Customers That Stick
JANUARY 7, 2020
Here it is! Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.
Toister Performance Solutions
JANUARY 7, 2020
I frequently get this question. Leaders want to get their employees obsessed with customer service. The first step on that journey is creating a customer service vision statement. Many leaders ask me if they should share the statement with customers. Typically, this means incorporating the vision into advertising, branding, or other marketing messages.
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Unymira
JANUARY 7, 2020
Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
bold360 Blog
JANUARY 7, 2020
You know those self-serve checkouts at supermarkets? I love those when I have a couple of items to buy. No lines, no wait. I’m in and out. On the other hand, when I have an overfilled cart, it’s faster to let the professionals ring me up and load the bags than attempt it myself. In the digital world, customer self-service works in much the same way.
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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.
Strikedeck
JANUARY 7, 2020
Tom Lipscomb talks about using and understanding various revenue and cost ratios to optimize financial success.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JANUARY 7, 2020
I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly for the privilege of its use. I tried living without it and just couldn’t. I can pause live TV to make a call, take a call, answer the door, turn down […].
ProProfs Blog
JANUARY 7, 2020
Customer. Vendor. Seller. Buyer. All of them have been around since the concept of commerce started. Fast forward to 2020. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . And rightfully so. . It only takes one bad experience for the customer to swear off your business forever. .
TechSee
JANUARY 7, 2020
With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Acquisition costs far outweigh those of keeping current customers, further motivating companies to implement innovative strategies to boost customer retention in the telecom industry.
Aspect
JANUARY 7, 2020
On the surface, workforce management (WFM) can feel like a tough nut to crack. It’s not always well understood because while it performs the imperative labor management functions, agents and supervisors only have the insight into a small amount of that functionality. Primarily, only the workforce planning staff sees the whole picture of WFM capabilities.
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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
Etech GS
JANUARY 7, 2020
Great leaders are great teachers. They know that they must continuously evolve be exploring ways to improve themselves in order that he can help educate others. At Etech , we have embraced “Teachability” as one of our character commitments. And I hope more organizations throughout the world understand the gravity of this remarkable concept. But what does it mean to commit to teachability?
Integrity Solutions
JANUARY 7, 2020
Your sales culture is the sum-total of the attitudes, values and behaviors that permeate your team. The question is, will the sales culture you have today help you meet your goals going forward? By Mike Esterday. In a webinar we recently co-presented with The Sales Management Association , we explored what some of the top sales cultures have in common and how you can adopt these same strategies to increase your competitive advantage, grow faster and more profitably, and build a strong base of lo
Pipkins
JANUARY 7, 2020
Looking for one solution to take care of your contact center needs? Pipkins now offers call center solutions beginning with an omnichannel queue management platform. Our omnichannel platform starts with an ACD offering skill-based call routing; our IVR makes interactions with customers/clients more efficient, and quality assurance to allow your company oversight in how well your call center is running.
Ameyo
JANUARY 7, 2020
Call centers have been around for a long time now and have gained even more importance in recent times since the businesses are increasingly going online. Call centers or contact centers are extensively used by businesses today to manage their customer service process. With businesses increasingly moving from legacy models to modern contact centers, they … Top 5 Contact Center Reports Supervisors Must Look At Read More » The post Top 5 Contact Center Reports Supervisors Must Look At a
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.
Totango
JANUARY 7, 2020
Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals.
Avoxi
JANUARY 7, 2020
2019 was a record-breaking year here at AVOXI and I'm proud to say this is just the beginning. This year we got closer to what matters most at our company - our customers. Thanks to your willingness to provide feedback through product surveys, "voice of the customer" interviews, and beta product programs, we were able… The post CEO Message: Closing Out 2019 With a Bang and Coming In Hot to 2020!
Totango
JANUARY 7, 2020
Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. . In the next few weeks we will hold our quarterly webinar in which we will share the plan for the quarter and the high level themes for the year.
