Myra Golden Media

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. And they’re reading your messages while they’re on the go, or doing a couple of other things. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. Just as companies design their websites for customers to access information with just a few clicks, you need to structure your emails, so that they can be quickly read, and unde

Best practices 120

Best practices Customer Service Customer Experience 120

CX Global Media

JULY 6, 2018

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Goodness knows the amount of data that can be used for agent performance management is absolutely overwhelming.

Contact Center 240

Contact Center Coaching Business Process Outsourcing Call Center 240

Call Center Weekly

JULY 6, 2018

In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients.

Contact Center 212

Contact Center Technical Support Government Consulting 212

Beyond Philosophy

JUNE 30, 2018

Colin Shaw and Professor Ryan Hamilton discuss non-conscious influences: What are subliminal messages? How do they affect your behavior? Can we use them when building a customer experience? The post How Small Things Influence Customer Behavior. appeared first on.

Customer Experience 268

Customer Experience 268

Advertisement

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

JULY 4, 2018

Technology is great… until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. So, you type a question, and just a moment later you get a response. That’s the perfect scenario. But, what happens when the response is wrong? I was on a website looking for a camera for my notebook computer.

Chatbots 242

Chatbots Customer Support Customer Service Technology 242

SharpenCX

JULY 2, 2018

Every business wants to improve their customer experience – drop fewer calls, build brand loyalty, and resolve cases faster. That’s why it’s important to have a plan in place to improve your team’s efficiency. Contact center training is every bit as critical as hiring the right agents and adopting new technologies. But how do you [.]. Read More. The post 5 Contact Center Training Tips to Boost Efficiency appeared first on Sharpen Contact Center Software.

Contact Center 156

Contact Center Contact center software Technology Customer Experience 156

Beyond Philosophy

JULY 6, 2018

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

199

199

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.

Sales 179

Sales Customer Experience Upselling Management 179

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. And personally, I like that. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Too often the inside view on contact center technology is about cost reduction and Customer Experience.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Advertisement

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

Callminer

JULY 1, 2018

There is a way to safeguard your customers and your business from fraud - speech analytics.

Analytics 207

Analytics 207

Topdown

JULY 2, 2018

Have you ever been passed around on a phone call and gotten frustrated at repeating your explanation each time the call was transferred? That moment of frustration is a perfect illustration of what happens when a company does not provide consistent customer interactions. The negative feeling that develops in this customer experience (CX) has more impact than some may realize.

Customer Experience 144

Customer Experience 144

Contact Center Pipeline

JULY 5, 2018

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that do generally find that partnering with employees to meet business objectives leads to a much more satisfying work environment and greater […].

Contact Center 133

Contact Center Management Call Center 133

TechSee

JULY 3, 2018

“Instruction manuals” The words conjure up images of thick black-and-white tomes, boring, underused, maybe even untouched for years in our homes. But no longer. Augmented reality has “blown the dust” off the instruction manuals of yesteryear. Augmented reality (AR) is maturing as a technology and its adoption on mobile devices is growing steadily.

Enterprise 128

Enterprise Banking Consulting Consulting 128

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

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. Call center efficiency actually results from the agents’ drive, motivation, and their overall well-being.

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

HGS

JULY 5, 2018

How Digital Transformation Is Reshaping Every Industry. By James Waite, HGS Head of Marketing, Europe. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry. Back in the 1990s, the biggest mobile phone company in the world reshaped how mobile phones were used.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Marketing Technology 100

Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […].

Contact Center 110

Contact Center Employee engagement Management 110

Peter Lavers

JULY 3, 2018

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Let me explain further. The two mailings that I received were almost identical in their treatment (except the branding, of course!).

Airlines 100

Airlines Marketing Customer centricity CRM 100

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

Callminer

JULY 4, 2018

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Contact Center 182

Contact Center 182

Taylor Reach Group

JULY 4, 2018

By: Colin Taylor . Why would you want to retain a consultant? Common wisdom would have it that all they do is “borrow your watch and tell you the time”. What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location.

Consulting 109

Consulting Consulting Contact Center Call Center 109

Fonolo

JULY 5, 2018

What does the future hold for customer service? A common theme in answer to this question is, “Improvements in automation and self-service will erode the importance for call centers.” That theme gets reinforced every time you read an announcement from a company touting success of a new automation project. It also gets strengthened by the marketing efforts of all the vendors selling self-serve technology.

Chatbots 100

Chatbots Self service Interactive Voice Response Banking 100

Vonage

JULY 3, 2018

There’s no question that customer success impacts today’s businesses. We know that unhappy customers will not only take their business elsewhere, they will share bad experiences with friends, family, and colleagues, on social media and with anyone else who will listen. Do you know who else is listening? Venture capitalists. Investors take customer success seriously when assigning value to your business.

Upselling 81

Upselling Customer centricity Metrics Technology 81

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

Contact Center Pipeline

JULY 4, 2018

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

100

100

Mindtouch

JULY 2, 2018

In a blink, San Diego Startup Week has come and gone. This year’s #SDSW was one of the richest yet, especially in terms of practical information that attendees can apply to their own businesses right now. This was especially true of Driving SaaS Growth With Customer Success , a panel moderated by Shawn Bridgeman , Director of HR & Business Design at PetDesk.

SaaS 91

SaaS Management Customer Experience 91

Fonolo

JULY 4, 2018

Full disclosure: I’ve been watching a lot of Star Trek: The Next Generation lately. And no, it’s not all about spaceship battles, alien encounters, and boldly-colored jumpsuits. It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

aircall

JULY 6, 2018

Aircall has climbed the ranks of HubSpot integrated software and is now a Premier Partner. This is great news for… Aircall. Aircall Users. HubSpot Users. Everyone Everywhere. In all seriousness though, here’s what this important milestone represents: 1. Aircall has been installed over 500 times via the HubSpot Connect Marketplace. Before ever picking up a call, Aircall’s well-integrated phone software gives HubSpot users unparalleled access to customer information.

Sales 81

Sales Enterprise Call Center Feedback 81

Advertisement

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

DMG Consulting

JULY 2, 2018

Best Practices for Managing Cloud Technology Solutions. 7/2/2018. By Donna Fluss. DMG helps companies select all types of contact center and back-office systems. During the past few years, many of our clients have expressed an interest in acquiring cloud-based systems. Here are a few notable trends in the adoption of cloud-based solutions: Most acquisitions of contact center infrastructure, such as automatic call distributors (ACDs) and interactive voice response systems (IVRs); customer relatio

Best practices 67

Best practices Technology Interactive Voice Response Management 67

Olympia Consulting

JULY 2, 2018

“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally. The last of the Top 10 Customer Turnoffs is “Refusing to take responsibility for mistakes.” Has This Happened to You? Do you remember the “NextTel” phones that had the cool “click to beep” feature? My wife … The post Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes” appeared first on Olympia Consulting.

Consulting 60

Consulting Consulting Personalization Customer Service 60

AskNicely

JULY 3, 2018

Marketing and Customer Success: Do you know how to activate your Wonder Twin powers? . Wait, who or what are Wonder Twins? You may remember the the Wonder Twins from the SuperFriends cartoon TV series. They are Zan and Jayna, alien siblings from the planet Exxor with shapeshifting abilities — but they can only activate them when they touch hands. Zan has the ability to morph into any form of water, while Jayna can transform into any animal.

Marketing 60

Marketing Surveys Metrics Accountability 60