TeamSupport
MARCH 8, 2019
Too often, businesses don’t place enough value on building positive relationships with their customers. The term itself, “positive relationship”, is a bit generic and isn’t exactly easy to quantify. This means it’s often a factor many businesses ignore and takes on a lower priority over time. However, especially in the B2B (business-to-business) industry, the value of the customer relationship is increasing.
Hodusoft
MARCH 8, 2019
Ecommerce sites are notorious when it comes to customer support. They are not particularly famous for maintaining open lines of communication. Product information may be meager. A prospective buyer can only ask a question related to the product by filling in a form and then wait for a response from the seller. A rudimentary FAQ may be in existence and prospective buyers or existing buyers are supposed to make do with whatever information they can glean.
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Nuance
MARCH 8, 2019
If you do a quick search for “innovation at the world’s best companies,” you’ll find millions of results—ranging from detailed research reports to quirky listicles. I’ve spent the majority of my career working in the technology industry and, time and time again, I have seen that one of the most important indicators of an organization’s […] The post #IWD2019: Being the balance appeared first on What’s next.
Beyond Philosophy
MARCH 8, 2019
One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.
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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.
ShepHyken
MARCH 8, 2019
This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. – Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. When asked about it, the owner explained one of the secrets to their success.
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
MARCH 8, 2019
By Colin Taylor. What is a high performance contact center? High performance is generally accepted to mean performing at the top of any possible performance range. So a High performance contact center is one that meets or exceeds the performance parameters or metrics expected of it. In contact center these parameters will include quantitative: grade of services, AHT, ATT, ASA etc., and qualitative: First Call Resolution, Customer Satisfaction, Quality scores etc., measures.
InTheChat
MARCH 8, 2019
Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because. The post The Importance of Gender-Neutral Language for Customer Service appeared first on InTheChat.
ProProfs Blog
MARCH 8, 2019
The great poet Rumi once said, “Maybe you are searching among the branches for what only appears at the roots.”. Set in a different time, in a different context, this saying was meant to teach us to fleeting nature of existence. This train of thought was triggered when I studied how companies deal with customer satisfaction scores. They are so hung up on the score part of it that they ignore the factors leading up to it.
Liveops
MARCH 8, 2019
The recent government shutdown drove gig economy growth, but what does it all mean? After 35 days of political deadlock and disagreements across party lines, the most recent United States government shutdown that started on December 22, 2018 and came to an end on January 26th was the longest and costliest federal shutdown in U.S. history with an estimated economic impact of approximately $11 billion —and that’s only counting direct costs.
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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
Customer Experience Matters
MARCH 8, 2019
In honor of International Woman’s Day, I decided to compare the difference in well-being across gender and age by dissecting the 2018 Temkin Well-Being Index (TWBI). I examined the overall TWBI, as well as the three elements that make up the index—the percentage of consumers who agree that they are: Typically happy Healthy Financially Secure As you can see in the charts below: Young females have the lowest level of well-being.
DMG Consulting
MARCH 8, 2019
Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. DMG had projected that the market would grow by 22% in 2017, and the actual growth rate was 25.4%. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.
pindrop
MARCH 8, 2019
From the first computers, which quickly made their way to being a major force of communication, to the advent of smartphones, consumers have always been at the forefront of changes and arrivals of interfaces and popular technology. Computers were characterized by the creation of passwords and PINs to keep track of accounts, logins, and access to personal information.
Guru
MARCH 8, 2019
What does it take to make knowledge a real priority within an organization? To find out, I sat down with Laura Teichmiller, Knowledge Systems Manager at SimplePractice , to hear how she identified the importance of knowledge and set about creating a knowledge-centric culture internally. Watch a recording of our conversation below or keep reading for key takeaways.
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.
ChaseData
MARCH 8, 2019
When most people list their top complaint regarding contact centers, it usually has something to do with the wait time. Call center queues are notoriously long. Even though today’s wait times are much shorter than they once were, today’s customers are also less likely to stand for waiting for an agent to connect – and therefore more likely to abandon the call altogether before that connection is ever made.
