Thu.Jan 10, 2019

How Does Mental Accounting Influence Customer Experience

Beyond Philosophy

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? Save it? Give it to charity? Not a chance.

Top 9 Customer Service Trends to Watch in 2019

ProProfs Blog

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year.

Build a Better Customer Experience – Tips from CX Experts

Peter Lavers

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! .

Are You Sure Your Contact Center Is on Solid Ground?

Contact Center Pipeline

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Top 5 Reasons Your Business Website Needs a Help Desk Software

ProProfs Blog

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.

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Must-Have Features in a Help Desk Ticketing System

ProProfs Blog

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?

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Hiring Trends That Will Shape 2019

Branch Mesenger

The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend.

How Much Is A Business Phone Line?

Nextiva

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? appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

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Why growing support teams should focus on one channel not many

UJET

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Wasn’t 2018 supposed to be the year of the chatbot? What happened?

InTheChat

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. Chatbots Contact Center customer experience digital customer care digital customer service digital strategy

The 3 Pros and Cons of Outsourcing Your Call Center

Fonolo

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.

Hiring Trends That Will Shape 2019

Branch Mesenger

The world of work is changing very quickly. Over the next few weeks, we’ll be examining some of the trends that are currently impacting the workforce, from hiring to the impacts of artificial intelligence. Every Thursday, we’ll be publishing a new article on a different workforce trend.

Experts share top cybersecurity predictions for 2019

Nuance

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

4 Features Your Digital Customer Engagement Platform Must Have

Totango

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.

How to Set Up a 24-Hour Support Operation Your Customers Will Love

Kayako

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.

Beginning Client Communication Tips [8 Helpful Tips]

The Center for Client Retention

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.

Uncanny Valley: The Dark Origins of the Robot

Inbenta

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

My fifteen-year journey with Dragon

Nuance

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.

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Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star

AskNicely

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. More Retention.

Call Center Agent Attrition: Your Biggest Threat

CustomerServ

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

Industry Leaders Agree: Support Is a Revenue Generator, Not a Cost Center

Guru

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.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Selecting the Right Quality Monitoring Solution Can Vastly Improve Customer Satisfaction Rates

Etech GS

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.

Are calibration sessions necessary in an AQM environment?

DMG

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.

The Surprising Reasons Why Video is Better Than Hiring a Trainer

Toister Performance Solutions

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.

How to handle user input with ASP.NET Core

Nexmo

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.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Steps to More Efficiently Manage a Contact Center

City Communications

​ 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.

Digital transformation technologies for banking pioneers

TELUS International

Discover four technologies leading the digital enablement of the financial services industry

Artificial Intelligence Can Lead to More Engaged Contact Center Agents

City Communications

Your contact center agents face a challenge that is difficult for you, as their leader, to relieve. It’s boredom.