Toister Performance Solutions
APRIL 4, 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. "They never have enough cars." The rental car employee had just picked me up from the auto repair shop and was driving me back to the rental office so I could get a car.
UJET
APRIL 4, 2019
Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges , were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
APRIL 4, 2019
Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.
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.
Contact Center Pipeline
APRIL 4, 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. Customer experience (CX) is an area that can provide both this increased attention and help maintain customer loyalty—that is, when CX is done the right way. In fact, […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Influitive
APRIL 4, 2019
Discussions are a critical aspect to the success of any online community. With a platform that allows for one to one interaction with like-minded people, that’s where members truly begin to identify with the community. If a community made up of highly engaged members is a roaring fire, the role of the community manager is. The post 8 Discussion Topics To Help Kick-Start Your Online Community appeared first on Influitive.
Aspect
APRIL 4, 2019
Employees are the ambassadors or your business, and their state of mind during customer service calls greatly affects the dynamics of these conversations and ultimately greatly affects the customer experience. But only in the past few years has agent happiness been recognized as a key determinant of customer happiness. In retrospect, it’s obvious to anyone with an inkling of human nature.
OctopusTech
APRIL 4, 2019
Emails save your customers to getting frustrated from annoying phone calls when they are in a strict schedule of their day-to-day routine. No matter, today more and more organizations turning their back to telecalls but emails still have a strong hand in your customer support. So, there is a huge demand for email support representatives in the outsourcing industry for their non-voice services.
SharpenCX
APRIL 4, 2019
Sure, it’s a cliché –– if you have happy employees, you’ll have happy customers –– but, it’s true. When you’re on a mission to build a great culture, don’t stop with employee satisfaction. Having employees who are content or satisfied. Read More. The post Why Engaging Your Employees Should Matter to You: The Relationship Between Employee Engagement and Providing your Customers with the Best Experience appeared first on Sharpen Contact Center Software.
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
Answer Dash
APRIL 4, 2019
(This article is originally published at Martech Advisor ) An overly complicated customer engagement strategy results in a disconnected experience for your customers. Here are pointers to help you become more efficient and build loyal customers through a simplified customer engagement approach.
Avoxi
APRIL 4, 2019
If you're looking the best virtual phone number provider for your business, you've come to the right place. Finding the best virtual business phone service doesn't have to be difficult. Whether a large or small business, you're sure to find the best virtual phone number service provider for your specific needs here. Of course we think… The post Best Virtual Number Providers in 2019 appeared first on AVOXI.
NICE inContact
APRIL 4, 2019
Chances are good that you encounter Auto Attendants almost daily. They are easy to recognize: F or this, press 1. F or that, press 2 …. If you have ever called a business and been presented with choices without the intervention of a receptionist, then you have “met” an Auto Attendant. Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection. .
Bright Pattern
APRIL 4, 2019
When it comes to compliance in the card payment space, the Payment Card Industry Data Security Standard (PCI DSS) is the rule by which all card transactions must abide. Founded in 2006 by the major credit card processors, the PCI DSS addresses and helps alleviate vulnerabilities within the payment card ecosystem (i.e. POS, online and mobile shopping apps, wireless hotspots, etc.).
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.
Interaction Metrics
APRIL 4, 2019
April 2019: Catch customer experience speaker, Martha Brooke at 2 national conferences: Operations Summit in Columbus, OH and the Smart Customer Service track of CRM Evolution in Washington, DC. Both conferences focus on the latest technologies and strategies driving the customer experience.The first day of Operations Summit, on April 9, in a Master Class Workshop Martha will discuss customer experience measurement and how to get your survey out of a rut.
ClientSuccess
APRIL 4, 2019
ClientSuccess will host David Jackson , Founder and CEO of TheCustomer.Co , for this month’s customer success webinar series: Product-Led Customer Success: What, How, and Why. David will share his thoughts on how to scale your team and organization with product-led customer success. In this webinar, David will set the stage of product-led customer success by discussing the current state of the customer success discipline and a glimpse of what he believes is the future.
