GetFeedback
DECEMBER 4, 2018
Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping.
Ian Jacobs
DECEMBER 4, 2018
This blog post is part of Forrester’s Holiday 2018 retail series. As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts […].
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Aspect
DECEMBER 4, 2018
Consumers are hard to pin down. Just when you think you have them figured out, they’ve moved on to something else. As Ferris Bueller said, “Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it.” The same holds true for consumers. If you don’t stop and pay attention to what they want, and what they don’t want, you could miss out – miss out on new customer acquisition, miss out on current customer retention, miss out on future business.
CX Global Media
DECEMBER 4, 2018
Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Regardless of your turnover situation, one thing is certain, the ROI (Return on Investment) on agent training is very important.
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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.
Contact Center Pipeline
DECEMBER 4, 2018
Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry! There is a transformation underway to improve customer and staff experiences, and it feels like these changes are moving at lightning speed. We appreciate […].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 4, 2018
Last week, Fonolo hosted an insightful live discussion on the three main forms of text-based communication battling for the future of customer service: Messaging, chat, and text. The expert panel discussed the impact of messages on customer service, the importance of chat, the implications of engaging through text, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.
The Center for Client Retention
DECEMBER 4, 2018
Customer Experience trends are bigger and better for 2019. Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals.
CallSource Insights
DECEMBER 4, 2018
It doesn’t matter if your industry is home services, health care or automotive repairs, in today’s Internet-centric world, expect prospective customers to do their research. In other words, long before people ever call your office, they will probably look your business up online, as well as read reviews that are posted about your service or products.
Toister Performance Solutions
DECEMBER 4, 2018
Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. One of those values was integrity. I interviewed several employees and managers to prepare for the training. None of them explained integrity the same way. Some employees were aware it was a value, but hadn't given it any thought.
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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
Nuance
DECEMBER 4, 2018
For years we’ve been talking about insider threat as the biggest cybersecurity risk. While many insider breaches are attributed to human error, the result is still the same—a cybersecurity breach resulting in a drain on the company’s finances. Ponemon Institute’s 2018 Cost of a Data Breach Study found that “the average cost of a data […] The post The real insider threat — the printer on our network appeared first on What’s next.
Ansafone
DECEMBER 4, 2018
Once you select a BPO partner , you will work closely together to pinpoint exactly what your company needs to drive its future growth. Before embarking on this venture, do some internal homework to help the contact center succeed in supporting these efforts. To ensure that you end up with a value-focused contract, identify your company’s … What to Know Before Hiring a BPO Contact Center Read More ».
Outsource Consultants
DECEMBER 4, 2018
Call center outsourcing is a logical strategy for businesses of all sizes. A recent article by Deeksha Dadu lays out the following factors to look for when picking a call center partner: Quality assurance that matches your company’s standards. Security against data theft, cyber theft, fraud, and more. KPI capabilities. Technology quality and redundancy.
Waterfield Technologies
DECEMBER 4, 2018
Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […]. The post Waterfield Technologies Announces the Acquisition of Digital DataVoice appeared first on Waterfield Technologies.
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.
AskNicely
DECEMBER 4, 2018
Dear Abby, How often should I be sending out surveys? Does survey frequency make a difference? Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey.
Satrix Solutions
DECEMBER 4, 2018
It’s been said that “the beginning is the most important part of the work.” Whether you have just taken the next step in your professional career at your existing company or have transitioned into a new organization, when you land a new leadership position, the same notion holds true. In a new role, you have a lot you want to accomplish. This means your first 100 days will be the most critical.
Avoxi
DECEMBER 4, 2018
"With a decade of customer service experience under my belt.I've experienced first hand how not taking care of yourself while busy at work can lead to flat out burnout." Jenny Dempsey reflects on the importance of wellness in contact centers, and how it can impact not only your employees but your customers as well. Can you shed… The post Employee Wellness in Your Contact Center appeared first on AVOXI.
Transparent BPO
DECEMBER 4, 2018
November 30 marked the end of the 2018 Atlantic basin hurricane season. Eight storms were recorded with two — Florence and Michael — considered major. How did Belize fare? The country was spared once again, as in recent years, which is typical for Belize (and good news for any company considering outsourcing their contact center […] The post Belize Nearshore Outsourcing: Hurricanes Shouldn’t Matter – Quality Should appeared first on Transparent BPO.
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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.
SharpenCX
DECEMBER 4, 2018
How you manage and develop your agents has the greatest impact on their experience at work. Your agents’ attitudes and feelings about their jobs are the key influencers of their success, according to a recent study from Customer Contact Week. Read More. The post Why Performance Management and Employee Development go Hand in Hand appeared first on Sharpen Contact Center Software.
GetFeedback
DECEMBER 4, 2018
Handle the downpour of live chat requests during the holiday season like a pro with these proven-to-work live chat customer service strategies.
Relay Blog
DECEMBER 4, 2018
Customer journey mapping is all the rage these days. But businesses have been trying to. The post From Touchpoints to Journeys: Transforming Your Customer Experience with Automation appeared first on Relay.
Stratifyd
DECEMBER 4, 2018
Estimated reading time: 4 minutes. Customer experience workflows often get treated like fishing with dynamite. Businesses don’t have the tools, manpower, or practices in place to efficiently analyze troves of customer feedback in order to implement change, so they typically just take a sample of insights, apply them, and hope for the best. But manually combing through customer insights leaves so much room for error that one misstep could translate to an enormous amount of stress for everyone inv
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!
CallSource Insights
DECEMBER 4, 2018
Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Hillary Duda. Title: Business Advisor. When did you start working for CS? I started working for CallSource back in September 2015. What position did you start in? I began my CallSource career as a Client Support Specialist. What is your current position?
TELUS International
DECEMBER 4, 2018
Discover three strategies for creating mobile-friendly touchpoints in the customer journey.
Nuance
DECEMBER 4, 2018
Completing reports, filling out forms, to sending emails or responding to general notes, on any given day, professionals can spend a large bulk of their time on paperwork. While manual documentation processes can have its pitfalls, from being error-prone, time-consuming, to less than efficient and costly, surprisingly, many professionals still rely solely on manual input […] The post The pitfalls of manual documentation appeared first on What’s next.
Working Solutions
DECEMBER 4, 2018
Drawing from 20+ years of experience in call center outsourcing, April Wiita, Working Solutions vice president of Program Success, offers advice on The Big Bid Theory’s podcast: “Heroes and Help for the Next Disaster. It’s Coming.” Interviewed by host Bill Culhane, April shares her experiences running on-demand contact center operations during natural disasters, including hurricanes […].
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
NICE inContact
DECEMBER 4, 2018
At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring. Maybe you’re offering limited channel choices, even voice only. If your organization is like most, you’ve been wrestling with these issues for years.
Branch Mesenger
DECEMBER 4, 2018
From robots at Walmart to how Burger King is sending customers to McDonald's -- these are the top stories we're reading this week in the world of commerce, retail, and technology. Dining Key to Brick-and-Mortar Success? We know the world of retail is changing drastically. But, just what are the current trends that are impacting how, when, and where American consumers shop?
Noble Systems
DECEMBER 4, 2018
Understanding demand; building the brand; differentiating oneself from the competition. This threefold focus is essential to achieving and maintaining market leadership. True best-practice organizations complement these with an equally rigorous commitment to customer experience, nurturing relationships at each stage of the customer lifecycle (especially post-purchase).
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