Aspect
AUGUST 7, 2018
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which also means forcing them to rethink how they deliver exceptional customer service.
Outsource Consultants
AUGUST 7, 2018
A recent article by Steve Woods discusses how artificial intelligence technology can help sales departments become more efficient. Instead of using AI to send automated email blasts that come off as cold and robotic, AI should be used to do mundane grunt work like crunching data and monitoring pipeline to help keep the sales people on task. The key is to perform due diligence when trying to find AI-based apps for a sales team.
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ShepHyken
AUGUST 7, 2018
Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Top Takeaways: James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too.
Contact Center Pipeline
AUGUST 7, 2018
Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors and foodservice executives have noticed the arrival of a new group with distinctly different values and requirements. This group is Gen Z, currently aged eight to 22, who are now moving […].
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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.
Callminer
AUGUST 7, 2018
Contact centers are a vital part of ongoing business success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Experience Matters
AUGUST 7, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.
Mindtouch
AUGUST 7, 2018
If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. Even if you feel like you’re sitting on a goldmine for understanding your customer base, getting value out of your feedback can seem like a monumental task.
BlueOcean
AUGUST 7, 2018
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.
Unymira
AUGUST 7, 2018
Knowledge is the lifeblood of a business. It is the sum of everything that the business has been able to accomplish over its existence, as well as the collection of less important information that relates to the specific functionalities of products/services or general business operations.
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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
Liveops
AUGUST 7, 2018
Why agile workers are a competitive advantage. The gig economy is no longer just something that young people dabble in while they look for better opportunities. While driving and delivery gigs are still plentiful, the most important evolution in the gig workforce is in the enterprise. Now, highly experienced professionals are opting in to gig work, and enterprise organizations are leveraging contingent, flexible workforces at scale to access the deep and wide pool of talent while maintaining bus
InTheChat
AUGUST 7, 2018
The call center has undergone a drastic transformation in the past decade. More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat, The post The hidden costs of digital silos appeared first on InTheChat.
LiveChat
AUGUST 7, 2018
Your business depends a lot on how you manage issues that your customers face on a daily basis. When you are maintaining a website, you are going to get a variety of queries and requests from your customers. There should be a systematic approach to handle the issues based on their complexity, priority, etc. By streamlining the workflow of your customer service department , you can enhance the customer experience and manage their expectations.
Transparent BPO
AUGUST 7, 2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers — but likely not customers — […] The post Customer Service: The Difference Between Omnichannel and Multichannel Experiences appeared first on Transpar
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.
Cyara
AUGUST 7, 2018
Digital transformation and improved customer experience are key to survival in our new economy. And DevOps is a proven way to increase value delivery and stay competitive. It enables faster, better, and less risky projects. Because of these benefits, IT teams in organizations worldwide have invested significant time, resources, and funding in the DevOps toolchain, but has it been effective?
Outsource Consultants
AUGUST 7, 2018
Brick-and-mortar stores have the advantage of greeting their customers in-person. It’s much easier to make a connection and help your customers when they can ask you questions at the moment. In his recent article, Larry Alton addresses this issue and says that online stores need to counter this advantage by using instructions and supplemental information.
Andrew Mcfarland
AUGUST 7, 2018
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers) Long ago a mentor taught me a “fresh” perspective about a deal we.
Toister Performance Solutions
AUGUST 7, 2018
Level one feedback is more commonly known as the survey you take at the end of a training program. Some trainers derisively call these surveys "smile sheets" because they are often used for nothing more than confirming everyone had a great time. I must admit I haven't always put a lot of stock in them. But I leaned heavily on level one feedback for a recent project.
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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.
Revation Systems
AUGUST 7, 2018
HCBS programs across the nation are facing new challenges such as reduced budgets and a growing demand for services. Is your team in the same boat? From August 27-30, over 1,300 top health industry professionals will convene at the 2018 National Home and Community Based Services ( HCBS ) Conference held at the Baltimore Marriott Waterfront. Attendees will learn about innovations in home and community-based programs, listen to technology experts and network with Federal government professionals.
Andrew Mcfarland
AUGUST 7, 2018
Why do companies jeopardize customer relationships by doing stupid things? (e.g. Volkswagen’s emissions scandal, BP’s oil rig safety omissions, and Wells Fargo taking advantage of their customers) They act as if the heartfelt apology later will suffice. Long ago a.
Sabio
AUGUST 7, 2018
Office Depot, the leading supplier of office equipment in Europe, has been through a major period of change following its acquisition by AURELIUS Equity Opportunities in early 2017.
Ambs Call Center
AUGUST 7, 2018
Will a medical answering service help you better serve your patients? If you’re not sure, learn what a doctors’ answering service can do for you. And if it looks like these are the outcomes that will provide a difference for your organization, you can begin by taking your first step to select the ideal answering service.
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!
Chip Bell
AUGUST 7, 2018
Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today’s customers do not talk (remark) or tweet about good service; only experiences they find unique, special and ingenious. Wise organization care about the character of service, not just its features. The post Seriously Sparkly Service: The Power of Profoundly Remarkable appeared first on Chip Bell.
Helpware
AUGUST 7, 2018
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely customer service stories bound to put a smile on your face and maybe even a tear in your eye. Pizza Party on the Tarmac.
Eckoh
AUGUST 7, 2018
Are you finding today's customers more demanding, volatile and ready to flex their muscles? If so, then a new e-Guide will help your contact centre to engage with them not as enemies but as allies.
Ameyo
AUGUST 7, 2018
Ever thought that machines could welcome your customers with a warm gesture? Artificial Intelligence (AI) has given way to an emotional connection with humans and enables them as self-learners. This revolution from traditional customer service to AI-powered digital solutions has improved the buyer’s journey and customer experience (CX).
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
Relay Blog
AUGUST 7, 2018
Given the choice, some of your customers would rather interact with a machine than speak. The post It’s Not You, It’s Bots: Why Some Customers Prefer Self-Service Support Over Human Support Agents appeared first on Relay.
Chip Bell
AUGUST 7, 2018
Value-added service is facing a dead-end street! As margins get more challenging, taking what your customers expect and just adding more is no longer the best path to growth and profits! Today’s winners focus on value-unique—creating those unexpected, simple but inventive ways to take their customers’ breath away! Awesome service for today’s picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consis
Jon Arnold
AUGUST 7, 2018
Things were on the light side in July for my writing, but summer is short, and I'd say it's par for the course. As noted in my current newsletter, I've had plenty of new activity, and some of that will turn up over the next few updates. If you don't follow me that closely - or don't subscribe to my newsletter - here's a digest of my notable posts and activity from July.
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