HelpCrunch
MAY 10, 2019
If you were ever asked for a refund or had to report a feature request, you probably work in customer service or have talked to your customers once or twice. And you know the pain [ … ]. The post 11 customer service scenarios and how to use them appeared first on HelpCrunch blog.
ShepHyken
MAY 10, 2019
This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. Customer service offers more than just an avenue for your clients to show their support or grievance; it also helps attract new buyers and retain existing ones.
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TeamSupport
MAY 10, 2019
It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?
Beyond Philosophy
MAY 10, 2019
We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in the improbable event that we will win. In other words, we are terrible at estimating the probability of unlikely events, for good or ill.
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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.
OctopusTech
MAY 10, 2019
Customers these days have high expectations and it impacts your customer experience management. Somewhere your business design is matter in this case. As if you are dealing in B2B your marketing methods are different and when you deal with a customer, the method you used is different. By using different methods and strategies, whatever customer experience or CX you gain affect your business differently.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
MAY 10, 2019
As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building.
Customercount
MAY 10, 2019
I had the pleasure of attending the Cooperative Association of Resort Exchangers (C.A.R.E.) conference this week in my hometown of Indianapolis. I came away with 10 distinct impressions. Continue reading → The post 10 things I learned at the C.A.R.E. Conference appeared first on CustomerCount.
ChurnZero
MAY 10, 2019
Top 10 Customer Success Takeaways from TSW 2019. Earlier this week we had the opportunity to attend and sponsor the TSIA Technology & Services World (TSW) conference in sunny San Diego. This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Attendees got the chance to gather for three days to learn the latest industry trends and discover new products and services that can help them streamline their operations.
Ameyo
MAY 10, 2019
For businesses grappling with the customer experience and agent experience, it is almost a daily struggle to deal with customers who have no to zero attention spans and are not patient enough to share details such as Email D or Order ID. Thankfully, Ameyo Emerge and Freshdesk Mint have come to the rescue of such … Ameyo Emerge and Freshdesk Mint Integration – The Why and How of it Read More » The post Ameyo Emerge and Freshdesk Mint Integration – The Why and How of it appeared first o
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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
delighted
MAY 10, 2019
Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights.
NICE inContact
MAY 10, 2019
Chief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives. They expect to see a solid business case with a strong, defensible return on investment (ROI). When Valvoline looked into centralizing the inbound calls that its 1,300 retail locations were handling, the business case almost wrote itself.
Global Response
MAY 10, 2019
Global Response is Exhibitor 521 in Expo Hall, and an ICMI Awards finalist The ICMI Contact Center Expo is coming to the Fort Lauderdale area soon – the conference is at the more. The post ICMI Contact Center Expo features 75+ sessions appeared first on Global Response.
Nuance
MAY 10, 2019
Imagine that you are a busy professional whose very long days are packed with a mix of routine and critical time-sensitive tasks, each of which requires close attention and thorough and accurate paperwork. One day you learn that powerful new tools can help you get more work done in less time with improved quality and […] The post A Real View: the last mile in implementing AI appeared first on What’s next.
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.
Talkdesk
MAY 10, 2019
The “future call center” is no longer just an abstract theory. AI, machine learning and automation have brought the future to the present and call center leaders who want to keep their businesses competitive in today’s economy must adopt the technology that will enable them to provide truly innovative customer experiences. Sheila McGee-Smith of McGee-Smith Analytics and Patrick Russell, Principal, Product Innovation Marketing at Talkdesk, joined together in a recent webinar to discuss the five m
ClientSuccess
MAY 10, 2019
We’re excited to unveil the new logo of the CS100 Summit. The new logo incorporates our mission to build global customer success leadership summits with the best content, the best experiences, and the best connections. The CS100 Summit is the premier conference for customer success executives & SaaS leaders. Customer success leaders and SaaS executives come from all over the world to experience the magic of the CS100 Summit.
delighted
MAY 10, 2019
Once you’ve designed and distributed your customer survey, the next step can be the most exciting part of the process: watching the responses roll in. Unfortunately, the reality is that you may not get as many responses from your first survey project as you would like. This low survey response rate can lead to concerns over unreliable feedback or a lack of helpful customer insights.
