TechSee

APRIL 16, 2019

Many of us have worked in contact centers. It’s never been a particularly glamorous or well-paid job. And there’s now a serious talent shortage. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they&

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Guru

APRIL 16, 2019

So much of today’s customer experience happens online. Your customer’s expectation — whether they’re reaching out about an issue via chat, completing an online form for an event, phoning a call center, or browsing your website’s resources — is an effortless and efficient information transfer, so they can get back to focusing on their bottom line.

Call Center 48

Call Center Customer Experience Customer Support 48

EPIC Connections

APRIL 16, 2019

Contact Center 28

Contact Center 28

Taylor Reach Group

APRIL 16, 2019

By Colin Taylor. I read an interesting article by Jennifer J Deal at strategy+business looking at five myths we hold about Millennials. For the past number of years we have all heard horror stories about organizations that gave away iPads, spot bonuses, socially conscious and social responsible activities, but still had staff leave for greener pastures.

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Call Center Consulting Consulting Management 102

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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 16, 2019

Lead with Loyalty with Guest Sandy Rogers. Enhancing the Customer Experience Through Emotional Engagement. Shep Hyken interviews Sandy Rogers. They discuss his new book, Leading Loyalty: Cracking the Code to Customer Devotion , and the importance of empathy, responsibility, and generosity in the customer experience. The Interview with Sandy Rogers: During Sandy’s tenure at Enterprise Rent-a-Car, the company focused on improving customer service to drive loyalty.

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Scripts Enterprise Customer emotions Customer Service 243

DMG Consulting

APRIL 16, 2019

Question: We are just getting started with speech analytics. Aside from the tactical uses, what are the top ways we should use this solution to get the maximum benefits? Answer: Enterprise executives who are not thinking more broadly about the uses of solutions like speech analytics are leaving cost savings and valuable benefits on the table. Analytics-enabled quality management (AQM), capturing the voice of the customer, compliance management, and sharing/leveraging results from interaction (sp

Analytics 115

Analytics Enterprise Quality management Coaching 115

GetFeedback

APRIL 16, 2019

Providing a solid customer experience (CX) can be incredibly hard for many companies. In an increasingly competitive global market, the experience that you provide to your customers is often the only thing that sets you apart from your competitors. Getting it just right is all about asking the right customer experience questions. You need to get to know your target audience by listening to what they have to say and then taking what you learn and putting those insights into action to make changes

Customer Experience 104

Customer Experience Metrics Surveys Feedback 104

Fonolo

APRIL 16, 2019

It’s our turn. If you’ve had your eyes on the Fonolo blog for the past nine years, you know that in that time we have dedicated ourselves to bringing you news and views of all kinds that impact the customer service and contact center spaces. Sometimes, though, we have to turn the microphone towards ourselves and give voice to our own customer service happenings and the hard-working customer support contingent that buoys our own brand.

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Call Center Contact Center Engineering Construction 108

Customer Service Life

APRIL 16, 2019

This article was originally published on the FCR blog on March 22, 2019. Click here to read the original. Image by Adriano Gadini from Pixabay. I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted for live chat.

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Customer Service Accountability Customer Support Personalization 97

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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

Toister Performance Solutions

APRIL 16, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. I've got good news and bad news. The bad news is something you already know. Customer service employees struggle with listening. They misunderstand customer needs, miss important service cues, and often fail to make an upset customer feel "heard.

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Advertising Customer Service 86

Ansafone

APRIL 16, 2019

A customer journey map is a visual or graphical representation of the way the customer interacts with the website or the business. The illustration details the emotional and physical steps that the customer goes through when he or she engages with the company to fulfill a particular goal. The aim of the map is to … Customer Journey Mapping Read More ».

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Journey mapping Contact Center Feedback 86

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 78

Customer Experience 78

Totango

APRIL 16, 2019

Congratulations! You’ve won a new customer and helped them learn how to use your product or service. What happens next? In a perfect world, the customer would fully leverage it, then spread the word about your business to their friends and community. But in reality, all products and subscriptions have a learning curve that can block a customer from fully adopting the product.

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Enterprise SaaS Social media contact Education 74

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

GetFeedback

APRIL 16, 2019

With that in mind, here are the seven most important customer experience questions that you’ll want to ask your customers.

Customer Experience 84

Customer Experience 84

Aspect

APRIL 16, 2019

Most customer-focused businesses are aware of channel shift, and many are currently grappling with how to make it a success. You want to encourage your tech-savvy customers to use newer, more efficient channels, but you don’t want to irritate your loyal followers in the process. Recent research we carried out here at Aspect gives some cause for optimism in this respect.

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Chatbots Self service Surveys Customer Service 68

SharpenCX

APRIL 16, 2019

Poor morale in your contact center is the silent killer of productivity and performance. When your agents feel down and disengaged, they solve customer problems, but the work will be subpar. They’ll lack inspiration and motivation, and plummet customer satisfaction. Read More. The post 7 Data-Backed Ways to Engage Employees (Free Pizza and Branded Swag Not Included) appeared first on Sharpen Contact Center Software.

