Ansafone

AUGUST 23, 2018

Call Center Outsourcing Best Practices When considering call center outsourcing, high-performing call centers understand that being innovative [crosslink] and employing industry best practices are the best ways to create efficient, productive, happy workplaces. BPO providers who aim to deliver value-added services and develop long-term partnerships must integrate these four call center best practices into their … Call Center Outsourcing Best Practices Read More ».

Best practices 72

Best practices outsourcing Call Center Contact Center 72

Contact Center Pipeline

AUGUST 23, 2018

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working […].

Customer Service 24

Customer Service Employee engagement Customer Support Contact Center 24

Callminer

AUGUST 23, 2018

No matter what industry you serve, chances are your customers have high expectations. As a contact center, it is your primary responsibility to understand and manage customer expectations. That includes determining if customers feel their needs are being met on every call. Collecting this valuable speech and text data or over all interaction data is just the first step in managing customer expectations though.

Metrics 205

Metrics Contact Center Analytics Marketing 205

Beyond Philosophy

AUGUST 23, 2018

Non-conscious influence has a significant effect on your customer’s behavior. Non-conscious influences are stimuli of which a customer is not aware. What’s more, these non-conscious influences exist in your Customer Experience even if you haven’t been deliberate about your design of them. In our latest podcast , we defined some terms that describe the information that influences behavior, including: Subliminal: Something you sense but that your conscious mind did not register, meaning it is pi

Advertising 206

Advertising Customer Experience Marketing Accountability 206

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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.

iCiDIGITAL

AUGUST 23, 2018

You may remember the BASF commercials back in the 80’s and 90’s that always included the tagline “ We don’t make the products you buy, we make the products you buy better. ” That line always stood out to me and I recently realized why. That line reiterates a core reason why companies partner with us and trust us to develop their customer experiences.

Analytics 136

Analytics Personalization Marketing Technology 136

GetFeedback

AUGUST 23, 2018

Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. The direction it takes all depends on how you handle the situation. We put together this quick list of best practices for responding to customer feedback, so you’re always prepared to make the most of it—whether it’s glowing, scatching, or just so-so. 1.

Feedback 68

Feedback Best practices Wait times Consulting 68

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Journey mapping 77

Journey mapping Customer emotions Customer centricity Contact Center 77

Jive

AUGUST 23, 2018

Armed with a Hosted VoIP phone system, your business can access over 80, state-of-the-art features. That’s an overwhelming number! How will you know which Hosted VoIP features to use? To start, there are two important call management features your small business should consider leveraging with a Hosted VoIP phone system: ring groups and call queues.

voip 74

voip Call flow Management Metrics 74

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience. This paper argued that newer methodologies such as gradient boosting, deep learning, and multi-arm bandits dramatically outperform regression, text analytics, A/B testing, and other methods commonly used today.

Customer Experience 60

Customer Experience Upselling Analytics Surveys 60

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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

GetFeedback

AUGUST 23, 2018

Read up on the best practices for responding to customer feedback, so you’re always prepared to act on input—good, bad, or somewhere in between.

Feedback 68

Feedback Best practices 68

SharpenCX

AUGUST 23, 2018

Agents need your help. They want to learn and be fantastic at their jobs. Who wouldn’t? Nobody likes to be the kid that has to sit out the entire soccer game or the one whose artwork isn’t held up for show in art class. The problem is, though, that there’s some mystique surrounding coaching. It’s [.]. Read More. The post 8 coaching mistakes that cost you agents: How many are you making?

Coaching 59

Coaching Contact center software Contact Center 59

360Connext

AUGUST 23, 2018

We toss the word empathy around these days, especially in customer experience circles. And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. The best customer-centric organizations leverage customer empathy to create a more positive journey for all customers.

Journey mapping 56

Journey mapping Customer emotions Customer centricity Contact Center 56

Aspect

AUGUST 23, 2018

3 Trucos fáciles de Don Quijote para enfrentarse al Servicio al Cliente. “En un lugar de mercado , de cuyo nombre no quiero acordarme, no hace mucho tiempo que vivía un hidalgo de los de lanza en astillero” , Para buscar 3 consejos sobre como mejorar el servicio al cliente y desde que podemos recordar la necesidad de cuidar a nuestros clientes existe la necesidad de ofrecer buen “servicio”.

Scripts 54

Scripts Marketing Customer Experience 54

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

ChaseData

AUGUST 23, 2018

When looking to upgrade a call center operation, it is easy to think that open source software is the way to go. After all, open source is typically presented as a low-cost alternative to proprietary professionally coded and vetted software. Companies that choose open source software are promised functionality at no cost.

