Callminer

MAY 29, 2019

According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution. Even with 21% saying they were looking to implement a solution this year, this is leaving a lot of customer and agent insight data wasting away.Below are four ways that your call recordings can be used to better your agents, customers and company to contact center performance.

Contact Center 223

Contact Center Coaching Analytics Call Center 223

CSM Magazine

MAY 29, 2019

There’s no one right way of providing good customer service. Because people are so different, complex and unique, dealing with each customer requires a different set of skills and considerations. The best kinds of customer service are provided by firms and workers who tailor their services and interactions with each individual customer. Still, it’s easier said than done, so what can be done here that ensures companies provide the right manner of care?

Customer Service 45

Customer Service 45

Totango

MAY 29, 2019

When consumers decide which brand of product to purchase, they pick the one they have the strongest relationship with. As such, it’s critical that customer success teams emphasize the use of regular customer engagements to keep the customer relationship strong. Setting the right customer engagement objectives and taking the necessary action to meet these goals will help your enterprise become more customer-centered, prevent churn , and boost retention rates.

Enterprise 63

Enterprise Best practices Personalization Analytics 63

ShepHyken

MAY 29, 2019

The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up. I knew Doug’s father, the late and great Buzzie Schukar, a larger-than-life man who loved life and always had good advice. “The sun always rises tomorrow” is exactly the kind of advice Buzzie would espouse to his son – and his friends.

Customer Service 279

Customer Service Personalization 279

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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.

Myra Golden Media

MAY 29, 2019

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting. And, I’ll show you how to use Verbal Aikido to get most any angry customer to back down. On Friday, May 31st at 1:00 pm ET I’m facilitating a webinar training to help you prepare your employees to get any angry customer to back down.

Coaching 120

Coaching 120

Joe Rawlinson

MAY 29, 2019

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given.

Sales 102

Sales Upselling Customer Support Marketing 102

Ansafone

MAY 29, 2019

A busy call center can be a high-pressure work environment for employees. Unfortunately, this issue along with others can lead to a high level of call agent attrition. It can be difficult and costly for a company to continually hire and train employees who don’t remain at the company for more than a few months. … Ten Ways to Engage Employees and Reduce Call Center Agent Attrition Read More ».

Call Center 90

Call Center Contact Center outsourcing 90

UJET

MAY 29, 2019

When was the last time you were happy with customer service? You visit the company website and search the “Contact Us” page which offers little to no actual helpful information. You find a phone number and call, only to sit through countless automated options attempting to identify your problem.

Customer Service 86

Customer Service Customer Support 86

kommunicate

MAY 29, 2019

There are numerous posts about developing a chatbot using Dialogflow. But creating chatbot isn’t enough. Connecting Dialogflow to the web interface is even more interesting and challenging. With Angular being a popular and emerging platform, here is our guide to integrate Dialogflow chatbot with Angular JS. In our quest to simplify chatbot integration with different [.].

Chatbots 85

Chatbots 85

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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

Surveys

Fonolo

MAY 29, 2019

With the powerful tool of social media, customers everywhere now have an expansive platform with which to voice their feelings about their customer service experiences. This puts a huge amount of pressure on call center agents to perform. Of course, companies hope that their customers use these social platforms to sing the praises of their brand. But, of course, this is not always the case: An IBM study found that customer service operations are often both pricey and inefficient.

Technology 78

Technology Customer Service Chatbots Call Center 78

Ansafone

MAY 29, 2019

The insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships. Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity.

Customer centricity 80

Customer centricity Contact Center Analytics Business Process Outsourcing 80

BlueOcean

MAY 29, 2019

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics.

Contact Center 74

Contact Center outsourcing Metrics Personalization 74

Noble Systems

MAY 29, 2019

The FCC is addressing a robocall-related agenda item entitled Declaratory Ruling and Third Further Notice of Proposed Rulemaking (FCC-CIRC1906-01) at its upcoming meeting on June 6, 2019. This document includes two aspects, the first being a Declaratory Ruling that would allow carriers to block “robocalls” to their customers, by default, after determining such calls are unwanted and/or illegal.

Analytics 75

Analytics Technology Contact Center Call Center 75

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.

Customer Experience

Customer Experience Matters

MAY 29, 2019

Okay, it’s that time again. Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. A recent article in the WSJ (The Dubious Management Fad Sweeping Corporate America) has sparked the discussion this time. Rather than write something entirely new, I decided to share something I wrote in 2015 that addresses the issue.

Metrics 68

Metrics Management Customer Experience 68

SharpenCX

MAY 29, 2019

Contact centers have a mounting list of priorities and criteria to make the customer experience a success. But much of that hinges on your technology and what it allows your team of agents and leaders to do. And right now, Read More. The post Digital Transformation in the Contact Center: Cloud Migration Lessons from the Trenches [Webinar Recap] appeared first on Sharpen Contact Center Software.

