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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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.
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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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.
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.
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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 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: 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!
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.
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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
OCTOBER 15, 2019
Use of profanity by customers in the contact center is on the rise and that’s bad for business.
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
JustCall
OCTOBER 18, 2019
We don’t need to tell you the result good lead generation ideas can bring to your business. But if we ask an average realtor their best real estate lead generation strategy, we mostly get 2 answers: Cold Calling. Door Knocking. And you know for yourself that these 2 methods aren’t going to make a healthy and stable pipeline of leads. . After interviewing leading real estate agents and coaches.
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.
TLC Associates
OCTOBER 16, 2019
Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is set to close 60 locations. Forever 21 , now filing for bankruptcy, is closing 350 stores worldwide. And American Apparel, Payless Shoes, and a long list of others have made headlines with their own colossal closures. .
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