Call Center Weekly

APRIL 12, 2018

By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers.

Customer retention 136

Customer retention Contact Center Brand ambassadors Government 136

Contact Center Pipeline

APRIL 12, 2018

By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the work environment. Increased collaboration, leadership transparency, real-time feedback, employee growth and development—these are some of the developments that can be tied to millennials’ workplace preferences.

Feedback 100

Feedback Contact Center Call Center Management 100

Sykes

APRIL 12, 2018

“Do you think a leader should be feared or liked?”. It’s a question manager of account operations in Langhorne, Shelley Thrailkill, always asks everyone on her team when they apply for promotion. But it’s a trick question. “I’m not looking for them to tell me a leader should be feared or liked, I’m looking for them to tell me that a leader should be respected.”.

Personalization 77

Personalization Construction Accountability Technology 77

OctopusTech

APRIL 12, 2018

The explosion of billions of physical devices, systems and technologies around the globe and into our lives have provided us with an opportunity to connect to the internet while collecting and sharing data. The resultant connectivity has created efficiency and solution along with a level of digital intelligence to devices that were earlier dreamt of only in science fiction stories, thanks to the cheap processors and wireless networks, today it is possible to turn literally anything into the part

Wireless 67

Wireless Call Center Customer centricity Education 67

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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.

TRUSTID

APRIL 12, 2018

If there’s one thing that makes us truly unique, it’s our past. This is why sensitive customer information was once the banking industry’s top credential for customer authentication. After all, who else better knows the answers to your customers’ most personal questions than your customers, right? For years financial institutions have relied on the notion that only customers could possibly know the answers to their personal security questions.

Banking 64

Banking Personalization Contact Center Call Center 64

Fonolo

APRIL 12, 2018

Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead you gave yourself the opportunity to explore your imagination. If you’re an avid reader, I’m sure there’s been times where this sense of accomplishment isn’t quite reached.

Customer Experience 57

Customer Experience Chief Customer Officer Average Handle Time Call Center 57

West

APRIL 12, 2018

For today’s utility companies, keeping the power on is the most important consideration in substation management. But with more substations to run and increased demand from customers, saving time and money is more important than ever. So utilities turn to substation automation. The Blog Substation Automation: The Best Way to Track Employee Check Ins appeared first on West Corporation.

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Management 54

ForeSee

APRIL 12, 2018

There’s a lot riding on your Net Promoter Score?: It’s a closely watched KPI that drives retail strategies and influences how your brand invests its resources. Just out today, the. The post Who’s Winning on Retail NPS? Our New Report Ranks 50 Leading Brands appeared first on ForeSee.

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TRUSTID

APRIL 12, 2018

If there’s one thing that makes us truly unique, it’s our past. This is why sensitive customer information was once the banking industry’s top credential for customer authentication. After all, who else better knows the answers to your customers’ most personal questions than your customers, right? For years financial institutions have relied on the notion that only customers could possibly know the answers to their personal security questions.

Banking 50

Banking Personalization Contact Center Call Center 50

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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 12, 2018

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. This comes from this 2005 report from Bain, so it's a little out of date. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry.

Contact Center 48

Contact Center Best practices Sales Metrics 48

CSM Practice

APRIL 12, 2018

Day two at Pulse proved to be another one of learning, with a focus on a few key themes, including a strong tie to customer business outcomes. Here were my top takeaways: Every customer outcome should be concluded with a value realization step. Have the customer specifically acknowledge that they’ve seen the value in order to close the loop. Develop a process around a success plan handoff pre to post-sales.

Upselling 49

Upselling Accountability Sales Feedback 49

Customer Experience Matters

APRIL 12, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

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Transportation Surveys Customer Experience 48

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

Bright Pattern

APRIL 12, 2018

As a well established and award-winning technical support company, 80024Support had the goal of aligning their infrastructure and technology investments with its company’s vision to provide unrivaled customer experience solutions. In order to accomplish this, they needed to find a vendor (and partner) to help them safely transition to the cloud and digitally transform their contact center operations.

Customer Experience 46

Customer Experience Technical Support Contact Center Technology 46

City Communications

APRIL 12, 2018

Get a Free Try & Buy. SD Wan from City Communications is a Slam Dunk. Get more speed and lower costs. Improve security and eliminate failures. Increase the agility of your network and accommodate bandwidth needs. The list goes on and on. It is really important that you have uninterrupted connections to the cloud and your customers. Get rid of interruptions and disruptions – within your company or with other important audiences.

