Tue.Oct 16, 2018

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You Can’t Afford NOT to Pursue Knowledge Management

Contact Center Pipeline

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First-Contact Resolution (FCR) rate, and with it, the customer experience Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization Contact center leadership understands the […].

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Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. So, how can you ensure that customers who call your company are given the help that they need and that they exit the call feeling positive about the interaction and the company?

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What is call back software?

VHT

Call back software was invented in the 1990s to “hold callers’ place in line,” giving them the choice of either being called back as soon as a customer service agent is free or scheduling the return call at whatever time is most convenient for the caller. The benefits of callback are that it eliminates the frustration customers develop while waiting on hold and gives them control of the path their customer journey will take.

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Amazing Business Radio: Keith Alper

ShepHyken

From Like to Love. Inspiring emotional commitment from employees and customers. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Top Takeaways: Keith says that employees have five basic needs.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why is my smart device making me feel dumb? The challenges of onboarding IoT devices

TechSee

James wants to water his lawn. He picks up the hose, turns on the water, and a few minutes later…the job is done. Then James installed a smart sprinkler system. Before his lawn can be watered, James needs to make sure his WiFi is enabled, his device is configured to his municipality’s water use guidelines, the programming is set properly to water Monday, Wednesday and Friday from May through September, and the device is connected correctly to other information systems like The Weather Channel so

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How is Customer Experience defined?

Customer Guru

Customer Experience is the only true differentiator for brands today. It is a very broad term encompassing various factors. While we believe that no one definition can do justice to this term, we’ve put together a list of definitions of CEx by experts. “ Customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products. ” ~ Gartner, World’s leading information technology resea

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What the Gig Economy Really Is

Aspect

The term “Gig Economy” is used to describe many changing attitudes, standards and preferences in the way people work. Forbes definition of the Gig Economy, as it relates to attitudes about work, is the “Increased tendency for businesses to hire independent contractors and short-term workers, and the increased availability of workers for these short-term arrangements”.

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Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Salesforce’s customer relationship management (CRM) tool helps businesses support their customers in a powerful and efficient way by allowing them to combine big data with sophisticated customization. Yet, a tool is only as powerful as the hand that wields it, so it’s important to be cognizant of possible pitfalls that may occur when using a CRM system.

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What’s New with Workforce Management?

DMG Consulting

What’s New with Workforce Management? 2018 is the most exciting year in decades for the WFM market, with developments in innovation, interest and investment. Vendors are delivering innovation in the form of better user interfaces (UIs) that offer a much-improved experience without sacrificing function. These interfaces are delivering enhanced tools that engage agents and give them the autonomy to become active participants in managing their own work-life balance.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Top 10 Topics at Opentalk18 for Amazing Customer Experiences

Talkdesk

As customer decisions hinge less on price and more on their service and experience, it’s important for companies to differentiate themselves through superior customer service. According to The 4 Phases to Achieving Customer Delight , joint research project between HP and ICMI, more than 70% of organizations believe they have to work harder to provide a good customer experience and need to be more consistent in these efforts.

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Discover how Globe Telecom has built an extraordinary culture of Service Excellence

Up Your Service

Discover how Globe Telecom has built an extraordinary culture of Service Excellence on a brilliant platform of Vision, Mission, Purpose, Values, and “The Circle of Happiness”. What Globe has done here is unique, building a culture as a challenger brand in the telco industry and overtaking the dominant player in the country. They’ve done this with technology, products, pricing, distribution, but the real engine behind this success story is an incredibly powerful, well-supported, continuously impr

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5 ways of delivering CX reporting best practice

Eptica

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Published on: October 16, 2018. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

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Air Conditioned Service

Chip Bell

The air conditioning system broke in the little country church we attend when we have a getaway weekend to our North Georgia river house. It was a hotter than normal day, even for the normally cool mountain area. So, the church ceiling fans were turned on! It was an improvement, but clearly not the same. It reminded me of customer service…but, then most things do!!

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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What additional information can we use to determine customer satisfaction?

DMG Consulting

Question: Our customer satisfaction survey response rates are declining. What additional information can we use to determine customer satisfaction? Answer: Contact centers have a wealth of data that provides insight into customer satisfaction and can be used to augment enterprise feedback management (EFM)/surveying results. Here are some suggestions: Speech/text analytics – use contact center analytics technology to fill survey gaps.

