Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more

Best practices 251

Best practices Call Center Metrics First call resolution 251

Unymira

FEBRUARY 5, 2020

Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does nothing for the bottom line.

Contact Center 78

Contact Center Management Customer Service Customer Experience 78

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

ShepHyken

FEBRUARY 5, 2020

What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.

Customer Service 353

Customer Service Customer Experience Customer Care 353

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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.

Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

Contact Center 222

Contact Center Customer Experience Call Center 222

Fonolo

FEBRUARY 5, 2020

Guest Author: Scott Miraglia, CEO, Elevation Marketing. Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company. Additionally, nearly half of Americans switch to a new company after having a poor experience with a vendor.

Customer Service 99

Customer Service B2C B2B Abandon rate 99

GetFeedback

FEBRUARY 5, 2020

In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.

Journey mapping 88

Journey mapping B2C B2B 88

Customers That Stick

FEBRUARY 5, 2020

What Does Customer Service Teach You? Are there lessons from customer service that apply to other areas of life? . In the end, customer service is one of the best business disciplines for learning skills and strategies that apply to wider life because customer service is about interacting with and helping people. Customer service can teach you situational awareness, responsiveness, and a host of other useful skills.

Customer Service 78

Customer Service Customer Experience 78

SharpenCX

FEBRUARY 5, 2020

When I call my doctor’s office, I’m immediately greeted by a self-service menu with a host of options. I can press one to connect to someone in the scheduling department. I can press two to speak with billing. Or, I can press three to talk to a nurse. They even give me the option to press zero and immediately connect with a live agent, regardless of the reason for my call.

Call Center 76

Call Center Customer Experience Interactive Voice Response Banking 76

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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

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Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Published on: February 05, 2020. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measur

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Jon Arnold

FEBRUARY 5, 2020

It’s been a blur at Avaya Engage during the early part of this week in Phoenix, and I was only able to stay for part of it. I’ve moved on to part 2 of back-to-back events this week, and will have a more of an analysis once I get back from my travels. In short, Avaya is “all in” - and while that can mean many things, the underlying message is that Avaya is in it to win it, and there’s a good story shaping up here.

Consulting 73

Consulting Consulting Contact Center 73

Language I/O

FEBRUARY 5, 2020

Language I/O Co-cEO Heather Shoemaker presented the company's neural machine translation quality prediction technology during the LocWorld Process Innovation Challenge. In a nutshell, the proprietary machine-learning framework improves machine translation quality for messy, customer support content such as chats and emails.

Technology 75

Technology Customer Support 75

NICE inContact

FEBRUARY 5, 2020

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased.

Management 62

Management 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

Cisco - Contact Center

FEBRUARY 5, 2020

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). The talk included Collaboration and AI vendors, the details of the strategic partnership with Google Cloud’s Contact Center AI (CCAI), some practical examples and live demos of AI and Cisco

Contact Center 62

Contact Center contact center solutions Virtual Agent Interactive Voice Response 62

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . After all, a Dimensional Research survey found that 87% of customers rave about positive customer service to their friends—and even more import

Customer Service 64

Customer Service Benchmark Average Handle Time Self service 64

Provide Support

FEBRUARY 5, 2020

What do Provide Support customers like most of all about our live chat product? With a great set of features Provide Support live chat window can be customized to match any website look and feel and allows collecting various information about customers through pre-chat survey and leave a message form. For many business owners it is important to collect information about customers and analyze it before and after the chat conversation.

Surveys 59

Surveys Customer Service 59

GetFeedback

FEBRUARY 5, 2020

How to choose the right Voice of the Customer solution for your CX program.

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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

Talkdesk

FEBRUARY 5, 2020

Have you or a colleague been responsible for a substantial change in customer experience in your organization? Do you use Talkdesk technology to drive the strategy for customer-centricity? If so, apply today for the CX Innovators Awards! Talkdesk is officially launching the CX Innovators Awards as a way to recognize and celebrate the people who push the boundaries of customer experience.

