Thu.Jan 09, 2020

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Improving the Agent Experience

Contact Center Pipeline

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders are increasingly aware of just how much is at stake when there is a lack of corresponding investment in their workers and the work environment. Employees’ expectations of employers have been […].

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The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. While that level of customer support may only seem aspirational, it’s actually quite achievable when you deploy the right technologies to drive the right outcomes.

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To respond, or not to respond, to that tweet

TELUS International

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What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Blog

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. While most people think that acquiring customers is the key to every successful business.

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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.

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A checklist for starting to measure customer experience

Lumoa

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.

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Providing World-Class Support with Front

Nicereply

“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done. It turns your email inbox into a flexible platform where you can easily organize communication, get context for decisions, and take action faster with your team.

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Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books. But since this is the start of a new year, we found inspiration from being healthier (both physically and in business). . Check out the video below to hear Adam’s one win that you can take away from Younger Next Year to improve your organization’s customer experience and customer service.

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How to Improve Your Customer Expansion Strategy

Totango

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue.

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UX fundamentals: The concepts, process, and proving the value

GetFeedback

An overview of the key concepts within UX, the process for effective UX design, and how to prove its value. .

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The Open CCaaS Advantage Report

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.

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An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.

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6 New Years Goals For Contact Centers

Spearline

We are all accustomed to the phrase “New Year, New You” With the celebrations completed and the holidays wrapping up, it’s always good to set goals for yourself in the new year. Starting fresh and trying to change your routine is something that is positive and necessary, paving a path of new opportunities and changing your outlook for the better.

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What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that. But today’s contact centres can offer so much more to customers.

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Ready for 2020? Put training at the top of your new year priorities.

Nuance

The widespread availability of a diverse range of healthcare information technologies is staggering and awesome. Never before have healthcare providers had such vast and, indeed, good tools and technologies at their disposal—tools that promise improvements to patient outcomes, financial impact, sharing of useful data, and provider satisfaction at work.

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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!

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The Long View on Contact Centers – 2020 and Beyond

Plantronics

The death of the Contact Center has been greatly exaggerated. The industry continues to thrive with a growing workforce that increasingly plays a central role in supporting organisations to meet evolving customer needs. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog.

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Ready for 2020? Put training at the top of your new year priorities.

Nuance

The widespread availability of a diverse range of healthcare information technologies is staggering and awesome. Never before have healthcare providers had such vast and, indeed, good tools and technologies at their disposal—tools that promise improvements to patient outcomes, financial impact, sharing of useful data, and provider satisfaction at work.

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AI Can Take Your Customer Complaints Management To The Next Level – Here’s How!

Wowdesk Blog

Gone are the days when the workforce was taken as an indicator of your company’s growth – more the number of employees means more the profits and vice versa. Thanks to the advent of AI for taking over this outdated narrative. We might sound one from the pro-AI bench right now but we have legit reasons to do so in some cases; especially in the field of Customer Complaints Management as that’s something to take place 24/7 a week and 365 days a year.

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5 Essential Customer Data-protection Tips for Your Business

Working Solutions

In a story that made international headlines in 2018, British Airways was targeted by hackers who seized the private data of about 500,000 customers. So serious was this security breach that the UK government levied a fine of more than $200,000 on the airline. And as big as that fine was, it was small potatoes […].

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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What are the Five C’s of Employee-Centric Company Culture?

Etech GS

In today’s competitive recruiting environment, the significance of an engaged and active company culture can’t be overstated. The statistics reveal that 94% of executives and 88% of employees believe a distinct workplace culture is crucial to organizational success. A company culture that is employee-centric impacts everything from employee productivity and happiness to customer retention and market growth.

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Understanding the Buying Experience Improves the Sales Process

Cincom

Sales organizations strive to increase the velocity, volume and frequency of sales, and in many cases, this effort concentrates on … Continue reading "Understanding the Buying Experience Improves the Sales Process". The post Understanding the Buying Experience Improves the Sales Process appeared first on Cincom Blog.

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2020 Collaboration Preview - Our BCStrategies Podcast

Jon Arnold

Last week, I posted about our BCStrategies 2019 in-review podcast for the collaboration space, and we’ve followed that up now with our 2020 outlook. As always, there’s no shortage of perspectives, and we had 13 analysts and consultants share their views on what the year ahead holds. I don’t think you’ll find a richer set of perspectives in one place anywhere else, so this podcast will be time well-spent ( as would be our 2019 review podcast).

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Strategies for Boosting Outbound Sales in Your Call Center

ChaseData

Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

Robert Davis

By Brad Baumunk , President and COO. This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe. After you believe the trainee may have achieved an acceptable level of competence at a new skill, it’s time to observe them giving an uninterrupted demonstration of the new skill in real time.

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Hindsight May Be 20/20 But CX Needs a 20/20 Vision

Creative Virtual

By Mandy Reed, Global Head of Marketing. They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. However, that’s not enough to attract new business and build a loyal customer base.

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11 Amazing Tips for Building the Successful Outbound Calling Strategies

Dialer 360

Several factors determine the fate of the outbound calling campaigns. Some of them are always in control and command of call center supervisors. So, smart strategies and cunning moves at the right time would be enough to tackle most of the nuisances in a call center. However, it is more important to analyze and understand your business needs first. For instance, insurance business would demand a different script than the home service organizations.

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Employee Engagement: A Key Metric in All Service Environments

Brad Cleveland Blog

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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An Effective Guide for The Call Center Software

Dialer 360

Nowadays, call center software is managing modern call centers dynamically. It is helping them to develop more intelligent campaigns, promote sales, and offer better customer services. This is one side of the coin. Let’s see the other side when there was no software incorporated with call centers. Yes, I am talking about the entrepreneurs and pioneers of the first call centers in the world.

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Employee Engagement: A Key Metric in All Service Environments

Brad Cleveland Blog

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results.

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What Do Call Centers Need to Know About Call Center GDPR Compliance?

Dialer 360

Contact centers have to manage and fix various chaos regularly. Either it is a staffing issue or an economic concern, contact centers are in a state of perpetual endeavor. In such a hectic milieu, the call center GDPR compliance may not be top of mind. However, gone are the days of carelessness. With the new enforcement of General Data Protection Regulations (GDPR), the European Union has changed the way of data usage altogether.