CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated. Yet I’m perplexed when I see contact center leaders that are often their own worst enemies and resisting change.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

OrecX

NOVEMBER 19, 2018

Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. Many organizations which have deployed call recording have yet to deploy screen recording, and in not doing so, they are really only capturing half of the customer interaction, as much of the agent activity happens on-screen.

industry standards 74

industry standards Best practices Enterprise Contact Center 74

Call Center Weekly

NOVEMBER 19, 2018

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success.

Government 222

Government Contact Center Feedback Consulting 222

Callminer

NOVEMBER 19, 2018

Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do just that.

Marketing 242

Marketing Analytics 242

Advertisement

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

NOVEMBER 19, 2018

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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu. (CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!

Customer Service 214

Customer Service Customer centricity Self service Customer Care 214

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. Whether it’s the rise of the ethical consumer, an increased focus on trust or a desire for organizations to be more responsive, it’s clear that today’s consumers have more power and influence than ever before. 2019 will see an increased focus on smart technologies such as AI, augmented interactions and Voice of the Cust

Customer Experience 88

Customer Experience Engineering Coaching Education 88

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Journey mapping 78

Journey mapping Customer retention Surveys Feedback 78

Ansafone

NOVEMBER 19, 2018

For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues. Despite their best efforts, some companies simply do not have enough staff to … Quarter 4 Preparation Read More ».

Contact Center 75

Contact Center Customer Support outsourcing Call Center 75

Integrity Solutions

NOVEMBER 19, 2018

Many companies have aspects that appeal to this generation, and there are three critical factors you can focus on to attract and grow millennial salespeople. By Boris Zecevic. Now totaling roughly two billion people, the millennial generation plays a dominant role in how organizations operate today and what they will need to do to remain successful going forward.

Coaching 77

Coaching Sales Feedback Management 77

Advertisement

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

Surveys

Call Center Pros

NOVEMBER 19, 2018

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved. Everyone has a story to tell about an angry customer: We have all heard the story of the agent who could not even say hello before the client’s negativity radiated through the handset.

Business Process Outsourcing 73

Business Process Outsourcing Accountability Customer Service Personalization 73

CustomerSuccessBox

NOVEMBER 19, 2018

We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE , Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. So what is the Valley of Death (VOD)? Assume your sales has just sold a SaaS software to a customer and you are waiting for the implementation to begin.

SaaS 72

SaaS Metrics Benchmark Upselling 72

Jon Arnold

NOVEMBER 19, 2018

Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat. That writeup was posted on our portal late Friday, and am just getting a chance to share it here now. Got a lot more to talk about from Connections, and that should surface soon, so stay tuned.

Feedback 66

Feedback Management Contact Center 66

Monet Software

NOVEMBER 19, 2018

Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce Optimization (WFO) is something like that. There are many bells and whistles involved in an effective WFO program, and if you speak to different managers you might get different answers about how WFO components are deployed. But the essentials should always be there.

Coaching 59

Coaching Contact Center Metrics Surveys 59

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

bold360 Blog

NOVEMBER 19, 2018

Thanksgiving Day unofficially kicks off the busiest shopping season of the year, with consumers heading to stores in droves to take advantage of sales and discounts for their holiday shopping. In 2017 , more than 174 million American consumers shopped over Thanksgiving weekend. That number is likely to go up this year, with analysts predicting a 4.3 to 4.8 percent increase in overall holiday sales.

Chatbots 61

Chatbots Sales Personalization Technology 61

GetFeedback

NOVEMBER 19, 2018

How the customer loyalty loop and customer feedback via surveys will help you create a customer journey map that'll boost customer retention.

Journey mapping 60

Journey mapping Customer retention Surveys Feedback 60

ChurnZero

NOVEMBER 19, 2018

ChurnZero has been named to the 2018 NVTC Tech 100 list by the Northern Virginia Technology Council (NVTC), the membership and trade association for the technology community in Northern Virginia and Greater Washington. “We strive to be an attractive company for local and national talent and the NVTC Tech 100 award recognizes the effort we’ve put in and success that we have achieved,” said ChurnZero CEO and founder, You Mon Tsang.

