Wed.Dec 12, 2018

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12 Tips to Find Time for Coaching

Contact Center Pipeline

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on a consistent basis. You wouldn’t exercise just once in a lifetime and say that you were done. The same is true […].

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How Call Centers Can Help Close the Customer Experience Gap in 2019

Transparent BPO

U.S. brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We are living in a market where customers are increasingly free agents and where adoption and abandonment occur at a fast pace and […] The post How Call Centers Can Help Close the Customer Experience Gap in 2019 appeared first on Transparent BPO.

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Inbound Call Centers Need to Deliver Exceptional Experiences in an Omnichannel World

NICE inContact

Inbound call centers face rising expectations from their customers to deliver exceptional experiences in an increasingly omnichannel world. Our new 2018 Customer Experience (CX) Transformation Benchmark surveyed over 2000 consumers across the US, the UK and Australia to get their insights on customer experiences. The results were clear in that consumers want true omnichannel service from inbound contact centers and are willing to switch from companies that provide poor service.

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Be Different

ShepHyken

If you compete head-to-head with your competition, you may win or lose. If you compete by being different, you stand out. And, that’s a win. Over the years I’ve talked with many clients who are looking for ways to disrupt a competitor and/or win more business from existing customers. When we dig deep, I’ve found many clients are trying to compare themselves directly with their competitors.

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The 2023 Verint Experience Index: Retail

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

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Guru Secures $25M Series B Funding

Guru

We are excited to announce that Guru has secured $25 million in a Series B funding round. Thrive Capital is leading the round, with participation from our existing investors Emergence Capital , FirstMark Capital , Slack Fund , and Michael Dell’s MSD Capital. With this new funding, we will invest in further growth and innovation to transform how knowledge workers access the knowledge they need to do their jobs.

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15 Benefits of Event Sponsorship Most Companies Ignore

Nextiva

Studies show that events and experiences improve how audiences feel about brands. They also give you a strong push when it comes to driving sales. Over 90% of consumers feel positive about brands after participating in an event. While around 85% will likely buy from you, the benefits of event sponsorship don’t end there. Here’s […]. The post 15 Benefits of Event Sponsorship Most Companies Ignore appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva B

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Top 6 LinkedIn and Facebook Sales Groups (To Level Up Your Skills)

CrazyCall

Social media has made us connected like never before. With just a few clicks we can reach the CEOs of the biggest companies, famous celebrities or even presidents of (some) countries. We can use these powers in two different ways: We can either: share pictures and videos of our goofy dogs and cats. or. use it to develop our skills and exchange the knowledge, tips, and insights.

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How are you Improving Service in 2019?

OrecX

While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat.), voice is still the number one communication channel. Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason. Heading into 2019, you need to ask yourself, "What am I going to do different this year in my call center to improve my customer service levels?

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A Coaching Framework to Sail Through the Holidays

SharpenCX

Let’s face it: the holiday season is stressful. All that cheer and joy comes jam-packed with lofty time management expectations and an added dose of expenses. Everyone has too little time and too many priorities. I blinked and we’re half-way. Read More. The post A Coaching Framework to Sail Through the Holidays appeared first on Sharpen Contact Center Software.

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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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How CX is central to Digital Transformation

Eptica

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Author: Pauline Ashenden - Marketing Manager All businesses are focusing on digital transformation as they endeavor to become more agile and fast-moving, embracing digital channels to compete against new entrants in changing markets.

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Selective Audio Controls: Improving Call Agent Skills Through Voice API Features

Nexmo

Creating a great contact center experience comes down to agents. Crucial to any agent’s success is the training he receives, not just on day one but throughout his tenure. Training shouldn’t stop with the close of the onboarding process and brands that focus on continual improvement for their staffs realize improved NPS scores, brand loyalty, […].

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Episode 27 – Does Your Culture Empower Great Customer Experiences?

Kristina Evey

Shownotes #27… Does Your Culture Enable and Empower the CX? Culture – it’s simply the way things are done within … Read More Episode 27 – Does Your Culture Empower Great Customer Experiences? The post Episode 27 – Does Your Culture Empower Great Customer Experiences? appeared first on Kristina Evey. Shownotes #27… Does Your Culture Enable and Empower the CX?

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The Human Side of the Customer Experience

Ann Michaels and Associates

In today’s digital world, people are spending more time online as screens become larger, web connections faster, and more people own smartphones. With so many online businesses vying for a customer’s attention, brands need to focus more than ever on making meaningful connections to stand out. Companies that singularly focus on digital tools but do not invest in the customer experience can expect to fall behind.

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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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How to Optimize Call Center Agent Scripting

NICE inContact

Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier. . Maintain regulatory compliance.

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Tested B2B Marketing Ideas You Can Use Today

Genroe

There’s a ton of information out there on how you can best market your product or service. But most of this information isn’t targeted to B2B, instead focusing on B2C businesses. The good news is that there is plenty of cross-over. But how do you know what works for B2B and what doesn’t? Well as […]. The post Tested B2B Marketing Ideas You Can Use Today appeared first on Genroe.

