NICE inContact

DECEMBER 2, 2019

Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.

Contact Center 62

Contact Center Best practices Call Center Management 62

TechSee

DECEMBER 3, 2019

Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. Agent: Thanks for your patience. I’m just locating the right section. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support.

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

Contact Center Pipeline

DECEMBER 5, 2019

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much as I would like to propose an actual round of applause on the contact center floor, I’m not sure that would […].

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Contact Center Morale Employee engagement Call Center 191

Myra Golden Media

DECEMBER 3, 2019

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon! Your flight to Denver departs at 11:35am from Gate B6.” This message was like a ‘good morning text’ from a lover, and so unlike the texts I usually get from airlines (gate changes, delays).

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Airlines Customer Experience 177

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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.

Working Solutions

DECEMBER 5, 2019

Is your business offering the best customer experience (CX) it possibly can? And if it isn’t—are you prepared to face the consequences? The fact is, no matter how effective your operational strategy is, no matter how effectively your sales and marketing efforts bring new customers on board, if you’re not working to provide the best […].

Contact Center 40

Contact Center Analytics Customer Experience Sales 40

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction. This means that contact centres need to be integrating new technologies into their organisations in order to stay ahead of their competition.

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Analytics Accountability Technology Sales 207

Ansafone

DECEMBER 3, 2019

The 21st century has certainly seen waves of improvements and new technology in the business world. Some of these changes involve chat bots. Instead of speaking directly with a human being, customers and interested parties can speak with a chat bot. This way they can gain information or to resolve their inquiries. Businesses have many … How Chat bots Change Staffing Practices Read More » The post How Chat bots Change Staffing Practices appeared first on Ansafone Contact Centers.

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Contact Center Technology Answering services Chatbots 62

ChaseData

DECEMBER 6, 2019

When it comes to call center customer satisfaction, there are many ways to improve your company’s approach. However, there are perhaps just as many - or perhaps even more - ways to sabotage your own success. Here, we’ll show you some of the things your contact center might be doing to let your customers down - and how you can fix them.

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Call Center Contact Center 52

VirtualPBX

DECEMBER 5, 2019

Today’s guest post was written by IntelliTicks — developer of an AI-powered chatbot for sales teams. As you observe the rise of apps like Uber, Netflix, Amazon, and Airbnb, you will realize that people love the convenience these brands provide in the form of swift resolution of their queries and problems through chatbot customer service.

Chatbots 93

Chatbots Customer Service voip Personalization 93

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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

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Within it, he popularized a concept that has come to be known as the “10,000 hour rule”.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

ShepHyken

DECEMBER 6, 2019

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.

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Customer Support Personalization SaaS Analytics 177

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their

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Customer Experience Personalization Customer Service 103

CSM Magazine

DECEMBER 5, 2019

Technology remains the best tool for managing customer relations. However, Customer Relationship Management systems do not always meet the expectations of staff, clients, and the entire business. CRMs enable businesses and organizations to serve customers better. They also assist in decision making since the systems generate crucial data about these customers.

CRM 52

CRM Employee engagement Consulting Consulting 52

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

GetFeedback

DECEMBER 2, 2019

What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.

Benchmark 78

Benchmark Journey mapping Metrics Customer centricity 78

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Totango

DECEMBER 3, 2019

Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value. Equipped with insight into customer activity and an understanding of how to prevent churn, they search for ways to grow customer lifetime value.

Best practices 71

Best practices Management Customer advocacy Enterprise 71

The Center for Client Retention

DECEMBER 3, 2019

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond.

Customer Experience 62

Customer Experience Surveys Healthcare Analytics 62

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

TeamSupport

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.

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B2B Customer Support Self service Big data 80

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.

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Journey mapping Customer Experience Management 120

ShepHyken

DECEMBER 4, 2019

The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.

Customer Service 293

Customer Service 293

Beyond Philosophy

DECEMBER 6, 2019

Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.

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Consulting Consulting Customer Experience Marketing 273

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

Callminer

DECEMBER 1, 2019

This article identifies 25 questions you should be asking your employees in your surveys for better results and insight into the minds of your team members.

Surveys 182

Surveys 182

Contact Center Pipeline

DECEMBER 4, 2019

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates to employee churn, satisfaction and, ultimately, the customer experience. No matter how far along customers may be in their agent engagement journey, they all inquire if automation will have a negative […].

Coaching 147

Coaching Customer Experience Contact Center Call Center 147

ProProfs Blog

DECEMBER 6, 2019

Customer service and customer support may seem like semantics; even Google does not make a difference in them. And you have probably come across tons of instances online where these terms are often used interchangeably. So, you think that they basically mean the same thing, right? What if we told you that you are not right! Each of these terms is customer-facing disciplines, but they cannot be used in place of the other.

Customer Support 146

Customer Support Customer Service Customer centricity Chatbots 146

TeleDirect

DECEMBER 2, 2019

How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits. Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience. After years of research and adaptations to account for today’s fluid business environment and ways of working, the one key to exceeding client expectations is actually four ways.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104

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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

Callminer

DECEMBER 3, 2019

Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess.

Call Center 182

Call Center 182

Contact Center Pipeline

DECEMBER 3, 2019

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

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Contact Center Call Center 130

ProProfs Blog

DECEMBER 6, 2019

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. “Give a compliment?”. Giving feedback at that time can feel like a task sometimes, especially when you are in a hurry to start/end your day. But it is this simple feedback that is helping Uber and other ridesharing companies keep only the best drivers on the road.

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Feedback Surveys Benchmark Sales 124