NICE inContact
JUNE 19, 2018
As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems. Achieve your vision, view the path to possibility within your contact center in this video. The post Journey to Contact Center Success appeared first on NICE inContact Blog.
Dialer 360
JUNE 19, 2018
Improving customer service is of key interest for all types of businesses and call center. Client dependability is basically vital to business achievement. Despite the fact that a large portion of us know this, the numbers may shock even the most very much educated Marketers. As indicated by an investigation by Customer Insight Group, Inc., faithful clients make up 55-70% of offers for a business.
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Outsource Consultants
JUNE 19, 2018
Artificial Intelligence (AI) can be a touchy subject in the contact center industry. Some fear AI will completely replace human agents, while others want to dive head first and automate as much as possible. However, the most common sense approach to AI in the contact center is to integrate it with human agents to improve efficiency. This topic is discussed extensively in an article by Mitul Makadia , where he lays out the case for how AI can assist human customer service agents through machine l
ShepHyken
JUNE 19, 2018
Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?. Top Takeaways: The more automated things become, the more important it is to have strong customer service.
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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.
CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Guru
JUNE 19, 2018
The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. However, a video released in April 2018 invoked myriad emotions in people, making them not wanting to visit a nearby Starbucks any time soon; some were infuriated, some were saddened, but most of them were just confused.
TeleDirect
JUNE 19, 2018
Medicare continues to grow. And so do the ever-evolving responsibilities related to effective patient communication, billing inquiries, and other healthcare administrative tasks. Accountable care organizations (ACOs) are a key aspect in improving Medicare’s total continuum of care. From following up with patients to screenings and even satisfaction surveys, ACOs are considered the front-line for the three Ps of Medicare transactions: Patients – most ACO patients are Medicare beneficiaries, altho
ForeSee
JUNE 19, 2018
Every banking leader is aware that digital channels are less costly than an extensive branch network or fully staffed contact center. They also realize that customers, like water, will seek the path of least resistance. The post How Banks Can Optimize the Customer Journey appeared first on ForeSee.
Andrew Mcfarland
JUNE 19, 2018
If you are looking for a high-impact way to improve the customer experience, start with your employees. A recent article touting minimum wage increases at a Chick-fil-A carried a quote from the owner worth considering. The owner expected the increased.
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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
Aspect
JUNE 19, 2018
Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods. It’s been a wild ride since Ring’s rejection on Shark Tank back in 2013 to its buy-out in February for over $1 billion. What started as a company with just a wireless video doorbell system has now blossomed into a tour de force with a wide range of security products including motion detectors, video cameras
SharpenCX
JUNE 19, 2018
This is the final post in our series on providing effective agent feedback. Creating well-balanced agents requires well-balanced feedback. We have (so far) looked at agent feedback in terms of “positive-versus-negative” or how it aligns with the three E’s of agent experience. But there is another perspective to consider. As customer experience consultant Agnieszka Anna [.].
Outsource Consultants
JUNE 19, 2018
An article by Fred Chua discusses the customer journey and how two components can be the most critical; the user experience with online shopping and the order processing stage. Have a poor UX during the order processing procedure can lead to shopping cart abandonment, so Chua urges companies to make the experience as smooth as possible in order to make happy customers and meet revenue goals, which can be accomplished through automation, contact center outsourcing, and third-party integrations.
Ambs Call Center
JUNE 19, 2018
When we hire a call answering service , we have a set of predefined expectations that we want our answering service to provide. However, we often assume these critical items exist—or they may even be subconscious—so we forget to include them in our selection criteria. Then, we’re shocked if our call answering service misses one of these key areas.
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.
Outsource Consultants
JUNE 19, 2018
Does your company gather valuable customer insights from your brand’s digital channels? According to an article by Maria Marinina , the data within digital channels can be just as valuable as data from traditional methods such as research, surveys, and CRM systems. No matter where you get your data from, the most important thing is that you’re using the data to enrich your customers.
iCiDIGITAL
JUNE 19, 2018
Performing regular updates to your CMS is both necessary to the system’s functionality and integral to utilize the latest technology. Adobe typically releases upgrades to AEM annually, which could be a frequent disruption to an enterprise business. An upgrade can take anywhere from a few weeks to a few months. The length of this makes the ability to keep business up and running “as usual” during those times a critical factor in long-term success.
