Tue.Jun 26, 2018

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Call Center Cloud Conversion Continues

Fonolo

Most people don’t realize the impressive scale of the contact center industry. Collectively, we spent 190 billion minutes calling a company for help. On the other side of those calls were 3.6 million people working as agents (and those numbers are just for the US). Companies spend roughly $22 billion on the technology enabling all of these interactions, and with the market undergoing a massive change in the last decade, that number will continue to grow.

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3 Ways Contact Centers Assist with Market Research

Outsource Consultants

Advertising is going extinct. Okay, that’s hyperbole, but an article by Keith Pearce discusses the possibility that traditional advertising of telling people how great your brand is may be losing its impact. With this in mind, it might be a better idea for companies to prioritize their existing customers instead of putting all their focus on gaining new ones.

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Amazing Business Radio: Doug Bell

ShepHyken

Everybody Deserves a Voice. How does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager , to discuss the benefits of creating a customer experience movement. ? ?. Top Takeaways: A company customer experience movement starts by giving everyone in the company a way to communicate with leadership.

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Contact Centers Obsolete in 3 Years: Artificial Intelligence Wipes Out Industry

CX Global Media

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We started talking about all of the hype, hysteria and clickbait titles that we’ve seen and how outlandish some of them can be.

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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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Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

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SUPER AGENT – Saving Customer Service with Augmented Reality

TechSee

“And I shall shed my light over dark evil, for the dark things cannot stand the light… the light of… The Green Lantern!” Just as DC Comic hero The Green Lantern fought common criminals in New York City with the aid of his magic ring and the light it produced, modern superheroes can stimulate a more creative approach to problem solving by helping a business “see the light.

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The leading retailer in omnichannel experience: Sephora

Customer Guru

What is an omnichannel experience? Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience. Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or

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Build your business case to invest more in Customer Experience (CX) – Drive larger financial impact

NICE inContact

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform.

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Customers on a Roll: Netsmart, ThoughtSpot, Kareo, Code42, RichRelevance

Mindtouch

We have the privilege of working with some pretty innovative companies. Really innovative. Each morning seems to bring new accolades, achievements, and awards from MindTouch customers. Recently, while sipping the morning cuppa, we were so pleased to see five MindTouch customers making headlines. These companies are on a flat-out roll. ThoughtSpot. The World Economic Forum (WEF) recently named ThoughtSpot to the world’s 61 most promising Technology Pioneers 2018.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Everything You Need to Know Before Hiring a Virtual Assistant

OctopusTech

Often times when entrepreneurs and start-ups start running low on time, do they realise the importance of doing things on schedule. But such is our world that requires us to do a thousand different things every day that many times we don’t even find time for the mundane things, let alone the insignificant ones. And the result? Overflowing inbox, messed up appointments, certain reservations that need to be made and your ‘to do list’ which isn’t going anywhere.

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New Golden Rule: Why You Need to Build Strong Agent & Customer Experiences

SharpenCX

Customer experience has been a focus of brands around the world for years. In 2015, Gartner declared it the new competitive battlefield. With CSAT scores that stalled out in the 75 percent range and agent turnover hovering around 45 percent in contact centers, we’re in the moment of truth; a time for change. It’s not [.]. Read More. The post New Golden Rule: Why You Need to Build Strong Agent & Customer Experiences appeared first on Sharpen Contact Center Software.

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Introducing Cyara 7.3: Omnichannel Testing and More

Cyara

I couldn’t be more thrilled about Cyara 7.3. It’s packed with amazing new features aligning with two overarching themes: Personalization: With our new omnichannel testing and test data management features, we make it easier to test personalized customer journeys, ensuring that data and context is passed from one channel to another, and that users can test journeys designed for different segments.

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2018 livepro Knowledge Management Awards are OPEN!

Livepro

Get in your applications for the 2018 livepro Knowledge Management Awards! Off the back of the success and overwhelming response that we received from the first ever livepro Knowledge Management Awards in 2017 – this year they’re back bigger and better. We have simplified the criteria, improved the entry process and opened it NATIONWIDE – so you don’t need to be in attendance at the forums to apply to WIN!

