Unymira

OCTOBER 2, 2019

Every contact center has three critical components vital to their success: people, technology and information.

Contact Center 40

Contact Center Technology Customer Service 40

LiveChat

OCTOBER 2, 2019

Customer Support 57

Customer Support Marketing 57

Ansafone

OCTOBER 2, 2019

Organizational Silos that Hurt Customer Experience With the very best of intentions, most organizations structure themselves into silos. This happens when companies segment people on the basis of skillset into different departments and roles. Although this focused framework can be healthy for a business, it can also lead to many problems. Simply consider the fact that “silo mentality” … How Customer Engagement Silos Are Holding You Back Read More » The post How Customer Engagement Silos Ar

Contact Center 54

Contact Center Customer Experience Customer Service 54

ChaseData

OCTOBER 2, 2019

Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs. You have to nurture the relationship you have with each of them the same way you would with your friends or relatives.

Call Center 40

Call Center Sales Accountability Personalization 40

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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

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.

Management 317

Management Customer Service Customer Care Customer Experience 317

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

REVE Chat Blog

OCTOBER 2, 2019

Customer engagement is a strategic objective that needs to align with your organizational vision. Having a strong focus on engaging with users and customers, by interacting with them consistently throughout their life cycle, should be one of the key focus for the teams and business metrics. . “ 63% of customers say that organizations should make getting to know them better a top priority” Customer experience is an important part that contributes to the success (or failure) of a busin

Chatbots 94

Chatbots Banking Feedback Customer centricity 94

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. . More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.

SaaS 88

SaaS Accountability Surveys Customer Experience 88

CrazyCall

OCTOBER 2, 2019

Why cure when you can prevent? You might have heard that question before. Perhaps it was one of those elderly-eternal-knowledge sentences that p**s you off but can’t be denied. Of course, your grandma was relating to diseases and the fact that it’s much better to eat healthily and not get sick than get sick and then cure the disease with drugs. Believe it or not, but the same rule applies to customer service.

Customer Service 79

Customer Service Surveys Best practices Feedback 79

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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

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.

Self service 76

Self service Best practices Analytics Surveys 76

Nicereply

OCTOBER 2, 2019

Embedding a learning culture helps you and your staff keep up with changing market trends, and keep your products and services relevant to the current market. As a business owner in the 21st century, you are fully aware that today’s trending innovations, and market ideas, is tomorrow’s “Has been.” Things are evolving faster than it takes individuals to wrap their head around it, and the only way to keep up is by ensuring learning continues for you as a business owner, and

Marketing 71

Marketing Personalization Feedback 71

inSided

OCTOBER 2, 2019

Did you know that a whopping 73% of people feel that valuing their time is the most important thing companies can do to provide them with good service? If that doesn't make you realise you need to up the ante when it comes to your self-service offering I don't know what will! So we're clear: The need to facilitate effective customer self-service, in B2C and B2B organisations, is a non-negotiable.

Self service 67

Self service B2B SaaS Gamification 67

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Benchmark 60

Benchmark Interactive Voice Response Chatbots Self service 60

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

OCTOBER 2, 2019

Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the second episode here. “Social robots—it’s something people have dreamed of for a very long time. But it’s only recently been possible to build something that’s actually useful, of course much thanks to advancements in speech recognition and computer vision.”.

Technology 54

Technology 54

Concentrix

OCTOBER 2, 2019

Discover how your speech analytics platform can provide richer frontline insights. The post Generating AI-Powered CX Insights for the Frontline appeared first on Concentrix.

Analytics 54

Analytics 54

Revation Systems

OCTOBER 2, 2019

Technology is changing many facets of our daily lives. Even if we haven’t heard the buzzword “digital transformation” at some point over the last couple of years, we have certainly felt the impact those advancements in technology have had on how we communicate with others. From the ability to have video visits with a healthcare provider to treat common illnesses such as strep throat or the flu to using an app to order groceries for delivery to your doorstep, it is no secret just how much technol

Call center experience 48

Call center experience Call Center Chatbots Healthcare 48

Interactions

OCTOBER 2, 2019

Our new podcast, The ConversAItion , airs viewpoints on the impact of AI on business and society. We have recapped the key takeaways from the second episode here. “Social robots—it’s something people have dreamed of for a very long time. But it’s only recently been possible to build something that’s actually useful, of course much thanks to advancements in speech recognition and computer vision.”.

