HelpCrunch
MAY 20, 2019
Do unto your customers as you want to be treated when you’re a customer. Alex Knapp, Associate Editor, Forbes Surely, when you had read the epigraph line, you thought “But of course, that’s obvious”. True, [ … ]. The post 10 + 5 golden rules of online customer service appeared first on HelpCrunch blog.
Talkdesk
MAY 20, 2019
Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. The theme was “Navigate the Tides of Transformation,” which was fitting for two reasons. One, because the conference was at The Diplomat Beach Resort, which is located right on the beach. And two, because contact centers are at a particularly transformative point in their existence.
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teleopti
MAY 20, 2019
In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). In this latest installment on change, I consider the impact of the flood of non-stop data – driven by mobility and the internet – has on customer service.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
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TeleDirect
MAY 20, 2019
What are your expectations with your own call center? Probably higher than you’d think. Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment. That’s why many companies choose TeleDirect for their business process outsourcing (BPO) call center solution.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Integrity Solutions
MAY 20, 2019
If your employees struggle with a willingness to ask the questions that will deliver more client value, you need focus on shifting their mindsets and building their confidence. One of the biggest issues on the minds of L&D professionals working in and with financial institutions today: What separates the most effective tellers, CSRs, loan officers and other bank and credit union employees from all the rest?
Outsource Consultants
MAY 20, 2019
With healthcare providers, including medical clinics and hospitals, all feeling the squeeze to implement cost-driven initiatives, many healthcare providers are seeking outsourced solutions as a way to ease financial constraints and free up resources without degrading quality care across a heavily-regulated industry. Outsourcing has long been a common feature in healthcare, including custodial, laundry, food service, and medical supply vendors serving in support functions.
pindrop
MAY 20, 2019
Did you know that like the rest of your body, your voice is not immune from the ravages of time? Your vocal cords lose elasticity and flexibility and can even dry out. The larynx is a muscle just like any other and can atrophy, become thinner and weaker over time. Your lung size can even decrease over time. All of these natural factors can alter your voice as you age, not to mention other voice impacting health issues or a lifelong smoking habit. .
VocalCom
MAY 20, 2019
Customers are always talking about the brands they know. From word of mouth to social media posts, their comments—good and bad—can have a meaningful impact on a brand’s success. But don’t let the negative words scare you—all kinds of comments are important to a company’s growth. The more insight gained into the mindset of one’s customers, the more opportunity for designing experiences that they will love.
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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
ShepHyken
MAY 20, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. (Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.
Provide Support
MAY 20, 2019
The importance of online customer reviews. Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews. Thus it is important to create a strong online presence and maintain it by collecting customer reviews and testimonials.
ClientSuccess
MAY 20, 2019
CSMs Are Problem Solvers. Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish. But fundamentally, their focus is always on a problem. This is a solid strategy, but it’s not always the best approach to drive the metrics that matter in customer success.
bold360 Blog
MAY 20, 2019
Subscribe via iTunes , Spotify and more. When the cost of drug development has increased a few hundred fold, how do you find a way to cut expenses and time? AI to the rescue. AI is poised to make a major change in the economics of medical research, according to Crystal Black , Director of Marketing Programs for Saama Technologies , a unified, AI-enabled clinical data analytics platform. “We’re geared toward the mission of helping pharma companies save lives faster.
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.
Hello Customer
MAY 20, 2019
In the previous episode of 'Leslie Illustrates' we learned how to leverage feedback to all of the departments in an organisation. This week, Leslie explains why you shouldn't let the sole focus on customer experience reside in your frontline staff. The reasons behind NPS go further than just the service and friendliness customers receive in the store, the webshop and through customer service.
Playvox
MAY 20, 2019
Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Why? Because ongoing education for your employees is crucial to keep delivering the best customer experience. Yes, it’s another expense your budget might seem too small for, but you have to recognize just how vital great service is.
Nuance
MAY 20, 2019
Search “employee recognition” and Google serves you a trove of great think pieces that tell us something we should instinctively know – recognizing employees for a job well done matters. Recognizing our employees positively affects their happiness and morale and therefore their loyalty, performance, and productivity. It also improves the relationships between employees and managers. […] The post Customer Success: recognition matters appeared first on What’s next.
Uniphore
MAY 20, 2019
All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More.
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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.
Dialer 360
MAY 20, 2019
Today’s era a call center has honest and become the center of business. As well as the operations for several industries. Most of the center is the heart and essential part of the company. Besides the function as the primary means of communication. This is all among the company business and customer. What Is AI? Is the replication of human intelligence procedures by machines?
Customer Experience Matters
MAY 20, 2019
The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations.
Dialer 360
MAY 20, 2019
Customer experience and offering of best standard customer satisfaction. Usually, this is now the best priority for all forward. As well as a business a customer is no longer basing their loyalty on the product. This is including brand and product prices. Whereas, the integrity is far more dependent upon the service they receive. Their experience of business and their level of satisfaction.
CrazyCall
MAY 20, 2019
You might be an expert, a professional, an intermediate, or a complete newbie. It doesn’t matter. Sometimes, we all need a little advice that will help us make the next decision. Especially when you’re working in sales. New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Yet, you wouldn’t like to fall behind your competition and what they’re doing.
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!
Totango
MAY 20, 2019
We know that customer data is at the heart of everything you do, and without it, it’s not only difficult to drive customer success, but it’s impossible to scale it. That’s why we’ve been working hard on some significant enhancements to our Integration Hub recently. To date, these enhancements have included things like the ability to upload aggregate usage data and targeted execution reporting.
ChurnZero
MAY 20, 2019
ChurnZero Named a Moxie Award Finalist in the Software Category. ChurnZero is pleased to have been named a finalist in the 2019 Moxie Awards for the Software category. . “I want to congratulate our team for enabling us to be recognized among the boldest and most innovative organizations in the D.C. metro community,” You Mon Tsang, CEO & Founder at ChurnZero said. .
Uniphore
MAY 20, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
Avaya
MAY 20, 2019
When thinking about Workforce Engagement , what comes to mind? Call recording? Quality Management? Workforce Management? You wouldn’t be wrong, but Workforce Engagement has evolved into so much more. Today’s technology must go beyond the basics to empower agents with the intelligence and efficiency they need to drive deeper customer relationships and feel more immersed and fulfilled in their roles.
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
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