Callminer
MARCH 15, 2018
We decided to take a deep-dive into the latest debt collection industry figures and statistics to get a glimpse of the current state of debt collection.
Myra Golden Media
MARCH 15, 2018
If you’re on a call with a customer, and more than three, or four seconds go by, and you haven’t said a word, that’s called dead air space. You’re working… you know that. But for the customer, dead air space feels awkward. So we need to learn the best way to fill the silent seconds. Today, I’ll show you five ways to avoid the uncomfortable dead air space. 1.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
MARCH 15, 2018
A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work is less visible to customers, the back-office team provides vital administrative and support functions that contribute in no small way to […].
Myra Golden Media
MARCH 15, 2018
I was chatting with a company about a price drop. I’d bought something for my Dad and had it shipped directly to his home. Two days after the shipment arrived, I saw on the company’s website that the price had dropped by $20. So I reached out over chat, and this is what I was told: “We are constantly looking for the best prices to offer our customers, and that sometimes means a lower price is featured.
Advertisement
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.
Customer Guru
MARCH 15, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
360Connext
MARCH 15, 2018
The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. In customer experience, a personal touch can go a long way to improve a typical touchpoint in the B2B journey.
C3Centricity
MARCH 15, 2018
Did the title about data make you curious? Great! Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! However, in working with clients around the world and in numerous industries, I have found that many are lost by the wealth of information that is available to them. In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision.
Centriam Customer Experience Lab
MARCH 15, 2018
The Mall of America delights patrons with a chatbot creating a high-tech, engaging retail customer experience. With the increase in online shopping and questions whirling around the relevancy of brick and mortar shopping malls, our local retail icon, Mall of America, welcomed a new chatbot named Pepper. The chatbot can not only direct visitors to specific locations within the mall, it can talk about deals and promotions, and even connect them to an actual human being.
Amity
MARCH 15, 2018
While renewals and churn are both important metrics you should be evaluating for long-term success, they are not the only ones you should keep an eye out for. When it comes to measuring our own success as a Customer Success Manager, it is absolutely critical to keep in mind the importance of various goals and KPIs , like CSAT metrics and more. As CSMs, we’re used to bouncing off a number of metrics and statistics used to measure our customer's success but it gets a little tricky when w
Advertisement
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
Customer Experience Matters
MARCH 15, 2018
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees.
AskNicely
MARCH 15, 2018
In 2018, customer experience is everything. More big brands, more agencies, and more technology companies are investing more resources than ever to stay ahead of the competition in this new age of the customer. A recent study by Adobe showed that customers who have a less-than-stellar digital experience with your brand are 88% less likely to return for another one.
Fonolo
MARCH 15, 2018
If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success – that’s no easy feat. Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical.
TRUSTID
MARCH 15, 2018
In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. The phone agent doesn’t take the first 45 seconds of the call asking a bunch of personal questions to confirm who they are. Instead, they are greeted by a friendly voice, who quickly addresses the issue they called about.
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.
Toister Performance Solutions
MARCH 15, 2018
Losing customers isn't the only thing to worry about when there's a service failure. You've probably seen the typical angry customer studies. The numbers change, but the gist is X percent of customers will stop doing business with a company after a service failure. While not exactly an earth shattering discovery, these studies prove that good service is good for business.
NICE inContact
MARCH 15, 2018
The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview ! We made sure to choose topics that are top of mind for any customer service organization AND we brought the best industry experts to deliver them.
Mindtouch
MARCH 15, 2018
These days, the definition of customer education is expanding. Why? Because of the internet and digital transformation, of course! More specifically, customer preferences are shifting —across the entire customer journey—toward self-service. People want information, answers, and content when and where they look for it. What Is Customer Education? In a nutshell, customer education encompasses all the efforts a company puts toward creating a more informed customer.
TRUSTID
MARCH 15, 2018
In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. The phone agent doesn’t take the first 45 seconds of the call asking a bunch of personal questions to confirm who they are. Instead, they are greeted by a friendly voice, who quickly addresses the issue they called about.
Advertisement
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.
ScreenSteps Call Center
MARCH 15, 2018
When a manager sits down to "train" a new employee, the main focus is almost always on how to use the system. But that approach leaves everybody frustrated. The employee doesn't actually know the context of when she should be doing those actions, NOR can she remember everything the manager showed her. And the manager is frustrated because he notices that the employee seems to constantly interrupt him with questions.
Ameyo
MARCH 15, 2018
For a business or service provider, nothing is more painful than being slammed for slow and inactive customer support by their customers. And this is even more true in the era of social media. Any negative experience and a customer is more than ready to tag the company or service provider on social media channels complaining about the issue. Slow and delayed response not only leads to negative customer experience, it can also impacts sale and revenue of a business.
Helpware
MARCH 15, 2018
Join the On-Demand Customer Support Revolution! Grow Your Customer Support Team Efficiently. Helpware and Freshdesk have partnered to bring Freshdesk customers a “pay for performance” solution where Freshdesk customers can scale customer support teams efficiently with simple and affordable pricing. Every day at Helpware, we work on tens of thousands of customer support tickets for our clients. .
Jon Arnold
MARCH 15, 2018
Time's short for this one, but am doing another webinar with Ziff Davis. It's next Tuesday, March 20 at 2pm ET. Just finishing up my presentation now, and as the title implies, it's about the "New Voice", a broad trend that is being driven by the cloud, and emerging AI capabilities. There's a lot to talk about - no pun intended - and if you follow my work, you'll have a good idea of what to expect.
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!
NICE inContact
MARCH 15, 2018
This series has focused on the specific ways to transform your call center with a sound self-service strategy. The success of your overall program, however, relies on the balance between realistic expectations and effective communication to all stakeholders: organization, agents, and customers. In this way, you will meet and even exceed the goals you set for your contact center.
Expert insights. Personalized for you.
207 
Let's personalize your content