Thu.Feb 20, 2020

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Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI

Inbenta

Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured. One of the main indicators that can be taken into account is contact economy, which is based on the number of contacts avoided by phone or email. While figures vary depending on solution providers, it is commonly admitted that implementing a self-service tool allows businesses to reduce the number of incoming contact

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7 Steps to Unbeatable Customer Service Management

HelpCrunch

Check these 7 elements of topnotch customer service management to make sure you're nailing it. The post 7 Steps to Unbeatable Customer Service Management appeared first on HelpCrunch blog.

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Trending Sources

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5 Main Tactics to Improve Contact Center Service Level (Part 2)

Injixo

In the first part of this article, we touched upon why call center service level is an important KPI for your business. We also discussed the two proven ways that help CC professionals like you to improve service level in your contact center.

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Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

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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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Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others. Some lessons bring pleasure […].

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Why Customer Service Requires Consistent, Reliable Results

TeleDirect

What’s the ONE major factor that ultimately determines your customer service capability? According to some business owners, it’s all about speed. A rapid, responsive customer service communication platform lets clients know their issues are taken care of. Speed is important, no doubt about it. If you’re slow to respond to any inquiry about products & service (including, of course, your own customer service portal), customers will eventually seek a solution elsewhere.

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Time is of the Essence: Keep customers waiting at your peril

Fonolo

Today’s consumer is busier than ever. Digital technology hasn’t just made instant communication possible, consumers have come to expect it. This new but rapidly proliferating expectation of ‘always-on’ support — particularly from tech companies — has businesses scrambling to find ways to meet it. Artificially intelligent automation could help provide this level of customer support, as long as it’s executed well.

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Checklist for Digital Transformation

Interactions

First off, let’s start by establishing that digital transformation for customer experience is truly a transformation. It’s not as simple as adding an additional channel such as a chatbot, but more about elevating the entire customer experience. This requires backend integration and process design across all (existing and new) channels and touchpoints to create a seamless and effortless digital experience. .

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The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service. About The Non-Designer’s Design Book. FROM THE PUBLISHER: For nearly 20 years, designers and non-designers alike have been introduced to the fundamental principles of great design by author Robin Williams.

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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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What Is: Telephone Echo

Spearline

Telephone Echo. What is Telephone Echo? What causes Telephone Echo? What is Echo Cancellation? 1. What is Telephone Echo? Echo is a headache and frustration that often invades telephone communications. Echo is the phenomenon wherein speakers hear their own voice echoed back after a brief delay. Although some technologies mitigate many causes, echo is still a problem even with the advent of VoIP.

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Moving VOC to the center of the enterprise once and for all

Tethr

The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders. What is VoC and why does it matter? Voice of the customer (VoC) refers to a collection of customer commentary regarding their desires, needs and expectations from a company’s products or services.

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“Unlock your Potential”: ADP Canada and the Secret Behind Customer Service Success

Fonolo

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. I sat down in conversation with Sidhu at the tail-end of 2019, the year that his team took home the prestigious Customer Obsessed Award from the Customer Service Professionals Network (CSPN) annual conference

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3 Essential Ingredients to Digitally Transform Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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De-mystifying Business Messaging

Concentrix

Learn why business messaging is on the rise and what it can do for your business. The post De-mystifying Business Messaging appeared first on Concentrix.

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Why You Can’t Uplevel Customer Satisfaction Without Agent Satisfaction

NICE inContact

You can’t move Customer Satisfaction without moving Agent Satisfaction — and the data explains just how direct the link is. According to a Gartner survey, 86% of CX executives believe Employee Experience (EX) is the most important factor in delivering Customer Experience (CX).

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Join us at HIMSS 2020

Nuance

It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action. There’s much to see, much to do, and many people to […] The post Join us at HIMSS 2020 appeared first on What’s next.

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Engage Work-At-Home Staff With These 5 Best-Kept Secrets

Playvox

Studies show that the work-at-home call center population is seeing a 25% annual growth. Although this is great news as work-at-home staff experiences up to 50% less attrition than regular contact center employees, managing a remote workforce presents a whole new set of challenges in terms of communication.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Start Your Online Consulting Business With Only 500 Calling Minutes

VirtualPBX

You can make headway today in starting your own consulting business on the side. All you need is 500 nationwide calling minutes from VirtualPBX. 500 minutes is how much you receive when you sign up for the VirtualPBX 500 Unlimited User Plan. It provides you with a number of professional features like a Business Phone Number and Call Forwarding. And more than anything, it gives your consulting business a necessary outlet for reaching your clients.

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The role of AI in content moderation

TELUS International

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5 Main Tactics to Improve Contact Center Service Level (Part 2)

Injixo

In the first part of this article, we touched upon why call center service level is an important KPI for your business. We also discussed the two proven ways that help CC professionals like you to improve service level in your contact center.

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Join us at HIMSS 2020

Nuance

It’s hard to believe, but HIMSS Conference 2020 kicks off in just a few weeks. This annual event remains an essential global program where healthcare, health information, and technology professionals can advance their education, expand their networks, and see the latest technologies in action. There’s much to see, much to do, and many people to [.] The post Join us at HIMSS 2020 appeared first on What’s next.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Three missed call benchmarks for online universities: Are you missing out?

Infinity

For a prospective student, calling up a potential university is a big step. It usually comes after deep chats about life goals, a long period of research, and a lot of personal reflection. Maybe they want to apply, maybe they have questions, maybe they want reassurance. Whatever the reason, when they pick up the phone they’re ready to invest in changing their life.

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Building a Proactive Data-Driven Customer Success Engagement

CSM Practice

At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified.

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How to Do Customer Service the Right Way: Say Goodbye to Automated Messages

A Better Answer

Have you ever called your bank or cable TV provider only to be greeted by an automated message? As you listen to the options, annoyance mounts because your purpose for calling doesn’t seem to match any of the prompts or you just have a quick question and can’t seem to get to a human being.

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Review: Most Read BPO Blogs

Working Solutions

Welcome to Working Solutions Monthly News Update Today’s savvy consumers demand great customer experiences so it pays to stay current on relevant news and trends. At Working Solutions, we strive to offer our clients expertise, insights and results by leaning on our 20+ years of business process outsourcing experience. Be sure to follow us on LinkedIn, Twitter and Facebook to […].

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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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4 Times When Marketing Really Nailed It: How Experiential Marketing Wins Big for Brands

CSM Magazine

The parameters of what constitutes a great marketing campaign have changed enormously over the decades, once upon a time it was sales figures alone that caused a stir amongst the internal management teams. Now we hold so much more stock in online sentiment, engagement and brand authority, all of which often have a knock-on effect to sales, but when times are tight, creating lasting brand awareness is what pays dividends.

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Can a Chat Bot Replace Your IVR System?

ChaseData

For a long time, now, contact centers have relied heavily on the interactive voice response system - also known as IVR - to direct consumer traffic and create self-service options. It makes sense; a good IVR system can lower labor costs, improve efficiency, and enhance customer experience. But could a chat bot be doing the same thing? These days, companies are using chat bots to accomplish numerous tasks that were once the job of live agents.

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Introducing the Poly-integrated Amazon Connect CCP Quick Start for AWS

Plantronics

Accelerate your Amazon Connect deployment with Poly headsets and devices Contact centers globally are amid a seismic shift where their organizations increasingly are coming under pressure as they must adapt to new realities driven by data security, customer preferences and less time to test, plan and execute new IT projects – all the while having [ ] The post Introducing the Poly-integrated Amazon Connect CCP Quick Start for AWS appeared first on Poly Blog.