Beyond Philosophy
MARCH 29, 2017
Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.
ShepHyken
MARCH 29, 2017
Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.
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Contact Center Pipeline
MARCH 29, 2017
“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated that every customer service agent had to upsell and cross-sell products. As a result, managers were throwing small prizes at anyone who attempted a sale. It was a Band-Aid approach. It […].
Influitive
MARCH 29, 2017
Quick! What comes to mind when you hear the phrase “online community?” Facebook? LinkedIn? Your company’s support forum? The definition of online community varies depending on who you talk to. Joanne Jacobs, a digital strategist who spoke at a live online session at a past Community Manager Appreciation Day (CMAD), says “Communities are not just.
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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.
Amity
MARCH 29, 2017
There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” or “What should I look for when hiring my first CSM?” Each piece of advice I give is predicated on one of the many unique facets of this new and wonderful business unit we all call ‘Client Success’ What I’d like to focus on in this post is just one of those pieces of advice and, naturally, it is my favou
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
MARCH 29, 2017
We all face increasingly exacting demands in terms of customer support experience. So we think it’s important that every conversation your agents is smooth and seamless. Part of attaining that goal is making sure that your calls can reach the right person, at the right time. This is when our Warm Transfer feature comes in handy. The warm transfer feature eliminates agent pain points.
CX Journey
MARCH 29, 2017
Image courtesy of hundrednorth I originally wrote today's post for Clicktools. It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. I'm an "employees more first" advocate; so while I understand their point and this challenge, I'd still like to see more focus placed on employees.
Natalie Petouhof
MARCH 29, 2017
Tweet Choosing to move your business exclusively to the cloud isn’t just a matter of being in good company, as a majority of organizations start making the shift. Working in the cloud, though, will also become the norm for your clients, who are accustomed to doing everything from holding meetings to managing projects with cloud-based tools. Now, moving to the cloud doesn’t have to be complicated.
Uniphore
MARCH 29, 2017
Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More.
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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
Verint
MARCH 29, 2017
Chief Customer Office Melbourne. April 4-5; Melbourne, Australia. Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present “The Contact Centre: Your Secret Weapon in Delivering Exemplary Customer Experiences” at 10:25 a.m. AEDT on April 4. Riddle will discuss how equipping your contact center employees with the right solutions will help enable them to provide the best customer experiences possible to maintain customer loyalty.
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