Beyond Philosophy

MARCH 1, 2019

A significant influence on your Customer Experience outcome is how customers feel during your experience. In our global Customer Experience consultancy, we say that emotions are over 50 percent of a Customer Experience. For good or ill, customer feelings have a profound effect on how they remember your experience also. Despite my belief and routine pronouncement of these facts, I am astonished by how many companies don’t bother with measuring customer emotions.

Customer emotions 246

Customer emotions Consulting Consulting Customer centricity 246

ProProfs Blog

MARCH 1, 2019

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.

Customer Experience 147

Customer Experience Journey mapping Customer centricity Multichannel 147

Nextiva

MARCH 1, 2019

Anyone who has spent time looking into a business phone service has probably heard of a softphone. So, chances are you’ve already asked yourself, what is a softphone? How does it different from regular IP phones? And do you really need one? Keep reading for the answers to all of those questions, and more. Or […]. The post What is a Softphone? Definition, 12 Best Features, Benefits & More appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog

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voip Sales Marketing Customer Experience 96

Ansafone

MARCH 1, 2019

With more than five decades as a formalized industry, call center outsourcing has evolved through a number of iterations. Although call centers have abandoned many outdated practices, such as call scripting and single-channel communication, there are many misconceptions that still persist about the industry. Here are four mythbusters that will make you reconsider everything you … Things You Didn’t Know About Call Center Outsourcing Read More ».

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outsourcing Call Center Scripts Contact Center 87

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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.

DMG Consulting

MARCH 1, 2019

Thanks to AI and RPA, the WFO Market Surges. By Donna Fluss. View this document on the publisher’s website. The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent during this period. The two market leaders, NICE and Verint, which together accounted for 75.5 percent of the total company GAAP revenue in the WFO suite market in the firs

Marketing 84

Marketing Contact Center Analytics Enterprise 84

GetFeedback

MARCH 1, 2019

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. In fact, 73% of U.S. consumers say that customer experience (CX) is a very important factor in their purchasing decision, so much so that even if they love a company or product, 59% will still walk away after several bad experiences and 17% will walk away after just one bad experience.

Customer Experience 74

Customer Experience CRM Surveys Feedback 74

Taylor Reach Group

MARCH 1, 2019

By Colin Taylor. Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. This tells us something about the sorry state of far to many contact centers.

Customer Experience 80

Customer Experience Contact Center Consulting Consulting 80

Talkdesk

MARCH 1, 2019

Successful customer survey programs are characterized by clear objectives, concise questions and closed-loop feedback processes. They can provide valuable business intelligence, customer insights and product or process feedback when properly developed, deployed and analyzed. Many customer service organizations, however, struggle to get valid insights, move survey data into action or share the findings throughout the organization. .

Surveys 80

Surveys Feedback Customer Service Call Center 80

DMG Consulting

MARCH 1, 2019

Customer Service Is Everyone’s Responsibility. By Donna Fluss. View this document on the publisher’s website. Customer service must be an essential element of the culture of every company, and all relevant departments must be part of the overall workflow. The days of interdepartmental squabbles must end, as it’s detrimental to customers and expensive for most organizations because it increases the number of employees who are involved in handling an issue, negatively impacting the bottom li

Customer Service 72

Customer Service Average Handle Time Virtual Agent Contact Center 72

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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

Quadient

MARCH 1, 2019

Improving customer experience means creating a more positive perception in the minds of customers in both how they are treated by your company, and the feelings that they have across their interactions with your organization. Every touchpoint contributes to the overall customer experience. Managing customer interactions is therefore critical for delivering an excellent customer experience.

Customer Experience 75

Customer Experience Management 75

ProProfs Blog

MARCH 1, 2019

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.

Journey mapping 60

Journey mapping Customer Service Customer centricity Multichannel 60

DMG Consulting

MARCH 1, 2019

Innovation Is What Makes Us Great. By Donna Fluss. View this document on the publisher’s website. Due to the reality of lead times, as I write this it is Independence Day in the United States, an occasion that celebrates freedom from tyranny and persecution. It’s not a day that I, and millions of Americans like me, take for granted. Our Declaration of Independence states that “all Men [ Author’s note: And Women!

Biotechnology 59

Biotechnology Government Big data Technology 59

Global Response

MARCH 1, 2019

Retail’s future will unfold at Shoptalk, the conference that explores the latest trends, technologies and business models in the industry, when it opens in Las Vegas March 3-6, 2019. The Global Response more. The post Global Response gets a glimpse of the future at Shoptalk 2019 appeared first on Global Response.

Technology 54

Technology 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

GetFeedback

MARCH 1, 2019

At GetFeedback we believe the simpler a customer experience (CX) solution, the better. Read about our top competitive advantages.

