Tethr
JANUARY 18, 2019
Large enterprises – defined as an organization employing more than 1,000 call center agents – are increasingly moving to cloud-based contact center platforms and away from complex on-premise hardware and software. Enterprises are making this move to take advantage of benefits like dynamic scalability during peak periods, instant access to the latest features, and seamless collaboration between systems.
TeamSupport
JANUARY 18, 2019
When evaluating software, it’s easy to fall back on what you’ve done in the past. Your work computer likely has Windows and the Office suite installed directly on the machine, so why shouldn’t you have software for sales, customer support, marketing, or other industries right alongside it? To answer this question, there are some instances where an on-premise install, or having software physically installed at your location makes total sense….
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
JANUARY 18, 2019
This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.
Nextiva
JANUARY 18, 2019
In the digital age, a company’s IT team is one of the most important facets of their business. This is especially true in the SaaS world. If you’re selling software as a service, you must have a strong, well-organized IT team structure backing you. A solid team structure also helps allocate resources for customer service […]. The post Why You Should Think About Your IT Team Structure (Right from the Start) appeared first on Business VoIP, Customer Experience, Sales & Marketing Content
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.
ProProfs Blog
JANUARY 18, 2019
I came across a quote on the internet the other day, and it struck a chord. It said, “The customer’s perception is your reality”. We present a brand image to our customer of who we are, but in the end, the reality is what the customer views it to be. Companies have realized the importance of this, which is evident from the increase in customer satisfaction and retention programs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
JANUARY 18, 2019
Think of a scenario where your customers are unhappy with the support that your team offers to them, and you face steadily declining customer ratings. Of course, you don’t want your customer support to face this kind of situation. Employing customer support software is, thus, the safest bet here. Note that. 86% of consumers are ready to pay more for better customer experience.
Customer Service Life
JANUARY 18, 2019
This article was originally published on the MaestroQA blog on December 2, 2018. Click here to read the original post. Creating a quality form for your customer service team can be a scary task. Questions abound. How many items should it hold? What questions matter most? Which ones don’t? What type of scoring method should we use? The list goes on and on, and these are all great questions.
Serenova
JANUARY 18, 2019
Building strong internal partnerships is key to contact center leadership success.
Avoxi
JANUARY 18, 2019
On the road to delivering an optimal customer experience for their outside customers, many Business-to-Business (B2B) companies overlook the crucial role their employees play in this make-or-break undertaking. CX Journey Inc. Founder and CEO Annette Franz also focuses on inside customers (a.k.a. employees) when helping companies craft a winning customer experience strategy.
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
Taylor Reach Group
JANUARY 18, 2019
The Taylor Reach Group, Inc., an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. Ballantyne noted, “the Taylor Reach Group is a highly respected consulting firm, and I am excited to work with a team of professionals who share my passion for the contact center industry.”.
Influitive
JANUARY 18, 2019
Marketers are giving a lot of attention of late to the topic of customer engagement. Indeed, optimizing interactions with top clients and maximizing ROI from customer programs seem to be a universal desire for companies. The more challenging aspect of achieving these outcomes seems to be how marketers are supposed to do so. In my. The post 5 Reasons Why Your Business Needs A Customer Advisory Board appeared first on Influitive.
Jive
JANUARY 18, 2019
Switching to a new communications platform isn’t as easy as you might think. You should consider functionality, ask about service levels, and ensure you have access to support. You should think about a company’s credibility, and the ability to deliver quality service. Furthermore, all these points need to be considered in the context of your budget.
ChaseData
JANUARY 18, 2019
Are your agents well-versed in upselling and cross-selling techniques? If not, you may offer the excuse that they don’t need to be – it’s 2019, after all! Why would you train your agents to cross-sell and upsell when consumers don’t respond to these techniques anymore? The truth is, consumers still definitely opt for additional products and services when they are recommended or sold properly.
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.
