Thu.Apr 28, 2022

article thumbnail

From Contact Center to “Insight Center”

Brad Cleveland Blog

Lutron, a global electronics company, is a major player in the Internet of things (Iot) and connected home markets. Products include control systems for lighting, ceiling fans, shading and others, which can be controlled from smartphones, voice assistants (such as Alexa), and other devices. Matt Dixon, advisor and co-author of The Effortless Experience, and Tim Donchez, Continuous Improvement Director at … The post From Contact Center to “Insight Center” first appeared on Brad Cleveland.

article thumbnail

Our Customers Are Always Complaining About Our Prices. What Do We Do?

Beyond Philosophy

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.

B2B 221
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Are You Letting Your Business Become Stereotyped? – Tip #39

Steve DiGioia

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right

Sales 299
article thumbnail

SMS Strategy Delivers A Complete Global Brand Experience?

Avoxi

SMS Strategy Delivers A Complete Global Brand Experience People love to text. It’s a way of life for 5 billion people around the world. And while SMS is becoming a fundamental part of the customer experience, a surprisingly small number of companies are capitalizing on this communication channel. In a recent AVOXI survey, that number… The post SMS Strategy Delivers A Complete Global Brand Experience?

Surveys 115
article thumbnail

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

article thumbnail

7 Ways to Improve Customer Engagement on a Call

AnomalySquared

Customers are like family. You can't live with them, and you can't live without them. No matter how annoying or demanding they can be at times, you still need to do your best to keep them around. They are the reason why your business exists and continues to do so, which means you depend on them. '. This is why customer engagement and a focus on how you can improve customer service is so vital to the success and longevity of a company.

More Trending

article thumbnail

Website Banners: How to Make One

JivoChat

Website banners can be used for different purposes, to promote sales, drive attention to sign up for a newsletter, invite people to participate in an event, and much more. You will see them in the header, footer, or on the side of the web pages. . In all cases, it’s essential to create an attractive design that is going to catch the attention of your target audience.

article thumbnail

Spearline Podcast Episode 19: Proactively managing your customer experience with Stamatios Papadatos

Spearline

In this episode Mike and Kees are delighted to be joined by Stamatios Papadatos from ATOS. Stamatios is a Sr IT Leader Architect from Atos. we chat to him and get his insights into proactively managing your customer experience and much more. Atos is the global leader in secure and decarbonized digital with a range of market-leading digital solutions along with consultancy services, digital security and decarbonization offerings.

article thumbnail

How to motivate employees to learn new customer service skills

Toister Performance Solutions

I once delivered the same customer service workshop over 200 times in a two-year period. Thousands of employees attended. Over time, I learned I could split the classes into three distinct groups: Motivated: Enthusiastic employees who were eager to learn. Neutral: Employees who willing to go along, but weren't fully engaged. Hostile: Upset employees who used the class to air their grievances.

article thumbnail

Forging Connections in the Cloud: How SaaS Companies Can Leverage AI to Deliver a Superb Customer Experience

Netomi

It is a digital world indeed, and one in which software, in its various forms, stands as a vital component of daily life. Also known as “on-demand” software, Software as a Service (SaaS) refers to a licensing and delivery model whereby software is licensed on a subscription basis and hosted centrally. A SaaS cloud-based service is accessible through an internet browser, rather than users needing to download and install software on a PC or business network.

SaaS 59
article thumbnail

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.

article thumbnail

Perfecting Your Skills as a Customer Service Agent

CSM Magazine

Customer service jobs are not for everyone. They come with a variety of challenges and require a certain type of person to excel in a career like this one. It can be hard to manage back-to-back phone calls, especially when you don’t know what kind of customer you’re going to get on the other end. A career in customer service can be a rewarding one for the right individuals.

article thumbnail

What is Conversation Analytics? (All You Want to Know)

JustCall

What better way to learn about your customers’ needs and expectations than to simply listen to them? That’s the core idea of conversation analytics. Understanding consumer behavior is the most elemental part of building effective sales and customer service strategies. This is why contact centers around the world have significantly scaled their investments in new-age solutions like conversation analytics software, which helps them quantify qualitative metrics and identify the strength

article thumbnail

April 2022 Newsletter

Pipkins

DISASTER RECOVERY: On 4/24, Pipkins redundant network facilities were engaged as a massive fiber cut was experienced by one of our Internet Service Providers. This outage occurred on Pipkins’ corporate headquarters network in Saint Louis which is completely independent from customer traffic. All redundant systems performed as designed, so no lost traffic or interruptions were experienced.

article thumbnail

What is Voice Analytics? (A Guide for Sales & Customer Support Teams)

JustCall

There’s a lot more to customer interactions than just words. These interactions are a world of rich data that businesses can leverage to drive better results. And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

SMS Alerts: Best Practices for Businesses

LiveVox

A text alert system for businesses can keep your customers within arm’s reach, allowing you to easily communicate with them about order updates, account information, urgent messages and more. It works using a communications tool most people keep within a few feet of them (if not on their physical person) 24 hours a day: their smartphone. The post SMS Alerts: Best Practices for Businesses appeared first on Livevox.

article thumbnail

What is Conversation Analytics? (All You Want to Know)

