July, 2019

Analytics and Communications: Bridging the Gap

Revation Systems

Advancements in technology are pushing several industries to constantly change and evaluate their business models and practices – from updating the systems that run the internal processes to altering the ways that consumers engage with organizations.

10 Call Center Mistakes to Avoid when Striving for Effortless Experience

TechSee

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience.

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How to Chat With Customers Online: 9 Effective Tips for Customer Support

ProProfs Chat

Customer expectations are on the rise. Now, how updated are you in meeting their expectations at all times? No doubt, instant help is their top priority, and live chat is the solution. Except, it’s just the first step.

A Practical Guide To Evoke Emotions In Customers

Beyond Philosophy

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Customer Experience vs. Customer Service: What's the Difference?

Toister Performance Solutions

My beloved iPad is dying a slow death. It's several years old and I use it daily. The memory is nearly full. I've dropped it a few times. The lightening connector is getting finicky. So I'll soon be making a trip to the Apple Store to buy a new one.

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3 Tips for Improving the Enterprise Customer Experience

Totango

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.

Try Omnichannel… Again

Contact Center Pipeline

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12 Canned Response Examples to Save Yourself Lots of Time

HelpCrunch

Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog. Customer service Live Chat

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

Callminer

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Proactive Customer Support

ShepHyken

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company.

Can We Trust Facebook?

Beyond Philosophy

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was.

CEO’s Guide to Growth Through Customer Experience

Sampson Lee

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to provide an effortless customer experience

TechSee

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts.

Ask the Expert: Your Topic Modeling and Machine Learning Questions Answered

Callminer

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing. We wanted to highlight some from our most recent How to Use Topic Modeling to Extract Conversational Insights.

The Customer-Free Zone

ShepHyken

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The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Leveraging Artificial Intelligence for CS

Kustomer

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Contact Center Pipeline

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules.

How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.”

Statistics that Predict the Future of Customer Service

Joe Rawlinson

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

It’s Your Fault

ShepHyken

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment.

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

Changing Consumer Expectations: 5 New Customer Service Faux Pas to Avoid

Fonolo

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies.

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT).

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

POS System Support in the Cashless Society

TechSee

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey.

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

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What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.