Monet Software
OCTOBER 10, 2019
Being the manager of a call center is not an easy job. In fact, it is quite difficult to consistently and constantly juggle employees, customers, and the budget with excellence. But when these three pillars of your contact center ecosystem are in balance with each other, you will be operating with maximum efficiency. Likewise, if one of these pillars suffers, they all suffer. .
Global Response
OCTOBER 10, 2019
Business structure changes as a company grows. Areas of the company begin to specialize. And with each milestone passed, these changes are all about efficiency. Specialization maximizes productivity. It helps you deliver more. The post How to Get the Most Out of Your Call Center appeared first on Global Response.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
OCTOBER 10, 2019
Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game. They lay out the trend in their key findings article: “More than two-thirds of marketers responsible for CX say their companies […].
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.
Fonolo
OCTOBER 10, 2019
If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. According to J.D. Power , 67% of online users are leveraging social media to get in touch with companies for support. There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.
GetFeedback
OCTOBER 10, 2019
This guide will teach you how to quantify the value of your CX initiative through a step-by-step process of calculations.
REVE Chat Blog
OCTOBER 10, 2019
Artificial intelligence has drastically changed the way businesses interact with their customers. As per Business Insider , 80% of businesses will be using chatbots by 2020. Chatbots are important to improve customer experience and are deployed across business functions to improve performance. . You can find chatbots use cases and examples across all industries and business functions such as customer service, sales, marketing or even for internal process automation.
NICE inContact
OCTOBER 10, 2019
I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time. If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Am I a creature of habit? Probably.
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
Teresa Allen
OCTOBER 10, 2019
My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Today's article focuses on Step TWO. (if you missed the article on Step 1 it can be found HERE ): Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1.
Thinq
OCTOBER 10, 2019
As customers increasingly integrate social media and smartphones/tablets into their daily lives, the way they want to communicate with customer service representatives (CSRs) is changing. Keeping up with shifting customer service expectations can mean the difference between having a good customer retention rate and having one that is unacceptable. How Customer Service Affects Business Call centers […].
Customer Experience Matters
OCTOBER 10, 2019
Experience Management (XM) isn’t just important, it’s the primary function of every organization. Why? Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters.
Call Experts
OCTOBER 10, 2019
A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. Every customer interaction is unique, and the most efficient way to create a general understanding is with a customer journey map.
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.
NICE inContact
OCTOBER 10, 2019
Growing up on a tobacco farm in Canada, summers weren’t a time for fun in the sun — they were a time for sweat and hard work! And while everyone in the family pitched in, no one had more to do than my mom. Each summer, Mom cooked three meals a day for a dozen burly, ravenous farm workers—plus our own family of six. On top of all the meal prep, cooking and clean-up, she also had to take care of a huge garden, tons of animals and four kids — leaving her with little time for grocery shopping.
SharpenCX
OCTOBER 10, 2019
In the age of information, Gen Z members aren’t satisfied with the status quo of banking. They crave innovation and simplicity. And, probably most importantly, they’re hungry for knowledge, as long as it’s delivered to them fast. Gen Z, the oldest of whom will celebrate their 25th birthdays next year, have grown up skeptical of traditional institutions (like college).
Customercount
OCTOBER 10, 2019
By Georgi Bohrod, RRP and WRAP member Merriam-Webster defines a winner as “one that is successful especially through praiseworthy ability and hard work.” This is also a great definition of the attributes of the recipient of the Annual CustomerCount® Customer … Continue reading → The post What’s does it take to win the CEP Award appeared first on CustomerCount.
Teresa Allen
OCTOBER 10, 2019
My customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies to grow your business through Common Sense Service. Today's article focuses on Step TWO. (if you missed the article on Step 1 it can be found HERE ): Evaluate what your organization needs to do to implement these important steps moving toward 2020: 1.
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.
Strategic Contact
OCTOBER 10, 2019
Despite all the excitement around contact center technology capabilities and innovation, many centers continue to fall short when it comes to getting value from their investments. Our recent Future of the Contact Center Survey showed that skepticism continues to lurk out there for new technology, such as bots and Artificial Intelligence. I’m not surprised.
Solvvy
OCTOBER 10, 2019
The Solvvy vision is to provide seamless customer experiences through intelligent self-service, and customers are at the heart of this strategy. That’s why we’re ecstatic that Solvvy was recognized by G2 Crowd as a 2019 Momentum Leader for Customer Self-Service. This is a testament to the work we’ve put in this year to improve our product, brand, and our customer relationships.
Global Response
OCTOBER 10, 2019
Seasonality is often associated with retail brands ramping up for Q4. But other industries such as education, taxes, and tourism have seasonality at varying times of the year. Whether your seasonal spikes more. The post How to Successfully Prepare Your Call Center for the Holiday Season appeared first on Global Response.
Connect
OCTOBER 10, 2019
As we all know customers can make contact to a Contact Centre via various devices. Most typically these are traditional phone (voice), computer (laptop, desktop) or smartphone. Then each of these devices can be used to communicate with a company’s Contact Centre through different communication methods or channels. This article will discuss the most established and probably the most complex communication channel in a Contact Centre; the voice channel, a method of communication many customers rely
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!
Global Response
OCTOBER 10, 2019
Why are more companies across industries outsourcing the critical function of the contact center? In today’s market, where acquiring and retaining customers often comes down to the service that contact centers provide, more. The post 16 Ways an Outsourced Call Center Strengthens Your Brand appeared first on Global Response.
Vcaretec
OCTOBER 10, 2019
There are multiple ways a call center will help you grow your business. The following is a list of the top 5 methods a call center will help grow your business. Build Customer Loyalty and Confidence When people shop online, they like to make sure that they can reach the company, should they have an issue with their purchase. Research from various online retailers shows that at least half of the world’s population is skeptical when it comes to online purchases.
Maru Group
OCTOBER 10, 2019
A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Over the course of the two-day event, attendees heard from leaders and experts on a range of topics – with a few key themes and dynamics arising as a focus in 2020. 1.
Working Solutions
OCTOBER 10, 2019
Is the customer service you offer fast and efficient? Do you make it a point to resolve questions or complaints you receive from customers as quickly as possible? If your answer is no—or even “I’m not sure”—then it’s time to rethink your customer care priorities. The simple fact is this: In today’s competitive marketplace, fast […].
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
inSided
OCTOBER 10, 2019
Earlier this year, inSided was featured in Forrester’s exclusive report, “How to Modernize Digital Customer Self-Service”. In this report, a Forrester Principal Analyst takes readers through three steps to scaling and improving customer experiences for the future. Did you miss out on getting your copy of the report via inSided? Never fear! We’ve put together a round-up of the main report findings, because self-service is the future, and we want to help you nail it!
Connect
OCTOBER 10, 2019
As we all know customers can make contact to a Contact Centre via various devices. Most typically these are traditional phone (voice), computer (laptop, desktop) or smartphone. Then each of these devices can be used to communicate with a company’s Contact Centre through different communication methods or channels. This article will discuss the most established and probably the most complex communication channel in a Contact Centre; the voice channel, a method of communication many customers rely
Maru Group
OCTOBER 10, 2019
A large and engaged group of industry professionals from across North America gathered together for inspiration and shared insights at the Smart Energy Consumer Collaborative (SECC) Member Meeting in Minneapolis on October 1 and 2 and by all accounts, it was a resounding success. Over the course of the two-day event, attendees heard from leaders and experts on a range of topics – with a few key themes and dynamics arising as a focus in 2020. 1.
Expert insights. Personalized for you.
54 
Let's personalize your content