Contact Center Pipeline
OCTOBER 17, 2018
Fair warning: Reading this article could be painful for you. Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. But it may also give you a punch in the stomach, because I’m going to say things to you that may make you feel foolish for not seeing them before now. If you’re in call center management, you’re […].
Satrix Solutions
OCTOBER 17, 2018
Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program. What is the first thing that comes to mind? If it’s not total confidence, it’s probably time to revamp your approach, improve your score, and, therefore, your overall customer experience.
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aircall
OCTOBER 17, 2018
Business has changed. Advances in computing technology have made almost everything quantifiable, measurable, and therefore actionable. And traditional communication tools, like the phone, are no exception. In a world driven by increased efficiency and calculated risk, even quick physical tasks are subject to automation. This is why dialing tools were created.
ShepHyken
OCTOBER 17, 2018
There is a lot we can learn from great companies, big and small. Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. And, once we learn how they do it, the key is making it work for our companies. It’s not about just learning, but also about executing on what we learned. The reason I bring this up is that I was reading an article about the top global brands.
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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.
Callminer
OCTOBER 17, 2018
New research by reveals that US businesses have contributed to a switching epidemic by not valuing or listening to customers when they have problems.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 17, 2018
As we transition into autumn, it’s easy for us in customer service to lose the steam, energy, and focus we coveted during the rejuvenating days of summer. This is certainly not ideal given that the late fall and early winter months are some the busiest for call centers and contact centers in many the vertical: Black Friday, Super Saturday, and most of the days book-ending December 25th see a dramatic upsurge in customer support requests, which accompanies a similarly dramatic upsurge in sh
360Connext
OCTOBER 17, 2018
Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. According to the report, the list of buzzwords is growing. And I agree. Leaders toss around terms like “engagement” and “transformation” in ways that make those terms seem less important than they are.
AskNicely
OCTOBER 17, 2018
We’ve got another dose of CX Obsession goodness for you today, and some good news — for our next CX Obsession event, we’re leaving our fair city of Portland and taking this show on the road! Where to, you ask? That depends on you — take our quick poll and let us know where we should head next! > ? ?. Todd Greco is a Creative Director for global innovation and design consultancy Ziba.
Nexmo
OCTOBER 17, 2018
Not long ago, calling “what’s the weather like today?” into an empty room would have earned you concerned looks from your neighbors. Today, they’d barely give it a passing thought. That’s because we’re on the verge of an enormous shift in how we interact with computers. One that’s even more profound than the switch from […]. The post Voice Is the New Default Interface appeared first on Nexmo.
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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
Ansafone
OCTOBER 17, 2018
SOC 2 Certification is important for call centers that often deal with the privileged financial information of their clients in addition to meeting PCI & HIPAA regulations that protect the integrity and privacy of medical information. Choosing an experienced, professional organization to manage customer service, communications and customer contacts is critical.
Customer Experience Matters
OCTOBER 17, 2018
In our latest consumer benchmark study, we asked more than 5,000 U.S. employees what they felt was the most important thing they want to accomplish at work. The top motivator, by a very large margin, is Making a positive impact. This option was chosen three times more frequently than the next highest option, Earning a lot of money. I also examined the data by age groups.
Ansafone
OCTOBER 17, 2018
As businesses look for new ways to drive value and reduce costs, outsourcing contact center services to BPO providers is becoming a key way to gain a competitive advantage. With expertise in customer engagement strategies, marketing techniques and modern technology, call centers are uniquely positioned to deliver positive, meaningful experiences during every customer interaction.
Avoxi
OCTOBER 17, 2018
For over 18 years, AVOXI has helped companies around the world get the best 0800 number pricing where they may need service. Find the best cost of 0800 number plans in the UK, New Zealand, Netherlands, France and South Africa below. 0800 number cost information was last updated in November 2018. Your 0800 Number… The post 0800 Number Price Guide appeared first on AVOXI.
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.
Interactions
OCTOBER 17, 2018
OCTOBER 17, 2018 As brands try to differentiate on customer. Read more » The post Customer Experience Mapping: Empathy Maps appeared first on Interactions Resource Center.
