Eptica

DECEMBER 4, 2019

Date: Wednesday, December 4, 2019 Author: Steve Nattress Why brand reputation starts with effective listening. Published on: December 04, 2019. Author: Steve Nattress Thanks to the internet, consumers are now living in a world of almost infinite choice. While this is overwhelmingly a positive situation, it does mean that they are bombarded by hundreds of messages from brands on a daily basis through a widening range of digital channels.

Surveys 65

Surveys Best practices Self service Feedback 65

A Better Answer

DECEMBER 4, 2019

How you deal with customers can make or break your business. Good customer service is a skill every employee who interacts with your clients must develop.

Customer Service 54

Customer Service 54

Contact Center Pipeline

DECEMBER 4, 2019

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No matter how far along customers may be in their agent engagement journey, they all inquire if automation will have a negative […].

Coaching 147

Coaching Customer Experience Contact Center Call Center 147

Fonolo

DECEMBER 4, 2019

Good customer service can be hard to find. Conversely, bad customer service is easy to spot and, when especially ugly, it can go viral. With social media becoming a worldwide connector and a general display of the way modern generations communicate, the performance of customer service agents is increasingly hitting the internet as a result. Whether it was good, bad, or ugly, 2019 was a heck of a year on social channels.

Customer Service 84

Customer Service Banking Call Center Management 84

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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

DECEMBER 4, 2019

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.

Customer Service 293

Customer Service 293

ijgolding

DECEMBER 4, 2019

Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation.

Quality management 92

Quality management Construction Customer emotions Coaching 92

Customer Service Life

DECEMBER 4, 2019

Image by Pexels from Pixabay. Lately I’ve been working to be consistent on a couple writing initiatives that are helping me be more engaged in both life and work. Gratitude Journal. After reading this post titled, Great Remote Employees Do These 5 Things by Erica Marois , I decided to start a daily gratitude journal, listing a few things I’m grateful for both in the morning and the evening.

Customer Service 78

Customer Service Contact Center 78

Serenova

DECEMBER 4, 2019

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and improving the service agents deliver. Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Noble Systems

DECEMBER 4, 2019

Customers tell companies all the time what they think about their products and services. In fact, they are often more than eager to offer their opinions and advice on how the companies they choose to do business with can serve them better. Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys and social media.

Feedback 80

Feedback Gamification Analytics Customer centricity 80

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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

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into my brain. I was so excited about it, I immediately spilled notes onto a fresh page to (attempt) to contain my excitement. So, what’s the trend that has me (and soon, you) hyped?

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

Russel Lolacher

DECEMBER 4, 2019

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, Airline impacts and new opportunities. This is the Customer Experience Storytime tale of…. Have Wine, Might Travel.

Airlines 72

Airlines Transportation Morale Customer Experience 72

InGenius

DECEMBER 4, 2019

In the modern digital age, customers now have more options than ever before to communicate with a business. Unlike 10 years ago, the development of non-voice channels such as email, live chat, chatbots, SMS and social media, has changed the way contact centers operate. Many customers now prefer to communicate with a company using these methods - but what does that mean for the future of voice?

Contact Center 62

Contact Center Chatbots Technology Marketing 62

Interactions

DECEMBER 4, 2019

Building and deploying innovative technology is time-consuming and stressful, especially when your customer experience could be at risk. There are often variables that are out of your control, making the process daunting and scary. One of those variables is the investment, otherwise known as the price you pay for the system and its use. . Types of Pricing Models.

Average Handle Time 62

Average Handle Time Interactive Voice Response Technology Customer Care 62

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

NICE inContact

DECEMBER 4, 2019

E-commerce printing company Digital Room had been using different vendors for voice, email and chat. From downtime to sub-optimal scheduling to the lack of a unified picture of performance, the fragmented system presented a growing array of issues that eventually caused the company to re-think its options.

Contact Center 62

Contact Center Best practices Call Center 62

bold360 Blog

DECEMBER 4, 2019

?. Subscribe via iTunes , Spotify and more. It’s that time of year. Not for holiday decorations and good cheer — although that’s allowed, too — but I’m talking about getting ready for 2020. By checking your AI for biases. We think we’re getting better insights out of AI, but in reality biases are lurking behind the scenes. I got to talk with Vasco Pedro , CEO and Co-Founder at Unbabel , about what organizations can do to recognize biases in AI.

