The Northridge Group

MARCH 19, 2018

Achieving a clear line of sight into customer needs and preferences gives companies the ability to make proactive, informed business decisions. Customers want to engage with organizations when and how they prefer and those channel preferences are rapidly evolving. To address these needs, customer experience leaders continue to develop social media as one of those key channels in a successful customer engagement and service strategy.

Marketing 111

Marketing Customer Service Customer Experience 111

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. With AI, call centers are equipped with a wide range of voice analytics, enabling recognition of customer, accent, gender, and emotion, as well as powering conversational IVRs and voice based virtual assistants.

Call Center 84

Call Center Technical Support Contact Center contact center solutions 84

Mindtouch

MARCH 19, 2018

“This list is packed with people who inspire and elevate me on a regular basis. It’s a huge honor to be a part of this movement with such awesome people.”. — Nick Mehta, CEO, Gainsight. Two comprehensive lists, one voted on by a select judging panel, one publicly voted on by the customer success community, both aimed at highlighting those influencers and strategists who are working tirelessly to push the industry forward.

Accountability 91

Accountability Marketing Customer Experience 91

VocalCom

MARCH 19, 2018

As social media use continues to grow, customers demand greater brand engagement on these channels. And don’t think that millennials are the only people driving engagement: According to a Global Web Index report, 97% of online adults aged 16-64 claimed to have visited at least one social network in the past month. Just how does this behavior impact brands?

Customer Service 90

Customer Service Contact center software Chatbots Entertainment 90

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.

Aspect

MARCH 19, 2018

With choice comes demand. Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever. New ways for attracting and retaining customers need to be explored, and most of that effort can and should sit in the contact centre, where customers increasingly contact you to inform you that they’re planning on taking their business elsewhere.

Interactive Voice Response 76

Interactive Voice Response Telecommunications Chatbots Self service 76

Infinity

MARCH 19, 2018

Standing still is never an option, and nowhere is this truer than in marketing. A message that cuts to the core of the zeitgeist one day can be passé by the next news cycle. A social channel that is the toast of the Silicon Valley elite at SXSW can be a total ghost town by the time you’ve built a strategy for it. Times change, and we need to move with them.

Construction 58

Construction Marketing Best practices Enterprise 58

Ameyo

MARCH 19, 2018

The banking sector has seen its fair share of controversies and scandals. This has led to the public losing confidence in the traditional banking system. As if right on time, the Financial technology (Fintech) entered the market and is gaining a strong foothold in the industry. So much so that, there have been claims of it being one of the biggest disruptors for the traditional banks in the recent past.

Banking 58

Banking Marketing Technology 58

Contact Center Geek

MARCH 19, 2018

Guest post by Walt Sweeny , Assistant Vice President Call Center at Provident Credit Union The wonderful thing about Contact Centers is that we get to measure everything that is important to our customers and team members. Such metrics as calls received, cost per inbound contact, and customer survey feedback are critical to analyzing and maintaining a well-functioning Contact Center.

Contact Center 48

Contact Center Benchmark Call Center Accountability 48

Comm100

MARCH 19, 2018

If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. The report for this year showed some startling findings – and one of the biggest is that Customer Satisfaction is falling. Register Now. In the report, we discuss some of the possible reasons for this fall, with insights and knowledge from myself as well as CCW Digital’s Brian Cantor.

Benchmark 40

Benchmark Personalization Customer Service 40

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

Surveys

Certified Languages International

MARCH 19, 2018

Fast and Reliable Interpreter Service. Whether you work in healthcare or customer service or manufacturing, time is of the essence. You’ve optimized the systems and processes you use to take as little time as possible. You want to serve your customers quickly. You want to provide great healthcare quickly. You want to keep your business or your practice running efficiently.

Healthcare 40

Healthcare Customer Service Customer Experience 40

Jon Arnold

MARCH 19, 2018

That's the title of my current writeup for BCStrategies. Last week was a non-stop run of sessions, networking and walking the show floor at Enterprise Connect. Very worthwhile, as I got to speak, get to know companies a whole lot better, and take the overall pulse of the collaboration market. It was my first time there, so these literally were my first impressions, and would welcome your thoughts on my thoughts.

Enterprise 40

Enterprise Marketing 40

CSM Magazine

MARCH 19, 2018

We’re positive you’ll agree that chatbots have become a significant part of our everyday lives. Judging by the market situation today, it seems like chatbots are here to stay. Although chatbots aren’t being used to their full potential, the new millennium has brought a change for the better. Chatbots are finding their place in marketplaces worldwide, and recent results stand behind scientific assumptions that the artificial intelligence is slowly ‘conquering the world’.

Chatbots 40

Chatbots Technology Marketing 40

Dialer 360

MARCH 19, 2018

In the course of recent months, in a scope of workshops, online classes and web talks, Jonty Pearce solicited a wide range of contact focus experts for the most imperative call focus metric expected to carry out their occupation. Fortunately, a developing number of KPIs (Key Performance Indicators) depend on quality or results, instead of just on unadulterated productivity.

Metrics 30

Metrics Call Center First call resolution Interactive Voice Response 30

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

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. “Although companies are investing record amounts of money in traditional loyalty programs, in customer-relationship-management (CRM) technology, and in general service-quality improvements, most of these initiatives end in disappointment.

CRM 203

CRM Surveys Technology Customer Service 203

Taylor Reach Group

MARCH 19, 2018

By: Turaj Seyrafiaan. In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”. Although each indicator provides different information, they are inter-related and must be treated as a single group.

Service level 92

Service level Abandon Call Wait times Call Center 92

ShepHyken

MARCH 19, 2018

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. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. (Adweek) Consumers are demanding multichannel options that are easier to use.

Real estate 203

Real estate Customer Service Multichannel Big data 203

ijgolding

MARCH 19, 2018

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and inhumane treatment of people – the very people who hand over large sums of money to use their products and services.

Airlines 83

Airlines Customer Experience Accountability Management 83

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.

Self service

Verint

MARCH 19, 2018

I recently participated in an escape room team-building exercise with several of my peers and executive sales leaders. For those not familiar with Escape Room, it is a physical adventure game in which players work to solve a series of puzzles and riddles using clues, hints and strategy to complete the objectives at hand. The objective at hand is often to find a specific object and then find the code or key to escape one or more rooms within a set time limit.

Self service 33

Self service Gamification Contact Center Sales 33

Dialer 360

MARCH 19, 2018

Outsourcing of inbound call center is a pattern that is getting quick and is becoming popular worldwide. The business world has recognized that organizations that outsource their call centers are frequently significantly successful in building up their brand image than those who are carrying looking after their clients themselves. Ability to run worldwide business activities require a complete focus on the business operations rather than maintaining call center operations efficiently.

outsourcing 23

outsourcing Call Center Contact Center call center solutions 23

Comm100

MARCH 19, 2018

When selling to businesses, sales emails and letters are an effective way to pique corporate interest in your product. They aren’t as pushy as sales calls or as time consuming as presentations. They give corporate decision-makers a tantalizing glimpse into what your product might offer them, while also laying the foundations for what could grow to be a valuable business relationship.

B2B 8

B2B Sales Scripts B2C 8