Callminer
SEPTEMBER 12, 2017
Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.
Contact Center Pipeline
SEPTEMBER 12, 2017
I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on the modern workplace is hard to deny. In recent years, millennials’ expectations have been reshaping the workplace into more flexible, collaborative and transparent environments. These types of changes will only become […].
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Call Center Weekly
SEPTEMBER 12, 2017
By Sheree D. Kenner Have you ever called customer service and the representative sounded bored out of their mind? Or perhaps, they were inexperienced and nervous, and all you heard was “um" or "uh” combined with a lot of dead air. If so, that was a support center that didn’t understand the importance of tone. Tone indicates confidence, professionalism, and communicates interest.
ijgolding
SEPTEMBER 12, 2017
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the month of September is an annual signal of impending change.
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Fonolo
SEPTEMBER 12, 2017
Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Taylor Reach Group
SEPTEMBER 12, 2017
By: Turaj Seyrafiaan. A few years back, I meet with a potential client. During these meetings, I routinely asked about the current operation of the Contact Center, what changes they had initiated (along with the results) and what pain points they were currently facing. In this meeting, she walked me through all the recent efforts in installing new technologies (such as CTI) and procedural changes resulting in a “much more efficient call handling”.
HGS
SEPTEMBER 12, 2017
As a CX professional, when security breaches happen, you’re responsible for customer concerns. Your company will be defined by its response. The post 4 Customer Service Lessons from the Equifax Cyberattack appeared first on Team HGS Blog.
Aspect
SEPTEMBER 12, 2017
Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center. But this trend is just a fraction of what brands need to do to meet shifting consumer expectations.
AskNicely
SEPTEMBER 12, 2017
Today, we’re excited to announce a $6.7 million strategic capital raise with the fine folks at Blackbird Ventures. We’ve also launched AskNicely for iPhone – the first mobile app to allow staff to monitor and act on NPS in real-time, from anywhere. So yeah, we’ve been quite busy. Over the past year, we’ve increased revenue by almost 4X, opened offices in Portland, Oregon and Auckland, New Zealand, and grown to a team of 22 very nice people all laser focused on the pursuit of repeat,
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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
Natalie Petouhof
SEPTEMBER 12, 2017
Tweet Whether you are a CEO, a CIO, a CTO, a CMO or the head of Customer Experience, Customer Service or Digital Transformation, you know software can be an amazing invention. It can be part of the key to digitally transforming your businesses in so many ways. In fact, here’s just a few of the ways digital transformations can take shape… Digital Transformation and Software can help in the area of human capital by: Increasing employee engagement, creating a passionate culture, increas
AskNicely
SEPTEMBER 12, 2017
Today, we’re launching our brand new mobile app, AskNicely for iPhone. We think you’re going to love it – it’s a big deal for the small screen! We’re (finally) making NPS mobile. Over the past three years, we’ve worked tirelessly to make it super easy to collect, analyze and action customer feedback using our browser based-app. To take NPS to the next level, you need a simple way to get a given customer’s feedback into the hands of the right person, immediately.
Strategic Contact
SEPTEMBER 12, 2017
“Bad guys” seem to be lurking around every corner these days. They steal customer information and break into networks and systems. The recent massive data breach at Equifax has spurred action by a host of companies to plug leaks in security.
DMG Consulting
SEPTEMBER 12, 2017
The AI Revolution: What’s Real and What’s Not . It’s hard to find a product today that doesn’t claim to use machine learning to provide artificial intelligence (AI). The funny thing is that the marketing has changed while most of the products have not. It’s amazing how so many products have supposedly morphed into AI-based solutions overnight, despite little evidence of any product development effort.
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.
Natalie Petouhof
SEPTEMBER 12, 2017
Tweet. Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18 billion in 2014, is expanding at a compound annual growth rate of 12.83 percent, on track to be worth $7.65 billion by 2019 , Markets and Markets projects.
DMG Consulting
SEPTEMBER 12, 2017
Question: What does digital transformation mean for contact centers? Answer: Digital transformation, the integration of digital technology into all aspects of business and society, and the operational and cultural changes associated with its use, is being seen in contact centers across industries and verticals. Digital transformation of contact centers has quickly become an expectation for prospects and customers who want to interact with businesses according to their preferences, rather than wh
CX Journey
SEPTEMBER 12, 2017
Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.
Verint
SEPTEMBER 12, 2017
Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Today, there are six main categories of branch formats: flagship, advisory, digital self-service, pop-ups, lounges and traditional.
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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.
Toister Performance Solutions
SEPTEMBER 12, 2017
Calling customer service is a pain. Most of us don't want to call customer service. Three things in particular make the call miserable: The first is Interactive Voice Response (IVR) systems that try to deflect calls by repeatedly offering self-service. It's the reason why we repeatedly press "0" or yell "Live Person!" into the phone. The second is being put on hold.
LiveChat
SEPTEMBER 12, 2017
Working in customer service is like solving jigsaw puzzles. Every case has a different shape, color, and there’s always one perfect place where you can put it. In the morning, you deal with a lady who has received her new phone, but it’s not working. After a lunch break, you try to calm down a man who calls for the fourth time this week to ask about his payment problem.
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