Ameyo
JUNE 19, 2018
To become a brand that customers love and are loyal to, the company needs to give them a reason to do so. Customers value the brands which they trust. One significant way of doing that is with exceptional customer service.
Toister Performance Solutions
JUNE 19, 2018
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. Have you ever encountered a customer who had that "lost" look? There's something about their facial expression and body language that tells you they are having trouble finding their way.
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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.
Mindtouch
JUNE 19, 2018
Following the recent release of a more robust and comprehensive Guided Content Framework , new MindTouch Editor Widgets have joined the mix. These new widgets help further streamline the content editing experience for users of MindTouch self-service software. While the new Editor Widgets might seem minor in comparison to the overarching information architecture they feed into, the two share a similar aim: Improve the user experience by eliminating variables.
TeleDirect
JUNE 19, 2018
Healthcare providers are required to serve an ever-increasing number of patients while being expected to deliver exceptional service on a daily basis. And this isn’t going away anytime soon – in fact, it’s become the new normal in everyday healthcare provider transactions and customer (patient) service. This situation can cause considerable strain on everyone involved.
inSided
JUNE 19, 2018
For most SaaS companies, the biggest source of revenue comes from renewals and upsells after the initial sale. Since acquiring new customers is more expensive than keeping your current ones, reducing customer churn is crucial to growth and success.
Jon Arnold
JUNE 19, 2018
Short question - and long answer. That thought has been with me since their Perspectives18 event earlier this month, and I finally got a chance to explore it in my latest contribution to BCStrategies. Earlier, I posted some quick takeaways and photos here , but for a longer analysis about Ribbon Communication s, BCStrategies was the right place to land.
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!
Comm100
JUNE 19, 2018
Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry. The ICMI Contact Center Expo which took place at the end of May was no different – with a strong keynote lineup and insightful sessions to attend, it was a fantastic event for anyone looking to top up their knowledge on everything CX.
CSM Magazine
JUNE 19, 2018
Dan Somers of Warwick Analytics reveals the true ‘Cost of Deviation’ from the customer journey. Contact centres originally existed to service customer enquiries. They were built as a cost centre. Customer services was seen as one of those things you just needed to do, and efficiencies were around measuring calls handled by agents and little attention to outcomes unless you considered RFT (“Right First Time”).
LiveChat
JUNE 19, 2018
If there’s one perfect customer support software for all the businesses out there, that’s LiveChat. Obviously, I’m kidding. We love our tool, but let’s face it – people have different needs and there’s no perfect choice for everyone. Take pizza for example. Even if you think this particular pizza is really bad, there’s someone in the world who thinks it’s the best piece of pie that exists (any pineapple pizza fans?
CSM Magazine
JUNE 19, 2018
Malene Wessel explains what you should look for in a tailor-made chat solution vendor. Off-the-shelf chat solutions may be fine for some businesses, but what about your business’ unique requirements? You don’t have to settle for a standard, pre-set solution. You have options. To find the best supplier, look for the following characteristics in a tailor-made chat solution vendor: Focused on your specific requirements: One size does not fit all.
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
Dialer 360
JUNE 19, 2018
The idea of working from home or home based call center has picked up popularity in these years. Home-based representatives offer numerous advantages to both the business that makes them a convincing thought. In any case, would this be able to business successfully? Despite the fact that there are the advantages and disadvantages for this type of call center, the work-at-home model merits genuine consideration.
CSM Magazine
JUNE 19, 2018
The annual Incite Group, State of Customer Service Survey, will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark your own performance against. The report include contributions from Microsoft, KLM, Estee Lauder and many more leading brands. Download the exclusive State of Customer Service here.
Dialer 360
JUNE 19, 2018
Voice broadcast users can contact targets. It doesn’t matter they member, subscriber, constituents, employees or customers; almost immediately. If used by the government authority it would be as an emergency notification system. Such as notification are intended only for use in emergencies). No doubt the customer satisfaction is essential. The company strives to deliver the most reliable service.
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