Contact Center 56

Contact Center Cloud contact Customer centricity Best practices 56

Up Your Service

FEBRUARY 5, 2020

Hello, if you’re watching this video, you probably know me. I’m Ron Kaufman , author, and founder of Uplifting Service. But do you know this man? This gentleman with the distinguished white beard. Well, I won’t be at all surprised if you do, because he is the legendary Marshall Goldsmith. Ron Kaufman and Marshall Goldsmith at the 1st Annual Global Guru Summit in 2019.

Coaching 52

Coaching Best practices Customer Service Customer Experience 52

Eckoh

FEBRUARY 5, 2020

When a vendor announces the end of support for a contact center system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…. Who’s in control? A ‘forced march’, where a vendor pushes you to upgrade, can play havoc with your contact center roadmap.

Contact Center 52

Contact Center Interactive Voice Response Technology 52

Vcaretec

FEBRUARY 5, 2020

In today’s world, consumers are accustomed to shopping whenever and wherever they are, no matter the time of day. With online shops catering to every desire, consumers are only limited by the amount of money they have to spend. This does not necessarily mean that you have to worry about hiring more customer service staff and managing pr overseeing them yourself.

outsourcing 52

outsourcing Call Center Contact Center Customer Service 52

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

Injixo

FEBRUARY 5, 2020

injixo, a cloud-based Workforce Management (WFM) technology pioneer , introduces three new product plans : Essential WFM , Advanced WFM , and Enterprise WFM. These Software-as-a-Service (SaaS) plans make its award-winning technology available and scalable for contact centers of all sizes. injixo launches these plans with customers’ growth needs and scalability in focus.

Enterprise 52

Enterprise SaaS Contact Center Technology 52

Calltools

FEBRUARY 5, 2020

You should never underestimate the power of sales in your organization. A sales team can make or break your success as a manager or business owner, but finding and training the right employees can often be a daunting task. Should you use outside or inside sales? Once you’re ready to bring a sales team on board, you need to consider the following factors: What type of sales team would best suit your business?

Sales 52

Sales CRM Analytics Metrics 52

ChaseData

FEBRUARY 5, 2020

Are you ready for the new year? How about being ready to sail into a new decade, as you will be doing when the calendar turns over to 2020? If you’re not sure that you - or your contact center - are ready, perhaps you need some help planning for the future. Moving forward in time means moving forward with the way you’re doing things at your center. Technology is always changing and methods are always evolving along with it.

Call Center 52

Call Center Contact Center Accountability Technology 52

Strategic Contact

FEBRUARY 5, 2020

I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re delivering a great agent experience. In the spirit of action, I’ve outlined two different assignments for you to assess.

Technology 48

Technology Contact Center Customer Experience 48

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

ChurnZero

FEBRUARY 5, 2020

5 Reasons Why You Should Submit a Speaking Proposal for BIG RYG. The Call for Speakers is OPEN for all 2020 BIG RYG Speaking Opportunities! When developing sessions for BIG RYG , our primary goal is to – Speak Simply, Be Real and Challenge the Audience. We want to have fun while keeping gimmicks to a minimum. We aim to help CS professionals excel in their career and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization.

Metrics 64

Metrics Best practices Sales Marketing 64

JustCall

FEBRUARY 5, 2020

With 2020 opening up, the education industry is all set to witness more advancements. Digital transformations are up the sleeve. However, there is limited knowledge of tech-based tools for handling such modernization. An efficient education tech stack during such times is a priority. A tech stack that removes roadblocks to success. But before making the apt choice, a vivid knowledge of the targets that the education tech stack will be going to serve is also essential.

Education 84

Education CRM Sales Accountability 84

REVE Chat Blog

FEBRUARY 5, 2020

Customer service experience is a vital cog for any business, but how vital is it? Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue. In such a hyper competitive business era, it is important to know the consequences of bad customer service interaction and the benefits of an efficiently functioning customer support department.

Customer Service 93

Customer Service Scripts Airlines Chatbots 93