Fri.Dec 14, 2018

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7 Trends in Customer Service to Watch in 2019

TeamSupport

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. The shift in perception of AI and automation was arguably the most significant. Once a thought of the distant future, many companies began adding these concepts to their workflows and roadmaps. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video c

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What Is The Importance Of Telemarketing In Lead Generation?

Dialer 360

Telemarketing is common among marketing companies to connect with the potential customer. As well as of their product and services. Historically, telemarketing consisted of companies making a telephone. With new technology, telemarketing has expanded to include video conferencing call as well. Moreover, typically conducted with an existing customer.

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Four Reasons Why Your Coaching Efforts Aren’t Working

Monet Software

The college and pro football regular seasons are wrapping up, and every year that means one thing – some coaches will be out of a job. Coaching is important, whether you run a football team or a contact center. And if you’re not getting the most out of your coaching efforts, it will impact customer service. We’re not suggesting that anyone get fired – but we do think it’s inherent on coaches to not fall into a rut.

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Why Customer Experience is Dying (And What To Do About It)

Beyond Philosophy

It seems from two recent surveys that despite all the money and resources that have been ploughed into improving Customers Experience, this is not having any effect? What will happen next is that CEO’s and the C-Suite will start to remove their support for these changes. What is the problem and what can be done about it? Who better to answer that than Colin Shaw with 17 years experience in the industry and many successful implementations that have driven a great return on investment.

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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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Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Cyber security is no longer something that just IT teams need to worry about.

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5 Channels for Collecting Customer Feedback (that you’re probably not using)

ProProfs Blog

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My metric for success can be summed up in one phrase: earn customers for life.” – Mary Barra, Chair and CEO, General Motors.

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How to Be Authentic if You Are to Lead a Team Honestly

Etech GS

“Do as I say, not as I do.” Know any leaders like this? Probably. You may even be one yourself without realizing it. For instance, if you routinely urge your team members to stay late to finish a project, but you head out of the office right at closing time to go bicycling, your team members could become resentful and lose trust in you. Similarly, if you scold your team members for taking breaks that are too long but then turn around and take three-hour lunches most days, it could be bad for mor

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Three Reasons Your Sales Pipeline Opportunities Fail to Convert to Revenue

Integrity Solutions

Why a “healthy” sales pipeline isn’t always what it seems. And specific questions sales leaders should ask to get a more realistic view of what’s really going on. By Bruce Wedderburn. Originally contributed as a guest blog to SalesPop.net. As you move towards finishing the year strong and planning for 2019, as a sales leader your focus naturally turns to next year’s budgets, goals, and sales pipeline.

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Coaching Starts At Onboarding

SharpenCX

Coaching your agents helps them feel connected, engaged and valued at work. Why wouldn’t you start this process during onboarding? A few years ago, Richard Branson tweeted that companies should train their people well enough so they can leave, but. Read More. The post Coaching Starts At Onboarding appeared first on Sharpen Contact Center Software.

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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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Contact Center Pipeline: April Wiita Shares Her Industry Expertise

Working Solutions

April Wiita, vice president of Program Success at Working Solutions, knows the ins and outs of running on-demand contact center operations. In the December issue of Contact Center Pipeline (online and print), she shares her thoughts about ensuring high-quality customer service in the viewpoint “Improving Contact Center Operations: Happiness All Around – to a ‘T’.” […].

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Quality Management in 2019

Monet Software

Do people still make New Year’s resolutions? It’s an opportunity to take advantage of the fresh start every New Year brings, and to achieve a personal goal (more exercise) or a professional one (be nicer to an annoying coworker). At the contact center, this is a chance to focus on priorities, and think about better ways to serve your customers. “A renewed focus on quality management” should be on a lot of resolution lists this year.

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Helpdesk Automation: The Next Big Thing in Ticket Management

Ameyo

In today’s technology-driven world, people expect no less than 100% perfection in their lives as technology has changed the needs and wants of customers. Customers demand speed and precision in everything around them. Now customers not only crave for a 30 minutes delivery for their Pizza but they seek hyper-sonic fulfillment for all of their […].

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How to Set the Right Contact Center Goals for 2019

Monet Software

Another year over, and a new one just begun. Some time amidst the higher caller traffic that often greets contact centers in December, it’s important for managers to start thinking about the future. What did you do well in 2018, and where do opportunities exist for improvement in 2019? It’s a tough process to start, but it’s essential for the continued growth and prosperity of your business.

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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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Future of Work Expo is Coming - Registration Discount Offer

Jon Arnold

The week has flown by and so has 2018. It’s time for another update on Future of Work Expo , one of the ITExpo events coming January 30. I’m the event co-chair, and along with fellow co-chair Paula Bernier , there’s a solid program in place. Got a few more spots to fill, but you can review the agenda and speaking roster here. For more perspectives on the event, I was interviewed by Paula recently, and it runs in two parts, here and here.

