UJET

AUGUST 26, 2019

Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs.

Customer Support 74

Customer Support Contact Center Multichannel 74

Playvox

AUGUST 26, 2019

What training do you offer employees? Chances are, not enough. A recent survey revealed more than 80 percent of workers consider ‘lifelong learning’ important yet almost 60 percent claim their employers provide inadequate training opportunities.

Coaching 44

Coaching Surveys Management 44

CSM Magazine

AUGUST 26, 2019

As a customer service manager or the owner of a thriving company, it can be challenging to keep up with all of the tasks that are involved in keeping workflow and productivity at optimal levels on a daily basis. Fortunately, many of the problems and difficulties that your service agents will face throughout a typical workday can be solved by simply implementing preventative measures and utilizing a more procedural and strategic approach to designing customer experiences.

Customer Service 45

Customer Service outsourcing Morale Scripts 45

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. — Forrester In a Bain

Analytics 79

Analytics Banking Metrics Accountability 79

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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.

CSM Magazine

AUGUST 26, 2019

One of a business’s main priorities should be to improve the lives of customers, especially in e-commerce. To be able to do this it’s important to know what value you offer to potential customers and what speaks to them directly. A key element of any conversion optimization strategy should be testing value propositions – this will help you improve your conversion rate and average order value.

Marketing 40

Marketing Sales Customer Experience Customer Service 40

GetFeedback

AUGUST 26, 2019

You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score.

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Aspect

AUGUST 26, 2019

Since childhood we’ve been taught that knowledge is power, and the contact center is no exception to this rule. The more you know about the details of what’s happening in your operation, the better you can be at deciding whom to hire, whom to coach, what training to require, when to request voluntary OT, how many people to staff for chat and 1,000 other issues.

Big data 102

Big data Management Journey mapping Contact Center 102

Alorica

AUGUST 26, 2019

Alorica República Dominicana anuncia el nombramiento de su nuevo Gerente de País, el dominicano Jesús Hidalgo, quién será el responsable de liderar las operaciones en la isla, donde Alorica es una de las empresas líderes en el sector BPO, empleando a más de 2,400 locales. Con más de 16 años de experiencia en el sector de las BPO, Jesús es un profesional que ha desempeñado diferentes posiciones.

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Customer Service Life

AUGUST 26, 2019

This article was originally published on the FCR blog on July 3, 2019. Click here to read the original post and be sure to watch the video that goes along with it. Looking back on quarter two, the nonstop movement in the contact center technology space continues. My latest review of the updates and technologies I’ve seen over the past quarter covers a variety of areas including quality assurance and speech and text analytics, news from Zendesk and Freshworks, and some vendors to consider if emer

Technology 74

Technology Chatbots Analytics Contact Center 74

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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

Nuance

AUGUST 26, 2019

Summer 2019: Contact center transformation Last quarter, we saw the importance of humans and AI working together to thrive in the digital world. Nuance experts taught us what the human-AI interaction could achieve, and we saw the leading organizations already making it a reality. This quarter, we’re taking a deep dive into the latest innovations […] The post Nuance IQ is back for the summer appeared first on What’s next.

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Contact Center Customer Experience 70

Satrix Solutions

AUGUST 26, 2019

The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon. More VC firms are embracing the “community” approach and implementing software such as Moblize , Union , and Hivebright , to create platforms where founders and subject matter experts can come together to share

Customer Experience 60

Customer Experience Best practices Customer retention Sales 60

GetFeedback

AUGUST 26, 2019

Measuring Customer Satisfaction Score (CSAT) can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . To calculate your company’s CSAT Score , you have to take the number of satisfied customers (those who selected the top two choices in your scale) and divide that number by the

Surveys 60

Surveys Best practices Metrics 60

Hello Customer

AUGUST 26, 2019

Customer Experience all starts with listening, not only to your customer, but also to your employees. They can have breakthrough ideas that could massively improve the company. Listening to and learning from your employees shows them that they have an actual impact and makes them more engaged, which leads to increased productivity and more satisfied customers.

Customer Experience 66

Customer Experience Employee engagement 66

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

Talkdesk

AUGUST 26, 2019

Bring your ACD to the cloud to enjoy the digital transformation. ACDs, the good-enough for the not-bold-enough. We’ve written about what to know about Automatic Call Distributors , but times change and so do contact center’s needs and customers’ expectations. Nowadays, the simple ACD has limited functionality and it’s not enough to keep up with the constant evolution.

