Contact Center Pipeline
DECEMBER 27, 2018
Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer: I […].
Nextiva
DECEMBER 27, 2018
Below is a summary of the advantages and disadvantages of VoIP phone systems. If you’d like to jump right to the summary table, click here. VoIP Advantages and Disadvantages: Overview Defining VoIP VoIP: Advantages VoIP: Disadvantages Using VoIP Services at Home IP Telephony for Businesses How to Switch to VoIP Defining VoIP VoIP (Voice over […].
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GetFeedback
DECEMBER 27, 2018
The term "customer experience" gets thrown around a lot, but what does a great customer experience look like? Here are five qualities that define it.
ProProfs Blog
DECEMBER 27, 2018
Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Without offering a delightful service experience to customers , your business may suffer in the long-run, since dissatisfied customers can jeopardize your business. Customer service processes are complex, which include handling a flood of tickets, interacting with multiple departments for issue resolution, etc.
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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.
Global Response
DECEMBER 27, 2018
Great experiences are emotional experiences and emotional experiences are memorable. And, often times, the memory of an experience is more important than the experience itself! At Global Response, we make it our more. The post Being Memorable Makes A Difference appeared first on Global Response.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Service Life
DECEMBER 27, 2018
When it comes to remote work, many of us picture the ease of lounging on our couches in our PJs while plugging away on our laptop. But if we’re not mindful, this way of life can cause our overall well-being to fall off track. Meet Caylin White, Sales, Marketing, and Account Representative in Atlanta, Georgia for VIPdesk Connect. She’s sharing her self-care wins & struggles while working remote in this episode of AvoCAREdo.
GetFeedback
DECEMBER 27, 2018
Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.
Ansafone
DECEMBER 27, 2018
Advancements in technology have revolutionized how companies interact with customers. Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like. The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ».
GetFeedback
DECEMBER 27, 2018
The benefits of online surveys are vast. In fact, Pew Research noted that online surveys are one of the cheapest, most convenient means of data collection that include very limited influence from social bias. Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your orga
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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
SharpenCX
DECEMBER 27, 2018
You know the moment when you finish your morning meeting with 30 minutes to spare? Or, when you snag a donut and still make it to work on time? Better yet, when one of your agents wraps up a case. Read More. The post How to Keep Employees Engaged by Celebrating Micro Wins appeared first on Sharpen Contact Center Software.
ProProfs Blog
DECEMBER 27, 2018
Surveys are the most convenient and the best way to collect feedback about a product or service. However, while it may seem easy to get respondents to take the survey, it is not so in reality. About 75% of online surveys fail to get their minimum anticipated survey response rate. As an online surveyor, you may want to improve your survey rate. A good response rate for your survey is no less than a badge of honor.
Ann Michaels and Associates
DECEMBER 27, 2018
Unless you’ve been hiding under a rock, you know that online reviews are all the rage now. I love reading reviews…whether it’s booking a hotel, trying out a new restaurant, buying a new laptop, or even renting a movie. I read reviews so often and so thoroughly that it drives my husband crazy. He tells me that there will always be a few negative reviews because you can’t please everyone.
Relay Blog
DECEMBER 27, 2018
Nobody likes to wait. Whether it’s in line at the grocery store, with a number. The post If It’s Broken, Fix It: The Power of Real-Time Network Monitoring appeared first on Relay.
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.
GetFeedback
DECEMBER 27, 2018
You’ve created a great survey. Now how do you get people to take it? Use these simple strategies to maximize your online survey response rates.
Customer Experience Matters
DECEMBER 27, 2018
Last year Temkin Group labelled 2018, The Year of Humanity. With all of the discord and tension throughout the world, it seemed like a good time to promote the following mindset: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion. Tune into the condition of the people around us and care about their well-being.
Kayako
DECEMBER 27, 2018
What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place. All this and more is part of a relationship between you and the consumer called the customer experience (CX).
TELUS International
DECEMBER 27, 2018
'Personalization' has helped to define the modern customer experience. Learn why this trend will continue in 2019.
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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.
ChaseData
DECEMBER 27, 2018
Are you overpaying your call center agents? Many call center managers are without even realizing it! While paying your staff adequately and in a timely manner is important, so is keeping your company financially stable. Doing both is about striking a balance in your payroll department.
CallSource Insights
DECEMBER 27, 2018
An interview with one of CallSource’s Automotive Key Accounts Managers, Greg Semerdjian. Name: Greg Semerdjian. Title: Key Accounts Manager. When did you start working for CS? January 2013. What position did you start in? Customer Care. What is your current position? Key Accounts Manager. You’ve held quite a few positions in CallSource. Care to walk us through those?
Hero Digital
DECEMBER 27, 2018
Today, the customer journey spans across digital channels (websites, mobile apps, smart TVs) and physical ones (in-store shopping, face-to-face financial planning meetings, doctor-patient appointments). No matter the industry, customers expect a frictionless journey across every touchpoint, online and off, as if there were no separation between them.
Playvox
DECEMBER 27, 2018
Quality assurance has the power to transform your contact center or customer service department, enabling your agents to keep growing their skills through careful evaluation.
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!
Working Solutions
DECEMBER 27, 2018
In 2019, Working Solutions begins its 23rd year serving clients and their customers across many different industries, from consumer services to healthcare to hospitality. Working with diverse businesses generates new ideas and opens up opportunities for cross-industry contact center solutions. It also attracts a good mix of customer service reps, whose skills could be broad-based […].
CX Journey
DECEMBER 27, 2018
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on March 28, 2018. Change is hard. But it’s even harder when you don’t have a clear sense of the outcome – and how you’ll achieve that outcome. Your culture transformation, your employee experience transformation, and your customer experience transformation are not cake walks.
ProProfs Blog
DECEMBER 27, 2018
You must have heard this a lot: Customers want their issues resolved, and they want it done now. And why shouldn’t they? They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. When it comes to instant support, we think of live chat and chatbots. They both have resulted in more sales, revenue, and a boost in customer loyalty.
Certified Languages International
DECEMBER 27, 2018
Contrary to common misperception, English is not the official language of the United States. In fact, the U.S. is among only a handful of countries worldwide that don’t have a federally established official language. Embracing linguistic diversity dates back to our country’s founding, and has paved the way for a rich tapestry of more than 350 languages spoken in U.S. homes at last Census Bureau count.
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
Toister Performance Solutions
DECEMBER 27, 2018
As 2018 winds to a close, it's time to take a look back at the past year. One thing I like to do is review my blog to see which posts resonated the most with readers. There were a couple of surprises here, including my most popular one. #1: A Hidden Reason to Be Polite to Rude Customers Serving angry, obnoxious, or rude customers is one of the most difficult aspects of customer service.
Pointillist
DECEMBER 27, 2018
By Swati Sahai Today, customer intelligence isn’t just about collecting and analyzing CRM data. It is about truly listening to each customer, embracing their needs and using that data to respond to them in an appropriate way and in a timely fashion. To improve their organization’s customer intelligence capabilities, leading business intelligence (BI), marketing analytics and customer intelligence (CI) professionals are now employing journey analytics to analyze an ever-expanding range of custome
Liveops
DECEMBER 27, 2018
12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.
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