Sat.Jan 25, 2020 - Fri.Jan 31, 2020

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Don’t Implement a VRI Solution without Considering Your Infrastructure

Certified Languages International

Implementing a VRI solution in a healthcare system can be hectic. You’re fielding questions from end users and trying to coordinate training schedules, all while managing expectations from key stakeholders. It’s enough, even under the best of circumstances, to spike your cortisol levels. But before you can even put your implementation strategy into action, there is a lot of careful consideration that must happen in the early stages of planning in order to avoid a headache later on.

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Predicting customer emotion in the contact center

TELUS International

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How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

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How to Build a Shared Mission in Your Contact Center

Monet Software

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions. That’s because employee engagement isn’t just that age-old survey topic: employee satisfaction. Turns out, being okay with the cafeteria menu, while tangentially linked to overall engagement, is not equivalent to being emotionally committed to a job.

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Reimagine Your Communications With A Unified Platform

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.

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Social Media - A Challenge and Opportunity for Customer Service

The Call Center School

Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. What does this mean for businesses? Well, most companies today have embraced social media platforms for marketing purposes, and that’s great! But, if your business fails to acknowledge social media as more than a promotional platform, you may really want to reconsider.

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No Fault Found Returns: a Supermassive Black Hole for Retailers

TechSee

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. Consumers also found their way into brick-and-mortar locations much more often, with many having opted to buy online and pick up in-store (BOPIS).

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How to Run a Successful VoC Program With Salesforce

GetFeedback

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. But as CX guru Shep Hyken notes, while 80% of CEOs think their companies deliver a great customer experience, only 8% of their customers agree.

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Q&A: How to Streamline Onboarding to Reduce Churn

ChurnZero

Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding. This crucial first interaction between your customer, your product, and your team establishes the groundwork that can jumpstart success or accelerate failure. A successful onboarding process enables your Customer Success team to set clear expectations, understand goals, deliver on promises, and build the foundation for a

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Why Omni Channel Service is the Optimal Solution

Ansafone

Businesses are always trying new ways to improve the customer service experience. One of the most successful ways is an Omni channel approach. This is a powerful way to cater to a customer’s specific needs while giving them the choice of how they wish to communicate. We’re going to break down why Omni channel service … Why Omni Channel Service is the Optimal Solution Read More » The post Why Omni Channel Service is the Optimal Solution appeared first on Ansafone Contact Centers.

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The 2023 Verint Experience Index: Retail

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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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

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4 Lessons from Scaling a Customer Support Team

Solvvy

When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important. And with everything we do, we need to leave room to improvise.

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The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give. It can also mean a capacity for good, similar to a value that is to be realized in the near future.

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5 Strategies to Improve Customer Retention With Social Media

GetFeedback

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. Customers have multiple options at their disposal. Besides, the competition for customers is fierce these days than ever.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Learning to Consider Others

Customer Service Life

Image by DanaTentis from Pixabay. It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple kids on our street, including some the same age as my oldest son. This means that our doorbell rings multiple times a day to see if he can play. Being a good introvert (like his dad), he’s often working on a project by himself and would be content to just do that.

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How to Set Customer Service Goals for Your Team

Nicereply

Goals are a great way to add meaning to your workday and give yourself a destination to work towards. Odds are good that at some point in time, you’ve looked up from your desk and thought … what next? Working 8 hours a day, 5 days a week without goals is a sure-fire recipe for burnout. Why are we here? Other than the paycheck, why do I sit here and answer tickets?

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Once Upon A Time In Businessland

ShepHyken

Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop. The great genie offered to grant each of them a wish, but only if that wish would absolutely guarantee the success of their venture. The first entrepreneur said, “I wish for the best tasting ice cream in all of Businessland.

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Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry? 20+ years of contact center leadership experience and 10+ years […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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What is CSAT? Definition, How to Measure CSAT & Tips

Callminer

In this post, we discuss customer empathy and why it’s crucial for a positive customer experience, as well as tips for how you can start building and deepening customer empathy in every interaction.

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50+ Customer Engagement Statistics for 2020

ProProfs Blog

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Type, type, click, and the damage is done! And we all know, what goes online, reaches everyone and hampers the brand image as well.

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Amazing Business Radio: Bob Chapman

ShepHyken

Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring. Top Takeaways: You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.

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The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

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Contact Center Dialers Demystified

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.

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Mark Hollyoake gains his Doctorate on B2B Trust

Peter Lavers

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust. He undertook his Doctorate at Southampton University, focusing on Trust as a dynamic within B2B customer and intermediary relationships. Mark has put his heart and soul into achieving this, and it confirms him as a top thought leader in the subject - as well as being a long-established expert in B2B C

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Finish by Jon Acuff (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. [link]. About Finish. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

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Guest Post: How Good Customer Service is Defined by 4 Different Generations

ShepHyken

This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation. Not many companies think about generational gaps and differences when it comes to dealing with their clients. Some brands think that dealing with customers with uniform responses and procedures increases their efficiency and effectivity—when, in fact, some customers may feel alienated if the sup

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Top 5 Posts in January

Contact Center Pipeline

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar. It’s also the type of information that holds great appeal for contact center professionals who pushed four of our recent industry forecast editorials to the top of our most-read blog posts […].

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The Open CCaaS Advantage Report

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.

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Chatbots for the tourism industry, a multi-faceted benefit

Inbenta

The tourism industry, an ever-changing sector. The face of tourism has evolved a lot in the past decades. Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. As shown in a study conducted by Expedia, people end up visiting 38 websites on average while planning their travels and increasingly look for personalized offers and travel plans.

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Why Phone Skills Are in High Demand

Toister Performance Solutions

Vinyl records, fanny packs, and the phone are all making a comeback. When I started working in the catalog industry nearly 25 years ago, people would call and ask to be sent a catalog. It was a simple call that was easy for a customer service rep to handle quickly. Today, that catalog is online and nobody needs to call for it. The order gets placed online as well, eliminating the need for phone order takers.

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How to Create a Better Customer Service Job Description

Nicereply

Well-written job description goes a long way toward positioning your organization as a great place to work and toward drawing in high caliber applicants. Many customer service leaders don’t enjoy writing job descriptions. And who can blame them? Creating job descriptions can be time-consuming, and oftentimes the end result doesn’t feel like something to be proud of.