Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Call Center 665

Call Center Best practices 665

Contact Center Pipeline

SEPTEMBER 5, 2017

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). It’s a hectic period, […].

Accountability 340

Accountability Interactive Voice Response Contact Center Call Center 340

Myra Golden Media

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Here’s a description of the course: Customer service is about providing the best experience to a customer—yet, a lot of the time customer service reps find that their hands are tied and that what the customer wants is not something the rep can deliver.

Personalization 252

Personalization Customer Service Customer Experience 252

ShepHyken

SEPTEMBER 5, 2017

Matt Peterson Shares Tips on Delivering Amazing Service. How would you like to know how to set yourself apart from the rest of your industry? Shep Hyken interviews Matt Peterson, CMO and co-founder of Jive Communications, a worldwide cloud based communication company that offers VoIP, video conferencing, and contact center support. Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company.

voip 227

voip Customer Care Contact Center Feedback 227

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.

Win the Customer

SEPTEMBER 5, 2017

Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. The global security solutions market, valued at $206.69 billion in 2016, will expand at a compound annual growth rate of 10.16 percent to reach $372.90 billion by 2022, the report projects.

Surveys 115

Surveys Sales Marketing Analytics 115

Toister Performance Solutions

SEPTEMBER 5, 2017

Humanity in customer service is getting rare. We shop online without ever interacting with a person. Go on a trip and you can check in for your flight, summon a ride to the airport, and check into your hotel room all from your smart phone. Got a problem? There's a self-service portal for that. Try to call and an interactive voice response system will do its best to dissuade you from talking to someone.

Customer Service 62

Customer Service Interactive Voice Response Self service Scripts 62

Verint

SEPTEMBER 5, 2017

I was lucky enough to spend a week this summer in the Galapagos Islands, where I got to see a number of unique creatures that do not exist anywhere else in the world. From the dinosaur-like iguanas that learned to swim in order to access the seaweed they live off of to the giant tortoises whose shells vary by island based on where vegetation is, it was amazing to see so many unique species thriving because of how they adapted to their unique environment.

Benchmark 61

Benchmark Analytics Best practices Enterprise 61

Andrew Mcfarland

SEPTEMBER 5, 2017

The way one analyzes a customer journey impacts customer experience delivery. Your point of view (POV) profoundly changes how you deliver a customer experience. Let’s look at an example. Read this quotation about marketing to Generation Z. Marketers are trying.

Journey mapping 54

Journey mapping Marketing Customer Experience 54

FluentStream

SEPTEMBER 5, 2017

We’re happy to announce that we will be working with world renowned voice talent, Allison Smith. Allison will be providing professional voice talent for customers who wish to have their. Read More. The post Introducing Allison Smith appeared first on FluentStream.

Interactive Voice Response 56

Interactive Voice Response 56

Advertisement

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

Uniphore

SEPTEMBER 5, 2017

Join the chatbot revolution! There are many benefits to implementing a chatbot within your contact center, most of which directly and positively impact on the end-customer. Read More.

Chatbots 53

Chatbots Contact Center 53

ForeSee

SEPTEMBER 5, 2017

I’m a huge fan of games, especially the ones that include a big payout upon winning! Creating a business from this seems like a great way to monetise our inner desires for competition. The post Why the gaming industry should place its bets on customer experience appeared first on ForeSee.

Customer Experience 45

Customer Experience 45

Jon Arnold

SEPTEMBER 5, 2017

It's hard to focus on work during the late days of summer, but I still managed to do my fair share of writing in August. Here's a digest of highlights that kept me busy (but by no means all of my posts/articles), and a sign of what I'll be working on and speaking about as my conference schedule resumes for the fall. Sidebar - my website evolution continues, and there will be updates coming over the next few weeks.

Customer Care 45

Customer Care Management Contact Center 45

Clarabridge

SEPTEMBER 5, 2017

Organizations have two kinds of customer feedback data that they measure, store, and analyze: structured and unstructured data. Structured data is information that is clearly defined and easy to report on. It is the kind of data that is generally found in a survey and can be organized in a spreadsheet: name, location, age, and rating (3 out of 5 stars, for example, or a 10 for “most satisfied” versus a 1 for “least satisfied”).

Feedback 45

Feedback Engineering Analytics Surveys 45

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

CX Journey

SEPTEMBER 5, 2017

Will you be joining Sue Duris and me for the first #CXchat of many to come? Sue and I talked about the fact that there hasn't been a Twitter chat dedicated to customer experience since #cxochat, which ended a couple years ago. Customer experience is such an important topic today that we wanted to come up with a way to continue to keep it front and center.

Education 45

Education Best practices Customer Experience 45

AnswerConnect

SEPTEMBER 5, 2017

What is live chat? Webchat, also known as live chat, is a form of online customer support. Your customers open. Continue Reading → The post Live Webchat Software: 4 Business Benefits of Website Chat Services appeared first on AnswerConnect Blog.

Customer Support 40

Customer Support Answering services 40

LiveChat

SEPTEMBER 5, 2017

Do you ever feel that your tasks have control over you, instead of you controlling your tasks? As we build our careers, it often turns out we know what we have to do, yet we fail to do it. In result, we often struggle with finishing assignments on time. That’s why we reach for “easy solutions”, such as to–do lists. Unfortunately, to–do lists often cause us stress and guilt , so we claim they don’t work.

Education 46

Education Management 46

ForeSee

SEPTEMBER 5, 2017

The days of being able to easily understand the path your customers take, from start to purchase, is over. Today, consumers have greater choices and their shopping journey has many routes that include smartphones, websites, and physical stores. The post Retailers: What happens online doesn’t stay online — navigating today’s customer journeys | CustomerThink appeared first on ForeSee.

40

40

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.

Self service

Talkdesk

SEPTEMBER 5, 2017

SAN FRANCISCO, CA.— OTG Consulting , a master agency made up of the industry’s most experienced telecom executives, and Talkdesk , a leading innovator in the cloud-based call center software space, today announced the companies have partnered to offer OTG Consulting customers and agents access to Talkdesk’s industry-leading software. Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitiv

Contact center software 40

Contact center software Consulting Consulting Contact Center 40

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day.

Call Center 140

Call Center call center software outsourcing Coaching 140

Fonolo

SEPTEMBER 5, 2017

The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The idea is that companies should find a single, simple metric to focus on and, if they choose well, it will align everyone on the team with the actions needed for success. Check out this deck on that topic from Sean Ellis, who popularized the “growth hacking” phenomenon.

Service level 52

Service level Abandon rate Call Center Metrics 52

CustomerGauge

SEPTEMBER 5, 2017

We’ve compiled a publicly available list of Net Promoter Scores® from the technology industry, along with opportunities for growth in the sector based on information from our most recent infographic! Thanks to our sister website, NPSBenchmarks.com we were able to list the Net Promoter Scores for the following industries: Healthcare, Technology, Insurance, Consumer brands, Financial Services and many […].

Benchmark 64

Benchmark Technology Healthcare 64

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