Wed.Apr 10, 2019

How to Optimise your Contact Centre for Efficiency and Get the Most Out of Your Budget

Connect Managed

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5 tips to create a customer service philosophy that will empower your team

HelpCrunch

Having an empowering customer service philosophy is a great way to inspire and motivate your team. Sounds good? Then try these 5 steps to create one. The post 5 tips to create a customer service philosophy that will empower your team appeared first on HelpCrunch blog. Customer service

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Beware Healthcare… Your Access Center May Be at Risk!

Contact Center Pipeline

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have also been absorbing physician private practices and centralizing functions.

Leadership Sets the Tone of the Culture

ShepHyken

One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Five strategies to improve customer experience in telecoms

TechSee

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

More Trending

How do your clients view you today?

Integrity Solutions

Clients may not currently view you as a partner, and that’s because success in the past didn’t depend on it. But clients’ expectations have changed, with the choice being evolve or risk being left behind. By Donna Horrigan.

To Respond or Not Respond to Customer Feedback – That is the CX Question

Kristina Evey

Customer Experience is based on customer feedback and engagement. With the presence of review sites such as Yelp, TripAdvisor, and … Read More To Respond or Not Respond to Customer Feedback – That is the CX Question. The post To Respond or Not Respond to Customer Feedback – That is the CX Question appeared first on Kristina Evey. customer complaints customer feedback

Artificial Intelligence: Ready for Primetime in the Contact Center

Avaya

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Gareiss leads Nemertes Digital Transformation research.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Leading the Charge in Cybersecurity and Compliance

Bright Pattern

In today’s digital business realm, companies are looking to migrate away from traditional customer service platforms into more robust, cloud-based contact centers (CCaaS).

How to Get the Most Out of Empower 2019: Webinar Recap

Guru

Empower 2019 is less than a month away! We want you to get the most out of your time in Philadelphia, so we hosted a quick webinar to run through what you should expect at Empower, how to plan for your trip, ways to make meaningful connections, and how to turn ideas into action.

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Part 1 – Podcast featuring Kathleen Peterson

RapportBoost

Listen to Part 1 of our interview with PowerHouse Consulting’s Kathleen Peterson, one of the foremost experts in Customer Experience management. Learn how organizations need to be more strategic in their practices.

CXone Workforce Management Enterprise: A Game Changer for Oscar Health

NICE inContact

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. So the company turned to NICE inContact for the solution: CXone Workforce Management Enterprise. Oscar Health’s 250 agents handle more than 615,000 interactions annually, mostly inbound calls from members looking for assistance with claims, benefits and the mobile app.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Reduce Agent Turnover with Better Omni-Channel Support

Unymira

When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more. Customer Service

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It could also lead to bad reviews; bringing down your website reputation and web traffic. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience.

Forward a Phone Call via Voice Proxy with Java

Nexmo

Introduction. Making phone calls is a necessity for some of us. But every time you put your phone number out there, you’re exposing it to strangers. The balance between security and convenience is a fine line.

Working Solutions Surveys the Experience and Expertise of its On-demand Travel Experts

Working Solutions

The customer-service demands of the global travel industry require contact center agents to be well-versed in this ever-evolving industry to serve more sophisticated travelers. Jamie Biesiada in the Travel Weekly piece, “Survey illustrates advisor-agent divide,” recently reports on this fact. Her story features a new agent survey done by Working Solutions, polling about 1,000 of […]. Call Center Outsourcing travel customer experience

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Top 10 things to look for when choosing a digital portfolio

FreshGrade

Article written by: Gerard Dawson. The options for teachers and school leaders when it comes to digital portfolios have advanced significantly over the last few years.

Why Do We Need A Strong Call Center Software In FinTech Industry?

Ameyo

The banking landscape has changed over time and FinTech has established its footprint in the market with a strong digital foot to meet the unmet financial needs. The majority of financial service providers share a common strategy of transferring control to the customer. While poor people, immigrants, students find the door of the banks closed […]. The post Why Do We Need A Strong Call Center Software In FinTech Industry? appeared first on Ameyo. Call Center Software FinTech

Are you really listening to your customers?

5CA

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different.

13 Notable Inbound Phone Call Automotive Stats for Dealers

CallSource Insights

Even in 2019, the phone is not dead. While smartphones have become smarter and smarter, they are still being used to make actual phone calls – and consumers are calling auto dealerships as a part of the buying process.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Where Can I Source Data to Build an Effective Performance Campaign

PlayVox

Performance is everything. It’s that simple. Customer Experience CX Culture

Creating trust with collaborative driving

Nuance

The autonomous vehicle revolution is gaining momentum. The technology promises to make our lives far easier, taking the stress out of traveling, make commuting time more productive and entertaining, while at the same time making our roads safer.

Cisco Contact Center in action at Google Cloud Next Conference

Cisco - Contact Center

We are excited to participate at Google’s Cloud Next conference where we are announcing enhancements to some of the solutions we are building with Google. Collaboration ai contact center Customer Journey Solutions Google Next

10 All-Too-Common VoC Program Mistakes - Part 1

CX Journey

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018. As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.