Spearline
AUGUST 28, 2019
Excellent customer experience. Nobody likes a bad phone call. Whether it be a delayed call, terrible quality or a jumbled up conversation, one bad phone call could easily ruin the rest of your day. And what does your customer think of your business if the phone call is of poor quality? Well, for one thing, they probably won’t ring again and move to your competitor.
kommunicate
AUGUST 28, 2019
Consumers are overwhelmed with company communications every single day. As a result, businesses and brands need to find ways to foster a much deeper relationship with their customers. There is a dire need to be able to maintain an open communication channel constantly, yet without being invasive. People all across the world have grown to [.]. The post How Email Saves the Day in Customer Support and Marketing appeared first on Kommunicate Blog.
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Ansafone
AUGUST 28, 2019
Knowing your customer is one of the most important elements of running a successful business. What makes this difficult is that no customer is exactly the same. When companies are forced to create brand messages that appeal to broad ranges of people, they risk not connecting with anyone. A lack of personalization makes customers feel like just a number rather than a valued member of your inner network.
ShepHyken
AUGUST 28, 2019
Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole. Obviously, this makes the game longer and harder. The extra distance usually translates into taking a few more swings at the ball than normal.
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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.
Contact Center Pipeline
AUGUST 28, 2019
The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West. Men would be so sure of their “hand” that they were willing to “bet the ranch”… often losing […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SharpenCX
AUGUST 28, 2019
Spending on digital transformation technology will surge to $2 trillion by 2020. And, for every $1 billion invested in new technology, $112 million is lost to projects that fail. That means by 2020, companies across the globe will waste a. Read More. The post Why it’s Said that Digital Transformation Falls on the CEO’s Shoulders, and Why No Exec Should Muscle the Initiative on their Own appeared first on Sharpen Contact Center Software.
ProProfs Blog
AUGUST 28, 2019
The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient. Social media is the latest of these ways and is changing the way customer service is provided. Moreover, it has become an obsession for businesses as well as customers.
JustCall
AUGUST 28, 2019
Even with a sharp boom in the remote work culture, people are still confused. They do not quite understand the rules and regulations, and intricacies of remote work. To put things straight first, there are no hard and fast rules. There is no ‘10 Holy Commandments’ one has to follow to be eligible and continue working remotely. However, there are some basic things one has to understand.
Certified Languages International
AUGUST 28, 2019
CLI’s client relations team receives quite a few questions about interpreting services. It’s expected, of course — unless you’re in the industry, have used an interpreter yourself, or have prior experience working with language services, most people don’t know the industry even exists, so it’s only natural that questions will arise if you’re on the hunt for an interpreter.
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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
Nicereply
AUGUST 28, 2019
Being part of a team with positive attitude and culture can be an amazing experience. Nowadays, businesses can’t underestimate how important it is to have the right team ready to satisfy their customers , but finding people who are great in communicating with customers is hard. What’s even worse is that people assume anyone can do it. Sure, picking up phones or writing emails may not seem like a big deal but customer service position includes more than that.
ClientSuccess
AUGUST 28, 2019
Customer success is a constantly changing and growing role for most companies. While the focus of customer success was only expanded into its own role a decade or so ago, it has really begun to pick up speed and expand in the last few years. Customer success is now one of the driving forces behind recurring revenue for SaaS organizations. As the role itself has become more important, the metrics and processes associated with the role have started to pick up as well.
Etech
AUGUST 28, 2019
According to IBM and the Ponemon Institute, 50% of data breaches in the financial sector are caused by malicious or criminal attacks, while 27% results from system glitches and 23% from negligent employees. Organizations are already threatened with this, as well as many other such statistics, and an incident that has recently happened, disturbed us again.
TLC Associates
AUGUST 28, 2019
Your customer experience is indivisible. A bad interaction with your voice, email, chat, SMS, or social channels diminishes trust and satisfaction for your entire brand. And it’s a problem we anticipate will worsen as more social platforms and distinct channels emerge. The only way for brands to keep face and thrive in the future is to take a holistic approach to their total or omnichannel customer experience.
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.
CSM Magazine
AUGUST 28, 2019
Are cultural insights significant in terms of their impact on customer service? Dr Laura Olcelli investigates. Imagine you see a customer entering a shoe shop in Milan: “The assistant makes no move. She leans on the cash register, observing. Then she says hello but it’s such an unfriendly eructation that the customer thinks the assistant has digestive problems.”.
