ProProfs Blog
SEPTEMBER 20, 2019
Annually, U.S. companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. It weakens the roots of even a great business and well-known brand. .
NICE inContact
SEPTEMBER 20, 2019
Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well tested, documented and measured – the journey of moving to the cloud can still be incredibly tricky.
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CallSource Insights
SEPTEMBER 20, 2019
Learn all about what a vanity number is, why and how to get a vanity number, and all things vanity phone numbers. Vanity numbers are great for branding your businesses by providing easy-to-remember phone numbers for your customers. What exactly is a vanity number, and how is it useful for your business? Want more information to determine if a vanity number is the right solution?
Beyond Philosophy
SEPTEMBER 20, 2019
How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.
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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.
ShepHyken
SEPTEMBER 20, 2019
This week we feature an article by Robert C. Johnson who writes about the importance of cross-team collaboration when providing B2B customer support. . Simply put, B2B support is significantly different than B2C support. A stand-alone customer support group can’t handle 100% of the issues they receive in the B2B industry. These issues are usually more complex, involving several internal stakeholders and requiring a larger, more advanced and specialized team to address them.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TRUSTID
SEPTEMBER 20, 2019
As consumers demand more secure, non-intrusive interactions with their banks, it’s becoming essential for financial institutions to take steps that help ensure their customer channels are protected from fraud and other social engineering scams without adding more complexity to their customer experience. According to the recent article, “Balancing User Experience With Security: Overcoming Resistance To Two-Factor Authentication,” a number of studies found how much users resist the notion of two-f
ForeSee
SEPTEMBER 20, 2019
World-class electronics distributor translates data into higher ROI Read this case study from Adobe to learn how RS Components uses Verint ForeSee and Adobe capabilities to bring behavioral and attitudinal.
Aspect
SEPTEMBER 20, 2019
The purpose of any business is to maximize profits for the shareholders. Generally, there are two ways in which this is accomplished: increasing revenue and reducing cost. In the past, businesses focused on the things they had control over, like managing internal production costs, service provisions, employee salaries, pricing and sales resource allocation.
ChurnZero
SEPTEMBER 20, 2019
Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution.
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.
SmartAction
SEPTEMBER 20, 2019
Commentary by Mark Landry, Human Experience Activist September 10, 2019. Great design is just as important as the underlying technology in Conversational AI solutions. While it takes engineers to build AI solutions, it requires an artist to use it effectively. This is the role of a CX Designer, or as we refer to it at SmartAction, Human Experience Activism.
GetFeedback
SEPTEMBER 20, 2019
How to use NPS, CES and CSAT to measure customer loyalty and improve the customer experience across the entire organization.
TeamSupport
SEPTEMBER 20, 2019
With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.
GetFeedback
SEPTEMBER 20, 2019
So setzen Sie unternehmensweit NPS, CES und CSAT zum Messen der Kundentreue und Optimieren der Kundenerfahrung ein.
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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.
Jon Arnold
SEPTEMBER 20, 2019
I’ve had a good run of staying close to home, but starting Monday, travel season kicks in for me. The road begins with Mitel’s Analyst and Consultant Summit in Plano, Texas. Definitely looking forward to that, and as luck would have it, they’re taking us to the ball game on Tuesday night, and yes, the Rangers are playing my Red Sox. I will be appropriately attired, so planning for baseball will loom large in my packing plans.
Branch Mesenger
SEPTEMBER 20, 2019
It’s that time of year again -- the push for seasonal hiring! We have the scoop on top companies that have begun the search, what happens when delivery startups use employees over contractors, the impact of climate change on retail work, which QSR reigns supreme in the social media battle, and the “No Antibiotics Ever” movement happening at chains like Chick-fil-A.
Alorica
SEPTEMBER 20, 2019
Frost & Sullivan’s Market Insight Report Outlines Why Brands Should Leverage the Digital Transformation Provider’s World-Class People, Technology, Processes and Expertise in the Country IRVINE, Calif. – (Sept. 20, 2019) – International research firm Frost & Sullivan reported on Alorica Inc., a global leader in customer experience solutions and CCW’s BPO of the Year, highlighting the.
Noble Systems
SEPTEMBER 20, 2019
How well are your customers being served by your customer support contact center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement. It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention.
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!
LiveChat
SEPTEMBER 20, 2019
Last week, McDonald’s bought Apprente, a technology firm specializing in artificial intelligence (AI) systems to take orders in quick service restaurants (QSR). They mentioned drive thrus in the press release. And drive thrus account for around %70 of their sales. They’re even making their acquisition into a new Silicon Valley branch of the company – McDonald’s Tech Labs.
Noble Systems
SEPTEMBER 20, 2019
How well are your customers being served by your call center service and support center? Are your agents delivering the best possible experience when customers engage with your business? Knowing how well your customer support team is performing is essential for continuous improvement. It is important for managing these frontline workers more efficiently, reducing cost and increasing agent satisfaction which in turn can impact sales and customer retention.
Squelch
SEPTEMBER 20, 2019
On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture. As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale.
Working Solutions
SEPTEMBER 20, 2019
Is your business ready for Small Business Saturday? Or, perhaps more to the point, is your business seizing the chance presented by Small Business Saturday to bring in new customers, generate more sales and raise awareness of your brand? If not, you may be missing out on a great opportunity. If Small Business Saturday isn’t […].
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Squelch
SEPTEMBER 20, 2019
On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture. As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale.
VirtualPBX
SEPTEMBER 20, 2019
Have you looked at your business’s phone bill lately? You might be paying more than you need to. We’d like you to consider VirtualPBX for your next Business Phone System , so take a few minutes to examine your current phone bill. Then consider these features that are included in all our plans but are missing or priced higher at our competitors. You’re even welcome to send us your phone bill!
Squelch
SEPTEMBER 20, 2019
On August 27, Squelch presented its third webinar in partnership with the Technology Services Industry Association (TSIA). The topic was knowledge management, with a particular emphasis on How Support Can Build a Knowledge-Sharing Culture. As with the previous two, this webinar was hosted by TSIA’s Distinguished Vice President of Technology Research John Ragsdale.
ChaseData
SEPTEMBER 20, 2019
As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense. Depending on what you’re spending and why, the return may range from greater consumer interest to literal profits - it all depends on how you measure success.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
ProProfs Blog
SEPTEMBER 20, 2019
With the world continuing its march towards the digital space, data collection and information gathering have become both; easier and harder. Is that an oxymoronic statement? – Yes. Is it true? Also Yes. Why is that so? Because, while customers have embraced digital technologies to make collecting responses easier, they have become more aware and guarded about the information they are willing to share.
delighted
SEPTEMBER 20, 2019
Historically, the concept of “customer experience” has been seen as purely the responsibility of customer support. Today, this couldn’t be more inaccurate. In the past, customer experience was whether or not the support rep on the phone or the attendant managing department store returns — or any other gatekeeper of company protocol — could help you amend a product related issue.
Totango
SEPTEMBER 20, 2019
5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. I filled my notebook with best practices and action items that can immediately impact performance, and I know you did too!
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