Certified Languages International
OCTOBER 17, 2018
Contrary to the belief of some, Alexander Graham Bell’s first call after inventing the telephone was not for medical assistance. But it makes for a great story. Since its invention in 1876, people have been using the telephone to make appointments, fill prescriptions, call for emergency services, and even dispense medical advice. And although Bell’s apocryphal call for help may not have really happened, it’s clear that his invention forever changed the way in which people conne
Method:CRM
OCTOBER 17, 2018
[…]. The post Conquering Customer Service Issues: 9 Tips to Build Customer Loyalty appeared first on Small business insight from the #1 QuickBooks CRM.
pindrop
OCTOBER 17, 2018
With Google making headlines about the privacy of apps and the breaking news of the Facebook data breach earlier this year, it has become clear that the apps on our phones are now holding, and disseminating, large amounts of data and are doing so most of the time. More often than not, we as consumers don’t know what they are sharing or what we have given consent for these apps to do.
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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.
SharpenCX
OCTOBER 17, 2018
Empowering agents is widely talked about as an essential way to improve contact centers. But, we need to do more than just talk about it. Managers are bogged down doing administrative work for more than half of their week. They. Read More. The post Innovations and Trends in Customer Service [CRMXchange Roundtable] appeared first on Sharpen Contact Center Software.
ClientSuccess
OCTOBER 17, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Micah Solomon
OCTOBER 17, 2018
[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Great customer service has the potential to build customer engagement and loyalty by providing your business with a way to make an emotional connection with its customers.
NICE inContact
OCTOBER 17, 2018
As the leading specialty bedding retailer In the U.S., Mattress Firm has carved out a unique—and healthy—niche in the $29 billion bedding industry. The company offers a variety of mattresses and related products at competitive prices, and customers obviously approve: They’ve propelled Mattress Firm to over $3.8 billion in annual sales (2016). But the Houston-based company was losing sleep over its two contact centers.
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!
Voiance
OCTOBER 17, 2018
State and local agencies understand the need for language interpretation and document translation: They need to communicate with all residents, not just those who can read English and speak it fluently. What makes Voiance the right choice for agencies in need of multilingual support?
OctopusTech
OCTOBER 17, 2018
Kestava offers a great enterprise file syncing and sharing service besides sporting increased mobility and better security solutions. Kestava’s data storage services are designed to assist in planning, building, running and integrating cloud storage solution with the client companies’ traditional infrastructure. Octopus Tech has helped Kestava spread wings through its unique web design-related services.
Rant And Rave
OCTOBER 17, 2018
Most brands and businesses are aware of the benefits behind capturing feedback throughout the customer journey. Rather than waiting until the end of an experience to send a survey to the customer (which then requires analysis), many are instead asking customers about their experience as they go.
Jon Arnold
OCTOBER 17, 2018
Following my last blog post, this is “next stop” #2 for the week. I was in Dallas - still am, actually, about to board an early flight to SFO - for Mavenir’s analyst day, and now I’m heading to Twilio’s SIGNAL event in San Francisco. If the flight is on time and my Uber ride goes to plan, I should be there in time for the opening keynote at 10am. More details are here on the Event Calendar section of my website, and I’ll be happy to be home Friday night.
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
Playvox
OCTOBER 17, 2018
Keeping customers satisfied is a priority in every call center, but we all know maintaining high satisfaction rates can be an ongoing challenge. Customers expect to receive help from well-trained, polite, honest call center agents in every communication. The quality of the support they receive has a direct impact on their overall experience — and letting them down makes them extremely unlikely to return.
CX Journey
OCTOBER 17, 2018
Image courtesy of Pixabay I'm already seeing it: people are starting to talk and write about customer experience trends for 2019. It's only the start of Q4! We haven't even made it through 2018 yet! Still lots of time to make things happen. (Right?!) Regardless, I'm not big on talking about customer experience trends for the new year any more. I have in the past, but I gave up a couple years ago.
Calltools
OCTOBER 17, 2018
No matter what kind of call center you have, staying connected to agents allows you to keep up with a plethora of (KPI) key performance metrics. From knowing how well calls are converting or keeping up with agent performance and call length – having the data is crucial to better customer service and a more lucrative and respected business. Call Conversions.
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