May, 2014

article thumbnail

Unifying the Customer Experience: How Do You Do It and Why Is It Important?

Callminer

Today’s customer expects a unified experience across communications channels. Here’s why customer service agents need to embrace multi-channel support for customers.

article thumbnail

Routing Customers for the Best Outcomes

Joe Rawlinson

'Your customers think they know who to talk to at your company to get their problem solved. The trouble is that your customers are wrong. Their assumptions are incorrect. Or you’ve changed since the last time they came to visit. It is your job to make sure you route your customers to the right place to solve their problem. This last week I visited a local government office to get a permit.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

'Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily.

article thumbnail

Never Under Estimate the Power of a Thank You Note to Boost Customer Loyalty

Kristina Evey

'Thank You Notes Show You Care About Your Customers. Remember Thank You notes? The things that we encouraged to write as kids every birthday or holiday when we received gifts from relatives or friends? My own personal experience is that I didn’t enjoy writing them at all. But, my mom had a point – “They made an effort to purchase a gift with you in mind.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

Online Surveys and CRM – The New Voice of the Customer

GetFeedback

When you tie your Voice of the Customer program into your CRM, you can centralize customer data and deliver an outstanding customer experience.

CRM 60

More Trending

article thumbnail

Are Language Barriers in the Call Center Hurting Your Business?

Callminer

Are language barriers in the call center hurting your business? Here are 3 ways speech analytics can help you overcome these obstacles. Read more.

article thumbnail

How to Properly Celebrate Your Customer’s Birthday

Joe Rawlinson

'I recently had a birthday and was surprised to see my email inbox flooded with birthday greetings from companies I’ve done business with. The problem was that many of these emails were a total waste of time. Are you sending useless birthday emails to your customers? Let’s find out. I got two types of emails which are particularly noteworthy.

Banking 141
article thumbnail

Increasing Your International Customer Base and Experience Online

Win the Customer

'You can offer your products and services to customers in another country but learning the culture in new markets is the key to an exceptional experience.

Marketing 136
article thumbnail

Orthodontists Wanting More Patient Referrals Drifting Away from Old School Tactics

Kristina Evey

'Successful orthodontists are the doctors that understand that the “Old School” method of practicing medicine simply won’t make it in today’s world. Patients are customers. Beyond quality orthodontic care, they are also looking for quality customer experiences and service. It’s a high touch industry and in need of more discussion and collaboration between the patient, their parents, and the orthodontist than has typically been seen.

article thumbnail

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.

article thumbnail

High Customer Satisfaction from Increased Visibility

TASKE Technology

Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce. At TASKE, we provide the tools you need to understand the customer-facing interactions that have occurred in the past, but also, those that are happening

article thumbnail

A Conversation: De-Risking the First 90-Days for Your SaaS Customer

Amity

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Pam looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.

SaaS 48
article thumbnail

Security Tech Crosses Over to New Frontiers

Customer Interactions

'Technology always seems to evolve in ways that we cannot anticipate. Who would have thought that a cellphone would go from having a singular purpose of making and receiving calls to being used for everything from filming videos to mobile banking? Today’s smartphone is a great example of how technology can cross over into entirely new applications.

article thumbnail

Explain the Hidden Surprises to Customers

Joe Rawlinson

'Do you like surprises? What about your customers? It is a great thing to pleasantly surprise your customers. However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard. The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce.

Sales 127
article thumbnail

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.

article thumbnail

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland Blog

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

article thumbnail

The Best Way to Increase Patient Satisfaction, Care, and Loyalty

Kristina Evey

'HEALTH CARE DEPENDS ON EMPATHY AND COMPASSION. The most important investment to make in health care? It''s not the technology, not the office flow, not the insurance contracts, but rather focusing on the needs of the individual patients as human beings. It''s focusing on the patient themselves. Now, all of the above listed areas are clearly quite important.

article thumbnail

Re-queues: Maximize the Good and Eliminate the Bad

TASKE Technology

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.

article thumbnail

Refining Your Value Proposition

Amity

Learning is essential in any business. This is especially true for early stage companies that are still defining themselves. In addition to making customers happier and more successful, your Customer Success team can serve a critical role by helping your organization clarify its Value Proposition. A six-step process shows you how. The Role of Learning.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

Best Practices for 9-1-1 QA

Customer Interactions

'There are few places where quality service matters more than emergency communications. PSAPs review calls to ensure they’re meeting high service standards and adhering to protocols (a process known as Quality Assurance or QA). Today this involves mainly voice calls. But as NG9-1-1 and public safety broadband come online, PSAPs will become the touch point for handling text-to-9-1-1, video and a whole lot of sensors and data.

article thumbnail

Re-queues: Maximize the Good and Eliminate the Bad

TASKE Technology

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly?used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings.

article thumbnail

Everyday 9-1-1 heroes doing extraordinary things

Customer Interactions

'One of the distinct privileges I’ve had during my 7+ year career here at NICE is administering the PSAPs’ Finest Awards program. For those of you who are not familiar with the PSAPs’ Finest Awards, it’s an annual program, sponsored by NICE, that recognizes individuals who work in 9-1-1. It started in 2006 as a telecommunicator recognition program and branched out to include other 9-1-1 roles.

article thumbnail

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland Blog

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

article thumbnail

The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

article thumbnail

Secrets to Creating an Engaging Culture

Brad Cleveland Blog

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles.

article thumbnail

Secrets to Creating an Engaging Culture

Brad Cleveland Blog

Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that companies ranked in the top quartile for employee engagement are 18% more productive and 12% more profitable than those in lower quartiles.

article thumbnail

The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share

Brad Cleveland Blog

The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.

article thumbnail

The Edge of Service™, Issue 8: The Trait All Successful Service Leaders Share

Brad Cleveland Blog

The Edge of Service™ Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she attended college. She recalls huge phones, multiple lines, and data entry on pen and paper.

article thumbnail

AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

article thumbnail

How to Improve the Accuracy of Your Schedules

Brad Cleveland Blog

article thumbnail

How to Improve the Accuracy of Your Schedules

Brad Cleveland Blog

article thumbnail

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland Blog