Technology 48

Technology 48

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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

Revation Systems

OCTOBER 2, 2019

Technology is changing many facets of our daily lives. Even if we haven’t heard the buzzword “digital transformation” at some point over the last couple of years, we have certainly felt the impact those advancements in technology have had on how we communicate with others. From the ability to have video visits with a healthcare provider to treat common illnesses such as strep throat or the flu to using an app to order groceries for delivery to your doorstep, it is no secret just how much technol

Call center experience 48

Call center experience Call Center Chatbots Healthcare 48

Global Response

OCTOBER 2, 2019

Global Response makes magic every day by providing exceptional customer experiences. During Customer Service Week, Oct. 7-11, the Margate contact center will celebrate its Brand Specialists and all those whose work with more. The post Customer Service Week 2019: Celebrating the magic of service! appeared first on Global Response.

Customer Service 48

Customer Service Contact Center Customer Experience 48

Avoxi

OCTOBER 2, 2019

If you're in the market for business phone numbers, SMS service, or virtual phone systems, there is a good chance you've come across eVoice. At AVOXI, we know that no business phone service is perfect for every company. And while we are sure that eVoice is just as confident in their offering as we are… The post Best eVoice Alternatives [2019 Review] appeared first on AVOXI.

Marketing 48

Marketing 48

Education Services Group

OCTOBER 2, 2019

For four years, the CS100 Summit has brought together the best and brightest minds in Customer Success to hold court on the state of the industry, the future of Customer Success, and the trends we’ve noticed across industries. This year, for the first time, ESG was proud to not just attend the event, but join it as a sponsor. Our very own Sheik Ayube, Director of Business Development, was on the scene to find out what’s new — and what’s next — in Customer Success.

Finance 49

Finance Management Education Customer retention 49

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

ClientSuccess

OCTOBER 2, 2019

We often hear the roles of Customer Success Manager (CSM) and Account Manager (AM) used interchangeably. But is there actually a difference between the roles? Are their objectives and processes the same? While yes, at the end of the day both roles work directly with customers to ensure success, the ways that they carry out the responsibility are notably very different.

Accountability 47

Accountability Management Upselling SaaS 47

Jon Arnold

OCTOBER 2, 2019

UCaaS continues to be a major trend in our space, but with low barriers to entry, it’s crowded. This makes it hard for buyers to make good choices, and just as hard for providers to really stand out. I’ve been doing some research recently - mostly on SMBs - focused on how cloud providers are going to market. There are many angles to consider, and I’ve put my thoughts together for my latest No Jitter post.

Marketing 45

Marketing 45

JivoChat

OCTOBER 2, 2019

The Process of Easy. Loyalty is earned, not a given. In the cutthroat machine of the contemporary world, products and services that deliver become the precedent. Writing is difficult, as a craft and as expression. Freelancing is harder. To avoid looking like a loon with a loose quill, we find comfort in those special tools that enable us to make this process seem smooth.

Consulting 40

Consulting Consulting Technology Accountability 40

A Better Answer

OCTOBER 2, 2019

The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services.

Call Center 40

Call Center outsourcing 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

LiveVox

OCTOBER 2, 2019

Ways to Know It’s Time to Update your Contact Center Platform ER doctors and paramedics keep in mind that they meet patients on one of the worst days of the person’s life. This isn’t always true for patients who contact their healthcare organization, but regardless of how serious their problem, they need a quick, efficient, The post Healthcare: 5 Ways to Know It’s Time to Update your Contact Center Platform appeared first on Livevox.

Healthcare 40

Healthcare Contact Center Self service 40

Calltools

OCTOBER 2, 2019

If your sales cadence doesn’t include short message service (SMS) capability, you are already running in the back of the pack. Your sales cadence needs to meet the needs of, and cater to the proclivities of today’s “thumb generation.” What Is A Sales Cadence? The phrase “Sales cadence” may sound complicated, but it isn’t.

Sales 40

Sales call center software Marketing Best practices 40

LiveVox

OCTOBER 2, 2019

Is your Contact Center Prepared for the Holiday Rush? When you think about the holidays your first thought probably includes lots of parties, brisker temperatures, and cherished time with friends and family. Customer service folks across any industry might think of long lines and wait times, less than cheerful customers, and feelings of frustration.

Contact Center 40

Contact Center Wait times Customer Service Self service 40