TeamSupport

JULY 26, 2019

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in the B2B (business-to-business) industry where the average customer value is higher and business relationships matter more. Sometimes waiting on hold for a half hour may be because of understaffing. But, other times it’s simply due to an inefficient customer service team.

B2B 70

B2B Customer Service Morale Customer retention 70

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you. Basically, each one of us wants slightly more bang for their buck.

Customer Experience 288

Customer Experience Feedback Customer centricity Customer retention 288

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve

Customer emotions 285

Customer emotions Consulting Consulting Customer Experience 285

JustCall

JULY 26, 2019

Everyone from startups to corporate giants is getting increasingly excited about hiring remote workers. There has been quite a leap in the number of remote workers being hired all across the globe. . However, even with a sharp jump in this number, there are still numerous employers wary about hiring remotely. While some are uncomfortable with not having their employees working in an office space where they can keep an eye on them constantly, others are concerned about the remote workers not actu

Morale 66

Morale Metrics Management Personalization 66

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Jon Arnold

JULY 26, 2019

I attended the middle two days of this event in Newark, and there was plenty to see. Plenty new, plenty interesting, and plenty to talk about. Definitely an adjacency in this emerging ecosystem to collaboration - you wouldn’t normally associate these two worlds at face value - and that’s why I was there, to help bring the enterprise perspective. Before the week is out, I only have time to share some photos, but more is coming.

Enterprise 64

Enterprise 64

NICE inContact

JULY 26, 2019

Chatbots are coming. Consider these stats*: 4 minutes is the average time savings with a chatbot enquiry vs. a traditional call $0.70 is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service.

Contact Center 55

Contact Center Interactive Voice Response Chatbots Banking 55

HelpCrunch

JULY 26, 2019

TED proudly carries its ambitious slogan – Ideas Worth Spreading – for 35 years. Over the decades, the conference has achieved global recognition and from the initial focus on technology has grown into a forum [ … ]. The post 13 Insightful TED Talks on Great Customer Service to learn from appeared first on HelpCrunch blog.

Customer Service 54

Customer Service Technology 54

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? Huge investments? Lots of additional resources? Think again. Adding AI actually doesn’t require a big investment or big changes to deliver a big return. Explore why in our latest whitepaper, AI for CX: Practical Investments, Proven Return. With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make p

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

InGenius

JULY 26, 2019

A long time ago in a galaxy. well, right here, InGenius Software was created to meet an industry gap for computer telephony integration, also known as CTI. As a software developer, I've seen how hard all the employees work to make the best product they can. I work alongside amazing senior developers who always seem to have the answer to my problems.

Engineering 48

Engineering Enterprise Contact Center Sales 48

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Global Response

JULY 26, 2019

When evaluating the roles of an inbound vs outbound call center, it’s key to understand the differences, why they matter, which you need and how to leverage them to maximize revenues and more. The post Inbound vs. Outbound Call Center: Which one Does my Company Need? appeared first on Global Response.

Call Center 48

Call Center 48

Talkdesk

JULY 26, 2019

Woof! . This is Caramel, and I am here to end your contact center dog days. I am back for my third post with some more tips on how you can create amazing customer experiences that will transform your contact center. . Update your IVR system. I don’t actually have a phone or understand what this means (because I am a dog), but have you tried calling your own customer service line and listened to the automated message?

Contact Center 42

Contact Center Customer Experience Interactive Voice Response Personalization 42

pindrop

JULY 26, 2019

Across the board, insurers found they were experiencing a huge uptick in fraud. As insurers (and other enterprises across industries) invest in technology to prevent and detect fraudsters from hacking their way into accounts, the fraudsters invest their time in researching and scheming ways to get around it. Fraudsters are becoming more sophisticated, moving their targets away from common account values to going after high dollar accounts that are valued at half a million dollars. .

Enterprise 40

Enterprise Accountability Engineering Technology 40

Uniphore

JULY 26, 2019

Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen.

Customer Service 40

Customer Service 40

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

Stratifyd

JULY 26, 2019

Focus. To analyze omni-channel customer feedback pertaining to CX to identify and understand pain points, and to fuel competitor analysis efforts. Partnership With Stratifyd. This company sought our help to improve CX. Though omni-channel data was ingested and analyzed, the company decided to focus on mobile app reviews and social data. Our platform was able to deliver the same insights that took its analysts months to uncover, in minutes.

Best practices 40

Best practices Feedback Contact Center Customer Experience 40

Integrity Solutions

JULY 26, 2019

When call center and customer service teams are trained to recite from a script, they spend more time talking about products than listening for cues, asking the right questions and creating true customer engagement. Each year, Customer Contact Week (CCW) provides a good opportunity to get a pulse of the trends, possibilities and challenges of leading contact centers and customer experience organizations.

Coaching 67

Coaching Scripts Contact Center Call Center 67

ChurnZero

JULY 26, 2019

Moving away from Customer Support and into Customer Success often brings up a number of different questions. How is Customer Support different than Customer Success? How do your Customer Success Manager’s prioritize their day? How can you most effectively manage the day-to-day without getting off track? To help answer these questions we hosted a well-attended webinar last week to focus on helping you to guide your Customer Success team to more easily lead, prioritize, and manage their book of bu

Management 61

Management SaaS Metrics Sales 61