CSM Magazine
JULY 8, 2019
If you work in the restaurant industry you know that there’s one thing that matters above all else – customer satisfaction. Of course the food matters, but this should never slip, and is also a sure-fire way to guarantee good customer satisfaction. A tough industry at the moment, just ask Jamie Oliver , there are many other ways to ensure good customer satisfaction at your restaurant.
Customer Service Life
JULY 8, 2019
Image by Robin Higgins from Pixabay. This article was originally published on the ICMI blog on May 13, 2019. Click here to read the original. Picture Adam Sandler in The Wedding Singer when his ex-fiancee explained why she left him at the altar the day after their wedding. His response was, “Jeez, you know, that information might have been a little more useful to me yesterday.”.
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Avaya
JULY 8, 2019
New research from Vanson Bourne shows that almost all (99%) of organizations are using some form of artificial intelligence (AI) in the contact center. That’s great, but just how far along are they in their implementation, and how much further do they have to go? That, the data shows, is something entirely different. The research found that organizations using AI in the contact center are most likely to be only halfway through their implementation.
Callminer
JULY 8, 2019
A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.
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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.
CX Accelerator
JULY 8, 2019
There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nexmo
JULY 8, 2019
Have you ever wondered if Meg Ryan would rather listen to Tom Hanks voice instead of simply reading messages? In my opinion, “Call me Maybe” sounds more exciting than “You’ve got mail” So if like me, you’d like to provide someone – your customers perhaps – with a phone number where they can leave you a message, you create your own voicemail powered by Nexmo Voice APIs.
Noble Systems
JULY 8, 2019
Delivering an omnichannel experience is at the very foundation of superior customer experiences. It’s also one of the contact center’s biggest challenges. In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm. True omnichannel is when all the systems work together. It requires the coupling of the right technology with all the company knowledge about each customer.
Nexmo
JULY 8, 2019
Have you ever wondered if Meg Ryan would rather listen to Tom Hanks voice instead of simply reading messages? In my opinion, “Call me Maybe” sounds more exciting than “You’ve got mail” So if like me, you’d like to provide someone – your customers perhaps – with a phone number where they can leave you a message, you create your own voicemail powered by Nexmo Voice APIs.
Nextiva
JULY 8, 2019
To serve today’s customers, we must think beyond automated sales emails or chatbots. Ask yourself if you’d like to be pitched to immediately after you’ve downloaded an ebook or white paper. We’re guessing, no. So, what’s changed in customer loyalty programs? How do you keep ramping up customer retention? What does amazing customer service mean […].
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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
Nuance
JULY 8, 2019
Zero-effort authentication in customer engagement means creating a balancing act between security and convenience. That’s why voice biometrics has become the golden goose for companies looking at authentication solutions providers. Competitive enterprises are discovering how voice biometrics ensures a more secure engagement than passwords provide within voice channels, and certainly a more convenient experience for […] The post Zero-effort is hard work!
Avoxi
JULY 8, 2019
Request Demo Talk to an Expert Contact Us In this article, we provide you with the knowledge you need to make your call center efficient and effective through call quality assurance. You want your call center to be confident that it's achieving its goals of being productive and leaving customers satisfied. There’s so much to… The post Call Quality Assurance Guide [2019] Best Practices, Tips, and Scorecard appeared first on AVOXI.
VocalCom
JULY 8, 2019
Customer pain points are obstacles to your company’s success. Throughout the customer journey, there will be times when your service fails to meet expectations. The sooner you discover them and address the problem, the sooner you can deliver great experiences that your customers will love. Here are five ways to find pain points and fix them for greater customer satisfaction.
Andrew Mcfarland
JULY 8, 2019
15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to.
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.
Playvox
JULY 8, 2019
Global businesses may employ hundreds, even thousands, of people. Maintaining fluid operations and stable working routines across multiple countries is a challenge for even the biggest brands with access to the most cutting-edge facilities and resources. One key but complex area of any successful global businesses is customer service. Every brand has to take this seriously to retain a satisfied audience, as boosting retention rates by as little as 5 percent increases profits by 25 - 95 percent.
Merchants
JULY 8, 2019
The Department of Trade and Industry continues to acknowledge the importance of the business process outsourcing (BPO) sector in creating jobs, stimulating foreign direct investment in the sector and has recently announced a revised Global Business Services incentive for the sector. The post The BPO sector is critical to increasing youth employment appeared first on Business Process Outsourcing Services | Merchants.
Hodusoft
JULY 8, 2019
When it comes to meet the robust business communication requirements, the global enterprises or MNCs put trust in us. At HoduSoft, we have set many milestones while serving our esteemed global clientele with premium-quality, readymade VoIP communication software. Recently, the company has provided ready-to-use HoduCC – Omnichannel Contact Center Software to Anchor Insurance – A Leading Insurance Company in Nigeria.
FiveStars
JULY 8, 2019
The North Hollywood neighborhood, known as NoHo to the locals, is home to a mix of everything. There are young adults who have just finished college and are moving out for the first time, actors and comedians from the nearby arts school, doctors with their own practices, and local shoppers. NoHo is quickly becoming the […]. The post Small Business Spotlight: NoHo Cafe appeared first on Fivestars Insights.
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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.
Education Services Group
JULY 8, 2019
When you think of the milestones in life, you may think of graduating college, your first corporate job, marriage, parenthood, retirement, and building a legacy. And, some of these life events don’t even happen in sequential order (or at all). More often, they come in a “non-traditional” order and one is not a prerequisite to another: marriage can come after parenthood; continued education can be a means to better oneself even after carving out a solid career path; and if the cards allow, we can
ShepHyken
JULY 8, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley. (Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.
Aria Solutions
JULY 8, 2019
Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them. Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today.
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!
CSM Magazine
JULY 8, 2019
This fourth of July, I enjoyed a game at our regional Single-A affiliate stadium, with sun, beer, brats, and great baseball. We also had the pleasure of sitting next to 2 scouts, who were clocking pitches, detailing the stats and performance of every player on the field. They had been following all the teams in the division and attending every game, including taking videos of key player performances, as well as the stadium, noting attendance and atmosphere.
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