Thu.Oct 04, 2018

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How Does Time of Day Affect How Much We Sell?

Beyond Philosophy

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

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Top 10 Posts for Customer Service Week Inspiration

Contact Center Pipeline

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few more ideas or a bump of inspiration to keep the appreciation flowing, the following are our top 10 posts filled with […].

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Proven Strategies to Improve Customer Loyalty

Fonolo

Business must be run at a profit, else it will die. But when anyone tries to run a business solely for profit … then the business must die as well, for it no longer has a reason for existence. – Henry Ford. Ford started out with a dream: Build a horseless carriage affordable enough for every American household. He wanted Ford Motors to be special, not just another giant, aloof institution in the marketplace.

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Jenny Dempsey to Speak at ZenDesk Relate Conference

Customer Service Life

In order to take the best care of others, we must first take the best care of ourselves. @jennysuedempsey. When it comes to fostering a culture of self-care and supporting our customer service agents to the best of our abilities, we must first set the stage and care for ourselves. If we can talk the talk, we better be walking the walk. I’m honored and SO excited to attend and speak at the upcoming ZenDesk Relate Conference this November held at The Fairmont in San Francisco.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Ultimate Guide to Building a Customer Success Team

CustomerSuccessBox

Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on the bottom-line. This makes it imperative to take the guidance from experts who have years and years of experience in the field.

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Beginner’s Guide to Creating Chatbots Using Dialogflow

kommunicate

Dialogflow (previously API.ai) is one the leading chatbot builder platform. In this article, I will show you how to create a simple chatbot using Dialogflow. You will find details about the tools and the technology used while building a chatbot. The article also has a walkthrough of Dialogflow and outlines the chronological flow, so that by the […].

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Stratifyd Voted One of Charlotte’s Best Places to Work 2018

Stratifyd

Each year, the Charlotte Business Journal honors companies in the area for having benefits, policies, and practices that make them some of the most desirable places to work. The companies are chosen based on employee surveys, and this year, the Stratifyd workforce showed love for the company in a big way. “I’m very excited about the Best Places to Work,” Stratifyd CEO, Derek Wang said.

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Innovating Delivery with Key Communication Tech Trends

Nexmo

From their heavy investment into driverless technology to the app-based business models they employ, ridesharing services such as Lyft and Uber have become disruptive players on the tech scene, as reported in the MIT Technology Review. And while there’s plenty to be said about the innovation these increasingly popular services will no doubt introduce, their […].

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The Goals to Set For Your Customer Service Team

Provide Support

The French writer Antoine de Saint-Exupéry is credited with saying “A goal without a plan is just a wish.”. It is generally understood that the goal in customer service is to have effective communication with customers, which will result in customers being satisfied and will produce more revenue for the company in the end. However, what is effective communication?

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The Open CCaaS Advantage Report

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.

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Lead Like a Sales Warrior with Jason Forrest

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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Advocamp Field Day 2018 Recap

Influitive

On October 3, 2018, campers joined us from far and wide to celebrate customer love at Advocamp Field Day, the biggest customer engagement, experience, and advocacy event of the year. Aside from getting inspired by world class speakers and fellow customer advocacy professionals, campers also enjoyed some trail mix and had some run-ins with a.

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6 Things to Avoid When You Celebrate Your Agents

SharpenCX

Your agents are problem-solvers. It sounds like a positive, upbeat kind of role – taking something negative and turning it into something valuable. But, it also means that your agents ALWAYS get handed the negatives first. Being handed a giant. Read More. The post 6 Things to Avoid When You Celebrate Your Agents appeared first on Sharpen Contact Center Software.

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Improve Your Business Meetings by Going Old School

Jive

Businesses spend $37 billion a year holding unproductive meetings. But I don’t need to tell you —we experience meeting drudgery every day. So how do we change it? How do we hold effective business meetings? Well, a good place to start is going back to school. The business world can dramatically improve their business meetings by learning a few tips from their teachers.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Lessons From the Overlook: Sometimes Work Isn’t Fun

Toister Performance Solutions

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. There are times when we have to put in hard work and long hours, and it seems like there's no reward in sight.

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The Competitive Edge Delivered by Speech Analytics

Monet Software

Whatever business you are in, whatever product or service you are selling, however many other companies are competing against you for the same customers, there’s one thing you can do right now to gain a competitive edge in your industry: add speech analytics to your contact center. Why? Because surveys show that just one out of five contact centers have already done so.