Education 58

Education Government Technology Personalization 58

VocalCom

NOVEMBER 19, 2018

If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels cannot always offer.

Abandon rate 48

Abandon rate Interactive Voice Response Contact center software outsourcing 48

Advertisement

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

Topdown

NOVEMBER 19, 2018

As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. The previous year was marked by significant innovation as CCM and digital experience (DX) moved towards full integration, accompanied by automation becoming mainstream. With 2018 almost over, Topdown looks ahead to the future. Here are the technological and ideological changes poised to move the CCM industry in 2019.

Management 48

Management Technology Customer Experience 48

Monet Software

NOVEMBER 19, 2018

“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one. At the contact center, that responsibility falls primarily on your agents. Perhaps, by putting your agents first, you’ll achieve your customer service goals as well.

Contact Center 48

Contact Center Morale Coaching Call Center 48

Andrew Mcfarland

NOVEMBER 19, 2018

Has the “work from home” option improved worker’s lives? The results are mixed. On one hand, employees value the flexibility to work from home and companies seem to benefit through increased productivity (thought that benefit is subject to some bias). .

48

48

Monet Software

NOVEMBER 19, 2018

How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. But too often this is handled in a reactive way. An issue is discovered through the natural course of doing business, and then steps are taken to solve the problem. It works, but performance management allows for a more proactive approach.

Management 48

Management Contact Center Metrics Quality management 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

Genroe

NOVEMBER 19, 2018

It comes in many flavours but easily the most common question on Net Promoter that I get asked is: How good is my Net Promoter Score? Unfortunately it is also the question with the answer that people want to hear the least: there are very few ways to really know. While there are some reasonably […]. The post Net Promoter Score Benchmarks: Don’t Waste Your Time On External Data appeared first on Genroe.

Benchmark 45

Benchmark Best practices Feedback 45

Monet Software

NOVEMBER 19, 2018

You know about multi-channel and omnichannel. But have you heard about opti-channel? It’s a new way for contact centers to become more customer-centric. Where omnichannel presents customers with an array of communication options, opti-channel goes one step further, by attempting to anticipate which channel a customer prefers for specific activities, and then expediting their interactions once they arrive.

Contact Center 48

Contact Center Quality management Customer centricity Surveys 48

Ameyo

NOVEMBER 19, 2018

Customizing help desk software gives your customer support portal the look and feel of your brand and defines tailor-made workflows to extend the ease of operations. Different aspects of your ticketing system can be personalized to ensure better user interface and support functionality. But the important question that arises here is how easily and quickly […].

Personalization 45

Personalization Customer Support 45

Nuance

NOVEMBER 19, 2018

Risky business For almost every organization, falling into the trap of purchasing and maintaining multiple applications from various vendors that accomplish the same task is all too easy. Perhaps there’s a lack of communication within the purchasing group. What often happens is that applications purchased at the department or team level simply go unnoticed.

45

45

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

Help Scout

NOVEMBER 19, 2018

While you’re rushing around serving customers this holiday season, don’t forget to take care of yourself. Here’s a Happy Thanksgiving message from Leah on behalf of everyone at Help Scout! While many of us will be enjoying a well deserved turkey break this week, there will still be plenty of people hard at work supporting our customers or perhaps just “checking in for a minute”.

Customer Support 40

Customer Support 40

Dialer 360

NOVEMBER 19, 2018

Outbound leads generation is marketing is the process of stimulating and capturing interests. The product service to develop a sales pipeline. Lead generation usage of digital channels and been substantial changes. The rise of new online social technique. With particular, an abundance of information readily available online that had led to rising. The emergence of advanced technology to develop and qualify potential leads before sales.

Entertainment 20

Entertainment Outbound sales Education Advertising 20

Branch Mesenger

NOVEMBER 19, 2018

With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is. Here’s some of the latest figures from the Department of Labor October Jobs Report : ??

Enterprise 59

Enterprise Banking Management Engineering 59