CX Global Media

NOVEMBER 13, 2018

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities. Get ready, because the modern call center school for supervisor skill development is much different than the old-school ways.

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Call Center Contact Center Coaching Employee engagement 278

ConvergeOne

NOVEMBER 13, 2018

For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases? The companies didn’t actually completely get rid of voicemail, but they did experiment with eliminating it for certain users or groups of users.

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Customer Service Life

NOVEMBER 13, 2018

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.

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Contact Center Morale Journey mapping SaaS 60

Beyond Philosophy

NOVEMBER 15, 2018

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.

Construction 370

Construction Coaching Customer Experience 370

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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

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts. The other day I was interviewed and asked, “How does one get started?”.

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Customer Service Customer Experience Customer Care 290

Contact Center Pipeline

NOVEMBER 14, 2018

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making.

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Contact Center Call Center Technology Management 165

Beyond Philosophy

NOVEMBER 16, 2018

What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.

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Customer Experience 250

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. With technological advancements, the market has seen a tremendous shift in consumer behavior.

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Technology Chief Customer Officer Education Big data 238

Callminer

NOVEMBER 14, 2018

Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.

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Gamification Analytics Contact Center 182

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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

NOVEMBER 13, 2018

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive? Is it a consistent experience across departments? Remaining competitive means offering a great […].

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Contact Center Customer Experience Call Center 133

360Connext

NOVEMBER 16, 2018

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort. CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital enga

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Customer effort Journey mapping Wait times Customer centricity 120

ShepHyken

NOVEMBER 13, 2018

Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection. Top Takeaways: We are addicted and reliant on technology, so much that it gets in the way of building real human connections. Human connections matter.

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Technology Customer Service Employee engagement Management 228

Callminer

NOVEMBER 12, 2018

Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.

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Analytics 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

Contact Center Pipeline

NOVEMBER 15, 2018

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers. When conducting a payment transaction, the flick of the finger delivers a bill and another flick of the […].

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Contact Center Call Center 100

Customer Guru

NOVEMBER 13, 2018

What is customer loyalty? Customer loyalty is when a customer chooses a particular brand over the other similar providers in the market. This is so because he believes that the product and the experience have added value to him. He believes that the experience that he has had in dealing with this brand cannot be replicated by others. Such customers act as evangelists, encouraging their friends and folks to purchase from the same brand.

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Metrics Advertising Customer retention Marketing 117

ShepHyken

NOVEMBER 12, 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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. (Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

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Customer Service Marketing Customer Experience Technology 223

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? Well, look no further: You’ve come to the right place. Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.

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Customer Service Contact Center Engineering Education 108

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

TechSee

NOVEMBER 13, 2018

Customer Service centers have placed high hopes on chatbots, investing large sums in the technology’s automated ability to help customers help themselves. However, when the chatbot’s ability to interpret the customer’s phrases, nuances and complex reality is compromised, this limits the chatbot’s ability to help the customer solve the problem. With the growing demand for an excellent customer experience, customer service centers need innovative solutions to help their chatbots perform better in

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Ansafone

NOVEMBER 14, 2018

High-performing call centers understand that being innovative and employing industry best practices are the best ways to create efficient, productive, happy workplaces. BPO providers who aim to deliver value-added services and develop long-term partnerships must integrate these four call center best practices into their organizational philosophy and processes: Empower the Customer Service Representative The Contact … Call Center Best Practices Read More ».

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Best practices Call Center Contact Center Customer Service 90

Amity

NOVEMBER 14, 2018

This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. To properly examine this topic let’s start out by stepping out of our current professional frame of reference and look at this topic from the cu

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CrazyCall

NOVEMBER 14, 2018

The job of salespeople seems to be quite straight-forward. You sell stuff and get paid for doing so. You ask people whether they want to buy a product, offer some deals and help them by recommending the best choice. Simple, right? Not quite. Life of a salesman is paved with worries, concerns, lack of motivation, burnout and constant stress. That’s a lot and not everyone can take it throughout their whole career.

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Surveys Sales Marketing Technology 86

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

Transparent BPO

NOVEMBER 15, 2018

There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. Highly-engaged employees also go the extra mile to drive your business forward. Best of all, happy employees make […] The post 7 Steps to Increase Contact Center Agent Retention and Engagement appeared first on Transparent BPO.

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Contact Center Metrics Employee engagement outsourcing 86

Ansafone

NOVEMBER 15, 2018

With just one repeat customer generating as much revenue as six new customers, delivering quality customer experiences that breed loyalty is essential for companies to stay profitable in today’s competitive market. As a primary touchpoint with your brand, the contact center is an important bridge. This bridge builds the type of customer bonds that encourage … How Call Centers Capture Repeat Customers Read More ».

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Call Center Contact Center Marketing Customer Experience 89

Customer Experience Matters

NOVEMBER 16, 2018

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased.

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Customer Experience Management 87

Concentrix

NOVEMBER 13, 2018

Work for Client Nets Best Use of Technology in Customer Engagement London, UK – Concentrix won an award at the 2018 Engage Awards Gala in London. The post Engage Awards Recognize Concentrix appeared first on Concentrix.

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Technology 82

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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

Liveops

NOVEMBER 16, 2018

Don’t settle when it comes to talent during busy season. There’s a lot to look forward to during the holiday season, and I’m not just talking about “All I Want for Christmas Is You” returning to the radio waves. In terms of retail and e-commerce, the holidays bring in peak sales, traffic, and engagement with new shoppers—along with opportunities to convert those shoppers into repeat customers.

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Virtual Agent virtual call center Call Center Coaching 81

NICE inContact

NOVEMBER 13, 2018

There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it? Time. Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business.

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Wait times Self service Advertising Marketing 81

Avoxi

NOVEMBER 13, 2018

In the world of customer service, says bestselling customer service author and acclaimed speaker Shep Hyken, only one statistic matters: Does the customer come back. “Customer loyalty is not about a lifetime,” he notes. “It’s about the next time…Every time!” I caught up with Shep recently to chat about customers, service, and the communications industry.… The post Shep Hyken on Customer Service: 4 Trends Your Business Can’t Ignore appeared first on AVOXI.

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Customer Service 76