Contact Center Pipeline
JANUARY 16, 2020
Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect orders Lost shipments Website problems Higher customer contact volumes Agent sickness and holidays Holiday season angst (yes, it’s real–for customers and employees, alike!) …and all the other topics […].
Upstream Works
JANUARY 16, 2020
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). We began by looking at the impact of digital transformation , then the importance of personalization , and most recently the power of agent engagement for improving the customer experience (CX).
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Monet Software
JANUARY 16, 2020
To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems. Enabling outbound agents to fill in on inbound lines when call volumes spike, for example, has offered valuable options for enhancing call center metrics, like service levels and abandonment rates.
Totango
JANUARY 16, 2020
Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor.
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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.
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Accelerator
JANUARY 16, 2020
A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.
Hello Customer
JANUARY 16, 2020
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. And as fashion shows us, every trend returns at some point in time. (Except for maybe Buffalo shoes, some things should stay forgotten.
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.
Spearline
JANUARY 16, 2020
Can your customers always connect with you? A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall. While this advert is a fictional scenario, you would be surprised how many times a business’ customer has been greatly affected by poor call quality, or not even getting through, with the business completely unaware.
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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
Toister Performance Solutions
JANUARY 16, 2020
Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. It took 12 emails to get a resolution. I was having a problem with my scheduling software, but the support rep couldn't replicate the issue.
Interactions
JANUARY 16, 2020
Consumers are more connected than ever before. In the last few years, businesses have been in a race to add channels of communication to better reach their customers where they are. And it has worked, to an extent. I now have the capability to schedule a doctor’s appointment through an app. I can pay my credit card bills through my smart speaker, without even having to pick up my phone.
Talkdesk
JANUARY 16, 2020
Proper call flows are the foundation of an efficient contact center. If calls are not properly routed to the appropriate agent or department, the entire system breaks down. Customer frustration grows, and satisfaction plummets, as they sit on hold waiting for their call to be “answered in the order it was received” Agent frustration skyrockets as they handle a seemingly endless stream of angry customers, resulting in short-tempered agents interacting with equally short-tempered custo
SmartAction
JANUARY 16, 2020
What a journey it’s been in the conversational artificial intelligence space. Over the past two years, while Google searches for “speech recognition” have fallen and queries for “artificial intelligence” have flatlined, searches for “conversational ai” are on an upward trajectory. According to Gartner’s 2019 Hype Cycle for Customer Service & Support Technologies, Virtual Customer Assistants have just eked out beyond the “Peak of Inflated Expectations” and into the “Trough of Disillusionment
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.
Spearline
JANUARY 16, 2020
About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services. Spearline is cloud based , which means no physical infrastructure is required at your end, and provides worldwide coverage with a presence in over 70 countries. For further information, or if you have any further questions.
Wowdesk Blog
JANUARY 16, 2020
Have you ever wondered what makes the bigwig marketplaces like Amazon and eBay shoppers very favorite? It’s their one extra-mile towards customers as they’ve just rephrased the ‘boss is always right quote’ to ‘customer is always right.` Even if some issue persists, their pro-buyer stance is always there on the cards. What you can learn from these doers is customer satisfaction is something that comes first.
Working Solutions
JANUARY 16, 2020
No matter what industry or demographic you serve, if you’re managing a company of any size today, you’re doing business in a fast-paced, consumer marketplace, where people expect service that’s fast, efficient and available 24 hours a day, 365 days a week. How can companies meet this need without spending a fortune on around-the-clock call […].
Wowdesk Blog
JANUARY 16, 2020
“A satisfied customer is the best business strategy of all.”. Every business wants to grow and run a successful chain in the market. While running a business many factors play an important role like costs, budget, expenses, and a lot more. But one factor that has a major part in the success or failure of a brand, is the customer. Customer’s response towards the services offered or any product sold is very important.
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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.
NobelBiz
JANUARY 16, 2020
NobelBiz President, Steve Bederman explains that NobelBiz has made a commitment to the industry by featuring ‘First Contact: Stories Of The Contact Center’. The series underlines the unsung heroes of a world often ridiculed while remaining a critical backbone of commerce, and more! The post NobelBiz Announces Innovative and Fresh Podcast Series appeared first on NobelBiz®.
Wowdesk Blog
JANUARY 16, 2020
Nobody wishes to experience the grumpy face of an angry customer. But there are times when complaint management proves to be a savior for most of the companies, and that is most of the times. In every organization, there are plights when the customer loses their sense and act erratically. This can happen because of a mistake committed by the cashier in a departmental store, or a tailor in a retail shopping place, and situations alike.
Vcaretec
JANUARY 16, 2020
With more and more businesses finding a home online new questions of maintaining business ethics arise. Because websites do not have business hours like a traditional brick and mortar office, many companies are turning to customer service outsourcing to help fill the gaps. There are a few key pieces you should be looking for from a customer suppor t system to make sure that your customers are receiving the best possible experience and that your company maintains its ethical standing.
CSM Magazine
JANUARY 16, 2020
The UK’s leading independent insurance broker surveyed hundreds of business professionals to gather a comprehensive overview of customer experience expectations across all sectors. Headline stats include: • High customer service levels are important to 96% of purchasers. • Customer service was named the most important factor when making a business decision, overtaking other key factors such as product features or availability. • 81% of businesses expect at least a 7 out of 10 standard of custome
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!
ChaseData
JANUARY 16, 2020
When you’re running an outbound call center, your dialer can make all the difference in how smoothly daily operations go. For older or smaller centers, your dialer may be as simple as the hands of your employees. However, larger and more modern centers rely heavily on automatic dialers - and choosing the right one can be difficult. If you are in the market for an upgraded outbound dialer or simply want to introduce automatic dialing to your facility for the first time, it pays to know what you’r
CSM Magazine
JANUARY 16, 2020
Recent studies show that more than 80% of global customers feel that businesses should adopt sustainable practices and that 37% of them cite environmental impact as the main factor they consider before making a purchase. With environmental concerns at an all-time high and a worrying succession of natural disasters showing that climate change is indeed real, going green has now become a matter of urgency and businesses who fail to include care for the environment in their core values can see thei
NobelBiz
JANUARY 16, 2020
Christian talks to Steve Bederman about how he went from recording artist to tech entrepreneur and how he turned his failures into successes. The post Episode 1: Steve Bederman appeared first on NobelBiz®.
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
Waterfield Technologies
JANUARY 16, 2020
Automating parts of your Contact Center tasks are at the top of the list when considering how to transform your business. AI fueled self-service options help to improve internal productivity, […]. The post Contact Center Self Service and the Customer Experience appeared first on Waterfield Technologies.
NobelBiz
JANUARY 16, 2020
Christian Montes talks to Steve Bederman, the CEO of NobelBiz, about the keys to success and challenges in managing a virtual workplace. From video conferencing to style of communication, from company culture to staying human, and from keeping track of everything to maintaining your control levels in check and delegating. The post Managing a Virtual Workplace – Steve Bederman | First Contact: Stories of the Call Center appeared first on NobelBiz®.
Brad Cleveland Blog
JANUARY 16, 2020
How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your organization messed up, acknowledge it in a sincere way—and in plain language. (How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?
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