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.

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.

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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.

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.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

How to Wow Your Customers: From Theory to Practice

Angela Yurchenko

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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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! .

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.

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.

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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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

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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Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines

Avoxi

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. Q1:… The post Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines appeared first on AVOXI. Othe

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.

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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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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

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

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.

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

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 Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

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.

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.

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.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.