EPIC Connections

JULY 12, 2018

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what you need to know. Integration technologies are reaching a new era where virtually all business applications can seamlessly work together, creating an environment where call centers can easily initiate sophisticated multi-application

Call Center 33

Call Center APIs Construction CRM 33

Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

Outsource Consultants

JULY 10, 2018

Customer service isn’t something you set and forget. It needs to be routinely updated to keep up with customer demands. An article by Ron Lambert says that this applies to contact centers as well, but many centers are holding themselves back from their true potential. For one thing, only half of the contact centers measure important metrics such as customer satisfaction, and even fewer measure customer experience and customer effort.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Beyond Philosophy

JULY 13, 2018

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?

Marketing 199

Marketing 199

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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.

Callminer

JULY 11, 2018

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.

Best practices 182

Best practices Call Center Customer Experience 182

Customers That Stick

JULY 13, 2018

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Customer Service 134

Customer Service 134

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Contact Center Pipeline

JULY 12, 2018

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by those responsible for running the operations as it is unlikely the executive level will be the initiator. In this installment of “Lost in the Labyrinth,” I discuss how business leaders need […].

Contact Center 100

Contact Center Call Center Management 100

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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

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Customers That Stick

JULY 10, 2018

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Customer Service 121

Customer Service 121

ShepHyken

JULY 10, 2018

Building A Winning Culture From Within. How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. Top Takeaways: There are six core reasons why frontline supervisors fail.

Coaching 102

Coaching Call Center Customer Service Customer Experience 102

Vonage

JULY 11, 2018

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now.

Customer Service 86

Customer Service CRM Feedback Management 86

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 83

CRM Feedback Customer centricity Surveys 83

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

TeamSupport

JULY 10, 2018

Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.

Customer Experience 89

Customer Experience B2B Customer Service Management 89

Answer Dash

JULY 13, 2018

Consumers are increasingly aware of and satisfied with AI-enabled experiences but expect the human presence. How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights.

Self service 81

Self service Technology Sales Customer Experience 81

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. Strategic Partnerships with Contact Centers. “ 60% of B2B clients are emotionally indifferent toward their suppliers. ”.

Customer Care 74

Customer Care outsourcing Chatbots Contact Center 74

InTheChat

JULY 11, 2018

As news continues to come out about Google Duplex AI and it’s conversational AI capabilities, it has prompted speculation about what the implementation of voice assistants smart enough to sound human could mean for the future. What does. The post Technology brings efficiency, but it can’t replace the desire for human contact appeared first on InTheChat.

Technology 74

Technology Customer Care Contact Center 74

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

Jive

JULY 10, 2018

Businesses worldwide are beginning to recognize the advantage of VoIP solutions. As they make the big switch, however, there’s another choice they have to make—whether to choose on-premise solutions or opt for hosted services? A hosted solution (i.e. Hosted VoIP) means a provider is responsible for maintaining the technology and the service. The system runs in the cloud and all the features are handled through the provider’s IP-PBX server.

voip 75

voip Technology Customer Support Personalization 75

Influitive

JULY 13, 2018

Looking to work your way into tough-to-crack ABM target accounts? Let me tell you something. No volume of banner ads, emails, LinkedIn messages, or cold calls will establish the trust you need to start those conversations. Your prospects crave relevancy and authenticity, and they will ignore any messages that don’t speak to them. They want.

Accountability 75

Accountability Best practices Customer advocacy B2B 75

PeopleMetrics

JULY 10, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. But what does that exactly mean? When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes.

Customer centricity 66

Customer centricity Feedback Marketing Consulting 66

Customer Service Life

JULY 9, 2018

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this a reality. You may want to check out the recent announcement from Zendesk on this topic and also Salesforce’s decision to discontinue Desk.com and transition to Service Cloud Lightning by March 2020.

Surveys 60

Surveys Customer Experience Customer Support Marketing 60

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

Fonolo

JULY 11, 2018

It’s been a year since Apple announced “Business Chat”. The company staked out an audacious goal: to become the preferred channel for customer service communication. A year ago, Facebook, a competitor on this front, was reeling from weeks of bad press over privacy issues. But now, Facebook stock has hit a new all time high, with those transgressions seemingly forgotten by the market.

Personalization 59

Personalization Customer Service Service level Marketing 59

Cyara

JULY 10, 2018

Insurance is often referred to as a distress purchase, requiring the consumer to invest considerable time and effort in finding the right policy at the best price. This has given rise to many price comparison websites, which help the consumer find policies online. These sites have increased competition and disrupted the personal insurance industry, especially in the UK.

Personalization 59

Personalization Contact Center Call Center Customer Experience 59

Amity

JULY 12, 2018

When you’re in a store, the process from browsing to buying is pretty unremarkable. It’s a simple transaction with the swipe of your credit card. But, in B2B, purchasing new software involves higher management and interrupts a team’s regular workflow. It takes significant long-term investment and commitment. Doesn’t sound very simple, does it?

APIs 60

APIs Engineering CRM B2B 60

GetFeedback

JULY 11, 2018

Voice of the Customer programs help companies bridge the communication gap and reengage their customers. Learn how to become a better customer listener.

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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

Branch Mesenger

JULY 11, 2018

If you looked at today’s date and felt a familiar ring to the combination of the month and day, you’re not alone. Quick, take a look. What does it spell? It’s no coincidence that the eponymous date also matches with one of the largest convenience stores in the United States: 7-Eleven. In addition to coffee, snacks, sundries and an assortment of grilled meats, hot dogs and burritos, 7-Eleven has also brought one of the more iconic beverages to the masses: the Slurpee , a blended, carbonated icy c

Advertising 59

Advertising Marketing Self service Technology 59

Andrew Mcfarland

JULY 10, 2018

What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly correct. The complete answer.

Customer Experience 59

Customer Experience Advertising Marketing Management 59

ijgolding

JULY 9, 2018

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked. Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

Marketing 59

Marketing Chief Customer Officer Consulting Consulting 59