ShepHyken
FEBRUARY 7, 2020
This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.
TeamSupport
FEBRUARY 7, 2020
All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy, motivated, and positive has an impact on operations that is difficult to measure and describe. A great culture fuels a level of growth and productivity that all businesses want to achieve. When it comes to customer support, a corporate culture can have a wide array of impacts.
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CSM Magazine
FEBRUARY 7, 2020
Banks, credit unions, and direct lenders work in a very competitive market. They also deal with one of the most sensitive and vital aspects of peoples’ lives: money. Or the lack thereof. In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses?
Contact Center Pipeline
FEBRUARY 7, 2020
My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination of personality, skill, savvy and charisma, and a strong knowledge of drinks, to be successful in this role. You also need […].
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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.
ProProfs Blog
FEBRUARY 7, 2020
Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Spearline
FEBRUARY 7, 2020
Today’s enterprises face a complex network of management requirements, as real-time voice and data, and asynchronous applications compete for valuable network resources. Two elements remain ongoing challenges for contact centers, including the quality of service they offer (QoS) as well as the nature of the experience (QoE) provided. Knowing this is key, especially because voice remains the number one point of contact for customers who want to reach support.
Outsource Consultants
FEBRUARY 7, 2020
This article is part of a series entitled: Getting the Most Value for My BPO. Part 1: Determining Goals, Defining Value, and the Mechanics Part 2: The Long Explanation of Pricing in Call Center / BPO M&A Part 3: The Exit Strategy. If you could pick out a buyer for your firm today, who would it be and why? This is a vital component of the exit process.
GetFeedback
FEBRUARY 7, 2020
The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. If you sold financial software, your product would get compared to your competitors’ products and that was the end of it.
ClearAction
FEBRUARY 7, 2020
Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Lynn Hunsaker. Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time.
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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
OctopusTech
FEBRUARY 7, 2020
As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. With every business sector changing drastically and digitally, the catalysts of business processes are rapidly making their way towards the reinvention of their strategies. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year.
GetFeedback
FEBRUARY 7, 2020
How to use customer loyalty metrics (NPS, CSAT, CES) to drive the best survey program and boost revenue for your company.
Chip Bell
FEBRUARY 7, 2020
It was an experience I will always remember. I checked into the Oakland Waterfront Hotel in Oakland, CA. The front desk clerk had a special gleam in her eye when I presented my credit card. “We are so glad to have you,” she said, with a strong emphasis on the “so.” I must admit I was a bit suspicious as I walked from the lobby to my room. The double doors of the guest room gave me a clue there was something special on the other side.
ChurnZero
FEBRUARY 7, 2020
What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. Will this role have high growth potential? Do companies see the value of my department? Is my experience going to be relevant in the years to come? These are the questions that can onset an existential career crisis.
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.
Jon Arnold
FEBRUARY 7, 2020
If you don’t know that I have a monthly newsletter, this post may be timely. The current edition of JAA’s Communications and Collaboration Review is out now, and subscribing is real easy - here’s the link. Aside from being a digest of my industry activity and thought leadership, I also produce a podcast with colleague Chris Fine - Watch This Space. The podcast is exclusive to subscribers for a couple of weeks, and the screenshot below will give you an idea of what our latest episode is about.
Connect
FEBRUARY 7, 2020
Working with the right partner to maintain and transform your organisation’s communication estate is critical to business success. The right partner must always ensure high service levels and business stability but the art of the possible is what will take your business to the next level. That can only be achieved with a partner that can take you on an end-to-end digital transformation journey at a pace that suits you.
ChaseData
FEBRUARY 7, 2020
‘Metrics’ is a hot word in the world of contact centers. These data sets are a major part of what companies use to better understand their clients and consumers, as well as to examine the work of their own agents. Call center analytics and reporting is a key element of success for any center hoping to continually improve and grow. How involved are your management staff in call center analytics and reporting?
Plantronics
FEBRUARY 7, 2020
There’s no question that contact centers are evolving to support the digital world in which their customers live – where people buy online, interact on social media, and communicate via video. Brands are expected to be agile in providing omni-channel support, where interactions might begin via an online form or live-chat then be continued seamlessly [ ] The post Voice: The Heart of the Contact Center appeared first on Poly Blog.
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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.
Strikedeck
FEBRUARY 7, 2020
Cairo Amani talks about the common mistakes that startup SaaS companies make when it comes to their customers.
Customers That Stick
FEBRUARY 7, 2020
What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well. . I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions. That can be tedious. In customer service, it’s less about the responsibilities than the situations.
Hero Digital
FEBRUARY 7, 2020
Kenneth Parks of Hero Digital shares how brands must put customers at the heart of their businesses to win trust and achieve growth in a Truth & Beauty Economy. The world is experiencing a trust deficit because institutions and corporations are constantly failing us, said Kenneth Parks, Hero Digital’s CMO, at Most Contagious New York on 29 January.
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!
Talkdesk
FEBRUARY 7, 2020
Omio , formerly GoEuro, presents a pioneering platform that allows users to find the fastest, cheapest and best travel options by train, bus and flight to thousands of cities, towns and villages across Europe. The company operates in 15 countries, with 27 million monthly users from more than 120 countries traveling across 100,000+ European destinations.
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