Transparent BPO

MARCH 26, 2019

The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. The report’s findings are as follows: Reshoring Taking Center Stage The demand […] The post Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says appeared first

Call Center 75

Call Center outsourcing Contact Center 75

Nicereply

MARCH 5, 2019

“While things like beach vacations can give us pleasure, things like meaningful work can give us purpose.” We spend a lot of time at work. Specifically, the average person spends 90,000 hours at work over the course of their lifetime. Let’s put that into perspective. The average global life expectancy is 71.5 years. We spend about 26 of those years sleeping , which means we’re awake for roughly 45.5 years, or 390,580 hours.

Customer Support 85

Customer Support Construction Scripts Customer centricity 85

InGenius

MARCH 28, 2019

Gamification helps organizations achieve their goals and reach new levels of success. It isn't a new concept. For years now, app developers have been turning to gamification to incentivize their users to stay active and teachers have been giving gold stars to their students for good behavior. Especially in the past few years, employers have been using gamification in the workplace as well.

Gamification 91

Gamification Sales Management 91

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

Personalization 369

Personalization Customer Experience Journey mapping Education 369

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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.

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 359

Management Consulting Consulting Benchmark 359

Contact Center Pipeline

MARCH 20, 2019

Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. Similarly, chatbot technology offers considerable benefits internally to assist agents in delivering quick, accurate responses to customers, as well as streamlining followup tasks, communications, scheduling and HR requests. In Part 1 of this series, our experts discussed typical applications […].

Chatbots 261

Chatbots Contact Center Technology Personalization 261

Callminer

MARCH 19, 2019

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a streamlined environment.

Telecommunications 207

Telecommunications 207

Myra Golden Media

MARCH 6, 2019

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language. The CBS This Morning crew stopped the interview to give R. Kelly the chance to compose himself.

Customer Experience 236

Customer Experience Personalization Call Center 236

CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. With improving the customer experience an imperative, alongside of controlling costs, the barriers of resistance become small. But for one contact center that implemented virtual agents, their call handle times quadrupled!

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

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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

Surveys

Beyond Philosophy

MARCH 8, 2019

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers. Customer loyalty consultants refer to it as Innovative Customer Experience, and it is the key to getting your customers to talk about your experience to everyone they know. Author, speaker, and customer loyalty expert Dr.

Consulting 334

Consulting Consulting Customer Experience Marketing 334

ShepHyken

MARCH 26, 2019

From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace. In Shep’s Opening Monologue… He discusses the pros and cons of chatbots.

Chatbots 311

Chatbots Contact Center Technology Customer Experience 311

Contact Center Pipeline

MARCH 13, 2019

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation has enormous appeal as an efficient, affordable option for companies that lack the human staff to effectively manage the workload in the contact center (one of the top 3 challenges […].

Chatbots 212

Chatbots Contact Center Management Customer Service 212

Callminer

MARCH 11, 2019

While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.

Analytics 207

Analytics Contact Center Surveys Feedback 207

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

ProProfs Blog

MARCH 27, 2019

The promise of a delightful customer support experience comes with the responsibility of actually delivering it consistently. Just buying and installing the latest customer support software onboard does not automatically mean that you will provide a great experience to your customers. There are various things that need to be taken into account besides the use of a support tool that will make or break the experience for a customer.

Customer Support 163

Customer Support Chatbots Customer centricity Enterprise 163

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. I was leading the project and we had 15 people around the table to make this choice. It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. However, we weren’t. We were irrational about it. Your customers are irrational, too.

B2B 332

B2B CRM B2C Education 332

ShepHyken

MARCH 13, 2019

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. Some people don’t realize that the Pay It Forward movement was started by a movie of the same name, which was based on a book by Catherine Ryan Hyde.

Customer Service 284

Customer Service Personalization Customer Experience 284

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

Contact Center Pipeline

MARCH 21, 2019

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings. Moreover, without well-defined processes for what to do with the information, the impact falls short of potential.

Contact Center 190

Contact Center Management Call Center Technology 190

Callminer

MARCH 31, 2019

Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.

Call Center 182

Call Center 182

ProProfs Blog

MARCH 1, 2019

Customer support has become the topmost goal for any business. No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Here’s a sneak-peek into the interview that we conducted with Annette Franz, CCXP; founder and CEO, CX Journey Inc.

Customer Experience 147

Customer Experience Journey mapping Customer centricity Multichannel 147

Lumoa

MARCH 3, 2019

There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work.

Customer Experience 134

Customer Experience 134

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.

Contact Center

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. Those that do often don’t think about how they will use the information they measure. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

ShepHyken

MARCH 6, 2019

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do.

Airlines 281

Airlines Coaching Customer Service Customer Experience 281

Contact Center Pipeline

MARCH 27, 2019

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or provide accurate answers to their questions. Chatbots increasingly provide a valuable 24/7 channel for simple transactions and communication, but how do you get customers to trust the technology and use it, […].

Chatbots 145

Chatbots Contact Center Self service Technology 145

Fonolo

MARCH 26, 2019

While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.

Call Center 127

Call Center Technology Customer Service Customer Experience 127

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

ProProfs Blog

MARCH 6, 2019

Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach. Learning the customer’s behavior and pain points. Building personalized customer support experience.

Customer Support 132

Customer Support Sales Surveys Personalization 132

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Customer Experience 122

Customer Experience Analytics 122

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.

Customer Experience 286

Customer Experience Consulting Consulting Marketing 286