Call Center 56

Call Center call center software 56

Ameyo

AUGUST 23, 2018

Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the raising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service.

Customer Service 56

Customer Service Personalization Customer Support 56

Global Response

AUGUST 23, 2018

The fourth tip in this week’s Best Practices blog, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), is: Map Your Strategy, which follows. Wednesday’s Tip 3 was: Examine performance with more. The post 5 Tips for Structuring a Successful Contact Center QBR. 4: Map Your Strategy appeared first on Global Response.

Contact Center 48

Contact Center Best practices 48

Aspect

AUGUST 23, 2018

It is appropriate that I cover SMS in this blog post because 2018 marks the 25 th birthday of SMS. By now, it is no secret that as we become increasingly dependent on our mobile devices we heavily rely on the mobile channels that go with it—in particular, SMS. The average open rate of SMS is 98% and 83% of messages are opened within 3 minutes of the delivery according to a recent study by Martech Advisor.

Healthcare 48

Healthcare Chatbots Accountability Sales 48

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

Bright Pattern

AUGUST 23, 2018

Last week Part 1 of the Predicting Contact Center Average Handle Time blog series discussed real-world examples and how to build a histogram to extract useful information for your contact center. In Part 2 we will dive into some of the more advanced approaches to predicting average handle time.

Average Handle Time 50

Average Handle Time Contact Center 50

Rant And Rave

AUGUST 23, 2018

Here’s a little story about customer expectations. I recently moved to an old house in a rural area. As you can imagine, my broadband options were pretty limited. Like most people (72%, according to a study by Wunderman ), I usually need a brand to impress me before I commit, but my lack of choice meant I couldn’t wait to be wooed.

Management 49

Management 49

inmoment

AUGUST 23, 2018

If you follow the InMoment blog, you know that we believe loyalty is the end all be all of customer experience efforts. If customers are loyal to your brand, it means they spend money with you, interact with you, and give you feedback—even better, they do so consistently. This means plenty of benefits for your organization, but it also requires quite a bit of consistency on your part.

Marketing 45

Marketing Feedback Personalization Customer Experience 45

Eckoh

AUGUST 23, 2018

The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact center infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

Contact Center 45

Contact Center 45

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

plumvoice

AUGUST 23, 2018

It may seem like a minor detail but having audio that flows together well in your IVR applications can have a major impact on customer experiences. Getting good, smooth sounding audio has more to do with being a good sound engineer than it does with designing IVR apps. Why Flow Matters The most common issues. Read More. The post Making the Audio Flow in Your IVR Apps appeared first on Plum Voice.

Interactive Voice Response 44

Interactive Voice Response Engineering Customer Experience Call flow 44

Playvox

AUGUST 23, 2018

We have all been there. Dealing with the employee who can spot a loophole in an HR process a mile away, who is an expert at building a negative work environment, who can deflect attention from their lack of engagement onto the minor faults of others or the employee who genuinely thinks the universe owes them a living for very little input.

Coaching 43

Coaching Call Center Management 43

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. Companies that couldn’t deliver are now either history or relics that remind us of another time – think the last Blockbuster. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing custom

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Influitive

AUGUST 23, 2018

Advocamp is right around the corner, and we have an incredible lineup of speakers this year. In this blog, we’ll introduce you to a few of them. But first, you may have noticed that Advocamp looks a little different in 2018. On October 3, 2018, Advocamp Field Day will make its debut. We’re bringing the.

Marketing 40

Marketing B2B 40

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.

Feedback

Fonolo

AUGUST 23, 2018

Listen: We can learn a lot from cartoons. I can think of few better examples than The Simpsons , an arguable work of art now approaching its 20th year on air. With never-ending talent churning through its writers room, the show is regarded not only as a universally-identifiable comedic cartoon, but also as a source of critical commentary on human behavior.

Customer Service 89

Customer Service Advertising Contact Center Government 89

Avaya

AUGUST 23, 2018

At Avaya, we have always prided ourselves in leadership of Unified Communications and Contact Center technologies. That leadership is not an accident—it comes through our laser-guided focus. By cultivating a talent pool that specialises in user and customer experiences and by developing an open-platform approach that embraces technology and channel partners (our Avaya Alliances programme), we have baked engagement, empowerment and optimisation into our DNA.

Customer Experience 47

Customer Experience Enterprise Self service CRM 47

Customer Experience Matters

AUGUST 23, 2018

This video explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people and organizations behave, companies can make smarter decisions about what they do, and how they do it. You can download the free eBook and see our infographic. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers.

Customer Experience 94

Customer Experience Government Scripts Accountability 94