Listening for loyalty: How to win consideration and avoid churn by searching for CX pain
Tethr
MARCH 14, 2019
Sat.Mar 09, 2019 - Fri.Mar 15, 2019
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Unstructured Data: Where the Voice of the Customer Lives
VocalCom
MARCH 11, 2019
When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations. Rather, it is unstructured data that contains such insights: All the smaller, often textual bits of data contained in interactions between your company and the custom
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The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
Warm Calling Confusion
CrazyCall
MARCH 12, 2019
Close your eyes and try to imagine the below scene: You notice your phone beeping. Unknown number. You hesitate but decide to pick it up. Unknown caller. He tries to sell you his amazing product. What are your thoughts at this point? Oh, that’s amazing you called me! Or rather. Well… Why are you calling me? Oftentimes, that’s how recipients of such cold calls feel about receiving the calls.
Enterprise ABM Marketing Tools: A Marketers Guide
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.
Amaze It Forward
ShepHyken
MARCH 13, 2019
You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward. Some people don’t realize that the Pay It Forward movement was started by a movie of the same name, which was based on a book by Catherine Ryan Hyde.
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Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Automation has enormous appeal as an efficient, affordable option for companies that lack the human staff to effectively manage the workload in the contact center (one of the top 3 challenges […].
The True Path to Measuring Customer Sentiment Through Speech Analytics
Callminer
MARCH 11, 2019
While asking for direct feedback is a critically important component of measuring customer sentiment, surveys have several limitations for VOC tracking in your contact center.
5 Top Customer Service Articles for the Week of March 11, 2019
ShepHyken
MARCH 11, 2019
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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. (MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.
The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.
The Contact Center Manager’s Guide to AI
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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.
See CallMiner At Enterprise Connect 2019!
Callminer
MARCH 12, 2019
Meet us at Enterprise Connect. CallMiner has a number of activities going on which we invite you to attend that focus on AI, contact center technology, and better customer experiences!
Amazing Business Radio: Todd Hopkins
ShepHyken
MARCH 12, 2019
Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business. In Shep’s Opening Monologue… He talks about what you should do with customer feedback once you get it. The Interview with Todd Hopkins: Core values can work as a filter to influence every decision you and your employees make.
CX Q&A with Diane Magers & Ben London of Experience Catalysts
Centriam Customer Experience Lab
MARCH 12, 2019
Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.
Frost Radar: Voice of Customer Analytics, 2024
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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.
A Q&A with Unymira’s Chris Rall
Contact Center Pipeline
MARCH 14, 2019
For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an omnichannel environment, a well-thought-out knowledge management strategy should be the foundational step for moving forward.
Visual Automation: Boost Agent Productivity with Smart Eyes
TechSee
MARCH 12, 2019
Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019.
Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service
ShepHyken
MARCH 15, 2019
This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. – Shep Hyken. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.
How to Successfully Manage the Post-Purchase Customer Service Experience
Fonolo
MARCH 14, 2019
The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase. For example, retail brands focus heavily on ensuring that sales associates help shoppers find the right sizes, greet guests warmly, create quick and easy checkout processes, and include thoughtful touches like water bottles in change rooms.
Your Roadmap to Successful AI Implementations in the Contact Center
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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.
A Special Offer for Our 10th Anniversary: Celebrate with Us!
Contact Center Pipeline
MARCH 12, 2019
March marks our 10th Anniversary of publishing Contact Center Pipeline, and we are celebrating! Start or Renew a Subscription this month… at no charge! AND… refer three colleagues, and you’ll be entered in a drawing to win a $50 Visa gift card. (We will be drawing 10 winners!) This is such an exciting time to […].
Preparing your support team for the future of customer service
TELUS International
MARCH 12, 2019
Discover top tips for hiring, training and engaging your customer service team in the digital age.
How to Use Live Chat Software for Lead Generation
ProProfs Blog
MARCH 15, 2019
It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment. Thinking of it like that, you finally build your website. But even after a month or so, you do not see much traffic on it.
What Is a VoIP Number, How Does It Work and How Do I Get One?
Nextiva
MARCH 14, 2019
The hottest technology on the market today for business and personal use is coming straight out of the VoIP and virtual phone sectors. VoIP technology lets you call from anywhere using a cell phone, computer, tablet, a VoIP phone or other data-driven device from the same number. Let’s look at what a VoIP number is […]. The post What Is a VoIP Number, How Does It Work and How Do I Get One?
4 AI Hacks to Make Sales Teams More Efficient
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.
Agents shine when given the right opportunity and independence
Liveops
MARCH 15, 2019
Foster dog dad, funny car enthusiast and caring uncle is also a born customer service and sales pro. Aldo Covarrubias, who landed with Liveops last September, said he feels he’s found a perfect work at home arrangement where he excels and gets noticed. Aldo has worked at more than his fair share of traditional call centers — brick and mortar as well as virtual.
What is Live Chat & How does it work?
ProProfs Blog
MARCH 12, 2019
Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more. But one fine day you come across an emergency and are left with no option but to leave a “closed” sign hanging at your entrance with your contact number on it. But do you think that customers will prefer to discuss an issue encountered with a piece purchased from your store on a phone call?
How to Handle Customer Escalations in the New Customer-Centered Economy
Totango
MARCH 14, 2019
Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
Driving a culture of security at Liveops
Liveops
MARCH 11, 2019
A Q&A with Paul Leavens, Liveops’ Vice President of IT & Security. In a world plagued by increasing—and increasingly dangerous—threats, how do you safeguard your company, your customers and your own devices? Paul Leavens thinks about questions like these every day. For him, the answer isn’t found in the “shiny” new cybersecurity products, but in digital literacy, smart governance and other “common sense” tactics that are all-too-uncommon in 2019.
Say Goodbye to Hold Music and Hello to Service on Your Schedule with Contact Requests for Omni-Channel in Spring ’19
InGenius
MARCH 13, 2019
Salesforce Omni-Channel has been around for about 3 years now! On one hand that seems like such a short time, and on the other it seems like a long time because Salesforce Omni-Channel has come a long way in the 12 releases since it was first introduced in the summer of 2015. This post will cover the new Omni-Channel features in the Salesforce Spring '19 release.
4 customer onboarding metrics that SaaS companies should measure!
CustomerSuccessBox
MARCH 11, 2019
Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Onboarding is one of the most important aspects of the customer journey. Customer onboarding should be one of the first focus areas when the customer success practice is set up in your company.
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