Nicereply
JULY 18, 2019
“A perfect canned responses shouldn’t sound canned at all”. In today’s world of continually changing trends in customer support , “Canned responses” are basically pre-programmed customer support messages that allow CS agents to respond quickly to the customer with issues. A well-designed booklet of responsive canned messages enhances team’s productivity.
Fonolo
JULY 18, 2019
Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
HelpCrunch
JULY 18, 2019
The only guide you need to build your whole customer service from scratch. The post The ultimate guide to excellent customer service appeared first on HelpCrunch blog.
TechSee
JULY 18, 2019
Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.
Advertisement
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.
Callminer
JULY 18, 2019
Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights. If you missed any of the webinars, we are replaying them all during our Webinarstock virtual conference AI day, Wednesday, July 24th.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
JULY 18, 2019
In this One Win Book Review, we take a look at Thanks for Coming in Today by Charles Ryan Minton. Check out the video below to hear Adam’s one win that you can take away from Thanks for Coming in Today to improve your organization’s customer experience and customer service. About Thanks for Coming in Today. FROM THE PUBLISHER: By providing your customers and guests with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition.
ProProfs Blog
JULY 18, 2019
Have you personalized your marketing strategy? If you have not, then you’re probably living under the rock. I started to notice more and more personalized campaigns a few years ago, and back then personalization was a kind of a revolution in the marketing industry. Back then, I was working as a social media manager at a small company, and we were looking for a marketing strategy for small business that would have helped us shoot ahead.
Nexmo
JULY 18, 2019
Between paying the mortgage, saving an emergency fund, and buying far too many board games I used to have a tough time tracking where all of my money was going each month. Thankfully, I discovered You Need A Budget (YNAB) a few years ago, which allows me to put money into different categories each month and keep track of how much is in each category.
OctopusTech
JULY 18, 2019
Australia is a growing economy. In the fiscal year 2017-2018 , they reported a GDP growth of 2.9%. There has been a major growth, especially in the service sector of Australia. It is safe to say that a majority of the economic boom in Australia’s business is because of their service sector and the new companies that enter that sector each year. With these new entrants that jump into this sector, the rise in competition is natural.
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.
Outsource Consultants
JULY 18, 2019
The faster your company grows, the sooner you’ll look to expand internationally — aiming to capture new customers across new territories. Truth is, if your company has scaled to the edges of your domestic territory, you’ve mastered the language of business success. But what happens when actual language fluency across customer service is your biggest challenge internationally?
SharpenCX
JULY 18, 2019
What determines a low-friction customer experience? In the past, it was pretty straight forward. Call in, get a nice agent on the line, get your problem fixed promptly — and you’re set. Nowadays, things are a bit more complicated. As. Read More. The post You Gotta Get Moving to the Cloud: 5 Reasons You Need to Think about Cloud Migration if you want to Deliver Better Customer Service appeared first on Sharpen Contact Center Software.
VirtualPBX
JULY 18, 2019
We recently conducted a nationwide survey of businesses to find out how office phone system use varies across markets. Our respondents provided us with valuable insight about how businesses of varying sizes use their phones to prop up sales and customer service. None of these responses come from VirtualPBX customers. Yet we admired their ideas and strive, in our own Business Phone System, to offer the types of features these business officials look for.
NICE inContact
JULY 18, 2019
IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform? Watch this video to learn that this is possible and available. NICE inContact CXone helps IT leaders elevate the performance of their contact centers with the leading cloud call center software in the market. .
Advertisement
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.
TRUSTID
JULY 18, 2019
If your company accepts remote financial transactions, you probably know how critical your acceptance rate is to the ongoing success and growth of your business. As the logic goes, the faster you can authorize and accept customer payments, the happier your customers will be. It’s pretty straightforward. Companies operating with an efficient payment process increase customer retention and create opportunities to generate more business over time.
Noble Systems
JULY 18, 2019
There is a skills gap in most organizations in order to flourish in a digital world. Building proficiencies for technologies like AI, machine learning, and data analytics is becoming increasingly important as enterprises expand their presence and compete digitally. HR Technologist points out that internal skill development is one way to go, but a shortfall of engagement with corporate learning programs is a major obstacle.
inSided
JULY 18, 2019
We’ve heard it all before: customer service is changing, customers prefer self-service, drive customer engagement to increase retention, provide quality support or your customers will churn…. The list goes on. But it’s precisely how B2B SaaS companies react to these changes and actually tackle the issues that really matters. An online community goes a long way to helping companies overcome these challenges.