ChurnZero
JANUARY 18, 2019
Churn Monster #8: Ghosted Customer. As part of our customer churn monster series today, we are going to be talking about ghosting. Unfortunately, in today’s society this has become a term that is used in both vocabulary and in practice. So, what do we mean when we say ghosting in a professional sense? Ghosting in the CS world is when a customer ceases all communication with you and has stopped responding to your attempts to contact them, leaving you without any explanation as to why they have go
kommunicate
JANUARY 18, 2019
What is customer service response time? Customer service response time is the number of minutes, hours, or days elapsed between when a customer submits a query and when a customer support representative provides the first response. This will also indicate how long you took to help a customer. It is also called the First Response [.]. The post How to Reduce Customer Service Response Time?
Ameyo
JANUARY 18, 2019
If you work in a contact center, you must be aware of customer experience challenges. How important is the customer experience for your business? Customers are more powerful than ever before and are expecting a personalized experience on channels they love and expect a quicker response. Challenges of customer experience are more crucial in Banking […].
Bright Pattern
JANUARY 18, 2019
You’re sitting at home enjoying your favorite TV show when, all of a sudden, the power goes out. You want immediate information on the outage, so you decide to call your energy provider, and then you get stuck in a long-winded IVR (“Welcome to Energy Oasis. For account changes, press 1. For service requests, press 2.”).
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.
Help Scout
JANUARY 18, 2019
Anyone making decisions for a support team will need to choose a new tool for their team at some point. Whether you’ve outgrown a shared inbox or found the current tool is lacking key features, it’s important to keep the interruption to a minimum when making the change. Before considering the specific features you should look for in a help desk, let’s take a look at why you need one, and also provide you with some talking points to convince the decision-makers that it’s worth the investment.
kommunicate
JANUARY 18, 2019
What is customer service response time? Customer service response time is the number of minutes, hours, or days elapsed between when a customer submits a query and when a customer support representative provides the first response. This will also indicate how long you took to help a customer. It is also called the First Response [.]. The post How to Reduce Customer Service Response Time?
Working Solutions
JANUARY 18, 2019
For businesses of all types, most customer interactions come via mobile devices. Here are 6 call center strategies for best engaging today’s mobile customer. It’s no secret that the success of customer care in 2019 (and beyond) depends a great deal on just how well a business integrates modern communications technologies into its service operations. […].
5CA
JANUARY 18, 2019
Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential.
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!
Brad Cleveland Blog
JANUARY 18, 2019
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of … Continue reading → The post The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics appeared first on Brad Cleveland.
Dialer 360
JANUARY 18, 2019
A contact center in general term for any place or location where calls are made and received. In huge volume, for sale, customer service, marketing, telemarketing, and technical support. As well as other support or specialized business activities. Another, call center puts more emphasis on customer contact, CX. The fact is you will be connected with the customer in a variety of ways as email we, char or phone.
Brad Cleveland Blog
JANUARY 18, 2019
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.
Dialer 360
JANUARY 18, 2019
Customer experience is more than web design. A top-notch between customer and business informs their experience. Several companies are forming as a customer experience team. These teams are tasked with the best set up with customer experience team. Even though, the CX journey and at every channel of communication. The customer experience becomes a centralized focus on generating a tremendous and reputable brand.
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
Brad Cleveland Blog
JANUARY 18, 2019
Contact center measurements are plentiful and it’s easy to get buried in information. The contact centers that get the best results from using their reports and information have several things in common: They focus on a relatively small number of measures and objectives that support their mission and direction.
Talkdesk
JANUARY 18, 2019
Too many companies make the mistake of focusing only on customer acquisition and ignoring the single biggest source of profitability they have—their existing customers. At Talkdesk, we believe that loyalty drives revenue. It should be the golden rule of every customer experience organization—if you take genuine, intentional care of your customers, they will reward you by remaining loyal and bringing others along with them.
Expert insights. Personalized for you.
48 
Let's personalize your content