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Revation Discusses Cloud-based Customer Engagement at the 2018 ABA Annual Convention

Revation Systems

Are you attending the 2018 American Bankers Association (ABA) Annual Convention? Are you looking for a customer engagement solution to help your bank meet growing customer expectations? If you answered yes the previous two questions, then be sure to add Revation Systems to your conference agenda! Join the Revation team in New York, N.Y., October 21 – 23, where thousands of banking professionals will discuss how new innovations are helping organizations find success connecting with members throug

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Meet the CallSource Team: An Interview With Adam Kottler

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Adam Kottler. Title: Strategic Partner Manager. When did you start working for CS? I started working for CallSource in January of 2009. I’m coming up on a decade with the company, and I’ve enjoyed watching us grow and evolve over the years. What position did you start in?

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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State of DevOps Insights. 5 questions for Dr. Nicole Forsgren

Cyara

This week, I had an opportunity to reconnect with Dr. Nicole Forsgren, CEO and chief scientist at DevOps Research and Assessment (DORA). Some of you DevOps aficionados will remember her fascinating keynote presentation, The Data Behind DevOps , at the Cyara Xchange conference, earlier this year. Through her work with DORA, Nicole helps some of the world’s top companies become high-performing organizations that are able to move faster and build more secure, resilient systems.

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A Chatbot for Your Contact Center

Creative Virtual

By Mandy Reed, Marketing Manager (Global). Contact centers around the world are celebrating Customer Service Week this week, recognizing their agents who deliver service and support to customers all year long. But many of those contact centers are missing an important team member. A team member who never needs a day off, who doesn’t get annoyed answering the same questions over and over, and who makes the rest of the team better at their jobs.

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Customer Experience in Field Service – On Demand Webinar

Service Strategies

On Demand Webinar. In this informative webinar featuring special guest Mark Brewer, Global Industry Director for Service at IFS, we discussed how to deliver a superior customer experience throughout the entire service lifecycle, without losing sight of your bottom line. The post Customer Experience in Field Service – On Demand Webinar appeared first on Service Strategies.

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Progressive Dialer Versus Predictive Dialing: Which Is Your Best Bet?

ChaseData

Outbound calling is a numbers game. The more numbers that your agent style, the more contacts that they will make, the more contacts that they make, the more of your product or service they will sell. However, the goal of outbound calls can be broken down to one simple line of text. Reach as many qualified buyers as possible.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

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.

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Four steps to better fintech digital customer service

TELUS International

Learn how leading fintech firms like Square, N26, iSelect and Revolut are delivering a superior digital experience.

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The Hidden Partner of a Successful Content Marketing Strategy

AnomalySquared

A successful content marketing strategy, has a hidden partner. Can you guess what it is? Let me give you a hint. What do you do when you have a problem shipping something? Or when you need to update your credit card information? You pick up your phone, right? At the end of the line is an agent at a contact center. Contact centers and content marketing are surprisingly but inextricably linked.

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The Customer Onboarding Handoff: Don’t Drop the Baton

Education Services Group

If you’re onboarding a new customer, that can only mean one thing. You did it. You made it. You beat out all of your competitors. They chose you, and now you know, they like you. They really like you! But now it’s show time for your product and Customer Success team, and if you don’t keep it together, you could just as easily lose that customer. Before you go any further, take a moment to reflect on your current customer onboarding process with two things in mind — the two biggest reasons people

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What is Virtual Queuing?

VHT

Virtual queuing is basically the ability to hold a caller’s place in line (virtually, of course) so they don’t have to sit hold hold and wait. This allows callers to go about their day and gives service reps the time to work through customer interactions without interruption. Here’s an in-depth look at how virtual queuing works and some of the major benefits that come along with using this technology.

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Decoding the Call Labeling and Blocking Process

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.

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Beyond the Call: Measuring how agent behavior affects post-call outcomes

Tethr

The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Many organizations have business goals centered around post-call outcomes like the results of an NPS survey, a completed sale, or an attended appointment, so it’s critically important to be able to anal

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Cut Every Customer Call By One Minute

Monet Software

Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now consider what would happen if you reduced the length of each of those calls by one minute. We’re no math geniuses, but we believe that comes to 1,000 minutes – or more than 16.5 hours. Among other benefits, that one improvement would cut average wait time, which inevitably improves customer service.

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6 effective ways executives can show their appreciation for customer service agents

Liveops

Customer Service Appreciation Week is the perfect time to reflect on how to show gratitude all year long. Full disclosure: I am the Senior Vice President of Marketing at Liveops and have worked in marketing for my entire career. Most marketing executives don’t typically have a direct connection to customer service agents or teams but I’ve gotten the chance to spend a lot of time thinking about the customer experience, and that disconnect doesn’t sit well with me.