Callminer
FEBRUARY 27, 2019
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services.
CX Global Media
FEBRUARY 27, 2019
The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. When considering live chat the same thing is true. We have some new to supporting the chat channel and some experienced at chat. But success in both cases hinges on two key factors.
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Fonolo
FEBRUARY 27, 2019
The cloud has radically transformed the call center industry. The shift, now firmly in its second decade, is accepted as conventional wisdom. You rarely find people arguing the merits of premise-based call centers. But there’s no denying the fact that many premise-based systems are still sold and deployed, especially for larger call centers. It seems companies are fearful of touting any non-cloud successes because the knee-jerk reaction is to label that as anti-progress.
ShepHyken
FEBRUARY 27, 2019
Earlier this year, I had the pleasure and honor of being the keynote presentation for River Valley Bank, soon to be Incredible Bank , as they merge the names of their brick-and-mortar banks and their online bank. I love that word, incredible , almost as much as my favorite word, amazing. If someone told you the customer service at a bank was incredible, you would only think positive things.
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Customer Contact Central Submitted Articles
FEBRUARY 27, 2019
With the rise in such a variety of communication devices, does the Contact Centre really have a future? In today’s society, we take for granted the vast amount of smart technology that surround us, and over the years the decline in ‘offline’ communication, for example phone calls, suggests the direction that our future is heading.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Transparent BPO
FEBRUARY 27, 2019
The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.” But the king’s crown doesn’t fit quite so well these days as more and more companies move their customer […] The post Nearshore Outsourcing: Building a Business Case appeared first on Transparent BPO.
Eptica
FEBRUARY 27, 2019
Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Published on: February 27, 2019. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. But with a huge range of books now available, and a limited amount of time, how can you ensure you are reading the most important titles for your business and career?
Nexmo
FEBRUARY 27, 2019
Nexmo’s Voice API allows you to build real-time voice communications in the cloud. With the Nexmo Voice API, you can build voice communications using your existing web framework, record and store inbound calls, create conference calls, and send text-to-speech messages in 40 languages and with a plethora of accents. Nowadays, people find themselves increasingly working […].
SharpenCX
FEBRUARY 27, 2019
Open a new web browser and type the term “customer satisfaction” in your Google search bar. When you press enter, you get 638 million results served up in a matter of seconds. All those results are thought up by companies. Read More. The post A 5-Minute Customer Satisfaction Analysis: Everything You Need to Know appeared first on Sharpen Contact Center Software.
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.
Ameyo
FEBRUARY 27, 2019
How many social media accounts do you have right now? More than one, isn’t it? As technology advances, so is our openness to integrate social media in our daily activity. One social media account is not enough anymore as we want to be more exposed to information and interact with companies in different ways. What […]. The post Why Social Media Is a Key Part of an Omnichannel Customer Experience appeared first on Ameyo.
Nicereply
FEBRUARY 27, 2019
If the aim is to improve how your customer support is perceived by users, you need to routinely search for examples of excellence and make more service experiences like them. Let’s be honest – customer facing business functions (support, sales, marketing, success) are becoming indistinguishable from each other. If you want to succeed in all of them, you need to systematically review both your user feedback and your customer conversations on a regular basis.
Amity
FEBRUARY 27, 2019
If you’re like most Customer Success organizations, you’re spread too thin across your customer base—especially across your smallest and least sophisticated customers, who are the ones who need your help the most. What if you could help all your customers be successful… while you sleep? ‘Self-success’ is the name that Mikael Blaisdell of the Customer Success Association has coined to describe this field, which involves empowering customers with the knowledge
CustomerSuccessBox
FEBRUARY 27, 2019
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. With this a company can achieve short term growth. However, recurring revenue and LTV drive long term growth. So, a proper customer success organization is required to provide consistent growth.
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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.
Method:CRM
FEBRUARY 27, 2019
Those poor accountants. They get a bad rap. You know the stereotypes: “boring,” “bean counters,” or “math nerds.” You may even have an image in your mind of the desk-bound pencil-pusher sitting in a dark room poring over people’s taxes. These images are especially unattractive to the Millennial and Gen Z cohorts, who typically regard the 9-to-5 workday life as a virtual prison sentence.
ChaseData
FEBRUARY 27, 2019
Are you looking to overhaul your call center in 2019? Perhaps you’re just getting started in the industry, or you’re looking to start a second, third, or further number of centers to add onto an already-profitable venture – but you want to know which strategies you can use to ensure the biggest possible gains from that investment. Here are a few ways that experts in the industry recommend to maximize the return on both your investment of time and the financial investment in your facility and to
NobelBiz
FEBRUARY 27, 2019
WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas. The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on Nobe
Interactions
FEBRUARY 27, 2019
We’ve talked in length about the reputation AI tends to have – overpowering and sometimes downright creepy. But, what’s not talked about enough is the fact that the importance of humans thrown into the mix can’t be understated. Without humans, every word uttered or typed has a certain emptiness to it, seeming – for lack of a better word – robotic.
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!
Alorica
FEBRUARY 27, 2019
Meet Janey, our thrill-seeking Director of IT who jumps out of airplanes for fun. View her video to see what her “concentration face”—and her adorable new kid—look like. ???. Source.
Tethr
FEBRUARY 27, 2019
So your organization set a goal around improving your Customer Effort Score, now what? Without knowing where or why effort is occurring in customer interactions, where do you start? How do you know what to change to produce a better outcome? At Tethr, we help customers address this problem every day, so we wanted to outline the common steps customers take when using Tethr to get started reducing customer effort and improving Customer Effort Scores.
Bright Pattern
FEBRUARY 27, 2019
The ways consumers interact with omnichannel contact centers has become increasingly more complicated in the last decade. Products and services have become more advanced and require a higher level of support. Because it is a consumer’s market, where people are presented with numerous options from which to select, customers are holding businesses to higher standards when it comes to customer experience.
Nuance
FEBRUARY 27, 2019
What is your favorite innovation? My husband and my oldest daughter love gadgets. My daughter’s latest love is her Echo. I laughed when I visited her in Los Angeles, and she was excited to show me that she could tell Echo “lights out” at bedtime. I kept thinking she could just turn the lamp off, […] The post At the end of the day…. innovation is a necessity appeared first on What’s next.
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.
Spearline
FEBRUARY 27, 2019
Omnichannel mix, but the phone still rules. The survey, summarised on Customer Contact Central, looked at channel preferences depending on the reason for contacting. It discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want. While web chat, social and website are on the rise for the preferred contact channel, respondents overwhelmingly declared their preference for the telephone as their primary channel.
Jon Arnold
FEBRUARY 27, 2019
One of the many writing hats I wear is that of a contributor to No Jitte r. It’s actually under the BCStrategies banner, where six of us from that group are on a regular rotation to produce weekly posts for No Jitter. This week was my turn, and the timing was right to talk about what I’m going to be talking about at Enterprise Connect 2019 in Orlando a few weeks from now.
bold360 Blog
FEBRUARY 27, 2019
Buy local, shop brick and mortar, boycott fast fashion—more and more, people are choosing to support their fellow human beings with their shopping dollars. So, it’s not surprising that there’s a backlash against AI brewing, out of fear that bots will edge humans out of customer service jobs. That fear, however, is based on the misconception that bots can do all the same things humans can.
CX Journey
FEBRUARY 27, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Arbeit
FEBRUARY 27, 2019
A multi-line business phone system is a basic starting point for any small business.
CX Journey
FEBRUARY 27, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics.
Arbeit
FEBRUARY 27, 2019
Why are so many businesses switching to a VoIP Business Phone System?
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