24-7 InTouch
JANUARY 7, 2020
24-7 Intouch is proud to announce our most recent expansion into Athens, Greece!
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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.
Serenova
JANUARY 7, 2020
If you’re familiar with Serenova, you know we talk (and write) often about the power of technology. Time and time again, we’ve seen, firsthand, how our technology solutions fuel growth by transforming the customer experience. Transformational technology is in our DNA. More than a decade ago, Serenova realized technology didn’t exist that could deliver immediate, consistent and exceptional service for brands.
VirtualPBX
JANUARY 7, 2020
We’ve made some changes to our Web Phone recently to make managing your queue status in our ACD Queues easier. Now any user can set themselves as Active or Away , or end their session altogether, with a single button click inside our Web Phone’s menu. No more toggling between your browser-based phone and the ACD Queues portal to manage your status. Here’s a quick explainer of how it all works.
Comm100
JANUARY 7, 2020
Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. While they were right about the trend, today’s numbers signal that even more organizations have made CX a priority.
inmoment
JANUARY 7, 2020
Sometimes, the problems holding your organization back are easy to spot. Much of the time, though, organizational issues are well-hidden, well-integrated, or simply entrenched into the operating rhythm, which makes fixing them a bit more complicated. Though trying to isolate and fix deep-rooted problems is not an easy or simple task, organizations can meet this challenge with perseverance and the power of customer experience data tools.
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!
Xaqt
JANUARY 7, 2020
Call spikes, or high call volume, can be caused by any number of different reasons. Some may be unexpected and event or incident driven, such as weather related calls or service outages. While other may even be more predictable, such as with peak holiday season or marketing campaigns. Whatever the reason for the call spike, one thing is certain - Customer Experience suffers and agents get burned out quickly.
FluentStream
JANUARY 7, 2020
Great question, Brady! Automatic Text Reply is a convenient auto-attendant feature that allows you to instantly text pre-written information to your clients. It’s a handy tool for appointment-based businesses or anyone who gets frequent questions about their address, hours of. Read More.
Infinity
JANUARY 7, 2020
As we venture into a new decade, a wave of unbridled potential awaits us all. But, as is common with life, with the sweets often comes the sour. Uncertainty can be potential’s silent companion on the road to success. To navigate these unclear waters ahead, we’ve cast the net wide amongst marketers for a mixture of opinions of what 2020 will mean for the marketing industry.
SharpenCX
JANUARY 7, 2020
The ball dropped and like that, we’re in a new decade! Each new year comes with new goals. I’m not only talking about losing the 5 extra pounds we gained from eating all those Christmas cookies. And, I’m not referring to the resolution you made about watching just a little less Netflix this year. Those are good and all, but instead, let’s talk about goals and projects for your call center.
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
Jon Arnold
JANUARY 7, 2020
Just a quick shout-out for Project Voice , which technically starts next Monday in Chattanooga, Tennessee. Will be my first time there, and am definitely looking forward to it - not just as a speaker/moderator, but also to play again with the SIPtones. Details are here in a recent blog post, including how to get a 20% discount on registration. UPDATE - since then, I’ve been added to a 2nd session, which I’ll be moderating - Voice and the Enterprise - Wednesday at 3:45.
ChurnZero
JANUARY 7, 2020
CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story. RFP360 was founded to help customers develop strategic RFP processes that deliver results. As the only full-circle RFP management solution for issuers and responders, the platform simplifies the proposal process for businesses around the world. The company’s innovative technology and procurement expertise help organizations cut their project response time in half.
ChaseData
JANUARY 7, 2020
The majority of a consumer’s perception of your company or brand is formed before a purchasing decision is actually made. For outbound call centers, this means that the body of the phone call is the most important part of the sale - not the actual agreement of the consumer. Salespeople are only human, though. They make mistakes. Those mistakes can lead to a failure to make the sale - and too many of them can be seriously detrimental to the company’s bottom line.
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