How Will Contact Center Channels Change in 2019?
Bright Pattern
MARCH 13, 2019
Wed.Mar 13, 2019
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Innovative Approaches to Improve Your BPO Call Center
Ansafone
MARCH 13, 2019
In order to build a high-performance call center, you must set higher goals than simply streamlining operations and lowering costs. Today’s BPO call centers deliver industry expertise and business insights that help companies develop innovative customer care solutions. With the right BPO partner and a forward-thinking approach, your business will be poised to manage changing business … Innovative Approaches to Improve Your BPO Call Center Read More ».
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How Customers Move Through The Five Layers of Self-Service
Mindtouch
MARCH 13, 2019
The average user today has endless sources of information available at their fingertips. That explains why the majority of people choose self-service first. Most people would rather handle things themselves, and they know that they’ll likely find the answer just by reaching for the nearest internet-enabled device. Moving through the five layers of self-service.
Amaze It Forward
ShepHyken
MARCH 13, 2019
You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. Some people don’t realize that the Pay It Forward movement was started by a movie of the same name, which was based on a book by Catherine Ryan Hyde.
Reimagine Your Communications With A Unified Platform
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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.
Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation has enormous appeal as an efficient, affordable option for companies that lack the human staff to effectively manage the workload in the contact center (one of the top 3 challenges […].
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Why Employees Quit Managers, Not Jobs
Kristina Evey
MARCH 13, 2019
You’ve seen the press about managers leaving companies because of their managers, not their jobs. I’ve had two conversations this … Read More Why Employees Quit Managers, Not Jobs. The post Why Employees Quit Managers, Not Jobs appeared first on Kristina Evey.
Google, the GDPR, customer experience and trust
Eptica
MARCH 13, 2019
Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. Published on: March 13, 2019. Author: Pascal Gauvrit - CTO The General Data Protection Regulation (GDPR) has had an enormous impact on every organization operating in the European Union. Tighter rules on the use and protection of personal information mean that businesses must now ensure they take a different approach to data processing.
Who is responsible for employee development?
5CA
MARCH 13, 2019
A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty.
Tapping Into The Power Of Experience Management
Customer Experience Matters
MARCH 13, 2019
Last week, I gave two presentations at the Qualtrics X4 Summit that focused on how to adopt experience management (XM). Here’s a glimpse of that content… First of all, let’s get aligned: what do you expect to see in the future? More or less demanding customers? (I say more) More or less demanding employees? (I say more) More or less access to data and analytics?
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.
4 Reasons Why So Many Moving Companies are Switching to Hosted Phone Systems
FluentStream
MARCH 13, 2019
Cloud-hosted systems save the average business 40-70% on their monthly phone bill. We know that’s a bold claim, so let’s break down exactly where all those savings. Read More. The post 4 Reasons Why So Many Moving Companies are Switching to Hosted Phone Systems appeared first on FluentStream.
3 Reasons Why Marketing is Important to Your Customer Care
Interactions
MARCH 13, 2019
Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. As a marketer it’s important to be involved in every part of your customer’s experience, as any point of contact can have a major impact on future revenue and customer retention. In fact, according to a recent study by Forrester , most CMOs believe customer experience (CX) is a higher priority now than in the past, largely due to t
Project Management Professionals: Certification Matters at Global Response
Global Response
MARCH 13, 2019
Project management is a very important skillset at an outsourced call center. The success of client implementations, software integrations, IVR updates and marketing campaigns depend on the professional at the helm. Today, more. The post Project Management Professionals: Certification Matters at Global Response appeared first on Global Response.
Performance Management Takes Your Reporting to the Next Level
NICE inContact
MARCH 13, 2019
I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took extra effort. I also had less flexibility – if my dog wanted his head out the back window, I couldn’t do it while I was driving, making him wait.
The Open CCaaS Advantage Report
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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.
Is Your Organization’s Focus on Projects Hurting Efficiency?
Cyara
MARCH 13, 2019
In my role at Cyara, I regularly have discussions with our customers about forecasting, funding, and resource allocation in their organizations. In my most recent interactions with two customers, I came to realize that organizations may be overlooking a great opportunity to make their business more efficient.
How to Turn NPS® Detractors Into Promoters
GetFeedback
MARCH 13, 2019
The Net Promoter Score® (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters),
Why Customer Experience is a Marathon Full of Sprints
CX Journey
MARCH 13, 2019
Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.
3 reasons to use a Knowledge Base with Salesforce Lightning
Unymira
MARCH 13, 2019
Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.
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!
Episode 42 – Creating a Successful CX Strategy
Kristina Evey
MARCH 13, 2019
Bain & Co reports that 80% of companies feel they deliver an excellent customer experience. But, only 8% of their … Read More Episode 42 – Creating a Successful CX Strategy. The post Episode 42 – Creating a Successful CX Strategy appeared first on Kristina Evey.
How to Develop your Digital Customer Experience
Ann Michaels and Associates
MARCH 13, 2019
In today’s crowded marketplace, brands are finding it more difficult to differentiate themselves from one another. When you have multiple brands in multiple industries offering the same products you do, you need to give customers a reason to choose you over them. Many brands today are working to find that differentiation in customer experience. In fact, experts believe that by 2020, customer experience will be even more important than price or product quality in differentiating one brand from an
4 Reasons Why Moving Companies are Switching to Hosted Phone Systems
FluentStream
MARCH 13, 2019
Cloud-hosted systems save the average business 40-70% on their monthly phone bill. We know that’s a bold claim, so let’s break down exactly where all those savings are coming from. Since your calls are using internet bandwidth instead of physical. Read More.
Stratifyd & QA Part I: Meet Clay Raynor
Stratifyd
MARCH 13, 2019
Estimated reading time: 2 minutes. Quality assurance (QA) is one of the most important factors in establishing a positive customer experience and satisfaction. QA guarantees everything we are delivering to our customers meets the high standards of quality expected in the industry. Since our founding in 2015, Stratifyd has built a solid team of dedicated QA professionals, including Lead Quality Assurance Engineer, Clay Raynor.
Reimagining CX: How to Implement Effective AI-Driven Transformations
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Not a trust fall, but a trust rise to the occasion
Nuance
MARCH 13, 2019
Who do you trust? Why do you trust them? For me trust is the measure of a true friend. If I don’t trust someone, then that person and I aren’t close. There is something so instinctual with feeling the security and safety of trust. In fact, safety needs are primal — just after our physiological […] The post Not a trust fall, but a trust rise to the occasion appeared first on What’s next.
Optimizing Call Centers for Today’s Communication Technology
ChaseData
MARCH 13, 2019
Are you looking for ways to bring your contact center into the modern day? Do you feel like your facility looks like it was built two decades ago – and little has changed since then? Do you ever laugh at just how outdated some of your technological solutions are? How about your dialers, your call distribution software, your analytics – are they all up to date?
Who is responsible for employee development?
5CA
MARCH 13, 2019
Staff engagement has a variety of factors that employees should give attention to, and one of these factors that I am particularly passionate about is employee development.
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.
Why Customer Experience is a Marathon Full of Sprints
CX Journey
MARCH 13, 2019
Image courtesy of CX Network Today I'm pleased to share a guest post by Chanice Henry of CX Network. According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. The report saw nearly 270 responses from the CX community, with each participant providing insight on the trends, challenges, and investments shaping customer experience.
The Strategic Value of Customer Service
Brad Cleveland Blog
MARCH 13, 2019
There are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. Only a small percent of organizations harness the true strategic potential of the insight that comes from customer service.
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