5G and A.I., were announced and discussed in detail.
Working Solutions
NOVEMBER 5, 2019
In today’s tech-focused world, great customer care requires interacting with people on a wide variety of communications channels. And that’s just the beginning: According to research from Salesforce, today’s consumers also expect a seamless, integrated experience across all of those channels—and more than half of them (55%) feel that businesses are failing to offer it. […].
CallSource Insights
NOVEMBER 5, 2019
Toyota & Acura Rank Highest Across Luxury and Mass Market Brands for Inbound Phone Experience Released by CallSource. WESTLAKE VILLAGE, CA: 5 Nov 2019 : CallSource, the leader in automotive call tracking and analytics, released their first annual Inbound Phone Experience Study analyzing OEMs to determine how each brand’s inbound phone calls impact customer experience.
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!
delighted
NOVEMBER 5, 2019
Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful?
CSM Magazine
NOVEMBER 5, 2019
Louise Robertson, Global Marketing Director at Localz, examines the impact of the ‘IConomy’ on the customer experience. We are in the fourth industrial revolution: the IConomy. Everything is digital, on-demand and putting consumers in control.Today’s consumers are becoming accustomed to the customer experiences delivered by the likes of Deliveroo, Amazon Prime and Uber.
ChaseData
NOVEMBER 5, 2019
As the end of 2019 begins its approach, many contact center owners and managers may be wondering how to maintain their facility’s success through the fall and early winter. These months are traditionally a time of slower sales and service numbers, with the holidays making a brief exception in the otherwise monotonous crawl of the cold weather months.
Injixo
NOVEMBER 5, 2019
"Thought provoking. Insightful. Invaluable… Informational. " That’s how attendees rated this year’s PlanCon in Manchester UK and we’re both happy and grateful for the overwhelmingly enthusiastic feedback we got.
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
kommunicate
NOVEMBER 5, 2019
Do you really need to delight your customers? How do you do it? What is the difference between customer satisfaction and customer delight? Well! In simple terms, when customer expectations are met then it is considered customer satisfaction and when you exceed their expectations it is considered as customer delight. The biggest well-known companies like [.].
ShepHyken
NOVEMBER 5, 2019
The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike. The Interview with Augie Ray: The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before.
Totango
NOVEMBER 5, 2019
Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions to increase their overall experience and drive value. In an economy where customers are loyal to personalized products and highly responsive service, visibility of customer behavior keeps you relevant.
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