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Customer Support and UX: Two Sides of the Same Coin?

kommunicate

As a designer building a Customer Support Saas product, one thing that really hit me early on is how similar the basics of Customer Support and UX are. Being in a lean team, I have had the opportunity to collaborate with people from different roles. It helps us build and ship features that matter within a short period [.]. The post Customer Support and UX: Two Sides of the Same Coin?

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Why Should Travel & Hospitality Companies Care About Customer Experience?

Ameyo

What is the first word that comes to your mind when you think about the reasons for the growth of a business? If you said “customer experience’’ then you probably know those companies that consistently offer best-in-class customer experience to their clients. More so, in case of the travel and hospitality industry. People love to travel […]. The post Why Should Travel & Hospitality Companies Care About Customer Experience?

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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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Improving Profitable Call Center Metrics By Using Predictive Analytics

Calltools

Metrics drive the success of any call center. They convey current performance and provide the foundation for future goals. In today’s IoT (Internet of Things) landscape, analyzing big data is now a crucial factor that must be embraced by call centers for collections, customer service, and sales. How does this work? Below is an overview for each type of business: Predictive Analytics for Collection Centers The days of cold calling in the hopes of finding the one debtor who will actually pay are f

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Tucows Selects Talkdesk to Deliver Personalized Experience to Customers

Talkdesk

Tucows is a leading internet services provider with thousands of customers and millions of end users around the globe. Tucows grew from a small startup in 1993 to become the world’s largest wholesale domain name registrar. They believe that “The internet is the greatest agent for positive change the world has ever seen.”. The company is growing rapidly, but must stay agile enough to offer a world-class customer experience in the midst of fast growth and continually changing business needs.

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At the end of the day…create value

Nuance

I was asked this week by an analyst firm, “How do you create value for your customers?” Value is defined in both tangibles and intangibles. The tangibles are dollars, time, and quality. Dollars are measured with cost savings, additional revenue or profit. Improved efficiency is measured in time savings. And quality is typically measured with […] The post At the end of the day…create value appeared first on What’s next.

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3 CMS Call Center Monitoring Resources You Need to Know

Certified Languages International

We’re quickly barreling toward the Centers for Medicare and Medicaid Services ( CMS ) call center monitoring period, which will ramp up in February 2019 with its Accuracy & Accessibility Study (the Timeliness Study is performed quarterly). CMS developed its 5-star rating system to measure the quality of CMS ’s Medicare Advantage (MA) Plans and Medicare Prescription Drug Plans (Part C and Part D, respectively) to ensure its beneficiaries have access to affordable, high-quality cov

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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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Websites and Apps: Friends or Rivals?

CSM Magazine

Now that mobile-only customers seem to be outnumbering desktop-only ones, many users and businesses find themselves at a crossroads, as they have to choose between different IT communication strategies. Many businesses are faced with a dilemma – whether they should choose a mobile app or a mobile site. In fact, there are good and bad things about either, as what works great for some customers may not work at all for others.

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Is “slow and steady” your best career move?

Nuance

“Slow and steady wins the race” in fables. But how would the words “slow and steady” look on your next performance review? How long should a patient wait for critical test results? How long should it take to process a lawyer’s billable time, so clients can be invoiced? How quickly should you respond to […] The post Is “slow and steady” your best career move?

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How can energy companies reduce their call waiting times?

Infinity

"Your call is important to us. Please remain on the line until an agent is available to take your call. We will be with you momentarily.". How many times have we heard this? What do we feel when we hear this generic tone demand more patience from us? Frustration? Irritability? Anger? If we’re feeling it, then our customers are feeling it. We are one and the same.

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Here's How To Measure Quality Assurance In Customer Service

Playvox

How do you measure the quality of the service you offer across channels?

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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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Top 5 Qualities of a Great Customer Success Manager

Amity

The Customer Success Manager role is a challenging one. These individuals will be facing both internal teams and external customers, trying to strike a happy balance between both while making the customer experience everything that it can be. Instead of putting out individual fires on a one-time basis, this role requires someone to find big problems that customers are having, communicate with the marketing and product teams, and find solutions.

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Marketing Manager

Stratifyd

DO YOU WANT TO JOIN A FAST-GROWING TECH COMPANY? Stratifyd, Inc. is a B2B tech company located in Charlotte, NC and is fundamentally changing the way brands analyze the voice of the consumer. By enabling real time visibility into what customers are saying, we reduce the time to value and allow brands to make business decisions quickly. We are members of the 2018 Mastercard Start Path class and the Microsoft ScaleUp program.

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Marketing Operations Manager

Stratifyd

DO YOU WANT TO JOIN A FAST-GROWING TECH COMPANY? Stratifyd, Inc. is a B2B tech company located in Charlotte, NC and is fundamentally changing the way brands analyze the voice of the consumer. By enabling real time visibility into what customers are saying, we reduce the time to value and allow brands to make business decisions quickly. We are members of the 2018 Mastercard Start Path class and the Microsoft ScaleUp program.