Relay Blog
AUGUST 20, 2018
If you want to continue to provide high-quality customer support in the face of rising. The post Omnichannel Support: How to Build an Omnichannel Support Strategy [INFOGRAPHIC] appeared first on Relay.
DMG Consulting
AUGUST 20, 2018
Contact Center Management Is Both an Art and a Science. 7/1/2018. By Donna Fluss. View this document on the publisher’s website. It’s alarming how many contact centers are managed without metrics, yet running a contact center strictly by the numbers is no silver-bullet solution either. In other words, contact center management is both an art and a science.
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ShepHyken
AUGUST 20, 2018
I’ve spent my professional career teaching companies and individuals how to provide amazing customer service and a customer experience (CX) that would keep customers coming back and help their businesses to grow and thrive. But today, customers expect more. They know what good service looks like and they expect it. And, they not only compare you just to your direct competitor, but to the best service they have ever received – from anyone.
Myra Golden Media
AUGUST 20, 2018
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to enter a fray. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer. You are on one side of the wall, and your customer is on the other. The customer sees the issue they’re trying to get resolved as being on the same side of the brick wall as you.
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ShepHyken
AUGUST 20, 2018
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. T-Mobile is completely overhauling how its customer service works by Chris Welch. (The Verge) Team of Experts launches nationwide today for postpaid customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AskNicely
AUGUST 20, 2018
This is the next in an ongoing series of stories about how businesses create customer experiences that surprise, delight, and grow their brand through customer advocacy. Does your business serve up legendary customer experiences? Contact AskNicely us. We’d love to share your story. The Karma Department. Mountain Sun Pub & Brewery. “I’m sorry, sir, we don’t take credit cards.”.
Amity
AUGUST 20, 2018
Implementing a new customer success software is no small feat. If you’ve already asked yourself the 7 key questions of implementation and decided it’s the right step for you, the next step is assembling your implementation team. There are many moving pieces in the implementation of a new customer success software and you need everyone on the same page, working towards the same goals.
Ameyo
AUGUST 20, 2018
Taking a loan has definitely become easier in the last decade or so. But, what about debt collection? How are these agents supposed to remember all the details and deadlines of every customer. It is a daunting task which will significantly reduce the productivity of the agents and slow down the operations. Leading to a domino effect, which will create some additional problems of its own.
Call Center Pros
AUGUST 20, 2018
Many companies understand that call center’s primary goal is to maintain customers so that they do not leave for the competition, provide service to them and resolving their problems. Even the biggest companies sometimes find it difficult to effectively generate sales from their call centers. This is understandable when you consider that callers are primarily seeking answers to questions and resolve their problems.
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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
Relay Blog
AUGUST 20, 2018
When it comes to providing service and support knowledge is king One of the most. The post Introducing the Relay Knowledge Ecosystem: Knowledge sharing fueled by AI appeared first on Relay.
Mindtouch
AUGUST 20, 2018
Finding the right support model for your customers and product is not an easy process. With the amount of options out there, and the challenges in adopting a new methodology, this is a decision that needs to be carefully considered. Here is some advice from my experience with Intelligent Swarming (IS) while managing the Support Enablement Team at Red Hat ( redhat.com/support ).
Global Response
AUGUST 20, 2018
A Quarterly Business Review (QBR) is a scheduled opportunity for contact center and client operations executives to review a snapshot of the business. A QBR tells the story of an account’s quarterly more. The post 5 Tips for Structuring a Successful Call Center QBR. 1: Know Your Audience appeared first on Global Response.
TRUSTID
AUGUST 20, 2018
We’d all like to create a meaningful experience for our banking customers. Unfortunately, many caller authentication processes today are intrusive and impersonal. By the time the caller’s issues are finally addressed, they’re left feeling a little roughed up, to say the least. The frustration that customers can feel after a lengthy telephone interrogation can range from simply taking too long to losing their business to a competitor.
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.
Aspect
AUGUST 20, 2018
Como puedes transformar a tus clientes en tu mejor ayuda para dar buen servicio a otros clientes: Servicio al cliente Social. Samsung, LinkedIn y Pinterest utilizan el software de Directly para ofrecer servicio al cliente referiendo las preguntas de sus clientes a otros clientes por una módica cantidad de dinero, como una alternativa al outsourcing, bienvenido a la era del servicio al cliente social.
Unymira
AUGUST 20, 2018
When considering a new solution to add to your company portfolio, the top items to consider are “What are the benefits and return on investment this solution will bring to my organization?” Here we will discuss the benefits of a professional knowledge base.
Aspect
AUGUST 20, 2018
Ventana Research, leading business and technology research and advisory services firm, has named us as a Value Index Leader in the first Ventana Research Value Index for Contact Centres in the Cloud. We came second in the overall ranking and ranked number one in total cost of ownership (TCO) / Return on Investment (ROI). According to Ventana, the most frequently cited benefits of cloud-based contact centre systems are cost savings, a reduced need for in-house resources and better financial visib
Kapta Customer Success
AUGUST 20, 2018
What account management style does your organization use? If you’re like most of the companies filling the B2B space, chances are you’re all about Customer Success. Everyone loves Customer Success account management, and it can do wonders for your organization and your customers. By aligning your definition of success with your client’s, then you’re both striving for the same goal.
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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.
Altivon
AUGUST 20, 2018
Sure, there’s a lot of hype about contact center artificial intelligence (AI). Tom Jones or John Paul Young would agree “love is in the air” when so many individuals’ blogs, corporate websites, and industry conferences rave over AI. However, the standard rules of business apply, which puts this hot topic firmly in Tina Turner’s realm: “What’s Love Got to Do with AI?”.
Jon Arnold
AUGUST 20, 2018
Pretty much - but everything has it's time, right? Nothing really surprising here, at least for us at BCStrategies , but it's easy to forget that the world doesn't move in lockstep. Technology changes faster than humans or enterprises can adapt, and there's a wide spectrum for UC and the broader collaboration umbrella. Conventional UC is still very much a thing, and that's the market this particular MQ report serves.
LiveChat
AUGUST 20, 2018
The forecast for the global augmented and virtual reality market size is pretty clear. We should expect to see massive growth by 2022. How massive? 209.2 billion dollars massive! Augmented reality is one of the most important technology trends at this point. It’s extremely important for marketing experts, but most of us don’t fully understand it. To make it clear: this technology adds a virtual layer over your real surroundings.
VocalCom
AUGUST 20, 2018
Customer surveys are a time-tested method for gaining valuable feedback. However, the quality of a survey as well as its timing make all the difference. If customers feel inconvenienced or fail to remember the details of an experience with your brand, they are not likely to give you the insights you need. With so many customers using multiple digital channels these days, it is especially important to design the best surveys that can be delivered efficiently on customers’ preferred channels.
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!
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