Fonolo
NOVEMBER 7, 2018
It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy.
Bright Pattern
NOVEMBER 7, 2018
In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics , that supervisors use on a daily basis to monitor the status and productivity of their agents , teams , and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.
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ChaseData
NOVEMBER 7, 2018
In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. This style of reaching out to consumers in a way that feels organic and customer-led is certainly worth the praise it receives, but not at the all-too-frequent expense of outbound marketing.
CSM Magazine
NOVEMBER 7, 2018
Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. With the rise of challenger brands, this has become particularly important for the utilities industry over recent years.
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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
ShepHyken
NOVEMBER 7, 2018
Back in my college days, I remember how easy it was at 11:00 at night, while studying for a test the next day, to order a pizza from Domino’s. I just picked up the phone and in less than thirty minutes, it was delivered. Today I do the same thing. I pick up the phone and order a pizza – but I don’t have to… pick up the phone. Technology has taken us to a new level of pizza ordering.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Interactions
NOVEMBER 7, 2018
NOVEMBER 7, 2018 When it comes to the customer experience, Read more » The post 3 Revenue-Driving Benefits of Conversational AI appeared first on Interactions Resource Center.
Lumoa
NOVEMBER 7, 2018
Find out how to work with the most popular Customer Experience metrics and KPIs. Understand if you should collect NPS, CSAT or CES (or maybe all?). Find out the value of customer retention and the threat of churn.
Aspect
NOVEMBER 7, 2018
Digital technologies like AI, IoT, and big-data analytics have been creeping into the customer experience for some time now but only recently have businesses really started to take serious notice. While only 15% of enterprises are using AI as of today, 31% are expected to add it over the coming 12 months. This uptick is likely because the ROI companies hoped to realize as a result of implementing AI, IoT, and big-data analytics, is starting to become more palpable.
CrazyCall
NOVEMBER 7, 2018
Often, the most important step in the sales process is the one that’s usually neglected. Regardless of how innovative, superior to the competition or packed with features your product is, you need to ‘close the sale’. Whether it’s about closing a sale over the phone or face-to-face, this step of the sales process is usually the one that carries the highest emotional burden, capable of making even the most seasoned salesperson nervous.
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.
Joe Rawlinson
NOVEMBER 7, 2018
Getting quality content marketing on to your website is just half the battle. Once you’re convinced you’ve got your messages just right then it’s time to take a long, hard look at just how effective your content actually is and if it’s working exactly how it should. With just a little exploration into your metrics, you can give your content a clean bill of health or decide which content is making the rest of you site unfit for service.
Contact Center Pipeline
NOVEMBER 7, 2018
A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it. Enter TaskUs, an unconventional BPO whose employee-centric culture not only encourages frontline feedback, but it is also an important factor in decision-making—everything from which clients to take on to performance metrics, […].
SharpenCX
NOVEMBER 7, 2018
Vibrant Empowers Employees to Create Unique Experiences and Serve Members in up to 60 Seconds. With the force of digital driving a new crop of FinTech start-ups sprinkled across the country, Vibrant Credit Union set out to modernize the way. Read More. The post Vibrant + Sharpen Customer Story appeared first on Sharpen Contact Center Software.
SmartAction
NOVEMBER 7, 2018
In the contact center, it isn’t often that a new category of technology emerges. But as more and more companies are turning to conversational AI solutions to enable self-service automation over voice and chat, the analyst community has identified the need to create a distinct category for these cloud-based virtual agent solutions that mimic live agent behavior.
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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.
Hello Customer
NOVEMBER 7, 2018
Hello Customer, the online platform that helps companies collect and analyse customer feedback using artificial intelligence, wants to break through in Europe in the coming years. The young SME from Ghent has raised over 2 million euros from a number of well-known funds and private investors. The founders of Showpad, among others, are now participating in the scale-up.
Nuance
NOVEMBER 7, 2018
By 2020 the average person will have more conversations with bots than with their spouse.¹ How would you go about making such a prediction? To start, defining these terms and measuring them is not a simple task. First, we should start by defining what a “bot” is. The term “bot” can mean a lot of […] The post Bot vs spouse: How much do customers talk to chatbots?
Avaya
NOVEMBER 7, 2018
I’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J. Novak) announces a new social networking site he has launched called “WUPHF.” The platform delivers real-time notifications across every fathomable communication channel so that users are always in the know (think simultaneous ring on steroids).
Outsource Consultants
NOVEMBER 7, 2018
Your company strives to provide great customer service. But are you able to serve every customer interested in your products and services? A recent article by Deeksha Dadu emphasizes a crucial requirement for every company: the ability to provide multilingual customer service. Technology has caused the world to get infinitely smaller over the last 20 years.
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
AskNicely
NOVEMBER 7, 2018
Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. It is also something companies struggle with day in and day out. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel.
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread contact center outages likely keeps you up at night. And it should. Most contact centers, and especially those running premise-based systems, are not prepared to ensure continuity during an emergency, and the costs associated with contact center out
Certified Languages International
NOVEMBER 7, 2018
When clients approach us with the need for interpreters in a new language, we listen. In addition to the dozens of new client-requested languages we’ve added to our over-the-phone interpreting (OPI) language list, we’re expanding our video remote interpreting (VRI) roster, as well. We’re excited to announce that CLI recently added 11 new languages to our VRI services: Bosnian, Burmese, Farsi, French, Haitian Creole, Navajo, Portuguese (Brazilian), Polish, Punjabi, Romanian, and
Avoxi
NOVEMBER 7, 2018
As the top provider of international and domestic toll free numbers worldwide, customers often ask us about the differences between these two types of numbers. Today, we’ll clear up any confusion. Topics covered include: What is a domestic toll free number? The differences between international vs domestic toll free numbers. Which countries use domestic… The post International vs Domestic Toll Free Numbers appeared first on AVOXI.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Talkdesk
NOVEMBER 7, 2018
The first day of Opentalk18 is certainly one for the record books. After an amazing morning in which Nicolle Paradise challenged attendees to make a greater investment in understanding their employees and breakout sessions focused on topics such as building momentum for customer experience programs and cultivating customer loyalty, we revealed some amazing announcements during the Talkdesk keynote.
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread contact center outages likely keeps you up at night. And it should. Most contact centers, and especially those running premise-based systems, are not prepared to ensure continuity during an emergency, and the costs associated with contact center out
NICE inContact
NOVEMBER 7, 2018
“How efficient are we? And where can we more be more efficient?” If you are a call center manager, you likely ask these questions on a regular basis. But where do you find the answers? Below is a list of call center metrics you should look at to improve not only your efficiency, but also your quality and outcomes. Quality Scores. Quality scores indicate the level of performance your agents display in their interactions with a customer.
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread contact center outages likely keeps you up at night. And it should. Most contact centers, and especially those running premise-based systems, are not prepared to ensure continuity during an emergency, and the costs associated with contact center out
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
ClientSuccess
NOVEMBER 7, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
Aria Solutions
NOVEMBER 7, 2018
Many disasters and disruptions can impact a contact center: hurricanes, floods, fires, hackers, hardware failures — even “inside jobs” by malicious employees. If you’re a VP of Customer Service or Chief Information Officer, the prospect of widespread call center outages likely keeps you up at night. And it should. Most call centers, and especially those running premise-based systems, are not prepared to ensure continuity during an emergency, and the costs associated with call center outages are
TELUS International
NOVEMBER 7, 2018
Learn how to deliver exceptional customer service to travelers who blend business and leisure.
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