ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. Interactions between brands and consumers are changing across virtually every industry, making it more important than ever that your organization strives to encourage consistency within every moment of the customer journey.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15 Ways to Strengthen Your Contact Center” for ICMI.

Contact Center 20

Contact Center Call Center Customer Service 20

Aspect

JULY 20, 2018

This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. The desire for agents to work in the gig economy is fairly high with 40% of all agents expressing interest and 51% of millennials.

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Customer Service Surveys Customer Experience 144

Beyond Philosophy

JULY 20, 2018

Colin Shaw and Prof. Ryan Hamilton discuss how emotions drive customer behavior. So, what is an emotion? How are they evoked? How can you deliberately evoke a customer’s emotions? How is an emotion different to a mood and what you should do about it? The post Why Do Customer Emotions Matter? appeared first on.

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Customer emotions 218

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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.

Sampson Lee

JULY 20, 2018

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].

Customer Experience 85

Customer Experience 85

Cisco - Contact Center

JULY 20, 2018

Cisco Customer Journey Solutions is proud to support Apple Business Chat starting today. This technology is a new way for users to communicate directly with businesses using the Messages app on iPhone and iPad.

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Contact Center Technology Customer Care Customer Service 56

OrecX

JULY 20, 2018

Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational. Here is a brief summary of laws in several countries: USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record.

Government 48

Government Marketing 48

Kayako

JULY 20, 2018

At Kayako, we want to help you create effortless customer support experiences. Before we launched, it was obvious that traditional help desk solutions weren’t doing enough to help businesses improve their customer support. The world was changing. Markets got more crowded, consumers got more discerning, and seamless customer experience became a competitive advantage.

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Customer Support Multichannel APIs Customer Experience 48

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).

Service level 49

Service level B2B Construction Morale 49

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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

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LiveChat

JULY 20, 2018

When we think of content marketing, what do we think of? Many will say SEO, and many more will say lead generation. But what I think of is interaction , and the loyalty this can create. The average person consumes around 11.4 pieces of content before making a purchase. And some 84 percent of people expect content from brands. When you add this to the fact that 95 percent of B2B buyers consider content trustworthy when evaluating a brand, you can begin to see how important the content you create

Marketing 37

Marketing B2B Personalization Sales 37

TeamSupport

JULY 20, 2018

If you’re a B2B (business-to-business) company and you don’t have Service Level Agreements (SLAs) in place with your customers, you're missing out on an important opportunity to improve customer retention and satisfaction. SLAs are contractually agreed upon terms between a company and their customers that ensures the services provided meet certain thresholds (i.e. uptime, responsiveness, etc.).

Service level 40

Service level B2B Construction Morale 40

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. … Continue reading → The post 15 Ways to Strengthen Your Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customer Service 26

Fenero

JULY 20, 2018

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx.

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virtual call center Call Center Scripts Contact Center 8

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

Brad Cleveland Blog

JULY 20, 2018

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come. Several months ago I wrote an article titled “15 Ways to Strengthen Your Contact Center” for ICMI.

Contact Center 20

Contact Center Call Center Customer Service 20

GetFeedback

JULY 20, 2018

Want to learn more about your customers’ needs and preferences? A customer survey can reveal countless ways to improve your business. But too often, businesses miss out on insights because they’re sending so-so surveys. Here are 4 foolproof ways to unlock powerful customer feedback through smarter surveys. 1. Pick the right customer survey metric.

Surveys 74

Surveys Metrics Customer effort Feedback 74

Customer Guru

JULY 20, 2018

Tough global competition has forced companies to rethink their business strategies and come up with innovative and different ways to manage their customer portfolios, along with looking to improve service interaction. To survive in this fiercely competitive world, organizations are prioritizing customer experience, which is the only differentiator between brands today.

Customer centricity 110

Customer centricity Metrics Coaching Employee engagement 110

Momentum Telecom

JULY 20, 2018

Momentum Telecom recently partnered with United Technology Group (UTG) to help WellStreet Urgent Care improve their business analytics and resolve communication challenges with Momentum Hosted Voice Cloud technology. In addition to eliminating their reliability challenges, the solution provided simplified support, broad analysis to report hold time, call abandon rates while also reducing cost and eliminating single point of failure.

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Abandon rate Telecommunications Analytics Technology 40

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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

Horizon CX

JULY 20, 2018

The following article is a guest post by Larry Reed of DesignRush obtained through Tenfold – www.tenfold.com. . Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Many inexperienced marketers who are just starting out can easily fall prey to some of these myths that reference half-researched articles and make potentially harmfu

Big data 8

Big data Chatbots Metrics Marketing 8