Mon.Oct 22, 2018

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How to Say No to A Customer: Difficult but Indispensable

Call Center Pros

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task. Either because we do not provide exactly the service that the client needs, because we do not have the operational capacity at that moment or simply because it is not the type of client we would like to work with, it is essential to do it in the right way.

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Challenges of Unlocking Recording Data for Speech Analytics

OrecX

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value. Speech Analytics can help identify at-risk customers, provide sales and marketing teams with campaign/promotion feedback, and arm the legal department with a tool to help enforce regulatory and internal compliance.

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Is your Feedback System Convenient?

Customercount

Why We Shouldn’t Talk To Ourselves: Text Messaging is rising and rising and rising By Robert A. Kobek, RRP I read a press release the other day on LinkedIn and a national trade publication that claimed a resort company was … Continue reading → The post Is your Feedback System Convenient? appeared first on CustomerCount.

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Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

When it comes to measuring the probability for a customer to return to a brand and make new purchases, many businesses rely on the typical customer satisfaction (CSAT) survey question: “How satisfied were you with your experience today?”. While it may seem that this question will determine customer retention , research on customer feedback tells a different story.

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The 2023 Verint Experience Index: Retail

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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Danger Points in a Client Journey and How To Mitigate Them

Amity

The lull after a successful onboarding. Quite correctly, many companies place a lot of emphasis on performing a timely and smooth onboarding. Getting the client set up correctly and ready to use your platform as soon as possible and ensuring they see time-to-value quickly is hugely important. For some platforms, onboarding can be quite a technical affair taking months to complete.

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CustomerCount CEP Resort Trades Award

Customercount

Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry. Nominations for … Continue reading → The post CustomerCount CEP Resort Trades Award appeared first on CustomerCount.

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Stratifyd Among 50 Fastest-Growing Companies in Charlotte

Stratifyd

Estimated reading time: 2 minutes. Each year, the Charlotte Business Journal identifies the 50 fastest-growing private companies in the area based on the dollar and percentage growth in revenue throughout the last three years. This year, Stratifyd has a seat at the table – literally; there’s a dinner for the honorees. “It’s great for Charlotte and it’s great for Stratifyd,” Stratifyd CTO, Kevin O’Dell said.

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Choose Wisely – There are Pretenders Out There

Customercount

Choose Wisely – There are Pretenders Out There Robert A. Kobek, President www.customercount.com Ten, yes 10, years ago our company created a seismic shift in our business universe and made the conscious decision to enter into the world of online … Continue reading → The post Choose Wisely – There are Pretenders Out There appeared first on CustomerCount.

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Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE inContact

Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. TechStyle Fashion Group. “One of the reasons why we went to the cloud was to scale, not only to scale in size but also scale with regards to the cost,” said Aarde Cossoboom, from TechStyle Fashion Group.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors

Customercount

December 21, 2015 – CustomerCount? online enterprise customer feedback management system announces that its Executive VP Lisa Kobek has been named to the Board of Directors of The Children’s TherAplay Foundation, Inc. (TherAplay) effective 2016. Prior to joining CustomerCount, Lisa … Continue reading → The post CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors appeared first on CustomerCount.

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Alorica Expande su Presencia en México Ofrenciendo Más de 1,500 Empleos

Alorica

Los puestos están disponibles en los centros de llamadas en Guadalajara, Ciudad de México y Puebla, su nueva sucursal en el país. PUEBLA, México – (22 de oct. 2018) – Hoy, Alorica Inc., la plataforma global líder en atención al cliente, continúa su crecimiento en México y anuncia la apertura de su quinta sucursal ubicada en Puebla, y la creación de más de 1,500 puestos a través de sus centros de.

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The Customer Makes a Company

Customercount

The Customer Makes a Company By Shannon Rankin, CustomerCount? Intern With the landscape of customer engagement vastly changing by mobile devices, there are new challenges to face. People want information and they want it now. When people travel they want … Continue reading → The post The Customer Makes a Company appeared first on CustomerCount.

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Alorica Grows Its Presence in Mexico Adding More Than 1,500 Jobs

Alorica

Positions Available at Contact Centers in Guadalajara, Mexico City and its Newest Site in Puebla PUEBLA, Mexico – (Oct. 22, 2018) – Today, Alorica Inc., the world’s leading provider of customer interactions, announced its continued growth in Mexico, adding a fifth site in the country, located in Puebla, and the creation of more than 1,500 jobs across all contact centers in the region.

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The Open CCaaS Advantage Report

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.

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CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data

Customercount

CustomerCountSM Adds Text Analytics to More Fully Support Business Intelligence New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal … Continue reading → The post CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data appeared first on CustomerCount.

