Fonolo

AUGUST 22, 2018

Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. If I am not wrong, then it is safe to say that nine out of 10 times, we have hung up after the robotic, brief introduction and then wondered why they bothered calling us in the first place.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Contact Center Pipeline

AUGUST 22, 2018

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to be grabbing the attention of contact center technology sellers and buyers. AI processes and interprets large volumes of data (and I mean large!) to drive action through decisions and predictions—basically trying […].

Contact Center 29

Contact Center Technology Analytics Call Center 29

Bright Pattern

AUGUST 22, 2018

Earlier this year, the General Data Protection Regulation (GDPR) became active across Europe to safeguard the personal data that businesses collect. The implications are profound, going beyond marketing to encompass all customer communications, in particular for customer service.

Contact Center 8

Contact Center Marketing Personalization Customer Service 8

Callminer

AUGUST 22, 2018

Once you’ve collected the data, you need to do something with it to improve the customer experience and deliver exceptional customer service consistently. Actionable analytics is key.

Metrics 207

Metrics Analytics Customer Experience Customer Service 207

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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

AUGUST 22, 2018

Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little detail can give you a glimpse into a much bigger picture. The idea is that the coffee machine and the quality of the coffee is an indication of how the employees are treated. One day we hired an employee to work at Shepard Presentations.

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Marketing Customer Service Customer Experience 218

Customer Service Life

AUGUST 22, 2018

This article was originally published on the FCR blog on July 17, 2018. Click here to read the original. When customers contact you with a problem, do you apologize or do you not? Let’s work through a couple scenarios. In the first scenario you work for a SAAS (Software as a Service) provider and a customer is calling in because their service is impaired.

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SaaS Engineering Customer Service Contact Center 68

Omnicus

AUGUST 22, 2018

Here’s why your omni-efforts are failing your business. Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP Consulting showed that a measly 7% of retailers offer a comprehensive customer experience.

Consulting 56

Consulting Consulting Surveys Sales 56

Voiance

AUGUST 22, 2018

In a contact center environment, Average Handle Time (AHT) is king. Centers operate on tight margins, necessitating that every call be handled efficiently to keep the queue clear. Today, one in five US residents speaks a language other than English at home. And about half that population lack the English proficiency to conduct business with your agents without the aid of an interpreter.

Average Handle Time 57

Average Handle Time Contact Center Best practices 57

Omnicus

AUGUST 22, 2018

Here’s why your omni-efforts are failing your business. Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP Consulting showed that a measly 7% of retailers offer a comprehensive customer experience.

Consulting 56

Consulting Consulting Surveys Sales 56

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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

Surveys

CSM Magazine

AUGUST 22, 2018

We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers. Why is it that we seem to think that empathy plays no role in Business? I think that is so very wrong. Business is all about the buying and selling of goods and services.

Customer Experience 61

Customer Experience Personalization Customer Service 61

Tethr

AUGUST 22, 2018

A good compliance program is an indication of a good culture. In the financial industry , it is critical for businesses to demonstrate a good culture of compliance to maintain their reputation and gain the trust of clients, investors and regulators. Compliance failures can, and often times do, lead to colossal consequences. From time to time, we hear about institutions that had to pay tens, if not hundreds, of millions of dollars in fines , executives who had to resign their jobs, and worst of a

Education 54

Education Technology Management 54

Mindtouch

AUGUST 22, 2018

As soon as a customer submits a support ticket, the clock is ticking. Support agents know that they need to close the case, and they need to do it fast. Motivating agents to better know the playbook and make improvements to response time is one thing. But how do you go from baby-step improvements to a great leap forward in customer experience? Major Improvements Require Systemic Analysis.

Surveys 54

Surveys Feedback Self service Customer Support 54

Global Response

AUGUST 22, 2018

The third tip in our Best Practices series this week, Structuring a Successful Contact Center Quarterly Business Review (QBR), is: Examine performance with core KPIs, supporting metrics and observations. Tip 3 follows. Yesterday’s blog more. The post 5 Tips for Structuring a Successful Contact Center QBR. 3: Examine Performance appeared first on Global Response.