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Contact center software Morale Contact Center 64

Upstream Works

APRIL 16, 2019

In this episode of Natilik Live, Upstream Works’ Jeff Palmer discusses a future-proof CX strategy that protects brands from the potential pitfalls of silos –system, channel, or data – and highlights how choice and flexibility are key to a winning CX strategy. With the right integrations, you can provide a consistent, effortless customer experience across the full customer journey including emerging channels like Video and Social.

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Technology Customer Experience 60

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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

DMG Consulting

APRIL 16, 2019

Essential Role of Contact Centers in Digital Transformations. I’ve got a bone to pick with enterprise technology decision-makers. We’re in the period of digital transformation, but surprisingly, contact centers are sometimes left out of these initiatives. Eventually, someone reasonable comes along and points out the necessity of including the primary customer-facing department in the digital transformation.

Contact Center 59

Contact Center Enterprise Consulting Consulting 59

Connect

APRIL 16, 2019

There is little doubt that automation is the way forward for Contact Centres. It’s estimated that 85% of customer interactions will be automated before long. The human touch is still as important as ever. People don’t mind talking to machines, as long as it works well and isn’t relied upon too much. An over-reliance on automation can negatively influence a customer’s overall perception of the service.

Customer Experience 62

Customer Experience 62

NICE inContact

APRIL 16, 2019

Interactions EMEA 2019 welcomes award-winning actor, comedian, journalist, television presenter and film director – Stephen Fry as our celebrity keynote speaker! Stephen Fry’s career has spanned over many years with over 150 film, TV and audio performances, more than 20 written works, as well as 12.7 million Twitter followers; Fry’s wit and wisdom have been read, seen or heard around the globe over multiple generations.

Technology 54

Technology Cloud contact Contact Center 54

ChaseData

APRIL 16, 2019

Finding cold calling techniques that work for you and your team may seem like finding a needle buried in a haystack. When you consider the vast number of ideas, techniques, and strategies that do not work, it is easy to get discouraged in your search to find the ones that do.

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Sales Call Center Management 58

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

ConvergeOne

APRIL 16, 2019

Consumers are more informed than ever before, and their preferences and behaviors are constantly changing. They have dramatically higher expectations, demanding personalized service, more options, faster resolution, and a consistent experience across all channels of communication with a company. Customer loyalty is largely a prehistoric notion, given the ability for consumers to leverage and provide information and reviews online.

Marketing 56

Marketing Personalization Customer Experience 56

Etech GS

APRIL 16, 2019

Long gone are the days of solely focusing on customer satisfaction. While nearly every company will agree that keeping the customer experience (CX) at the forefront of any business strategy is key to maximizing growth and overall success, it’s certainly no longer the only important factor. In recent years, it’s become more widely known, understood and accepted that high employee engagement correlates to elevated customer satisfaction and gives a boost to many other signifiers of business success

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Employee engagement Surveys Feedback Sales 56

kommunicate

APRIL 16, 2019

According to research, 52% of consumers repurchase from companies which offer live chat support. That’s why growing industries prefer to integrate the live chat option with their website nowadays. Moreover, the same research finds that 79% of industrialist thinks that live chat grows sales, revenue, and customer loyalty. One of the most important factors live [.].

Sales 56

Sales Customer Support 56

CSM Practice

APRIL 16, 2019

C?m??t?t??n f?r bu??n??? ?n t?d??’? ultra-connected, global w?rld ?? f??r??. E??h d??, fr??h ?d??? ?r? f?rm?d and n?w ??m??n??? are l?un?h?d, ?nd ??t – 90% ?f ?t?rtu?? f??l. N??dl??? t? ??? (?r ??u w?uldn’t b? h?r?), ??u w?nt to b? ?n th? 10% th?t not only make it, but does it in a way that makes their customers super successful in the process. On? w??

Customer advocacy 55

Customer advocacy Upselling Management Best practices 55

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

Nexmo

APRIL 16, 2019

This is the fifth tutorial on how to use Voice APIs with ASP.NET series. In the previous tutorial, we learnt how to handle user input with ASP.NET Core. Nowadays, we use a lot of apps and services that require us to communicate with another party, usually a stranger, via phone calls or messages. Think about food delivery or taxi booking apps. One way to protect both parties is to mask their phone numbers by using an intermediary number.

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APIs Accountability 48

TRUSTID

APRIL 16, 2019

Managing your customer relationships is a company-wide effort. It involves multiple departments within an organization, including sales, customers service and IT, to name a few. While these teams are dedicated to driving sales and retaining customers, the contact center also plays an important day-to-day role that can make or break your profitable bank-customer relationships.

call center professionals 48

call center professionals Banking Call Center Contact Center 48

Robert Davis

APRIL 16, 2019

By Brad Baumunk , President and COO, Robert C. Davis and Associates. I have had a love-hate relationship with my TV/internet/home phone and mobile phone provider for 10 years. Yes, they provide all-in-one billing and one company to call for any issue, and you get discounts for having multiple services bundled. This also makes for a challenge, because every time I need to call, I get transferred from department to department to resolve what I think is a simple issue.

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Coaching Contact Center Sales Personalization 48