HelpCrunch
APRIL 2, 2019
The future of customer support is not that far from us. From chatbots to big data - we share our thoughts on 6 main customer support trends in 2019. The post The future of customer support: 5 facts and 6 trends to watch in 2019 appeared first on HelpCrunch blog.
ProProfs Blog
APRIL 2, 2019
Process improvement never happens in isolation, whether it’s about increasing the efficiency of your supply chain, or enhancing the quality and timeliness of your customer service interactions. To develop better ways of doing things in your organization, your team will need to collaborate and brainstorm ways of optimizing business processes or to make the job simpler, use a team collaboration software.
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Working Solutions
APRIL 2, 2019
The term contact center analytics gets thrown around quite a bit these days. But make no mistake. This isn’t just another marketing buzzword, or a device used by vendors to charge you more for a service you may or may not need. Far from it: This is an operational strategy that’s become an essential component […].
ShepHyken
APRIL 2, 2019
Getting Service Right with Guest Jeff Toister. Taking Care of Your Employees So They Take Care of Customers. Shep Hyken interviews Jeff Toister. They discuss his book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service , and Jeff offers immediately applicable advice on how to improve your customer service. In Shep’s Opening Monologue… He discusses the importance of caring for your employees so they can better care for your customers.
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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.
Callminer
APRIL 2, 2019
We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. The explosion in connected devices and the prevalence of online shopping mean that millions of products are now shipped daily, With online commerce projected to pass the $3 trillion mark in 2019. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially.
Contact Center Pipeline
APRIL 2, 2019
Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. Sure, that means physically […].
Totango
APRIL 2, 2019
From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?
Kristina Evey
APRIL 2, 2019
Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.
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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
Taylor Reach Group
APRIL 2, 2019
Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin Taylor.
Ansafone
APRIL 2, 2019
Whether your retail enterprise relies on outsourced support to assist customers with hassle-free refunds, provide quick answers about shipping status or reassure concerned callers about a product recall, following these four best practices in retail call centers will ensure that you have satisfied customers: A central focus on customer experience. Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ».
Toister Performance Solutions
APRIL 2, 2019
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? You'll find unexpected solutions in my new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. The book is the second edition of Service Failure, updated with new research and examples. Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don’t consistently del
Fonolo
APRIL 2, 2019
One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. I know it can be hard work to keep up with all that reading. Sometimes, for whatever reason , you’re in the mood for some lean-back content.
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.
Nexmo
APRIL 2, 2019
The most pleasant user experiences you’ve ever had have probably not been using (or, worse, setting up) your voicemail. My voicemail, for example, is fine except that before playing the message it reads every digit of the date, time, and phone number from whence it came as slowly as possible. Some people don’t like receiving any voicemail at all and might prefer to only give the option to a few trusted contacts.
Chip Bell
APRIL 2, 2019
I have a new handyman. And, Mike is terrific. It all started with a really simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so much it needed a pro with an industrial strength power washer. Mike came highly recommended. Mike showed up on time, had a very cheerful attitude, gave me a reasonable price, and offered to do the decks nearby at no extra charge.
Customercount
APRIL 2, 2019
Encouraging customer feedback is like being faced with the question (or one like it): “Does my butt look big in this?” The questioner wants to know the truth, but they’re dreading the reply. The same goes with asking your customers … Continue reading → The post 11 ways to encourage customer feedback appeared first on CustomerCount.
VHT
APRIL 2, 2019
The business technology industry is swimming with smart new products, and among them, robotic process automation (RPA) is making a big splash. It promises faster processing of complex, repetitive business tasks. And while early adopters are still learning how best to apply it, RPA could make its biggest impact on customer experience (CX). What Is RPA?
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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.
ChaseData
APRIL 2, 2019
It was a challenging morning. You took a lot of calls, and while none of them was particularly bad, they each seemed to require something unusual to solve their problem. Nobody was unpleasant, but nobody thanked you either. You took your lunch break to try to reset, and now you’re feeling better and ready to get back to your support role. Before you can even get your greeting out, the yelling begins—your first post-lunch caller is angry and is ready to fight about it with you.
NICE inContact
APRIL 2, 2019
We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over IP, or VoIP , which takes spoken conversation and converts it into a series of digital “packets”.
Guru
APRIL 2, 2019
This article originally appeared on behalf of the Forbes Technology Council, a community for world-class CIOs, CTOs, and technology executives. Read the original post here.
Plantronics
APRIL 2, 2019
The open-plan office started with such promise. When we saw the cool, minimalist design and freedom of the open office, we dreamed of spontaneous collaboration, deeper connections with co-workers, and enhanced performance. The reality? Too often the open office is a sea of distractions. Loud talkers. Barking dogs. Mike from Marketing who won’t shut up. [ ] The post Perils of the Open Office appeared first on Poly Blog.
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!
Aspect
APRIL 2, 2019
It goes without saying that sickness is a burden on any business. If for whatever reason your levels of absence due to sickness are high, you’re constantly under the cosh as a business, scratching around to find people to cover shifts and minimise overall disruption. So what can be done to make this common conundrum less of an issue? The first and most important thing is to realise that sickness absence isn’t just about illness.
Nuance
APRIL 2, 2019
As we do most months, my team and I attend trade events for a variety of industries. One week could have us speaking about improving compliance at a conference for financial advisors, the next demonstrating our solutions to legal pros, and another talking improving incident reporting with law enforcement. During these information gathering sessions, we […] The post Similarities in reporting trends across industries appeared first on What’s next.
ConvergeOne
APRIL 2, 2019
Omnichannel is a big buzzword when it comes to one of the latest trends in contact centers and customer experience. I’m hearing a lot of vendors, partners, and even customers initiating the discussion. I get really excited when people bring it up, but sadly, I very quickly get deflated once I realize everything they’re talking about is actually just multichannel.
Quadient
APRIL 2, 2019
Now that you've read our new eBook "Top 12 Customer Communications Trends to Watch in 2019 and Beyond", what things should your organization consider to adequately prepare for what's to come?
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
Cincom
APRIL 2, 2019
Price-and-quote software helps manufacturers and distributors address many challenges including product complexity, regulatory requirements, global competition, supply-chain volatility and skilled … Continue reading "Pricing and Quoting Software Benefits Many Vertical Markets". The post Pricing and Quoting Software Benefits Many Vertical Markets appeared first on Cincom Blog.
McorpCX
APRIL 2, 2019
When we look at customer experience leaders today , it’s unsurprising there are a number of things they have in common. When looked at from a macro level, we see that many of the individual strategies and tactics that these leaders deploy roll up to three high-level areas of strategic focus.
CSM Magazine
APRIL 2, 2019
Huawei is recruiting Customer Experience Officers in key markets to help drive its customer-first approach. Huawei, the global technology company, has launched its Customer Experience Officer recruitment campaign across Western Europe, as it looks to continue to invest in its commitment to a customer-first approach. Huawei has been at the receiving end of incredible growth in WEU, with over 200 million smartphones shipments globally and it has become increasingly important to deliver the best cu
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