NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments. Improving contact center quality is one of those activities that deliver perpetual benefits.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Customer Service Life

SEPTEMBER 7, 2018

This article originally appeared on the CustomerThink blog as part of my monthly column on June 12, 2018. Click here to read the original. Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them.

Quality calibration 97

Quality calibration Calibration Surveys Coaching 97

Fonolo

SEPTEMBER 4, 2018

You know when you’re listening to a podcast interview and the guest says something and you literally smack your head, pause the podcast, and start tweeting? Happened to me last week. Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”.

Call Center 209

Call Center Self service Contact Center Chatbots 209

Beyond Philosophy

SEPTEMBER 7, 2018

How do we measure a feeling? What emotions should we be measuring? Where and when should we be measuring them? Colin and Ryan discuss what is best practice and what you should be doing. The post How To Measure Customer Emotions appeared first on.

Customer emotions 297

Customer emotions Best practices 297

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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.

ShepHyken

SEPTEMBER 4, 2018

Bend Over Backwards For Your Customers. How to adopt a hospitality mentality within your organization. Shep Hyken sits down with his friend and restaurateur Kim Tucci. They discussed “the hospitality mentality,” how to hire good people and ways to reduce employee turnover. ??. Top Takeaways: You won’t always exceed the customer’s expectations, but that doesn’t mean you shouldn’t try at every opportunity.

Customer Experience 226

Customer Experience Management Customer Service 226

Fonolo

SEPTEMBER 5, 2018

He-Man had the right idea when he held aloft his sword and transformed into his mightiest self. “I HAVE THE POWER!” he proclaimed with animated gusto. Although the cartoon is pushing 35 years old, it’s still an inspiring sight to see (and message to hear). While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our cus

Abandon rate 240

Abandon rate Contact Center Call Center Technology 240

Russel Lolacher

SEPTEMBER 4, 2018

What if you could make the ordinary, a little more extraordinary? What if you could be a hero in your customers tale? Stay tuned for a story of missed destinations, unexpected fairy tales, and a little something extra. This is the Customer Experience Storytime tale of…. A Dish Bear-ly Served Cold The Story ACT ONE: Robert gazed. The post CX Storytime Tale of A Dish Bear-ly Served Cold appeared first on The Upsell.

Upselling 144

Upselling Customer Experience 144

ShepHyken

SEPTEMBER 5, 2018

We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. It’s easy to teach the basics. They are part of the operation and the process. They happen every day. But, sometimes there are opportunities to deliver customer service when it’s not expected.

Self service 226

Self service Customer Service Management Customer Care 226

Callminer

SEPTEMBER 5, 2018

In this post, we explore the concepts of BPO and KPO and discuss the key differences between the two.

Call Center 207

Call Center 207

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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

Contact Center Pipeline

SEPTEMBER 7, 2018

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps! Your new job will be judged on sales volume […].

Sales 147

Sales Management Upselling Contact Center 147

Fonolo

SEPTEMBER 6, 2018

Customer support is currently standing at a crossroads: One road leads to exciting automated technologies, and the other to the ‘human touch’. Recent technological advancements are many, ranging from Artificial Intelligence (AI) (and related automated tools like virtual assistants, chatbots, etc.) to real-time messaging, simulation, self-service and crypto-currency.

Customer Support 139

Customer Support Contact Center Benchmark contact center solutions 139

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. But, even if you’re not going to be reviewed, perform as if you are. – Shep Hyken. If your customer service and success teams are anything like the average customer-focused team, you are always looking for ways to show your ROI to leadership and other departments, and working on initiatives to increase that ROI.

B2B 201

B2B Surveys Sales Marketing 201

Outsource Consultants

SEPTEMBER 5, 2018

Direct response marketing has been very popular for many years. There’s a good reason for this popularity: these kinds of marketing campaigns generate a ton of leads and sales. Examples of direct response marketing campaigns include: Television commercials that urge viewers to call within a given amount of time to receive a great offer. Email or physical mail urging the recipient to contact the company within x amount of days.

Contact Center 114

Contact Center Inbound sales outsourcing Outbound sales 114

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

SharpenCX

SEPTEMBER 4, 2018

We all need a little boost of motivation when we return to our desks after a long weekend. Sometimes we only need a cup of coffee or a quick break to read our favorite blogs to get our head back. Read More. The post Top 20 Quotes for Coaching Inspiration appeared first on Sharpen Contact Center Software.

