Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Getting to this […].
Beyond Philosophy
AUGUST 23, 2017
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.
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ShepHyken
AUGUST 23, 2017
A friend of mine went to the airport rental car agency and had a chance to upgrade to a Tesla. He had never driven a Tesla so he was happy to pay the upcharge to have the experience. If you’ve ever rented a car at the airport, you typically are stopped at a gated exit where the car rental employee looks over the paperwork, checks your driver’s license and sends you on your way.
Nexmo
AUGUST 23, 2017
Whether you’re a growth hacker with coding skills or a developer with growth hacking ambitions, you’re ignoring a whole world of digital marketing possibilities if you’re not using phone numbers as a channel. And it’s not because it’s too hard, too expensive or ineffective. It’s probably because you’ve assumed they aren’t hackable. But it turns out […].
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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.
GetFeedback
AUGUST 23, 2017
The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Totango
AUGUST 23, 2017
Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. Lah, Executive Director at TSIA, a for-profit research institute that does deep operational benchmarking with member companies.
Kayako
AUGUST 23, 2017
This is a guest post by our friends over at Nicereply. Viktor Magic will teach why it’s important to ace your next customer feedback survey and which mistakes to avoid. Read on for a great post! Surveys come in all shapes and sizes. Done correctly, surveys can improve all departments in your business: Your product team can use them to find product-market fit and get customer feedback.
GetFeedback
AUGUST 23, 2017
The support experience is made up of small interactions that leave big impressions. Here are 4 customer support touchpoints that might need your attention.
Influitive
AUGUST 23, 2017
Think about the last time you had an unexpectedly positive experience with a company or product. (Maybe your barista threw in a free biscotti with your morning americano?) What did that experience make you want to do? You likely wanted to tell others about it, or (at the very least) send the company a congratulatory.
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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
8x8
AUGUST 23, 2017
Whenever I think of sales, I think of the stereotypical salesperson talking on the phone in a loud bustling office rattling off catchy opening lines and delivering convincing sales pitches. Films like Glengarry Glen Ross , Boiler Room and The Wolf of Wall Street depict the cunning salesperson mastering their craft. But what these films don’t show is all the time spent behind scenes just getting the customer on the phone.
The Center for Client Retention
AUGUST 23, 2017
This week our # CXExpert illuminates the fact that ALL businesses can benefit from generating repeat business. There is not one industry out there that won’t benefit from putting forth efforts to have returning customers.
Talkdesk
AUGUST 23, 2017
Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Maintaining Customer Standards Through Growth. Session Host / Moderator: Narinder Singh, Co-Founder, Appirio.
USAN
AUGUST 23, 2017
Does Your IVR Really Save You Money? As the original self-service tool, IVR technology has long been a cost savings mechanism. Unfortunately, many organizations today don’t realize that their antiquated IVR solution is actually driving up contact center costs because the options are so limited and the containment rate is so low. So, what can a new IVR do for you?
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.
Verint
AUGUST 23, 2017
Today’s workforce looks very different than the one from just five years ago. Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% of employees are disengaged.
Eptica
AUGUST 23, 2017
Date: Wednesday, August 23, 2017 Instant messaging and customer experience in Asia. Published on: August 23, 2017. Author: Vincent Giraud As I’ve discussed in previous blogs , consumers in Asia are leading the way when it comes to technology adoption, helping to drive rising expectations of the experience they receive from brands. They want to be able to make contact at any time, day or night, through their smartphone and receive a fast, comprehensive and consistent response. 42% of the po
Taylor Reach Group
AUGUST 23, 2017
By: Colin Taylor. Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. But just because we can produce a report, does it mean we should?
Dialer 360
AUGUST 23, 2017
Call center managers need a lot of continuance and effortlessness to be successful in the market. To deal with the outrageous weight of the call center should be their basic strategy. And make a domain that satisfies clients without surpassing contracting spending plans to grow business. As a call center manager, your occupation is to keep your agents encouraged and supported while considering them responsible for objectives and due dates.
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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.
LiveChat
AUGUST 23, 2017
You wouldn’t dare try to fix something in your car or assemble a piece of Swedish superstore furniture without a set of instructions. The potential that you could miss some crucial step or component and ruin everything is just too high. However, many Internet marketers are doing just that when putting together their lead generation campaigns. The infographic below, The Internet Marketing Lead Generation Ecosystem, was designed to be that complete set of instructions no online marketer should be
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