TELUS International

NOVEMBER 1, 2018

Find out how design thinking and journey mapping are elevating the customer experience.

Journey mapping 187

Journey mapping Contact Center Customer Experience 187

UJET

NOVEMBER 1, 2018

Live chat is one of the most popular support channels in 2018. With the ability to provide quick and simple solutions, 79% of customer s say they prefer to use live chat for their inquiries. With this increase in popularity , live chat support is no longer being seen as a differentiator. Customers expect your company to provide it.

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VHT

NOVEMBER 1, 2018

By now, you’ve heard of how digital transformations are changing every facet of modern business, from marketing to risk management and everywhere in between. You may even be in the 70 percent of companies that either has a digital transformation strategy in place or are in the process of implementing one. What’s less talked about, though, is the large number of challenges associated with implementing these strategies.

Best practices 76

Best practices Government Enterprise Customer Support 76

Call Center Weekly

NOVEMBER 1, 2018

I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule. Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated.

B2B 185

B2B Coaching Sales Marketing 185

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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.

The Northridge Group

NOVEMBER 1, 2018

In today’s fast-paced world, the only constant is change. Technology is developing faster than we can learn how to use it, long-established companies are feeling the heat from digital savvy newcomers, and jobs are being created and/or restructured faster than workers with appropriate skills can be recruited to fill them. In the 30 years that I have been an entrepreneur, I have watched trends change and technology advance, but while the mechanics of business success have evolved, the foundation h

Technology 98

Technology 98

Guru

NOVEMBER 1, 2018

Maybe you’ve been in this scenario before. After a year of working hard as a customer support representative, you get a huge promotion. Since you’ve become the de facto subject matter expert, you’re going to be in charge of writing FAQs, process walkthroughs, and troubleshooting tips for the whole team. "Finally!" you think, "Our documentation has never solved our customer’s issues.

Scripts 84

Scripts Feedback Customer Support Management 84

Inbenta

NOVEMBER 1, 2018

There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents. However, there still exists implementations of an old-school approach to NLP that relies on machine learning algorithms and predetermined rules.

Chatbots 84

Chatbots Advertising Customer Support Marketing 84

Avoxi

NOVEMBER 1, 2018

Toll vs toll free numbers vs local numbers. We've noticed plenty of confusion about these terms on the web. Luckily, this article will make it very simple to understand the difference between using a toll free or local number. You'll also see plan comparisons and learn what people actually mean when they say DID… The post Toll Free vs Local Numbers | Your DID Toll Free Number Guide appeared first on AVOXI.

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Fonolo

NOVEMBER 1, 2018

Consumers love to communicate with each other over text channels and, according to recent studies , they are eager to use this mode of communication to interact with businesses. There are three main forms of text-based communication battling for the future: Messaging, chat, and texting. 1. Messaging . With a very high adoption rate, it’s no surprise that messaging apps have scored billions of steady users.

Customer Service 69

Customer Service B2C Finance Engineering 69

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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

Transparent BPO

NOVEMBER 1, 2018

If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring. Here are a few of the reasons I make that claim: Similar Time Zones Nearshore outsourcing allows you to handle business in or around the same time zones […] The post 3 Reasons Nearshore Outsourcing Is a Better Bet Than Offshoring appeared first on Transparent BPO.

outsourcing 67

outsourcing Call Center Sales Customer Service 67

Jon Arnold

NOVEMBER 1, 2018

It’s busy enough with 3 conferences coming this month, but this is a good time to get the word out about another one in late January. While 2019 seems far off, it really isn’t, and planning for the Future of Work Expo has been underway for a while. In fact, the program is largely in place, but as co-chair, if you strongly feel you should be speaking and/or sponsoring, please drop me a line.

Contact Center 69

Contact Center 69

Aspect

NOVEMBER 1, 2018

Millennials were born between 1976 and 2001. They are very different from their doting baby boomer parents. Millennials are tech savvy, skilled at multitasking, great at working in teams, and eager to please. They are also accustomed to being pampered both at home and at school. Dan Schawbel, author of Me 2.0 and founder of the research and consulting firm, Millennial Branding, describes them this way, ”self-centered, needy, and entitled with unrealistic work expectations.

Contact Center 62

Contact Center Contact center software Interactive Voice Response Chatbots 62

Cyara

NOVEMBER 1, 2018

Today, a client of mine cancelled their meeting with me five minutes before we were about to start. Having meetings cancelled on you is a fact of life when you’re selling software. But I always find the reasons why they have cancelled the meetings interesting.

