Mindtouch

MAY 23, 2019

The subscription economy knows no limits. Remember how quickly the stream-from-anywhere Netflix model caught fire and consumed Blockbuster whole? Or how Amazon made relics of Sears and Toys ‘R Us ? There’s a reason that subscription business models have sent so many brick-and-mortar behemoths to the trash heap: the model makes a lot of sense. Why sell CDs and DVDs when people would rather pay a monthly fee to stream music and movies on demand?

Automotive 48

Automotive Self service Customer centricity Sales 48

ChaseData

MAY 23, 2019

For those who have worked in the contact center industry for any length of time, you undoubtedly know that there are some problems that are almost universal to all call centers. These problems are so common that they are often used as the basis of training for new contact center agents. Still, many of these issues continue to cause problems in centers around the world even in 2019.

Call Center 56

Call Center Contact Center Management 56

Playvox

MAY 23, 2019

Productivity is easy to overlook in a busy customer service department. You know how it is. Your customer service agents have a constant slew of interactions to handle across multiple channels (calls, live chat, emails etc.). Your team leaders are addressing issues and resolving problems to keep agents working at their best. And managers are rushed off their feet just trying to keep everything running smoothly.

Customer Service 48

Customer Service Management 48

Beyond Philosophy

MAY 23, 2019

I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w

Transportation 199

Transportation Consulting Consulting Benchmark 199

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Contact Center Pipeline

MAY 23, 2019

While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies approach transformation haphazardly without understanding how new technologies will impact the customer and the organization. To meet evolving consumer expectations and become more customer-centric, businesses must create a cultural change through […].

Customer centricity 124

Customer centricity Chatbots Technology Customer Service 124

SharpenCX

MAY 23, 2019

It’s easy to say that the focus of your service is your customer. Everyone wants happy customers. But, as your company grows and changes, customers can, unintentionally, get pushed to the back burner. Priorities get shifted. Focus narrows in on. Read More. The post The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees appeared first on Sharpen Contact Center Software.

Customer Experience 76

Customer Experience Contact center software Contact Center 76

Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Upsells are the result of the growth a customer has enjoyed because of your commitment to delivering lifetime value.

Upselling 74

Upselling Customer centricity Enterprise Metrics 74

TRUSTID

MAY 23, 2019

With so much personal data stored on the internet and corporate systems that are connected to the web, telephone fraud is on the rise. Cybercriminals are taking full advantage of information that is either shared on social media or stolen during data breaches to create more sophisticated forms of fraud. As compromised personal data is used to create fake online profiles, the one question every organization should be asking themselves is: Has your contact center adopted to new or emerging telepho

Engineering 69

Engineering Call Center Contact Center Accountability 69

Jive

MAY 23, 2019

Since its inception, Jive Communications has sought to deliver a product focused on the one thing that most vendors tend to overlook—the end-users themselves. Our objective was to create an indispensable communication tool anchored on the customers who were meant to use them. This meant providing a solution that they could rely on; creating a platform that customers could easily navigate and understand, and providing exceptional customer service.

voip 69

voip B2B Customer Service Marketing 69

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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

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Bright Pattern

MAY 23, 2019

Digital disruption is the new norm. Companies like Uber, Airbnb, and Netflix are leading the way by providing innovative and effortless omnichannel customer journeys. But creating and measuring omnichannel customer journeys can be a difficult process and can be hindered by out-of-date technology and processes within the organization. Customers are demanding omnichannel but what is the best way to implement new channels that work seamlessly with existing channels?

Technology 69

Technology 69

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with some of the newer capabilities, and some consumers just aren’t ready to embrace these yet.

Benchmark 55

Benchmark Contact Center Interactive Voice Response Chatbots 55

ClientSuccess

MAY 23, 2019

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.

Management 51

Management Accountability Best practices SaaS 51

GetFeedback

MAY 23, 2019

A comparison of CSAT vs. NPS as it relates to your Voice of the Customer (VoC) program.

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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.

Customer Experience

Talkdesk

MAY 23, 2019

Justin: Hey everyone, it’s Justin Robbins here, and today I am catching up with someone who, over the past few years, I’ve grown incredibly fond of, and that’s Martin Hill-Wilson. Martin’s the founder of Brainfood Consulting and in a couple of weeks, Martin is going to be on the CX tour in London! I asked Martin if we could get together today and just have a conversation about some differences that we’re seeing in the US and the UK, a little bit about him and the wo

Contact Center 44

Contact Center Consulting Consulting Engineering 44

Nuance

MAY 23, 2019

Despite the best of intentions, we all make mistakes. Mistakes make us human. I always am surprised by people or companies that do not own their mistakes, much less attempt to fix them. Recently, my husband and I had some yard work done. The company made a few mistakes; it was an expensive service, so […] The post At the end of the day…own your mistakes appeared first on What’s next.

