Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Myra Golden Media

AUGUST 1, 2017

Four minutes into the call and I could see I was heading for trouble. The customer was a storyteller and a rambler. Plus, she was mad. She’d already spoken to an employee in the field and to one of my employees at the corporate office. Now the call had come to me. I got the call literally just as I was picking up my book to head to the park to enjoy a quick lunch and hopefully a couple of chapters of my novel.

Consulting 209

Consulting Consulting Call Center Customer Experience 209

Contact Center Pipeline

AUGUST 1, 2017

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it was the most direct route to our destination, and slowdowns like this usually clear up within a few miles. However, my […].

Coaching 200

Coaching Contact Center Call Center 200

ShepHyken

AUGUST 1, 2017

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better.

Education 185

Education Best practices Self service CRM 185

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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.

Convoso

AUGUST 1, 2017

When was the last time you sat through a cold call? Probably was a very, very, very long time ago. With today’s advanced customer expectations, you will be lucky to even get someone to answer their phone. With so many other channels that customers prefer like social media, texting, email, and automation it has become increasingly harder to convince customers to answer calls from unknown and unfamiliar numbers.

Scripts 154

Scripts Call Center Outbound sales Sales 154

CustomerGauge

AUGUST 1, 2017

The first in our interview series with the leaders of CustomerGauge is Senior Product Manager Trishaala Chengappa. Starting off as a Client Operations Professional, then a Product Manager and now leading the Product team, Trishaala has been with CustomerGauge for six years. She recently sat down with me to give some insight on her perspective […].

Management 64

Management 64

Fonolo

AUGUST 1, 2017

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” In fact, a recent report by Indiana University’s Kelley School of Business revealed that a wide cross-section of industries often overestimate their customers’ satisfaction.

Benchmark 59

Benchmark Contact Center Feedback Customer effort 59

Clarabridge

AUGUST 1, 2017

In a recent Harvard Business Review article, the CEO of T-Mobile, John Legere, explained how he is connected to customers and prospective customers through social media and by listening into individual customer calls. He’s an exemplary connected CEO and that’s to be applauded, for sure. But he, like so many CEOs, is not fully informed. There is a huge difference between a connection to a few select customers and being informed about the masses.

Analytics 64

Analytics Customer Experience Management 64

Avaya

AUGUST 1, 2017

When it comes to the customer experience (CX), things are still a bit complicated. Case in point: 89% of companies are believed to be competing based on the CX , yet research shows that almost half think the CX is too difficult. It starts to make sense, then, why 87% of customers think brands need to put more effort into providing consistent experiences.

CRM 58

CRM Multichannel APIs Healthcare 58

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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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CSM Magazine

AUGUST 1, 2017

Unless you have been living under a rock, you can’t have failed to notice the GDPR compliance deadline is looming. By the 25th May 2018 all organisations serving customers across Europe need to comply with the new legislation. Regardless of the UK leaving the EU. Yet, IT Governance reported this month that 68% of a survey sample have yet to update their processes to reflect the new data subject rights.

Wireless 58

Wireless Finance Government Personalization 58

NICE inContact

AUGUST 1, 2017

Do your agents scatter like ants when they see you coming? Do they look for any excuse to reschedule your 1:1s or coaching sessions? If you seem confused by this behavior, it may be time to look at your coaching and engagement style to help enhance your contact center performance. A good way to do this is to think of when you verbally praised one of your agents, or recognized them for positive performance.

Coaching 49

Coaching Contact Center Construction Gamification 49

HelpCrunch

AUGUST 1, 2017

Your product caught customers’ interest and they’ve signed up for a free trial. But will you survive the test? How many of them will convert into paying customers? That depends not only on your product [ … ]. The post From free trialers into paying customers – successful customer onboarding appeared first on HelpCrunch blog.

Sales 48

Sales Marketing Customer Service 48

DMG Consulting

AUGUST 1, 2017

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Name This field is for validation purposes and should be left unchanged. Close. Are You Ready for Digital Transformation? 7/20/2017.