Connect
AUGUST 28, 2019
It's fair to say communication tools underpin day-to-day business processes and must be stable and dependable. It’s why company decision-makers are sometimes hesitant to transform their communication solutions. If it’s not broke, why fix it? On the face of it, it’s a fair question: why change a communication solution that is already delivering and doing so at a reasonable price?
Zoom International
AUGUST 28, 2019
A general rule of thumb is that one full-time, dedicated WFM analyst is needed for scheduling a contact center’s first 50 agents, with an additional analyst for every additional 100 agents. Creating, staffing and changing a small to medium contact center’s structure to accommodate a WFM scheduling team isn’t always practical or cost-effective. Allowing the existing, immediate supervisors of your agents to easily craft schedules for their team is a practical solution for small to medium size cont
Connect
AUGUST 28, 2019
It's fair to say communication tools underpin day-to-day business processes and must be stable and dependable. It’s why company decision-makers are sometimes hesitant to transform their communication solutions. If it’s not broke, why fix it? On the face of it, it’s a fair question: why change a communication solution that is already delivering and doing so at a reasonable price?
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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.
Whitepages Pro
AUGUST 28, 2019
From the customers who make the transactions to the merchants, payment service providers, and card issuers who facilitate those transactions, the payments ecosystem is made up of a number of distinct players with individual needs. This has always been the case. But as the payments ecosystem evolves through the addition of new technologies, more sophisticated fraud attacks, and increasingly complex regulations, stakeholders are under a new layer of conflicting pressures.
Certified Languages International
AUGUST 28, 2019
CLI’s client relations team receives quite a few questions about interpreting services. It’s expected, of course — unless you’re in the industry, have used an interpreter yourself, or have prior experience working with language services, most people don’t know the industry even exists, so it’s only natural that questions will arise if you’re on the hunt for an interpreter.
Whitepages Pro
AUGUST 28, 2019
From the customers who make the transactions to the merchants, payment service providers, and card issuers who facilitate those transactions, the payments ecosystem is made up of a number of distinct players with individual needs. This has always been the case. But as the payments ecosystem evolves through the addition of new technologies, more sophisticated fraud attacks, and increasingly complex regulations, stakeholders are under a new layer of conflicting pressures.
Education Services Group
AUGUST 28, 2019
Today’s customers expect (and sometimes demand) a never-ending wheel of attraction , engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers?
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!
Uniphore
AUGUST 28, 2019
“I'm sorry, but I do not recognize that response.”. How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated vo
Ameyo
AUGUST 28, 2019
Now in Zambia & Zimbabwe! Register for Zambia Register for Zimbabwe After a massive response in Ghana and Kenya, Ameyo is all set to encourage modern contact centers in Zambia and Zimbabwe! Bringing together the industry experts and businesses looking out for improvement in their existing call center setup, Conversations’19 aims to spread proven customer … Ameyo’s Conversations’19: Now in Zambia and Zimbabwe!
Waterfield Technologies
AUGUST 28, 2019
When it comes to a cloud migration, it’s important to first define value. Migrating to the cloud takes time and money: the ultimate benefits to the organization’s bottom line must be […]. The post Calculating the Business Value of Migrating to the Cloud appeared first on Waterfield Technologies.
Quiq
AUGUST 28, 2019
Share This Story. Watch this short video and share in Laurie’s excitement as to how their business has expanded their contact center portfolio and found messaging ROI. Laurie Simpter is the Sr. Manager of Customer Relations at Pier 1 Imports and explains in this brief testimonial why they chose Quiq to support their business messaging initiatives.
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
Brad Cleveland Blog
AUGUST 28, 2019
The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build … Continue reading → The post Harness the Potential of Customer Interactions to Deliver Value appeared first on Brad Cleveland.
Integrity Solutions
AUGUST 28, 2019
Simply knowing how to sell doesn’t in and of itself create sales winners. For sales training to help all salespeople grow, we have to search for deeper reasons—the real reasons why people sell or fail to sell. How comfortable are you taking your current salespeople—with the level of performance and skills they have right now—into an increasingly competitive marketplace?
Brad Cleveland Blog
AUGUST 28, 2019
The amount of intelligence gathered through customer service is significant, in any industry. There’s far more value to handling customer contacts than improving the satisfaction and loyalty of customers, as vitally important as that is. So, how do you build the potential of customer interactions to deliver value?
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