ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. However, there are enough examples that prove that companies can analyze the data to categorize it, find patterns and provide personalized recommendations to their customers.

Self service 184

Self service Chatbots Personalization Interactive Voice Response 184

Dialer 360

AUGUST 31, 2018

Customer service representative work in different companies. This is a responsibility to make sure customers of the company. The customer also provided with efficient service regarding concern and questions. Furthermore, the customer is individual want to inquire about something company asking or assistance. Customer support representative communicates with the customer to give them information.

Customer Service 21

Customer Service Call Center Customer Support Personalization 21

SharpenCX

AUGUST 31, 2018

The customer service industry toggles between the terms call center and contact center, but what’s the difference? Or is there one? Often, people talk or ask questions about call centers, but they really mean contact center. The terms, though frequently used interchangeably, have two distinct meanings. Today, we’re identifying these distinctions, so we can all [.].

Contact Center 52

Contact Center Call Center Contact center software Customer Service 52

Beyond Philosophy

AUGUST 31, 2018

Many times, people do not say what they mean or what they are thinking. Why is this? What are the implications on a customers experience? In this special interview with expert Steven Gaffney we look at the role of honest communication to improve workplace quality and the Customer Experience. Find out more at [link]. The post Why People Don’t Say What They Mean?

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Customer Experience 269

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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.

ProProfs Blog

AUGUST 31, 2018

Delightful customer experience! A motto every company wishes to follow and abide by at all times. But is it really possible? Guess what, statistics like: Annually US companies lose $62 billion due to bad customer service. 74% customers switch to a different option in market if their purchasing experience has been too difficult. 51% customers never go back to the same organization after experiencing one negative instance.

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Customer Support Sales Marketing Accountability 129

DMG Consulting

AUGUST 31, 2018

The Next Act: The AI-Enabled Contact Center. In 2005, 13 years ago, I published the book The Real-Time Contact Center. My goal in sharing the concepts in this book was to provide a technical and operational framework for anyone who uses this “delivery and service” vehicle for customer assistance or sales. The idea behind the book was (and still is) conceptually simple – to utilize the real-time capabilities of contact centers to assist people (customers, prospects, partners, public, etc.)

Contact Center 91

Contact Center Virtual Agent Healthcare Analytics 91

Influitive

AUGUST 31, 2018

ADP is known throughout the world for their human capital management services. In fact, your paycheck might just have ADP’s name on it. In recent years, the way customers learn about ADP’s services has changed. They now conduct extensive research online and seek recommendations from their peers before they speak with a sales rep. ADP.

Enterprise 94

Enterprise Sales Management Customer advocacy 94

CSM Magazine

AUGUST 31, 2018

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.

Customer Service 80

Customer Service Finance Banking Engineering 80

GetFeedback

AUGUST 31, 2018

Surveys are an essential tool for businesses that care about connecting with their customers. And with GetFeedback, you can create branded surveys that look flawless on any device—desktop or mobile. But we know great survey design is just the first step to collecting powerful customer insights. To get the most out of your survey program, you need to think about improving engagement every step of the way.

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Surveys Self service Customer effort Feedback 68

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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

Surveys

LiveChat

AUGUST 31, 2018

I think that there is a revolution taking place in the world of business. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. This revolution is affecting all kinds of industries – not just retail – as some companies are developing new ways of doing business that make life easier for the customer.

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Self service Feedback Technology Customer Experience 75

CSM Magazine

AUGUST 31, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But it can be confusing. Let’s clear up the confusion and see how you can add clarity and power in the process. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

Journey mapping 69

Journey mapping Customer centricity Sales Customer Experience 69

DMG Consulting

AUGUST 31, 2018

Question: What can we do to attract candidates for contact center agent job openings? Answer: With 2018 US unemployment rates hovering near 18-year lows, contact center leaders need to think outside the box when attempting to fill agent positions. Here are some options: Consider automation to reduce the need for “entry-level” agents – Contact center agent roles generally include some low-value, rote activities that are a good match for automation.

Contact Center 59

Contact Center Virtual Agent Construction Education 59

Vonage

AUGUST 31, 2018

Roadside assistance provider Allied Dispatch Solutions (ADS) has taken on the mission to bail out the road’s broken-down, flat-tired, and hopelessly stranded drivers in times of need. And every conversation the company has with their customers makes a difference. NewVoiceMedia has transformed the way ADS manages their contact center by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible.

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Customer Service Analytics Contact Center Management 58

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

GetFeedback

AUGUST 31, 2018

Are you getting the most out of your customer surveys? Here are 6 features and capabilities that can take your survey program to the next level.

