Talkdesk

JUNE 17, 2019

A few days ago, before commuting to work, I received a notification. “Heavy traffic on the way to the office, delays up to 10 minutes”. I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route. I arrived on time and was even able to grab a coffee on my way up. The most amazing thing was… I actually never asked for this information; it was purely proactive based on my previous behaviors and real-time information the assistant gathered from oth

Customer Experience 46

Customer Experience Contact Center Technology Personalization 46

Playvox

JUNE 17, 2019

Is your customer service team representing your business to a high standard? Are your agents leaving consumers satisfied enough to stay loyal and recommend your products / services? As a manager or team leader responsible for overseeing a customer service (CS) department, you should have an answer for each question. And if that’ a ‘no’, you need to take action — right now.

Coaching 44

Coaching Customer Service Management 44

Fenero

JUNE 17, 2019

In the Contact Center Industry, recruitment is the most important factor to be successful but can be the most demanding process. Due to this demand, many companies hire just to fill the openings but don’t necessarily fill these slots with the candidates with the best experience to match the profile needed to ensure customer satisfaction. Unfortunately, this is a vicious cycle as hiring the wrong people will increase your contact center turnover.

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Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.

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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.

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. (Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.

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Aspect

JUNE 17, 2019

It’s no secret that customer experience has been rapidly evolving in recent years, with consumer habits and demands changing daily and new communication channels opening continuously. When looking at this current landscape, it can be difficult for organisations to keep pace with the change, in order to deliver a market-leading customer experience, but those who are doing so are going one step further than offering an omni-channel experience – which is an achievement in its own right – and delive

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Customer Experience Chatbots Self service Consulting 122

Nexmo

JUNE 17, 2019

Have you ever wanted to be able to provide customers with a phone number they can call and just leave you a message? You can create your own voicemail application powered by the Nexmo Voice API and Ruby on Rails. In this tutorial we will walk through the steps to get up and running. Your application will be able to receive phone calls, record voicemail messages and have a web interface to display all messages and play them.

APIs 81

APIs Accountability Management 81

HelpCrunch

JUNE 17, 2019

Email broadcast campaigns are a great way to keep in touch with your user base. Read all about tips, tools, examples and more. The post How to set up and use broadcast emailing: examples, tools, tips appeared first on HelpCrunch blog.

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Sales Marketing Customer Service 75

Nexmo

JUNE 17, 2019

Have you ever wanted to be able to provide customers with a phone number they can call and just leave you a message? You can create your own voicemail application powered by the Nexmo Voice API and Ruby on Rails. In this tutorial we will walk through the steps to get up and running. Your application will be able to receive phone calls, record voicemail messages and have a web interface to display all messages and play them.

APIs 81

APIs Accountability Management 81

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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

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Genroe

JUNE 17, 2019

Some people believe that social media is a B2C game. That’s it’s all cute cats, charity hashtags and artsy pictures of Sunday brunch. They couldn’t be more wrong. Fair enough if you think that Instagram and SnapChat may not be as applicable to B2B as they are more visually focused social media platforms. But let’s […]. The post How Social Media Platforms for B2B Marketing Actually Work appeared first on Genroe.

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B2B Marketing B2C 73

Thinq

JUNE 17, 2019

No more email or help desk tickets when you use an easy Web portal to order, provision, and manage your toll-free numbers. As Bill Gates is fond of saying, “Your most unhappy customers are your greatest source of learning.” As founder and CEO of Microsoft, Gates was famous for releasing software that was not quite […]. The post Toll-Free Made Easy With Self-Service Tools appeared first on thinQ.

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Self service Management Call Center 67

RapportBoost

JUNE 17, 2019

Hear from this foremost expert on the trends in customer service, call centers and the use of live chat. Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. David: Welcome to the RapportBoost videocast series, where we talk to industry leaders within the customer service center and call center spaces.

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Multichannel Contact Center Call Center Morale 66

GetFeedback

JUNE 17, 2019

Watch this webinar to learn the latest results from CustomerThink's research into the most effective ways to prove the ROI of Customer Experience.

Best practices 60

Best practices Customer Experience 60

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

Jon Arnold

JUNE 17, 2019

With a name like that, how could you not want to be there? This is my first time attending this event put on by 2600Hz , and I’ll be part of an analyst panel on Wednesday at 11:40, along with BCStrategies colleagues Blair Pleasant and Phil Edholm. Details can be found in the Event Calendar section of my website, and if you want to follow along, my twitter handle is @arnoldjon, and the event hash is #KazooCon19.

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GetFeedback

JUNE 17, 2019

Watch this recorded webinar to learn 5 simple steps for setting up a successful voice of the customer program that drives real business value.

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NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

Quality management 54

Quality management Analytics Customer Experience Management 54

Cyara

JUNE 17, 2019

The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises, including many of Cyara’s customers, are moving their contact centers to the cloud, for benefits including reduced cost to serve and a more personalized and responsive customer experience.

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Contact Center Enterprise Customer Experience Personalization 52

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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

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

Quality management 54

Quality management Analytics Customer Experience Management 54

CX Journey

JUNE 17, 2019

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?

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Customer Experience Management Customer centricity Journey mapping 59

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. The 2019 CX Trends Report conducted by InMoment suggests that despite evolving conversations around CX, companies are struggling to balance their own needs and changing customer preferences.

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Customer Experience Construction Feedback Personalization 53

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. The cost benefit to your brand is significant as well: Chatbots Magazine cites that businesses can save up to 30% in customer support costs.

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Chatbots Contact center software Self service Banking 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

Branch Mesenger

JUNE 17, 2019

One of retailers’ top strategies for eliminating costs and boosting profits is cutting labor. While this may seem like a quick and easy way to meet those goals, it can be detrimental for a retailer in the long-term. The University of Pennsylvania’s Wharton School professors of operations, information, and decisions Marshall Fisher, Santiago Gallino, and Serguei Netessine dive into this topic in their research paper, “Setting Retail Staffing Levels: A Methodology Validated with Implementation” an

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Sales Analytics Marketing Accountability 48

CSM Magazine

JUNE 17, 2019

Overlooking the importance of exceptional customer service is a grave mistake to make in the business world. It takes many good experiences to earn the trust of a consumer. When consumers trust a brand, they aren’t scared to recommend it, share information on it, and publicly sing the praises of the brand’s products. Unfortunately, it takes just one bad experience for consumers to double down on efforts and quickly spread the word of the bad service they have received.

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Customer Service Brand ambassadors Customer retention Customer Care 49

GetFeedback

JUNE 17, 2019

Learn how you can build a simple and effective VoC program that impacts your bottom line.

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ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer. This is where differences start to come into play. While some organizations have CSMs handle the entire upsell process, others bring in sales team members to help facilitate negotiating and contracts.

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Accountability Upselling SaaS Feedback 42

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

Calabrio

JUNE 17, 2019

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short in our ability to affect our organizations at large. In the last 10 years, we have seen a dramatic shift in the workforce.

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Contact Center Management Gamification Morale 40

Infinity

JUNE 17, 2019

In the beginning came offline. Then man created an online sphere. All was well between the two. Separation reigned supreme. However, are the lines between both starting to bleed into one another? With the introduction of AR at home, cashier less stores, and such, it's no wonder that retailers globally find themselves unsure as to how best to manage the online-to-offline (O2O) merge.

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Advertising Surveys Marketing Analytics 40

Salmat

JUNE 17, 2019

How can your online store benefit from performing conversion rate optimisation ? In this post I will share with you 6 benefits of CRO and hopefully convince you to get started today!

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