VocalCom

DECEMBER 31, 2018

For many customers, a conversation with a service agent is a defining moment in their relationship with your brand. An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. On the other hand, agents who fall short of expectations convince customers that your brand has fallen short as well. Here are six qualities every agent should have to deliver the kind of service that makes customers love you for life.

Customer Service 97

Customer Service Contact center software Contact Center CRM 97

Contact Center Pipeline

JANUARY 2, 2019

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s typically easy to get high customer scores in the purchase scenario—the customer feels pleased and confident in their purchase decision. The more difficult moment of truth, by far, is when something […].

Contact Center 140

Contact Center Call Center Technology Customer Service 140

Ansafone

JANUARY 3, 2019

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences.

Big data 80

Big data Analytics Contact Center Call Center 80

Myra Golden Media

JANUARY 4, 2019

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Foreseeable – Your expectations must be clear, so no one is surprised.

Coaching 168

Coaching Construction Feedback Contact Center 168

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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.

Beyond Philosophy

JANUARY 2, 2019

I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The second was from Forrester , and it said the same thing: no increases in Customer Experience improvements.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless. Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Myra Golden Media

JANUARY 1, 2019

You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? Are you having conversations with your people about unacceptable performance? Are you coaching and holding employees accountable? If you want to see change, you have to set expectations, have coaching conversations, and be willing to deal out consequences.

Coaching 195

Coaching Accountability Feedback Personalization 195

Contact Center Pipeline

JANUARY 3, 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology will continue to innovate processes and shift the way inquiries are handled. With new demands, customer service leaders must prepare their […].

Customer Service 196

Customer Service Technology Contact Center Call Center 196

ShepHyken

JANUARY 1, 2019

The Nine Mistakes. Finding Your Purpose to Achieve Success Sooner. Shep Hyken interviews Skip Prichard. They discuss Skip’s new book, The Book of Mistakes: 9 Secrets to Creating a Successful Future , which details the most common mistakes people make in their professional and personal lives. Shep’s Opening Monologue. Shep’s opening monologue addresses the question of how new technologies have changed–and haven’t changed–customer service.

Technology 272

Technology Customer Service Personalization 272

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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

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Callminer

DECEMBER 30, 2018

CallMiner had amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year!

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TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. A gathering place for the world’s top business leaders and pioneering thinkers, this year’s event focuses on n an important theme: resilience. The Consumer Technology Association (CTA) – owner and producer of the show that attracts over 180,000 attendees – defines resilience as “the place where technologies are going to help keep the world healthy, safe, warm, powered, fed and secure,” making this year’s event es

Entertainment 174

Entertainment Surveys Technology Education 174

CX Global Media

DECEMBER 31, 2018

As 2018 draws to a close and you reflect on the year, I want to express my deepest gratitude for YOU – the friends and supporters of Call Center Coach. I am grateful that, because of you, Call Center Coach is the most sought-after place where existing and emerging contact center supervisors can – in a modern way connect with peers, mentors and a modern learning environment in order to improve their lives and the lives of those they serve.

Coaching 120

Coaching Contact Center Call Center 120

ShepHyken

DECEMBER 31, 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. 19 Customer Experience resolutions for 2019 by Customer Guru. (Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 239

Customer Service Customer centricity Education Marketing 239

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

JANUARY 4, 2019

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue! We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […].

Contact Center 100

Contact Center Surveys Call Center 100

ProProfs Blog

JANUARY 4, 2019

You may be a marketer who sends numerous promotional emails to your clients regularly. But are you finding it difficult to break past the inbox barrier? It probably happens because your subject lines are not compelling enough. Numerous emails pile up in a mail inbox every day, so your email subject line is the most important aspect of your communication.

Surveys 104

Surveys Personalization Marketing Management 104

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Organizations that have well-developed VOC programs consider feedback from every customer, respond immediately, and ultimately use what they learn to make improvements across departments.

Customer Service 95

Customer Service Feedback Scripts Surveys 95

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Studies show that businesses that provide a positive experience to their buyers positively impact their profitability.

