Toister Performance Solutions
SEPTEMBER 12, 2019
Elisabeth Swan, Managing Partner of GoLeanSixSigma.com. Process is more important than training. That's tough for me to admit as a trainer, but it's true. You can give someone the best training and then give them a lousy process, and the results will be poor. Give that same person minimal training but a fantastic process, and they'll likely do just fine.
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Fonolo
SEPTEMBER 12, 2019
When you work in a call center, an unexpected spike in call volume can quickly become problematic. If these spikes are not handled properly, customer loyalty can be lost. While many call centers expect spikes during particular times of the year (for example, the holidays), there are some increases in volume that cannot be foreseen. Perhaps you’re a retail company and a piece of your clothing was recently featured on a celebrity and now everyone wants their hands on it.
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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.
Nuance
SEPTEMBER 12, 2019
In recent years, organizations large and small have made the customer experience journey a strategic priority. Why? I think McKinsey said it best: “Many businesses are coming to understand that, increasingly, how an organization delivers for its customers is as important as what product or service it provides.” I added the emphasis on how because, […] The post Customer Success: 6 steps to make your customer touchpoints count appeared first on What’s next.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
SEPTEMBER 12, 2019
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gathe
Ameyo
SEPTEMBER 12, 2019
For every 18 calls, only 1 call is connected to the potential buyer. Picture this in a call center where all your agents’ productivity is at stake against the numbers dialed each day. For a business that depends on customer interactions, each minute of the day is important! Automation is the key to get better … Choosing The Right Call Center Dialer For Your Business Became Easy Read More » The post Choosing The Right Call Center Dialer For Your Business Became Easy appeared first on A
Totango
SEPTEMBER 12, 2019
If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience.
Nicereply
SEPTEMBER 12, 2019
As the old saying goes, you never get a second chance to make a first impression. And it’s so true when it comes to sales. Experts say that the first four seconds of communication with the customer is the most important. And you should use these few seconds to get your prospects to trust you and to see you as an expert. Because if you make a negative impression, you will have to make eight subsequent positive impressions to retain your customers.
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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
Salmat
SEPTEMBER 12, 2019
You’re a small business and you want to get the word out about a fantastic offer. Flyer campaigns are your go-to method of communication, but where do you start?
TRUSTID
SEPTEMBER 12, 2019
With contact center call volumes increasing each year, protecting sensitive customer data is a growing challenge for many financial institutions. The key to simultaneously securing your telephone environment and enhancing your customer experience is deploying the right balance of authentication technologies and processes that effectively identify callers without disrupting the customer experience.
Customercount
SEPTEMBER 12, 2019
Thoughtful feedback, in the form of a nomination for the Customer Engagement Professional award or a performance review shows staff members they are valued. Continue reading → The post CEP Award & The Power of a Thoughtful Nomination appeared first on CustomerCount.
Interactions
SEPTEMBER 12, 2019
The customer is always right. This saying has been around for quite some time, and for a good reason. It’s synonymous with the delivery of impeccable customer service, which has been proven to make loyal customers and increase revenue. But if customers are always right, why are we making them conform to our ways of doing things, instead of putting the control in their hands?
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.
DMG Consulting
SEPTEMBER 12, 2019
Question: Is robotic process automation another name for workflow management software? Answer: Robotic process automation (RPA) and workflow management software applications are different – but complementary – solutions. Both applications are intended to help organizations streamline processes and optimize resources, including the use of automation.
Guru
SEPTEMBER 12, 2019
The newest security threat is here — and it's in our calendars. Spammers have been sending Google Calendar invites containing links , bypassing inboxes and taking advantage of default calendar settings that allow invitations to automatically display, regardless of whether or not they've been accepted.
NICE inContact
SEPTEMBER 12, 2019
Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived as being too hard to work with, then it’s all too easy move on to another company.
Noble Systems
SEPTEMBER 12, 2019
You’ve loaned someone money and they won’t pay it back. It’s a sad but familiar story; research shows over 31% of US adults have debt in collections. If you’re in the debt collection business, you know that household debt isn’t going anywhere; the national aggregate amount is expected to continue to increase through 2022 at a minimum. Many collection operations use automatic dialing technology to assist with the process, especially for simple functions like bill payment reminders.
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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.
InGenius
SEPTEMBER 12, 2019
In order for organizations to continue to move forward and grow, change is inevitable. Whether your organization has already made the decision to implement a solution or is still investigating the various options, one thing is for certain. There will be organizational change. There are 2 types of change: technology change, which involves implementing new systems and/or processes, and behavioral change - getting people to change how they act.
DMG Consulting
SEPTEMBER 12, 2019
Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. While adding digital channels is a step in the right direction and a necessity for contact centers of all sizes, it is just the beginning of the process.
ForeSee
SEPTEMBER 12, 2019
Our Insight to Action webinar series gives you real-world best practices for getting the most out of Voice of Customer (VoC) programs. Watch the recordings to see how Verint ForeSee.
VirtualPBX
SEPTEMBER 12, 2019
In the light of our recent blog about sprint planning , we wanted to provide a deeper look at that process through a specific example: Calling your own phone tree. Today’s post will break down the process of reworking your Automated Attendant – also known as a phone tree – to improve the initial experiences callers have with your business. Follow along to see how you can do this on your own.
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!
Injixo
SEPTEMBER 12, 2019
October 2nd & 3rd 2019 | etc. venues Manchester. Press release - September 12, 2019.
Brad Cleveland Blog
SEPTEMBER 12, 2019
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want … Continue reading → The post Adherence to Schedule Tips appeared first on Brad Cleveland.
Language I/O
SEPTEMBER 12, 2019
Brad Cleveland Blog
SEPTEMBER 12, 2019
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
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
Brad Cleveland Blog
SEPTEMBER 12, 2019
Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.
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