Bright Pattern

JANUARY 30, 2019

Contact Center 46

Contact Center Customer Experience 46

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! This year we had registrations from New Zealand to New York in order to share views on this year’s predictions. Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

ChaseData

JANUARY 30, 2019

What kind of boss are you? When running a call center , you may feel as if you must be many things to many people. From a teacher and instructor to a leader and a role model, there are so many parts that a manager of a call center must play. There is definitely a right way to do things when you’re running a call center, though. Consider this: employees in almost any industry and position respond better when they feel instructed and guided , rather than simply talked to by their management staff.

Coaching 53

Coaching Call Center Contact Center Management 53

Myra Golden Media

JANUARY 30, 2019

If you go to a restroom stall and stand with your hands on your hips and point your elbows outward and hold that position for two minutes, you’ll perform very well in stressful situations. Like when you talk to an employee about a performance problem, or when you go into a big meeting without all the answers you need. Sounds crazy, I know. We go live with scene one in less than seven minutes.

Customer Experience 120

Customer Experience Management 120

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

ShepHyken

JANUARY 30, 2019

“Please stay on the line to answer a short, one-question survey at the end of this call.”. That’s what I heard just before the agent picked up the phone to help me. Just a one-question survey? Sounds short enough. Sure, I’ll give them an extra minute of my time. So after the call, I stayed on the line. What came right after the call was the promised simple question.

Feedback 272

Feedback Surveys Customer Service Personalization 272

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Lumoa

JANUARY 30, 2019

What is customer experience? We asked 15 CX experts and practitioners to define customer experience management and trends in 2019.

Customer Experience 89

Customer Experience Management 89

Amity

JANUARY 30, 2019

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. In a previous post we tackled the question of ‘what is customer success?’ In case you didn’t read it, or need a refresher, our definition of Customer Success is proactive enablement. This is the high level 100,000 foot overview of what Customer Success means to us.

Education 61

Education Engineering B2C Technical Support 61

OrecX

JANUARY 30, 2019

Speech analytics technology requires quality audio going in for quality transcription and analytics to come out. This all starts with the call recording itself. The audio must be crystal clear or the transcription will be off and the resulting intelligence will be flawed. The clarity of the recorded call comes down to several factors, including the audio acquisition itself.

Analytics 60

Analytics Technology 60

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

Fonolo

JANUARY 30, 2019

Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. There were too many announcements at last week’s show to cover them all in this post. So, I’ll just touch on some highlights, give links to the most interesting coverage, and summarize what the analysts thought.

Contact Center 57

Contact Center Call Center Analytics outsourcing 57

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

NICE inContact

JANUARY 30, 2019

As Americans continue to re-think the whole question of owning versus renting their homes, the percentages of those who are choosing to rent is surging—across all regions and demographic groups. For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing.

Contact Center 54

Contact Center Marketing Customer Experience 54

Aspect

JANUARY 30, 2019

Eine mitarbeiterorientierte Ausgestaltung des Contact Center Arbeitsplatzes wird immer wichtiger. Denn zufriedene Mitarbeiter sind der Schlüssel für zufriedene Kunden und Mitarbeiterzufriedenheit und Transparenz sind wichtige Bausteine, um eine kostenintensive, hohe Fluktuation zu vermeiden. Hierbei spielen auch die folgenden drei Trends eine wichtige Rolle: > Selbstverwaltung / Self-Service für Mitarbeiter.

Gamification 54

Gamification Self service Contact Center Chatbots 54

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

NICE inContact

JANUARY 30, 2019

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialing solutions. . A Progressive Dialer, just like a Predictive Dialer, is implemented to avoid agents having to manually dial customer phone numbers to make outbound calls. Progressive Dialers are used in any vertical, for customer service, sales, telemarketing, collections and any other environment that requires making outbound calls from a list and does not want to saddle their agents w

Telemarketing 54

Telemarketing Abandon Call Call Center Personalization 54

CX Journey

JANUARY 30, 2019

Do you know all of the building blocks of a customer experience transformation strategy? I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. What gives? I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a mispl

Customer Experience 60

Customer Experience Metrics Government Customer centricity 60

NICE inContact

JANUARY 30, 2019

We’re pleased to let you know that NICE inContact has received the highest score in Customer Engagement Center use case in Gartner’s “Critical Capabilities for Contact Center as a Service” research report , just out in mid-December. We believe that the exemplification of NICE inContact’s critical capabilities applied to real-world use cases is especially interesting because it demonstrates our customer-centric vision and strategies and our commitment to helping customers like you achieve y

