Mon.Nov 04, 2019

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

Transparent BPO

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag.

Siloed Outbound Call Centers are Struggling


Phasing out silos Traditionally, call centers have focused on either outbound or inbound business, or conducted outbound and inbound customer communication with largely siloed and unconnected systems.

Improving Customer Experience for the Holidays Will Ring in Benefits throughout the New Year


For retail businesses, many of the people who shop with you this holiday season will interact with your contact center. For some customers, it may be their first purchase or interaction with your brand.

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. .

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The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

5 Top Customer Service Articles for the Week of November 4, 2019


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Gypsy and Your Customers Expect Kindness by Chip Bell.

More Trending

The Future of Brand Building is Customer Centricity


Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies.

How Low Can You Go?! Customer Success for Your SMB Segment

CSM Practice

Some foundational questions still require attention in our growing customer success community. These questions include customer success funding and reporting, as well as appropriate customer segmentation.

When and How to Bring Executives Into Customer Interactions


In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers.

Welcoming Arun Kumar, SVP, Data & Insights

Hero Digital

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

October Writing Roundup

Jon Arnold

Despite all the travel and new client work, I managed to get my share of writing done during October, and here are the highlights. While I have you, my November newsletter will be going out this week, and if you’re a subscriber, you’ll see some references there to my October writing highlights.

Bring the Skills of the Theatre to Your Face-to-face Customer Service Training

CSM Magazine

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company.

Discussing The Experience Economy With Joe Pine

Customer Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

Quality Assurance Best Practices - 10 Tips That Never Expire


Looking for quality assurance tips to make your call center the best it can be? Look no further than these ten tips, based on the thoughts and experiences of call center industry leaders: Call Center Management

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The 8 most asked questions people have about call tracking, and their answers


At Infinity, we live and breathe call tracking. There isn’t a tick on a tracking pool mouse that we don’t know about. However, we know this isn’t the case for everyone.

The Art of Customer Engagement in a Digital Age


Learn why you need to meet customers where they’re at. The post The Art of Customer Engagement in a Digital Age appeared first on Concentrix. Thought Leadership Resources


68 countries and counting…. Welcome Nigeria to Spearline Fixed Line Testing!


Hello Nigeria! 68 countries and counting … Welcome Nigeria to Spearline Fixed Line Testing! We are pleased to announce that we have a fixed line certified and available for testing in Nigeria. We secured the line directly with one of the major telecoms carriers in Nigeria - Vodacom Nigeria.

Video: Shopify store – Conversational Commerce


Share This Story. Your customers are already using their cell phone, computer, or tablet to browse your Shopify store. Why not give them the mobile experience they’ve come to expect. Quiq Messaging makes pre-sales support and post-sales service fast, convenient, and easy.

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How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

CXNext Live: Today’s Biggest Knowledge Base Challenges and Opportunities

bold360 Blog

Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively.

The Right Insight

C Space

The Right Insight. What makes a successful customer insights leader? Here’s a guide to the challenges and strategies of some of the best in the business. Tweet. Robert Howie. Managing Director, Growth at C Space.

#IAmAlorica: Meet Samson Seelan


Meet Samson, Director of Strategic Onboarding for Latin America and the Caribbean. When he’s not devouring paches (his favorite Guatemalan dish), he can be found painting gorgeous landscapes and making friends! Find out more about him in our latest #IAmAlorica video. link]. Source. Video #IAmAlorica Culture


Is technology holding you back from delivering exceptional customer service? 5 ways to buck the trend


Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Teleopti, a Calabrio Company as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. . According to recent research , 79.3% of professionals in the contact center industry are frustrated with their technology.

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Introducing the UJET SMS Adapter


The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform.

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Performance, morale and attrition – truly miraculous outcomes

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Do your supervisors seem to be stuck at their computers answering emails, attending countless meetings, and handling a lot of administrative work, taking them away from coaching and developing their teams of 12, 15, 18, or more members?