Contact Center Pipeline
OCTOBER 17, 2019
On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.” Originally written by Mike Campbell, who was a guitar player and principal songwriter in Tom Petty’s Heartbreakers band, Henley first heard the song during a visit to Campbell’s home […].
Toister Performance Solutions
OCTOBER 15, 2019
We've all experienced a self-service fail. Perhaps you've found yourself yelling "Human! Human! Human!" into a phone. Maybe you've sat at a parking garage exit trying to get the machine to read your ticket while an impatient line of drivers behind you honk to signal their displeasure. Surely you've spent an eternity exploring a website to find the answer to the simplest of questions.
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Monet Software
OCTOBER 17, 2019
If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents. With proper training, easy access to relevant resources, and a full picture of the customer’s history, your agents will be empowered to provide your customers with a positive experience.
A Better Answer
OCTOBER 16, 2019
Answering services are still a favorable way to do business today, especially in the B2B world. First impressions are everything so leaving the first point of contact many of your clients will have with your business to an already overloaded employee may not be a risk you want to take.
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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.
Topdown
OCTOBER 14, 2019
Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon. While technology has made many aspects of CCM easier, tech has made CCM harder at times, too.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ClientSuccess
OCTOBER 14, 2019
Imagine you took a poll at your company across all departments and proposed the question, “Which is more important: customer success or customer satisfaction?” You’re likely thinking that customer success and customer satisfaction are one in the same, or at least very closely related. And you’re not wrong. Focusing on customer success ultimately does lead to improved customer satisfaction.
GetFeedback
OCTOBER 14, 2019
The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. From the first experience, customers have with your website, to the last time they pay you—it’s all encompassed under the large umbrella of experience. .
Noble Systems
OCTOBER 17, 2019
Knowing when, where and how your customers expect to interact with your brand is a requisite of providing a flawless omnichannel experience. Also essential is a holistic view of the customer across all channels of engagement and ensuring that they are all interconnected. That way, when a customer wants to switch channels, the journey experience will be seamless and consistent.
Beyond Philosophy
OCTOBER 18, 2019
We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them. We talked about the two systems in a recent podcast and how they interact in your customers’ minds when they are deciding to buy your product or service.
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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
TechSee
OCTOBER 15, 2019
Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. With the global average value of a lost customer estimated to be $243 , focusing efforts on improving customer retention rates is critical to help companies control attrition, which is estimated to cause total losses of $1.6 trillion per year.
NICE inContact
OCTOBER 16, 2019
Contact centers of today are not just customer service centers. They are the epicenters of lasting customer experiences (CX) that help brands differentiate and compete better. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. Failure to do so will likely push your best customers into the arms of your competitors.
Ansafone
OCTOBER 15, 2019
Customer service should always come first, but there are other things to consider when deciding which business to partner with for your call center center. Deciding which company to outsource customer service calls to is a major decision. Your customers are the lifeblood of your business and you want to be sure to partner with … 6 Keys to Choosing a Call Center Read More » The post 6 Keys to Choosing a Call Center appeared first on Ansafone Contact Centers.
Waterfield Technologies
OCTOBER 16, 2019
A primary issue when integrating multiple channels and services in your Contact Center is creating a seamless, cohesive solution. Utilizing the services of expert, advanced IT partners is strongly suggested […]. The post Optimizing Your Contact Center Performance appeared first on Waterfield Technologies.
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.
Contact Center Pipeline
OCTOBER 15, 2019
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable. After nearly 15 years in this industry and managing more than 300 projects from a user perspective, I’ve witnessed […].
ShepHyken
OCTOBER 16, 2019
I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete).
ChaseData
OCTOBER 18, 2019
These days, it seems like every company has a customer service hotline. Whether the product you purchased doesn’t perform up to standard or the service you paid for isn’t adequate, you can seemingly always contact the customer support line associated with the company you did business with and have your questions or concerns addressed. “Give them a call,” has become a standard conversational response whenever someone complains that something they paid for isn’t meeting their expectations.
ChurnZero
OCTOBER 18, 2019
Churn Monster #14: Know-It-All Customer. . Hi churn fighters! We have a new churn monster to introduce to you today – a Know-It-All customer. A Know-It-All customer is someone who behaves as if they know everything, and constantly presents their input as though they were professionally trained or have firsthand insight into subjects when it is evident that is not the case.
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!
McorpCX
OCTOBER 15, 2019
As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many things.
Solvvy
OCTOBER 17, 2019
Skyrocketing sales are great for your bottom line—but sometimes aren’t so sweet for your customer support team, who are suddenly deluged with inquiries about whether your products are vegan or hypoallergenic, and by the way, is the red shoe pattern more of a ruby-red or a maroon shade, and when is that order arriving again? . Sure, your agents want to be helpful and present your products in the best light, but with thousands of support requests coming in every day, they’re fin
Beyond Philosophy
OCTOBER 18, 2019
What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second quarter of this year. They are so successful; they have plans to become publicly traded in 2020.
ShepHyken
OCTOBER 18, 2019
This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy. In my new book, The Intention Imperative , I explain how to design and deliver for positive emotions.
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.
Customer Contact Central Submitted Articles
OCTOBER 14, 2019
There’s a growing trend in call center technology that needs to stop: providers claiming to leverage true artificial intelligence (AI) only to restrict clients with rules-based methods that are actually just automation.
ProProfs Blog
OCTOBER 18, 2019
“I want to add live chat to Wix website.” It’s becoming a common statement for business owners today. That’s because they wish to have the best support process on their website. And, what’s better than having a live chat software on the website to streamline customer questions and provide answers in real-time. In case you are one of those business owners who wish to learn how to integrate live chat with Wix, then we have a detailed process in place for you below.
GetFeedback
OCTOBER 17, 2019
Learn how to seamlessly integrate GetFeedback’s powerful analytics with Salesforce to optimize your customer experience program.
Mindtouch
OCTOBER 17, 2019
Driven by new technologies and shifting customer demands, the contact center market is growing. And with this growth has come a considerable proliferation of vendors. IVR software, workforce management, and knowledge management platforms come to mind, though there are plenty of others to consider. To help business decision makers within the contact center space sort through it all and select the right vendors, Frost & Sullivan publishes its annual Contact Center Buyers Guide, North America.
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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.
Spearline
OCTOBER 16, 2019
This week Kees chats with Technical Solutions Architect Ola Budak about her role and how important number testing is and keeping your customers in mind. Later on in the episode Josh sits down with Patrick Lynch, a Service Reliability Engineer at Spearline, who tells us a bit about his role, task automation, developing solutions with customers in mind and how SRE has become adopted by more companies.
Nicereply
OCTOBER 17, 2019
Managing marketing endeavors is no easy task, especially with an SME that aims to grow and become successful in due time. If you’ve got a business, you’re definitely trying to stand out from the crowd, doing everything you can, and more, investing in technology that can sometimes exhaust your budget and putting lots of effort into brainstorming sessions with your teams, in hopes of coming up with something cutting-edge and all around great.
teleopti
OCTOBER 18, 2019
Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic performance while 87.2% of organizations agree that it can be directly linked to commercial success.
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