CrazyCall
FEBRUARY 5, 2019
Objections are a common occurrence in sales, even with the best pitch out there you can still get “NO” for an answer. There are several reasons for sales objection, related to price, trust, and a product. Let’s talk about common sales objections and the best ways to overcome them. After you read this article, handling objections is going to be a piece of cake for you.
Revation Systems
FEBRUARY 5, 2019
Over the last five years, digital transformation has had a dramatic effect on the way all businesses communicate with consumers. And now, the focus is shifting to customer experience. According to Forrester , 72 percent of today’s businesses say that improving customer experience is a top priority. Similarly, research by Walker predicts that by 2020 customer experience will overtake price and product as the main differentiator between companies.
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Bright Pattern
FEBRUARY 5, 2019
Everyone’s talking about self-service automation, it seems. Of course, no one likes to talk about the amount of work that goes into automation. The more sophisticated and complex the system(s) undergoing automation, the more care and effort needs to be put into it to make it all work right.
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
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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.
ShepHyken
FEBRUARY 5, 2019
Big Ass Fans. Growing Customer Service Alongside Your Company. Shep Hyken interviews Brian Sprinkle. They discuss his company, Big Ass Fans , and their approach to providing high-quality customer service to support their industry-leading products. In Shep’s Opening Monologue… He compares the profitability of customer acquisition versus customer retention.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 5, 2019
Beyond Philosophy won an award named one of the Best Management Consultancy Firms in the UK, by the Financial Times (FT). This was voted on by clients and peers, we couldn’t be more honored or proud. This bonus episode podcast explores how you can take your idea and turn it into an Financial Times Award-Winning consultancy, too. We share our 10-Step Plan for Success and ask our listeners, what would you do if you weren’t afraid?
Contact Center Pipeline
FEBRUARY 5, 2019
Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more. Please enjoy. Download the Full IssueContact Center Pipeline February 2019 To download […].
Vonage
FEBRUARY 5, 2019
The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.
CrazyCall
FEBRUARY 5, 2019
Objections are a common occurrence in sales, even with the best pitch out there you can still get “NO” for an answer. There are several reasons for sales objection, related to price, trust, and a product. Let’s talk about common sales objections and the best ways to overcome them. After you read this article, handling objections is going to be a piece of cake for you.
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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
Taylor Reach Group
FEBRUARY 5, 2019
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the “as is” state.
SharpenCX
FEBRUARY 5, 2019
More than one million people sift through tweets about customer service on a weekly basis. And, 80 percent of those tweets are negative. Hashtags like #badservice and #waiting are new megaphones customers use to shout their grievances with companies who deliver. Read More. The post A Guide to Losing Customers (And How to Avoid Bad Customer Service) appeared first on Sharpen Contact Center Software.
Etech GS
FEBRUARY 5, 2019
Consider this. How well would your company perform if every person on your team was a clone of you? When you hire someone, do you go out looking for someone who has all the same skills as the people you already have on the team? If you answer honestly, you probably have to admit that without variety among your team members, you would lose a great deal of creativity, many fresh ideas, and the ability to see things from different perspectives.
OctopusTech
FEBRUARY 5, 2019
With the increased adoption of tech channels in our routine life, the innovating customer touchpoints also experience the digital transformations that change the consistency of human sales and service channels. But with new technologies, challenges come too. The steep learning of using new innovations in customer services and support is needed to keep yourself up-to-date in the run.
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.
Talkdesk
FEBRUARY 5, 2019
Enterprise Connect 2019 is only two months away and we couldn’t be more excited. We’re looking forward to hearing from thought leaders, networking, learning about CX strategy and spending time in the Florida sunshine at Gaylord Palms in Orlando. If you’re not already as excited as we are, here are five reasons to join us at this year’s Enterprise Connect. 1.
Chip Bell
FEBRUARY 5, 2019
My very rural hometown was (and is) in the middle of hunting country. And, I lived on a farm deep in the pine woods on the edge of a swamp. As a youngster I hunted dove, quail and squirrel that often wound up on our supper table. I do not hunt today but my younger brother has continued the sport at the graduate level—he hunts deer and wild boar—with a bow!
TELUS International
FEBRUARY 5, 2019
Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool.
NICE inContact
FEBRUARY 5, 2019
Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver?
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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.
TELUS International
FEBRUARY 5, 2019
Learn why more and more travel and hospitality brands are seeing the value in Instagram as a sales and customer service tool.
Fonolo
FEBRUARY 5, 2019
Last week, Fonolo hosted an insightful live discussion on the future of BPOs. The expert panel discussed whether reshoring is a permanent trend, the impact of AI on BPOs, and so much more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Reagan Miller , Jeremy Watkin , Thomas Laird , and Shai Berger.
Nexmo
FEBRUARY 5, 2019
It’s easy to have an automated voice answer when people call your Nexmo virtual number, but there are times you’ll want to forward those calls on to a real person. With a minimal configuration and one webhook on a Koa.js server, you can pass inbound calls to any number you choose. Set Up Ngrok and […]. The post Forward a Call Via Voice Proxy With Koa.js appeared first on Nexmo.
Cisco - Contact Center
FEBRUARY 5, 2019
Too much information can turn out to be not enough if the customer doesn’t receive the benefits and your value proposition is not enhanced by the interaction. To take action, put on your customer hat and walk a mile in their shoes – you’d be surprised that what is important may be different – and less complex – than you think.
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!
Jive
FEBRUARY 5, 2019
Technology today is changing the way companies approach productivity and collaboration. In fact, between evolving work habits and shifting priorities, a more critical element driving these changes is the availability of tools such as Unified Communication (UC) platforms. . Below are some of the biggest UC trends changing the collaboration game in businesses. . #1.
ConvergeOne
FEBRUARY 5, 2019
In recent years, consumers have increased their engagement with video. HubSpot found that the average user watches 1.5 hours of video content a day, with 15% of users watches more than 3 hours of video daily. Even more staggering, Cisco predicts that by 2021, video will account for 82% of total consumer Internet traffic. The bottom line is that your customers, prospects, and employees are spending a great deal of time interacting with video.
Stratifyd
FEBRUARY 5, 2019
Estimated reading time: 3 minutes. Most issues with a product, service, or company are identified in customer comments or reviews, but analyzing unstructured data has historically been difficult and burdensome, despite the value it provides. And now, analyzing customer data quickly has become absolutely critical as it can ultimately mean the success or downfall of a business.
Nuance
FEBRUARY 5, 2019
Nuance’s Document Imaging Division is now part of Kofax. Learn more Would you ever go on a road trip knowing only the destination? Of course not. To “get there” efficiently, you need a map. Our hospitals also need a map to improve their compliance and adherence to HIPAA. The current HIPAA privacy laws tell hospitals where they […] The post Securing your print environment – driving without a map appeared first on What’s next.
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
Toister Performance Solutions
FEBRUARY 5, 2019
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. It's sometimes tempting to dismiss problems when you find an easy explanation.
Guru
FEBRUARY 5, 2019
When it comes to sales enablement, at Guru we empower our reps to lead with conversations, not content. I recently participated in a webinar hosted by Instructure called Sales Empowerment: Conversations That Matter that focused on how to empower sales reps to have better conversations with prospects.
InTheChat
FEBRUARY 5, 2019
In our data-driven world, customer data has become increasingly vital to businesses looking to keep up with rapidly-evolving customer expectations. However, many businesses have failed to appropriately safeguard customer data, leading to a growing epidemic of data theft. The post GDPR is here: are you protecting your customer data? appeared first on InTheChat.
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