Interactive Voice Response 52

Interactive Voice Response Customer Experience 52

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

plumvoice

NOVEMBER 1, 2018

It can be difficult to get your voice channel just exactly perfect. It may seem impossible to find a solution that is easy for your IT and development teams to manage and use, and something that delivers a great customer experience to end users. Pre-built IVR apps let you cut through most of the complexity. Read More. The post 5 Ways Pre-Built IVR Apps Transform Your Voice Channel appeared first on Plum Voice.

Interactive Voice Response 57

Interactive Voice Response Customer Experience Management 57

Toister Performance Solutions

NOVEMBER 1, 2018

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. The couch has three decorative pillows. They often get moved around to different parts of the house.

Management 49

Management Customer Service 49

Tethr

NOVEMBER 1, 2018

Over the past few years as AI-based speech-to-text transcription has become more accurate, more and more businesses that have enormous amounts of phone interactions with their customer base have sought out a way to use this technology to make sense of the millions of minutes of phone calls they’re recording. Insurance companies, especially, have been yearning to figure out a way to use this transcription technology to better understand what their customers need and want.

Analytics 48

Analytics Self service Inbound sales Customer effort 48

NICE inContact

NOVEMBER 1, 2018

Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, implementation and roll out still remain a big challenge, there is one simple thing that can drive success of these programs.

Government 48

Government Feedback Surveys Analytics 48

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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

Jon Arnold

NOVEMBER 1, 2018

Had a very heavy month fulfilling client work, along with attending two conferences - and a long drive to Florida for a family visit. Life happens, and there wasn’t much room for writing, but here’s what I’d like to share for October for those who want to read more of my work. Twilio SIGNAL Day 2 Thoughts and Pix - OK Go, and do you Believe in Magic?

Contact Center 45

Contact Center Analytics 45

Avaya

NOVEMBER 1, 2018

I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? Now my colleague is in product management, and she said she’d rather hear complaints any day. As Lisa explained it, “I know our products work great, but my job is to make them better.

Feedback 45

Feedback voip Accountability Management 45

ConvergeOne

NOVEMBER 1, 2018

Last week, I wrote about the first five steps to creating a culture capable of effectively defending against modern threats. This week, I'll take you through the next five steps. Let’s dive right in.

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Playvox

NOVEMBER 1, 2018

Research shows that Americans are more discerning about the quality of their customer experience than ever, with 89 percent admitting to switching to a different brand after being treated poorly.

Customer Experience 41

Customer Experience 41

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

Bright Pattern

NOVEMBER 1, 2018

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.

Customer Experience 41

Customer Experience Enterprise Contact Center Metrics 41

Enghouse Interactive

NOVEMBER 1, 2018

Recent research from Contact Babel has uncovered that traditional telephony-based interactions are on the decline. The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. One of the headline findings was that the percentage of interactions made by telephone was anticipated to fall from 90 per cent in 2006 to a projected 62.2 per cent by 2021.

Self service 40

Self service Accountability Technology Customer Experience 40

CustomerSuccessBox

NOVEMBER 1, 2018

The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. —?Casey Stengel. What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product champion? Or is it the delivery of the desired outcome? Come to think of it every customer gets onboard a platform with the goal of meeting certain desired outcomes.

Enterprise 40

Enterprise Metrics Sales Banking 40

Eckoh

NOVEMBER 1, 2018

Worried about facing the backlash from your current contact center technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.

Contact Center 40

Contact Center Technology 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

CSM Magazine

NOVEMBER 1, 2018

Customer support is a critical interface with a huge impact on customer satisfaction and customer retention and, thereby, on business performance and profitability. It is therefore important for all businesses to ensure that customer service training equips teams with the tools, skills and competencies to consistently delight customers. More and more companies are turning to online customer support training solutions to complement or even replace traditional training methods and to hone their cu

Customer Service 40

Customer Service Gamification industry standards Metrics 40

Cincom

NOVEMBER 1, 2018

Manufacturers face some financial risk with every product decision they make. The potential effects of ignoring market or technical realities … Continue reading "Mitigating Financial Risk within Product Management". The post Mitigating Financial Risk within Product Management appeared first on Cincom Blog.

Management 40

Management Marketing Finance CRM 40

Brad Cleveland Blog

NOVEMBER 1, 2018

In some organizations, you can feel the energy as soon as you walk in the door. It takes many forms: pride of workmanship, a feeling of community, good planning, coordination and the willingness to make the “extra effort.” Everybody knows … Continue reading → The post The Best-Managed Contact Centers: #1 – They Produce High Levels of Value appeared first on Brad Cleveland.

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Contact Center Management Call Center Customer Service 26