Benchmark 85

Benchmark Feedback Customer Service Technology 85

CustomerSuccessBox

DECEMBER 4, 2019

Remember the last time you said these words – “Oh I don’t know about this, let me GOOGLE it.” Despite the fact that all you are doing is a web search on the internet, and that there are a multitude of search engine competitors like Bing, Yahoo, etc. prevalent, the fact that Google has become synonymous with finding things on the internet speaks volumes about how much this product has stuck with the masses (Although “I’ll BING that!

SaaS 59

SaaS Consulting Consulting Engineering 59

Education Services Group

DECEMBER 4, 2019

One of the biggest business lessons of the last decade has been that keeping your current customers is just as important as acquiring new customers. In the age of SaaS, this is an indisputable fact. But there’s more to the success of your business than just retaining customers. You also have to think long-term, ensuring the success of those customers so they’ll stick around for the next subscription cycle and the one after that.

SaaS 59

SaaS Benchmark Customer retention Sales 59

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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

Noble Systems

DECEMBER 4, 2019

Customers tell companies all the time what they think about their products and services. In fact, they are often more than eager to offer their opinions and advice on how the companies they choose to do business with can serve them better. Many customers are even happy to provide information about what the competition is doing via phone calls into the contact center, emails, chats, surveys, and social media.

Feedback 52

Feedback Gamification Analytics Customer centricity 52

kommunicate

DECEMBER 4, 2019

What do you think of improving the CX rate with a human touch? It is about offering or assigning an agent for each customer, who can easily interpret the requirements or queries with minimal customer efforts and at the same time agents can provide personalized experience while offering solutions or its alternatives. AI i.e., Artificial [.]. The post How To Skyrocket CX Rate With Human Touch?

Customer effort 52

Customer effort Personalization Customer Experience 52

ChaseData

DECEMBER 4, 2019

For many parts of the world, November and December mean that winter is on the horizon. For those same regions, winter weather can mean anything from cold, biting wind and rain to mountains of snow. If your contact center is like most businesses, you wonder and worry about what this approaching inclement weather might bring in terms of employee absences.

Contact Center 52

Contact Center Call Center 52

Ansafone

DECEMBER 4, 2019

Ansafone Dedicated Agents Help with Medical Appointment Scheduling & More The post Medical Group appeared first on Ansafone Contact Centers.

Contact Center 48

Contact Center 48

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

bold360 Blog

DECEMBER 4, 2019

December is official upon us, and as I write this from our Boston, Massachusetts office it certainly feels like the first month of winter. But cold temperatures and a sleety, snowy mixture that fell outside this week aren’t the only telltale signs that it is the final month of the year. We’re reminded that another trademark December event is here from the emails in our inbox claiming “the best deals on gifts” to the lights strung on homes that glow at night.

Customer Experience 40

Customer Experience B2C B2B Employee engagement 40

Ansafone

DECEMBER 4, 2019

Ansafone Helps Financial Services Company Realize 10% Annual Savings The post Financial Services appeared first on Ansafone Contact Centers.

Contact Center 48

Contact Center 48

Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better … Continue reading → The post Quality and First-Contact Resolution: From the Agent’s Perspective appeared first on Brad Cleveland.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Monet Software

DECEMBER 4, 2019

Contact center shrinkage can be like a kid running a lemonade stand. Imagine you buy the lemonade packet and figure out how many cups you can sell at what price. Then someone dumps half the pitcher on the ground. It’s hard to serve the same number of customers or make the same money with less lemonade. This is how contact center professionals often feel about shrinkage—it saps resources and steals directly from the bottom line.

Schedule adherence 15

Schedule adherence Management Contact Center Call Center 15

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

Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better quality minimizes repeat calls and rework, and customers double-checking because they lack confidence.

Customer Service 26

Customer Service Quality management Contact Center Call Center 26

Avoxi

DECEMBER 4, 2019

If you're in the middle of searching for your next business phone number provider, you may have come across United World Telecom. If you're looking for a review and top alternatives to United World Telecom, you've come to the right place. At AVOXI, we strive to help other make informed decision when choosing their phone… The post United World Telecom Review and Pricing appeared first on AVOXI.

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Brad Cleveland Blog

DECEMBER 4, 2019

Quality and first contact resolution are essential aspects of effective service. Handling contacts with quality is at the heart of a customer service agent’s role in the organization. First contact resolution is an outcome of quality, really an extension. Better quality minimizes repeat calls and rework, and customers double-checking because they lack confidence.

Customer Service 20

Customer Service Quality management Contact Center Call Center 20