HGS

JUNE 28, 2018

Assessing Your Outsourcing Services Maturity. By Donna Martin, Senior Vice President, HGS Healthcare. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans. These partnerships speak to the dramatic shifts in how health plans are sold and purchased today, but also to the maturity of the business process outsourcing (BPO) industry itself.

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outsourcing Healthcare Business Process Outsourcing Strategic Value 130

Contact Center Pipeline

JUNE 28, 2018

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in Nashville to share news and views from the event in her blog series. If you missed it, be sure to check out the links below for great WFM tips and insights. […].

Contact Center 100

Contact Center Call Center Management 100

Genroe

JUNE 28, 2018

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult. It is especially so if you are trying to prove it before your organisation has implemented any changes. One way to prove the value of NPS® is to use external success stories and case studies to show what has […]. The post Net Promoter Score® Success Stories and Case Studies appeared first on Genroe.

Management 108

Management 108

aircall

JUNE 28, 2018

The topic of outsourcing customer service can be a difficult conversation to have for a few reasons. Aside from being a universal-punching bag for politicians, it can seem like a huge undertaking, especially for young companies. You may be asking yourself: Is it really necessary? Will I regret this move? Is it too much too soon? Will my customers notice and revolt?

outsourcing 96

outsourcing Customer Service Call Center Wait times 96

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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.

Totango

JUNE 28, 2018

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus

Engineering 92

Engineering Enterprise Technology Marketing 92

NICE inContact

JUNE 28, 2018

The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.

Contact Center 72

Contact Center Enterprise Marketing Sales 72

Mindtouch

JUNE 28, 2018

Our recent webinar, Agile Knowledge Management for Support, generated plenty of conversation. David Kay and our own Bonnie Chase dug into new approaches to Agile knowledge management and how those impact knowledge-centered service (KCS ® ) methodology. As it turns out, Agile support and KCS methodology are related in many ways, iteration, prioritization and team centricity principal among them.

Customer Support 71

Customer Support Customer effort Metrics Management 71

Ian Jacobs

JUNE 28, 2018

The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, and Verint. Based on our comprehensive criteria, Forrester identified CallMiner and NICE as Leaders in the space today.

Analytics 67

Analytics Marketing 67

Customer Experience Matters

JUNE 28, 2018

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization: They stay late at work if something needs to be done They help other people Do good things for the company, even when it’s no

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Employee engagement Scripts Customer Experience 66

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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

Zingtree

JUNE 28, 2018

Do your agents strictly follow the call script and stay unshakable in what to say next when they receive an answer form a prospect or a client? Or, do they remain flexible, use a call center script as a handy helping tool, and react to the responses according to the situation? The best call script techniques are ones that work best for a particular agent and brings in the most appointments, scheduled demo calls, and sale deals.

Scripts 61

Scripts Call Center Sales outsourcing 61

C3Centricity

JUNE 28, 2018

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!

Marketing 59

Marketing Consulting Consulting Analytics 59

Fonolo

JUNE 28, 2018

“IVR.”. *Shudder*. Even the mere mention of the acronym is enough to make one cringe. We’ve all had less-than-stellar experiences interacting with a robotic, impersonal interactive voice response. Be it the endless menus, the hunting and pecking for options on the keypad, and worst of all, the failure of the system to understand your request, is enough to drive even the calmest person crazy.

Interactive Voice Response 52

Interactive Voice Response Call Center Morale Analytics 52

C3Centricity

JUNE 28, 2018

What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?

Marketing 54

Marketing Consulting Consulting Analytics 54

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

Toister Performance Solutions

JUNE 28, 2018

Can you spare five minutes a day to improve crucial skills? That's the premise behind Highbrow , a service that features more than 2,500 training courses on topics ranging from personal growth to business skills. Each one is delivered via a series of 10 daily emails. I've recently partnered with Highbrow to launch a new course, How to Serve Upset Customers.

Customer Service 51

Customer Service Best practices Feedback Personalization 51

Aspect

JUNE 28, 2018

It’s safe to say that the World Cup creates a sense of excitement across the nation, with brands all over the world looking to cash in on the action, using it as a way of promoting particular products or offers. Similarly, it provides an opportunity for people to get behind their chosen team and enjoy one of the globe’s most eagerly anticipated events.

