Calltools

OCTOBER 31, 2018

One of the key metrics in for any successful sales team or a competent customer service team is the ability to acquire valid leads, as well as improving your contact ratio. Lead generation forms are a tool that is helpful in acquiring quantifiable leads. Yet there are many businesses that do not fully recognize the power behind specific elements of a lead generation form… in this case, a field for a mobile phone number.

Sales 92

Sales Best practices Metrics Customer Service 92

TELUS International

NOVEMBER 1, 2018

Find out how design thinking and journey mapping are elevating the customer experience.

Journey mapping 187

Journey mapping Contact Center Customer Experience 187

Myra Golden Media

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. These ideas will help you be far more successful in getting customers to accept your word as final. 1.

Call Center 277

Call Center Customer Experience Management 277

ShepHyken

OCTOBER 31, 2018

Our mantra at Shepard Presentations is to Always Be Amazing. Those three words are very important. They are totally consistent with what we stand for, what I write about in my books and articles, and how we conduct ourselves at work every day. It’s simple…. We want to be amazing for our employees. We want to be amazing for our clients. And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with.

Personalization 295

Personalization Customer Service 295

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

Beyond Philosophy

NOVEMBER 2, 2018

Customers make rules for themselves that help them in their buying decisions. Some of these rules are common to many people. Some are specific to individual customers. Do you know what your customer’s rules are? How do you find out how to move your customer experience to the next level. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free!

Customer Experience 247

Customer Experience 247

Callminer

OCTOBER 29, 2018

Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call.

Contact Center 207

Contact Center 207

ShepHyken

OCTOBER 29, 2018

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. 4 Major Customer Service Faux Pas by Holger Reisinger . (Business 2 Community) When someone reaches out to your customer service team, more often than not, they’re experiencing some sort of issue.

Customer Service 279

Customer Service Customer Experience 279

TechSee

OCTOBER 31, 2018

“Alexa, launch Netflix!”. No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue, with Technavio predicting that the global telecom IoT market will post an impressive CAGR of more than 42% by 2020.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

Call Center Weekly

NOVEMBER 1, 2018

I'm reading First, Break All The Rules: What the World's Greatest Managers Do Differently , by Don Clifton. It's so, so good! There are some really crucial lessons but the one that is on my mind the most right now is - great managers do NOT follow the golden rule. Because strong personal relationships are crucial for success, that typically means treating others as we want to be treated.

B2B 185

B2B Coaching Sales Marketing 185

Advertisement

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Contact Center Pipeline

OCTOBER 30, 2018

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. Following are five over-arching business trends from Pelorus Associates’ latest report, 2018 World Market for Workforce Management Systems Market. The first two trends have […].

Contact Center 225

Contact Center Marketing Management Call Center 225

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. We cannot escape the future. As we move towards big data and artificial intelligence, chatbots seem to be leading the way towards a more automated future.

Chatbots 241

Chatbots Personalization Healthcare Government 241

Myra Golden Media

OCTOBER 27, 2018

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read? What books would position me to be the most successful version of myself?

Customer Service 159

Customer Service Customer Experience 159

Nextiva

OCTOBER 30, 2018

Every business owner will tell you the key to success is solid customer service. Then why do so many businesses struggle with it? There are a couple reasons for this… First, customers are more likely to remember a poor experience with a business or a brand than a good one. Unfortunately, customers that have a negative […]. The post 30 Customer Service Tips That Will Genuinely Delight Your Customers Every Single Time appeared first on Business VoIP, Customer Experience, Sales & Marketin

voip 127

voip Customer Service Sales Marketing 127

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Despite its CEO’s apology, the overwhelming online backlash led to a 6.3% drop in the company’s shares in pre-market trading. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

ShepHyken

OCTOBER 30, 2018

Five Myths About Monetary Incentives. Why Giving Monetary Incentives is a Bad Idea. Shep Hyken sits down with Sam Stern. They discussed Sam’s research on why giving employees monetary incentives for providing good customer experiences is a bad idea. Top Takeaways: Two years of Sam’s research shows monetary incentives for providing good customer experiences distracts your employees from improving their experience delivery.

Customer centricity 237

Customer centricity Employee engagement Customer Experience Surveys 237

The Northridge Group

NOVEMBER 1, 2018

In today’s fast-paced world, the only constant is change. Technology is developing faster than we can learn how to use it, long-established companies are feeling the heat from digital savvy newcomers, and jobs are being created and/or restructured faster than workers with appropriate skills can be recruited to fill them. In the 30 years that I have been an entrepreneur, I have watched trends change and technology advance, but while the mechanics of business success have evolved, the foundation h

Technology 114

Technology 114

Contact Center Pipeline

NOVEMBER 2, 2018

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips. Don’t miss […].