Contact Center 48

Contact Center Best practices Metrics Accountability 48

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

Interactions

AUGUST 22, 2018

AUGUST 22, 2018 Over the past few months, virtual assistants. Read more » The post A Guide to Virtual Assistants for Brand Managers appeared first on Interactions Resource Center.

Management 48

Management 48

Omnicus

AUGUST 22, 2018

Here’s why your omni-efforts are failing your business.

Customer Experience 74

Customer Experience 74

Playvox

AUGUST 22, 2018

Call center agents play a pivotal role in a customer’s overall experience of a business or organization. When a consumer makes a phone call, they expect to receive the highest standard of service. This is easier said than done, though. Call center agents may lack the necessary training, knowhow, or technical abilities to actually resolve the customer’s problems exactly as they would like.

Call Center 40

Call Center Customer Experience 40

Provide Support

AUGUST 22, 2018

Have you ever thought about why you are losing customers? Perhaps you are giving them a reason to leave? A study from NewVoiceMedia found that: 67% of customers left a company due to poor service. 10% have switched more than 5 times in the past year. $430 is the average loss per customer. On the whole, all those service failures cost to businesses in the United States $75 billion per year.

Customer Service 40

Customer Service 40

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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.

Self service

Help Scout

AUGUST 22, 2018

Can you remember your toughest customer? Chances are, the experience involved some sweat, maybe some tears, and a few extra cups of coffee. When you’re dealing with people, there’s no rulebook. A rational approach doesn’t necessarily evoke a rational response. Learning to tease out the nuances of interactions with difficult customers and untangle the right solution takes time, thoughtfulness and skill.

Construction 40

Construction Engineering Feedback Personalization 40

bold360 Blog

AUGUST 22, 2018

Can a bot really be a psychopath? The folks at MIT think so. Well sort of. MIT researchers recently conducted a study using AI to create a digital psychopath named Norman (loving the Alfred Hitchcock reference). But this wasn’t just a study to see if we can create monsters with technology – it was really designed to educate us as we enter the age of AI.

Chatbots 40

Chatbots Engineering Education Technology 40

iQor

AUGUST 22, 2018

Analytics 72

Analytics 72

Brad Cleveland Blog

AUGUST 22, 2018

From the video series "Thrive in the New Era in Customer Relationships"

Benchmark 26

Benchmark Contact Center Call Center Customer Service 26

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

NICE inContact

AUGUST 22, 2018

We heard your feedback that you want more visibility into what happens to your Product Enhancement Requests. Ideas are coming to the NICE inContact Customer Community. Gone will be the days of submitting a Product Enhancement Request to your technical representative and wondering what is going on with it. With Ideas you’ll be able to submit your own request where it will be shared with other customers to vote and comment, search and weigh in on other customers’ submissions, and view

Feedback 9

Feedback Contact Center Customer Experience Management 9

Brad Cleveland Blog

AUGUST 22, 2018

Benchmark 20

Benchmark Contact Center Call Center Customer Service 20

AskNicely

AUGUST 22, 2018

How many customer loyalty programs do you belong to? I’m not even sure I know. That’s not good news for those brands I’m signed up with, is it? They say the average person participates in 6.4 customer loyalty programs and yet is only active in 3.9. While loyalty programs promise to gain customer engagement with your brand as well as retention, and word-of-mouth, the sad truth is 53% of loyalty users admit to having quit at least one loyalty program in the last year.

Feedback 60

Feedback Surveys Personalization Customer Care 60

Brad Cleveland Blog

AUGUST 22, 2018

Benchmark 20

Benchmark Contact Center Call Center Customer Service 20

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

CX Journey

AUGUST 22, 2018

Image courtesy of Adam Toporek How do you deliver a Hero-Class® experience for your customers? It's a great question, and, fortunately, I know someone who can answer it for us. Adam Toporek , who I'm proud to not only refer to as a customer service expert but also as a friend, took some time out of his busy schedule to answer some questions for me. I'll get to the interview in a moment; let me set this up first.

Customer emotions 27

Customer emotions Customer Experience Contact Center Customer Service 27

ClientSuccess

AUGUST 22, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

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Best practices SaaS Engineering Metrics 41