Surveys 60

Surveys 60

MicroAutomation

AUGUST 31, 2018

We learned a lot at APCO 2018 this year and had some great discussions with different people who focused on different elements of public safety. One of our interesting discussions that occurred several times was the question as to what comes first in planning for your migration to NG9-1-1. Does an ESInet need to be built first or can you move forward to a new NG9-1-1 ready call handling solution?

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CallSource Insights

AUGUST 31, 2018

Our Top 5 Articles for the Month of August: CallSource Reflections: Save Your Business’ Reputation and a Lost Lead With DealSaver. Having Trouble Booking Callers into Appointments? It’s Time to Apply Reciprocity on Your Sales Calls. Meet the CallSource Team: An Interview with Marketing & Sales Operations Manager, Matthew Widmyer. Want to Increase Your Appointment Conversion Rate?

Answering services 56

Answering services Sales Marketing Management 56

Tethr

AUGUST 31, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s marketing professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls. Want to learn more about how Tethr is helping marketing teams become more successful?

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Chief Customer Officer Analytics Marketing Sales 48

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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.

Self service

CSM Magazine

AUGUST 31, 2018

Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively. We’re now living in an on-demand economy in which consumers insist on convenience, speed, and personalization. From ordering dinner with the push of a button to listening to a song by merely speaking its title, customer expectations are soaring higher and higher – and modern consumers aren’t inclined to wait for the companies th

Contact Center 49

Contact Center CRM Morale APIs 49

ChurnZero

AUGUST 31, 2018

Automated alerts from a Customer Success platform can provide early indicators that could help you save an account, present opportunities to expand the account, and in general allow you to be proactive in contributing to your Customer’s Success. As you think through implementing alerts, here’s some potential points you may want to consider as triggers.

Education 45

Education Accountability B2B SaaS 45

Waterfield Technologies

AUGUST 31, 2018

Automation has always been part of the contact center world – and it is getting even bigger with the addition of chatbots. While they are in a basic stage now, […]. The post 6 Positive Features of Chatbots in Contact Centers appeared first on Waterfield Technologies.

Chatbots 40

Chatbots Contact Center Technology Interactive Voice Response 40

Insite Managed Solutions

AUGUST 31, 2018

Overcoming Knowledge Management Challenges Knowledge management (KM) should be the hub of an organization. We understand that without an effective knowledge base, employees would struggle to address many complex situations which arise during customer service. A business’s core knowledge base is one of their most invaluable assets, yet still, we meet so many clients who have overlooked important metrics to understand its effectiveness.

Analytics 40

Analytics Contact Center Metrics Management 40

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!

Feedback

TeamSupport

AUGUST 31, 2018

Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.

Self service 40

Self service Analytics Metrics Service level 40

CSM Magazine

AUGUST 31, 2018

Now we’re living in a digital age, the competition for digital agencies has heated up. More and more businesses are allocating budget to dominate the online market, so how exactly can you determine how your campaigns are performing and ensure your agency can prove its value to clients? In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs

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Metrics Advertising Journey mapping Telemarketing 40

TeamSupport

AUGUST 31, 2018

Choosing when to opt for a change in help desk technology isn’t easy. There are a lot of factors, but sometimes knowledge of whether you need to switch can be tough to find. So, based on many talks with leading industry experts, let’s look at some of the top signs businesses often notice when they need a new help desk ticketing system…. Still tracking tickets in spreadsheets – This is inefficient because, in many scenarios, it takes just as long to track as it does to respond to customers.

Self service 40

Self service Analytics Metrics Service level 40

ComputerTalk

AUGUST 31, 2018

Augmentative and alternative communication puts control in the hands of people with speech disabilities, and that should be good for businesses, too […].

Technology 40

Technology 40

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

Journey mapping

DigitalGenius Blog

AUGUST 31, 2018

This is a guest post by Edmund Ovington , VP of Global Alliances at Unbabel.

Customer Support 40

Customer Support 40

Dialer 360

AUGUST 31, 2018

Contact center does not strive for quality? Take step one to call center quality, and stellar customer service starts with quality contact center team. A well-organized onboarding program is one of several tools to go about achieving. So, uniform quality and excellent customer service. With the turnover rate in the contact center is high. With over one in four employees living their contact center position each year.

Call Center 20

Call Center Contact Center Coaching Employee engagement 20

Dialer 360

AUGUST 31, 2018

All have lousy customer support call before, you call and then you wait, you talk to an agent. After you expect and then speak with another agent. This is very unsatisfying. While the priority function of these call has shifted from transaction to experience. As customer experience has increased dramatically in the modern digital era. The widespread adoption of innovative technologies.

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Contact Center Call Center Wait times Education 0