Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Global Response

JUNE 21, 2019

You ran the analysis, conducted the research and made the decision to work with an outsourced contact center partner. Next is the second most important decision of your contact center journey: choosing more. The post 3 Strengths of a Domestic Outsourcing Partnership appeared first on Global Response.

outsourcing 48

outsourcing Contact Center 48

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. consumers say the employees they interact with

Feedback 54

Feedback Surveys B2C Benchmark 54

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective.

Journey mapping 252

Journey mapping Consulting Consulting Customer Experience 252

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.

Myra Golden Media

JUNE 21, 2019

What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Management 254

Management Customer Experience Call Center 254

ProProfs Blog

JUNE 21, 2019

Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. The cost to acquire customers can be very high, especially if your product or service is expensive.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Monet Software

JUNE 21, 2019

Verint Monet Workforce Management Recognized for Exceptional Innovation. Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. Verint Monet Workforce Management delivers value to the entire contact center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling

Morale 79

Morale Contact Center Analytics Service level 79

Avaya

JUNE 21, 2019

According to Vanson Bourne, 58% of organizations are currently in the implementation stage of artificial intelligence (AI) with plans for further expansion. It’s during this planned expansion that brands expect to see the greatest benefits of AI such as improved customer and agent experiences and higher annual revenue. What does this planned expansion of AI look like, and why are companies taking so long to get there?

Enterprise 74

Enterprise Self service Interactive Voice Response CRM 74

ChurnZero

JUNE 21, 2019

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

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

Surveys

Tethr

JUNE 21, 2019

The question I am most frequently asked when I present the research from The Effortless Experience is “How should we measure the level of effort our customers are experiencing with our company?”. Well, the answer to that question has changed dramatically in the 10 years since our team at CEB (now Gartner) conducted the original research. In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their custom

Surveys 68

Surveys Coaching Customer effort Metrics 68

Quality Contact Solutions

JUNE 21, 2019

By Marcia Jenkins, Senior Operations Manager. Meet Jeri Graesser! Jeri is a supervisor in our at-home, virtual call center. Jeri and her team are responsible for selling millions of dollars in medical billing and coding resources, including both books and software. What makes Jeri a successful contact solutions supervisor? There are three primary attributes that Jeri embodies on a daily basis.

Telemarketing 71

Telemarketing virtual call center Construction B2B 71

TeamSupport

JUNE 21, 2019

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades. But, over the last ten years, the dynamic has changed.

Customer Service 70

Customer Service Self service Technology 70

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 77

Customer Service Customer Care 77

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

Tethr

JUNE 21, 2019

The 20 th annual Customer Contact Week conference is upon us. Next week, thousands of CX leaders will descend on The Mirage in Las Vegas where they will encounter dozens upon dozens of vendors promising companies the ability to leverage voice data (recorded phone calls, chats, etc.) to surface critical business insights. It’s a compelling message for CX leaders who suddenly find themselves, quite literally, stuck between a rock and a hard place.

Benchmark 55

Benchmark Surveys Consulting Consulting 55

ForeSee

JUNE 21, 2019

By Omer Minkara – Vice President and Principal Analyst, Aberdeen Do you need to keep track of evolving buyer needs, improve customer loyalty, grow client wallet share, design better products,

Best practices 55

Best practices 55

Solvvy

JUNE 21, 2019

Customer surveys are a powerful tool. With just a few questions, you can gain deep insight into your audience and how you can continue to improve your business to meet their needs. But a poorly-designed survey can have negative unintended consequences. On one hand, customers may choose not to fill out the survey in the first place. Or worse, they could provide inaccurate or misleading responses.

Surveys 48

Surveys Best practices 48

CallSource Insights

JUNE 21, 2019

What if you launched an advertising campaign using a Vanity telephone number , and within just a few days, your phone was ringing off the hook with thousands of calls coming in? Sounds like a dream, doesn’t it? Well, for one company, it’s a dream come true. The number is 888-88-DREAM, licensed through CallSource. Record label Dreamville launched it recently for an EP they released, called 1-888-88-DREAM.

Healthcare 40

Healthcare Advertising Marketing Management 40

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.

Self service

inSided

JUNE 21, 2019

Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. It has been eye-opening to talk to such a wealth of industry knowledge. We’ve gained firsthand insights into the most pressing pain points in Customer Success (CS), pinpointed the differences in Customer Success strategies and pondered the future landscape of this rapidly-evolving industry.

B2B 40

B2B Upselling SaaS Accountability 40

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

Customer Service 40

Customer Service Customer Care 40

NICE inContact

JUNE 21, 2019

Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization.

call center software 54

call center software Contact Center Metrics Coaching 54

ShepHyken

JUNE 21, 2019

This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Liquid expectations and the on-demand world. We live in an on-demand world. Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse.

Chatbots 293

Chatbots Customer Experience Scripts outsourcing 293

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!

Feedback

CSM Magazine

JUNE 21, 2019

As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. What does your organization need to do now to stay competitive? Sign up for the free webinar “Welcome to the Experience Economy” to find out. (June 26th, 10:30 AM PDT, 12:30 PM CDT, 1:30 PM EDT 5:30 PM GMT).

Feedback 40

Feedback Airlines Analytics Personalization 40