Contact Center Pipeline

FEBRUARY 6, 2019

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169

CX Global Media

FEBRUARY 6, 2019

I’m cursed. Are you? For years I fell into a trap that I see many in the contact center industry fall in to. It’s the trap of managing workflow for efficiency. I need to be careful not to manage queues of interactions because that’s how it’s always been done. My reality check is to remember, those are people in queue. Not efficiency metrics or channels to be managed.

Contact Center 270

Contact Center B2C Coaching Call Center 270

CX Accelerator

FEBRUARY 6, 2019

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator slack channel. It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011.

Contact Center 206

Contact Center B2C B2B Metrics 206

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. As I have written before , the results that we should be seeing are not there. It’s time to put up or shut up. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerTh

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

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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.

ShepHyken

FEBRUARY 6, 2019

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry. My job is to talk to them about customer service. As part of my homework, Todd Hopkins, their CEO, shared the Office Pride Culture book.

Accountability 278

Accountability Customer Service 278

Ansafone

FEBRUARY 6, 2019

Global competition in the marketplace has put power in the hands of consumers. Consumers who are increasingly demanding quality interactions with their preferred brands. A whopping 88 percent of customers told Harris Interactive that a company’s ability to exceed their service expectations is more important than its innovative products or price points.

Customer Experience 90

Customer Experience Contact Center Multichannel Customer Service 90

GetFeedback

FEBRUARY 6, 2019

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on. Well, there is a way to find out and at the same rekindle the relationship that was once there.

Surveys 74

Surveys Education Marketing Management 74

Ansafone

FEBRUARY 6, 2019

Success in the contact center begins with the hiring process. When you bring in customer service agents who naturally have these five qualities, your customers are more likely to have positive experiences that strengthen brand reputation, engagement and loyalty. Hiring managers can use specific techniques to gauge a candidate’s emotional intelligence skills while ongoing training … 5 Qualities of Great Customer Service Agents Read More ».

Customer Service 86

Customer Service Contact Center Management 86

bold360 Blog

FEBRUARY 6, 2019

Over the past twenty years, the internet has completely transformed the way consumers shop, but until recently, the business-to-business buying experience was still fairly old-school. Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. But all of that is changing…and quickly.

B2B 82

B2B Personalization Chatbots B2C 82

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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

Surveys

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Amity

FEBRUARY 6, 2019

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. The problem is, I don’t know what to look for or where to start. What should I be looking for?

Management 71

Management Chief Customer Officer SaaS Accountability 71

Ansafone

FEBRUARY 6, 2019

If you are looking for customer service solutions on which you can depend, you have come to the right place. Our team uses an omnichannel approach to customer service so that your customers can connect with you on a platform with which they are comfortable. Our friendly and caring team uses the latest technology to … Human Touch With Modern Technology Read More ».

Technology 69

Technology Contact Center Interactive Voice Response Customer Service 69

Fonolo

FEBRUARY 6, 2019

Containment rate is a well-established performance metric in the customer service world, but not as well-known as NPS or hold time. I would say it’s on the “wonkish” side as far as metrics go. So, you can imagine my delight to see “containment rate” mentioned in a New York Times Op-Ed last week! Not surprisingly, it was in the context of a “robots-will-take-our-jobs” thesis, but it at least was a more nuanced approach than what we usually see in the mainstream press.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

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

SharpenCX

FEBRUARY 6, 2019

Hanging on to your current, loyal customers packs more bang for your buck than acquiring new customers. Research shows that for every cent a company shells out to improve customer service, the ROI is between 34 to 400 percent. And. Read More. The post Customer Retention vs. Customer Acquisition: Why Loyal Customers Pack More Value appeared first on Sharpen Contact Center Software.

Customer retention 59

Customer retention Contact center software Contact Center Customer Service 59

Call Experts

FEBRUARY 6, 2019

In an ideal world, employees would never miss work without prior warning. Advance notice for time off allows managers and supervisors to prepare for absences and avoid understaffed departments. However, last-minute call-outs happen, emergencies are not always predictable, and even the most reliable employees miss work. It is essential to map communications through call-out lines while eliminating the stress associated with complicated issues.

outsourcing 61

outsourcing Call Center Answering services Benchmark 61

Guru

FEBRUARY 6, 2019

This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here.