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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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2 Ways to Help Maintain Positivity as a Customer Service Agent

Outsource Consultants

“Customer experience” is only a keyword for many companies. It’s unfortunate, but it’s reality according to an article by Andrew Tillery. Tillery points out that while many companies claim their customers are at the core of their business, most companies fail to live up to that promise. This means that the companies who truly live by their philosophy separate themselves and provide an experience customers remember fondly.

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7 Customer Service Tips You Can Use Right Now

Toister Performance Solutions

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

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3 Things that Influence Customer Satisfaction Beyond Customer Service

Outsource Consultants

What happens when empathy just isn’t enough to satisfy customers? An article by Jeremy Watkin discusses this type of dilemma that occurs within many contact centers. For example, a company makes a major mistake with its subscription, but instead of simply giving a refund or sending the customers a better product to make up for the mistake, they have strict policies that make the customers jump through hoops or don’t correct the problem.

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Questions to Ask Call Recording Vendors

OrecX

Call recording software and. quality monitoring software can bring tremendous value to any contact center and/or enterprise, but how do you know which vendor/solution to choose - or better yet - which questions to ask? Right now there are over 100 call recording/quality monitoring vendors in the industry. Not all are created equal. You need a set of questions to ask each vendor to determine who's a contender and who's a pretender.

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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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Natural language processing and the pursuit of excellent customer self-service

Aspect

With convenience being king for consumers in the omni-channel world that we live in, the appetite for automated customer self-service is greater than ever before. Many businesses have taken steps to make this a reality using tech such as text-based chatbots, but making self-service a true success isn’t purely about deploying something new and expecting it to work miracles.

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Amazon Connect, the Deconstructed Contact Center

USAN

When Amazon released its contact center service, Amazon Connect, it was met with skepticism by some industry insiders because it didn’t have the features other solutions offer. After working with the cloud-based contact center service for a little over a year, we’ve seen firsthand the power of Amazon Connect in its simplicity. It’s not that the service isn’t ready for prime time, it’s just a fundamentally different way of solving a problem.

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Improve Your Training: Create an Outcome Statement to Improve Employee Performance

ScreenSteps Call Center

What will this article help you do? This article is going to help you achieve better training results in less time by teaching you how to create clear training "Outcome Statements". What if I told you that you were lost? But then I didn’t tell you where you needed to go? How would you develop a plan? How would you know if you were making progress? How would you know when you weren’t lost any more?

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How to Improve Your CX Function Through Coaching

Comm100

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any team – the Coach. Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. Many companies have now started to realize that excellent customer service is essential to the success of the business.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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The Benefits of Creating an Entertaining Customer Experience with Gamification

Playvox

If you're in the customer service and experience department, then you've probably heard all about gamification in the call center agents, as it boosts agent performance and engagement. Gamification has proven to be an effective strategy, which is why innovative companies have started to apply this not just for their customer service agents, but for their customers as well.

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FluentCloud WebPhone Updates

FluentStream

The FluentCloud WebPhone is already the go-to application when it comes to virtual dialing on the FluentStream system, but recently we’ve added some features that will make it even better. Three-Way Calling The most requested addition to WebPhone is finally. Read More.

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It's not me, it's you. Why cancelling is part of CX.

5CA

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it.

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A 7-year partnership with transunion

Merchants

TransUnion serves consumers and businesses across multiple lines of business in South Africa and in selected neighbouring states. Operating in a fiercely competitive industry, the organisation is focused on evolving its business from a holding company model with discrete, self-contained business units to an integrated shared services model that is able to support go-to-market activities for each line of business.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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FluentCloud WebPhone Updates

FluentStream

The FluentCloud WebPhone is already the go-to application when it comes to virtual dialing on the FluentStream system, but recently we’ve added some features that will make it even better. Read More. The post FluentCloud WebPhone Updates appeared first on FluentStream.

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Important Call Center Metrics to Measure Success

Ameyo

As a call center manager, you are responsible for meeting team goals and meeting the expectations of the management. To do that, it is important to identify the metrics that are relevant to your industry and the organization.

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The Power of Brand Advocacy

Brad Cleveland Blog

Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity. Customer advocacy creates what some refer to as your most powerful sales force. Learn more about the benefits of brand advocacy in this recent Lynda.