OrecX
NOVEMBER 19, 2018
Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. Many organizations which have deployed call recording have yet to deploy screen recording, and in not doing so, they are really only capturing half of the customer interaction, as much of the agent activity happens on-screen.
VocalCom
NOVEMBER 19, 2018
If customers are calling your brand for support, chances are they aren’t very happy. And what’s the best way to make them feel worse? Make it impossible for them to reach you. Some customers call because they are most comfortable with the voice channel. But many others pick up the phone because they need in-depth, human support—what digital channels cannot always offer.
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Monet Software
NOVEMBER 19, 2018
Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy. We’ve reviewed several 2019 outlook pieces, and these are the ideas we think have the most merit.
Beyond Philosophy
NOVEMBER 22, 2018
I have a rule with large purchases; I always sleep on it. I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. Plus, it’s a significant expenditure, and I don’t want to make a mistake. This rule works well for me. Your customers have rules, too, and they use them in your Customer Experience. Understanding how and why customers are making these rules can help you provide the type of Customer Experience that makes buying from your organization the customer
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ShepHyken
NOVEMBER 21, 2018
Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. How do they do it? That’s a big question, and entire books have been written about this, but that doesn’t mean we can’t have a few tips to get us started in the right direction.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
NOVEMBER 19, 2018
Marketing analysts are often expected to predict the future, and, fortunately, tools like interaction analytics are available that can help them do just that.
Beyond Philosophy
NOVEMBER 23, 2018
There is a big difference between what customers say they want and what they buy. For example, Disney know that when they ask their customers what they would like to eat at their theme park that people will say they would like to have an option of a salad. Disney also knows that people don’t eat salads at theme parks! They eat hot dogs and burgers.
ShepHyken
NOVEMBER 20, 2018
The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.
CX Global Media
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated. Yet I’m perplexed when I see contact center leaders that are often their own worst enemies and resisting change.
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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
Call Center Weekly
NOVEMBER 19, 2018
By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect. Treat them like people first, with an empathetic and sympathetic approach, and you are on the path towards success.
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization. So, analysis of contact center cost structures should consider the main elements that contribute to the company’s budget, not just the center’s budget. Costs […].
ShepHyken
NOVEMBER 23, 2018
This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. When we break things down into core principles, we see that we all yearn for certain attributes while abhorring others.
CX Accelerator
NOVEMBER 21, 2018
I always love the thanksgiving season, but this year it's extra special. This has been a phenomenal year for CX Accelerator and the CX industry at large. I can't image a better field in which to work - improving people's lives through great experiences. When you boil it down, Customer Experience is simply doing the right thing. It’s putting others before yourself.
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.
TechSee
NOVEMBER 20, 2018
The Truck Roll Challenge. Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Every time technician is dispatched, the company incurs a significant expense. Truck rolls cost anywhere from $150 – $500 per event, with that amount easily doubling when considering indirect costs.
CX Global Media
NOVEMBER 22, 2018
It’s Thanksgiving (here in the US) and I’m so thankful. I just released my 200th episode of the Fast Leader Show. Thanks to the Fast Leader Legion and all of my guests. When I started podcasting in 2015 I was worried I would be like so many other that start podcasting. Something like 99% never make it past 10 episodes and 90% of those don’t make it past episode 50.
ShepHyken
NOVEMBER 19, 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. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! by Deeksha Dadu. (CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune!
Contact Center Pipeline
NOVEMBER 22, 2018
Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving!
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!
Nextiva
NOVEMBER 20, 2018
As we head into one of the biggest holidays of the year, millions of children continue to go hungry on the weekends. One in every six children struggle with food insecurities, according to Kitchen on the Street. That’s why Nextiva Cares decided to host a food drive to benefit the local nonprofit organization, which […]. The post Nextiva Hosts Local Food Drive with Kitchen on the Street appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
GetFeedback
NOVEMBER 20, 2018
Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened. This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever.
ShepHyken
NOVEMBER 23, 2018
This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? One could claim that quality is in the eye of the beholder, but that’s only partially true. When we break things down into core principles , we see that we all yearn for certain attributes while abhorring others.
Contact Center Pipeline
NOVEMBER 21, 2018
No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today, and I have to call back to get my issue resolved.” First-call resolution (FCR), or one-and-done as it is sometimes called, is part of a small handful of expectations that we […].
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.
Nexmo
NOVEMBER 21, 2018
This is the third tutorial on how to use Voice APIs with ASP.NET series. In previous tutorials, we learned how to make a Text-to-Speech phone call with ASP.NET and how to Play Audio to a Caller in ASP.NET Core. But how about receiving calls? The good news is the Nexmo Voice API handles inbound calls […]. The post How to receive a phone call with Nexmo Voice API, ASP.NET Core and NancyFX appeared first on Nexmo.
GetFeedback
NOVEMBER 19, 2018
The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates. Yet, many businesses still model their customer journey off the classic conversion funnel, which largely ignores how to retain existing, loyal customers by only including these six stages: Awareness , Interest , Consideration , Intent , Evaluation , and Purchase.
Fonolo
NOVEMBER 20, 2018
There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help. Still, even with all of these bells and whistles, nothing beats the emperor of all customer service options: Speaking to an actual human being.
Nextiva
NOVEMBER 20, 2018
The post 100 Essential Customer Service Statistics and Trends for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
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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.
Nexmo
NOVEMBER 20, 2018
Any company I ever phone always has one of those automated answering systems that ask me questions before I get to speak to a real person, and because I’m a bit weird, I’ve always thought “why can’t I have one of those?” My daughter started secondary school a few months ago, and the form they […]. The post Build a Family Hotline with the Nexmo Voice API!
GetFeedback
NOVEMBER 20, 2018
Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Over half of marketers use real-time marketing tactics to promote and gauge events. Surveys make an excellent addition to the marketing toolbox.
Ansafone
NOVEMBER 20, 2018
Companies are increasingly choosing to outsource functions to outside expert providers. Professional contact centers deliver streamlined services, reliable technology and engaging customer experiences, which gives partner agencies a rare opportunity to simultaneously reduce operating costs and boost revenue. Here are 10 reasons why smart companies are choosing to partner with BPO companies that supply customer … Top 10 Benefits of Outsourcing Your Contact Center Needs Read More ».
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