InTheChat
FEBRUARY 26, 2019
As digital customer service increasingly becomes the norm, live chat is quickly growing in popularity as a customer support channel. According to Forrester’s Kate Leggett: Chat offers many benefits to the customer: companies can quickly connect customers to. The post The importance of live chat for digital customer service appeared first on InTheChat.
Taylor Reach Group
FEBRUARY 26, 2019
The process of implementing any new technology in your Contact Center can often be daunting. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? I am going to walk you through the technology acquisition process with proven strategies that will enable your organization to easily and effectively chose the most suitable technology.
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Bright Pattern
FEBRUARY 26, 2019
Overall customer satisfaction is the No. 1 way brands can set themselves apart from their competition. And a key component of this is how they communicate with their customers and deliver exceptional customer service in the channels of their choice. Brands know this and are seeking partners who can help them deliver complete omnichannel experiences in the shortest time, with minimal disruption and cost.
CrazyCall
FEBRUARY 26, 2019
Think of how you answer each of the calls you receive. When it’s your mom calling, you probably start with something like “Hey mom, how are you doing?”. If it’s your mate, most likely you answer with “Yo, dawg! What’s up?”. And when it happens that you get a call directly from your boss, I guess you go with something like “Yes boss? What’s the issue?
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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.
Callminer
FEBRUARY 26, 2019
I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ to think about the impact of a call center on the emotional divide the article highlights. The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
FEBRUARY 26, 2019
To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.
Nextiva
FEBRUARY 26, 2019
Even the most secure systems — including blockchains — are prone to breaches. Professional hackers and cyber criminals carry out many of these breaches but you don’t need high-tech skills and equipment to penetrate a computer network. A little dose of social engineering would do. We learn this lesson from ancient history to the latest […]. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing C
ijgolding
FEBRUARY 26, 2019
Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is seriously valuable. So with the future health of the business at stake, it’s worth knowing how to keep each customer, and that’s where customer feedback comes in.
Vonage
FEBRUARY 26, 2019
Your business serves ultra-connected customers who expect a consistent experience through every channel. So, the more channels, the better, yes? Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). So how can you pull that off? . The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.
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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
Fonolo
FEBRUARY 26, 2019
Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service. When you boil it down, great customer service is about having a positive influence on the customer’s experience of your organization. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.
Totango
FEBRUARY 26, 2019
It’s a familiar story. You’ve won a great new customer and it seems like it’s time to celebrate. But then they don’t fully adopt your product or service, and they stop buying or unsubscribe. What went wrong? Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding.
SharpenCX
FEBRUARY 26, 2019
Too few responses to your customer satisfaction surveys is your kryptonite. Lack of input from your customers puts you on the shortlist to deliver customer experiences that don’t meet expectations. Your customer satisfaction surveys give you a channel to solicit. Read More. The post 7 Ways to Encourage Customers to Take Customer Satisfaction Surveys appeared first on Sharpen Contact Center Software.
Noble Systems
FEBRUARY 26, 2019
Scalability is a serious problem for contact centers in just about every industry. There’s only so many calls and customer interactions an agent can handle manually in a day. So, that forces you to continually hire new contact center agents if you want to reach more customers. Hiring new agents seems like a straight-forward solution. However, the 27% annual turnover rate for customer service employees is the highest of any department in the business world.
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.
Playvox
FEBRUARY 26, 2019
Your customer service team carries a lot of weight on its collective shoulders. After all, they’re responsible for representing an entire company and making a positive impression on a constant stream of consumers: if they do a bad job, the repercussions can be severe.
ConvergeOne
FEBRUARY 26, 2019
In my last blog post, I discussed the differences between hyper-converged infrastructure and traditional data center infrastructure. Now that you understand the value of shifting to hyper-converged infrastructure, what do you do next? Let’s say you’re preparing for your data center refresh. You’re planning for some growth in storage and performance, and you have to future-proof for the next three or perhaps even five years.
Toister Performance Solutions
FEBRUARY 26, 2019
Small businesses can struggle to get an edge over larger competitors. They don't have the built-in name recognition of a big brand. Advertising dollars are limited. The latest technology is expensive beyond reach. And many aren't able to compete on price. But there is one area that the big chains consistently overlook—online review sites like Yelp, OpenTable, and TripAdvisor.
ClientSuccess
FEBRUARY 26, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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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.
Interaction Metrics
FEBRUARY 26, 2019
Customer Surveys: Pros and Cons The Pros They’re quick. They’re cheap. They allow customers to vent, which can boost opinions of your company. When customer surveys are done well, they: Provide digestible, quantitative data. Uncover nuanced qualitative insights. Enable progress to be tracked over time. But despite the benefits of a great survey, it’s dangerously easy […].
Kristina Evey
FEBRUARY 26, 2019
Shownotes – Where are the hassles your customers encounter when using the product or service you provide regardless of who they … Read More Episode 40 – The Benefits of Hassle Maps. The post Episode 40 – The Benefits of Hassle Maps appeared first on Kristina Evey.
Voiance
FEBRUARY 26, 2019
Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare? Why is one company giving a detailed list, while another company is being more vague with what its services include?
Infinity
FEBRUARY 26, 2019
Technology plays a vital role in the travel industry. From improving the customer experience, enabling efficient operating systems, and helping you capture the overseas market there is a technological cog available to fit into every clock of your business. To keep up-to-date with every emerging technological advancement would be an unrealistic feat.
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!
CX Global Media
FEBRUARY 26, 2019
The Contact Center Virtual Summit is a 3-week contact center event and the world’s largest virtual contact center conference. Taking place from May 19 th through June 2 nd , this event features a focus on frontline agent performance during the entire contact center agent life cycle. If you’re a solution provider that has solutions that are used on the frontline or improvise the performance of the frontline, then I’d like to give you the opportunity to put forward your solution or case study to p
Strikedeck
FEBRUARY 26, 2019
Shep shares how to make CX the heart of your brand, and how to weave CS into the mix.
GetFeedback
FEBRUARY 26, 2019
The right NPS survey will help you build long-lasting relationships with your customers.
Clarabridge
FEBRUARY 26, 2019
For this week’s topic of spam, I want to remind you of this Monty Python sketch from 1970. It starts with customers trying to order a breakfast in a diner. The waitress details what’s on the menu: “Well, there’s egg and bacon, Egg, sausage and bacon, Egg and spam, Egg, bacon and spam, Egg, bacon, sausage and spam, Spam, bacon, sausage and spam, Spam, egg, spam, spam, bacon and spam, Spam, sausage, spam, spam, spam, bacon, spam, tomato and spam, Spam, spam, spam, egg and spam, Spam, spam, s
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
Chip Bell
FEBRUARY 26, 2019
Rain comes in many forms. It can be a downpour that leaves you soaked; a shower that leaves you damp, or a mist that leaves you regretting you did not bring an umbrella. Folks in Seattle even call a heavy fog a version of rain! Rain is also a metaphor for a service experience that leaves a customer disappointed. . Every organization in the world knows a soaking disappointment is a no-no.
Nuance
FEBRUARY 26, 2019
With professionals increasingly on the move and many more working outside the office, it’s not surprising that documentation tasks, once relegated to desktop computing, are moving to mobile devices. Today, thanks to powerful new mobility solutions, like professional-grade documentation apps, it’s not only becoming easier, but also a growing necessity, to empower employees with the […] The post Documentation and enterprise mobility appeared first on What’s next.
Connect
FEBRUARY 26, 2019
When a customer contacts a business, it is usually because they are experiencing a problem or have a question they need an answer to. Understandably, they are probably frustrated and in a bad mood to start with.
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