Customer Service 194

Customer Service Calibration Feedback Sales 194

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

Concentrix

JANUARY 3, 2019

Get the power! Turn your team into CX superheroes and change the way customers think about your brand. The post ConcentrixCX: What If You Had CX Superpowers? appeared first on Concentrix.

Automotive 89

Automotive Banking Healthcare Analytics 89

ProProfs Blog

JANUARY 4, 2019

Remember that customer who bought your product 5 months ago? And, how about that customer that gave you lots of referrals last year? Like any other business, you may have a solid base of existing customers. However, there are times when you may not interact with them for months or even years! That’s when you need to ponder, “ Can my business sustain for long without interacting with existing customers?

Feedback 90

Feedback Surveys Customer retention Personalization 90

TELUS International

JANUARY 2, 2019

AI, RPA, VA, IoT — the list of acronyms defining the digital customer experience is never-ending. Here are the DCX terms you need to know.

Customer Experience 94

Customer Experience 94

OrecX

JANUARY 4, 2019

It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need. To take advantage of some of these report ideas, you need to integrate (easily with an open API) a third-party speech analytics solution with your call recorder.

APIs 80

APIs Analytics Best practices Contact Center 80

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

OctopusTech

JANUARY 2, 2019

Ever crossed your mind what makes an e-commerce website successful? Is it the creative web design, catchy content or the role digital marketing played or even the combination of all these and various other factors? Well, for one, the owners of these websites have well covered their fundamentals at the beginning, and two, the quality of their designed e-commerce website is top-notch.

Education 80

Education Marketing Customer Support Management 80

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Influitive

JANUARY 4, 2019

Want to keep your best advocates motivated to engage with your community and promote your brand? The incentives you offer in your advocate community are vital to keeping motivation high. But not all rewards are created equal. Generic gift cards aren’t always the answer. Rather, you need meaningful and memorable rewards to recognize your advocates.

Marketing 82

Marketing 82

AnomalySquared

JANUARY 2, 2019

For drug manufacturers and pharmaceutical companies, patient recruitment is the "elephant in the room". It is the primary cause of missing deadlines and early termination for a clinical trial if the trial fails to meet recruitment goals. Dealing with delays can be expensive, on top of already expensive clinical trial costs. As of 2015, just to develop and gain approval of one new prescription drug would cost a pharmaceutical company upwards of $2 billion dollars.

outsourcing 75

outsourcing 75

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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

Noble Systems

JANUARY 2, 2019

In Part 1 of a recent interview with CUSTOMERZONE360, Lee Allum, VP of Marketing, Noble Systems, provides Editor Erik Linask with a rare “behind-the-scenes” look at the factors affecting change across the contact center industry and how Noble Systems has evolved its portfolio to stay aligned with customer needs. Lee and Erik covered a wide range of subject matter in the two-part Q&A, such as mitigating agent attrition, CCaaS adoption, gamification, and the requisite omnichannel functionality

Contact Center 75

Contact Center Gamification Best practices Marketing 75

Aspect

JANUARY 2, 2019

The start of a new year always brings the excitement of change and anticipation of new beginnings. And in just this 2 nd day of 2019, this holds very true for Aspect. In case you missed the announcement, I have some exciting news to share about the company. Aspect has entered into a definitive merger agreement to be acquired by Vector Capital who will invest more than $100 million of equity capital into Aspect’s business.

Enterprise 70

Enterprise Marketing Technology Customer Experience 70

DMG Consulting

JANUARY 4, 2019

IVA Is the Future of Voice Self-Service. By Donna Fluss. View this document on the publisher’s website. Intelligent virtual assistants (IVAs) are systems that use artificial intelligence (AI), machine learning, natural language processing (NLP) and natural language understanding (NLU) to automate the handling of customers’ and employees’ requests and tasks that can be addressed and resolved without requiring the cognitive capabilities of human beings.

Self service 69

Self service Interactive Voice Response Best practices Consulting 69