Wed.Aug 12, 2020

article thumbnail

The 5 Rules of Behavioral Journey Mapping

Beyond Philosophy

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.

article thumbnail

Be Nice—It Doesn’t Cost You Anything

ShepHyken

What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Automation: The Contact Center’s Grocer

Contact Center Pipeline

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes of the current crisis are, of course, the health care workers and first responders who are on the front lines caring for the sick and maintaining a brave demeanor in […].

article thumbnail

The Central Role of Computer Vision in Multiexperience

TechSee

The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and th

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Concentrix Releases Advanced Biometrics Solution for Secure Work-at-Home Environment

Concentrix

Concentrix, a leading global Customer Experience Solutions Company, today announced SecureCX™, the CX BPO industry’s newest Work-at-Home platform. The post Concentrix Releases Advanced Biometrics Solution for Secure Work-at-Home Environment appeared first on Concentrix.

More Trending

article thumbnail

Microsoft Inspire 2020 Coverage – a Word to Your Puppy!

Cincom

What an amazing week the second from the last week of July was professionally! In fact, I don’t recall the last time something got me so engaged and excited about the job I do. “Microsoft Inspire 2020 Highlights” A quick internet search on “ Microsoft Inspire 2020 Highlights ” will produce a list of 3,250,000 results in about 0.38 seconds.

article thumbnail

Compelling Conversations: Debt Recovery Collection Centers Find Value in Speech Analytics

Noble Systems

Debt recovery is big business with one in three Americans having past-due payments in collections totaling trillions of dollars for mortgages, car loans, credit cards and medical bills. With no end in sight and people carrying more debt each year, debt recovery collection centers and collections agencies have their work cut out for them. Collections organizations must maintain a balancing act between increasing recovery rates and staying compliant with industry regulations to avoid hefty fines a

article thumbnail

4 Essential Contact Center Improvements In A Year of Uncertainty

NICE inContact

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

article thumbnail

Transcript: Lessons Learned from Covid-19: Taking a Digital-First Approach to Today’s New Environment

LiveVox

Full Transcript Access the full webinar recording here. JIm Lynch [00:04:11]: I’m Jim Lynch. I’m the Senior Director of Product Marketing here at LiveVox. So, really excited to be here today. Um, so we’ll touch on taking a digital first approach to today’s new environment. So we always think about what is new and obviously […].

article thumbnail

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.

article thumbnail

How can we press START on timeshare?

Customercount

By Bob Kobek, RRP for the ARDA Developments Magazine, reprinted with permission The Microsoft Start Button contains all your apps, settings, and files—and that makes it so very simple to access everything you need to begin employing all the tasks you need. To accomplish whatever you need to get your technology moving. The Start button […]. The post How can we press START on timeshare?

article thumbnail

FLUENTSTREAM IS THE 1,203rd FASTEST GROWING COMPANY IN AMERICA!

FluentStream

We’re thrilled to announce that FluentStream was listed as #1203 on the Inc. 5000 Most Successful Companies in America! That’s our highest rank ever! While this is our third year in a row making the list (not that anyone’s counting), Read More.

52
article thumbnail

Intercom Brings Enterprise-Grade Efficiency and Scale to Conversational Support

CSM Magazine

Businesses no longer have to choose between clunky email ticketing systems that work for their team and the modern, messenger-based experience customers demand. Intercom , the Conversational Relationship Platform that helps businesses drive faster growth, today launched powerful new features to bring enterprise-grade efficiency and scale to conversational support for the first time.

article thumbnail

Domestic Customer Support Representatives vs. Customer Support Representatives Based in the Philippines

Vcaretec

In recent years, it has become very popular for American companies to outsource call center support to the Philippines. The Republic of the Philippines is a nation in Southeast Asia made up of an archipelago, or a small chain of islands. The cost of customer support is significantly lower outside of the United States, and with a cultural history of hospitality, the Philippines became a natural spot for an international outsourcing market to develop.

article thumbnail

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.

article thumbnail

How Does ChaseData CCaaS Deliver Management Performance While Working from Home?

ChaseData

Most businesses with a large number of employees are experiencing a shift in their workforce to a work-from-home model. This is largely due to the complications brought on by health and safety concerns due to the COVID-19 pandemic. However, there are plenty of other reasons why your call center or customer service department may be moving toward a remote work model.

article thumbnail

How Can Inventory Management Improve Customer Experience?

CSM Magazine

Inventory management has a pivotal role when it comes to good customer service management. A person with convenient access to data can match the right order to the right customer, meaning, they can provide customers with precise information about stock levels. A company holds inventory to deliver the selected items to its customers when they want it and through the platform, they choose to buy from.

article thumbnail

SecureCX™

Concentrix

Take work at home security to the highest level. The post SecureCX™ appeared first on Concentrix.

62
article thumbnail

Zappix Sees High Demand for Visual IVR and Mobile Self-Service After COVID-19 Outbreak

Zappix

Zappix, the leading Visual IVR and Mobile On-Demand App vendor, has seen a sharp increase in demand for its flagship customer service automation products since the outbreak of COVID-19.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

article thumbnail

Inc. Magazine Unveils Its Annual List of America’s Fastest-Growing Private Companies—the Inc. 5000

Helpware

52
article thumbnail

How Does ChaseData CCaaS Deliver Management Performance While Working from Home?

ChaseData

article thumbnail

Inc. Magazine Unveils Its Annual List of America’s Fastest-Growing Private Companies—the Inc. 5000

Helpware

52
article thumbnail

Aug 12 – Customer Success Jobs

SmartKarrot

Role: Senior Customer Success Manager Location: Newyork/Eastcoast, US Organization: Augury As a Senior Customer Success Manager, You will have to ensure that customers on board and adopt Augury widely and continuously gain value from their products and services. Manage the entire customer lifecycle while maximizing their value with the right guidance.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

Qubicles’ Marlon Williams Named on Miami’s Top 18 Black Entrepreneurs to Watch in 2020

Fenero

“With protests raging across the country against systemic racism and police brutality, the importance of combating the inequitable conditions facing black people in America is currently under as bright a national spotlight as we’ve seen shone on it in decades,” states Felecia Hatcher in the August 10, 2020 article Driving Growth – Miami’s Black Startup Community and 18 Founders Driving Its Growth in 2020.

article thumbnail

5 Tips to Deliver a Great SaaS Customer Onboarding Experience

Totango

Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them value and growth. Achieving this success depends on your customer’s ability to quickly get to grips with your product’s interface, features, and the way the whole program integrates with their workflow. . The most effective ways to take the stress out of that transition are to build the customer onboarding experience around simple steps and a clear path t

SaaS 87
article thumbnail

How to Get Your Customer Experience up to Speed Today if You Haven’t Adopted an Omnichannel Customer Support Strategy (Yet)

SharpenCX

You know that feeling that overwhelms you when you miss a deadline? You started a project, but then your toddler threw a tantrum. Your dog barked at delivery trucks from dawn ‘till noon and an 11 th Zoom meeting snuck onto your calendar. With so much piling up, you just didn’t get the big project done. Then, it eats at you until you finally cross the item off your to-do list.

article thumbnail

How to Make Your Customer Service Team’s Job Easier

CSM Magazine

If you have a customer service team then you will know how important it is for you to try and make sure that they have the support they need to do their job right. If you don’t then you may find that they end up not doing their job properly at all and this can work against you. If you want to make a change then you can find out everything you need to know, right here.

article thumbnail

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.