JustCall

What better way to learn about your customers’ needs and expectations than to simply listen to them? That’s the core idea of conversation analytics. Understanding consumer behavior is the most elemental part of building effective sales and customer service strategies. This is why contact centers around the world have significantly scaled their investments in new-age solutions like conversation analytics software, which helps them quantify qualitative metrics and identify the strength

article thumbnail

Today’s Patients Require (and Deserve) A Dedicated Receptionist Team

Abby Connect

When your patients contact or come in, your receptionist is the first introduction to your medical practice. So, how they are greeted, the time your receptionist takes to answer their questions, and their friendly demeanor are all key factors as you work to create a friendly and open atmosphere for your patients. You simply cannot… The post Today’s Patients Require (and Deserve) A Dedicated Receptionist Team appeared first on Abby Connect.

article thumbnail

What is Voice Analytics? (A Guide for Sales & Customer Support Teams)

JustCall

There’s a lot more to customer interactions than just words. These interactions are a world of rich data that businesses can leverage to drive better results. And that’s what many sales and customer support teams are doing now. In recent times, top contact centers have scaled their investments in new-age solutions with the primary objective to evaluate benchmarks and create definite systems that take them towards success.

article thumbnail

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

article thumbnail

How to Effectively Use the Phonetic Alphabet in a Call Center

CSM Magazine

There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. The phonetic alphabet is a system of representing the sounds of speech using written symbols. The phonetic alphabet is used by linguists, speech-language pathologists, and other professionals who work with language.

article thumbnail

Protected: How Cisco and Influitive Co-Created a Customer Engagement Lead Scoring Model

Influitive

There is no excerpt because this is a protected post. The post Protected: How Cisco and Influitive Co-Created a Customer Engagement Lead Scoring Model appeared first on Influitive.

article thumbnail

Apr 28 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Issaquah, WA, US (On-site) Organization: MangoApps As a Director of Customer Success, you will develop a deep understanding of MangoApps concepts, features & use-cases. Become the primary point of contact for executives and decision-makers of customer accounts. Build and maintain high-quality, long-lasting, relationships with the executives of customer accounts.

article thumbnail

Ecommerce Platforms: Have Your Own Online Store

JivoChat

Are you planning to create an online store? Whether you already have an established company or it’s developing it now, counting on the right ecommerce platform will help you to build your ecommerce website and manage it. . What is an Ecommerce Platform? If you think that to have your online store, you need to build everything from scratch, ecommerce platforms are here to show there are other simpler and more practical solutions.

SaaS 75
article thumbnail

ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

article thumbnail

How the Metaverse Will Transform Customer Experience??

SmartKarrot

Wouldn’t meeting new people in the comfort of your home be interesting? With a virtual reality headset, you can experience any outdoor happening like a movie, a café, or shopping in a new cartoon avatar. You can build real relationships through online avatars and customize them as much as possible. Metaverse makes all this possible and more. It is not a passing trend but the start of another dimension.

article thumbnail

Call Intelligence: What it is, Benefits & Why You Need It?

JustCall

Context is everything in sales and customer service. With a thorough understanding of a customer’s background, reps can tailor their interactions and deliver those customers an excellent experience. Now traditional note-taking during customer calls isn’t just time-consuming but also ineffective with room for errors. This is why contact centers are now adopting new-age solutions like the call intelligence platform to be more efficient at delivering contextualized customer experience.

Sales 52
article thumbnail

Why Most AI Projects Fail: A Preventive Guide for Business Leaders?

SmartKarrot

AI and machine learning are sweeping the globe — no industry is immune to these disruptive technological advancements. AI in the workplace is fundamentally changing the way businesses function. A recent survey found that an overwhelming majority (92%) of firms are confident their organization will adopt this technology within three years. Companies that harness the power of AI stand to propel themselves into a whole new stratosphere of success.

Finance 10
article thumbnail

3 Essential Factors for Onboarding Contact Center Agents

Upstream Works

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center.

article thumbnail

The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

article thumbnail

How To Manage Customer Service Requests On Instagram

CSM Magazine

With over a billion active users, it’s no surprise that businesses are increasingly utilizing Instagram for marketing purposes. Providing a positive customer experience on Instagram is a great strategy to increase your business’s customer loyalty. Responding to Instagram questions and comments enables your brand to strengthen relationships with its followers, increase sales, and ultimately expand its reach and reputation.

article thumbnail

TOP 6 CUSTOMER SERVICE PODCASTS OUT NOW!

Call Experts

Podcasts have been a popular form of entertainment since the 2000s, when iTunes made them readily accessible to the average person. And, with the rise in podcast popularity has come the rise of the customer service podcast. . Now that they’re more readily available, there are thousands of podcasts to choose from—so, if you’re looking to start a new podcast habit, it’s easy to find something that fits your interests!

article thumbnail

Infinity Goes Beyond: Introducing Agent ID and Outbound visibility

Infinity

Take this scenario: you’re a contact centre leader. You’ve got a large team of call agents. Say hi to Bob. He’s a sharp man, always coming off his calls punching the air. You chalk up yet another sale. (He probably needs a promotion soon). Then there’s Stu, just as sharp as Bob, but he’s struggling with bringing in the bacon for your business. Bob and Stu are both hard-working - so what’s going wrong?