FiveStars
JULY 18, 2019
In the old days of running a small business, you accepted cash, or maybe a check, in exchange for your products or services. Today, payment processing is—to put it lightly—a more complicated transaction, and you have lots of options for getting it done. If you have a brick-and-mortar business, you can just accept cash—but you’ll […]. The post Payment Processors and Point of Sales (POS): The Ultimate Guide appeared first on Fivestars Insights.
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!
Interactions
JULY 18, 2019
We all know that consumer demographics matter when it comes to buying behavior and effective marketing tactics. But did you realize that age has a significant effect on how a person wants to interact with brands they love? In an era were customer experience is often a major, or only, differentiator, understanding the preferences of your consumers may be the key to turning occasional buyers to loyal customers.
Jon Arnold
JULY 18, 2019
If you’re attending Voice Summit 19 next week in Newark, it’s time for a shout-out for my executive panel session. We’re on at 3pm on the Tuesday - July 23 - and we’ll be talking about a topic that’s central to my ongoing research - the impact of AI on voice in the enterprise. I’ve been calling this the “New Voice” for a while now, and if time allows, we’ll talk about what’s happening both in the workplace and the contact center.
Kayako
JULY 18, 2019
Remember how exciting buying your first car was? I do. It was shiny and new and had that fresh car smell. I had researched the one I wanted and day dreamed about all the freedom I’d have to go anywhere once I had the car. Imagine then when that day finally came to get the keys, instead of handing them over to you the dealer instead sat you down to explain how every part of the car worked.
Bright Pattern
JULY 18, 2019
Whether you are a large or small organization, you likely have sales and customer service representatives reaching out to customers and prospective customers on a daily basis with call center software. Larger organizations operate enterprise customer service operations with numerous inbound and outbound agents housed in their call centers, while smaller companies have a small subset of employees who may not even refer to their team as agents in a contact center or customer support center.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Working Solutions
JULY 18, 2019
The relationship between customers and the businesses they interact with is constantly evolving. And in a technology-driven age, this means the methods in which customer service can be delivered are more numerous than ever before. They range from the traditional (phone calls and mail coupons) to the modern (email and website marketing) to the ultra-modern […].
Ann Michaels and Associates
JULY 18, 2019
Can cleanliness and organization affect how a retail store performs? You better believe it. 2018 was a rough year for several retailers…proving that fact. Toys R Us closed for good in the United States and was forced to liquidate because it was unable to sustain its debt load after a leveraged buyout in 2005. According to a filing with the bankruptcy court, Toys R Us had still been making $400 million payments on its debt every year.
Nuance
JULY 18, 2019
Lung disease is among the highest causes of morbidity and mortality in the world, yet traditional imaging techniques don’t easily account for the complexity of the airway structure to make a fast, accurate diagnosis. Due to these complexities and the increasing resolution of scanners, radiologists are challenged to review complicated reconstructions of airway trees via […] The post Intelligence at work: Visualizing functional lung tissue with LungPrint and Hyperion View by VIDA appeared f
Whitepages Pro
JULY 18, 2019
Resistance to change is a powerful human emotion. Whether it’s change in family life, a favorite app’s new user interface or a new process at work, people just don’t like change. Multiply that discomfort out from the individual to the entire payments industry, and you’ll get a sense of how things are going as we run up to the implementation of the new EU Payment Service Directive, PSD2.
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
CSM Magazine
JULY 18, 2019
Customer service principles are timeless, but consumer expectations are certainly not. Customers have always expected effective and efficient service but with today’s technological developments, expectations are even higher. The adage of “know your customer” is as true today as ever. With the rapid change in customer behavior, businesses need to stay up to date with their customers’ expectations.
Whitepages Pro
JULY 18, 2019
Resistance to change is a powerful human emotion. Whether it’s change in family life, a favorite app’s new user interface or a new process at work, people just don’t like change. Multiply that discomfort out from the individual to the entire payments industry, and you’ll get a sense of how things are going as we run up to the implementation of the new EU Payment Service Directive, PSD2.
ChaseData
JULY 18, 2019
With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats. After all, who wants to be stuck at their desk when there is so much going on outside? Summer is one of the worst times of the year for that bored, restless feeling to settle in and call center employee morale to take a downturn.
Expert insights. Personalized for you.
78 
Let's personalize your content