Thu.Aug 08, 2019

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What are the Benefits of Customer-Centricity?

Totango

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach.

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7 Tips for Improving Your Call Center Service

CSM Magazine

Your call center is the face of your business to your customers. So the question is, what type of face are you presenting? If your call center service has been less than stellar, now is the time to ramp up your performance with these seven easy tips. Streamline Calls Using IVR Options. Nothing frustrates a customer faster than calling into a complex menu system that requires multiple selections before a connection is made.

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What is an Outbound Dialer?

ChaseData

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries. However, it’s just part of everyday operations at your center - and that may be part of what’s wrong with your facility’s productivity. You see, if you don’t have an automated outbound dialer in place, your agents are making all of those many calls by hand.

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Moral Leadership in the Contact Center

Contact Center Pipeline

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

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The 2023 Verint Experience Index: Retail

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

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How to Be a Better Customer Service Leader

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine you could develop a customer-focused culture. A culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile.

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Don't Drop the Ball: The Simple Reassurance of Confirmed Knowledge

Guru

What’s the cost of getting something wrong publicly? Sometimes bad information is fodder for endless memes (Best Picture goes to… La La Land , uh whoops, we mean Moonlight !), but in a corporate context, it can be actively harmful to the value of a company (Elon Musk’s “funding secured” catastrophe ).

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Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new

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How Customer Success could be a Differentiator for your SaaS business

CustomerSuccessBox

If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. A number of subtleties have the potential to make a difference in your company’s bottom line. In particular, customer success matters a great deal. Let’s take a look at the purpose of customer success for SaaS businesses.

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Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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??New owners, new closures, new sectors

Branch Mesenger

This issue of Shifto takes a look at the new owner of Barnes & Noble, the newly announced closure of hundreds of both Pizza Hut and Walgreen locations, why overstaffing can cause employees to quit, the emerging sector of ‘wealth work,’ and the very strange habits around food delivery. Happy reading! ?? Barnes & Noble, new owner close sale. ??

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Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new

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Making Lives Better with Alorica Shares the Love in Guatemala

Alorica

Global non-profit Making Lives Better with Alorica (MLBA), announced it has expanded into its sixth country, Guatemala with four chapters – Campus, Primma, Tetra and WTC – at local Alorica contact centers. By expanding into the country, MLBA will positively affect more than 5,000 Alorica employees, their families and local communities. Alorica proudly partners with MLBA to help fulfill its vision.

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Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.

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The Open CCaaS Advantage Report

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.

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Does My Browser Support WebRTC?

VirtualPBX

One question we hear often from businesses that want to use our Web Phone is this: Does my browser support WebRTC? Our Web Phone uses the Web Real-Time Communications (WebRTC) programming interface to let you make calls from your web browser. WebRTC makes it easy for our developers to create a phone that can run on nearly any device. It also makes using our Dash Phone System convenient for many people because they can complete calls without having to purchase a desk phone.

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How Lineten Reduced Average Wait Time from 2 Minutes to 18 Seconds with Talkdesk

Talkdesk

Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten. Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. They believe that e-commerce companies should deliver the best value to their customers, instead of investing too many resources outside the companies’ unique selling proposition.

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Contact center transformation pitfalls (and how to avoid them)

Nuance

Future-proof customer service Customer expectations continue to rise rapidly, and there’s no sign of that slowing down. They’re going to continue challenging companies to give them better experiences and make every interaction effortless. To meet these expectations, organizations need a future-proof contact center designed to deliver intelligent engagements—but it takes hard work to get it […] The post Contact center transformation pitfalls (and how to avoid them) appeared first on What’s

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Twilio SIGNAL 2019 - Quick Take and Pix

Jon Arnold

Last year was my first SIGNAL event, and impressive as it was , this year’s was bigger and better. Twilio is on a roll for sure (transparency alert - I’m a happy shareholder - but that doesn’t color my take here), and being on home soil, this was a loud and proud gathering in San Francisco. It’s an understatement to say that things are just different here - for better or worse - and if you were going to build a successful business at scale from the bottom-up for today’s digital economy, it would

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How to Build Trust with Customers and Partners

Cincom

How do you build trust with customers and partners? Anyone who has spent more than a day or two in … Continue reading "How to Build Trust with Customers and Partners". The post How to Build Trust with Customers and Partners appeared first on Cincom Blog.

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Bandwidth to cancel noise in call centers

SoliCall

How much money are you loosing every day due to the noise in your call center? How many outbound sales calls fail since the customer is annoyed by the disturbing noise coming from your call center? How much effort needs to be invested to fix the inaccurate results of your speech-to-text engine that are caused due to the ambient noise of the call center?

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Spearline open day on August 10 to showcase new headquarters and job opportunities in Skibbereen

Spearline

Press Release. Spearline, a technology company that proactively tests phone numbers for audio quality and connectivity globally, is having an open day on Saturday, August 10 at 11am - 3pm. The open day will take place in Spearline’s iconic new headquarters on North Street, Skibbereen, Co. Cork (P81 H102). It is open to anyone who wishes to visit the building while job opportunities will also be highlighted on the day.

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Does Your Business Need a Modern Contact Center? Here’s How to Find Out

Working Solutions

For the vast majority of companies, of all sizes and across many industries, call centers have become an important part of a successful business plan, essential for offering the best possible customer experience (CX) to the people with whom you do business. It’s a factor that’s been shown to have a major effect on a […].

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Brave Praises Language I/O’s Non-Silicon Valley Approach to Customer Service

Language I/O

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Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

CX Global Media

They may be considered sleek and some would even say sexy. But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

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El poder de personalizar la experiencia del cliente

Aspect

No es ningún secreto que la experiencia del cliente ha evolucionado rápidamente en los últimos años, mientras los hábitos y exigencias de los consumidores cambian a diario y continuamente se abren nuevos canales de comunicación. Al observar el panorama actual, puede que para las organizaciones sea difícil mantenerse al día con el cambio y ofrecer una experiencia de cliente líder en el mercado, pero quienes ya lo están haciendo saben que esto va más allá de ofrecer una experiencia omni-canal: lo

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How to Create Successful Customer Service Stories: 9 Inspirations to do it Right

ProProfs Blog

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. So, if you are a newbie and feel that you may not match up to the existing brands, think again! You can learn a lot from someone’s failures and successes.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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O poder da personalização na experiência do cliente

Aspect

Não é segredo que a experiência do cliente tem evoluído rapidamente nos últimos anos, com os hábitos e demandas dos consumidores mudando diariamente e novos canais de comunicação abrindo-se continuamente. Ao olhar para esse cenário atual, pode ser difícil para as organizações acompanharem a mudança a fim de proporcionar a melhor experiência de mercado para o cliente, mas aquelas que estão fazendo isso estão indo além de oferecer uma experiência omni-channel, o que é uma conquista em si, e propor

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! What about the work output, its monitoring and optimization? Outbound and inbound customer services should be constantly measured to be improved. Fortunately, there is an enormous amount of Key Performance Indicators (KPIs) to consider.

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AI is here to help agents, not take their jobs

Comm100

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world. CNN : “Smart robots could soon steal your job” Entrepreneur: “Robots Are Stealing Our Jobs” – Wall Street Journal : “White-collar Robots Are Coming for Jobs” The New York Times : “Are Robots Coming for Your Job?