Tue.Mar 20, 2018

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Join Industry Leaders for the CallMiner CX Intelligence Summit

Callminer

AI and automated analytics are instrumental for uncovering a wealth of actionable intelligence from the millions of data points captured in customer interactions.

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Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Contact Center Pipeline

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of HelpSocial, a leading integration platform for customer care and social media, he believes that companies can not only prevent customer churn but also connect with new customer segments by adapting to […].

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Trending Sources

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Amazing Business Radio: Sam Silverstein

ShepHyken

Customer Service Begins with Accountability. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Sam Silverstein to discuss the importance of fostering a culture of accountability, which empowers employees to give truly amazing customer service. ?. Top Takeaways: Sam says that to have great customer service, you need accountability from all employees – especially leadership.

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Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

By: Turaj Seyrafiaan. Have you ever wondered what is behind any of the Contact Center operational indicators? Why do we measure what we measure and what do they mean? In this article, we tackle one of the most important indicators; Average Handle Time (AHT). AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW).

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The 2023 Verint Experience Index: Retail

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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Report: 2018 Temkin Experience Ratings (U.S.)

Customer Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

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The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

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Survey Smarter: The Multiple Choice Question

GetFeedback

Nobody's a stranger to the multiple choice question. But do you know all there is to know about this versatile question type? Master it with our tips.

Surveys 60
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How Their Service Failure Can Be Your Problem

Toister Performance Solutions

Chances are, you've had a bad customer service week. One where it seems like you receive bad service everywhere you turn. Just when you think it can't get any worse, it does. Mine started recently when a company shipped me the wrong socks. I normally wouldn't think much of a shipping error. This one turned out to be just the tip of the service failure iceberg.

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Amazon, Twilio, and Vonage Lead the Way to Pure Consumption Pricing

Fonolo

It’s been an action-packed few weeks in the contact center industry. Recent announcements from Twilio, Vonage and Amazon are worth a closer look because I think they outline an important shift in the industry. For the last decade, the dominant tension in the call center world has been between the “old way”: buying equipment via up-front payment plus maintenance contracts; and the “new way”: buying a cloud service via monthly subscription.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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7 Ways Mindfulness Training Can Transform Your Contact Center

SharpenCX

Learn how mindfulness is transforming agents’ ability to do their jobs and why contact centers are making room for a little peace. [.]. Read More. The post 7 Ways Mindfulness Training Can Transform Your Contact Center appeared first on Sharpen Contact Center Software.

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How to Generate Leads for Mortgage Brokers

AnomalySquared

Why is lead generation important for mortgage brokers? Lead generation is the sun, soil, and water for your mortgage business. It is essential for nourishing your business so it can keep up with or stay ahead of its competitors, and so it can grow. Old models that once worked for marketing and sales in the mortgage industry, don't any longer, as the market is an ever changing and evolving beast.

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4 Ways AI Will Transform Customer Experience

Provide Support

A decade ago, our familiarity of AI was only restricted to the silver screen. But today, the scenario has changed completely. Although AI is yet to take over our lives in a formidable way, as projected in 2004 blockbuster movie- I, Robot , the technology is certainly pervasive. It has transformed forever the way we interact with our immediate surroundings.

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Your Communications System is Determining Your Future

8x8

Vik Verma presenting at Enterprise Connect 2018. This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user.

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The Open CCaaS Advantage Report

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.

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The Art of Exceptional Customer Service [Webinar Transcript]

Branch Mesenger

Last week, we hosted our second webinar. We were joined by a very special guest, bestselling author and expert on all things customer service -- Shep Hyken. Shep joined us to talk about some of the following topics and trends that are shaping the world of customer service: The state of customer service in 2018. How independents and brick-and-mortar are thriving with customer service.

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Your Communications System is Determining Your Future

8x8

Vik Verma presenting at Enterprise Connect 2018. This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user.

