NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

Interactive Voice Response 96

Interactive Voice Response Self service contact center solutions Contact Center 96

Kristina Evey

NOVEMBER 20, 2017

Crew Takes Teamwork – Just Like CEX. Customer Experience Requires Teamwork. Teamwork was the focus of my weekend recently. Two of my kids just finished their last crew regatta of the fall season. We were up in the Leelanau Peninsula in Michigan and the scenery couldn’t have been better. We caught the last part of the colors and the temperatures were crisp and best of all… NO RAIN.

Customer Experience 98

Customer Experience Management 98

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is CX tied to revenue gains? A case study by Idaho Central Union by Avinash Bhaisa . (Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function.

Customer Service 94

Customer Service Personalization Upselling Self service 94

West

NOVEMBER 20, 2017

West is proud to announce that it received a perfect score of 100 percent on the 2018 Corporate Equality Index (CEI), a national benchmarking survey and report on corporate policies and practices related to lesbian, gay, bisexual, transgender and queer (LGBTQ) workplace equality, administered by the Human Rights Campaign Foundation. West joins the ranks of many other major U.S. businesses which also earned top marks this year.

Benchmark 75

Benchmark Surveys 75

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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.

C3Centricity

NOVEMBER 20, 2017

Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important topic. If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post.

Customer centricity 67

Customer centricity Marketing 67

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon.

Interactive Voice Response 48

Interactive Voice Response Self service contact center solutions Contact Center 48

Branch Mesenger

NOVEMBER 20, 2017

Branch Messenger already makes it super simple to manage employee schedules and swap shifts. Now, it’s even easier for your employees to manage their schedule beyond Branch using their phone’s calendar. In the newest update to Branch, your employees can now synchronize their schedule with Google Calendar or iCal. To Update Branch, please click here>>.

Accountability 48

Accountability Personalization Management Technology 48

Etech

NOVEMBER 20, 2017

Live chat makes interacting with existing and potential customers much more efficient. Studies have found when companies implement live chat services, it significantly improves customer satisfaction because of the ability to assist customers as soon as an issue arises. In today’s world we want our issues handled swiftly, accurately, and conveniently, and chat offers this.

Consulting 48

Consulting Consulting Customer Service Customer Support 48

VocalCom

NOVEMBER 20, 2017

The old saying that “the customer is always right” has never held more importance. These days, providing great products and service is not enough—great experiences matter the most. In this digital age, customers may easily praise or criticize your brand on social media, enticing your competitors to step in and lure your followers away. To create the kinds of experiences that win loyalty, make your customers the top priority–and avoid these six costly mistakes.

Customer Experience 48

Customer Experience Contact center software Interactive Voice Response Feedback 48

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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

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Stafford Communications

NOVEMBER 20, 2017

Do You Make Your Winning Employees Feel Like #Winners? Good employees – the consistently high performers, the culture-builders, the ones who represent the future of your business – generally exist in one of two states: either they feel highly appreciated or they feel taken for granted. It really is that binary. And if that last statement leaves you scratching your head, struggling to remember the last thing you did to make your good employees feel appreciated, it’s probably safe to assume they d

Healthcare 45

Healthcare Employee engagement Call Center Consulting 45

Talkdesk

NOVEMBER 20, 2017

Top sales reps are familiar with the ongoing battle between quantity of calls versus quality of conversation. More of one meant less of the other; they could choose to make more calls or have more meaningful conversations, but couldn’t have both. A successful sales professional cuts through the noise and sell more by focusing on three key objectives: higher call volume, better conversations and faster rep ramping.

Sales 40

Sales Coaching CRM Best practices 40

Uniphore

NOVEMBER 20, 2017

Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company , it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impac

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Enterprise Technology 0

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. One of the biggest changes happening in customer service right now is in automating the customer experience.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

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