ChaseData
FEBRUARY 15, 2019
For those who work in the world of call or contact centers, the term ‘turnover” is a common one. However, many of the same people who hear this term thrown around every day don’t fully understand what it means – or how it impacts business in the modern contact center.
Etech GS
FEBRUARY 15, 2019
In a study out of the Clark School at the University of Maryland, researchers found that there is a hacker attack approximately every 39 seconds. A cyber-attack on a private user can be devastating enough, but in a call center that handles sensitive customer information daily, a data breach can be disastrous. Corporate security should be a top priority in every call center.
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Myra Golden Media
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.
Beyond Philosophy
FEBRUARY 15, 2019
We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.
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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
FEBRUARY 15, 2019
This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nextiva
FEBRUARY 15, 2019
Data breaches and identity theft are becoming commonplace in today’s society. As individuals and companies race to secure their data, hackers are devising new ways to steal it. The Identity Theft Resource Center reported a 126% increase in exposed consumer data in 2018. Now, more than ever, it’s important for businesses to plan for […]. The post The CIO’s Data Breach Response Plan for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
Liveops
FEBRUARY 15, 2019
These five questions should prepare you for life as a freelancer. Freelancing and self-employment is becoming incredibly popular. In the U.S. alone, more than 33% of people make a living from freelance work, and many pundits predict that this will increase to 50% of the workforce in years to come. With that in mind, you’re far from alone if you’re giving consideration to saying “goodbye” to fixed hours, bosses and commuting.
Taylor Reach Group
FEBRUARY 15, 2019
Leading contact center and customer experience consultancy, The Taylor Reach Group, Inc., has announced that it has been contracted to perform site selection services for a new contact center for a world-leading financial management firm. The client, serving millions of customers internationally with services ranging from personal and business insurance to asset management is seeking to expand its customer interaction capabilities.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
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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
Integrity Solutions
FEBRUARY 15, 2019
The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. By Bruce Wedderburn. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.
GetFeedback
FEBRUARY 15, 2019
Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.
NobelBiz
FEBRUARY 15, 2019
Want a FREE PASS to 2019 PACE Atlanta? NobelBiz® is providing those that submit a meeting request form to discuss our Contact Center Solutions at the 2019 PACE Atlanta event a FREE pass. Just click the link below and complete to complete the form and one of our Registered & Trusted Caller ID Management Advisors will reach out to you. *Limited time offer [ ] The post NobelBiz® is giving away FREE event passes to PACE Atlanta 2019 appeared first on NobelBiz®.
Customers That Stick
FEBRUARY 15, 2019
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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.
SharpenCX
FEBRUARY 15, 2019
On a recent episode of the Modern Customer Podcast, Managing Director of ACSI, David VanAmburg talked on topics from ACSI’s history to struggling big-box retailers and the newly-inventive supermarkets and drugstores who soared to the top of this year’s satisfaction. Read More. The post 5 CSAT Survey Questions to Help You Better Understand Customers appeared first on Sharpen Contact Center Software.
GetFeedback
FEBRUARY 15, 2019
Many companies measure NPS, but few use it to its fullest potential. The Net Promoter Score survey isn't where the magic happens—it’s where it begins.
Monet Software
FEBRUARY 15, 2019
Monet WFO Honored for Exceptional Innovation. TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. The Cloud Computing Excellence Award recognizes companies that have most effectively leveraged cloud computing in their efforts to bring new, differentiated services and solution to market.
GetFeedback
FEBRUARY 15, 2019
It's quite simple to create a successful customer experience strategy for your organization if you follow these seven steps. .
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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.
ChurnZero
FEBRUARY 15, 2019
Top 10 Customer Success Takeaways from SaaStr. . Last week we attended and exhibited at SaaStr Annual in San Jose as a gold sponsor. It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . It was also fantastic to meet so many Customer Success leaders at the event and see numerous Customer Success focused talks included in the session programming. .
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips , CEO and Customer Success Evangelist at CSM Practice. Episode Overview. What would it be like if you were the customer in your business? If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production.
TeamSupport
FEBRUARY 15, 2019
When calling a business, people want their issue to be resolved quickly. A recent survey from Clutch found that nearly 8 of 10 people consider an “efficient resolution to their issue” to be one of the three most important traits they value when calling a business. Despite the rise of chatbots and text support, telephone customer support is still critical.
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!
CSM Practice
FEBRUARY 15, 2019
On the thirteenth episode of the 1 to 10 podcast, we sat down with Irit Eizips, CEO and Customer Success Evangelist at CSM Practice. Episode Overview. What would it be like if you were the customer in your business? If you’re anything like us, you’re dedicated to providing an excellent product or service and intently focused on the end result of production.
Jon Arnold
FEBRUARY 15, 2019
I write my fair share of white papers, and when combined with a webinar, they can be effective demand generation tools for vendors and providers. My latest one here is with 8x8 , where I prepared a white paper focused on how cloud can really help SMBs take advantage of today’s UC offerings. I did a well-attended webinar with them about this topic in December, and the white paper has now been published.
Quiq
FEBRUARY 15, 2019
It’s 1995. A new company named eBay just launched, along with a new media format called a DVD, and the average American user sends about 0.4 texts per month. Times sure have changed. Fast forward to today. There are a plethora of online retailers with the widest product assortment that can fulfill even the most specific buyer searches. DVD’s are outdated, now replaced with streaming and on-demand content, and the average consumer in the US sends about 60 text messages per day or 1,800 texts per
Serenova
FEBRUARY 15, 2019
Recently, we collaborated with Serenova’s VP of Customer Success, Jen Jackson, on the e-book, 5 Critical Actions for Successful Contact Center Leaders. In it, Jen, a former contact center executive, shares actional professional development tips gleaned from her successful career. Jen’s insights inspired me to consider my own professional development goals.
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
Whitepages Pro
FEBRUARY 15, 2019
We recently learned about a Whitepages account details compromise, that hit us when we were weakest, in the past. A characteristic of continuously improving is that you weren’t as good yesterday as you are today, and for us, as hard as we worked, we weren’t able to prevent this incident. On the evening of February 11, 2019, we became aware of a 2016 incident after this article was published.
Uniphore
FEBRUARY 15, 2019
Intelligent self-service refers to the new generation of self-service solutions. These solutions are changing the paradigm over the old way of doing it. The highly structured classification and prescriptive knowledge bases are being replaced (or fronted) with virtual customer assistants (VCA’s) or chatbots. The old IVR phone trees (“press one for billing, press two for services…”) are being replaced by graphical or digital alternatives.
Whitepages Pro
FEBRUARY 15, 2019
GDPR and PSD2: The Balancing Act of Data Sharing and Privacy. Fresh from last year’s scramble to understand and meet GDPR requirements, companies are starting to turn their attention to the EU’s new Payment Services Directive (PSD2) and its September 2019 compliance deadline. There’s a lot of overlap between PSD2 and GDPR, but at first glance there are also some discrepancies.
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