Bright Pattern

AUGUST 1, 2019

Today, we live in a world where customers have endless options and can easily leave a specific brand or product for another based on price, quality, or service. The customer is king and customer loyalty is becoming a thing of the past. As more options become available to consumers, some companies have begun to compete for their business by offering a customer experience far better than others in their industry.

Customer Experience 54

Customer Experience Call Center 54

Beyond Philosophy

AUGUST 1, 2019

When I created Beyond Philosophy, I chose the name for a reason. I believe it is crucial to do more than discuss your theories about Customer Experience strategy. Sure, you need to think about it, understand the philosophy behind it as well as the science, but after that, you should go beyond the philosophy and do something. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience.

Journey mapping 374

Journey mapping Customer emotions Scripts Consulting 374

Spearline

AUGUST 1, 2019

If you don't have a proactive approach to network monitoring, then there is a good chance you are using your customers like crash test dummies. A business that does this depends on the customer to give feedback to problems that may arise with the company, such as an unstable network connection or bad audio quality. But, sometimes the business may not always get the necessary feedback, with customers deciding to abandon them and go to another vendor directly instead.

Benchmark 60

Benchmark Feedback Contact Center Management 60

CX Global Media

AUGUST 1, 2019

I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. As Artificial Intelligence continues to pour its way into the contact center industry, I suspect there will be more opportunities for you to supercharge your KPIs.

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Contact Center Coaching Average Handle Time Metrics 229

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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.

Totango

AUGUST 1, 2019

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

Best practices 81

Best practices Education Personalization Accountability 81

SharpenCX

AUGUST 1, 2019

Company IT and operations leaders ranked digital transformation as the number one competitive risk in 2019. New startups and competitors born in the digital age come to market daily. And contact centers feel the mounting pressure of modernizing their customer. Read More. The post What You Miss Out on When You Stick to Generic Digital Transformation Best Practices: How to Ditch the Template Approach to Migration in Your Contact Center appeared first on Sharpen Contact Center Software.

Best practices 69

Best practices Contact Center Contact center software Marketing 69

CustomerSuccessBox

AUGUST 1, 2019

Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer t o inform you that they will not be renewing their contract. This news might come across to you as a shock, maybe because you were thinking that everything was going well. .

SaaS 74

SaaS B2B Accountability Metrics 74

Avoxi

AUGUST 1, 2019

Request Demo Talk to an Expert Contact Us Toll free numbers vs local numbers. We've noticed plenty of confusion about the differences between the to. We also see plenty of misinformation out there about when a business should use toll free vs local numbers. Today I hope we can do a better job explaining the… The post Toll Free vs Local Numbers appeared first on AVOXI.

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Toister Performance Solutions

AUGUST 1, 2019

Shaun Belding, author of The Journey to WOW. 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. "Our executives aren't committed." That's the biggest gripe I hear about customer experience, or CX.

Advertising 67

Advertising Feedback Customer Experience Customer Service 67

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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

CallSource Insights

AUGUST 1, 2019

What are tracking cookies, and how does cookieless tracking work? We will explore how to track with cookies and also how to track without cookies, and the solutions that use cookieless tracking for deeper marketing insights. Cookies are not altogether dead as many would have suggested back in 2014, yet, the need for online tracking without cookies continues to rise, especially with the need for accurate attribution.

Scripts 70

Scripts Analytics Advertising Marketing 70

SharpenCX

AUGUST 1, 2019

It’s estimated that the world’s customer contact centers field about 270 billion calls annually. And, it takes close to $600 billion each year to make that happen. Contact centers are dynamic, fast-paced departments with agents working tirelessly to please customers. Read More. The post Making it an Inside Job: Why your Agents Need to be Involved in your Contact Center Digital Transformation Strategy appeared first on Sharpen Contact Center Software.

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Contact Center Contact center software 59

NICE inContact

AUGUST 1, 2019

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Noble Systems

AUGUST 1, 2019

Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. This can lead to agent overload which can manifest itself in dissatisfaction, disengagement and poor performance.

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Agent burnout Contact Center Schedule adherence Gamification 62

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

NICE inContact

AUGUST 1, 2019

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software.

Contact center software 55

Contact center software Contact Center Enterprise Cloud contact 55

Totango

AUGUST 1, 2019

The customer-centered economy has made it easier for customers to switch to a competitor if one company is not fully satisfying them. This has raised customer expectations; now, companies need to provide personalized services to stand out. If you don’t meet these expectations, customers can easily go elsewhere. To thrive in this environment, you must engage customers proactively and regularly.

