GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. While some churn is a normal part of any business, a high churn rate can cripple the growth of any organization. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention.

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Customer retention B2B Surveys B2C 156

TeamSupport

DECEMBER 21, 2018

The fundamental principles that define effective customer service apply across all industries and business types. But certain distinctive characteristics of the business-to-business (B2B) environment can have a huge influence on your approach to training customer service staff. Many B2B companies provide complex, high-value, and business-critical solutions where poor customer support can have significant performance implications for customers.

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B2B Customer Service B2C Customer Support 49

Monet Software

DECEMBER 21, 2018

Is Average Handle Time (AHT) still an important consideration at the contact center? We think so, but a recent survey by Call Centre Helper found that just 27% of industry professionals believe it’s a metric worth measuring. That’s down 6% over the previous year. Why the drop? The same survey reveals that AHT seems to be going up at more than one-third of businesses.

First call resolution 48

First call resolution Average Handle Time Surveys Contact Center 48

Beyond Philosophy

DECEMBER 21, 2018

There is a great deal of information in academia that can help your business, but how do you access it? How do you read it? How can you apply this to your customer experience? Colin will reveal how you can benchmark your performance against other companies to determine how you are doing in the new world of behavioral economics and customer experience.

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Benchmark Personalization Customer Experience 199

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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.

Ansafone

DECEMBER 21, 2018

Passion Drives Outcomes that Serve Clients, Help Customers, and Produce Excellence Quick question: what word resonates with you more, passionate or dispassionate? Even without knowing the context, you surely picked passionate. After all who wants dispassionate, which means aloof, detached, and cold? Passion fires our emotions, stirs our senses, and sparks our interest.

Contact Center 82

Contact Center Call Center Customer Service 82

Advantage Communications

DECEMBER 21, 2018

Whether you are the CEO of a large multinational business or the owner of a smaller startup , the chances are customer service is often a challenge for your business. If you focus too much on customer service you could become distracted from other aspects of your business, but focus too little and you will lose loyal customers and build a damaging reputation.

Contact Center 53

Contact Center outsourcing Customer Service 53

Monet Software

DECEMBER 21, 2018

It’s safe to say that 2018 was an eventful year at Monet Software. As we prepare for a new year (for which big plans are already underway), let’s look back at just some of the memorable happenings that have kept our teams busy and our customers happy over the previous 12 months. February. It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC.

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Schedule adherence contact center solutions Contact Center Best practices 48

Talkdesk

DECEMBER 21, 2018

At Talkdesk, we understand the importance of positive customer interactions. Talkdesk was founded on the premise of improving both the support agent and customer experience, and we’ve continued to strive for that. Our support team has an average CSAT rating of more than 99%, and we’re always working to exceed expectations. If you follow us on social media, you know that we’ve been sharing expert tips about how to become a better support professional.

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Customer Support Personalization Customer Experience Management 43

Creative Virtual

DECEMBER 21, 2018

As the end of 2018 and the start of a new year quickly approach, we want to take this opportunity to say a big thank you to all of our blog readers, customers and partners for being part of another exciting year! From launching a new website to being named one of Britain’s fastest-growing technology companies to running our fourth 10k in support of the RSPCA, this was certainly a year full of new accomplishments and recognitions for us as a company.

Technology 40

Technology 40

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

Up Your Service

DECEMBER 21, 2018

Please post your comments here. Flying is the business of freedom. I’m in Geneva today, speaking with 200+ global team members in the IATA Management Meeting. We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU! Let’s all play our part to shape the future of travel and of service.

Airlines 40

Airlines Government Management 40

LiveChat

DECEMBER 21, 2018

If you are on an e-commerce business, then the conversion is your ultimate goal. All your marketing initiatives are then centered on conversion rate optimization. Improving your conversion rate is very important because it tells how effective you are in transforming mere visitors of your e-commerce site into actual customers. If you have poor conversion rates, then you are losing a lot of potential customers.

Advertising 34

Advertising Marketing Feedback Best practices 34

iQor

DECEMBER 21, 2018

Reading Is (Always) In.

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ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. Customer satisfaction is at the core of your business health and growth. In this age of social media, unhappy customers can cause extensive damage to your brand. Happy and satisfied customers, on the other hand, enhance loyalty and revenue.

Best practices 235

Best practices CRM Customer Service Metrics 235

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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

Customer Experience Matters

DECEMBER 21, 2018

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #6: Compensation Drives Good CX Behaviors What’s Wrong: Many organizations try to drive behavior change by tying employees’ compensation to customer experience metrics.

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Metrics Customer Experience Employee engagement 86

NICE inContact

DECEMBER 21, 2018

Every contact center manager has heard it at one time or another: “We’re going to have to find a way to do more with less.” But for forward-thinking contact centers looking to modernize their operations and keep performance levels at their peak, it’s about doing better with less. There is a way to transform savings into speed, and satisfaction. What does that mean?

Cloud contact 48

Cloud contact Contact Center contact center solutions Self service 48

Monet Software

DECEMBER 21, 2018

Do a search online for 2019 contact center trends, and you’ll find a cornucopia of blogs and articles, each with its own list of fearless predictions for what next year will bring. You could slog through all of them, or you can just keep reading – we’ve reviewed these articles and selected the four trends mentioned most often, that seem likely to be a part of your 2019 business discussions.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48