Myra Golden Media

DECEMBER 3, 2019

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon! Your flight to Denver departs at 11:35am from Gate B6.” This message was like a ‘good morning text’ from a lover, and so unlike the texts I usually get from airlines (gate changes, delays).

Airlines 177

Airlines Customer Experience 177

Callminer

DECEMBER 3, 2019

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess.

Call Center 182

Call Center 182

Contact Center Pipeline

DECEMBER 3, 2019

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

Contact Center 130

Contact Center Call Center 130

TechSee

DECEMBER 3, 2019

Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. Agent: Thanks for your patience. I’m just locating the right section. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support.

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

Advertisement

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.

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

Journey mapping 120

Journey mapping Customer Experience Management 120

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.

Best practices 71

Best practices Management Customer advocacy Enterprise 71

Toister Performance Solutions

DECEMBER 3, 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. What typically happens at the start of a meeting in your company? Meetings probably begin with a leader recapping a few key performance indicators that you could have easily read yourself.

Advertising 69

Advertising Scripts Customer centricity Surveys 69

Unymira

DECEMBER 3, 2019

Google Glass may have been ahead of its time, but with Apple’s rumored release of their own augmented reality (AR) glasses , it’s time to start taking the topic seriously.

Customer Service 72

Customer Service Technology Customer Experience 72

Guru

DECEMBER 3, 2019

Somehow, 2019 has (nearly) come to a conclusion. It seems like just yesterday we were talking about New Year’s resolutions. Since it’s so easy to get lost in the day-to-day, we want to help you take a few minutes to remember everything you learned this year (or finally have the time to learn about now #procrastinatorsunite!). From your favorite blog posts to a look back at all of the improvements and new product features Guru rolled out in 2019, we've got the knowledge you needed this year, plus

64

64

Advertisement

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

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Within it, he popularized a concept that has come to be known as the “10,000 hour rule”.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Strategic Contact

DECEMBER 3, 2019

For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact. So, it’s no surprise that the customer experience has emerged as a key.

Marketing 62

Marketing Customer Experience Technology 62

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? To answer that question, we spoke with Peter Ryan, principal and chief analyst at Ryan Strategic Advisory , a customer experience and brand equity advisory firm that works enterprise organizations and contact center out

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

The Center for Client Retention

DECEMBER 3, 2019

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

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

Ansafone

DECEMBER 3, 2019

The 21st century has certainly seen waves of improvements and new technology in the business world. Some of these changes involve chat bots. Instead of speaking directly with a human being, customers and interested parties can speak with a chat bot. This way they can gain information or to resolve their inquiries. Businesses have many … How Chat bots Change Staffing Practices Read More » The post How Chat bots Change Staffing Practices appeared first on Ansafone Contact Centers.

Contact Center 62

Contact Center Technology Answering services Chatbots 62

NICE inContact

DECEMBER 3, 2019

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer? How do you tie it to financial gains or operational improvements to get a proven ROI?

Best practices 62

Best practices Contact Center Call Center Customer Experience 62

VirtualPBX

DECEMBER 3, 2019

The “local party line” and modern forms of voice communication are more alike than you might expect. Party lines – where many people shared the same phone number and only one conversation was possible at a time – acted as the predecessor to Business Phone System features like audio conferencing and individual/group extensions. They each, in their own time periods, have responded to the human need for effective group interaction.

voip 71

voip Sales Technology Personalization 71

Kristina Evey

DECEMBER 3, 2019

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey.

Customer Experience 67

Customer Experience Sales Management 67

Advertisement

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

bold360 Blog

DECEMBER 3, 2019

With so much research on and reasons why (and how) chatbots can add value for businesses and consumers alike, why is it that chatbots have gotten a bad rep? The short answer is poor implementations. The long answer is a bit more nuanced. . Here are four of the top reasons why chatbots fail and ways to overcome them : . 1. No clearly defined business goals .

Chatbots 61

Chatbots Advertising CRM Sales 61

Squelch

DECEMBER 3, 2019

Over the past several months, we’ve had the pleasure of conducting one-on-one interviews with leaders across the customer experience (CX) industry. Today we’re excited to continue our star-studded series with Daniel Haslam , vice president of client success at Nuvi. Nuvi enables organizations to own their conversations across social media and the web through enterprise solutions for full lifecycle marketing — from listening and sentiment to planning, development, production, distribution, and an

Consulting 52

Consulting Consulting Advertising Accountability 52

JivoChat

DECEMBER 3, 2019

Affiliate marketing is an industry that continues to show steady growth. Research shows that US affiliate marketing spending increases annually by 10.1% and is expected to reach $6.8 billion by 2020. Because of this, an increasing number of companies are investing in launching their own affiliate programs to market products and drive sales, which creates more opportunities for people to generate income through affiliate marketing.

Marketing 52

Marketing Engineering Advertising Sales 52

Up Your Service

DECEMBER 3, 2019

UP! Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’ Here’s why we’re making this simple but very important change. We believe that language is fundamental to change and growth and improvement in human life. Choosing the right language and sharing that language sets a course for the future.

Personalization 52

Personalization Customer Experience Education 52

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

CSM Magazine

DECEMBER 3, 2019

Volumes of business communication are growing constantly. A huge part of this is repetitive and time-consuming, but it is necessary for the enterprise to achieve success. That’s why intelligent automation is a priority for growing businesses. Business communication market trends are demonstrating sustainable expansion. Business e-mail traffic is increasing by 6% annually and consumer e-mail by 3%.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

Strikedeck

DECEMBER 3, 2019

Vincent Manlapaz, in an interview with Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure grow and manage expectations and opportunities across the entire organization.

Management 52

Management Customer advocacy SaaS Customer Experience 52

Connect

DECEMBER 3, 2019

At Conn3ct, we are seeing an increasing importance for businesses to be more digitally engaged and connected with their customers. No two customers are the same, and with a multi-generational audience base, the need to provide both traditional communication channels and digital communication solutions is greater than ever.

Customer Experience 52

Customer Experience 52

CSM Magazine

DECEMBER 3, 2019

By analyzing more than 100,000 support requests, tech support company Mavenoid discovered users of tech hardware have to wait on average eight days to have a problem fixed. In half of the cases, the long wait could have been avoided with automation and better self-service capabilities. Downtime is known to be one of the largest expenses for manufacturing companies.

Self service 52

Self service Wait times Chatbots Technology 52

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

ChaseData

DECEMBER 3, 2019

November is the heart of autumn and is often referred to as the season of plenty. The overflowing cornucopia that sits at American Thanksgiving tables is a fantastic visual representation of this. However, if you work in retail - or in the closely-related field of customer service - you know that this time of year is more like the season of plenty of customer service tickets!

Customer Service 52

Customer Service Contact Center Personalization Call Center 52

Infinity

DECEMBER 3, 2019

According to a YouMail Robocall Index survey, nearly 48 billion robocalls were made in 2018. These are defined as alerts and reminders, overdue payments, telemarketing, and scams 1. As this surge continues, the Federal Trade Commission (FTC) and its enforcement partners created the “Operation: Call It Quits” to help stem the overflowing tide of robocalls to consumers and businesses.

Interactive Voice Response 52

Interactive Voice Response Telemarketing B2B Sales 52

Ansafone

DECEMBER 3, 2019

Ansafone's in-depth experience in capturing FNOL claims helped a coastal property underwriter deliver exceptional customer support in the aftermath of a devastating hurricane. The post FNOL: Catastrophe Management Services appeared first on Ansafone Contact Centers.

Management 48

Management Contact Center Customer Support 48