Guru
MAY 3, 2019
When it comes to communicating with customers, what are the key things to keep in mind to ensure the best possible experience? I hosted a webinar with Customer Contact Central on to share ideas to help CX teams create thoughtful, delightful, and engaging experiences for their customers as they scale.
GetFeedback
MAY 3, 2019
When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely on customer service individuals, typically in a call center. Which means you have to take the personal out of the interactions, unfortunately, but still convince the customers that you care about them and want to solve their problems.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ChurnZero
MAY 3, 2019
The following is a guest blog post by Sam Makad. . If you want your business to be successful in the long run, it pays to give priority to customer retention. Landing a customer who will pay for life is like hitting the jackpot. After all, it takes five times more effort to land a new customer than to retain an old one. But loyal customers don’t just appear out of thin air.
TeamSupport
MAY 3, 2019
Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.
Advertisement
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
MAY 3, 2019
This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Liveops
MAY 3, 2019
Insurers are creating products for the gig economy but are they tapping it for talent? With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.
Customer Service Life
MAY 3, 2019
In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.
Totango
MAY 3, 2019
Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.
ProProfs Blog
MAY 3, 2019
“Customer service should not be a department. It should be the entire company.” — Tony Hsieh, CEO of Zappos. Assisting customers is a straightforward practice in essence. In fact, it is inherent to any business activity and is a natural process whenever customer interaction occurs. For instance, you run an offline store, you talk to a visitor, provide assistance and maintain ethics of conversation whether or not that customer makes a purchase in the end.
Advertisement
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
Customercount
MAY 3, 2019
CustomerCount's Bob Kobek will moderate a panel discussion entitled “Compliance in the Year of Class Action Litigators” at this year’s C.A.R.E. Conference. Continue reading → The post Bob Kobek to moderate CARE compliance panel appeared first on CustomerCount.
DMG Consulting
MAY 3, 2019
WFM Solutions Adapt to Changing Needs. No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are also realizing many benefits, including reduced operating costs, optimized scheduling, improved performance, decreased staff attrition and
GetFeedback
MAY 3, 2019
When it comes to interacting with your customers, most of the time you won’t have any face-to-face. Instead, customers rely.
Up Your Service
MAY 3, 2019
This content is password protected. To view it please enter your password below: Password: The post Protected: Top Take-Aways from 2019 Salesforce State of Service appeared first on UP Your Service.
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.
Liveops
MAY 3, 2019
Insurers are creating products for the gig economy but are they tapping it for talent? With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.
ClearAction
MAY 3, 2019
6 Digital Experience Mission-Critical Trends Lynn Hunsaker. Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent an ever-growing segment of purchasing power.
LiveChat
MAY 3, 2019
Brands are nothing without a social media presence. None can stand to miss the opportunity to interact and engage with their customers and generate massive profits in turn. 2019 is here to inspire us. Social media campaigns are there to peak the brand’s revenue through creative and attractive opportunities for their customers. From big fishes to small ones in the market ocean, the holiday or a special event doesn’t slip away quietly.
delighted
MAY 3, 2019
Gathering and analyzing feedback is fundamental to a strong customer experience program. However, all of that feedback is meaningless if you don’t act on that feedback and close the loop with your customers. That’s why today, we’re very excited to announce the Delighted + Klaviyo integration , which is now available on all Delighted plans. A number of our ecommerce customers requested this integration to get easy access to a key segmentation metric for their marketing campaigns: customer feedbac
Advertisement
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.
Up Your Service
MAY 3, 2019
Salesforce is the fast-growing, always changing, cloud based platform that started as a CRM and today includes Commerce Cloud, Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud, App Cloud, and through Salesforce.org, Non-Profit Cloud, Education Cloud, and Philanthropy Cloud. In addition to product design, development, and customer support, Salesforce invests in wide-ranging research, always scanning the world to report what’s happening, what’s changing, an
delighted
MAY 3, 2019
Gathering and analyzing feedback is fundamental to a strong customer experience program. However, all of that feedback is meaningless if you don’t act on that feedback and close the loop with your customers. That’s why today, we’re very excited to announce the Delighted + Klaviyo integration , which is now available on all Delighted plans. A number of our ecommerce customers requested this integration to get easy access to a key segmentation metric for their marketing campaigns: customer feedbac
inSided
MAY 3, 2019
In April 2019, Customer Success Manager at Usabilla, Marine Maupin , and Customer Experience Director at inSided, Martine van Deursen led a meetup for Customer Success professionals in Amsterdam at Usabilla’s offices.
Injixo
MAY 3, 2019
Some planners always seem to be in control of the situation while others frequently struggle with inaccurate forecasts, inefficient schedules and unexpected intraday issues that put service levels under pressure. However, the personality of the planner plays only a minor role. More important are the daily habits that a planner does or doesn’t cultivate.
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!
Dialer 360
MAY 3, 2019
All companies want to make sure it is running as efficiently as possible. More often call center are no exception as virtual-based contact center software. It may support in the business to overcome challenges which all industry has struggled. Usually, different technologies have support to decrease downtime. As well it enhances employee’s efficiency.
Contact Center Pipeline
MAY 3, 2019
Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so many gears in motion to keep all the wheels turning to satisfy all the stake holders in and out of our organizations. I hope you can find a way to make […].
Dialer 360
MAY 3, 2019
Call center industries are truly want to improve. This is necessary to focus on enhancing their relationship with customers. Else, offering an experience which will get to the customer in conversation. Companies are the backbone of today’s market. Usually, every business has an industry to deal with customer queries. A well organized and appropriate industry support a long way.
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
Dialer 360
MAY 3, 2019
You never may trace most of call center issues to the position. Thus, call center to wait in the customer service world as they are the front line in all trenches. A contact center leaser will face all challenges from every side. Besides, your employee and customer who will call in a call center. As well as infrastructure and even your technology. Companies with the most common issues facing by a call center and delivering some fixing tips.
DMG Consulting
MAY 3, 2019
Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? Answer: To ensure an intelligent virtual agent (IVA) delivers responses that are consistent with a human agent – and vice versa –requires a single source of “truth” for all users: internal and external, human and automated.
Dialer 360
MAY 3, 2019
Contact center and its scheduling is one of the hectic responsibilities. Whereas, workforce management is an essential part of this industry. Companies conduct yearly significant shift which is manual and intensive. Besides, other organizations are the primary as more administrative. They all are making scheduling and adjustment by adding all exceptions.
Expert insights. Personalized for you.
48 
Let's personalize your content