Callminer

JUNE 12, 2019

Best practices 186

Best practices Scripts Call Center 186

CrazyCall

JUNE 12, 2019

To make an effective business or sales call you need much more than just a basic set of telephone skills. In fact, making business over the phone requires you to master a handful of qualities which later on – when put in use – will help you turn every call into a closed deal. To help you acquire all of the essential telephone skills that you’ll need to carry out successful business calls we’ve created a list of 13 most important telephone skills.

Scripts 90

Scripts Wireless Sales Feedback 90

Unymira

JUNE 12, 2019

Since the first machines were invented, humans have looked to shift recurring tasks to them.

Contact Center 68

Contact Center Chatbots Customer Service 68

ShepHyken

JUNE 12, 2019

In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.

Customer Service 297

Customer Service Personalization Customer Support 297

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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.

Contact Center Pipeline

JUNE 12, 2019

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new workers who bring with them alternative thinking and work habits, new research and expert direction can help call center managers prepare now to create a welcoming environment. My company recently conducted […].

Call Center 124

Call Center Management Coaching Contact Center 124

Eptica

JUNE 12, 2019

Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?

Journey mapping 122

Journey mapping Feedback Surveys Metrics 122

Fonolo

JUNE 12, 2019

While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.

Abandon rate 99

Abandon rate Call Center Contact Center Education 99

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?

Surveys 79

Surveys Feedback Benchmark Education 79

Mindtouch

JUNE 12, 2019

Are you familiar with McKinsey Loyalty Loop ? It diagrams—from the company’s perspective —how customers go through the process of buying things. Anything. Now, we all intuitively know and live this process and the stages that comprise it. It starts with an initial set of brands to consider, followed by an active evaluation of their products and options, that leads to the moment of purchase.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

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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

Calltools

JUNE 12, 2019

Things change quickly in the world of sales. Until recently, you had a good chance of reaching someone on a landline with a phone call. However, now that smartphones are everyone’s new best friend, landline phones are losing their relevance. In 2004, more than 90% of households in the U.S. had an operational landline phone – now it’s less than 50%.

Sales 75

Sales Best practices Personalization Marketing 75

Influitive

JUNE 12, 2019

Tell me if this sounds familiar: You get a request for a reference, guest speaker, or success story. You scan your list, realize it’s incomplete, and jog over to your customer success team to ask, “Hey, know anyone who’d be a great fit?” If that’s you, you’re limiting the quality and diversity of your advocates, The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.

Enterprise 72

Enterprise B2B Marketing 72

Whitepages Pro

JUNE 12, 2019

Whitepages Pro has spun off from the direct-to-consumer operations of Whitepages.com. As a new, independent company, we continue to focus on our global identity verification solutions and have decided to change our name to Ekata , which is Sanskrit for unity, identity, and oneness. We’re still the same innovative, customer-centric, data-driven company you’ve come to know, but with a new name and brand.

Engineering 66

Engineering Customer centricity APIs Feedback 66

5CA

JUNE 12, 2019

The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?” Given that labor costs can account for up to as much as 70% of total business costs , such as employee wages, benefits, payroll, and other related taxes, it always surprises me that Workforce Management is still not a widely recognized industry.

Management 65

Management Accountability 65

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

SharpenCX

JUNE 12, 2019

What happens when you walk through the produce section at your grocery store and pluck an orange from the bottom of the pile? It topples. The same thing happens when you pluck a rock star agent from their chair and. Read More. The post Discovering the Key to a Team of Rock Star Agents: How to Motivate Employees And Value Your Agents to Build a Fulfilling Culture appeared first on Sharpen Contact Center Software.

Contact center software 59

Contact center software Contact Center 59

GetFeedback

JUNE 12, 2019

A four-step process for identifying your most important customer touchpoints, from kickstarting the conversation to getting the accurate customer data.

60

60

Influitive

JUNE 12, 2019

The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.

Enterprise 75

Enterprise B2B Marketing 75

NICE inContact

JUNE 12, 2019

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.

Benchmark 54

Benchmark Surveys Customer Experience Management 54

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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

GetFeedback

JUNE 12, 2019

Customer experience (CX) vs. user experience (UX) vs. user interface (UI): differences, similiaries, and how they go hand in hand.

Customer Experience 60

Customer Experience 60

Concentrix

JUNE 12, 2019

Join us on June 20 to learn ways to use feedback more strategically, to improve the CX and the bottom line. The post What’s Their ROI Secret? appeared first on Concentrix.

Feedback 48

Feedback 48

DMG Consulting

JUNE 12, 2019

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report. 6/5/2019. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 16th annual Contact Center Workforce Optimization (WFO) Market Share Report.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Connect

JUNE 12, 2019

Gone are the days of business teams working in the same office, the same building, or indeed the same country. We live and work in the globalised era. The internet-powered communication age. Technology has profoundly changed the way we do business. Communication has never been easier, and departments and teams are no longer restrained to one office.

Technology 46

Technology 46

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

Nuance

JUNE 12, 2019

Thirty years ago, Stanford psychology professor Dr. Carol Dweck began her pioneering research into why some students rebounded and flourished after a failure whereas others were defeated by it. The result of this work, initially based in the world of education, is what we know today as “growth mindset” versus “fixed mindset.” In short, people […] The post Committing to a growth mindset appeared first on What’s next.

Education 46

Education Healthcare 46

CX Journey

JUNE 12, 2019

In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.

Journey mapping 50

Journey mapping Customer Experience Management 50

Talkdesk

JUNE 12, 2019

I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer. Yet, despite the physical change from cabinets with locks to folders one can make private, it remains certain that they must be stored properly and securely.

industry standards 44

industry standards contact center solutions Wait times Contact Center 44

Concentrix

JUNE 12, 2019

Fresh new ways to capture in-the-moment customer insights. The post ConcentrixCX Any Channel Feedback appeared first on Concentrix.

Feedback 48

Feedback 48

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

Vcaretec

JUNE 12, 2019

In today’s world, your customers have a plethora of different options when it comes to choosing their service providers. That’s why it’s imperative that your reps make their experience as positive as possible! The question is; how do you address the needs of your modern customers and foster a sense of loyalty that will benefit your business for years to come?

outsourcing 40

outsourcing Advertising Feedback Call Center 40

LiveVox

JUNE 12, 2019

Fintech companies are rapidly transforming and reshaping the financial services market. Technologies such as mobile payment via “digital wallet” are the new normal – empowering customers to make instant checkouts. Even as fintech leaders bring unprecedented speed and efficiency to digital transactions and payment services, they realize that without effective customer service, it is difficult.

Marketing 40

Marketing Technology Customer Service 40

Enghouse Interactive

JUNE 12, 2019

Some Enghouse Insights from Forrester CX – New York City, June 11 th , 2019, where Enghouse Interactive sponsored the Opening VIP Breakfast session. ( Check out the presentation here ). As an industry, AI solutions to date have been typically developed to reduce operating costs or enhance business intelligence. Yet, the key to driving the fundamental transformation of the customer experience is refocusing AI innovation on extracting detailed, actionable predictive customer insights.

Contact Center 40

Contact Center Engineering Technology Marketing 40