TELUS International

MAY 7, 2019

Customer Service 68

Customer Service Technology 68

Nicereply

MAY 7, 2019

Engaged support teams perform better, work harder and are more excited about and invested in the outcome of their work. According to research , 70% of people are miserable in their job. Similarly, 17.2% are actively disengaged with the work that they are doing. While “employee engagement” has started to become a filler term that people use, it’s actually incredibly important to both team and company-wide health.

Employee engagement 76

Employee engagement Construction Metrics Surveys 76

Myra Golden Media

MAY 7, 2019

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?

Transportation 276

Transportation Customer Experience Management Customer Service 276

ShepHyken

MAY 7, 2019

Culture Your Culture. Making Customers the Focus of Your Company and its Culture. Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer.

Customer Service 272

Customer Service Customer Experience 272

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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.

Contact Center Pipeline

MAY 7, 2019

Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When used correctly, they provide a helping hand so human agents can focus on what they do best, i.e., solve complex issues. Chatbots or bots are best used to offload tedious, routine […].

Chatbots 133

Chatbots Contact Center Call Center Technology 133

Taylor Reach Group

MAY 7, 2019

By Colin Taylor. I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window of time to answer inquiries and contacts from customers and prospects.

Contact Center 98

Contact Center Consulting Consulting Upselling 98

CrazyCall

MAY 7, 2019

Any time you call customer service or get a sales call you can hear the same phrase. “To improve quality of our calls/for security purposes/for training purposes this call will be recorded.” It’s industry standard, however not all companies make actual use of call recordings. On the contrary, they can be simply deleted after the required time or store dust on some forgotten server.

Call Logging 87

Call Logging voip industry standards Finance 87

SharpenCX

MAY 7, 2019

Last Thursday, Sheila McGee-Smith, President and Principal Analyst at McGee-Smith Analytics and Ray Gallagher, VP of Customer Care at HotSchedules dove in on why contact centers are moving to the cloud and what it takes to get there. From cloud-native. Read More. The post Digital Transformation in the Contact Center: How to Move Your Contact Center to the Cloud [Webinar Recap] appeared first on Sharpen Contact Center Software.

Contact Center 81

Contact Center Contact center software Analytics Customer Care 81

Nexmo

MAY 7, 2019

A year or so after becoming Microsoft CEO, Satya Nadella said “ every business will be a software business.”. Of course, he didn’t mean that every business would start selling shrink-wrapped application software; even Microsoft hardly does that any more. Instead, it’s all about how businesses differentiate themselves. The way that today’s companies become more efficient, offer new benefits to customers, and deliver entirely new products is increasingly enabled by code.

APIs 78

APIs Airlines Banking Government 78

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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

24-7 InTouch

MAY 7, 2019

Not only are consumers becoming more aware of data security and when they are giving away their personal information, but they are also starting to avoid or altogether boycott brands if they feel their data is unsafe with them.

Surveys 75

Surveys Personalization 75

GetFeedback

MAY 7, 2019

There is no denying the fact that we live in an era of instant gratification. The immediate response that we.

Customer Experience 78

Customer Experience 78

Voiance

MAY 7, 2019

In previous translation-industry-themed blog posts ( one and two ), we covered the standard qualifications for providers and translator vetting in the industry. This time we want to dive into the methods and tools of professional translation and localization providers, so that you know your provider is translating your projects efficiently, consistently, and cost-effectively.

industry standards 65

industry standards 65

Working Solutions

MAY 7, 2019

Few companies set out to deliberately offer a bad customer service experience. At the same time, though, most businesses that do offer their customers a poor experience may not quite realize they’re doing so. After all, a subpar customer experience can result from a variety of larger mistakes, including the failure to: Respond promptly to […].

Customer Service 68

Customer Service Customer Experience outsourcing Call Center 68

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

Toister Performance Solutions

MAY 7, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The bank's customer service rep was distracted. He was responding to emails in between phone calls. The problem was he'd get halfway into an email and then the next call would come in.

Banking 59

Banking Advertising Contact Center Customer Service 59

InTheChat

MAY 7, 2019

This is the second post in our three-part series on digital trends in the travel and hospitality sector. In our first post, we discussed overall travel industry trends, as well as specific airline and hotel travel trends. Today, The post Hospitality and Travel Digital Case Studies appeared first on InTheChat.

Airlines 54

Airlines Contact Center Customer Experience 54

ChaseData

MAY 7, 2019

What happens in your contact center when calls are coming in faster than you have the staff to handle? Ideally, this doesn’t ever happen in your call center. But if your facility is like most, you’ve been caught unprepared for peak times and seasons at least a few times before. To better manage your peak times and keep your customers satisfied and well-served, it’s important to understand when and why these events happen and how to address them.

