Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

Aspect

JULY 11, 2018

Want to make your customers happy? Start with your agents. We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. So let’s take a look at exactly how happy agents really are.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

Fonolo

JULY 11, 2018

It’s been a year since Apple announced “Business Chat”. The company staked out an audacious goal: to become the preferred channel for customer service communication. A year ago, Facebook, a competitor on this front, was reeling from weeks of bad press over privacy issues. But now, Facebook stock has hit a new all time high, with those transgressions seemingly forgotten by the market.

Personalization 59

Personalization Customer Service Service level Marketing 59

Callminer

JULY 11, 2018

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.

Best practices 182

Best practices Call Center Customer Experience 182

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

Vonage

JULY 11, 2018

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

Customer Service 86

Customer Service CRM Feedback Management 86

InTheChat

JULY 11, 2018

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does. The post Technology brings efficiency, but it can’t replace the desire for human contact appeared first on InTheChat.

Technology 74

Technology Customer Care Contact Center 74

Freshcaller

JULY 11, 2018

Find out what freedom feels like with Freshcaller, the Zendesk Talk alternative for call centers. A call center phone system and a phone channel for customer support are worlds apart in terms of functionality and purpose. You can run an end to end contact or call center with a call center phone system. However, a phone channel for customer support will be focussed around features that cater specifically to ticketing.

call center software 67

call center software Call flow Call Center Interactive Voice Response 67

GetFeedback

JULY 11, 2018

Voice of the Customer programs help companies bridge the communication gap and reengage their customers. Learn how to become a better customer listener.

60

60

Branch Mesenger

JULY 11, 2018

If you looked at today’s date and felt a familiar ring to the combination of the month and day, you’re not alone. Quick, take a look. What does it spell? It’s no coincidence that the eponymous date also matches with one of the largest convenience stores in the United States: 7-Eleven. In addition to coffee, snacks, sundries and an assortment of grilled meats, hot dogs and burritos, 7-Eleven has also brought one of the more iconic beverages to the masses: the Slurpee , a blended, carbonated icy c

Advertising 59

Advertising Marketing Self service Technology 59

Advertisement

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

Mindtouch

JULY 11, 2018

We’re pleased to share good news: the MindTouch blog has been named a Best Customer Service Blog by CreditDonkey. Considering what good company we’re in, pleased is an understatement—we’re positively verklempt. CreditDonkey, a leading source of financial tips for small businesses, curates this list based on the customer service blogs that are most useful to its audience.

Customer Service 59

Customer Service Self service Customer Experience Management 59

C Space

JULY 11, 2018

Microsoft Recovers From the Electric Slide. In the fashion world, there’s a term that gets used from time to time: effortlessly chic. It’s about looking stylish and on-trend — seemingly without even trying. In the brand world, I would say there’s a similar term: authentically cool. Some brands have it. Others, not so much. Tweet. Christina Stahlkopf.

Consulting 61

Consulting Consulting Advertising Marketing 61

ForeSee

JULY 11, 2018

It’s a complex world. Measuring and improving NPS and CSAT will allow you to understand and stay connected to your customers and turn shoppers into buyers. Together, these two metrics give you the comprehensive insight you need to quantify and improve CX, and link those improvements to desired business outcomes. The post Better Together: NPS® and CSAT appeared first on ForeSee.

Metrics 61

Metrics Best practices Analytics 61

Interactions

JULY 11, 2018

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

Customer Care 54

Customer Care 54

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!

Feedback

Eptica

JULY 11, 2018

Date: Wednesday, July 11, 2018 Author: Pauline Ashenden - Marketing Manager How to choose the right customer experience platform for your organization. Published on: July 11, 2018. Author: Pauline Ashenden - Marketing Manager Given the importance of customer experience and customer service , organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs , whichever channel they use to make contact.

Customer Experience 51

Customer Experience Average Handle Time Multichannel SaaS 51

Integrity Solutions

JULY 11, 2018

As a salesperson, in many ways you’re the CEO of your own business. Mid-year is a good time to take stock and assess where you are in your progress to goals as well as how you feel about your performance to date, your motivation and engagement levels, and the efficiency of your operations. Here are 3 action steps you can take to make sure you’re well positioned for the remainder of the year.

Sales 52

Sales Coaching Surveys Management 52

Playvox

JULY 11, 2018

Quality assurance management is no easy feat. Trying to maintain a standard of quality can be challenging, especially if you are a large team or just starting to put in place your quality assurance process.

Management 43

Management Customer Experience 43

SmartAction

JULY 11, 2018

As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. For so long, businesses found ways to cut costs and increase efficiency in the call center because it was always viewed as a “cost” center. But with today’s customer demands for experiences that are easy and effective, and with more contact channels than ever before, it is getting near impossible to forecast and staff the call center, train agen

Customer Service 40

Customer Service Call Center Self service Interactive Voice Response 40

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.

Contact Center

iCiDIGITAL

JULY 11, 2018

Adobe AEM Assets fits into the Adobe Marketing Cloud as both an integrated Adobe solution as well as a stand-alone DAM giving you the best of both worlds. AEM Assets has moved beyond just an integrated web DAM into a full-blown Digital Asset Management platform and Forrester is paying attention. Large brands are now dealing with a content explosion beyond their current capabilities.

Management 40

Management Enterprise Marketing Customer Experience 40

ijgolding

JULY 11, 2018

I really am very fortunate to meet some amazing Customer Experience professionals as I travel the globe. Not only do my meetings validate that I am not completely mad (although I know some will disagree), it is inspiring to come into contact with so many people who share the same passion, desire and belief in the benefits of applying the science that can turn customer centricity into a sustainable reality.

Customer Experience 12

Customer Experience Customer centricity B2C B2B 12

Customer Experience Matters

JULY 11, 2018

Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. That’s why created this video. It’s meant to explain what NPS is all about and why it may be a valuable approach for some companies.

Metrics 12

Metrics Customer Experience 12

Fenero

JULY 11, 2018

Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx.

virtual call center 11

virtual call center Call Center Personalization Virtual Agent 11

Advertiser: ZoomInfo

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

Accountability

ShepHyken

JULY 11, 2018

I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience , and the way they went about it is an excellent lesson we all can learn from. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them.

Personalization 11

Personalization Customer Experience Customer Service 11

Bright Pattern

JULY 11, 2018

Transcosmos is a trusted partner to large global retailers that wish to offer localized support in every territory in which they do business. Transcosmos provides highly trained customer service agents who speak the language and understand the culture of the customers they are helping.

Call Center 8

Call Center Customer Service 8