GetFeedback
DECEMBER 16, 2019
Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.
NICE inContact
DECEMBER 16, 2019
Are you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.
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CSM Magazine
DECEMBER 16, 2019
Every leader wants to fix the problems in their organization. The issue is, that most leaders have a hard time diagnosing those problems correctly. It isn’t the case of a lack of seeing the problem, experience, or capability to correct it. The real issue is two-fold: being too close to the problem, and looking at the problem the wrong way. We all know the challenge of being too close to a problem.
A Better Answer
DECEMBER 16, 2019
When you manage a seemingly endless number of customer service requests each day, it’s easy to lose sight of the importance of each client interaction. With the business landscape becoming increasingly competitive year over year, delivering quality customer service can directly impact the success of your company. For customers on the receiving end, a single interaction with your company can completely alter their perception of your brand and services.
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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.
Steve DiGioia
DECEMBER 16, 2019
The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
DECEMBER 16, 2019
One of the tools I use to improve the customer experience with my clients immediately is Start, Stop, Continue. I gather a team together and ask them what we need to Start, Stop, and Continue to do with the customer experience. Sitting at my desk just now, I sketched out Start, Stop, and Continue for a restaurant that just ruined a chance for a significant catering event.
Nexmo
DECEMBER 16, 2019
Give Your Air Conditioner a Voice with Nexmo and Ruby on Rails. Introduction. We are surrounded daily by devices that cool and heat our homes, refrigerate our food, illuminate our rooms, and more. Wouldn’t it be nice to be able to speak to them? With the Nexmo Voice API , you can give your Internet-connected home devices a phone number and a voice.
teleopti
DECEMBER 16, 2019
As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication. Over the past few months, Calabrio has been inspired by the seismic changes taking place in the industry.
GetFeedback
DECEMBER 16, 2019
In this article we explore five reasons why you need to collect customer feedback if you work in the food industry.
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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
kommunicate
DECEMBER 16, 2019
Rich messaging boosts customer conversations. The benefit of rich messaging is that it provides users with an easy, convenient and quick way to interact with your business. As a result, it plays a major role in bot-based conversations where bots are still learning to understand the Natural Language. If your bot is handling a conversation [.]. The post How to Add a Rich Message Button Response from Chatbot Using Dialogflow?
ChaseData
DECEMBER 16, 2019
Diversifying the workforce - and therefore the workplace - is a common goal for businesses today. So many talented candidates that were once overlooked because of what made them different are finding their voice and their place in the modern workplace and making it a better place to be. Your contact center should be no exception. If your center isn’t already comprised of a diverse group of skilled individuals, it’s time to branch out in your hiring approaches and make that a priority.
BlueOcean
DECEMBER 16, 2019
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in co
NICE inContact
DECEMBER 16, 2019
A Hosted PBX (private branch exchange) is a software application that resides in the cloud and routes incoming and outgoing VoIP (voice over IP) phone calls.
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.
PeopleMetrics
DECEMBER 16, 2019
Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers – ensuring alignment and smooth transition. But in our experience, customer experience typically takes a hit. If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores.
Maru Group
DECEMBER 16, 2019
Amazon and Aldi crowned most effective UK Christmas ads of 2019. The UK Christmas advertising campaign is well under way, with big name retailers and grocers, including John Lewis, Amazon and Aldi, all buying for our attention and hard-earned cash. The lavish productions grow each year. It’s rumoured that John Lewis spent £8million last year on its ad featuring Elton John, while the industry as a whole was estimated to have spent a staggering £6.4billion on Christmas advertising efforts in
Xaqt
DECEMBER 16, 2019
One thing is certain for Cities across the country. When the snow falls, the phone rings. Wether it's from citizens calling to report streets that need to be cleared or ask when their street will be cleared, the influx of calls during inclement weather can easily inundate the City's 311 call center or public works department. Worst yet, its near impossible to predict how many calls will come in and when, and often the city is understaffed because employees can't make it to work to handle the cal
Maru Group
DECEMBER 16, 2019
Amazon and Aldi crowned most effective UK Christmas ads of 2019. The UK Christmas advertising campaign is well underway, with big-name retailers and grocers, including John Lewis, Amazon and Aldi, all buying for our attention and hard-earned cash. The lavish productions grow each year. It’s rumoured that John Lewis spent £8 million last year on its ad featuring Elton John, while the industry as a whole was estimated to have spent a staggering £6.4 billion on Christmas advertising efforts i
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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.
Spearline
DECEMBER 16, 2019
As I reflect on the company since I founded it in 2003 with my college friend and now business partner, Matthew Lawlor, Chief Technical Officer (CTO), not only has Spearline changed, but so too has the industry. Both continue to evolve and grow at a rapid pace and it’s an exciting time. Today, Spearline has a worldwide presence. While our headquarters is located in rural Ireland - we also have offices in Waterford (Ireland), India and Romania - our footprint is global, and in more ways tha
Infinity
DECEMBER 16, 2019
Call us biased, but we can’t help but revel in the enormous power that phone calls unleash upon businesses. Not only are they firmly embedded in consumers lives in the form of smartphones, but they can also: Offer better service to your customer base. Convert high value orders. Entice customers to try additional services or products. Increase loyalty with customers.
kommunicate
DECEMBER 16, 2019
Rich messaging boosts customer conversations. The benefit of rich messaging is that it provides users with an easy, convenient and quick way to interact with your business. As a result, it plays a major role in bot-based conversations where bots are still learning to understand the Natural Language. If your bot is handling a conversation [.]. The post How to Add a Rich Message Button Response from Chatbot Using Dialogflow?
Strikedeck
DECEMBER 16, 2019
Sunil Mittal talks about the role Customer Success plays in a subscription economy and how it helps shape the overall customer experience.
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!
Solvvy
DECEMBER 16, 2019
Getting the customer experience right is a delicate balance. Sure, you might be able to check your bank account balance thanks to the friendly robot on the phone—but if you actually wanted to talk to a person about an issue with your account and you’re left on hold for five minutes while the recorded operator recites a menu without one opportunity to talk to a human, you might be ready to shift your paycheck elsewhere. . 97 percent of consumers said that a bad buying experience will
Robert Davis
DECEMBER 16, 2019
By Brad Baumunk , President and COO, Robert C. Davis and Associates. When it comes to coaching team members, we’ve seen contact center leaders reprioritize it and push it off until tomorrow, especially if coaching is not in their comfort zone. At our consultancy Robert C. Davis and Associates ( [link] ), we’ve observed that it’s not because they find coaching unimportant.
Working Solutions
DECEMBER 16, 2019
Before we get into the 5 unique workplace traditions, let’s check out some other unique traditions from around the world in our video featuring Morgan Freeman-ee narration. Holiday traditions abound for families, but business and holiday traditions don’t always seem to go hand in hand. Despite that, sharing traditions can be an important part […].
bold360 Blog
DECEMBER 16, 2019
It’s not just a new year. It’s a new decade. And in the fast-moving world of customer experience (CX), you can expect some meaningful changes and evolutions. To peer into what’s coming in 2020, we recently sat down with Nate Brown, co-founder of CX Accelerator, for Episode 9 of CXNext Live. Together, we came up with three main areas where CX is transforming and your biggest opportunities to differentiate your company in 2020. 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
ShepHyken
DECEMBER 16, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. (SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.
Comm100
DECEMBER 16, 2019
Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year might bring as you sip a hot beverage and gaze out a window into the cold. At Comm100, we look back at which of our content pieces were the most popular and think about what this tells us about trends in customer experience, conversational AI, and support centers in 2019.
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