Quality Contact Solutions

JULY 19, 2019

By Megan Hottman, Operations Manager and Brand Evangelist. I’ve lived in the land of call center outsourcing for over 17 years. I’ve been on the client side as well as in the supplier corner. I’d like to think that I have a pretty good perspective and understand the landscape of the call center outsourcing industry on each side. To be honest, I’ve had a few not so great experiences with different call center outsourcing organizations that I’ve worked with as a client throughout my time.

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outsourcing Call Center Telemarketing Morale 63

NICE inContact

JULY 19, 2019

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

Customer Service 60

Customer Service Contact Center Personalization Marketing 60

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. We’re constantly learning what we’re good at and where we may want to consider our life choices and make a change.

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Feedback Customer advocacy Surveys Customer Experience 104

Beyond Philosophy

JULY 19, 2019

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world.

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Management Entertainment Consulting Consulting 269

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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.

ShepHyken

JULY 19, 2019

This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. 44% of customers are frustrated when companies fail to deliver relevant, personalized shopping experiences. – Accenture Strategy Global Consumer Pulse Research.

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Customer Experience Technology Personalization 236

Customercount

JULY 19, 2019

A CustomerCount guide to the CCPA which may affect your business, your website, and most importantly, your customers with effect from Jan 1, 2020. Continue reading → The post Our guide to the California Consumer Privacy Act CCPA appeared first on CustomerCount.

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GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected.

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Journey mapping Surveys Feedback Metrics 92

NICE inContact

JULY 19, 2019

How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line.

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Gamification Contact Center Employee engagement Call Center 54

GetFeedback

JULY 19, 2019

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. This guide will teach.

Customer Experience 68

Customer Experience 68

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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

ChurnZero

JULY 19, 2019

CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated. Between responsibilities like onboarding, advocacy, upsells and renewals, Customer Success Managers (CSMs) have cemented themselves as drivers of corporate growth. .

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SaaS B2B Sales Accountability 56

GetFeedback

JULY 19, 2019

Four steps to proving the ROI of your Voice of the Customer (VoC) program and its value to your company's customer experience (CX).

Customer Experience 60

Customer Experience 60

Zoom International

JULY 19, 2019

We are deploying our first ZOOM built native cloud platform product on Tuesday 07/23: Elev?o WFM. The first of many. These are exciting times for ZOOM. A tremendous amount of thought, research, design, development and testing have been invested in a native cloud platform built to support all our products moving forward to maximize hosting flexibility for our customers.

Marketing 55

Marketing 55

GetFeedback

JULY 19, 2019

Die Stimme des Kunden (Voice of the Customer, VoC) ist die zentrale Grundlage eines jeden erfolgreichen Kundenerlebnisprogramms.

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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

InGenius

JULY 19, 2019

My first sales job was at a contact center in the early 2000s. I worked on a large team, with high targets and a company-mandated script. I was expected to call over 100 people each day and to throw my pitch to as many people as would listen, trying to get as many to stick as possible. I had to manually enter all my information into my CRM, and I was held accountable for maintaining short wrap up times and getting customers through a call to a sales exec as soon as possible.

Contact Center 48

Contact Center CRM Call Logging Education 48

GetFeedback

JULY 19, 2019

How to launch a Voice of the Customer (VoC) program that will improve your customer experience (CX) across the organization.

Customer Experience 60

Customer Experience 60

Talkdesk

JULY 19, 2019

Woof! . This is Caramel, and I am here to end your contact center dog days. Did you miss me since my last post? Today we will talk about one of the main factors in your contact center’s success: your owner at the company, or as you call it, your manager. Your manager tells you what to do, guides you through your job and gives you feedback. Treats are also welcomed.

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Contact Center Morale Feedback Management 41

GetFeedback

JULY 19, 2019

How to take action on your Voice of the Customer (VoC) data to optimize your results and improve customer experience (CX).

Customer Experience 60

Customer Experience 60

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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

Nuance

JULY 19, 2019

As our lives become increasingly digital, we all expect—and maybe even depend on—connectivity. From pre-ordering a coffee to checking on our bank account, we want easy, online access to the fundamental aspects of modern life. And those expectations extend to our medical information too. Patient portals in general and Epic MyChart, in particular, have been […] The post How to connect with the unconnected patient appeared first on What’s next.

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Banking Accountability Healthcare 41

GetFeedback

JULY 19, 2019

La Voix du client (VoC) est le fondement essentiel de tout programme d’expérience client réussi.

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Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. Replay. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds an

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Cloud contact Contact Center Service level Best practices 40

Whitepages Pro

JULY 19, 2019

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.

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APIs Banking Engineering Accountability 40

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

JustCall

JULY 19, 2019

Remote work is the new uber-cool thing. But how cool is it really? The concept of working in your choice of timings and space seems like a dream. And while many do live this dream every day, is it really as satisfying as it seems like? Remote is a completely different makeover of a traditional work environment. People who are exhausted and frustrated from their hard and tiring day jobs have been increasingly excited about the prospects of remote work. .

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Morale Personalization Management 40

Whitepages Pro

JULY 19, 2019

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.

APIs 40

APIs Banking Engineering Accountability 40

Hodusoft

JULY 19, 2019

There is one school of thought that says that if a thing is not broken why fix it but when it comes to technology, this can leave you stuck with older, inefficient and expensive systems. This holds true for PBX software. Businesses are satisfied with their legacy in-premises IP PBX software , not knowing that technology has marched ahead and that an upgrade is in order.

Technology 40

Technology 40

CallSource Insights

JULY 19, 2019

Are you working on your online reputation, but not sure what the next step is after acquiring reviews for your business? Getting reviews is just one part of managing your online presence; responding to the reviews you receive is also vital. Learn more about why your local business needs to respond to its online reviews in our infographic below. The post Why Local Businesses Need to Respond to Online Reviews (Infographic) appeared first on CallSource.

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Management 40

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

Squelch

JULY 19, 2019

Customer Experience 72

Customer Experience 72

Brad Cleveland Blog

JULY 19, 2019

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making decisions have a basic … Continue reading → The post Does Your Executive Team Understand Staffing Tradeoffs?

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Contact Center Call Center Customer Service Management 26

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And how do you improve it? And what about all these other acronyms customer experience experts toss around? NPS, VoC, DCX, CSAT?

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