Guru
MARCH 8, 2019
“Sales + Content + Product Marketing Monthly Sync” – the dreaded calendar notification. As if Freud himself were watching, my unconscious mind triggered an eye roll so aggressive that it would’ve made Taylor Swift smirk. “Oh boy, here we go again,” I thought to myself. But let’s be honest, we all have them – those recurring meetings that we wish we could put out of their misery.
Bright Pattern
MARCH 8, 2019
If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center , there would be a very mixed response. Some might say one week, others might say one month, while some will get a pit in their stomach and say one year.
Branch Mesenger
MARCH 8, 2019
To say that we've been loggins some serious air miles this week, would be an understatement. At Branch, we've been on the move. From our snowy HQ in Minneapolis, we've hit the road to a number of conferences and events this week. ??Las Vegas --> ??Los Angeles --> ??Austin. Earlier in the week, our team visited Shoptalk, the annual retail convention: ??
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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.
Totango
MARCH 8, 2019
In February we had three releases focused on two main themes: scale management and enterprise-grade customization. The new features and enhancements are designed to help you scale your operations and create a better experience for your users. Scale Management. Stay Organized with new OneDrive and Google Drive Integrations. You can now connect your OneDrive or Google Drive accounts, enabling you to upload assets to SuccessBLOCs and attach them directly to Accounts.
Jon Arnold
MARCH 8, 2019
Some things happen in real-time, and for others, life just happens and things take a bit longer. Cisco recently hosted an analyst event at their San Jose HQ, and it basically served as our introduction to their new leadership team. There’s a lot to like here - not just the people running this LOB, but their vision, passion and focus to keep Cisco at the front end of the collaboration pack.
Bright Pattern
MARCH 8, 2019
As any entrepreneur can attest, getting the right pieces in place is critical to a start-up’s success. It’s not only about finding funding or early adopters, but also developing partnerships with talented managers, employees, and vendors. It’s an uphill battle and with nearly 50% of all start-ups failing in the first four years , only the strong survive.
Whitepages Pro
MARCH 8, 2019
Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Whitepages Pro has collaborated with PYMNTS.com to produce the PSD2 tracker, updated each month to reflect the latest news and stories.
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!
Relay Blog
MARCH 8, 2019
MARCH 08, 2019 Boomtown, a provider of modern, AI-powered technology support software and services today. The post Unified Payments Selects Relay as Ecosystem Engagement Platform to Transform Customer Experiences appeared first on Relay.
Nuance
MARCH 8, 2019
You’ll read and hear many stories about International Women’s Day – what the day means, why it’s important…and there are many good stories to inspire all of us to focus on achieving gender equality in our personal and professional lives. But there is one story that is probably the most important and the most impactful: […] The post International Women’s Day is about… You and Your Story appeared first on What’s next.
Talkdesk
MARCH 8, 2019
Happy International Women’s Day! To celebrate, we’ve asked a few of the amazing women on the Talkdesk team to share what they’ve learned in their careers, what being a woman in tech means to them, the advice they’d give to women who are just starting out in their careers and who inspires them. Gabrielle Targosz, Analyst Relations Manager. What lessons have you learned in your career?
Nuance
MARCH 8, 2019
Today is International Women’s Day. The theme for International Women’s Day is #BalanceforBetter because a gender balanced world is a better world. Balance is not a women’s issue, it’s a business issue. Gender balance is essential for economies and communities to thrive. According to Fortune magazine, when a minimum of 30% of women are represented at […] The post At the end of the day…balance for better appeared first on What’s next.
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
Dialer 360
MARCH 8, 2019
E-commerce industry has been improving at a fast pace — the improvements in numbers of cell-phone and users the market which has been a continuous enhancement in competition. Researches tell about the best gains in the e-commerce market. This is going to be the best booming and exciting part of the cloud world. E-commerce websites regularly deal with best time buyers.
Dialer 360
MARCH 8, 2019
Call center reps is very important as having hiring excellent contact center software. Reps monitoring based on different as such personality. It motivates and during the hiring procedures. With the support of and prerequisites – makes exactly successful reps. Sometimes contact center reps is being repetitive. The same question often reps and receive the complaints and day after.
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