Best practices 49

Best practices Education Personalization Accountability 49

NICE inContact

AUGUST 1, 2019

The chatbot revolution is here, and having a bot that can talk to your customers online is key to your brand’s success and future growth. Chatbots scale quite easily and can handle hundreds of conversations at a time. This makes them the perfect candidates for tasks with a predictable and well-defined conversation flow. We’ve created a little cheat sheet with an essential checklist for you, so you don’t have to wonder where to start.

Chatbots 54

Chatbots Banking Personalization Best practices 54

Guru

AUGUST 1, 2019

For some reason, no note-taking methodology ever solves some of the biggest pain points: keeping them all in one place, making them easily searchable, and knowing whether they’re still even valid. You might think about note storage as personal knowledge management. Here at Guru, we love thinking about the best ways to get the knowledge we need when we need it, and while we usually talk about it in a collaborative work capacity, we love using the same principles for personal organization as well.

Personalization 48

Personalization Management 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

Monet Software

AUGUST 1, 2019

It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by cutting costs that don’t impact customer service. How? Here are a few tips: Ditch the Spreadsheets. When spreadsheets are replaced by a workforce management solution, a cost savings will immediately result from improved schedule adherence and optimization of daily agent rituals like breaks and lunches.

Call Center 48

Call Center Schedule adherence Analytics Sales 48

Alorica

AUGUST 1, 2019

Meet Andy and Joyce Lee, the heart and soul of Alorica! Starting as high school sweethearts, Andy and Joyce have come a long way since their senior prom. When they’re not enjoying Baskin Robbins ice cream cakes, listening to Duran Duran or watching their kids play sports, they’re busy making lives better as CEO and CCO of Alorica. Check out their video to learn more about them. ??????.

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Monet Software

AUGUST 1, 2019

Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has become more affordable and accessible to smaller/midsize businesses. Many of these call centers are now incorporating this practice into its quality monitoring strategy for improved customer experience and satisfaction.

Analytics 48

Analytics Customer Service Call Center Contact Center 48

NICE inContact

AUGUST 1, 2019

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

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

teleopti

AUGUST 1, 2019

This year’s annual customer event combines the Teleopti User Forum with Calabrio Customer Connect, which means the event is supercharged to deliver premium content at an unbelievable location. As Teleopti’s WFM evangelist, I love spending time with our customers and really helping them dig into their operations. It is without question my favorite week of the year.

Contact Center 48

Contact Center Best practices Consulting Consulting 48

Calabrio

AUGUST 1, 2019

This year’s annual customer event combines the Calabrio User Forum with Calabrio Customer Connect, which means the event is supercharged to deliver premium content at an unbelievable location. As Calabrio’s WFM evangelist, I love spending time with our customers and really helping them dig into their operations. It is without question my favorite week of the year.

Contact Center 40

Contact Center Best practices Consulting Consulting 40

ClientSuccess

AUGUST 1, 2019

Customer Success Webinar Series. Why Continuous Onboarding is Critical for Your Business. Donna Weber is the Customer Onboarding and Engagement Leader and President of Springboard Solutions Consulting , which specializes in customer onboarding, enablement and education programs for hi-tech companies. Date Held: Tuesday, July 30, 2019, 11:00 AM MDT. This webinar will teach you to: Know the difference between onboarding accounts versus users.

Education 40

Education Consulting Consulting Accountability 40

ChaseData

AUGUST 1, 2019

In an industry that increasingly focuses on speed and efficiency, customer service remains a struggle for many contact centers. Not only are consumers often left feeling ignored by call centers that focus too much on cranking out call volume over providing excellent service, but customer loyalty is often abandoned altogether. Customer loyalty is still one of the most important aspects of building a successful brand , regardless of industry.

Contact Center 40

Contact Center Customer retention Call Center Customer Service 40

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.

Contact Center

TELUS International

AUGUST 1, 2019

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Language I/O

AUGUST 1, 2019

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JustCall

AUGUST 1, 2019

Automation is ruling out almost every repetitive process and sales is no exception. Business has changed. And for growing the bottom line, sales team need to be armored with the best sales automation solutions. Auto Dialer and Predictive Dialer perfectly fill the gap created by the repetitive and monotonous work involved in the sales process. Closing the deal is not a one-step process and requires multiple follow-ups and mandatory yet repetitive tasks.

Outbound sales 56

Outbound sales CRM Scripts Sales 56