CSM Magazine
NOVEMBER 26, 2019
With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better. Pretty much anything and everything you want to do can now be done online with a few clicks of a computer keyboard.
Contact Center Pipeline
NOVEMBER 26, 2019
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales. Within today’s contact center, however, several trends are converging and creating […].
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 26, 2019
Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.” When a company or organization is facing any sort of crisis, whether that’s something as serious as a company data breach, a natural disaster, or even a power outage or water break in your building, it’s important to have an established plan or course of action for y
Guru
NOVEMBER 26, 2019
Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up. With her experience, she’s confident she can make that happen.
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.
ConvergeOne
NOVEMBER 26, 2019
In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
NOVEMBER 26, 2019
Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization. For contact centers, an industry known for its high attrition rate, high employee turnover can impact not just team morale and productivity, but customer acquisition and retention as well.
Cisco - Contact Center
NOVEMBER 26, 2019
Formula one driving has a few things in common with a call center. Leading racers have stated “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center. Looking ahead, understanding the changes in the road, maintaining focus, staying ahead of your competition, and making sure your support team is the best to name just a few.
Certified Languages International
NOVEMBER 26, 2019
Marisol Varela, lead quality assurance specialist at CLI, writes about the importance of self-care for interpreters. I attended an interpreter conference a few years ago that brought together language professionals from around the Pacific Northwest and provided many opportunities for networking and educational workshops. While many talented educators shared their expertise and professional experience with interpreters, a particular module caught my attention, and I think about it often: interpre
VirtualPBX
NOVEMBER 26, 2019
We’re going to do something a little different today. Today’s blog will be supported by our competitors’ opinions about the best VoIP phones of 2019 and 2020. Many of the phones we offer in the VirtualPBX Store have made their way to other review sites. That gives us a great opportunity to show you that praise these devices have received outside our borders.
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
Talkdesk
NOVEMBER 26, 2019
Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year). End bad customer service with Talkdesk Talkdesk’s industry-leading solutions were showcased in over 100 meetings and customized demos with our stellar sales team and subject matter experts.
Strikedeck
NOVEMBER 26, 2019
Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success.
inSided
NOVEMBER 26, 2019
Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially. Check out this guest blog from Omnisend on the best strategies for successful B2B customer communication. B2B companies use various marketing communication tools to retain existing customers, connect with new customers, and focus on turning prospective customers into sales.
SharpenCX
NOVEMBER 26, 2019
New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. In it, they found, investing in your employees has real bottom-line benefits for your business.
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.
Unymira
NOVEMBER 26, 2019
Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.
SharpenCX
NOVEMBER 26, 2019
New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. In August, Glassdoor released a decade of research linking employee and customer experience. From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. In it, they found, investing in your employees has real bottom-line benefits for your business.
Interaction Metrics
NOVEMBER 26, 2019
Every day, everywhere, companies send email surveys, smiley face surveys, or call to request our customer feedback. It’s overwhelming. However, as we enter the holiday season, let’s acknowledge that when an associate is incredibly helpful, it’s nice to be able to say “thanks!”. Consider when an associate goes the extra mile: it feels good to reciprocate with a “sure, I’d recommend” or a 5-star rating that the associate’s boss might see.
Ansafone
NOVEMBER 26, 2019
Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world. The millennial generation is entirely different than any other generation, having grown up with … Customer Experience for Millennials Read More » The post Customer Experience for Millennials appeared first on Ansafone Contact Centers.
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.
NICE inContact
NOVEMBER 26, 2019
As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It. At a high level, I believe cloud contact center applications using artificial intelligence allow companies to deliver the kind of customer experience their customers want – not one dictated by the constraints of hardware-based, inflexible applications.
Toister Performance Solutions
NOVEMBER 26, 2019
This Thursday is Thanksgiving in the United States. It's traditionally a time to gather with family, enjoy a bountiful feast, and be thankful. One thing I'm always thankful for is customer service. In past years, I've written posts expressing my gratitude for the many customer service professionals who make a difference in our lives, such as this one thanking all the service professionals who work on Thanksgiving Day.
NICE inContact
NOVEMBER 26, 2019
Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Easy. Trusted. What’s more, this issue was having widespread impact: both in the stores and on the phone, it was negatively affecting customers’ and employees’ experiences, as well as hurting performance and service standards.
Guru
NOVEMBER 26, 2019
Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up. With her experience, she’s confident she can make that happen.
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 Magazine
NOVEMBER 26, 2019
In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that. you are blessed with the most efficient, committed, and intelligent employee. force on the face of the earth.
ShepHyken
NOVEMBER 26, 2019
Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical? It is, but it’s fascinating. More important, it’s relevant.
Vcaretec
NOVEMBER 26, 2019
Your business will pay the price when you try to be everywhere at once. Call centers are designed to handle tasks you do not have the time to handle. If you are in New Jersey, how can you find a good call center? Well, the following are things to look for when searching for an effective call center in New Jersey : Customer Service As a business, the experience you deliver to clients is critical.
Squelch
NOVEMBER 26, 2019
This article, “ From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience ” was originally published by Blake Morgan on November 5, 2019. Is your company operating in chaos or clarity? The difference often comes down to creating a knowledge-rich culture. Modern customers and employees want information on their own terms.
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
JivoChat
NOVEMBER 26, 2019
You’ve spent months (and maybe years) shaping your idea. Finally, you’re ready to take your idea to the world in the form of a product or service sold through an eCommerce platform. While you could jump right in the deep end, your best opportunity for financial success rests in creating a roadmap for your idea’s future, also known as a business plan. eCommerce business plans serve a variety of purposes, from internal guidance to effective resource budgeting.
CSM Magazine
NOVEMBER 26, 2019
The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative. Merriam-Webster’s definition for how the word is used in this context is that it is “a state, situation, or series of events involving interesting or intense conflict of forces.”.
Hero Digital
NOVEMBER 26, 2019
No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences. The term “customer experience” is growing in popularity, reflecting a huge market shift of brands committing to create memorable, meaningful experiences that build relationships with their audiences. .
Expert insights. Personalized for you.
52 
Let's personalize your content