Hodusoft

OCTOBER 4, 2019

The good old days are over when businesses could dictate terms to buyers and it is customers who are courted left, right and center. The reasons are simple: customers today are a more enlightened lot; they have more choices; they are more fickle; they need it NOW; they use various channels to communicate and they have a low tolerance. Trying to keep in touch with customers who use WhatsApp today, twitter tomorrow, Facebook the next and then switch back to email will be like trying to keep jumpin

Contact center software 40

Contact center software Contact Center contact center solutions Interactive Voice Response 40

ChaseData

OCTOBER 4, 2019

Dealing with human beings is one of the biggest downfalls of the customer service industry. What do we mean by that? Consider how many times you’ve seen someone get upset at a retail worker or food service professional over something relatively minor, watching as the employee did their best to defuse the situation. It seems that some people are just easily upset by anything less than ideal service.

Personalization 40

Personalization Customer Service Call Center Management 40

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals.

Benchmark 301

Benchmark Feedback Customer retention Consulting 301

Contact Center Pipeline

OCTOBER 4, 2019

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […].

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Management Contact Center Call Center 124

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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.

NICE inContact

OCTOBER 4, 2019

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics. Let me tell you why, but before that, have a look at what I mean by “Mobile” in this context.

Airlines 55

Airlines Benchmark Metrics CRM 55

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is where you make your brand promise, aka your value proposition. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

GetFeedback

OCTOBER 4, 2019

How to use survey data collection to optimize your customer experience (CX) across all departments within your organization.

Surveys 60

Surveys Customer Experience 60

AnomalySquared

OCTOBER 4, 2019

Lead generation typically entails a lot of trial and error, but with these 5 easy steps you can be generating leads for you and your business like a pro! The infographic below gives you 5 easy steps to get and keep mortgage leads!

Sales 48

Sales Management 48

Contact Center Geek

OCTOBER 4, 2019

For the second time, I am excited to be a judge for Customer Contact Central Awards. Here’s the video we did as part of their judge spotlight. The 2019 Customer Contact Central Awards Judge Spotlight from Shelley Trout on Vimeo. Permalink.

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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

Surveys

Jon Arnold

OCTOBER 4, 2019

Aside from writing and podcasting, I do my share of webinars, and it’s time for the next one. I do these fairly regularly with Ziff Davis/Toolbox.com , and this time around, the focus will be on the major challenges facing businesses as they look to deploy some form of collaboration solution. The choices are vast, and the use cases are many, but most businesses don’t take a strategic approach to collaboration.

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Noble Systems

OCTOBER 4, 2019

Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. While these revolutionary technologies have been alive and well for years, grand proclamations about their impact typically lack near-term applications that support such a position. Analyst Michael Finneran’s most recent article in BC Strategies paints a different picture, detailing the rise of real-world implementations and the benefits of AI and real-time analytics for customer inter

Contact Center 49

Contact Center Analytics Metrics Technology 49

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out.

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Consulting Consulting Customer retention Customer Experience 54

Jon Arnold

OCTOBER 4, 2019

Yesterday’s RingCentral analyst day sure was eventful, and I’ll have more to say about that in a follow on post. For now, it’s time to pack and head to the airport for my flight back. The partnership with Avaya was the big story, so you won’t have to look far for commentary, and I’ll be adding my thoughts in a few different places. For now, I’m just going to share some photos, and the rest will come over the next few days.

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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

Enghouse Interactive

OCTOBER 4, 2019

Visit us at kiosk #507 to find out how. Click here for discounted tickets! Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. When you think about it, they are getting a steady stream of new information from an unbiased focus group. This data – both individualized as well as aggregated – provides the organization with verifiable truths.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

MicroAutomation

OCTOBER 4, 2019

Recently my family and I returned from a 7-day adventure to what some call “one of the happiest places on earth” After returning to the MicroAutomation office from holiday, it hit me how proud I am to be a part of a team of professionals that are committed to go To Infinity And Beyond each […].

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Squelch

OCTOBER 4, 2019

October is a month filled with things to celebrate … from apple picking and leaves changing colors to the return of pumpkin-flavored treats at cafes and grocery stores. In addition to enjoying these fall favorites, autumn is the perfect time to honor the contributions of customer experience (CX) professionals. That’s why it should come as no surprise that two annual occasions celebrating these hard-working heroes — CX Day and National Customer Service Week — happen in October.

Customer Service 40

Customer Service Feedback Metrics Customer Experience 40

CSM Magazine

OCTOBER 4, 2019

Kate Pioryshkina, Sales Manager at Iflexion takes a close look at how AI is transforming the ecommerce customer experience. Many online retailers are already making use of the AI capabilities built into ecommerce platforms (for example, SAP Customer Experience or Salesforce Commerce Cloud). Personalization, customer relationship management, and inventory control are some retail elements benefitting from AI today.

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Personalization Chatbots Engineering Sales 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

delighted

OCTOBER 4, 2019

Who doesn’t want to grow their business? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to new audiences and prospects. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers.

Marketing 40

Marketing Customer Experience Surveys Self service 40

CallSource Insights

OCTOBER 4, 2019

As an industry that helps people in a very personal way, hearing offices should aim to be personable in every aspect of their brand. This includes putting a real voice to the brand name online – whether that be on the website or by responding to online reviews. While it is true that the majority of hearing aid wearers are in older generations, that does not mean that they aren’t looking on the internet or paying attention to office’s online reviews for their needs.

Personalization 40

Personalization Management 40

LiveVox

OCTOBER 4, 2019

Reduce Engagement Costs with True Omnichannel TDECU, the largest credit union in Houston and the 4th largest in Texas, with over 260,000 members found: “Nobody touches our members or impacts the profitability of my organization more than LiveVox. It’s low cost, highly effective, easy to use, and lets me focus on teaching my staff how. The post 5 ways Credit Unions Reduce Engagement Costs with True Omnichannel appeared first on Livevox.

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ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers.

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Upselling Accountability Metrics Customer centricity 40

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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Cyara

OCTOBER 4, 2019

In my last blog post , I focused on how Cyara Accelerator for Amazon Connect helps companies achieve both speed and quality in their initial migration to Amazon Connect, and in their ongoing development on their new platform. In today’s post, I want to turn my attention to monitoring your CX after you’ve gone live.

Interactive Voice Response 10

Interactive Voice Response Contact Center Call Center Customer Experience 10

GetFeedback

OCTOBER 4, 2019

Survey data collection might not seem like a revolutionary or groundbreaking business practice but in an economy that’s increasingly being driven by customer experience (CX) it’s one of the most important things an organization can do. How else are you supposed to know what your customers think about your product or service? And by think I mean more than just vague concepts like they love it , but more concrete and useful things like: What feature do they value most?

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Surveys Feedback Benchmark Education 60