360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

Multichannel 69

Multichannel Journey mapping Banking B2B 69

ShepHyken

AUGUST 13, 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. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? by Steve Bernstein.

Customer Service 180

Customer Service B2C B2B Customer retention 180

Steve DiGioia

AUGUST 13, 2018

you gotta be kidding with all these rules. This original article was written by Steve DiGioia. You took out a big loan to open your business; maybe even got a second mortgage on your home. Then, product and supplies were ordered on credit cards. You even convinced your spouse and kids to work there because there’s no money left for payroll. But you opened a “business of no”.

Customer Service 189

Customer Service 189

OctopusTech

AUGUST 13, 2018

Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be. And by flexibility, I not only mean customers can return the product with ease if they are not satisfied with but can even do so when the product is opened and consumed. But doesn’t this type of policy cost more?

Surveys 74

Surveys Construction Feedback Metrics 74

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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.

Cisco - Contact Center

AUGUST 13, 2018

Retailers have reaped the benefits of analyzing structured data for years. But they’re only now starting to tap into the power of unstructured data, like consumer behavior.

Technology 67

Technology Analytics Sales Contact Center 67

Etech GS

AUGUST 13, 2018

Your personal health insurance information, including your Social Security number , address, and email address, is valuable and vulnerable. When it gets into the wrong hands it can be used to steal expensive medical services—even surgeries—and prescription drugs or to procure medical devices or equipment such as wheelchairs. Your medical identity is a commodity that can be hijacked and used to falsify insurance claims or to fraudulently acquire government benefits such as Medicare or Medica

Healthcare 61

Healthcare Banking Government Personalization 61

Integrity Solutions

AUGUST 13, 2018

Few activities are considered as important as sales coaching. So why do so many companies still struggle to make coaching pay off? Originally published on The Sales Management Association. By Mike Esterday. Coaching is pivotal to maximizing sales potential. This is not a radical statement. If you’ve been in a sales management position for any length of time, it’s not even news.

Coaching 55

Coaching Sales Management Surveys 55

Monet Software

AUGUST 13, 2018

We won’t bury the lead this time. The one-word key to help desk efficiency is: Consistency. Think of it – what are some of the biggest challenges faced by help desks? Frustrating caller wait times Help desk staff attrition and frequent turnover Insufficient documented procedures Just one of these can be a hazard – all of them result in a snowball effect that results in a poor level of service to the end user.

Wait times 48

Wait times Service level Management Customer Service 48

VocalCom

AUGUST 13, 2018

The rise of omnichannel practices has undoubtedly increased pressure on brands to capitalize on every sales opportunity. With customers reaching out on channels as diverse as social media, messaging, and phone, sales agents are challenged to turn both potential and current customers into loyal advocates without sounding too aggressive. However, in this era of conversational commerce, customers welcome the chance to engage in meaningful dialogue, as long as it leads them to the products and servi

Sales 48

Sales Contact center software Telecommunications Contact Center 48

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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

Monet Software

AUGUST 13, 2018

October, November and December will be here sooner than you think. For many people, that means festive holidays and cooler weather and the start of football season. But for healthcare contact centers, the last three months of the year can be summed up in two words: Open Enrollment. This is the time every year when thousands of people begin exploring their health insurance options.

Healthcare 48

Healthcare Contact Center Government Management 48

Topdown

AUGUST 13, 2018

Effective customer communication involves more than screaming messages at your audience.

Customer Experience 69

Customer Experience 69

Monet Software

AUGUST 13, 2018

Getting ready for Dreamforce? So are we! With more than 2,500 sessions, 350 companies in attendance, and events happening at all hours of the day and night, planning ahead is mandatory to maximize your time at one of the largest software conferences in the world. Here’s our to-do list – maybe it will help you prepare as well. 1. Dress for Everything Pack so you’ll be ready for warm days, cold nights, rain, wind and anything el se San Francisco may throw at you.

Contact Center 48

Contact Center Sales Management Customer Service 48

Ameyo

AUGUST 13, 2018

Technology has changed the way people book an appointment with doctors or order their food online, thanks to automation tools that Contact Centers are able to deliver what their customers demand. Millennial believe in finding solutions to their problems in a smart way and automation allows the space to get a grasp of these solutions.

