Contact Center Pipeline

JANUARY 19, 2017

Do you listen to your customers in real-time? What types of things do you need to know about what’s happening now versus reviewing post-call analysis? A major challenge for many contact centers is determining which calls to live-monitor to identify potential issues before they escalate—especially when you need to meet critical requirements, be they compliance, […].

Analytics 100

Analytics Contact Center Call Center Technology 100

Return Customer

JANUARY 19, 2017

Company Culture Trickles Down From the Top. The most successful businesses and brands typically follow the same path when it comes to leadership. If your employees and company culture are a priority to you, your customers and their experiences will be a priority to your employees. Leading by example is critical to the success of your company and is the beginning of what is known as the “waterfall effect.

Customer centricity 88

Customer centricity Call Center Customer Experience Sales 88

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Customer Service 86

Customer Service Accountability Management Customer Support 86

NICE inContact

JANUARY 19, 2017

We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! Throughout Alec’s impressive career, he has worked on fascinating projects on stage, on screen and in film. He has numerous awards to his credit, and we can all reflect upon performances of his which have moved and delighted us over the years.

Management 65

Management Customer Experience 65

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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.

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Customer Service 79

Customer Service Accountability Management Customer Support 79

Calabrio

JANUARY 19, 2017

This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

8x8

JANUARY 19, 2017

If you believe the hype, contact centre and customer service employees may soon be out of work. According to the BBC in the UK, occupations in the contact centre industry are among those most at risk of being taken over by robot workers. They rank 109 among 366 jobs. In the future, the rise of automation will undoubtedly play a huge role in the industry, taking on simple, repetitive tasks and answering basic queries.

Scripts 48

Scripts Wait times Technology Accountability 48

Talkdesk

JANUARY 19, 2017

Technology changes fast. The tech tools that we use to be productive today make the tools from five or ten years ago nearly unrecognizable. Moving time in the other direction, it can be extremely difficult to predict which tools will be available in the future. The only safe prediction is that the pace of this improvement will continue to increase. These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations.

Contact Center 42

Contact Center Multichannel Chatbots Enterprise 42

CX Journey

JANUARY 19, 2017

Image courtesy of vigdor Do you know what it takes to stay ahead of the competition? Is that one of your business goals? I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. Other questions on the topic revolved around how businesses can stay relevant and how they can set themselves apart in over-saturated industries.

Feedback 46

Feedback Customer Experience Marketing Customer Service 46

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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

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Provide Support

JANUARY 19, 2017

7 Tips for More Effective Communication with Customers And Coworkers. Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.

Scripts 40

Scripts Personalization Accountability Customer Service 40

COPC

JANUARY 19, 2017

Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus. “Customers expect to receive service on the channel of their choice, whether it’s phone, email, text, chat, web, mobile, or social media, and want to be able to start an interaction in one channel and then seamlessly transition to another,” according to a recent article in CRM magazine by Senior Editor Leonard Klie.

CRM 40

CRM Customer Experience Technology Management 40

Kayako

JANUARY 19, 2017

Aching over why your metrics aren’t meeting your performance benchmarks is tough for any support team. It can make you feel like you’re not doing your job properly. Or worse, that you’re leaving your customers hanging around waiting to receive help. Each support channel demands different expectations from your support team. For live chat to really hold up it’s name, the agent must be present.

Average Handle Time 71

Average Handle Time Wait times Metrics Benchmark 71