Nextiva
SEPTEMBER 30, 2019
Customer service metrics are key performance indicators that measure the efficiency of your support team. These metrics have been singled out as essential and affects your bottom line. It’s closely linked to the company or team goals. The C-suite and managers believe it’s integral to the business’ success. This post is an overview of the […]. The post Are You Tracking These 18 Customer Service Metrics?
Steve DiGioia
SEPTEMBER 30, 2019
In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help.
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kommunicate
SEPTEMBER 30, 2019
Problem-solving is a very important ingredient of high-quality customer service. As long as you have a product, people will come to you and tell you they have problems with it. And by solving their problem, you are essentially increasing customer satisfaction. As a specialist, you may rush to offer your solutions, though this is where [.]. The post How to Improve Customer Satisfaction?
Dialer 360
SEPTEMBER 30, 2019
A significant amount of data is required to manage a call center appropriately and measure its performance effectively. A manager needs, for instance, statistics of customer satisfaction, the load on the system, agent satisfaction, caller needs, cost components, and call patterns, etc. However, acquiring data requires to track some key performance indicators.
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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
SEPTEMBER 30, 2019
Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customercount
SEPTEMBER 30, 2019
It might be called SOCIAL media, but when it comes to your brand, letting your guard down, not doing your research and being plain rude to your fans can really damage your online reputation and lead to dramatic and long-term consequences for your business. Continue reading → The post 11 ways you are damaging your online reputation appeared first on CustomerCount.
BlueOcean
SEPTEMBER 30, 2019
Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns?
GetFeedback
SEPTEMBER 30, 2019
Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience.
NICE inContact
SEPTEMBER 30, 2019
Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.
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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
Ansafone
SEPTEMBER 30, 2019
We are delighted to present Ansafone Contact Centers, an award-winning call center & BPO provider for outsourced call center solutions and telecommunication services. Discover and hear from the LeadershipTeam: Randy Harmat, President/CEO, Jared Mendez, CTO, Terra Saffen, Sr. Call Center Manager and all that contribute to the culture and high performing contact center offered to brands.
NICE inContact
SEPTEMBER 30, 2019
Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. A growing body of research, as well as companies’ experiences with the chat channel bear out chat’s many benefits. In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—
Nuance
SEPTEMBER 30, 2019
When financial institutions, telcos, governments and other organizations talk about authenticating customers and preventing fraud, the conversation has historically centered on the contact center. This was especially true in the age of call centers when the primary way that consumers engaged was by picking up the phone and talking with live customer service agents.
Andrew Mcfarland
SEPTEMBER 30, 2019
During a recent (Sept 2019) hotel stay, I noted the lobby plaques of previous employees of the month. Then I noted that the list stopped in July 2017. Uh oh! What message does this 2+ year gap send to current.
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!
Jon Arnold
SEPTEMBER 30, 2019
I’ve been doing a lot of podcasts lately, and this time around, I’m the one being interviewed. One of the newer companies on my radar is 2600Hz , and I spoke at their recent KAZOOcon event in San Diego. They have a nice mix of resources to help educate SMBs about cloud communications, and one of them is a monthly newsletter called Good News. Included in the current edition is a set of links to a few podcasts, including this one done with me about how UCaaS can help workers be more productive.
ClientSuccess
SEPTEMBER 30, 2019
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.
Russel Lolacher
SEPTEMBER 30, 2019
OR The Death of the UPsell Brand and the Birth of Doing More with L.E.S. “No, it’s not about sales. It’s about adding humanity to your organization.” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. It’s about building relationships.” “Trust is the ultimate UPsell.” I’ve been explaining “The UPsell” brand with these responses since 2009.
Nuance
SEPTEMBER 30, 2019
Every profession evolves over time—and that’s no truer than in the realm of CDI professionals, who must learn and adapt each and every day. Continuous learning happens daily, with every new case and each interaction. But, formalized continuing education remains especially vital. The benefits of continuing education are wide and well-documented, from improving your earning […] The post New ACDIS scholarship to help CDI professionals advance their careers appeared first on What’s next.
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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.
LiveVox
SEPTEMBER 30, 2019
Financial services institutions are already struggling to match the customer service fintech is offering. Meanwhile, Apple offers a credit card that takes the whole industry into the next era of fintech. For example, if you have an Apple card and don’t recognize a charge, the place of purchase will show up on a map on. The post Financial Services: 5 Signs It’s Time to Update your Contact Center Software appeared first on Livevox.
Nuance
SEPTEMBER 30, 2019
When financial institutions, telcos, governments and other organizations talk about authenticating customers and preventing fraud, the conversation has historically centered on the contact center. This was especially true in the age of call centers when the primary way that consumers engaged was by picking up the phone and talking with live customer service agents.
ChaseData
SEPTEMBER 30, 2019
When artificial intelligence - or AI - was first being introduced into the world of customer service, many people wondered how long it would last. Some thought it might be a passing fad, while others were certain it was doomed to be a flash-in-the-pan trend that would quickly fade with many others that have come and come. However, AI has proven its staying power and its relevance in both the customer service industry and the contact center setting overall.
LiveVox
SEPTEMBER 30, 2019
Banks and credit unions are already struggling to match the services fintech is offering. Meanwhile, Apple offers a credit card that takes the whole industry into the next era of fintech. For example, if you have an Apple card and don’t recognize a charge, the place of purchase will show up on a map on. The post Banks and Credit Unions: 5 Ways to Know It’s Time to Update your Contact Center Platform appeared first on Livevox.
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
bold360 Blog
SEPTEMBER 30, 2019
Subscribe via iTunes , Spotify and more. When it comes to AI, one space that’s not really talked about enough is the world of consumer science. So, on the latest episode of AI:IRL , I was joined by Dr. John Ennis. As a market research consultant focused on sensory and consumer science, Dr. Ennis has a really great perspective to share on how we can leverage AI to really benefit the consumer science space.
ShepHyken
SEPTEMBER 30, 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. NPS, CES, CSAT: Which One is the Best Metric? by Sara Staffaroni. (GetFeedback) NPS, CES, and CSAT are customer loyalty metrics.
Dialer 360
SEPTEMBER 30, 2019
As soon as the business expands beyond a certain volume of customers, it needs a contact/call center either inbound or outbound. Therefore, all businesses, having a large pool of customers, have hired or operating in-house contact centers. But before we talk about how does a call center operates, we must know the definition of contact or call center.
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