Surveys 51

Surveys Technology Sales Customer Service 51

Totango

JUNE 28, 2018

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Customer vision.

Engineering 48

Engineering Enterprise Technology Marketing 48

Aspect

JUNE 28, 2018

Today we officially launched part one of our 2018 Agent Experience Index. The Agent Experience Index looks at customer service agents across all demographics and examines their job satisfaction, engagement, ability to provide great customer experiences, and more. A summary of the data can be found in the infographic below but you can download the full report here: 2018 Aspect Agent Experience Report.

Customer Service 51

Customer Service Customer Experience Surveys 51

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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

Bright Pattern

JUNE 28, 2018

As more financial service providers move to the cloud, they are looking for sophisticated omnichannel technology to improve ROI and digitally transform their customer communications. Whether you are a bank, brokerage firm, credit union, or other financial service provider, you can provide best-in-class customer service with omnichannel contact center technology.

Customer Service 52

Customer Service Banking Contact Center Technology 52

Ian Jacobs

JUNE 28, 2018

The recently published report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” report identified the 11 most significant players in this market: Aspect, CallMiner, Clarabridge, Cogito, Genesys, Invoca, Mattersight, NICE, OpenText, Tethr, and Verint. Based on our comprehensive criteria, Forrester identified CallMiner and NICE as Leaders in the space today.

Analytics 48

Analytics Marketing 48

West

JUNE 28, 2018

Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire. In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages.

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Self service Customer Service Interactive Voice Response Contact Center 48

CustomerServ

JUNE 28, 2018

In Part 1 of this article series , we looked at the challenges and common perceptions about nearshoring and offshoring call centers. Let’s continue that conversation by focusing on how to mitigate some of the concerns that bubble up when you are considering outsourced call centers that are located outside of the USA.

Call Center 48

Call Center outsourcing 48

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!

Feedback

Jive

JUNE 28, 2018

Across all industries, seamless coordination and efficient communication are critical to achieving success. However, despite best efforts to streamline these elements of the business, small businesses still face common communication issues. Recognizing what these challenges are is the first step towards addressing them. Take a look at the following four communication issues to find out what you can do to solve the. #1.

voip 50

voip Personalization Technology Management 50

Playvox

JUNE 28, 2018

There is always room for improvement when it comes to creating an amazing customer experience. With all the different touch points a customer can use to connect with your brand, every channel becomes an opportunity to delight and impress.

Call Center 41

Call Center Customer Service Customer Experience 41

ClientSuccess

JUNE 28, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Best practices 40

Best practices SaaS Metrics Management 40

Infinity

JUNE 28, 2018

Last week’s Cannes Lions festival celebrated the best achievements of the creative and marketing industry. It may have been a shorter festival this year but the quality was still high, with winners coming from a variety of industries. Check out some of our favorite campaigns from the festival, and maybe be inspired to enter next year. Nike - 'Nothing Beats a Londoner'.

Automotive 40

Automotive Sales Marketing Technology 40

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

iCiDIGITAL

JUNE 28, 2018

To call a partnership successful, most companies would measure only the outcome to deem it beneficial. But how many organizations put an emphasis on the journey, the team work, and the collaboration? As part of the Leadership Team at iCiDIGITAL, we put a priority on succeeding at the beginning, the middle, AND in the future of a partnership with every one of our clients.

Consulting 40

Consulting Consulting Best practices Technology 40

RichCall

JUNE 28, 2018

FinancesOnline had recently reviewed RichCall and found it amazing enough to give it a Great CX and Rising Star awards: FinancesOnline is one of the leading websites that provides expert analysis on B2B software solutions. Aside from reviewing software solutions and providing detailed software comparisons, they also have informative articles to help users fully understand a certain niche, such as the best live chat software.

B2B 40

B2B 40

EPIC Connections

JUNE 28, 2018

It’s no surprise that Justin Gregory’s personal theme song is the 1982 smash hit “Eye of the Tiger” by American rock band, Survivor. Much like the Rocky III movie that the song characterizes, Justin loves the thrill of the fight and consistently rises up to the challenge of his rivals. Known for negotiating killer deals at the car dealership, this meat lover and California kid has an unquenchable thirst for a challenge and prefers adventure garnished with a dash of adrenaline.

Personalization 28

Personalization Customer Experience 28