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How to Impress Your Customers with Proactive Service

VocalCom

Offering your customers quick and efficient service is likely to win their satisfaction. But what happens when your brand goes the extra mile, perhaps by answering a question before it is asked or making an unexpected gesture of gratitude? When your service turns proactive, satisfaction turns into awe. By showing customers that you appreciate their business and care about saving them trouble, you establish a human connection that wins their trust and loyalty.

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[Guest Report] What do enterprises need to know about remote agents?

Liveops

CCW Digital releases a special report about remote agents. There’s no denying it. Contact centers across the country are feeling the pressure to compete for talent. With undeniable evidence supporting the notion that traditional call centers are losing their luster as an attractive workplace option, brands stand to gain the most out of a new model: Remote agents.

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Workforce Optimization Newsletter – October 2018

Monet Software

Wrapping Up Dreamforce 2018. Commitment to Customer Experience Tops Priority List. We’re back from a very busy week in San Francisco, where once again Dreamforce put on a show that few will forget in the weeks and months to come. This was Monet Software’s second year of attendance, and this time around our booth was so crowded every day that we could not even attend many of the keynote speeches and other events taking place throughout the city!

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Teleopti Invited onto Cisco SolutionsPlus Program

teleopti

Cisco customers and partners now can access a best-of-breed cloud Workforce Management solution on the Cisco Systems global price list. Teleopti WFM Cloud being newly listed in the SolutionsPlus catalog streamlines the procurement of the cloud-based platform, with specialized SKUs and end-to-end support for Cisco sales and partners.

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Use These Survey Questions to Predict and Increase Customer Retention

GetFeedback

Use these two very effective (and often overlooked) survey methods to predict customer retention.

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Australian Banking and Financial Institutions Need a Seismic Shift in Culture

Noble Systems

In light of recent news from the royal commission exposing misconduct by Australian banking and financial institutions, businesses in the financial sector should consider taking a look at their internal sales practices and potentially recalibrating their corporate culture. Institutions that have drawn criticism from the royal commission for being motivated by greed must refocus their energy on treating customers fairly and balancing customer needs with those of the business.

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CustomerCountSM CEP PACE Member Award Nominations Open February 1, 2016

Customercount

To Nominate now [link] INDIANAPOLIS, IN January 20, 2016 – CustomerCount? has announced it will sponsor and present an award recognizing outstanding members of the customer engagement profession. This award recognizes an outstanding Customer Engagement Professional (CEP) and the Professional Association of … Continue reading → The post CustomerCountSM CEP PACE Member Award Nominations Open February 1, 2016 appeared first on CustomerCount.

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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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The Art of Troubleshooting for Customer Support Professionals

Help Scout

Special thanks to Matt Dale, whose SUPCONF NYC talk inspired this post, and who was extremely generous with his knowledge while we were putting this post together. He has truly perfected the art of troubleshooting, and we appreciate his insights! “Hmm, I haven’t seen this before. I wonder what’s going on?”. When a customer writes in to your support team reporting that something isn’t working right and you haven’t seen this situation before, it’s time to start troubleshooting.

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Why Social Media is Important to Engage Customers and Consumers

Customercount

Are you making the most of social media to engage and maintain your customers? Social media is now so ingrained in our marketing culture that a company’s success is dependent upon it. Engaging with the customer through ongoing interaction is … Continue reading → The post Why Social Media is Important to Engage Customers and Consumers appeared first on CustomerCount.

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Club Med’s Customer Survey Fail and How You Can Do Better

Genroe

Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy. On returning to Australia I received the now common customer feedback form. As we enjoyed […]. The post Club Med’s Customer Survey Fail and How You Can Do Better appeared first on Genroe.

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Driving them crazy: Americans’ top customer service complaints

Customercount

While scrolling through the plethora of yahoo articles that normally are a waste of time I came upon one that was extremely relevant today. We always hear how people experience horrible customer service for one reason or another. Turns out … Continue reading → The post Driving them crazy: Americans’ top customer service complaints appeared first on CustomerCount.

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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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Wrongheaded Customer Service Advice To Reject (And Better Advice To Embrace)

Micah Solomon

[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). On the subject of customer service, some of the received wisdom out there is flat-out wrong.

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CRM Integration Solution Improves Customer Engagement

Customercount

CustomerCountSM Adds Significant Feature to Online Enterprise Customer Feedback Management System CRM Integration Solution Improves Customer Engagement INDIANAPOLIS, IN (January 6, 2016) – CustomerCount, the online customer feedback management system has introduced a CRM Integration Solution designed to increase customer … Continue reading → The post CRM Integration Solution Improves Customer Engagement appeared first on CustomerCount.

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“Clear the road – Emergency vehicle approaching”

Nuance

In an emergency, every second counts when the rescue team is headed to their destination. Rightfully, police, firefighter or ambulance vehicles require special attention from drivers. Each of us can likely think of a time when we were driving along, perhaps distracted by a phone call or a song on the radio, and an emergency […] The post “Clear the road – Emergency vehicle approaching” appeared first on What’s next.

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