Fonolo

OCTOBER 3, 2018

Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. While some are overhauling and optimizing their entire operations and adapting to the demands of modern consumers, there exist some (even those belonging to notable brands) that lag a step or two behind the speed of change.

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Contact Center contact center workforce Gamification Call Center 170

SharpenCX

OCTOBER 3, 2018

Average Americans spend five years of their lives being bored. And, what’s rated as THE number one most boring task that sucks up years of everyone’s life? We’ll let you in on the secret. Watching water boil and waiting for. Read More. The post What Agents Aren’t Telling You About Working in a Call Center appeared first on Sharpen Contact Center Software.

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CX Global Media

OCTOBER 3, 2018

To assure alignment and execution of your contact center business plans, perhaps the single most important ingredient is the effectiveness of your fronltine supervisors. To a large extent, the level of your organization’s long-term success relies on the effective execution of daily operations, which is led by the frontline supervisor. To know if you’re at risk of creating success you must know how your supervisors compare.

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Call Center Coaching Contact Center Time management 174

Beyond Philosophy

OCTOBER 4, 2018

Each of us has a time of day when we are at our best. Likewise, we have times when we are not at our best. These times affect how we behave, and that can have repercussions for your Customer Experience. For example. I am a morning person. When I have something creative or complicated to do, I like to tackle it first thing. However, in the late afternoon to evening, I am useless.

Government 353

Government CRM Personalization Customer Experience 353

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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

OCTOBER 3, 2018

On a recent trip to Africa, I had the pleasure of meeting the Governor of Oyo State, Nigeria, the Honorable Abiola Ajimobi. He had a commanding presence and shared many insightful thoughts. I asked what made him successful, and he quickly responded with the following response: “ Good leaders don’t take people where they want to go. They take them where they need to go.”.

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Customer Service Personalization Customer Experience Customer Care 296

TechSee

OCTOBER 2, 2018

A Digital Twin refers to a virtual replication of a physical object – with the two linked together dynamically – enabling insights to be learned and actions to be taken within the virtual environment that can be applied to the physical object — ultimately to meet business goals. The digital twin concept impacts a wide range of domains, from engineering to architecture to aerospace.

Technology 176

Technology Customer Support Technical Support Self service 176

Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

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Customer centricity Customer Experience 308

ShepHyken

OCTOBER 2, 2018

The Convenience Revolution. How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty. Shep Hyken shares Six Convenience Principles from his latest book, The Convenience Revolution that will either disrupt the market or be disrupted. You don’t have to compete with all six convenience principles but if you can’t find one or two areas where your organization can raise its game, prepare to be disrupted!

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Self service Customer Service Customer Experience Marketing 260

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company's principles, beliefs, or philosophy of values.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

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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

Interactions

OCTOBER 3, 2018

OCTOBER 3, 2018 These days, you can’t turn on the. Read more » The post AI and the Customer Experience: 3 Situations Where Customers Prefer AI appeared first on Interactions Resource Center.

Customer Experience 109

Customer Experience Customer Care 109

Contact Center Pipeline

OCTOBER 4, 2018

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few more ideas or a bump of inspiration to keep the appreciation flowing, the following are our top 10 posts filled with […].

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Customer Service Customer Care Contact Center Call Center 100

360Connext

OCTOBER 2, 2018

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow.

Customer Experience 114

Customer Experience Journey mapping Education Feedback 114

Call Center Weekly

OCTOBER 3, 2018

Looking to grow your career? Expand into consulting and management? Leverage your customer experience and call center knowledge to hit the speaking circuit? Building a personal brand on LinkedIn is the key to opening new doors. But where do you start? Successfully optimize your profile Add a headline. Don't overthink it. This is meant to be a quick invitation as to why people should click on your profile.

Personalization 134

Personalization Real estate B2B Engineering 134

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

CallSource Insights

OCTOBER 1, 2018

How many sales dollars is your dealership losing from poor phone skills? While it is true that the internet has taken up a large part of the consumer’s buying journey, the phone is still key in a prospect’s car buying process. Phone calls are still the initial point of contact with your dealership for 25% of all consumers. 1. During their discovery process, consumers will often call a car dealership looking for more information before stepping foot into the dealership.

Automotive 99

Automotive Sales Coaching 99

Contact Center Pipeline

OCTOBER 2, 2018

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product. These surveys certainly give us cause for pause… to review […].