Coaching 112

Coaching Contact center software Contact Center 112

CrazyCall

SEPTEMBER 4, 2018

Social media are not just about little kittens and juicy gossip about movie stars. Social media are a great way to share knowledge and advice with others. Sales influencers adore doing this. And people follow them for that. Of course we can’t highlight thousands, indeed tens of thousands of inspirational and experienced sales executives, but we’ve created this list of 21 influencers who constantly share helpful advice, sales tips & tricks on social media and make up the world of sales, inclu

Sales 129

Sales SaaS CRM B2B 129

ShepHyken

SEPTEMBER 3, 2018

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. Companies Offering Convenience Are Taking Over The World by Shep Hyken. (LiveChat) I think that there is a revolution taking place in the world of business.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

Customer Service 122

Customer Service Customer Support Contact Center 122

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!

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Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . This list features influencers who are contributing to the customer service industry in an outstanding way. Peter has received numerous “top influencer” accolades in related subjects (analytics, digital, AI, etc.), and is an IBM Futurist and SAS Collaborator.

Customer Service 100

Customer Service Automotive B2C CRM 100

Contact Center Pipeline

SEPTEMBER 6, 2018

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will most likely spend half of our waking life at work. If you put in the right amount of effort, you can create an environment where you and your staff look forward […].

Employee engagement 100

Employee engagement Contact Center Call Center 100

Outsource Consultants

SEPTEMBER 5, 2018

We have over 25 years of experience working in the call center outsourcing industry. We’ve recommended a variety of domestic and nearshore locations to our clients. However, we also want to make sure we’re recommending quality offshore options. For offshore contact center outsourcing, it’s hard to top a few of the countries located in Asia-Pacific. Asia-Pacific is one of the largest, most populated regions in the world with multiple spoken languages.

outsourcing 93

outsourcing Contact Center Business Process Outsourcing Telemarketing 93

Aspect

SEPTEMBER 7, 2018

Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in Chicago: wait 15 minutes and its likely to change.

Customer Service 105

Customer Service Management 105

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

Nextiva

SEPTEMBER 6, 2018

VoIP, or voice over internet protocol, is almost always capable of saving you money as compared with older, legacy phone systems. That's because providers make use of cloud-based technologies with large-scale efficiencies to bring VoIP costs down for customers. Yet like a lot of information technology services, the costs around Voice over IP (VoIP) varies. […].

voip 93

voip Technology 93

Kayako

SEPTEMBER 6, 2018

Usually, when your customers reach out to you, they are already in a bad state—they’re having problems with their product or service and they want your help. Ideally, they wouldn’t have to talk to anyone. Customers would rather not have to talk to anyone when they’re running into trouble, but would ultimately rather not have any trouble at all. So, when they reach out to you, if you provide them with an experience that is less-than-stellar, it can make the whole thing feel even worse.

Accountability 87

Accountability Personalization Customer Support Customer Experience 87

Bright Pattern

SEPTEMBER 5, 2018

Last week we posted a blog "Enabling A Great Experience Is Now Imperative: The Cloud Is the Key Enabler" to discuss benefits of the cloud. But d espite an industry-wide understanding of the benefits of the cloud, adoption remains low.

Surveys 74

Surveys 74

Amity

SEPTEMBER 5, 2018

You’ve succeeded at putting a Customer Success team in place. They are showing results to your bottom line, adoption is growing and trials are converting. It’s a well-oiled machine – but is it perfect? It’s probably pretty close. But like all departments within any organization, there is always room for improvement – especially as your SaaS offering evolves and your customer base grows.

Technical Support 80

Technical Support Upselling Accountability SaaS 80

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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.

Self service

Nextiva

SEPTEMBER 1, 2018

If you want to know how to call Canada from the US, we encourage you to read on and learn the surprisingly simple process. For a quick guide, follow the three steps below: Start by Dialing "1" (exit code) Dial the area code (see chart below) Dial the remaining seven digits Have more in-depth questions? […]. The post Calling Canada from the US Is Easier Than You Think [Quick Guide] appeared first on Starting a Business - Insights, Growth, and Productivity Tips.

voip 89

voip 89

Toister Performance Solutions

SEPTEMBER 4, 2018

The lightbulb moment happened in a convenience store. I had gone in to buy a Coke on a hot summer day. As I approached the counter, I noticed everything about the cashier's body language suggested he didn't want to be there. His shoulders were slumped forward, he looked disheveled, and had a bored expression on his face. The cashier was ignoring customers as he heated a burrito in the store's microwave.

Customer Service 76

Customer Service Accountability 76

Ansafone

SEPTEMBER 6, 2018

How Outsourcing Companies Can Significantly Reduce Your Company’s Stress Outsourcing Companies provide a host of benefits, including alleviating many of the financial and logistical concerns of running an efficient, effective customer relationship program. Here are four ways that business process outsourcing solutions can significantly reduce your company’s stress: Boost Your Staff Support Even with exceptional time … How Outsourcing Companies Can Reduce Your Company’s Stress R

outsourcing 75

outsourcing Business Process Outsourcing Contact Center 75