Contact Center Pipeline

AUGUST 15, 2019

154

154

Totango

AUGUST 15, 2019

As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .

Best practices 80

Best practices Customer centricity Metrics Enterprise 80

Toister Performance Solutions

AUGUST 15, 2019

The customer service leader sounded desperate. She had called and told me her team needed training. Her boss had given her a tight timeline and she was looking for quick results. When I asked her why, she told me her company was losing customers due to poor service. Fair enough. "So what do your people need to do that they don't know how to do now?" That one stumped her.

Coaching 63

Coaching Upselling Sales Management 63

Fonolo

AUGUST 15, 2019

In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to conquer an antiquated industry. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus. As recently as 2017, it was the most profitable airline in Europe, operating 2,000 daily flights from 86 bases.

Airlines 73

Airlines Customer Service Healthcare Morale 73

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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.

ChaseData

AUGUST 15, 2019

Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option. While the vast majority of the population in countries like the United States and the UK own a cell phone - 96%, as of June 2019 - an ever-increasing number of those people opt out of phone calls. 81% of the population in these same areas own smartphones.

Call Center 40

Call Center 40

Customercount

AUGUST 15, 2019

Making assumptions based on stereotypes will almost always lead to miscommunication and poor relationships and is a road map to business disaster. Continue reading → The post Why relying on assumptions is bad for your business appeared first on CustomerCount.

Feedback 67

Feedback Management 67

Interactions

AUGUST 15, 2019

While customer service has always been around, its customer-centric focus has flourished in the past years thanks to the realization that a good customer experience helps you earn more money. And more importantly, bad customer service will cost you. According to Frost and Sullivan, “US companies are now losing more than $83 billion annually due to poor customer experiences, an effect compounded by the reality that it costs six to seven times more to attract a new customer than to retain an exist

Best practices 59

Best practices Customer Service Customer centricity Technology 59

Guru

AUGUST 15, 2019

In the wild, an ecosystem’s diversity is its strength. In the business world, diversity tends to be another word for fragmentation. Your revenue teams are in one world, your engineering teams are in another, and your product teams are caught in the middle.

Engineering 48

Engineering 48

TELUS International

AUGUST 15, 2019

outsourcing 103

outsourcing 103

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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

Surveys

Customer Experience Matters

AUGUST 15, 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

Management 40

Management Surveys Customer Experience 40

Working Solutions

AUGUST 15, 2019

With decades of experience, Tamara Schroer, vice president of Education and Development at Working Solutions, knows the ins and outs of instructing a remote workforce of contact center agents. To her, distance is no deterrent to make sure that agents, working from their homes across the United States and Canada, learn a client’s operations to […].

Education 40

Education Contact Center outsourcing Call Center 40

CSM Magazine

AUGUST 15, 2019

Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp. The Bank has deployed the Digital Customer Service platform designed by Sparkcentral. This will see KCB Bank Kenya become one of the leading African financial services companies approved for the WhatsApp Business solution.

Banking 8

Banking Customer Experience Customer Service Enterprise 8

VirtualPBX

AUGUST 15, 2019

Simple business voicemail management can make or break a company’s phone system. The voicemail component of business phone plans is so often underplayed. It works hard for customers yet never gets a chance in the spotlight. Even when compared to consumer voicemail systems, like we show in our What is a Business Voicemail Service? guide, the feature hardly stands out.

Management 40

Management Personalization 40

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

Nicereply

AUGUST 15, 2019

CS teams aim to keep customers happy and to decrease churn. But this can only be reached by implementing the right strategy. . Customer Success is often mixed with customer support, but it’s much more than that. It’s all about supporting your customers in different areas and helping them achieve their goals. Ultimately, they achieve their goals and you get a conversion.

Feedback 49

Feedback Marketing Sales Personalization 49

A Better Answer

AUGUST 15, 2019

From text to email, there are many ways to communicate in the modern age. In business, talking on the phone has proven to be the most important medium of them all, still. A single phone call can be the deciding factor on whether you gain or lose a customer.

Customer Service 42

Customer Service Customer Experience 42

C Space

AUGUST 15, 2019

Branding with Soul: Q&A with Tina Sharkey, co-founder & CEO, Brandless. Tina Sharkey is an entrepreneurial force. Since the days of the dial-up modem, she has been building communities, companies, and brands “with soul.” Today, she’s co-founder and CEO of Brandless, a fast-growing startup that’s putting everything from gluten-free hand cream to healthy snacks into the hands of more people at affordable prices.

Customer centricity 8

Customer centricity Big data Advertising Government 8

CallSource Insights

AUGUST 15, 2019

Boost your dealership’s profitability with superior customer service. As new car sales lag and variable per-unit profit margins decrease, more focus must be placed on fixed operations to absorb costs and remain competitive in today’s market. 1 The battle for sales margins is a losing one; consumers can price shop a vehicle across the world with a single online search.

Automotive 8

Automotive Sales Technology Metrics 8

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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.

Self service