Callminer

FEBRUARY 21, 2017

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

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Big data Marketing Customer Experience 182

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries.

Customer advocacy 215

Customer advocacy Customer centricity Best practices Sales 215

Contact Center Pipeline

FEBRUARY 21, 2017

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with four locations in Canada, as well as centers in the United States, India and the Philippines. FrontLine Group is the Business […].

Customer Care 100

Customer Care 100

Omnicus

FEBRUARY 21, 2017

In this post, we will dive deeper into the realm of customer service and explore some specific skills. Our last post detailed how to talk to customers, and included points on attitude control and willingness to solve problems. Now, we will look at three vital “skills” that when coupled with the above, will ensure a fantastic customer experience, every time. 1 Learn to listen This may seem like an obvious point.

Customer Service 56

Customer Service Customer Experience 56

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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.

Robert Davis

FEBRUARY 21, 2017

By Lisa Pustelak , RCDA Senior Consultant. Have you observed first-hand how much coaching your team leaders are doing? Have you listened to your agents talk with your customers, and are they following the call flow with enthusiasm? What about training? Have you participated in new-hire or leadership training? Ask yourself, “When is the last time I sat in on a coaching session, listened to calls from several agents or sat in on a training session for my front line?

Contact Center 48

Contact Center Coaching Call flow Consulting 48

PanTerra

FEBRUARY 21, 2017

Recently, I was pleasantly reminded why I am happy for a softphone that could be used inside of a web browser. For those of you that are not familiar with the Cloud PBX space, I will go over the industry standard. In many cases, Cloud PBX or Hosted PBX solutions on the market offer a softphone for free. As you are walked through your on-boarding experience, you will come to a spot on their website and shown where you can download their softphone software.

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industry standards Marketing voip 51

ClientSuccess

FEBRUARY 21, 2017

Katie Rogers currently serves as the VP of Customer Success at SalesLoft , where she built the customer success department from the ground up. Salesloft is one of the fastest growing startup companies in SaaS today, due in no small part to Katie’s attention to detail and her wealth of knowledge in the customer success space. Katie brought this insight and knowledge to the CS100 stage , where she spoke to the engaged audience on starting and scaling an effective customer success team.

SaaS 40

SaaS Technical Support Sales Engineering 40

Provide Support

FEBRUARY 21, 2017

7 Tips for Getting More Chat Calls from Your Website Visitors. Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Whether you are selling software, clothes, gifts, machinery, parts, books or any other type of product, Live Chat is a must to ensure consistently great customer service and h

Customer Service 40

Customer Service Best practices 40

Clarabridge

FEBRUARY 21, 2017

It’s that time of year again! It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first.

Customer Experience 40

Customer Experience Airlines Customer centricity Best practices 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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Talkdesk

FEBRUARY 21, 2017

Independent business tool analyst GetApp just released their Call Center Leaders report for Q1 2017 and the results show Talkdesk rapidly climbing to the top of the industry. GetApp’s quarterly rankings list the top 25 solutions in the call center space, evaluating them on five categories (each out of a possible 20 points): reviews, integrations, mobile, media and security.

Call Center 40

Call Center call center software call center solutions Customer Experience 40

Verint

FEBRUARY 21, 2017

Milestones are important reminders. What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Perhaps more importantly, what should we as CX professionals consider about the brand? It’s no secret that the New Year is when most of us slow down for a moment to ponder life—what we’re doing right and where room for improvement lies.

Customer Experience 24

Customer Experience Feedback Customer Support Customer Service 24

CSR Inc.

FEBRUARY 21, 2017

Measuring customer satisfaction in the call center is part-art, part-science. But call center QA firms uniformly consider First Call Resolution (FCR) one of the key measures for achieving customer satisfaction in the call center. But FCR – as a measurement tool – is challenged by customers with increasingly complex inquiries for which an immediate answer isn’t always possible.

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First call resolution Call Center Interactive Voice Response Coaching 48

LiveChat

FEBRUARY 21, 2017

There’s more competition than ever online as you try to sell your goods. Customers are looking for more than just a utilitarian shopping site, they want an experience. How can you tempt them away from the big companies and over to you? Here’s ten ways to improve the online customer experience on your website. 1. Identify your own brand’s personality.

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Customer Experience Engineering Personalization Sales 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!

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