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How Fake Competitor Reviews Ding Auto Sales

CallSource Insights

About Our Guest Author: Jonas Sickler is an expert in crisis communications and online reputation management. His advice has been featured in over 60 publications, including Forbes, Washington Post, CNBC, The Street, U.S. News, and Business News Daily. Follow along on Twitter. The internet has become the primary touchpoint for most car buyers, so online reviews have a massive impact on purchasing behavior.

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3 Questions That Get to the Heart of Employee Engagement

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Nicky placed the couple's drink order in front of them. He was tending bar in a hotel where most of his guests are travelers, so he asked the classic icebreaker question: "What brings you into town?

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Stratifyd Secures $25 Million Series B Funding to Accelerate Growth

Stratifyd

Oct. 16, 2018, CHARLOTTE, N.C. - Stratifyd, an end-to-end customer analytics platform powered by AI, announced today that it has closed a $25 million Series B investment. The round was led by Georgian Partners, with participation from previous investors. Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionab

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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It is time to update your “skills” with document capture

Nuance

Over the past twenty plus year, many organizations have deployed some form of electronic content management system (ECM), including Microsoft SharePoint, IBM FileNet and many others. In the last ten or so years, file-sync and share platforms, hosted in the cloud, have taken hold as mainstream, easy to deploy file storage and sharing solutions. Certain […] The post It is time to update your “skills” with document capture appeared first on What’s next.

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How to Create Brand Evangelists and Reap the Rewards

Fonolo

Most marketing decisions today are driven by data. With CRMs, social analytics, Google analytics and e-commerce platforms readily available to most companies, marketing teams are able to pore over and analyze enormous amount of statistics, numbers, charts and trends. From product development to launch strategies and content planning, data is often behind many key decisions being made by company leaders.

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Find and Eliminate Dirty Data That’s Lurking in Your Salesforce CRM System

GetFeedback

Learn how to find and eliminate dirty data in your Salesforce CRM system to optimize your CRM system and make smart, strategic business decisions.

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Episode 023 – The Difference Between Customer Success and Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes… I am going to be delivering a webinar later this week for a partner and our initial conversations were around moving from Customer Success to Customer experience. It seems that Customer Success has a wide range of definitions, as does Customer Experience. So I thought it was important to differentiate the two and show you how they can work in tandem.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Barriers to Innovation in DevOps, Part 2: Outsourcing Models

Cyara

Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Something we've seen among many Cyara customers, and more broadly, is the constant pressure to innovate. Technological innovation continues, but that doesn't mean organizations are equipped to handle it. In fact, quite a lot needs to change before they can truly innovate at the speed of technological advancement.

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Does Your Sales Coaching Strategy Need a Reality Check?

Integrity Solutions

To develop your sales coaching strategy, you first need to understand where your organization’s level of coaching is right now. Figuring out your sales coaching strategy has become a hot topic in business today, and for good reason. Many organizations now recognize that coaching is critical for building skills and capacity. In fact, it’s often cited as one of the top levers for improving performance and driving growth, and it’s an important tool for developing excellence with sales teams.

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6 Ways to Improve Customer Service

AnomalySquared

It pays to have excellent customer service. Literally. Keeping your customers satisfied, happy, and loyal is 6 to 7 times cheaper than trying to gain new ones. Additionally, companies that offer superior customer service have an opportunity to make even more than those that don't. About 70% of customers say that they would be willing to pay as much as 5-25% more for a product or service if it guarantees that they will have access to the best possible customer service.

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Why travel & hospitality brands should sweat the small stuff when it comes to data

TELUS International

Discover how small data can offer invaluable insight into consumers' travel and hospitality needs.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Why We’ve Chosen a Language-Agnostic AI Approach

DigitalGenius Blog

Language. It’s the common parlance among a community through which to communicate meaning. We take it for granted that our family, friends and colleagues will understand us when we communicate. Should we expect the same from machines?

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Improving Customer Service In Assisted Living, Homecare, Healthcare, And Pharmacy

Micah Solomon

Photo by rawpixel on Unsplash [Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Certainly, opportunities come up in nearly every industry for customer service employees to make a difference for someone who is having a bad day.

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Sears Declares Bankruptcy. What's Next for Retailers?

Branch Mesenger

Before there was Amazon, there was Sears. A retail titan in every sense. At one point in the middle of last century, Sears accounted for one of every $100 American consumers spent. The Sears origin story was that of the American dream, and the realization that goods could be bought, sold, and traded in an emerging marketplace. Founder, Richard Warren Sears, began the business by selling pocket watches.

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