Call Center 65

Call Center Customer Experience contact center solutions Cloud contact 65

C3Centricity

AUGUST 26, 2019

More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it. Customers don’t want to be automatically segmented and followed as they go about the web, viewing different sites.

Brand ambassadors 59

Brand ambassadors Customer centricity Airlines Advertising 59

GetFeedback

AUGUST 26, 2019

Download our free Customer Satisfaction Score (CSAT) toolkit for customer satisfaction best practices, a free CSAT survey template, and much more.

Best practices 60

Best practices Surveys 60

Integra

AUGUST 26, 2019

Keeping agents happy and motivating is today’s challenge and main objective. Learn how we are able to achieve this with our Gamification module. [link]. The post Game on! Motivating agents with Gamification appeared first on Contact Center Software - Integra CCS.

Gamification 59

Gamification Contact center software Contact Center 59

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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

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience. The result is a design that celebrates the company’s commitment to its clients’ customers.

Customer Experience 54

Customer Experience Customer Care Sales Marketing 54

GetFeedback

AUGUST 26, 2019

How to measure your Customer Satisfaction Score (CSAT) and use the insight to optimize your customer experience (CX) program.

Metrics 60

Metrics Customer Experience 60

Nicereply

AUGUST 26, 2019

If you’re looking to get more in-depth and really take advantage of the information you’re collecting, you’ll probably want to invest in a dedicated CSAT survey tool. Do you remember the spork? It was part (mostly) spoon and, also, part fork. Though it supposedly did the functions of both utensils, it really only worked as a spoon. But, even as a spoon, it didn’t do great.

Surveys 53

Surveys Analytics Best practices Metrics 53

GetFeedback

AUGUST 26, 2019

Detailed list of steps to take to improve your poor Customer Satisfaction Score (CSAT) and optimize customer experience (CX).

Customer Experience 60

Customer Experience 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

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. But just where should your company look for this information? And how precisely should you use it?

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Big data Customer Experience Abandon rate Contact center software 48

Totango

AUGUST 26, 2019

Continuing on the journey of providing more value to Portfolio managers, this sprint we are releasing set of features to help drive productivity. Information Request Forms is our newest tool, which enables teams to achieve end to end workflows within Totango by asking the specified team members to fill in the relevant data in context and in time. Imagine that your sales team has signed a new customer (Yay!

Accountability 48

Accountability Sales Personalization Management 48

Alorica

AUGUST 26, 2019

Alorica República Dominicana anuncia el nombramiento de su nuevo Gerente de País, el dominicano Jesús Hidalgo, quién será el responsable de liderar las operaciones en la isla, donde Alorica es una de las empresas líderes en el sector BPO, empleando a más de 2,400 locales. Con más de 16 años de experiencia en el sector de las BPO, Jesús es un profesional que ha desempeñado diferentes posiciones.

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TeleDirect

AUGUST 26, 2019

Your next big event can’t afford to fail. From promoting new products & services to attracting customers at trade shows and conventions, what happens before your seminar is just as important as your presentation during the main event. We’re confident you’ll have everything taken care of for your event. But are you sure the pre-planning is likewise accounted for?

Call Center 48

Call Center outsourcing Business Process Outsourcing Healthcare 48

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 Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. In this conversation, Paul shares lessons learned from his own experience implementing Customer Success software solutions.

Best practices 49

Best practices Metrics CRM Sales 49

bold360 Blog

AUGUST 26, 2019

Subscribe via iTunes , Spotify and more. When people think about AI, there’s often a lot of fear, uncertainty, and doubt that comes up. We wonder whether the technology will replace human jobs or what’s our role in the development of AI. But we don’t really talk about these things. That’s why I’m so excited about the latest episode of AI:IRL. Prayag Narula joined me to flesh out the human role in the development, management, and utilization of AI.

Outbound sales 49

Outbound sales B2B Sales Technology 49

CSM Magazine

AUGUST 26, 2019

Customer service is the key to any successful business and real estate is no exception. Whether you are a solo real estate agent or run a bigger real estate firm, you need to learn how to effectively maintain a good relationship with your clients, in order to be perceived as a professional in the industry. Satisfied customers lead to good feedback, good feedback leads to free marketing and free marketing leads to more customers.

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Real estate Customer Service Engineering Feedback 45