Consulting 45

Consulting Consulting Enterprise Technology 45

delighted

APRIL 12, 2018

We’re excited to announce that Delighted has been acquired by Qualtrics, the world leader in enterprise customer experience management. Qualtrics serves many of the largest, most sophisticated global organizations. Joining forces will allow Qualtrics and Delighted to serve organizations of all shapes and sizes, from the newly founded company to the Fortune 50.

Enterprise 42

Enterprise Customer Experience Management 42

City Communications

APRIL 12, 2018

In the wake of Hurricane Harvey, a major government agency turned to City Communications and Windstream to get their contact center stood up as quickly as possible to help the people of Houston. Thanks to an “all hands on deck” approach, City and Windstream were able to successfully stand up the Avaya contact center seats within 24 hours. “We typically don’t need to set up call centers that quickly, but it is nice to know that we can in an emergency,” said John Casa

Contact Center 40

Contact Center Government Call Center 40

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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

Quadient

APRIL 12, 2018

Top priorities for service providers today. Enterprises today are facing growing pressure from customers to digitize and streamline their processes and move from multi-channel to omnichannel platforms providing them with a better experience.

Enterprise 40

Enterprise 40

City Communications

APRIL 12, 2018

SD-WAN ( Software-Defined Wide Area Networking ) is the new buzzword in telecom. But what exactly, in simple terms, is it? One of the leading companies defines it this way: “a transformational approach to simplify branch office networking and assure optimal application performance… the underlying principle of which is to abstract the network hardware and transport characteristics from the applications that use the network. ” Is that helpful?

Transportation 40

Transportation Wireless Construction Enterprise 40

Jon Arnold

APRIL 12, 2018

Regular blog followers and/or subscribers to my newsletter will know that I've been speaking at and supporting Jeff Pulver's MoNage conference from the beginning. My history with Jeff goes back much further, and with MoNage still fairly new, it's small - but highly focused and definitely gaining momentum. Feel free to search my blog about my earlier talks at MoNage, but it's time to talk up the Spring 2018 event.

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Big data 40

City Communications

APRIL 12, 2018

If you are building a medical or dental practice, or any other business, you know what it means to be busy. So you don’t have time to negotiate with voice and data carriers. But how do you ensure you get the best rates for phone, Internet and data services? After all, you would have to consider dozens and dozens of alternatives. The answer is CityCom.

Technology 40

Technology Management 40

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

Customer Experience Matters

APRIL 12, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Toyota and Honda for delivering the best customer experience across auto dealers.

Surveys 40

Surveys Customer Experience 40

CSM Magazine

APRIL 12, 2018

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis. 82 minutes…. This is how long I waited for a customer service rep at Virgin America when my flight was canceled. No I guess you’re waiting for me to rant about how unacceptable this wait was, and bellow about how Virgin America took their eye off the ball.

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Average Handle Time Airlines Coaching Metrics 40

Brad Cleveland Blog

APRIL 12, 2018

The post Motivation and Engagement: Your Leadership Matters appeared first on Brad Cleveland.

Employee engagement 26

Employee engagement Contact Center Call Center Customer Service 26

NICE inContact

APRIL 12, 2018

Buying a self-help book doesn’t do any good if you don’t follow the advice within it. Having a nutritionist develop you a tailored diet plan doesn’t do any good if you don’t follow the diet. It goes without saying that you only reap benefits from your investments if you actively utilize them! However, every day, contact centers make investments in technology but don’t fully leverage them to reap the desired business outcomes.

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Contact Center Education Metrics Service level 11

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

Brad Cleveland Blog

APRIL 12, 2018

Employee engagement 20

Employee engagement Contact Center Call Center Customer Service 20

NICE inContact

APRIL 12, 2018

Due to popular demand, we’ve expanded the Interactions.edu agenda and added select sessions to repeat on Thursday, May 17 , giving you more chances to experience the powerful and immersive sessions with an extra day of learning. As part of the Premium Pass, Interactions.edu sessions are structured to help you boost your knowledge, reach higher productivity and extract the most from your NICE solutions.

Education 9

Education Best practices Consulting Consulting 9

Comm100

APRIL 12, 2018

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market. This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62