The Call Center School

APRIL 24, 2019

And How to Prepare Agents for the Job. The days of the call center , a center where service to customers over the phone alone is handled, is long gone. In the early 2000s centers slowly started expanding the number of channels and started calling themselves contact centers. This trend continued and the number of channels continued to grow, turning contact centers into multi-channel centers where customers can choose to get in touch with companies using the channel of their preference.

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Call Center Weekly

APRIL 24, 2019

By Diana Aviles I’ve chatted with speech analysts from all walks of life. They speak many languages and are versed in different speech analytics solutions. Despite the fact there are some differences in approaches, we can all agree on the one thing, we consistently struggle to get our organizations to understand: you still need to listen to the calls.

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Analytics First call resolution Education Customer Experience 175

NICE inContact

APRIL 24, 2019

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges. To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently

Contact Center 71

Contact Center Call Center Sales Technology 71

Aspect

APRIL 24, 2019

Winning the CX Iron Throne. Call the banners; winter is here. The final season of Game of Thrones is upon us, and it’s shaping up to be the most wildly anticipated television premiere of all time. Great battles will be fought, blood will be shed and, heaven forbid, we’ll have to say goodbye to some of our most beloved characters before the Iron Throne is won and the Night King is vanquished.

Customer Experience 76

Customer Experience Technology Marketing Contact center software 76

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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

APRIL 24, 2019

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience. Otherwise, the concept would be called surprise and disappoint. Nobody wants that! A while back, I interviewed Matt Dixon on Amazing Business Radio about the wonderful book he co-authored with Nick Toman called The Effortless Experience , where they cover the s

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Customer Service Customer Experience 282

Lumoa

APRIL 24, 2019

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.

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CrazyCall

APRIL 24, 2019

There is a lot of talk on the topic of sales. Everyone tries to find the best solution that will help them improve their sales skills. Some people choose courses, other mentoring but the most go on a hunt for the best sales book. Why is that? List of top sales books: Think and Grow Rich by Napoleon Hill. Steal Like an Artist by Austin Kleon. Jab, Jab, Jab, Right Hook by Gary Vaynerchuk.

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Sales Marketing 104

ProProfs Blog

APRIL 24, 2019

This is the age of instant gratification and your business cannot survive if you fail to delight your customers with an instant resolution to their problems. Rise above your customers’ expectations, especially when it comes to customer service. There is no other way out. It is daunting to delight customers after the sale has happened and offer them an exceptional service experience consistently.

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Customer Service Journey mapping Entertainment Customer Support 92

Cisco - Contact Center

APRIL 24, 2019

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, once we find them.”. Psychologists indicate that humans have a deep aversion towards ambiguity.

Contact Center 93

Contact Center Scripts Self service Management 93

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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

Surveys

Fonolo

APRIL 24, 2019

It seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and sp

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Contact Center Technology Customer Service Call Center 78

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

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Morale Surveys Metrics Customer effort 68

SharpenCX

APRIL 24, 2019

Company leaders leave $483 to $605 billion on the line each year by brushing employee engagement and empowerment under the rug. That’s the astronomical cost of lost productivity from actively disengaged workers in America. Gallup’s State of the American Workplace. Read More. The post 8 Can’t-Miss Gallup Employee Engagement Statistics: Key Facts You Need to Know from Gallup’s State of the American Workplace Report appeared first on Sharpen Contact Center Software.

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Employee engagement Contact center software Contact Center 69

NICE inContact

APRIL 24, 2019

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just a few sample data points to back this up: 89% of customers are willing to buy more products and services from a business that delivers a great customer experience.

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Sales Customer Service CRM Customer Experience 54

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.

Customer Experience

NobelBiz

APRIL 24, 2019

NobelBiz takes over the controls of Nex Interactive, a leading manufacturer of Hosted Contact Center Cloud-Based Systems. Just weeks ago, NobelBiz announced its preparation for an important contact center industry acquisition. “Since that time, all final details were confirmed as an ‘all systems go’,” said NobelBiz Executive, Tim Tinnel, who oversees the assimilation of the two companies.

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Contact Center Enterprise Marketing Technology 52

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly.

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CX Journey

APRIL 24, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.

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Government Metrics Accountability Customer Experience 57

VHT

APRIL 24, 2019

Remember when most websites were hard to navigate, hard to read and featured color schemes of yellow and lime green? When the web was new, businesses rushed to deploy the technology before thinking about user experience. And in many cases, it was a disaster. We seem to be in a similar phase with chatbots. While these automated conversationalists can help customers get fast answers, they can also trap people in dead ends, unable to find what they need and getting more frustrated by the minute.