LiveChat
MAY 10, 2019
Business ideas require effective actions to become a reality. Obviously, everyone wants to earn cash from their ideas. But who says that you have to spend hundreds and thousands of pounds on buying a piece of land and then converting it into your shop when you can easily do it online! So, if you have an idea or a product which you think is beneficial for other people, then go through this article and learn how to set up an online store.
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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.
Squelch
MAY 10, 2019
As indicated by this comic , it’s easy to make fun of instant gratification. But it’s an understandable desire that can serve people quite well. “It’s a natural human urge to want good things and to want them NOW,” explains the Positive Psychology Program. “It has almost certainly provided an evolutionary advantage for humans and their ancestors, as life for pre-modern humans hinged on decisions made and actions taken in the immediate far more than those intended for long-term gain.
Calabrio
MAY 10, 2019
Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. However, as we found in our Danger of Digital report , while 93 percent of customer experience leaders believe delivering a seamless, quality experience is imp
Whitepages Pro
MAY 10, 2019
With nearly every U.S. company feeling the effects of regulations like GDPR and the Canadian Anti-Spam Law (CASL), the time is ripe for a similar regulation to go into effect in the U.S. We’re starting to see this at the state level, where eleven states are considering—and one has passed—comprehensive data privacy acts of their own. California, ever the trendsetter, passed the California Consumer Privacy Act ( CCPA ) in 2018; the regulation is set to go into effect January 2020.
Advantage Communications
MAY 10, 2019
In the modern business world where competition is extremely fierce across all industries, high-quality customer service can make the difference. Delighting your customers at every touchpoint will not only ensure they’re loyal to your brand, but will encourage them to become proactive advocates of your company. But what happens when you don’t have the expertise or manpower to offer the customer experience (CX) that consumers have come to expect?
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!
Whitepages Pro
MAY 10, 2019
With nearly every U.S. company feeling the effects of regulations like GDPR and the Canadian Anti-Spam Law (CASL), the time is ripe for a similar regulation to go into effect in the U.S. We’re starting to see this at the state level, where eleven states are considering—and one has passed—comprehensive data privacy acts of their own. California, ever the trendsetter, passed the California Consumer Privacy Act ( CCPA ) in 2018; the regulation is set to go into effect January 2020.
NICE inContact
MAY 10, 2019
NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels.
Nexmo
MAY 10, 2019
In this walkthrough, we are going to create a Ruby on Rails conference call application that utilizes the Nexmo Voice API. Within the Nexmo documentation, a conference call is also referred to as a conversation , and we will be using these terms interchangeably. You can find the full working code for this sample on GitHub. Prerequisites. To work through this tutorial, you will need a Nexmo account.
ProProfs Blog
MAY 10, 2019
You have heard the phrase “ worth their weight in gold ” , haven’t you? Why do you think it exists? Gold has a strong universal appeal. It is bright, shiny and rich in its color. There’s something to the way it looks that makes us want to have a piece of it. Although used in various other forms, prominently gold is just loved as an ornament. After all, it is one of the most appealing and valuable assets in the world.
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
Nexmo
MAY 10, 2019
In this walkthrough, we are going to create a Ruby on Rails conference call application that utilizes the Nexmo Voice API. Within the Nexmo documentation, a conference call is also referred to as a conversation , and we will be using these terms interchangeably. You can find the full working code for this sample on GitHub. Prerequisites. To work through this tutorial, you will need a Nexmo account.
CallSource Insights
MAY 10, 2019
One of the best ways to learn is to teach – like speaking for a room full of PPC nerds at one of the largest digital advertising conferences in the world. Every story has a beginning, middle, and an end. This one starts over a year ago when I learned that I could select two conferences to attend in 2018 in order to build my networking, to stay ahead of the trends in my marketing specialties (acquisition and analytics), and to bring back what I discover for our team.
Avaya
MAY 10, 2019
Increased consumer expectations are a facet of the digital transformation our world is experiencing. Consumers are adept at accessing more information and services online, from checking into flights to paying parking tickets, viewing children’s report cards to scheduling a ride across town. Dramatic developments in communication technologies – mHealth, mobile phone apps, email notifications, online chat – have created an expectation of instant access across the consumer spectrum, including healt
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