Contact Center 113

Contact Center Call Center 113

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Nextiva

OCTOBER 29, 2018

From mid-September to mid-October, Nextiva Cares partnered with Southwest Human Development for a children’s book drive. About Southwest Human Development Southwest Human Development is a non-profit organization focused on the first five years of a child’s life. These early years are the most critical for development. Southwest helps both children and their families with support, […].

voip 107

voip Sales Marketing Customer Experience 107

Fonolo

OCTOBER 31, 2018

Every tech trend has a natural lifespan. It starts on the fringes, builds momentum with early adopters, then moves into the mainstream. Subsequently, you get some start-up successes, then a rush of VC-funded efforts, then an overshoot in expectations, and finally a settling-in to some kind of status quo. Think “P2P”, “big data”, “IoT”, or “blockchain”.

Call Center 105

Call Center Self service Technology industry standards 105

Inbenta

NOVEMBER 1, 2018

There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents. However, there still exists implementations of an old-school approach to NLP that relies on machine learning algorithms and predetermined rules.

Chatbots 101

Chatbots Advertising Customer Support Marketing 101

Contact Center Pipeline

OCTOBER 31, 2018

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts of the month included a collection of CSW-friendly recognition tips, along with how to ensure consistent quality across customer communication channels, keeping a lid on drama in the workplace, a quick […].

Customer Service 100

Customer Service Engineering Contact Center Call Center 100

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Nextiva

OCTOBER 29, 2018

Any business that lacks a customer centric culture is well on their path to being irrelevant. But customer service statistics show that those that are customer-centric become profitable faster. In a recent Aragon Research Podcast, Nextiva’s CMO, Yaniv Masjedi, and Aragon Research founder and CEO, Jim Lundy, discuss this topic. They also discuss how […].

Customer centricity 97

Customer centricity voip Sales Marketing 97

Lumoa

OCTOBER 30, 2018

We gathered 15 Customer Experience experts to talk about the latest trends of customer experience in the near future and avoid common challenges. Some hints: big data, omnichannel communications, personalisation, AI and customer-obsessed culture. Make the future of customer experience present in your company already now.

Customer Experience 89

Customer Experience Big data 89

BlueOcean

OCTOBER 30, 2018

Blue Ocean, an international outsourced contact center servicing North America, is excited to begin hiring for 60 new jobs in the Halifax area. These new jobs come after a long-time client, and world-leader in travel insurance, expanded their call center business with Blue Ocean. Job seekers in the Halifax area interested in boosting their résumé with a permanent customer support or claims administration position are encouraged to apply.

outsourcing 53

outsourcing Contact Center Call Center Sales 53

Inbenta

NOVEMBER 1, 2018

There are 2 kinds of Natural Language Processing… Today, industry-leading NLP is built on AI that detects patterns in data that can then be leveraged in understanding user inputs. This creates an approach that is flexible in adapting to the nuances and ambiguity of languages while boosting accuracy between results and user intents. However, there still exists implementations of an old-school approach to NLP that relies on machine learning algorithms and predetermined rules.

Chatbots 84

Chatbots Advertising Customer Support Marketing 84

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Guru

NOVEMBER 1, 2018

Maybe you’ve been in this scenario before. After a year of working hard as a customer support representative, you get a huge promotion. Since you’ve become the de facto subject matter expert, you’re going to be in charge of writing FAQs, process walkthroughs, and troubleshooting tips for the whole team. "Finally!" you think, "Our documentation has never solved our customer’s issues.

Scripts 84

Scripts Feedback Customer Support Management 84

GetFeedback

OCTOBER 30, 2018

A Seamless Way to Get Immediate Post-Chat Feedback. Today, we’re excited to launch GetFeedback for Salesforce Chat. With this feature, companies can seamlessly integrate elegant surveys at the end of their live chat conversations, helping them collect real-time, contextual customer feedback. Modern customers not only want real-time support, they also want to give real-time feedback.

Surveys 41

Surveys Feedback CRM Customer effort 41

8x8

OCTOBER 31, 2018

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talking to a dumb human,” said one contributor during Customer Contact Week’s interactive discussion groups, focused on managing the transition between self-service and assisted-service.

Chatbots 78

Chatbots Self service Contact Center Average Handle Time 78