Contact Center 100

Contact Center Surveys Call Center 100

Aspect

OCTOBER 1, 2018

Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready business processes, superior customer engagement and huge scope for innovation are spurring companies to scramble towards digital transformation initiatives. .

Technology 105

Technology Enterprise Analytics Metrics 105

Fonolo

OCTOBER 4, 2018

Business must be run at a profit, else it will die. But when anyone tries to run a business solely for profit … then the business must die as well, for it no longer has a reason for existence. – Henry Ford. Ford started out with a dream: Build a horseless carriage affordable enough for every American household. He wanted Ford Motors to be special, not just another giant, aloof institution in the marketplace.

industry standards 101

industry standards Interactive Voice Response Service level Customer retention 101

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

Customer Service Life

OCTOBER 4, 2018

In order to take the best care of others, we must first take the best care of ourselves. @jennysuedempsey. When it comes to fostering a culture of self-care and supporting our customer service agents to the best of our abilities, we must first set the stage and care for ourselves. If we can talk the talk, we better be walking the walk. I’m honored and SO excited to attend and speak at the upcoming ZenDesk Relate Conference this November held at The Fairmont in San Francisco.

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Personalization Customer Service Contact Center 92

Customer Experience Matters

OCTOBER 2, 2018

Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in .jpg format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format. The post The Ultimate CX Infographic, 2018 appeared first on Customer Experience Matters®.

Customer Experience 99

Customer Experience 99

Aspect

OCTOBER 1, 2018

Automation is a word on the lips of many a business professional these days. Inevitably it inspires hope for the future for many a decision-maker, but it’s also responsible for raising fears amongst workers that their jobs might be under threat. With OECD figures predicting that 46 per cent of jobs are likely to be “significantly affected” by automation over the next 20 years, it’s not exactly an unreasonable fear to have.

Interactive Voice Response 86

Interactive Voice Response Chatbots Technology Personalization 86

Fonolo

OCTOBER 2, 2018

Voice-powered technology has grown exponentially in the past few years. On its journey, it has become more sophisticated and intelligent, and has evolved to sound and behave more like a real human would. Advanced voice-powered technology has become a central component of call center strategies at some of the largest businesses around the world, causing many stakeholders in the customer service field to begin asking important questions about the future of call center service.

Call Center 90

Call Center Technology Self service industry standards 90

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

OCTOBER 2, 2018

Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They may lack the expertise to do it themselves, […] The post 4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents appeared first on Transparent BPO.

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outsourcing Contact Center Call Center 91

Liveops

OCTOBER 5, 2018

You’re in your element. Now, keep your eye on the prize! Being your own boss, working from home and selecting your hours are all wonderful perks of being an independent customer service agent. Even so, staying productive and driven—especially when working from home—can be a challenge. In honor of Customer Service Appreciation Week, we curated real conversations from the Liveops agent online community, Liveops Nation , to compile the top 10 tips for staying motivated and delivering successful res

Personalization 90

Personalization Customer Service 90

Concentrix

OCTOBER 5, 2018

The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix.

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Relay Blog

OCTOBER 2, 2018

What’s one of the best ways to improve your business’ profitability? Hang on to your. The post Customer Retention Metrics Part 2: How to Keep Loyal Customers Happy and Optimize Post-Purchase Measurements appeared first on Relay.

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Customer retention Metrics Customer Experience 86

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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

CX Journey

OCTOBER 3, 2018

Image courtesy of CXPA It's that time of year again. This week, we are celebrating CX Day and Customer Service Week. I love that they land on the calendar at the same time, and yet, let's just keep adding to the confusion! I've written about the differences before: Customer Experience is More Than Just Customer Service Customer Service or Customer Experience Customer Experience Isn't Just about Customer Service Looks like I need to get more creative with my blog post titles!

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Customer Experience Customer Service Accountability 72

Liveops

OCTOBER 2, 2018

Each day someone’s life is touched in some way by cancer. Too many of us have lost loved ones to the disease but one organization, Stand Up To Cancer (SU2C) , is 100% dedicated to changing this worldwide epidemic and Liveops is honored to have been a part of their efforts. “Stand Up To Cancer (SU2C) funds and develops the newest and most promising cancer treatments to help patients today.

Customer Service 88

Customer Service 88

Aspect

OCTOBER 2, 2018

My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical at first, but I assure you, the rolls are outstanding. I like to change things up, but my husband orders the same two rolls every time we go.

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Personalization Surveys Chatbots Interactive Voice Response 78