TELUS International

JANUARY 31, 2020

Customer emotions 129

Customer emotions Contact Center Technology 129

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

Customer Service 277

Customer Service Entertainment Marketing Customer Support 277

ChurnZero

JANUARY 31, 2020

Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. A successful onboarding process enables your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a

Metrics 64

Metrics Customer retention Personalization Surveys 64

NICE inContact

JANUARY 31, 2020

Onboarding a new employee is a rite of passage. We all go through it several times throughout our career. Personally, I’ve experienced pretty much every onboarding experience across the spectrum. From, “here’s your desk, good luck,” to a very thorough multi-day training. There’s a balance of course, onboarding from the point of view of the new hire is incredibly overwhelming.

Management 62

Management Personalization Best practices Call Center 62

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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.

ShepHyken

JANUARY 31, 2020

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

Customer Service 268

Customer Service Entertainment Marketing Customer Support 268

ProProfs Blog

JANUARY 31, 2020

Walmart ’s customer support was questioned when a customer pointed out a discrepancy in online and in-store product pricing. The price of the product in the store was much more than the price offered online. What highlighted the matter was the fact that the Wal-Mart employee refused to match online prices due to company policy, and replied that the cost might vary from one store to another and from the online prices.

Customer Service 78

Customer Service Customer Support Surveys Feedback 78

Customers That Stick

JANUARY 31, 2020

Can you get a customer service job without a degree? There are absolutely a wide variety of customer service jobs that do not require a college degree. Many customer service jobs are designed for entry-level employees and a degree is not a prerequisite. . A college degree shows up in customer service jobs in a few ways. First, when applying for the job, you may be competing with people who do have a degree, and even though one is not required, those who have a degree may have an advantage, assum

Customer Service 78

Customer Service Technical Support Technology 78

GetFeedback

JANUARY 31, 2020

Develop surveys that will help you gather insights quickly so you can turn that data into focused action plans that accelerate your retention rates. .

Surveys 78

Surveys Customer retention 78

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. 1

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

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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

Surveys

Nicereply

JANUARY 31, 2020

Goals are a great way to add meaning to your workday and give yourself a destination to work towards. Odds are good that at some point in time, you’ve looked up from your desk and thought … what next? Working 8 hours a day, 5 days a week without goals is a sure-fire recipe for burnout. Why are we here? Other than the paycheck, why do I sit here and answer tickets?

Customer Service 59

Customer Service Metrics Average Handle Time Customer Support 59

Eckoh

JANUARY 31, 2020

The Contact Center of the Future will be a finely-tuned machine – using real-time data to optimize experiences. So who’s at the controls? In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers. Last time in our series, we talked about the Agent of the Future and the super-powers they’ll use to delight tomorrow’s customers.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

ChaseData

JANUARY 31, 2020

Today’s most successful businesses are using the power of SMS messaging to great effect. Many customer service companies and business processing organizations believe that they can’t be part of this trend - but that isn’t true! There are myriad ways to make use of SMS in your customer service strategy. The bigger problem for these organizations is that they often don’t understand SMS integration.

Customer Service 52

Customer Service call center software Call Center 52

inSided

JANUARY 31, 2020

Imagine a world where community data and customer success data can easily come together to give you a beautiful, holistic overview of your customers’ engagement, health and sentiment levels… well, imagine no more, because with inSided’s Certified Gainsight integration, this data is now at the touch of a button for Gainsight and inSided users.

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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

Jon Arnold

JANUARY 31, 2020

Well, it’s taken some time, but this finally posted late last night, and I wanted to add this to my Project Voice coverage before the week/month is out. Earlier this week, I posted my takeaways of the event , and before that, I had some shorter blog posts and social media updates. There will be video clips coming from our SIPtones gig there, but those aren’t quite ready yet.

Enterprise 56

Enterprise Technology 56

Working Solutions

JANUARY 31, 2020

January 26 is Australia Day, the country’s biggest summer holiday and the centerpiece of such tourist events as Australia Day Live, a massive music festival held in the iconic Sydney Opera House. It’s also a time of year when Sydney receives the most tourism, whether to see the city’s legendary New Year’s Eve fireworks display, […].

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Jon Arnold

JANUARY 31, 2020

Got travel for back-to-back events this coming week. Every now and then, events overlap, so I’m doing my best to attend major events for Avaya and Cisco. Starting Sunday, I fly to Phoenix for Avaya Engage , which caters mainly to partners and consultants. It’s not really for analysts, but I have good reasons to be there, and it will be a great window to take in their 2020 “All In” go-to-market messaging.

Contact Center 53

Contact Center Consulting Consulting Marketing 53

NobelBiz

JANUARY 31, 2020

This is First Contact: Stories of the Call Center. Hear Christian Montes chat with Steve Bederman, President of NobelBiz, in our first episode! They go from childhood to early career, passions and current business goals within the call center industry. The post Steve Bederman on Failure appeared first on NobelBiz®.

Call Center 40

Call Center 40

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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

GetFeedback

JANUARY 31, 2020

Competition for customer loyalty is stronger than ever in 2020. With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers. That means it’s critical for companies to identify those customers, learn who they are, and craft a customer experience that makes them excited to come back again.

Customer Experience 92

Customer Experience Brand ambassadors Feedback Surveys 92

Horizon CX

JANUARY 31, 2020

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.

Advertising 59

Advertising Personalization Customer Experience Marketing 59

GetFeedback

JANUARY 31, 2020

Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. In fact, a survey by Brightback found that 97% of companies are prioritizing retention, proof of just how seriously businesses are taking this issue. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .

Customer retention 60

Customer retention Surveys Feedback B2B 60

GetFeedback

JANUARY 31, 2020

Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers.

Customer Experience 78

Customer Experience 78

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

GetFeedback

JANUARY 31, 2020

Winning customer experience strategies are relatively simple to build; It all centers around a single focal point: getting to know your customers.

Customer Experience 78

Customer Experience 78