delighted

APRIL 5, 2019

Feedback 74

Feedback Customer Experience 74

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Chatbots 288

Chatbots Customer Experience Cloud contact Contact Center 288

Nuance

APRIL 5, 2019

The NCAA Tournament Final Four is upon us! Brackets have been busted. Office pools across the country are ruined. And that guy in accounting who picks teams based on their mascot is the only one happy. The basketball teams themselves – Michigan State, Auburn, Texas Tech, and Virginia – are excitedly preparing for their big […] The post Advance your IVR to the Final Four appeared first on What’s next.

Interactive Voice Response 40

Interactive Voice Response Accountability Contact Center Call Center 40

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.

Coaching 281

Coaching Employee engagement Best practices Consulting 281

Advertisement

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.

ProProfs Blog

APRIL 5, 2019

Every brand in the market wishes to revamp its customer support strategies after a certain period of time. No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies? Well, I’d say why not consult a customer service expert to help you bring the necessary changes to the strategies.

Customer Support 140

Customer Support Chatbots Customer centricity Feedback 140

ProProfs Blog

APRIL 5, 2019

Data is the new oil. Data is the fuel for the modern marketing machinery; Data has changed how businesses operate. But like every mineral in its raw, unprocessed form, data is just a bunch of numbers, graphs, and information. The result of this surge in the value of data? Companies are willing to spend large amounts of money for data analytics. In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data.

Surveys 122

Surveys Upselling Employee engagement Sales 122

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Metrics 72

Metrics Upselling Accountability Enterprise 72

Tethr

APRIL 5, 2019

At Tethr, we talk a lot about reducing customer effort and the research that went into The Effortless Experience. Our Chief Product & Research Officer, Matt Dixon , wrote the book on it (literally) and we invested in training the Tethr Platform to essentially listen to your customer calls like Matt’s researchers would at scale. We do this because we know from the research just how important minimizing effort is to customer loyalty and improving the overall customer experience.

Self service 53

Self service Customer effort Engineering Customer Experience 53

TeamSupport

APRIL 5, 2019

Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you. Maybe it’s because you’ve done something great, but most of the time it’s due to an error or malfunction in your product or service. So, what can you do on these days where the ticket volume just isn’t going down? Here are 5 tips for handling an increase in ticket volume so you can make the best of these unwelcome situations…. 1) Tag, associate, and categorize tickets – Sometimes when t

Call Logging 55

Call Logging Self service Morale Customer centricity 55

Advertisement

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

Surveys

Kapta Customer Success

APRIL 5, 2019

Sales is hard enough as it is. Don’t make it worse for yourself by pushing products from the beginning. In a B2B context, there’s a better way of doing it. Selling products may be the end goal, but if you emphasize products from the beginning you’ll have trouble keeping your client’s attention. Take time to understand your client’s unique situation so you can present them with a solution that fits their needs perfectly.

Sales 53

Sales Management B2B Accountability 53

NICE inContact

APRIL 5, 2019

If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, as the call is “going out” of the call center. .

Call Center 48

Call Center Cloud contact Telemarketing Airlines 48

Mindtouch

APRIL 5, 2019

We’re so pleased to announce the MindTouch Spring ‘19 launch. This launch includes three new solutions: Capture Manager. Capture Manager for Service Cloud. OpenID Connect Ready. The theme of the Spring ‘19 launch is twofold: content creation and identity and access management (IAM). Read on for more details about each solution, including how MindTouch users can get these implemented on their own deployments.

Best practices 48

Best practices Personalization Management 48

Global Response

APRIL 5, 2019

The Ecommerce Operations Summit 2019, set to take place at the Greater Columbus Convention Center in Ohio from April 9-11, offers “insight and ideas to help your entire direct-to-consumer operations achieve more. The post Top picks: Sessions, tours at Ecommerce Operations Summit appeared first on Global Response.

48

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

Jon Arnold

APRIL 5, 2019

Just doing a shout-out for my latest thought leadership effort - it’s an Insight Report, published by No Jitter and sponsored by Voxbone. There’s more to the cloud than meets the eye when using it for contact center, and that’s what this paper explores. Being hosted on No Jitter, this is gated content, so you need to register to get a copy , but that won’t take long at all, and am sure Voxbone will be happy you did that.

Contact Center 45

Contact Center Cloud contact 45

Global Response

APRIL 5, 2019

The Ecommerce Operations Summit 2019, set to take place at the Greater Columbus Convention Center in Ohio from April 9-11, offers “insight and ideas to help your entire direct-to-consumer operations achieve efficiencies more. The post Top picks: Sessions, tours at Ecommerce Operations Summit appeared first on Global Response.