Contact Center 54

Contact Center contact center solutions Cloud contact Customer centricity 54

MicroAutomation

JANUARY 30, 2019

For a little more than two decades, I have had the wonderful opportunity to seek, listen and learn what challenges and magnitude of weight ultimately falls on the decision makers within the state, county, city government entities that I have served across our nation specific to 9-1-1 / Public Safety communications. Those that have chosen this path have embarked on a selfless journey that can be extremely rewarding at times.

Government 56

Government 56

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

ConvergeOne

JANUARY 30, 2019

At Avaya ENGAGE 2019 in Austin, Texas, Avaya named ConvergeOne its 2018 U.S. Service Partner of the Year — making this the third consecutive year that ConvergeOne has received this honor. Avaya continually honors ConvergeOne because it recognizes ConvergeOne’s growth and innovation, dedication to Avaya, and unparalleled ability to deliver its solutions.

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Guru

JANUARY 30, 2019

Let me guess: You’ve seen the speaker lineup for Guru’s 2019 conference Empower , you’re excited about the insights you could glean from execs at companies like Slack, Google, Square, and Forrester, but with that excitement comes a familiar feeling of conference skepticism. You’ve been to too many conferences where the speakers inspire you to step up your game, yet instead of returning to your desk ready to execute on that inspiration, you only feel overwhelmed and unsure of where to start.

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Interaction Metrics

JANUARY 30, 2019

Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers. The post How to Shorten Your Survey & Avoid Junk Data appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Feedback 48

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

Customer Experience

Interaction Metrics

JANUARY 30, 2019

Is your survey too long? Here are four solutions for how to shorten your survey and avoid survey fatigue with your customers. The post How to Shorten Your Survey and Avoid Junk Data appeared first on Interaction Metrics.

Surveys 48

Surveys Metrics Feedback 48

Talkdesk

JANUARY 30, 2019

Travelers who want to book a hotel room online have many options. However, online travel agency HotelTonight has differentiated themselves from the competition by providing world-class customer service. Their approach to providing hotel rooms at a discounted rate, especially for last-minute accommodations, has resulted in fast growth and recognition from leading publications such as Business Insider and the Washington Post.

Customer Experience 45

Customer Experience Contact Center Service level Customer Service 45

Ameyo

JANUARY 30, 2019

Are you delivering to customer’s expectations? Working in the customer service domain is challenging, customers are looking for perfection and if you lose in this game, someone else will win it. Customers want quick and proactive response to their queries. How would customers behave if in the run of delivering faster you start to compromise […].

Customer Service 45

Customer Service 45

Playvox

JANUARY 30, 2019

We all know it’s important to deliver the best possible customer service. But is it possible to see just how important? Delivering a positive experience is a must to retain customers and ensure repeat purchases. Consumers who enjoy the best past experiences with a brand spend 140 percent more.

Customer Service 41

Customer Service Customer Experience 41

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

FluentStream

JANUARY 30, 2019

Anyone in landscaping, HVAC, or any type of field services knows that compromise isn’t an option. If you aren’t offering maximum value at the lowest price, the competition is. To stay on top, you stay up-to-date on all. Read More.

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ppt solutions

JANUARY 30, 2019

Key enhancements unveiled as part of the company’s Reimagining Business campaign kickoff TULSA, Okla. – January 30, 2019 – PPT Solutions, a premier provider of Customer Experience and Business Optimization Solutions to many of the world’s leading brands, announced today the launch of an enhanced. The post PPT Solutions Announces Launch of Enhanced Website and New Marketing & Brand Management Services appeared first on PPT Solutions.

Marketing 40

Marketing Management Customer Experience 40

Help Scout

JANUARY 30, 2019

Throwing the perfect spiral pass takes skill, but so does achieving the perfect level of spiciness in Auntie Maureen’s Big Game Bean Dip recipe. Delivering a great performance in any field is a worthy endeavor. What if we weren’t all so focused on the game-to-remain-unnamed-because-of-vigorously-defended-trademark-rules, and instead we celebrated peak performance in the field of customer service?

Surveys 40

Surveys Customer Service 40