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3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

Customer-Centric Cultures are Made of This

Beyond Morale

Courtesy of www.AnnieLennox.com. You can travel the world and the seven seas, everybody’s looking for customer-centric cultures. Some customers want to use you. None of them want to get used by you. Some of them want to abuse you. None of them want to be abused.

How to Complain on Facebook and Twitter

Chad Schaeffer

What’s fun and exciting this week? My last post on “How Kroger Ruined, Then Saved My Daughter’s Birthday” was the third most popular post of all time here on No Fluff Social Media. Thanks to everyone who took the time to read it.

Is Your Marketing Organization Ready to Change its MO?

ClearAction

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015.

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How pre-answered caller authentication helps prevent telephone bank fraud

TRUSTID

Prevention vs. clean up. It’s a security question all financial institutions should ask themselves. When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. That’s because they continue to allow criminals to get their foot in the door.

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Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

Call Centers Can Be Any Size

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service efficiency strategy support center

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

Wishing You a Day of Peace

Win the Customer

Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How Kroger Ruined, Then Saved My Daughter’s Birthday!

Chad Schaeffer

Happy Monday morning everyone! Throw away those Monday morning blues, it’s going to be a great week. I had a fantastic weekend but it almost turned disastrous! I love it when I can tell real life customer service stories here on my blog. Thanks for visiting this week.

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

Throughout the Dreamforce conference Nov. 18-21st in San Francisco there will be certain themes commanding a lot of attention. One of those themes is Social Customer Care.

How Do I Find Chad at Dreamforce?

Chad Schaeffer

Next week November 18th-21st, Dreamforce, the largest software conference in the world, along with our amazing customers and partners take over the city of San Francisco. And I’m excited to be a part of it!

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Why Marriott Is Not ‘Plugged In’ to the Customer Experience

Chad Schaeffer

Hope you all have fun plans lined up for the 4th, I can’t wait to spend a few long weekends in northern Michigan later in July and August.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Uber – My New Favorite Company!

Chad Schaeffer

I hope everyone’s summer is off to an amazing start. This is such a fun time of year isn’t it? Longer days, kids playing outside, BBQ’s, bonfire’s and even music sounds a little sweeter sitting in the fresh air. What a week!

Photo Blog From Switzerland

Chad Schaeffer

Good morning everyone, how was your week? Hope everyone learned something new and feels good about their contribution at home and at work. You have my sincere thanks for deciding to click on this blog post! Do me a favor, stop and think about the most beautiful place you have ever laid eyes on.

How to turn telephone identity interrogations into better customer care

TRUSTID

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. We all know that the reliability of traditional knowledge-based authentication (KBA) today is not what it was a few short years ago.

Do your customer calls all look the same? They shouldn’t.

TRUSTID

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key questions all banks should know about customer calls, such as: Which calls are trustworthy? Which calls require further review? Which calls require a contact center agent?

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Banks continually challenged with securing growing sales channels

TRUSTID

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience.

Security concerns prompting banks to invest in multi-factor authentication

TRUSTID

It shouldn’t come to anyone’s surprise that account takeover attacks are up around the globe. With fraud against financial institutions on the rise, what will banks be focusing on in the coming year? That’s the question recently posed to Bill Nelson, president and CEO of the Financial Services Information Sharing and Analysis Center (FS-ISAC).

Restoring the trust and usability of Caller ID

TRUSTID

Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies to today’s Caller IDs and ANI.

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Combating bank fraud that targets user behavior

TRUSTID

Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. In other words, while anti-fraud technologies are designed to provide red flags and help detect fraudulent transactions, they can’t always stop people from being duped by clever social engineering schemes. That risk is often left up to the individual’s discretion, whether it’s a customer or employee.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

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Standard Post Headline Goes Here

Chip Bell

Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Nam cursus. Morbi ut mi. Nullam enim leo, egestas id, condimentum at, laoreet mattis, massa. Sed eleifend nonummy diam. Praesent mauris ante, elementum et, bibendum at, posuere sit amet, nibh. Duis tincidunt lectus quis dui viverra vestibulum. Suspendisse vulputate aliquam dui. Nulla elementum dui ut augue. Aliquam vehicula mi at mauris.

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How Contact Centers Behave

Brad Cleveland

Call Center Contact Center Videos Brad Cleveland Call Center Management On Fast Forward Customer Service strategy support center