Connect

APRIL 10, 2019

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HelpCrunch

APRIL 10, 2019

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.

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Customer Service 48

Contact Center Pipeline

APRIL 10, 2019

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. It is relatively painless to centralize finance, billing and IT from an “emotional” perspective. The bigger challenge comes when front office tasks […].

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ShepHyken

APRIL 10, 2019

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. So, we’ll just refer to him as Bob. As part of his onboarding process, Bob was put through customer service training.

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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.

Kristina Evey

APRIL 10, 2019

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.

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Feedback Customer Experience 115

Integrity Solutions

APRIL 10, 2019

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. Over the past few years, CPAs have seen a dramatic change in the way they run their businesses, particularly as evolving technologies reshape traditional accounting.

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Nexmo

APRIL 10, 2019

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. What if you could mask your phone number by giving them a different phone number to call? A voice proxy is a technique that allows you to protect private information between callers by masking each other’s phone number behind an intermediary phone number.

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Call flow Accountability Personalization Management 84

Cisco - Contact Center

APRIL 10, 2019

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.

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Contact Center 87

FreshGrade

APRIL 10, 2019

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. To make the right choice, it’s important to understand exactly what you’ll need to do with the digital portfolio tool, and what your educational goals are for using digital portfolios in class.

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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

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.

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Bright Pattern

APRIL 10, 2019

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). Transitioning to a new software solution can be tricky, especially considering a 2018 Syncsort report that 42% of all companies have experienced a migration failure. So when Sysnet – who’s business as a top tier compliance provider of data privacy for millions of cardholders – turned to Bright Pattern for help, failure was not

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Working Solutions

APRIL 10, 2019

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 […].

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Surveys Contact Center Customer Service outsourcing 66

Ameyo

APRIL 10, 2019

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 […].

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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

RapportBoost

APRIL 10, 2019

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. The post Part 1 – Podcast featuring Kathleen Peterson appeared first on RapportBoost.AI.

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Consulting Consulting Customer Experience Management 64

NICE inContact

APRIL 10, 2019

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.

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Enterprise Abandon rate Management Wait times 55

Unymira

APRIL 10, 2019

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.

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CX Journey

APRIL 10, 2019

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. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

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Surveys Feedback Metrics Marketing 58

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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

Guru

APRIL 10, 2019

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. Watch a recording of the session below, or keep reading for key takeaways.

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TRUSTID

APRIL 10, 2019

Our recent 2019 State of Call Center Authentication survey found that 51 percent of financial services respondents say the telephone channel is the primary source for account takeover attacks. These scams are largely driven by personal identifiable information (PII) that’s readily available over the internet or stolen during data breaches. According to the first installment of a two-part series on how credit unions are addressing caller identification, “Call Centers Aim to Balance Service and Id

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Accountability Personalization Call Center Engineering 48

Interactions

APRIL 10, 2019

Chatbots! We all have a weird love-hate relationship with them – we love the promise, but hate the reality. In almost all cases, they frustrate us beyond repair. As someone who reads, writes, and speaks about customer engagement technologies for a living, I make it my job to use as many virtual assistants and chatbots as I can to accomplish my day-to-day tasks.

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Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. In this blog, we walk you through the most critical call center metrics and explain why they’re important for you to track with call center software.

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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

Cisco - Contact Center

APRIL 10, 2019

How Cisco is using AI to enhance customer experiences. My team and I are excited to be participating at Google’s Cloud Next conference in San Francisco this week where we are announcing enhancements to some of the solutions we are building with Google for our joint customers. At the conference, we will be highlighting some of the compelling innovations we’re creating in the contact center space that combine Cisco and Google cloud technologies.

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Quadient

APRIL 10, 2019

According to a survey conducted by Forrester, and Heidrick & Struggles, 84% of Customer Experience (CX) pros said that their insurance firms place CX as a higher priority than two years ago. 76% of the executives surveyed said that improving CX is a high or critical priority. With this level of conviction, the customer experience these insurance organizations are delivering must be outstanding.

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Surveys Customer Experience 40

5CA

APRIL 10, 2019

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. In a time where customer preferences are evolving faster than ever, ignoring these might turn out to be quite costly.

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Customer Support 40

CallSource Insights

APRIL 10, 2019

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. In the brand new Automotive Inbound Call Data Report , CallSource analyzed over 106 million phone calls to auto dealers over a 4 year span.

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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

Nuance

APRIL 10, 2019

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. But there’s one aspect of the technology that still needs addressing: building trust between car and driver. […] The post Creating trust with collaborative driving appeared first on What’s next.

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CX Journey

APRIL 10, 2019

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. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!

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Surveys Feedback Metrics Marketing 32

Callminer

APRIL 10, 2019

We’re delighted that CallMiner has been named by Call Centre Helper as one of the Top 10 providers of Contact Centre Software and Technology for the third year running with Eureka Coach. In 2012, CallMiner lead the way in the industry with the first version of a genuine automated performance feedback portal for contact centre agents, supervisors and coaches.

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Technology Coaching Analytics Feedback 28