Myra Golden Media
AUGUST 3, 2018
Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. I immediately made screenshots of my chat and sent the images to my Cleveland client. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.
Call Center Weekly
AUGUST 3, 2018
By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. - Warren G. Bennis Leadership is an art and a science. It is an art because it continually evolves, changes form, and requires creativity.
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ShepHyken
AUGUST 3, 2018
This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. “Good customer service is essential for a successful business.” This is a statement that is rarely disputed by most business owners.
Beyond Philosophy
AUGUST 3, 2018
Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fail to get results. Colin has led hundreds of successful programs and understands the key issues to avoid. Listen for actionable steps you can take today. The post Why Customer Experience Programs Fail appeared first on.
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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.
HelpCrunch
AUGUST 3, 2018
Want to improve customer communications at your SaaS company? Read these five tips based on science and our own experience. The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 3, 2018
The point of sale is an incredibly important time for retailers to engage their customers. However, most are stuck using outdated feedback methods (think receipt questionnaires and kiosk surveys) designed to collect mass feedback rather than reveal key customer experience issues. Generic and impersonal, these point-of-sale surveys do a poor job of uncovering meaningful insights.
ijgolding
AUGUST 3, 2018
The word ‘disruption’ is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded – whether it be as long as one hundred years ago, or as recently as ten years ago.
Customer Service Life
AUGUST 3, 2018
This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new omnichannel platform.
Tenfold - Contact Center Blog
AUGUST 3, 2018
The growing size of today’s consumer market sets the stage for entrepreneurs and companies of varying capacities to take part. The US consumer market alone was at $1.5 trillion in 2016. And this number is continuously increasing. According to an article from AdAge , US Gen Y or millennials are also swiftly increasing their slice of the pie, spending more than $200 billion annually. .
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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
Jive
AUGUST 3, 2018
As companies entice applicants with phrases like “telecommuting,” “remote work,” and “flex time,” it tasks IT departments with making this perk a reality. Of course, an effective policy and management style helps, but without the proper technology and tech support, remote work doesn’t stand a chance. How can your IT department help enable remote work?
Mindtouch
AUGUST 3, 2018
MindTouch for Salesforce has arrived! Our brand-new Salesforce integration is specifically designed to boost agent efficiency and make customers happier. It is a seamless knowledge base experience within the CRM that can help shorten mean time to resolution, limit context switching, and reduce frustrating (and time-consuming) repetition. How does MindTouch for Salesforce work?
GetFeedback
AUGUST 3, 2018
Retailers need more personalized methods for engaging their buyers. See why traditional point-of-sale surveys don't work for modern retailers.
SharpenCX
AUGUST 3, 2018
Think about your favorite brand, and see what comes to mind. It’s the feel-good fuzzies you get when you remember your trip to Disney World. Or the oh-so-powerful moment where you set your personal record on a run in your new Nikes. You have a collection of interactions, a tiny jar in your brain filled [.]. Read More. The post How to make your customer service experience more human appeared first on Sharpen Contact Center Software.
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.
TeamSupport
AUGUST 3, 2018
Competing in the business world can create excitement. Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group.
Eptica
AUGUST 3, 2018
Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Published on: August 08, 2018. Author: Pauline Ashenden - Marketing Manager Telecoms is central, even essential, to our lives. We are constantly connected and rely on communications to interact with family and friends, to work, shop, scroll, stream and generally unwind.
Global Response
AUGUST 3, 2018
ETail 2018 took its omnichannel conference to the historic city of Boston in early August, where it hoped to change the industry future. Or, so said its slogan: Transforming Retail. Together. The conference, more. The post ETail 2018 Took on Leading Topics Like AI, Unified Commerce appeared first on Global Response.
OctopusTech
AUGUST 3, 2018
Club Factory is a leading E-Commerce Website and App that sells a wide range of products across multiple categories to customers in several countries. They offer great quality products at unbelievably low prices. That is what makes Club Factory one of the top choices for customers for online shopping. How we helped? Octopus Tech teamed up with Club Factory to provide them customer support across multiple channels including voice and chat.
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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.
DMG Consulting
AUGUST 3, 2018
DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report.
OctopusTech
AUGUST 3, 2018
Established in 2008, Tek Corner is the only Canadian company providing 4 innovative services which are Canadian IPTV service, World IPTV service, home phone services, and High-Speed Internet via Fibre and Cable to their customers. For the past decade, they have been providing customers with cutting-edge services at affordable prices. How we helped? Octopus Tech provided Tek Corner with Technical Support Services that helped them troubleshoot their customer’s issues regarding setup of IP based ph
Integrity Solutions
AUGUST 3, 2018
By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. Developments like AI, data analysis and other technologies are heralded for their ability to enhance contact center efficiency by, for example, automating routine tasks and routing callers to agents.
OctopusTech
AUGUST 3, 2018
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. How we helped? Octopus Tech Solutions provided them with Telemarketing Services that helped them generate advertisers for their site, which in turn led to revenue enhancement for their business.
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!
Integrity Solutions
AUGUST 3, 2018
The human touch is more critical than ever in a contact center environment that is being increasingly driven by technology. By Bruce Wedderburn Over the past few years, contact centers have dramatically increased investments in emerging and disruptive technologies to help improve key efficiency metrics. Developments like AI, data analysis and other technologies are heralded for their ability to enhance contact center efficiency by, for example, automating routine tasks and routing callers to
OctopusTech
AUGUST 3, 2018
Launched in 1988, Giftex is a leading exhibition organizing company. For the past 30 years, Giftex has offered a platform to buyers and sellers of gifts and stationery to meet one another. Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. How we helped? Octopus Tech provided Giftex with lead generation services that help to enhance their sales and overall revenue.
Momentum Telecom
AUGUST 3, 2018
Engaging in educational environments is a surefire way to increase your ongoing sales. All experienced reps have a secret weapon they rely on to help them close deals, whether it’s an emotional pitch, a trustworthy relationship, or simply a way with words. These are practical tactics, though there’s one approach that many reps are still missing out on: ongoing education.
OctopusTech
AUGUST 3, 2018
Established in 2008, Tek Corner is the only Canadian company providing 4 innovative services which are Canadian IPTV service, World IPTV service, home phone services, and High-Speed Internet via Fibre and Cable to their customers. For the past decade, they have been providing customers with cutting-edge services at affordable prices. How we helped? Octopus Tech provided Tek Corner with Technical Support Services that helped them troubleshoot their customer’s issues regarding setup of IP based ph
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
TeamSupport
AUGUST 3, 2018
Competing in the business world can create excitement. Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group.
OctopusTech
AUGUST 3, 2018
Alberta Independent Media is an Online Magazine/Blog which provides an in-depth and logical analysis of the news as it is reported, as well as analyses social and political issues, important to everyday Canadians. How we helped? Octopus Tech Solutions provided them with Telemarketing Services that helped them generate advertisers for their site, which in turn led to revenue enhancement for their business.
Jon Arnold
AUGUST 3, 2018
It's been fairly quiet lately on the blog front, as well as my broader activities, and I think summer just might have something to do with that. Read what you may into that, and while the content is light, my August newsletter is now out. The main highlight - especially if you're new to the newsletter - is a set of links to the podcasts I've produced so far, and I hope you find those of interest.
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