Contact Center Pipeline
APRIL 5, 2018
Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount of worker “churn.” The health and well-being of contact center personnel is therefore a high priority. This becomes especially notable as media reports reveal the health disadvantages of sedentary work styles. […].
Customer Guru
APRIL 5, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
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Fonolo
APRIL 5, 2018
They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. Active listening is the foundation of effective communication. Behind every customer call is a real person, looking for guidance or a solution to a problem. It’s critical to engage in active listening in order to make that person feel truly heard, understood, and served.
Kristina Evey
APRIL 5, 2018
Service After the Sale Matters. How many customers did you lose today? It may be a hard question to answer. The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? 89% of consumers began purchasing from a competitor following a poor experience (RightNow Technologies). Based on the size of your company and number of staff working with customers – front line, contracts, sales, billing, service techs, etc –
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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.
OctopusTech
APRIL 5, 2018
In our modern times, the internet has turned out to be the most reliable source of information about a person, thing or a business and is currently preferred by 2 out of every 3 individuals. It happens because, with each passing day, our lives are becoming more and more entwined with the online world from smartphones to smart televisions to self-driving cars, Internet of Things hold a firm grasp upon our lives like never before.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
APRIL 5, 2018
In J.D. Power’s most recent U.S. Retail Banking Customer Satisfaction Study, the six largest banks (Bank of America, Citigroup, JPMorgan Chase, PNC Financial, U.S. Bancorp and Wells Fargo) lead the industry in customer satisfaction. Smaller banks and credit unions fell behind, suggesting less effective investments. But how can this be? Shouldn’t these big banks be losing the customer experience battle to the more personalized service of their smaller, more local competitors?
Customer Experience Matters
APRIL 5, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.
Zingtree
APRIL 5, 2018
Keeping your customers happy is only half of the battle in call centers today – making sure that your call center agents and supporting employees are happy, productive, and well-informed is another huge piece of the customer service battle. Agent turnover (also known as agent attrition) has a dramatic effect on how call centers can ultimately perform and have been a problem for decades.
Outsource Consultants
APRIL 5, 2018
Are your surveys biased? In a recent article by Martin Powtan, a critical point is made that biased surveys can produce useless responses. The following are ways Powtan suggests to avoid biased customer surveys: Use neutral wording. Use multiple styles of questions including multiple choice, open text, and scale ratings to avoid limiting the customers in their responses.
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!
8x8
APRIL 5, 2018
The dilemma of choice is a well-known concept in the psychology of consumer purchasing–namely, the more options you have, the more difficult it is to not only make, but also be satisfied with a decision. Businesses, however, hadn’t felt the same pain in their decision-making. The explosion of applications over the years—in everything from CRM systems to marketing automation to communication and collaboration tools—seemed like the ideal environment for businesses; individual departments could cho
Robert Davis
APRIL 5, 2018
By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images of the illicit “boiler room” operation.
8x8
APRIL 5, 2018
The dilemma of choice is a well-known concept in the psychology of consumer purchasing–namely, the more options you have, the more difficult it is to not only make, but also be satisfied with a decision. Businesses, however, hadn’t felt the same pain in their decision-making. The explosion of applications over the years—in everything from CRM systems to marketing automation to communication and collaboration tools—seemed like the ideal environment for businesses; individual departments could cho
Infinity
APRIL 5, 2018
“ It’s estimated that by 2030 there will be over a trillion devices connected to the internet, that’s a lot of ways for people to complain. ”. This point by Thomas John from Five9 during his talk at this year’s Call & Contact Centre Expo in London may sound like a warning of an ominous future. But in truth, it represents an opportunity for brands to turn a challenging situation into an advantageous one in a manner that wasn’t possible before.
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.
8x8
APRIL 5, 2018
The dilemma of choice is a well-known concept in the psychology of consumer purchasing–namely, the more options you have, the more difficult it is to not only make, but also be satisfied with a decision. Businesses, however, hadn’t felt the same pain in their decision-making. The explosion of applications over the years—in everything from CRM systems to marketing automation to communication and collaboration tools—seemed like the ideal environment for businesses; individual departments could cho
Bright Pattern
APRIL 5, 2018
On Tuesday, the Bright Pattern team welcomed John O’Brien on board to lead the Australia-New Zealand sales team. With his vast international experience, he has a true understanding of the call center industry across the globe and the trends emerging. And, as an industry vet and prior employee at Genesys, we figured he’d have some pretty important things to say!
ClientSuccess
APRIL 5, 2018
ClientSuccess will host Bill Cushard, Customer Success Strategist of ServiceRocket and a 2018 Mindtouch Top Customer Success Strategist , for this month’s customer success webinar series: How to Design a Customer Education Strategy. The webinar covers the topic of designing a proactive strategy for customer education. This webinar is relevant to leaders of B2B recurring revenue companies of all types, customers success leaders, and practitioners.
Robert C. Davis and Associates
APRIL 5, 2018
By Nick Jiwa , President of CustomerServ ( Originally Published on March 26, 2018 at [link] ). The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to see why telemarketing’s much-maligned reputation has been dominated by images of the illicit “boiler room” operation.
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.
CSM Magazine
APRIL 5, 2018
Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. Tech magnates like Elon Musk and Bill Gates have cautioned the threat of super intelligence and AI. While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s.
Customer Experience Matters
APRIL 5, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Wegmans for earning the best customer experience score in the supermarket industry.
Solvvy
APRIL 5, 2018
The post Next Generation Customer Experience (NGCX) Recap appeared first on Solvvy.
Verint
APRIL 5, 2018
The time has come for another ISC West conference in beautiful Las Vegas! We're looking forward to joining our customers and partners, and presenting our intelligent solutions suite at the Sands Expo April 11-13, in booth #28057. Come see us at one of the largest physical security, IT and IoT industry trade shows in the world. This year's trends center around analytics, situational awareness, and customer engagement, demonstrating the desire for enterprise organizations to simplify, modernize, a
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Mindtouch
APRIL 5, 2018
Chatbots are, and will remain, a big part of self-service customer support. For whatever reason—be it convenience or the rise of certain technologies—more and more people prefer chat for their self-service interactions. Especially the easy-peasy ones. Herein lies the competitive advantage of deploying chatbots : if the people coming to you for self-service prefer chat, you have an inherent opportunity to reduce support costs, decrease response time for cases, and lower customer effort overall.
CSM Magazine
APRIL 5, 2018
Attribution modelling is a set of rules that determines which touchpoints during a customer’s journey have resulted in the highest amount of conversions, allowing you to pinpoint the marketing channels that are driving the most revenue. Without attribution modelling, knowing whether your marketing campaigns need to be optimised becomes almost impossible.
Toister Performance Solutions
APRIL 5, 2018
On Wednesday, April 4 I hosted a webinar to answer questions about building a customer-focused culture. The goal was to help customer service leaders identify ways to implement concepts from The Service Culture Handbook. We had a nice discussion and were able to tackle a lot of great questions. You can watch the webinar below. (Click here if you don't see the video.).
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