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Chatbots Customer Experience Healthcare Banking 48

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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.

Self service

TRUSTID

APRIL 24, 2019

It makes sense that having information upfront can help us make faster, more educated business decisions. So when it comes to identifying customers over the telephone channel, validating callers early in the authentication process works to the advantage of contact centers. Doing so helps organizations achieve many things, such as reducing the risk of fraud, speeding up the problem-solving process, and improving customer satisfaction rates, all of which play an important part of a business’s over

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call center professionals Contact Center Engineering Education 48

Interactions

APRIL 24, 2019

We live in an age where we frequently come in contact with retailers. Whether you are buying groceries in your local supermarket, online shopping with your favorite clothing brand, trying on makeup at a large department store or searching for a birthday present in a toy store catalog, the retail industry is large and diverse. Given the large breadth and depth of retail offerings, retailers have significantly shifted their focus to customer experience to differentiate themselves and provide custo

Self service 48

Self service Technical Support Surveys Healthcare 48

Stratifyd

APRIL 24, 2019

Estimated reading time: 5 minutes. Think about two of your favorite websites or mobile apps. Have you ever wondered why you’re so drawn to them? Your decision to click on a website or download an app is partially conscious thought, and partially clever user experience (UX) and user interface (UI) design. With modern companies putting so much effort into customer-centric products and devices, it’s not surprising that an impressive UX and UI design enhances the overall customer experience (CX).

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Engineering Morale Customer centricity Customer retention 49

5CA

APRIL 24, 2019

Customer experience (CX) must be one of the most popular catchphrases being used by businesses today. Companies are embracing the idea and investing in creating a strong customer experience, which includes good customer service. Current research from Forrester and Gartner argues that this will be the biggest differentiator companies will compete on in the next few years, ahead of price or quality.?.

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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!

Feedback

bold360 Blog

APRIL 24, 2019

You likely already know that customer experience is directly correlated with business success. You also probably have heard a ton about how AI is driving the future of customer experience (CX). What you may not know is how big of a game-changer AI really can be. A study we conducted with Forrester Consulting found that organizations with a more advanced approach to CX, including leveraging omni-channel and AI technologies, see an increase in revenue and conversion at double the rate of other c

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Multichannel Surveys Consulting Consulting 45

Nuance

APRIL 24, 2019

I recently saw statistics on what contributes to our health and was surprised to see that individual behaviors contributed 40% while genetics were only 30%. I also recently had the pleasure of hearing a keynote from Dr. Vivek Murthy, former U.S. Surgeon General. Given his vast knowledge and experience, I expected to hear an in-depth […] The post At the end of the day… we need each other appeared first on What’s next.

Healthcare 44

Healthcare 44

Helpware

APRIL 24, 2019

Customer service is one of the toughest jobs out there. To be good at customer service , one must be able to put their own needs aside for their working hours and be able to concentrate fully on other people. Focusing solely on the needs of others can be mentally and emotionally exhausting, this is why consistently great customer service representatives can be hard to come by.

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Customer Service 42

Natalie Petouhof

APRIL 24, 2019

Tweet. Editor’s note: This is among our most popular articles, so we’ve recently updated to keep things fresh. There’s one thing all successful businesses have in common. They know that without incredible customer service, the quality of their offerings means nothing. They go the extra mile to make their customers […]. Click here to view original web page at www.salesforce.com.

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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

Journey mapping

Helpware

APRIL 24, 2019

Customer service is one of the toughest jobs out there. To be good at customer service , one must be able to put their own needs aside for their working hours and be able to concentrate fully on other people. Focusing solely on the needs of others can be mentally and emotionally exhausting, this is why consistently great customer service representatives can be hard to come by.

Customer Service 40

Customer Service 40

Cisco - Contact Center

APRIL 24, 2019

Jim Croce’s posthumous #1 hit “Time In a Bottle” was noteworthy for two reasons – one, it had a waltz tempo, and two, only three instruments were used to produce the song. More importantly – Croce had it right when he penned “but there never seems to be enough to do the things that we want to do, once we find them.”. Psychologists indicate that humans have a deep aversion towards ambiguity.

Contact Center 40

Contact Center Scripts Self service Management 40

Whitepages Pro

APRIL 24, 2019

Our latest product innovation, Transaction Risk API , was specifically built for easy integration into sophisticated machine learning (ML) models and is designed to help eCommerce merchants, marketplaces, payment processors, and others manage payment fraud. In our three part Transaction Risk API blog series, we have covered why we built it , how we built it , and today we will walk through what value it brings to the market.

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APIs Marketing Engineering Metrics 40