Contact Center 59

Contact Center Contact center software Technology Customer Experience 59

Eptica

MAY 29, 2019

Date: Wednesday, May 29, 2019 Author: Pauline Ashenden - Marketing Manager 5 key findings around customer trust in retail. Published on: May 29, 2019. Author: Pauline Ashenden - Marketing Manager Across every sector, trust is increasingly central to the customer experience and hence business success. Consumers want to buy from brands that they feel understand their needs, respect their time and deliver on their promises.

Banking 56

Banking Multichannel Airlines Best practices 56

Unymira

MAY 29, 2019

Despite our best forecasting efforts, there will be inevitable down time or low occupancy in any contact center.

Contact Center 74

Contact Center Customer Service Management 74

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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.

Self service

pindrop

MAY 29, 2019

Reaching critical mass for enrollment can be defined as having enrolled a large portion of your customer base to justify the purchase price of the authentication solution in question. Traditional voice biometric software requires a customer to enroll actively, meaning they have to intently participate in saying a phrase or have the agent start to record as they speak.

Average Handle Time 56

Average Handle Time Engineering Banking 56

Stratifyd

MAY 29, 2019

Estimated reading time: 1 minute. Last week, the Computing AI and Machine Learning Awards named Stratifyd a finalist in two categories: Outstanding Data Analytics Solution and AI Technology Provider of the Year. “I’m thrilled to be recognized on an international scale,” Stratifyd CEO Derek Wang said. “Being named a finalist alongside other trailblazers in the tech industry really shows how we’re transforming the AI and data analytics space.”.

Analytics 56

Analytics Technology 56

CX Journey

MAY 29, 2019

This is a modified version of a post I originally wrote for CallidusCloud. It appeared on their blog on June 14, 2018. If you want to move beyond cosmetic changes and lip service to real changes in both the employee experience and the customer experience, the first thing you have to look at is your company’s culture. What is culture ? My favorite definition is Herb Kelleher’s: "Culture is what people do when no one is looking.

Customer Experience 58

Customer Experience Management 58

TRUSTID

MAY 29, 2019

When a call center agent answers the phone, a level of trust between a bank and its customers should already be established. This is a critical component to creating a trusted customer environment. If your telephone agents are answering unvalidated calls, you are putting both your bank and customers at risk. Three words can explain why it is so important to verify calls before a rep picks up — Trusted Caller Flows.

Banking 48

Banking Call Center Contact Center Engineering 48

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!

Feedback

ForeSee

MAY 29, 2019

See how Ally competes with Bank of America on CSAT and NPS, and if Amazon and Netflix retain top spots People turn to digital because it’s convenient and always available.

Banking 45

Banking Best practices 45

Talkdesk

MAY 29, 2019

It’s summertime and we all know that means it’s time to take vacations! I’m heading to Europe for a vacation in June and I’m sure many of you have booked your vacations too. While the United States remains the most popular destination for summer travel overall, travel to international destinations continues to increase. France and Germany have seen a significant increase in travelers compared to last summer, with a gain of 44% and 32% respectively.

contact center solutions 44

contact center solutions Contact Center Sales Personalization 44

HelpCrunch

MAY 29, 2019

Customer Service 103

Customer Service 103

Squelch

MAY 29, 2019

Last week, Squelch was proud to sponsor Pulse 2019 — the world’s largest customer success conference. Hosted by Gainsight, the event took place May 21st-24th in San Francisco. Here’s a recap of our experience and top takeaways from the event. Event Recap As evidenced by the display of flowers above, Pulse was a beautifully-produced conference. The care and thoughtfulness that Gainsight put into the decor extended to every aspect of the event, making it an enjoyable and worthwhile experience for

Entertainment 40

Entertainment Customer centricity Accountability Personalization 40

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

Journey mapping

TLC Associates

MAY 29, 2019

Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they seek to grow and improve their business operations, but it can be tricky to answer. While there can be clear benefits to outsourcing your customer service or contact center, such as lower labor costs, there are tradeoffs that also need to be considered.

outsourcing 40

outsourcing Contact Center Outbound sales Inbound sales 40

bold360 Blog

MAY 29, 2019

B usiness es across the country are shifting their strategy towards a customer -first approach. C ustomer centricity isn’t a new idea, but it’s arguably more important now than ever. It is 2019 and British consumers expect modern, effortless and personalized experiences – and companies are on the hook to deliver. . Almost all industries are being disrupted and c ompetition is particularly fierce among energy suppliers , retailers, and airlines.

Airlines 40

Airlines Sales Personalization Customer Service 40

City Communications

MAY 29, 2019

Are you going to Customer Contact Week in Vegas? Tuesday, June 25th 8:00pm-11:00pm Mirage VIP Suite Las Vegas, NV If you are attending Customer Contact Week in Las Vegas, come join us in our luxury suite in The Mirage for a VIP Cocktail Social. AND Agency, City Communications, and Assero Security, are hosting this VIP, invite-only, event. Enjoy free cocktails and snacks, peer networking in a casual environment.

Contact Center 40

Contact Center 40