Tue.Aug 27, 2019

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How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point. Often these programs have offered third-party gym memberships or health and wellness fairs for employees to attend during lunch or while on a break. It’s almost as if employers have […].

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10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated.

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Trending Sources

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Four Strategies to Help Your Team Resolve Customer Service Complaints Quickly

Fonolo

Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.

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Amazing Business Radio: Chris Bauserman

ShepHyken

The Emotional Customer Experience. Understanding the Emotion Behind the Experience Economy. Shep Hyken interviews Chris Bauserman. They discuss how emotions and personalization play a large role in the customer service and experience of today, and how we can use data analytics to harness that knowledge for improvement. The Interview with Chris Bauserman: The experience economy has changed dramatically over time.

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The 2023 Verint Experience Index: Retail

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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Want to Improve the Patient Experience? Stop Sending Bad Surveys

Callminer

When it comes to measuring the patient experience in healthcare, good customer survey design is rare. And using mixed methods to uncover insights is rarer still.

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Four Strategies to Help Your Team Resolve Customer Service Complaints Quickly

Fonolo

Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything. Today’s consumer doesn’t just want same-day delivery, they want same-day resolution to any inquiry or complaint they make with a company.

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6 Business Tips to Help Ensure Your International Conference Calls Go Successfully

CrazyCall

When you are hosting an international conference call, it is important to find proper ways to overcome language barriers, cultural differences and make everyone feel equal. This can sometimes be difficult to accomplish, but not impossible, especially if you follow a set of rules meant to help you get the most out of a conference call. International conference calls can sometimes be hard to schedule, so the last thing you want to do is make the attendants feel like they have not gained anything f

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Stop worrying and trust your customers.

NameShouts

Balancing free name pronunciation with revenue. Pricing is a touchy subject. How can you hand out free name pronunciations when your entire offering is name pronunciation? In the journey of building a startup, there comes, time and time again, a recurring question. How do you make money? No matter the mission, purpose, or lofty goals founders may have, finances cannot be ignored.

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The Magic of Service Mystery

Chip Bell

“You’ll nefver guess who will be the main attraction at our 6pm wine and cheese reception in the lobby. Last week we had a fortune teller everyone insisted was an extraterrestrial!”. It was the “come on down” greeting on my guest room desk at the Hotel Monaco. I was planning on having dinner with friends at 6pm but I called them and rescheduled it until seven.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Exploring the Importance of Customer Lifetime Value

Totango

In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Customer lifetime value is the net profit acquired from a customer throughout a company’s relationship with them. The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention.

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11 Benefits of On-demand, Virtual Customer Service

Working Solutions

As more and more data supports the fact that a great customer experience (CX) is essential for driving growth and achieving long-term success, it’s becoming equally clear that virtual customer service providers is the most effective and budget-friendly way to accomplish this important goal. Though some traditional-minded leaders still cling to the idea that customer […].

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The IVA Checklist for CX Blackbelts

Interactions

What’s the difference between a good IVA and a great one? . You’ve probably had experiences with an “okay” IVA. It got the job done, but maybe not in the fastest or most efficient way. You may have had to repeat a few things, or maybe it took a few tries for the technology to understand what you were actually calling about. You completed your transaction, but you left the interaction feeling annoyed. .

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5 Benefits of Remote Work for Employers

Jive

Advancing technology and an evolving employee mindset have paved the way for remote, flexible work to rise in modern workplaces. This move towards productive working from a home office or similar space has fundamentally changed the way companies do business. Giving office workers the perk of working from home, or expanding your hiring opportunities by making remote work an inherent part of your operations, comes with a host of benefits.

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The Open CCaaS Advantage Report

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.

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The Definitive Product Launch Checklist

Guru

We know you’re a super busy person, and that's why we created the Definitive Product Launch Checklist to help you master the art of the new feature announcement. Whether it’s work, mind, body, or soul, we’ve got you covered.

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7 Customer Satisfaction Metrics You Need to Measure Today

HelpCrunch

Measuring satisfaction – the very concept seems weird. It’s either there or not, what’s there to measure? Yet, it turns out that you can, in fact, measure customer satisfaction, and in more than one way. [ … ]. The post 7 Customer Satisfaction Metrics You Need to Measure Today appeared first on HelpCrunch blog.