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Don’t Buy a Workforce Optimization Solution Without These Capabilities

Monet Software

The advantage of workforce optimization is how it brings so many essential features together into one solution. However, this can also be a confusing element for first-time buyers. Which of these components are most important to meet the needs of your customers? Let’s start with the obvious: Forecasting. The workforce management component of your WFO system should accurately forecast customer demand by analyzing historic data and statistics, pulled from your media handling system (calls, message

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Subscription Services and the Power of Automation

DigitalGenius Blog

Subscription services for the things we buy and consume have become so ubiquitous we’re starting to consider brands who don’t offer a subscription as outliers. Think about that: in only the last decade, subscription services have sprouted up in the consumer market, fundamentally changing our expectations, tastes and demands. The notion of flexibility is an underlying factor that sits behind this trend, along with the experience of “belonging to a group”.

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Healthcare Organizations: When Accurate Scheduling is Essential, Workforce Management Delivers

Monet Software

The healthcare industry is struggling with a workforce shortage at the moment. And it isn’t just physicians and nurses – there has also been a shortfall in non-clinical staff, including at contact centers. More than 60% of respondents to a Medical Group Management Association poll said they faced a lack of qualified applicants for non-clinical positions in the past year.

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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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What to do when your insurance customers go offline? [VIDEO]

Infinity

One moment a customer can be browsing a particular insurance plan offering on your site, and the next they’re dialling your contact centre to make a purchase. If customers can’t find what they’re looking for, need further information, have a unique requirement, or wish to express their request vocally then their journey usually results in a phone call.

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ChurnZero Customer Success Professional Spotlight

ChurnZero

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, George Boyar , Director of Customer Success at Mentor Collective, who partners with higher education institutions to help students develop a deep sense of belonging, build a connection to their institution, and ultimately succeed, by leveraging peer m

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How Talkdesk Utilizes Security Measures to Prevent Data Breaches

Talkdesk

Data security is a hot topic right now, and for good reason. A renewed conversation surrounding security has been spurred by the recent Marriott Starwood hotels data breach. If you need a refresher about what happened and are wondering how seriously Talkdesk takes data security, read on. (Spoiler alert: we take it very seriously.). The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018.

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How Can You Build Prosperous Customer Self-Service?

Dialer 360

Customer self-service is electronic support, allows users to use technology access. The information performs routine targets without requiring of a live customer service reps. Customer self-service offers the user with 24-hour-a-day support and instant access to information. Deprived of having to wait for customer reps. ultimately, the success of customer self-service initiative depends on quality.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How Talkdesk Utilizes Security Measures to Prevent Data Breaches

Talkdesk

Data security is a hot topic right now, and for good reason. A renewed conversation surrounding security has been spurred by the recent Marriott Starwood hotels data breach. If you need a refresher about what happened and are wondering how seriously Talkdesk takes data security, read on. (Spoiler alert: we take it very seriously.). The breach began in 2014, but Marriott says they didn’t discover it until the end of November 2018.

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What Are The Significant Trends For Call Center Future Strategy?

Dialer 360

The call center is becoming complete the paradox. This must be open-ended but also safe and secure. Safe from both aspect customer-centric, staff-centric, legacy-based yet modernized and the list goes on. This is the reason for relatively clear and easy on customer demands. These are continually evolving, and so the channel uses to communicate. The problem is technology advanced as much as instant pace than the call center can adapt to at least for now.

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Why Help Desk Software Is Important For Businesses

ProProfs Blog

A help desk software is important for businesses serving customers. When businesses offer a delightful customer experience, sales increase. Customers become brand loyals and refrain from brand switching. 74 percent of people are likely to switch brands, in case they find the purchasing process difficult. A help desk ticketing system automates the workflow of issue resolution, centralizes information, and keeps everyone updated with email alerts.

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10 Small Business Weigh In With Call Center Predictions 2019

Dialer 360

Call center prediction of 2019 after closing 2018. The perfect time to reflect on evolving customer needs. Impact for call center next year and beyond. 2018 is quickly drawing to close and attention. These are turning to the year ahead and what it might bring. Predictions are call center and what you are expecting to see in 2019. No doubt customer experience isn’t the main competitive difference.

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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.

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TEN DIGIT Communications Selects ID R&D to Provide Continuous, Zero-Effort Biometric Authentication to its Intelligent Messaging Platform

CSM Magazine

The company’s DC BRIDGE® customers will be authenticated by keystroke, facial liveness, and voice biometrics, offering seamless user experience across the customer communication lifecycle. TEN DIGIT Communications [TEN DIGIT], the provider of a patented messaging platform that enables call-center phone lines to function as smartphones with text, call, and link and image sharing capabilities, today announced it has partnered with biometrics firm ID R&D to offer multimodal biometric authentica

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Contact Center Technology Trends – Bring About Transformation

Dialer 360

Ensure a high level of customer gratification, and companies are offering customer service anywhere with any touch point. Recognizing the continuously adding quality reps. they don’t add up financially more and more organization turning to technology support. Call center always tries to focus on incoming and outgoing voice calls. This can manage customer with both voice calls and data application, email, web-based I-messaging.

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10 Most Ordinary Customers Failure and How to Avoid Them?

Dialer 360

Customer support is challenging jobs and frankly offering excellent service. With the most challenging customer is something most companies aren’t doing. This is for navigating a robust conversation with ease may propel your company. Your company target to offer optimal service to all customer. Whereas challenging and otherwise your revenue will increase as results.