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Contact Center Technology 49

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

Omnicus

AUGUST 13, 2018

Lessons Learned Through Laughter.

Customer Experience 86

Customer Experience 86

Integrity Solutions

AUGUST 13, 2018

Originally published on The Sales Management Association. By Mike Esterday. Coaching is pivotal to sales success. This is not a radical statement. If you’ve been in a sales management position for any length of time, it’s not even news. It’s now well-established that a strong coaching culture is something high-performing companies have in common. In study after study, coaching is shown to play a key role in driving sales performance and revenue achievement.

Coaching 43

Coaching Sales Management Surveys 43

ConvergeOne

AUGUST 13, 2018

Scheduling can be a complicated and daunting task, especially for companies that manage many employees. Between family, illness, and absenteeism, employees may choose to take time off work, leaving Contact Center managers scrambling to find coverage. Has this ever happened to you? How often? In all these cases, employees not only want to work and get paid, but they also want flexibility in their jobs.

Employee engagement 42

Employee engagement Contact Center Customer Experience Management 42

Helpware

AUGUST 13, 2018

The term “customer experience” is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning. When customer service experts, like a VP of Customer Success or VP of Customer Support, talk about “customer experience” they are not just referencing individual interactions a specific customer has had with a company or organization.

Customer Experience 40

Customer Experience Feedback Customer retention Finance 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

Quadient

AUGUST 13, 2018

It started out as a beautiful early September Sunday morning where I left home for a long bike ride, eager to check out the new expanded bike lane that had just been added north of our place. Halfway through the ride the weather quickly turned, and I went from riding in full sunshine to racing home through a torrential downpour.

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Horizon CX

AUGUST 13, 2018

My colleague and HorizonCX business partner Joe Camirand wrote a recent blog around The Power of a Smile. Consider this a companion blog that looks at the broader concept of being positive, to which a smile certainly belongs and serves as a great starter. In the world of customer experience, a smile can certainly be detected even when the customer isn’t present—especially over the phone—and lack thereof can lead to poor customer experiences that can often compound themselves and lose business i

Customer Experience 40

Customer Experience Surveys Management 40

CSM Magazine

AUGUST 13, 2018

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal, according to research by Forrester. Sending confused clients support emails, considering handwritten rather than typed messages, or thinking ahead so as to ease customers’ experience with your products and services can help, but all these efforts need to be backed by technology if you want to stay at the top of yo

Technology 40

Technology Customer Service Chatbots Sales 40

OctopusTech

AUGUST 13, 2018

[contact-form-7] The post test appeared first on Octopus Tech.

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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

C3Centricity

AUGUST 13, 2018

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” Watching and listening to them in order to fully understand their rational needs a

Advertising 48

Advertising Customer centricity Marketing Sales 48

Help Scout

AUGUST 13, 2018

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety. Your company is growing like wildfire, together with your support backlog.

Feedback 40

Feedback Engineering Construction Personalization 40

360Connext

AUGUST 13, 2018

Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey. It’s agnostic about your specific channel sins, and instead is forgiving and welcoming to all. It’s an inclusive way to invite more customers into your well-prepared and personalized customer experience.

Multichannel 56

Multichannel Journey mapping Banking B2B 56

Call Center Pros

AUGUST 13, 2018

We choose words every day. When speaking, writing, requesting and deciding. We use some words and not others. Everybody does it. Why? Because the words we choose, create meaning and mission in our lives and relationships. After all, providing great customer service means to know just what to say, when, and the best way to say it. But communication is hard and complicated.

Customer Service 40

Customer Service Personalization Customer Experience Education 40

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

Enghouse Interactive

AUGUST 13, 2018

Great customer experience is becoming the driving factor for many businesses with the call centre acting as the nucleus for many of the customer interactions. Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service.

Average Handle Time 40

Average Handle Time Scripts Quality management Coaching 40

Amity

AUGUST 13, 2018

Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention. To help you out, we made this quick cheat sheet that summarizes the key data points you should be watching out for.

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Metrics 77