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Data-Driven Design Series, Part III: Pre-Design Analysis

ForeSee

Design with intention: Finding and Keeping What Works The previous post in our series examined the importance of attitudinal data and creating a detailed test plan based on user-centered KPIs. Here. The post Data-Driven Design Series, Part III: Pre-Design Analysis appeared first on ForeSee.

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Your Communications System is Determining Your Future

8x8

Vik Verma presenting at Enterprise Connect 2018. This article was originally published on Linkedin on March 12. Chat, email, phone, slack, text, tweet. The communications preferences of individuals are as diverse as the tools themselves. And while I run a business dedicated to helping organizations and people communicate more efficiently, I am also a user.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions

Comm100

There is no one right day (or way!) to send a letter to a customer. However, holidays and special occasions can be a great opportunity for your business to reach out. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. And writing personalized letters to customers on their special days – such as birthdays or anniversaries – can set your company apart from the competition, and help and you build business relationships that could las

Scripts 40
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The Key Benefits of Using an HVAC Answering Service

Ambs Call Center

The mission of HVAC (heating, ventilation, and air-conditioning) providers is to keep people comfortable in their homes and at work. This means air-conditioning when it’s hot outside, heat when it’s cold, and proper ventilation throughout the year. For new construction this entails a properly designed and installed system. For existing buildings, it also includes regular preventive maintenance.

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Customer Success Advice from the 2018 MindTouch Top Customer Success Strategists

ClientSuccess

Yesterday, March 19th, the 2018 MindTouch Top 25 Influencers and the Top 100 Customer Success Strategist list was announced. I want to give a shout out to Mindtouch. I know that Ari Hoffman, Marisa Delao, and many others worked really hard to bring to light the “Top Customer Success Strategists of 2018”. Thank you! Check out the list here: Top 2018 Customer Success Influencers and Strategist.

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Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Why? Because each one in its own way increases efficiency and decreases customer effort. The value of efficiency is probably obvious. But what about customer effort? Studies show that the majority of customers would rather have an effortless experience than a delightful one (CCIQ).

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The Key Opportunities for Great Agent Performance

Talkdesk

Editor’s Note: This piece was originally written by Brian Cantor, Digital Director and Principal Analyst at CCW, for CCW and Talkdesk’s Special Report: Agent Performance. The stakes of contact center are significant, which means the cost of succumbing to the aforementioned challenges is exorbitant. It also means the value of improving performance is substantial.

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Verint Engage18: Holding True to the “Shake Hands” Tradition

Verint

Engage 18: On The Inside. Shaking hands might be one of the universal acts of the human experience that, for some, appears to have faded off into “things old folks” did back in the day. The tradition of shaking hands has roots that date back to the 5th century B.C. and was once considered a symbol of peace during wartime. Shaking hands is a simple gesture that brings two individuals together and allows collaboration, listening, learning and connecting to occur.

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Putting Abandonment in Perspective

Brad Cleveland Blog

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long customers will wait?

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Aspect Software brings the human element to AI in the contact centre at Call & Contact Centre Expo 2018

Aspect

Visit us at: The VIP Lounge, Stand 2400, 21 st & 22 nd March 2018, ExCeL, London. All systems go at Aspect Europe HQ this week as we gear up for Call & Contact Centre Expo 2018, which starts tomorrow! The science of human language and understanding and what it brings to the modern contact centre will be under the spotlight, as we showcase our work with our customers to bring digital assistants to life.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Putting Abandonment in Perspective

Brad Cleveland Blog

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What is abandonment in such and such an industry? Are there any studies on how long customers will wait?

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Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. We have explained each term and provided lots of extra sources, if you want to dive deep into the topic.

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Using Blockchain Technology to Measure CX—See Your Happiness Scores

Avaya

Today, many of us are celebrating the International Day of Happiness, which is focused on making happiness a greater priority for all of us. We in the tech industry can take real pride in the contribution that technology has made to furthering happiness by enhancing and transforming the way people work, play, and engage with each other. This transformation is particularly visible in CX—the Customer or Citizen Experience.