Thu.Jan 16, 2020

Surviving Post-Holiday Returns

Contact Center Pipeline

You made it. Your team made it. Another holiday season is behind you.

How AI Drives Innovation for a Better CX

Upstream Works

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).

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How to Optimize Omnichannel Performance in the Contact Center

Monet Software

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.

Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together

Totango

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Tapping into the esports opportunity

TELUS International

Trends

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Customer retention is the new religion

Hello Customer

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.

Why a Slight Delay Can Prevent Service Failures

Toister Performance Solutions

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.

Optimal Customer Experience Through Contact Center Call Flows

Talkdesk

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.

Case Study: Can Your Customers Always Connect With You?

Spearline

Can your customers always connect with you? A question every business should ALWAYS ask themselves regularly, especially one that prioritizes excellent customer experience overall.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

What Makes Wowdesk Products the Best Complaint Management Software

Wowdesk Blog

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.`

Why Your Customer Service Reputation Is Important — and How to Protect It

Working Solutions

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.

BEST PRACTICES FOR CUSTOMER COMPLAINT MANAGEMENT

Wowdesk Blog

“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.

NobelBiz Announces Innovative and Fresh Podcast Series

NobelBiz

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 Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

13 Things About Complaint Management You May Not Have Known

Wowdesk Blog

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.

Romero Insurance Brokers reveals the results of The Customer Experience Report 2020

CSM Magazine

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.

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What to Look for in Your Upgraded Outbound Dialer

ChaseData

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.

How Can Green Businesses Improve Customer Experience?

CSM Magazine

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Cloud Migration – A Roadmap for Success

Blueworx

Careful planning is essential when migrating your contact center to the cloud. Studying all of your current processes and developing a roadmap ensures a successful migration. Most importantly, you need […]. The post Cloud Migration – A Roadmap for Success appeared first on Blueworx. Blog Cloud Contact Center Migration

TeamSupport Improves Collaboration Capabilities Through Expanded Salesforce Integration

CSM Magazine

B2B customer support software allows teams to associate products with tickets, enabling quicker issue identification and resolution. TeamSupport , the industry’s top business-to-business (B2B) focused customer support software solution, today announces an expanded integration with Salesforce.

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4 Steps for a better Digital Experience

Interactions

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.

Customer Experience: Should You Optimize or Improve?

Interaction Metrics

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

“British-isms:” the NameShouts Guide to British expressions and phrases.

NameShouts

We talk a lot about the need to belong, to be one’s true self, and to respect other cultures and languages. But even English can be different depending on where your from. Language expert Kate Spree takes us on a journey to translate British expressions to American English.

Customer Experience: Should You Optimize or Improve?

Interaction Metrics

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague.

4 Steps for a Better Digital Experience

Interactions

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.

Episode 1: Steve Bederman

NobelBiz

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

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Contact Center Self Service and the Customer Experience

Waterfield Technologies

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. Blog AI Contact Center Customer Experiemce

Managing a Virtual Workplace – Steve Bederman | First Contact: Stories of the Call Center

NobelBiz

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®.

2020 PREDICTIONS: Conversational AI Trends

SmartAction

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.