ShepHyken

JULY 25, 2017

Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.

Best practices 193

Best practices Personalization Customer Support Customer Service 193

Callminer

JULY 25, 2017

Algorithms matter little to the average consumer, working behind the scenes of the technology and social platforms they use every day

Marketing 182

Marketing Technology 182

Contact Center Pipeline

JULY 25, 2017

We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous posts in this series: Part 1, Balancing the Contact Center Brain, Part 2, Valuing the Agent and Part 3: Optimizing the Exceptions.) Our focus for this article is on setting priorities. […].

Contact Center 165

Contact Center Call Center 165

ShepHyken

JULY 25, 2017

Chase Clemons Discusses How to Create Customer Happiness. How can we move from just satisfying our customers, to making them truly happy, which results in loyalty? Shep Hyken interviews Chase Clemons, a highly-experienced customer service professional at Basecamp, who tells us how to go above and beyond for your customers. First Up: Shep Hyken’s opening comments focus on how, when your customer calls you, they need to know three things: That you know them.

Best practices 128

Best practices Personalization Customer Support Customer Service 128

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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.

Aspect

JULY 25, 2017

Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as it was if it had never been collected in the first place. Data only benefits companies if it provides insights that they can grow and learn from, and that is exactly what the reporting and analytics feature of Aspect Via was created to do.

Analytics 121

Analytics Self service Contact Center Personalization 121

Influitive

JULY 25, 2017

In 2016, Cristina Melluzzi, Head of Customer Advocacy EMEAR at Cisco, was facing something lots of B2B companies can relate to: having an internal fire drill every time Cisco needed customers for references, speaking opportunities, analyst interviews, and case studies. Cisco had a traditional reference program with around 100 European customers that sales and marketing.

Customer advocacy 83

Customer advocacy B2B Marketing Sales 83

aircall

JULY 25, 2017

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.

Upselling 76

Upselling Sales Call Center Marketing 76

ijgolding

JULY 25, 2017

Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as a naïve young man entering the workplace for the first time, I had no comprehension as to how significant it was to be interviewed by the two most senior people in the business.

Customer centricity 68

Customer centricity Banking Finance Consulting 68

GetFeedback

JULY 25, 2017

Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.

Metrics 60

Metrics Feedback Customer Experience Management 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

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Mindtouch

JULY 25, 2017

Since 1992, KCS ® has provided companies with a way to better manage the creation and maintenance of knowledge produced by interactions between their employees and customers. It was developed by the Consortium for Service Innovation , a nonprofit alliance of service organizations that has helped push innovation in the technology and processes that companies use to capture and utilize knowledge.

Self service 59

Self service Best practices Upselling Analytics 59

SharpenCX

JULY 25, 2017

Coaching is important, but it takes time. Pairing transcription with call recordings saves valuable time, and makes for more effective coaching. [.]. Read More. The post Improve Contact Center Performance with Call Recording Software and Transcription appeared first on Sharpen Contact Center Software.

Contact Center 52

Contact Center Contact center software Coaching Customer Experience 52

Toister Performance Solutions

JULY 25, 2017

Over the past two months, I posted a couple of training plans that customer service leaders can use to train their teams. The idea was to provide a low-cost alternative to hiring an expensive customer service trainer. These plans are designed to be cost-effective and easy to use. The first was called Serving Upset Customers 101 , which focused on helping customer service reps learn the basics of defusing an angry or upset customer.

Personalization 48

Personalization Customer Service Feedback Management 48

LiveChat

JULY 25, 2017

Imagine yourself on a sandy beach, laying on the comfy sunbed, staring at the sea. You’re reading a relaxing book and sipping Coconut Water. You’re far away from your office and your laptop. All that’s on your mind is contemplation: “Should I get another drink now, or maybe I should go sunbathing first?” You love that kind of problems, don’t you?

Customer Support 52

Customer Support Customer Service Sales Personalization 52

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

Talkdesk

JULY 25, 2017

When it comes to customer expectations, the only constant is change. With new technology and the continued blurring of the business and consumer sectors, customers are always molding their opinion of what companies should offer them in terms of customer experience. It’s no secret that the best way to meet those expectations is to have a call center solution that reflects your customer base and is flexible enough to meet their ever-evolving demands, no matter what they are.

Call Center 41

Call Center call center software call center solutions Customer centricity 41

Uniphore

JULY 25, 2017

Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR , a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest.

Interactive Voice Response 40

Interactive Voice Response Technology Customer Service 40

Talkdesk

JULY 25, 2017

When it comes to customer expectations, the only constant is change. With new technology and the continued blurring of the business and consumer sectors, customers are always molding their opinion of what companies should offer them in terms of customer experience. It’s no secret that the best way to meet those expectations is to have a call center solution that reflects your customer base and is flexible enough to meet their ever-evolving demands, no matter what they are.

Call Center 40

Call Center call center software call center solutions Customer centricity 40

CSM Magazine

JULY 25, 2017

Thousands of call centre, customer contact and telemarketing professionals will flock to London’s ExCeL in March to get a glimpse at the future of the industries. Taking place on the 21st and 22nd, Call & Contact Centre Expo is an informative and captivating exhibition and conference designed to showcase the latest and most effective developments within the customer engagement world.

Telemarketing 40

Telemarketing Scripts Education Marketing 40

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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

CX Journey

JULY 25, 2017

Image courtesy of Pixabay Is your company a CX Loser or a CX Winner? If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are! And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.

Education 38

Education Customer Experience Accountability Customer centricity 38

Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott … Continue reading → The post Focus on What Really Matters appeared first on Brad Cleveland.

Self service 26

Self service Consulting Consulting Call Center 26

Fenero

JULY 25, 2017

The following are terms of a legal agreement between you and Fenero, Inc. regarding your access and use of this website (the “Site”) collectively to include www.fenero.com, cloud.fenero.com, manager.fenero.com and support.fenero.com. By accessing, browsing, or using these websites, you acknowledge that you have read, understood, and agree to be bound by these terms and to comply with all applicable laws and regulations, including export and re-export control laws and regulations.

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Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott in her book, Driving Peak Sales Performance in Call Centers.

Self service 22

Self service Call Center Consulting Consulting 22

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

Fenero

JULY 25, 2017

General.

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Brad Cleveland Blog

JULY 25, 2017

To many, optimization is synonymous with driving costs out of the business — moving contacts to lower-cost channels (self- service, etc.), reducing human contact with the customer, and driving down handling times. “This is all wrong,” says consultant Mary Murcott in her book, Driving Peak Sales Performance in Call Centers.

Self service 20

Self service Call Center Consulting Consulting 20