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Alorica República Dominicana Recibe Reconocimiento Del Gobierno Del País

Alorica

Alorica Inc., líder global en soluciones de servicio al cliente, anunció que su subsidiaria en el país recibió un importante reconocimiento por parte del Gobierno de la República Dominicana por su contribución en la generación de empleos y formación del capital humano, dentro de la ceremonia con motivo del 50 aniversario de la implementación del régimen de zonas francas en nuestro país.

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Episode 63 – Preventing Customer Churn and Winning Back Lost Customers

Kristina Evey

Losing customers and customer churn are a huge concern for businesses everywhere, yet many leaders don’t know what to do … Read More Episode 63 – Preventing Customer Churn and Winning Back Lost Customers. The post Episode 63 – Preventing Customer Churn and Winning Back Lost Customers appeared first on Kristina Evey.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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7 Customer Satisfaction Metrics You Need to Measure Today

HelpCrunch

Measuring satisfaction – the very concept seems weird. It’s either there or not, what’s there to measure? Yet, it turns out that you can, in fact, measure customer satisfaction, and in more than one way. [ … ]. The post 7 Customer Satisfaction Metrics You Need to Measure Today appeared first on HelpCrunch blog.

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Six Benefits of Outsourcing Your Customer Service

CSM Magazine

One of the ways companies endeavour to make themselves more efficient is by outsourcing some of their business operations. In this article we’ll look at some of the benefits of outsourcing your customer service. With the increasing importance of the global marketplace, outsourcing has become a popular way for companies to cut expenses. From manufacturing to customer service, many companies operating internationally are now using outside firms to provide services at a lower cost.

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Ride the WAVES to Digital Transformation Success

ConvergeOne

Digital transformation is a never-ending journey that requires organizations to continually update their technology to keep pace with innovation. This lends a sense of urgency to any technology upgrade, which means that organizations will oftentimes partner with solution providers who offer a quick fix and grandiose promises. The problem? The solutions are out-of-the-box rather than tailored to the specific needs of the organization.

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FluentStream is the 1,401st Fastest Growing Company in America!

FluentStream

We’re thrilled to announce that FluentStream was listed as #1401 on the Inc. 5000 Most Successful Companies in America! In the past year, we’ve more than doubled our team and worked with our amazing clients to achieve a revenue growth. Read More.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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What to Say When Transferring a Call

VirtualPBX

The defining question for all live receptionists is this: What do I say when transferring a call? The question brings up ideas about phrasing, pacing, and connections to callers and fellow employees, all of which we’ve discussed at length in a previous blog post. Today’s follow-up blog offers you some actual scripts to use in a variety of situations.

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Build better customer relationships with digital automation

Nuance

I recently came across an article that stated six out of every ten employees expect that they will have artificial intelligence or advanced automation solutions in place by 2022. What was once considered reserved for only early adopters and leading tech teams, is now being used to speed up routine tasks such as eDiscovery in law […] The post Build better customer relationships with digital automation appeared first on What’s next.

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CSM from the Trenches: Mentors – Steve McDougal, VP of Customer Success, Preqin Solutions / Dynamo Software

ClientSuccess

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.

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Build better customer relationships with digital automation

Nuance

I recently came across an article that stated six out of every ten employees expect that they will have artificial intelligence or advanced automation solutions in place by 2022. What was once considered reserved for only early adopters and leading tech teams, is now being used to speed up routine tasks such as eDiscovery in law […] The post Build better customer relationships with digital automation appeared first on What’s next.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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How to evaluate HIPAA compliant patient engagement software vendors, Part 1

Comm100

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of the software vendor in protecting Personal Health Information (PHI). The second post explores the core requirements of a HIPAA-compliant digital engagement platform. The need to preserve the privacy and sanctity of personal healthcare data requires no deep explanation.

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How Restaurant Brands Can Guarantee Great Guest Experiences with Third-Party Meal Delivery

inmoment

To leverage a third-party delivery company, or to go it alone? That’s the question facing many franchise and independent restaurants. Today’s diners love meal delivery services; the average person has two food delivery apps on their phone and uses them three times a month. More than half (54%) of users start their meal search with a specific restaurant in mind, then look for it in an app.

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How Call Center Agent Scripting Can Save Your Business

ChaseData

When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not. However, sometimes what your agents don’t say is just as important as what they do say.

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