Customer Experience 60

Customer Experience 60

Jon Arnold

MARCH 1, 2019

I did more traveling than writing last month, but still managed to get some things out. As usual, here’s a digest of my thought leadership for February, and if you want to see more, please drop me a line. There’s More to Digital Transformation than Automation , Toolbox.com, Feb. 28 Speech Tech in the Enterprise - 3 Themes to Explore , No Jitter, Feb. 26 Meet the New Boss - Cisco Collaboration Analyst Summit , my blog, Feb. 20 What Vendors Want When Selling Cloud-Based Collaboration , Toolbox.com

Enterprise 53

Enterprise Best practices Management 53

TeleDirect

MARCH 1, 2019

You’re prepared for your next big event – trade show, conference, shareholder meeting, you name it – and the only thing remaining is targeted promotion, including reservations and registrations. Will your event reservations match your event’s actual agenda? If your reservations aren’t up to speed, the best seminar or event content in the world won’t matter.

outsourcing 48

outsourcing Business Process Outsourcing Entertainment Call Center 48

Advantage Communications

MARCH 1, 2019

For years, North American companies have been outsourcing their customer service agents to offshore call centers. The idea was to reduce the cost of labor and maximize the bottom line. However, an increasingly competitive market has left many of these businesses losing customer loyalty. The customer experience is now crucial and in many markets, customer support is often the differentiator - equally important as the quality of your product or service.

outsourcing 49

outsourcing Contact Center Customer Service Call Center 49

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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

ChaseData

MARCH 1, 2019

Are you hoping to improve the health of your call center’s budget this year? Many business owners begin the year with lofty goals to improve their financial situation but by the time winter starts to wrap up, that hope starts to fade. It can be hard to know where to start, especially when you work in an industry that is as seemingly straight forward as that of call center customer service!

Call Center 49

Call Center Customer Service Management 49

CSM Magazine

MARCH 1, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree. In her research, Ellen created a scenario where a person wanted to cut in line to use a copier in a library, and the request was made three different ways: 1.

Consulting 45

Consulting Consulting Personalization Customer Service 45

Quiq

MARCH 1, 2019

What is business messaging, you ask? Oh, it’s only a way to get better customer engagement, attract more customers, and deliver a better customer experience is all. That seems like a tall order for something as simple and commonplace as messaging right? The truth is, the simplicity and reach of business messaging are what makes it so powerful for your business and preferred by your customers.

Sales 41

Sales Marketing Customer Experience Management 41

Comm100

MARCH 1, 2019

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than fiv years, asking a chatbot to tell you the weather forecast or buy your groceries has transformed from something nobody thought possible to an everyday occurrence. Chatbot advancements over the years aren’t limited to just Google Home being able to turn your lights on and off (although that has certainly given Clappers a run for their money).

Chatbots 41

Chatbots Interactive Voice Response Scripts Customer centricity 41

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

Smooch

MARCH 1, 2019

Smooch’s 2019 State of Messaging report was released last month , featuring unique insights from 34 marketing, product and customer experience experts about the future of conversational business. The report looks at how messaging can be the first point of contact in a customer journey and how emerging business messaging channels can be used to engage and convert customers.

Chatbots 40

Chatbots Advertising Marketing Personalization 40

Whitepages Pro

MARCH 1, 2019

For a company that provides API products, a key metric on the performance of an API is to track and iterate on its response time. What is response time? It’s the amount of time it takes from the moment an application or system receives an initial request to when it returns the results. Why do response times matter? We care about this metric because customers have different response time needs based on their workflows and business problems.

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APIs Engineering Metrics Marketing 40

Call Experts

MARCH 1, 2019

Call Experts is the premier call center, answering service, and contact center in South Carolina, North Carolina, and New Jersey. Our trained experts specialize in customer service, order entry, HR call, sales, information technology, software development, and more. . We realized that often in any workplace, the people we see every day have interesting hobbies and skills that you never know about.

outsourcing 40

outsourcing Call Center Answering services Benchmark 40

Ameyo

MARCH 1, 2019

Are you a mid-sized company striving to be a big industry player? Or a big whale in the industrial ecosystem striving to be even bigger and better? How do you plan to achieve these goals? Well, the answer is – by delivering exceptional customer service! The next obvious question is how to do that? By […]. The post Customer Service Software: Why Does Your Business Need It?

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Customer Service 40

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

Hello Customer

MARCH 1, 2019

After an analogue and a digital era, what will be next for the customer experience? CX expert Rik Vera predicts that offline and online will merge in the future. Humans will take center stage again, empowered by technology. The power of companies working with AI lies in their ability to gather a lot of data from the many and use it to create well-being for the individual.

Technology 40

Technology Customer Experience Customer centricity 40

Etech GS

MARCH 1, 2019

Quality assurance is defined as the maintenance of a desired quality of service especially by means of attention to every detail of the process of delivery. In the call center field, there are quality assurance processes in place to ensure that during a customer interaction a consistent standard of service is maintained. One key responsibility of call center management is to develop the operational controls to ensure the customer service experiences delivered to match the desired outcomes.

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Call Center Sales Analytics Contact Center 40

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring, Brett Andersen who is the Director of Client Success at Degreed. At Degreed he is leading a team of Client Success Managers on a mission to inspire transformative learning practices in companies around the world.

Accountability 40

Accountability Banking Coaching Consulting 40