ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Advertising 202

Advertising Feedback Customer Experience Customer Service 202

Call Center Weekly

NOVEMBER 17, 2017

By Dea Harrington Intro Recently I read an article by Brad Cleveland that proposed ten things that senior leaders should know about contact center operations. His message was that a basic understanding of what centers do and how they work is an absolute necessity if senior management is going to effectively support and guide this increasingly complex business unit.

Call Center 136

Call Center Education Contact Center Consulting 136

Aspect

NOVEMBER 17, 2017

Thanks to workforce management software, it’s possible to have a truly effective contact center that balances the needs of the customer, the enterprise, and the agent. But making WFM as successful possible means staying on top of the latest technological advancements and industry best practices. Sounds difficult, doesn’t it? It’s actually easier than you think!

Best practices 91

Best practices Consulting Consulting Enterprise 91

Taylor Reach Group

NOVEMBER 17, 2017

Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. Recently I was asked to contribute to an expert round-up on the top customer support trends to look for in 2018.

Customer Support 63

Customer Support Self service Technical Support Chatbots 63

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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.

Amity

NOVEMBER 17, 2017

Here we are again, in the month of November. As in tradition, the month of November is a time to reflect on everything in our lives that we are thankful for, give gratitude where it’s due, and of course overindulge in all of the delicious foods that you only eat once a year. All of this reminiscing about the past year’s happenings had me thinking about what I am doing to make my customers thankful.

Customer Experience 57

Customer Experience 57

Aspect

NOVEMBER 17, 2017

In the healthcare industry, communicating effectively with patients, getting them to understand treatment details, maintaining follow-up schedules and remembering appointment times is challenging enough under normal circumstances. If those patients cannot afford internet service or cell phones, the care management becomes even more challenging. For some patients, regular monthly phone bill may equal the cost of what they have budgeted for two weeks of food so even if they know they have a health

Healthcare 51

Healthcare Management Wireless CRM 51

Mindtouch

NOVEMBER 17, 2017

Should you attend Dreamforce? This is not a light decision by any means (cost, time, ROI), but it does have additional benefits to tutorials for attendees and lead generation for sponsors (see video below for more detail). MindTouch customer Anthony Kennada, Chief Marketing Officer at Gainsight, knows the conference world intimately. He is responsible for creating and growing the largest Customer Success conference in the world, Pulse.

Education 48

Education Marketing 48

LiveChat

NOVEMBER 17, 2017

On November the 6th, Facebook announced the launch of beta tests of their new customer chat plugin. This plugin will allow customers to chat with businesses not only on Facebook pages but also on these businesses’ own websites. As you might imagine, these thrilling news shook the ecommerce industry. It wasn’t just a new big player joining live chat market; it was THE big player joining the market.

Advertising 54

Advertising Accountability Marketing Chatbots 54

COPC

NOVEMBER 17, 2017

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. In this edition of Ask the Experts, we chatted with Kathleen Jezierski, COPC Inc.’s chief operating officer and subject matter expert on vendor management, about pricing models for outsourced service providers (OSPs).

outsourcing 40

outsourcing Metrics Management Contact Center 40

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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

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