Global Response
DECEMBER 27, 2018
Great experiences are emotional experiences and emotional experiences are memorable. And, often times, the memory of an experience is more important than the experience itself! At Global Response, we make it our more. The post Being Memorable Makes A Difference appeared first on Global Response.
GetFeedback
DECEMBER 26, 2018
We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated? Believe it or not, a simple customer “thank you” email can go a long way in creating a positive customer experience and brand perception.
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ProProfs Blog
DECEMBER 27, 2018
You must have heard this a lot: Customers want their issues resolved, and they want it done now. And why shouldn’t they? They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless. When it comes to instant support, we think of live chat and chatbots. They both have resulted in more sales, revenue, and a boost in customer loyalty.
ShepHyken
DECEMBER 26, 2018
“People don’t buy what you do; they buy why you do it.” That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. There are plenty of them to consider, so I put together a short list of some of these Whys : Price: Let’s get this one out of the way first.
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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.
Beyond Philosophy
DECEMBER 28, 2018
Thanks for all your support! Please do a review and tell your friends and colleagues about the podcast. The post Christmas And New Years Message appeared first on.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customer Guru
DECEMBER 23, 2018
As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. So, it is imperative that all brands focus more on the customer. These resolutions in the new year will certainly be a start! The post 19 Customer Experience resolutions for 2019 appeared first on Customer Guru.
ShepHyken
DECEMBER 28, 2018
This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Millennials (those youngsters born between 1981 and 1996) represent more than 25% of the nation’s population, which is why it makes perfect sense that if they have a preference for how to communicate with businesses today (from fast food to fashion), those businesses are going to sit up and take notice!
Contact Center Pipeline
DECEMBER 26, 2018
Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Read on to find out! We’ve compiled the top most-read […].
Nextiva
DECEMBER 27, 2018
Below is a summary of the advantages and disadvantages of VoIP phone systems. If you’d like to jump right to the summary table, click here. VoIP Advantages and Disadvantages: Overview Defining VoIP VoIP: Advantages VoIP: Disadvantages Using VoIP Services at Home IP Telephony for Businesses How to Switch to VoIP Defining VoIP VoIP (Voice over […].
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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.
GetFeedback
DECEMBER 27, 2018
The term "customer experience" gets thrown around a lot, but what does a great customer experience look like? Here are five qualities that define it.
ShepHyken
DECEMBER 24, 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. How to Provide Proactive Customer Service by Leveraging Customer Data by Michael. (Freshdesk) Customer service teams now have more resources at their disposal than ever for understanding and assisting customers.
Contact Center Pipeline
DECEMBER 28, 2018
It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers. The following were our 10 most-read posts in 2018. If you can take a moment during this hectic season, be […].
ProProfs Blog
DECEMBER 27, 2018
Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Without offering a delightful service experience to customers , your business may suffer in the long-run, since dissatisfied customers can jeopardize your business. Customer service processes are complex, which include handling a flood of tickets, interacting with multiple departments for issue resolution, etc.
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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.
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback.
ShepHyken
DECEMBER 25, 2018
The Gig Economy. Cost-Effective Customer Support in an On-Demand Society. Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.
Contact Center Pipeline
DECEMBER 27, 2018
Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below. Weaknesses of an WFMerInterviewer: What are your greatest strengths?Answer: I […].
Customer Service Life
DECEMBER 27, 2018
When it comes to remote work, many of us picture the ease of lounging on our couches in our PJs while plugging away on our laptop. But if we’re not mindful, this way of life can cause our overall well-being to fall off track. Meet Caylin White, Sales, Marketing, and Account Representative in Atlanta, Georgia for VIPdesk Connect. She’s sharing her self-care wins & struggles while working remote in this episode of AvoCAREdo.
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!
GetFeedback
DECEMBER 26, 2018
Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do.
Nextiva
DECEMBER 26, 2018
When done right, event sponsorship delivers on its promise. It will help your brand gain visibility, street cred, and new leads. Events let you nurture relationships with existing customers, vendors, and new prospects. They have lucrative benefits that are quite compelling. While that may be true, how do you know that you got your money’s […].
TechSee
DECEMBER 27, 2018
You’ve heard of the Nightmare Before Christmas, but for retailers, especially those carrying consumer tech products, the real horror begins after gifts are opened. Here’s why some companies are hoping augmented reality will help them sleep easy. This holiday season, Santa will be delivering hot consumer products all across the globe. And if the big guy doesn’t come through?
ProProfs Blog
DECEMBER 25, 2018
There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Using surveys to gain feedback and insights from your customers has been a trend for quite some time now.
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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.
GetFeedback
DECEMBER 27, 2018
Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from.
Nextiva
DECEMBER 23, 2018
If you’re looking for a phone system for your business or local office, you have two options to choose from: VoIP (Voice Over Internet Protocol) or the classic landline phone. Every business, regardless of industry, needs a reliable phone system. Let’s compare VoIP vs Landline phone service. According to Forbes, as much as 71 percent […].
Ansafone
DECEMBER 27, 2018
Advancements in technology have revolutionized how companies interact with customers. Several cutting-edge tools are now being integrated into the contact center environment to improve workflows and increase agent productivity, allowing them to raise the bar on what excellent customer experiences look like. The strategic use of this technology is also putting businesses far ahead … 4 Technology Trends that Transform Contact Centers Read More ».
SharpenCX
DECEMBER 27, 2018
You know the moment when you finish your morning meeting with 30 minutes to spare? Or, when you snag a donut and still make it to work on time? Better yet, when one of your agents wraps up a case. Read More. The post How to Keep Employees Engaged by Celebrating Micro Wins appeared first on Sharpen Contact Center Software.
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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.
GetFeedback
DECEMBER 26, 2018
Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. The platform’s robust offerings and ease of integration have long set it apart from competitors, and the numbers prove it—the software giant saw $10.48 billion in total revenue in fiscal 2018. But most modern CRMs, including Salesforce, lack one large piece: customer surveys.
Liveops
DECEMBER 27, 2018
12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.
ProProfs Blog
DECEMBER 27, 2018
Surveys are the most convenient and the best way to collect feedback about a product or service. However, while it may seem easy to get respondents to take the survey, it is not so in reality. About 75% of online surveys fail to get their minimum anticipated survey response rate. As an online surveyor, you may want to improve your survey rate. A good response rate for your survey is no less than a badge of honor.
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