Customer Service 56

Customer Service Technology 56

Kayako

FEBRUARY 6, 2019

When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process. And a qualified team is always by your side to help with any questions.

Accountability 52

Accountability Personalization Customer Support Customer Experience 52

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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.

Self service

ChaseData

FEBRUARY 6, 2019

Contact centers aren’t all the massive facilities we picture when we envision modern customer service. Many call centers are still relatively small operations, which means that the one-size-fits-all attitudes of software manufacturers won’t suit their needs as well as those of larger facilities. Unfortunately, this leaves many smaller facilities feeling like today’s best tools and technology – such as call center automation – are beyond their budget and needs.

Call Center 56

Call Center Contact Center Technology Customer Service 56

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service.

Metrics 55

Metrics Customer Service Management Contact Center 55

Interactions

FEBRUARY 6, 2019

There’s no question that companies who implement a conversational AI solution for their customer care strategy are making the right choice. Per a recent PwC survey of 1,000 business executives who’ve already invested in AI, 46% expect AI to create better customer experiences while 38% expect it to offer significant operational cost savings. Intelligent Virtual Assistants (IVAs) have proven to transform customer care while reducing operational costs for companies in a variety of industries.

Customer Care 48

Customer Care APIs Chatbots Enterprise 48

Monet Software

FEBRUARY 6, 2019

A Valentine’s Day Webinar from Monet and NewVoiceMedia. Date: Thursday, February 14, 2019. Time: 10am PST. It’s Valentine’s Day in the Contact Center. But, where is the love? Customers are frustrated, they feel taken for granted, and are looking at other brands. Your agents are not engaged anymore, and you fear they’re going to break up with you.

Contact Center 48

Contact Center Coaching Management 48

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

CSM Magazine

FEBRUARY 6, 2019

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. However, no two organizations are the same. Each has their own targets to meet and challenges to face, so making data-driven decisions is key.

Customer Service 51

Customer Service Enterprise Sales Metrics 51

GetFeedback

FEBRUARY 6, 2019

Use this guide to learn how to apply and optimize this new survey distribution feature. .

Surveys 60

Surveys 60

Bright Pattern

FEBRUARY 6, 2019

At Customer Contact Week (CCW) Nashville, there were three half-day sessions, one of which was on Customer Journey Mapping. To start things off, Customer Contact Week and IQPC analyst Brian Cantor presented findings from IQPC’s recent journey mapping research. This was then followed by a short Q&A with Hilton, in which they discussed the challenges with customer journeys.

Journey mapping 47

Journey mapping 47

GetFeedback

FEBRUARY 6, 2019

Use online surveys to rekindle the relationship that was once there with your customers.

Surveys 60

Surveys 60

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

Journey mapping

Talkdesk

FEBRUARY 6, 2019

Traditional mattress shopping can be painful. You are trying to buy the perfect mattress that you will be spending one-third of your day on, but you have to deal with an aggressive sales rep who is trying to hit his/her quota, the many options that are available and pricing, which is typically quite high. In 2012, one mattress company decided to change these perceptions and disrupt the mattress industry.

Customer Experience 42

Customer Experience Sales Customer Service 42

Maru Group

FEBRUARY 6, 2019

Results and insight from Are you listening? Financial Conduct Authority’s Treating Customers Fairly review. . Customer feedback is vital for brands looking to protect and grow their market share. Understanding customer’s wants, needs and expectations means providers can better service customers through streamlined services, targeted product offerings and improved experiences.

Feedback 40

Feedback Finance Customer Experience Marketing 40

Calltools

FEBRUARY 6, 2019

No matter how successful your sales team is at your call center, there’s always room for improvement. And luckily, there are plenty of call center tools that can help your agents become more productive and better at closing deals on the phone. If you want to see better numbers from your agents, the key is to start relying more on the data you’ll get when you let call center software track certain metrics.

Sales 40

Sales Marketing call center software Metrics 40