Convoso
JANUARY 3, 2020
Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem. The Urban Dictionary defines “ghosting” as the practice of ending a relationship with someone by suddenly and without explanation withdrawing from all communication.
DMG Consulting
JANUARY 3, 2020
The Hybrid Contact Center Workforce of 2030. 11/26/2019. By Donna Fluss. View this document on the publisher’s website. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance.
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GetFeedback
JANUARY 3, 2020
You need a plan for sharing your surveys that put your existing outlets and channels to good use.
DMG Consulting
JANUARY 3, 2020
Question: Our new workforce management (WFM) solution includes gamification capabilities. How should we use this feature? Answer: Gamification can enable employees to earn rewards, recognition, and/or social rank for achieving key performance indicator (KPI)-based goals, helping peers improve performance, successfully completing eLearning activities, adhering to schedules, and much more.
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ChurnZero
JANUARY 3, 2020
ChurnZero Leads Momentum Grid on G2 For Third Season. Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ansafone
JANUARY 3, 2020
With technological advances, more and more consumers are expecting everything to be solved with a click of a button, no matter how difficult the situation. Some believe that Artificial Intelligence is the future of customer service, which can have a big impact on the call center industry. However, many call centers, such as Ansafone are … How Artificial Intelligence ( AI) Will Affect Technology and Call Centers Read More » The post How Artificial Intelligence ( AI) Will Affect Technology a
Talkdesk
JANUARY 3, 2020
Founded in the early 2000s, Weekendesk is an online travel agency for weekends and short-themed breaks that has so far helped one million people go on travel getaways. After becoming leaders in France and Belgium, the organization also became a key player in Spain and is continuing to grow in the Netherlands and Italy. Looking to ramp its customer support system and make it a competitive advantage in the travel industry, Weekendesk chose Talkdesk Enterprise Cloud Contact Center.
DMG Consulting
JANUARY 3, 2020
Making Robotic Process Automation for Employees. 10/31/2019. By Donna Fluss. View this document on the publisher’s website. Robotic process automation (RPA) is a logical approach for companies to improve productivity and quality. The three primary categories of RPA solutions are: 1. Attended: RPA can “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks.
Jon Arnold
JANUARY 3, 2020
Another month, another year, another decade. 2019 isn’t old-news quite just yet - there was a lot of change to digest, and our latest BCStrategies podcast is a great way to do that. Everyone has something to say, and for this 2019 review segment, we had 13 analysts and consultants share their views. Before 2020 gets too far along, I hope you give this a listen, and here’s the link for the replay.
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
JANUARY 3, 2020
Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know. When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call.
Serenova
JANUARY 3, 2020
In some industries, customers demand a higher level of service than others. People expect more, for example, from luxury retailers and financial services companies than discount stores. But while standards may vary, we wanted to dig into what truly differentiates good service from bad. To get started, we commissioned independent market researcher Vanson Bourne to survey 3,000 consumers in the U.S. and the U.K. and asked them to identify the elements of good customer service.
Nextiva
JANUARY 3, 2020
As you scale your business to the next level, researching Customer Relationship Management (CRM) software is a fundamental step. In this guide, you’ll learn about the components of successful CRM systems, including best practices that minimize costs and achieve higher revenue growth. Not all CRM systems are created equal. When most people think of CRM, […].
DMG Consulting
JANUARY 3, 2020
Vision 2020. We enter the new decade with great momentum in technological innovation. Start-ups and large enterprises are investing billions in artificial intelligence (AI) and automation-based initiatives that are going to change the way we live our lives and conduct business over the next 10 – 20 years. Technologies that have been talked about for generations, such as self-driving cars, will alter the way people get around, making the argument for or against new transportation business models
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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.
Working Solutions
JANUARY 3, 2020
The push toward value-based care. A constantly changing insurance marketplace. Intensifying competition from retail walk-in clinics. These are among the leading reasons why the mission to improve patient experience has taken on new importance for hospitals, clinics and other healthcare facilities seeking to preserve and grow their patient base. And, while there are certainly operational […].
Inova Solutions
JANUARY 3, 2020
Tags: Customer Experience CX digital transformation Call Center contact center salesforce Read more about Digital Transformation: Redefining Call Center Services.
ShepHyken
JANUARY 3, 2020
This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams. Even if you have the perfect systems in place, and the perfect processes for responding to each ticket, managing the human element in the support process can be a major challenge.
Inova Solutions
JANUARY 3, 2020
Tags: Customer Experience CX digital transformation Call Center contact center salesforce Read more about Digital Transformation: Redefining Call Centre Services.
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!
ChurnZero
JANUARY 3, 2020
Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. I joined the company 4 years ago as the first full-time customer success hire. Today, I lead a team of 7 people, split across 3 sub-teams.
LiveChat
JANUARY 3, 2020
Most content marketers focus on traffic. They write more content for more keywords, all with the hopes of getting more sales, and the competition is getting fierce. There are only so many spots on the front page of Google, right? As a result, smart marketers are looking for ways to get more from the traffic that they already have. How to keep them engaged, how to convert higher, and how to interact faster-anything that will help them gain an edge on their competition.
Beyond Philosophy
JANUARY 3, 2020
How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision. Moreover, if I ever see an article that is negative about Apple, or positive about a competitor of Apple, I don’t believe it or, worse, don’t read it.
LiveChat
JANUARY 3, 2020
Most content marketers focus on traffic. They write more content for more keywords, all with the hopes of getting more sales, and the competition is getting fierce. There are only so many spots on the front page of Google, right? As a result, smart marketers are looking for ways to get more from the traffic that they already have. How to keep them engaged, how to convert higher, and how to interact faster-anything that will help them gain an edge on their competition.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
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