Virtual Agent 48

Virtual Agent Contact Center Enterprise Best practices 48

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

Toister Performance Solutions

AUGUST 1, 2017

The vice president shared a draft of her company's new values project. She had been working with two other executives to create them. They had come up with nine after several brainstorming sessions. On paper, they looked good. These were solid, reasonable values that were all straight out of the corporate values catalog. Nothing controversial. There were two problems.

Education 48

Education Customer Service Management 48

CX Journey

AUGUST 1, 2017

Image courtesy of Pixabay I originally wrote today's post for Clicktools. It appeared on their blog on November 28, 2016. Do you train your employees to talk to customers in company language or in customer language? Did you realize that your company has a language? Or that your industry has a jargon? And that those often (most of the time) differ from your customers' language?

Coaching 52

Coaching Feedback Customer Experience Customer Service 52

Jon Arnold

AUGUST 1, 2017

June was a tough act for me to follow on the writing and speaking front, so my roundup is a bit light for July. However, the topics I've been researching and writing about are very topical, and I think there is plenty here to digest if you don't follow me that closely. As always, comments and sharing are welcome, and it's time to get going with a new round of writing for August. 3 Takeaways from Genband Perspectives , UCStrategies, July 21 What Conversational Interfaces Bring to Collaboration an

Chatbots 45

Chatbots Customer Care Contact Center Customer Experience 45

USAN

AUGUST 1, 2017

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five signs that it might be time to upgrade your IVR – and the benefits of doing so.

Interactive Voice Response 40

Interactive Voice Response Contact Center Analytics Self service 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

Spectrum Corporation

AUGUST 1, 2017

Common sense. There are multiple reasons for knowing what state agents are currently in and the importance of this information helps with overall performance and efficiency in the call center. Agent and Manager awareness of current states Call, Email, Chat routing Performance and efficiency review Avaya Reporting Tools » Agents being aware of what other.

Call Center 40

Call Center Management 40

Calabrio

AUGUST 1, 2017

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. However, at present, many marketers find it challenging to utilize the insights gathered directly from customer interactions, and need guidance to achieve this goal.

Marketing 40

Marketing Customer Experience Contact Center Big data 40

LiveChat

AUGUST 1, 2017

There’s a lot of mess around the term “self-learning chatbot”. Many people do think that self-learning chatbots are direct predecessors of such an AI that is depicted in futuristic movies. Therefore, all too often people fear that those intelligent assistants may get out of hand. Before we directly address the question of whether such fears are reasonable, we have to realize what kind of AI chatbots are built of and where we head to.

Chatbots 40

Chatbots Analytics Feedback 40

ShepHyken

AUGUST 1, 2017

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. How will artificial intelligence (AI) enhance the relationship you have with your customers? Shep Hyken interviews Jeff Nicholson, the Vice President of CRM Product Marketing at Pegasystems , about how AI technology will help companies serve their customers even better.

Education 30

Education Self service CRM Best practices 30

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

Verint

AUGUST 1, 2017

Verint Summer School 2017. August 1-24; Webinar Series. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. This series will explore a wide variety of topics, including employee engagement, workforce optimization and voice of the customer, as well as security, fraud and compliance.

Customer Experience 25

Customer Experience Employee engagement Analytics Personalization 25

Talkdesk

AUGUST 1, 2017

From the very first inception of Talkdesk, there was always a basic idea that drove the direction of our product: other offerings in the call center space were complicated and Talkdesk had to be different. On-premise hardware was expensive and difficult to service, setup took months and changes to your call center could only be implemented by the provider.

call center software 42

call center software Call Center Construction Contact Center 42

Aspect

AUGUST 1, 2017

When people talk about great customer service they are often referring to an experience with a friendly customer service representative or an employee that went out of their way to help them. Maybe a retailer took an item back no questions asked despite not having a receipt, or maybe a flight attendant went the extra mile to ensure a nervous child had a smooth flight.

Self service 84

Self service Chatbots Enterprise Customer Service 84