ShepHyken
MARCH 13, 2018
Engaged Employees Make Happy Customers. Are your employees engaged? Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers. . Top Takeaways: When employees feel like they are contributing to the company, they become problem-solvers and idea-makers.
Contact Center Pipeline
MARCH 13, 2018
There is no question that skilled agents offer the best opportunity to save unhappy customers who are at risk of leaving. But how do you help customers, and retain them, if you never hear from them? Today’s tech-savvy customers prefer self-service over phone calls, and they’re more likely to seek answers to their questions within […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
MARCH 13, 2018
Artificial Intelligence was the talk of 2017. The hype was generated by successive breakthroughs in multiple industries, such as self-driving cars, smart assistants, etc., as well as a PR blitz by some of the leading technology enterprises. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience.
Nexmo
MARCH 13, 2018
The collaborative power of embedded communications and the efficiency of bot automation can yield significant increases in workplace productivity. The cognitive resources that artificial intelligence can bring through bot integrations can take productivity to an even higher level. Now Vonage and Converse.AI have combined all these technologies to automate the development of communications-enabled workflows.
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.
Customer Guru
MARCH 13, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Toister Performance Solutions
MARCH 13, 2018
I recently had a chance to speak with brand leadership expert, Denise Lee Yohn about her new book, Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies. Fusion is a wonderfully practical guide to aligning your company's brand with your organizational culture. The book makes three primary arguments why this is essential: 1.
CX Journey
MARCH 13, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.
Taylor Reach Group
MARCH 13, 2018
Customer Experience and Contact Center consulting firm, The Taylor Reach Group , Inc., is designing an Agent On-Boarding Training Curriculum. TORONTO (PRWEB)March 13, 2018. The Taylor Reach Group, Inc., a globally acknowledged and leading Contact Center and Customer Engagement consulting agency, announced today that they have secured a Contact Center Agent Training Re-Design agreement with one of Canada’s largest, licensed Medical Marijuana Producers.
Fonolo
MARCH 13, 2018
Twilio unveiled Flex, its new call center product yesterday and it definitely lived up to the anticipation that has been building since the rumors started last month. Our two stories on it Twilio Shakes Up the Cloud Call Center World with Flex and The Twilio / Amazon ‘Stack’ Will Dominate the Next Call Center Era broke our traffic records, so we knew the interest level was red hot.
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
Mindtouch
MARCH 13, 2018
Attracting attention on search engines is no small task. Too often, companies overlook one of the key contributors to their search visibility: product help content. And while making this content available and discoverable can help meet the growing preference for self-service support, it can also deliver other benefits—benefits that extend beyond the self-service experience.
Revation Systems
MARCH 13, 2018
LinkLive, our flagship contact center platform, is fundamental to what we do — and through it, we can offer integrated features and capabilities to help you better connect with your customers and patients through the mediums that matter most to them. As a result, we’re always looking for ways to respond to your needs and enhance the relationships you have built with your customers through multimedia engagement.
Andrew Mcfarland
MARCH 13, 2018
I had a positive interaction at a car dealership recently that reminded me of how valuable transparency is in the customer experience. Within an hour of dropping off my car for service: The dealer sent me a short video (via.
Sampson Lee
MARCH 13, 2018
Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […].
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.
Bright Pattern
MARCH 13, 2018
Most companies that offer customer service love IVR for its automation and self-service capabilities, but the same cannot be said for customers. According to findings from Aspect, nearly 40 percent of consumers surveyed would rather clean a toilet than contact customer service on an IVR. Why is that?
ClientSuccess
MARCH 13, 2018
Since CSM from the Trenches launched as a community, many Customer Success Managers have been eager to join, contribute, or participate. Here are four ways to get involved: 1. Answer mentor questions: Submit your answers to the 7 mentor questions. Share your practical advice and better practices with the frontline CSM community. Example – Sam Feil, ClientSuccess. 2.
LiveChat
MARCH 13, 2018
Having an online business is challenging. You need to staff your website with the high-quality content and great graphics or photos. You need to come up with ideas to bring people to your website – from social media, other websites and mostly, from search engines. You want people to find you, right? And that’s where landing pages come to the picture.
ClientSuccess
MARCH 13, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
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.
Solvvy
MARCH 13, 2018
The post Debunking Linear Customer Journeys and How to Take a Holistic Approach appeared first on Solvvy.
Verint
MARCH 13, 2018
Engage18: On The Inside. The perfect restaurant. Most of us have that one restaurant that we love. That one restaurant that has become our go-to. We may have labeled it as such based on the range of food selections that it has, the quality of service that it provides, or its overall atmosphere. Whatever the reason, we view that restaurant as perfect.
Brad Cleveland Blog
MARCH 13, 2018
Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to … Continue reading → The post Bring Quality Standards to Life with Calibration and Coaching appeared first on Brad Cleveland.
Verint
MARCH 13, 2018
Although we're seeing an increase in its use and function, the term automation is not an entirely new concept. It is an evolving process that adapts as technology develops; it started with data and application integration, moved to rules-based process automation, and now has manifested into analytic insights that drive actions and tasks. The term is defined as the use of artificial intelligence (AI) and analytics to automate functions previously performed by humans.
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
MARCH 13, 2018
Customer service interaction is always a priority of call centers where the main spotlight is given to improve customer service skills. To ensure quality customer services and delivering an awesome experience each worker must ace in the certain skills that are needed most when they are on call with a client. Without them, you risk finding your business in a humiliating stage or in the wreck, or you’ll basically lose clients as your call center keeps on disappointing customers.
Brad Cleveland Blog
MARCH 13, 2018
Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair.
Brad Cleveland Blog
MARCH 13, 2018
Quality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair.
Expert insights. Personalized for you.
192 
Let's personalize your content