Healthcare 42

Healthcare 42

Maru Group

MAY 23, 2019

I have a mild online shopping problem. I admit it. There are a lot of brands that I really love and they incentivize me in all the right ways with great promotions, partner offers, good product recommendations and simple check-out processes. I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping.

Surveys 40

Surveys Feedback Big data Analytics 40

Cisco - Contact Center

MAY 23, 2019

AI is shaping the future of customer experiences and the contact center. Artificial Intelligence (AI) is creating a lot of excitement and there are good reasons for this. According to Forbes, 50% of IT professionals believe artificial intelligence and machine learning are playing a role in cloud computing adoption, growing to 67% by 2020. This week I will be speaking at UC Expo about the role that artificial intelligence is playing in advancing contact center productivity and efficiency, and in

Contact Center 40

Contact Center Self service contact center solutions Chatbots 40

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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.

Self service

Maru Group

MAY 23, 2019

I have a mild online shopping problem. I admit it. There are a lot of brands that I really love and they incentivize me in all the right ways with great promotions, partner offers, good product recommendations and simple check-out processes. I can browse sites for hours, but the one thing that ruins the whole experience for me is having a bland and clearly templated web survey pop up from some third-party company that interrupts my shopping.

Surveys 40

Surveys Feedback Big data Analytics 40

Serenova

MAY 23, 2019

I’ve been in the contact center and telecommunications industries for years. I’d share exactly how long, but not only would that date me, it would also cause even more people to call me “ma’am.” I’ve also been in marketing and sales for just as long. Years ago, we began speaking about the rising importance of customer experience. We recognized the customer experience started and ended with the contact center.

Contact Center 40

Contact Center Customer Experience Cloud contact contact center solutions 40

SmartAction

MAY 23, 2019

Step 4>> . . This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. Best Practice #5: Human-Centric Design from a team of CX Experts. Steps 1-4 in the Best Practices for AI Self-Service Without Compromise lay out the blueprint for automating more without sacrificing an ounce of CX.

Self service 40

Self service Virtual Agent Contact Center Engineering 40

inSided

MAY 23, 2019

Generating traffic is at the heart of all online strategies. Yes, you guessed it, the same goes for your community. After all, it's this ‘traffic’ that is the people who expand your knowledge base, improve your support, make customers happier and help to grow revenue. To put it bluntly, without traffic your community is useless. A community without traffic is like starting a restaurant that entices nobody to step through the door, let alone have a meal.

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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!

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ChurnZero

MAY 23, 2019

5 Tips for Dealing with An Angry Customer (The Right Way!). I t’ s any customer-facing team’s worst nightmare – an angry customer. No matter the business, a frustrated customer creates a difficult situation for your team. Are you wondering how to transform a shaky customer encounter into positive resolution? Read on to learn 5 tips that will help you manage an angry customer and recover from difficult interactions. .

Metrics 40

Metrics SaaS Accountability Customer retention 40

Working Solutions

MAY 23, 2019

Thanks to accelerating industry competition, higher expectations from stakeholders, and a growing demand from customers for convenience and efficiency, the financial industry—like so many others—is now turning to on-demand contact center service providers to meet its customer care needs. Of course, business process outsourcing (BPO) is already a well-known quantity in the world of finance. […].

Finance 40

Finance outsourcing Customer Care Business Process Outsourcing 40

Salesmatch

MAY 23, 2019

Behavioral Assessments for Contact Centers Technology in our contact centres has certainly improved performance over the years, but it does not addressed many of the people issues that have affected the successful running of our contact centres. The most typical issues are: ?Poor New Business sales result. ?Unacceptable levels of agent turnover. ?High levels of time off with sickness and stress ?

Consulting 40

Consulting Consulting Contact Center Service level 40

Creative Virtual

MAY 23, 2019

By Mandy Reed, Marketing Manager (Global). In electoral campaigns, candidates share their ideas, come up with catchy slogans and make promises to gain the support of voters and best their opponents. For businesses, every day is like a day on the campaign trail. There is a constant battle with competitors as they try to outdo each other with a superior product or service, lower pricing and an easier customer experience.

Virtual Agent 40

Virtual Agent Chatbots Self service Customer Experience 40

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

Journey mapping

A Better Answer

MAY 23, 2019

This month's Call Handling Hero Award goes to Michelle Rowe, who showed exceptional customer service for our customer in reworking and fine tuning their account.

Accountability 40

Accountability Customer Service 40

Salmat

MAY 23, 2019

A content strategy can be a great way to attract new customers as well as retain existing ones.

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Maru Group

MAY 23, 2019

The post Travel Digital Customer Experience Benchmark 2019 appeared first on Maru/Matchbox UK.

Benchmark 40

Benchmark Customer Experience 40