Telemarketing 56

Telemarketing Management Call Center Contact Center 56

GetFeedback

MAY 7, 2019

There is no denying the fact that we live in an era of instant gratification. The immediate response that we.

Customer Experience 60

Customer Experience 60

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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

Alorica

MAY 7, 2019

Meet Pablo. Not only is he a music-loving Business Process Manager, but he was also born during a solar eclipse that only happens every 90 years! Check out his video to find out more about him! ????. Source.

Management 48

Management 48

Webtext

MAY 7, 2019

Norristown, PA & Galway, Ireland, May 7, 2019 /PRNewswire/ — WEBTEXT, a leading provider of enterprise messaging announced today that its ServiceNow CRM messaging solution is being deployed by NOW customers in North America. “We’ve made a very large commitment to building A.I. and ML (Machine Learning) into our next-gen solutions”, said AJ Cahill, WEBTEXT CEO. […].

Customer Experience 49

Customer Experience CRM Enterprise 49

ConvergeOne

MAY 7, 2019

In today’s competitive business environment, you have to get creative to turn challenges and obstacles into opportunities. Every business wants to take advantage of the latest and greatest technologies, but doing so can quickly become exorbitantly expensive. With ConvergeOne, now you can utilize high-quality equipment and meet stringent budgets by choosing from hundreds of popular products that have been refurbished to original manufacturer specifications.

Technology 48

Technology 48

Nuance

MAY 7, 2019

The history of time-keeping dates back thousands of years, with the Egyptians eventually dividing the day into 12-hour periods. Since then, methods of tracking time have evolved from using tools like the hourglass to mechanical clocks and smartwatches. Regardless of the device, the measurement of time is important and saving it even more so. Whether […] The post Turning time-savings into professional and personal satisfaction appeared first on What’s next.

Personalization 48

Personalization 48

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

Cincom

MAY 7, 2019

A configure-price-quote (CPQ) solution makes life easier for sales reps in many ways. CPQ makes life easier for salespeople because … Continue reading "CPQ Makes Sales Reps’ Lives Easier and More Productive". The post CPQ Makes Sales Reps’ Lives Easier and More Productive appeared first on Cincom Blog.

Sales 45

Sales Management 45

Whitepages Pro

MAY 7, 2019

Beginning 14th September, 2019, Strong Customer Authentication (SCA) will take effect in conjunction with the revised Payment Services Directive (PSD2). Despite the quickly approaching deadline, 25% of EU online merchants are unaware of SCA according to the most recent PSD2 tracker. What exactly is SCA? Designed by the countries of the European Union, SCA will require authentication built into a checkout flow for online payments originating from Europe.

Banking 45

Banking Technology Customer Experience 45

Infinity

MAY 7, 2019

To some, luxury shopping means immersing oneself in an opulent, prestigious, and first-class store. They’ll envision themselves being doted on by eager sales staff who’ll fulfil any request they may have. To others, it may mean convenience combined with splendour in the form of a sumptuous website they can visit and still get the “luxe” experience. But, is this the case anymore?

Analytics 40

Analytics Best practices Sales Marketing 40

Whitepages Pro

MAY 7, 2019

Beginning 14th September, 2019, Strong Customer Authentication (SCA) will take effect in conjunction with the revised Payment Services Directive (PSD2). Despite the quickly approaching deadline, 25% of EU online merchants are unaware of SCA according to the most recent PSD2 tracker. What exactly is SCA? Designed by the countries of the European Union, SCA will require authentication built into a checkout flow for online payments originating from Europe.

Banking 40

Banking Technology Customer Experience 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

Etech GS

MAY 7, 2019

My daughter (McKenna) is in kindergarten and her teacher (Ms. Dee) is an excellent facilitator, experienced in her role, a creative thinker and a real people person. I appreciate the role Ms. Dee has played in both my children’s lives (she has been teaching more than 30 years). I know that she cares and is willing to try even when things get tricky.

Personalization 40

Personalization Management Call Center 40

CSM Magazine

MAY 7, 2019

Client satisfaction is a key goal for almost any company. After all, it tends to generate higher profit rates. It’s also heavily linked with happy employees. A recent study conducted through the web platform engaging.works testifies this. It highlights that motivation and effort levels tend to be greater among workers that feel supported by their employer.

Sales 40

Sales Customer Experience Customer Service 40

Playvox

MAY 7, 2019

Training your customer service team on a regular basis is the best way to ensure they keep delivering the quality experience your audience expects.

Customer Service 42

Customer Service Management 42