Nuance
APRIL 4, 2019
Have you ever thought about what makes for a good day at work? Is it if you had a chance to generate new ideas? Is it completing a project? Working with a fabulous team is certainly a part of my everyday joy. I believe the majority of people take pride in their work and want […] The post At the end of the day … bring more joy to work appeared first on What’s next.
Quadient
APRIL 4, 2019
Considered the first smart phone, IBM’s Simon Personal Computer was available to consumers in 1994, over a decade before Apple’s first iPhone. Smartphones put information at the fingertips of millions of consumers and today, people use smartphones to research, shop and purchase any number of products and services, including insurance, according to their individual needs, wants and preferences.
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.
Whitepages Pro
APRIL 4, 2019
Our latest product innovation, Transaction Risk API , was officially launched a couple of weeks ago at Merchant Risk Council (MRC) 2019. As a market driven company we are always pushing to help businesses solve their biggest pain points, and the birth of our latest innovation is no exception to that rule. In this three part blog series we will cover why we built it, how we built it, and what value it brings to the market.
CSM Magazine
APRIL 4, 2019
When it comes to your app quality and uptime, your users need to count on you more than anything. If you’re like the majority of the population, you’ve experienced some bad apps in your lifetime. Most likely you downloaded them once only to never open them again, or maybe you left negative feedback only for your complaints to go unanswered. The fact of the matter is great customer support goes a long way to improving your app uptime and quality.
Infinity
APRIL 4, 2019
The definition of insanity is “doing the same thing over and over and expecting different results.” Not that we’re insinuating marketers who haven’t reviewed their data strategy in a while are insane. Or are we? What worked a decade ago often won’t cut it today. It is pivotal to have a clearly defined data strategy but it is equally crucial to be flexible and to pivot when required.
Cincom
APRIL 4, 2019
Pricing-and-quoting software delivers immediate, tangible benefits to customers who engage with your enterprise. The costs associated with building the wrong … Continue reading "Four Ways Pricing-and-Quoting Software Benefits Customers". The post Four Ways Pricing-and-Quoting Software Benefits Customers appeared first on Cincom Blog.
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!
Playvox
APRIL 4, 2019
Measuring your business’s performance is the best, most effective way to determine how well your team’s working and what you can do to deliver a customer experience you’re truly proud of.
Creative Virtual
APRIL 4, 2019
By Mandy Reed, Marketing Manager (Global). It seems like everyone is talking about ‘digital’ these days – digital assistants, digital data, digital marketing, digital art, digital footprint. We’re increasingly reliant on digital devices – smartphone addiction, anyone? – and the need to be constantly connected. On a flight recently, there was a passenger a few seats away from me having a mini-meltdown because the onboard WiFi wouldn’t be available for the entire flight.
Horizon CX
APRIL 4, 2019
As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward. All is well and good except when it comes to product-centric organizations believing and acting as if whatever they manufacture and sell or offer as a service is perfectly aligned with client needs and wants.
Provide Support
APRIL 4, 2019
More and more websites today are managed with help of WordPress platform. The growing audience of website owners creates the growing demand for various plugins that facilitate not only website management process but also help improve customer experience. Live chat plugin can be easily added to your WP and will allow your website visitors chat with you in real time.
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
Language I/O
APRIL 4, 2019
Totango
APRIL 4, 2019
In March, the Totango team delivered multiple features that empower you to drive customer success methodologies organization-wide, reduce administrative work, and customize Spark around your business goals. Check them out below: New Scorecard KPI Capabilities. We made two big improvements to Scorecard KPIs in March: You can now configure Scorecard KPIs to aggregate and display your data as percentages.
Jon Arnold
APRIL 4, 2019
Enterprise Connect 2019 was so good that we’re still talking about it! Well, not exactly, but the BCStrategies team finally found a time last week to share our collective thoughts. Most of us have already said our piece - and my posts are easy to find here on my blog - but talking has a different vibe than writing, especially when we’re doing it as a group.
Expert insights. Personalized for you.
77 
Let's personalize your content