48

48

inmoment

APRIL 5, 2019

If you’re in the food service industry , then you’re no stranger to the guest experience. In fact, the customer experience (CX) and food service industries have evolved together overtime. What do I mean by this? Well, the food service industry was one of the first to embrace the idea of customer experience. Some experts even believe that restaurants’ need to gather guest feedback to improve their operations pushed the customer experience (CX) industry to where it is today.

Feedback 40

Feedback Customer Experience Management Best practices 40

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Read on! Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders.

Customer centricity 40

Customer centricity Upselling Accountability Customer retention 40

Advertisement

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

CSM Magazine

APRIL 5, 2019

The current trend in national and multi-national companies is to create personal relationships with customers, and to treat them as individuals. Communication is more informal and is designed to convey the values of the company: caring, empathetic and trustworthy being the most frequently chosen characteristics that organisations want to project. How would you like to do business with a company you could trust – absolutely?

Airlines 40

Airlines Government Advertising Marketing 40

Brad Cleveland Blog

APRIL 5, 2019

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations … Continue reading → The post Offer More Consistent Customer Service with Accurate Workload Forecasts appeared first on Brad Cleveland.

Workload forecasts 26

Workload forecasts Customer Service Contact Center Call Center 26

Mindtouch

APRIL 5, 2019

We’re so pleased to announce the MindTouch Spring ‘19 launch. This launch includes three new solutions: Capture Manager. Capture Manager for Service Cloud. OpenID Connect Ready. The theme of the Spring ‘19 launch is twofold: content creation and identity and access management (IAM). Read on for more details about each solution, including how MindTouch users can get these implemented on their own deployments.

Best practices 17

Best practices Personalization Management 17

Brad Cleveland Blog

APRIL 5, 2019

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea.

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

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

Hero Digital

APRIL 5, 2019

We’re back from Adobe Summit, a conference renowned for sparking bold ideas and where creative and technical geniuses unite. Like many , our heads are spinning with integration possibilities, new business lingo, and a renewed sense of retention serving as “the new growth.”. Heading into Summit we were particularly excited to bring our voice-activated Adobe Screens experience to the Community Pavilion.

B2C 10

B2C B2B Advertising Marketing 10

Brad Cleveland Blog

APRIL 5, 2019

Everything to do with getting resources right in a contact center begins with predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of work stations you need, even how many snacks are in the cafeteria. You get the idea.

Workload forecasts 20

Workload forecasts Customer Service Contact Center Call Center 20

Stratifyd

APRIL 5, 2019

Estimated reading time: 1 minute. Alysha Cormack, Product Manager at ESPN, will be a guest speaker at Stratifyd’s town hall meeting this afternoon. She'll be sharing her experiences in product management within the sports industry. “I’m thrilled that Alysha is taking the time to speak with our team,” Stratifyd CEO Derek Wang said. “She has an extensive background in web development, making it a great opportunity for our team to learn how tech is evolving in different industries.”.

Accountability 8

Accountability Management 8

Hodusoft

APRIL 5, 2019

Whichever way one looks at it, a hosted PBX solution is far better for business communication and it suits all business types ranging from small businesses to large, international enterprises. The latest and the best If you were to go in for an in-house proprietary solution you will need to upgrade at frequent intervals to keep in step with changing technologies.

voip 8

voip SaaS Enterprise Interactive Voice Response 8

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

Journey mapping

delighted

APRIL 5, 2019

You’ve collected, analyzed, and derived insights from customer data - now what? The customer will be waiting for acknowledgement or an update from your company, so creating an efficient, organized, and candid system to close the loop with your clients and make the required changes you need is vital. Since your customers’ needs and wants are always evolving, the process of staying on track with the innovation needed to maintain relevance can be daunting.

Feedback 44

Feedback Customer Experience Surveys Best practices 44

Stratifyd

APRIL 5, 2019

Estimated reading time: 2 minutes. At the Charlotte Area Technology Collaborative (CATC) Blue Diamond Awards ceremony Thursday night celebrating the cream of the crop in the city’s tech scene, Stratifyd won the Cool Innovation category. The Cool Innovation award is presented to an individual or company that demonstrates creativity, execution, and applied invention that addresses a new approach to an old problem, making a lasting impact in the way we work with each other. "I'm grateful to be

Education 40

Education Enterprise Analytics Technology 40