Sat.Nov 02, 2019 - Fri.Nov 08, 2019

How to Choose the Best Data Visualization Tools


Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility. How Data Visualization Can Help.

The Impact of Attendance Management on Call Center Productivity


What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did. When the term was first coined, it simply referred to keeping track of your employees’ attendance - when they are scheduled, when they show up, when they don’t, and when they’re late or leave early. However, today’s definition has morphed into something else altogether - something much more complex and sometimes less effective.

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Guest Blog: Culture Starts at the Top


This week we feature an article by Liliana Petrova who writes about how important the leader’s role is in the culture of an organization. Leadership sets the tone. They are the role models for the rest of the employees. Today, I want to talk about how to get the right culture in your organizations. First and foremost, you need the right leader.

How to Best Implement Modern Workforce Engagement Management Solutions in Your Call Center

Monet Software

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center. This improvement can be done in meaningful ways that can boost productivity, increase skill sets and elevate opportunities.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Identify At-Risk Customers and What to Do About it


In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can creep up on any customer relationship, especially if you don’t communicate the value of your product regularly. When this happens, you’ll need to salvage the relationship, fast.

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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)


It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

How To Analyze Outsourcing Costs


As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs. In many cases, outsourcing your communication needs is far more cost effective than keeping … How To Analyze Outsourcing Costs Read More » The post How To Analyze Outsourcing Costs appeared first on Ansafone Contact Centers.

The Future of Brand Building is Customer Centricity


Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […]. Leadership call center contact center culture customer experience governance strategic decision-making

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

7 Speech Analytics Mistakes That Can Cost You Big

Call Center Coach

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader.

The State of Voice of the Customer (VoC) for B2B Companies


Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. . In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”.

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Serious About Customer Success? Your CRM is Not Enough!


Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization.

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The Magic Question


What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The Recession is Coming; Will You Be Prepared?

Beyond Philosophy

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?

Five Customer Service Strategies That Win

Team Support

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

How the Best Retailers Rely on Smart Employees

Toister Performance Solutions

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual. We talked for a moment, and she explained the store had re-opened earlier that day after being remodeled. She seemed genuinely excited to be there. There were a few more unusual aspects about this store.

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4 Customer Success questions you need to ask yourself


Selling is not enough. You need to be in constant touch with your customers to ensure that they are having a seamless experience with your product or service continuously. That is how business in the SaaS world works. You cannot forget about your customers once they have started using your product. That is the point where you start building a relationship with your customers. And that is where customer success comes into the picture. There are multiple reasons to do so.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company. Simply writing an email without giving it a second thought does not work. You must pay attention to some golden rules when corresponding with your customers. Get the Names Right.

What Does a Great Customer Experience Look Like?

Connect Managed

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive. However, customer experience (CX) expectations are shifting rapidly, in lockstep with the changing way people are experiencing technology in their daily lives and alongside the CX opportunities provided by increased connectivity, big data and AI.

What Affects Customers Perception of Price?

Beyond Philosophy

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators. These ideas have a lot of influence on customer behavior. However, the Price Image is different from actual prices.

Contact Center Pipeline Magazine: Inside Our November 2019 Issue

Contact Center Pipeline

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […]. Inside The Issue call center contact center

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

5 Leading Augmented Reality enterprise use cases


Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies.

Actually, Customer Service IS a Cost-Center… Here’s Why


Customer support is a cost-center – unless you’re purposefully working to make sure it’s not. There have been many, many articles published recently about how customer service is no longer a cost-center. But I’m here to burst the bubble. In most cases, your customer service team is probably a drain on your resources. It’s a self-fulfilling prophecy. If you treat your CS team like a cost-center, they will stay a cost-center.

5 Top Customer Service Articles for the Week of November 4, 2019


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. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

#CS Lessons: Samsung Sinks, then Swims, with its Customer Service Strategy


What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold.

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

Transparent BPO

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester calls “utter stagnation.” ” The study found that the overall quality of customer experience in the U.S. grew by an anemic 0.4

Intercom Pricing, Finally Explained


Intercom pricing just doesn’t make sense. Sorry, but this is true. Intercom prices are complex, unpredictable and, frankly, way too high for an average user. Of course, no one will argue that Intercom itself is [ … ]. The post Intercom Pricing, Finally Explained appeared first on HelpCrunch blog. Comparison Customer service Sales & Marketing

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