Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
Contact Center Pipeline
JANUARY 10, 2019
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships. Contact centers must operate on solid ground or they will crumble. The result is increased costs […].
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Peter Lavers
JANUARY 10, 2019
Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! . Each contributing author – including my fellow IBM Futurist Shep Hyken – has shared their tried and tested secrets for building that rare combination of happy agents and loyal cu
Customer Contact Central Submitted Articles
JANUARY 10, 2019
Whatever industry your business is a part of, here’s a simple strategy to turn classic “customer experience” theories into a practical approach to Wow your customers.
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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.
Avoxi
JANUARY 10, 2019
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nextiva
JANUARY 10, 2019
There are a million ways to communicate with your customers these days, but voice communication is still a step above all the tweets and chat boxes out there. That’s why a business phone line is so important. Being available to answer questions or assist with issues on the phone can make all the difference to […]. The post How Much Is A Business Phone Line?
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
Fonolo
JANUARY 10, 2019
Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. Almost any element of a company can be outsourced, anything from data entry to graphic design. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers.
ProProfs Blog
JANUARY 10, 2019
Gone are the days when companies could ignore the value of customer support. Customers today are highly demanding and look for instant help. They hate to wait when they have to get their problems resolved. Humans in your customer support team are increasingly finding it difficult to delight your customers. This is why you need another member of the team who makes their life easy.
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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
InTheChat
JANUARY 10, 2019
In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018. The post Wasn’t 2018 supposed to be the year of the chatbot? What happened? appeared first on InTheChat.
ProProfs Blog
JANUARY 10, 2019
Are you proud of your customer service? Do you always have happy customers? Are your agents not overloaded with piles of tickets demanding immediate resolution? If your answers to these questions are a “No”, it is high time you employ in your business – a customer support tool, such as help desk ticketing software. Operational efficiency matters the most in customer service.
Nuance
JANUARY 10, 2019
Last year printer security captured our collective attentions as HP held the first bug bounty program for printer security, researchers showed that a fax number is all an attacker needs to exploit the vulnerabilities in our networks and hackers made printers into advertising machines. Organizations are quickly realizing that they can no longer ignore […] The post Experts share top cybersecurity predictions for 2019 appeared first on What’s next.
CustomerServ
JANUARY 10, 2019
Lately, it seems that call center leaders have been thoroughly absorbed with artificial intelligence and the marketing hype that promises to replace human call center agents with robots. However, there is a more pressing concern facing the call center industry today— agent attrition.
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.
Nexmo
JANUARY 10, 2019
This is the fourth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to Receive a Phone Call with Nexmo Voice API, ASP.NET Core and NancyFX. This is a great start, but in a real life scenario we expect some sort of interaction with the caller. Maybe […]. The post How to handle user input with ASP.NET Core appeared first on Nexmo.
Inbenta
JANUARY 10, 2019
In today’s age of modern technology, we’re presented a limited, marketable spectrum of what robots can be: helpful, futuristic, profitable, and sometimes cute. However, the underlying concept of service bots predates the business goals of the Fortune 500, and is deep rooted in literature and mythology. What does the word “robot” mean? The term “robot” comes from the Czech term “robotnik,” meaning “slave.
City Communications
JANUARY 10, 2019
The best contact centers aren’t just focused on technology — they’re putting a lot of effort into making sure management knows what they’re doing, how they’re doing it, and how to support their workers in the most productive manner possible. It’s not easy to manage a contact center, but with the right approach and the best tools, yours can be highly productive.
Totango
JANUARY 10, 2019
At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. Customers will see the value in their purchase, and you’ll grow a more valuable brand.
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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.
Customers That Stick
JANUARY 10, 2019
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Nuance
JANUARY 10, 2019
At only 21 years old, living with a disability in a developing country (Nairobi, Kenya), the chances that I would ever live a close to normal life seemed slim. Just before I joined University, I was involved in a road crash where I sustained a spinal cord injury which left me quadriplegic – paralyzed from […] The post My fifteen-year journey with Dragon appeared first on What’s next.
Etech GS
JANUARY 10, 2019
If you’re in need of a solid strategy to boost your customer satisfaction rates, one of the best ways to do so is with a quality monitoring solution. Call center quality monitoring benefits customers, call center representatives and businesses, making it a winning situation for everyone involved. Before implementing such a solution in your business model, you should first have a solid grasp of the overall benefits of quality monitoring and why quality monitoring is so effective when it comes to
City Communications
JANUARY 10, 2019
Your contact center agents face a challenge that is difficult for you, as their leader, to relieve. It’s boredom. While every manager wants a team that’s engaged and excited to be at work every day, there’s an inherent difficulty with contact center agents because what they do much of the time is routine and tedious. From answering simple questions to assisting with the payment of invoices and reordering, the calls that contact center agents field all begin to sound alike.
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!
The Center for Client Retention
JANUARY 10, 2019
Today we are excited to share with you a guest post by Danielle Adams. Mastering good client communication is the first step to a great relationship, but it’s also important to show client appreciation through gifts, letters, and thoughtful activities. Check out these great client communication tips and show your clients how much you care about them and the business they provide.
TELUS International
JANUARY 10, 2019
Discover four technologies leading the digital enablement of the financial services industry.
Kayako
JANUARY 10, 2019
As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change , too. Like when you enter new global markets and, suddenly, your team has to grapple with language and cultural barriers.
Guru
JANUARY 10, 2019
Support has gone through a noticeable evolution in recent years. While traditionally viewed as a department that racks up costs, industry-leading organizations have begun recognizing opportunities for their support teams to actually generate revenue. We at Guru have had some great conversations recently with thought leaders in the customer experience space and beyond, and the same theme kept coming up: support is an underutilized means to drive revenue.
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
Toister Performance Solutions
JANUARY 10, 2019
I typically have a lot of conversations with customer service leaders this time of year who want to hire me to conduct training for their team. I almost always try to talk them out of it. Yes, I realize I'm talking myself out of paying clients. But my goal in these conversations is to be helpful. The surprising truth is video is usually much more effective than hiring an external consultant for frontline customer service training.
DMG Consulting
JANUARY 10, 2019
Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration.
bold360 Blog
JANUARY 10, 2019
So here we are, 2019. It’s not quite the future many sci-fi movies predicted (thankfully, in most cases), but as tradition, the start of a new year begins with a look into how we think the world will be different over the next 365 days. I’ve already provided my overall predictions around AI in 2019 , but another area I think we’ll see a dramatic shift away from the status quo is in how customer service teams work overall and, fundamentally, how they approach and grow in thei
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