Tethr

MARCH 14, 2019

48

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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

Contact center software 48

Contact center software Big data Contact Center Customer centricity 48

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.

Personalization 369

Personalization Customer Experience Journey mapping Education 369

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.

Sales 67

Sales Personalization Outbound sales Metrics 67

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

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.

Customer Service 296

Customer Service Personalization Customer Experience 296

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 […].

Chatbots 212

Chatbots Contact Center Management Customer Service 212

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.

Analytics 207

Analytics Contact Center Surveys Feedback 207

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.

Customer Service 264

Customer Service Customer Experience Marketing Management 264

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.

Personalization 182

Personalization Customer Experience Journey mapping Education 182

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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.

Contact Center

ProProfs Blog

MARCH 15, 2019

Customer emotions 137

Customer emotions 137

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!

Enterprise 182

Enterprise Contact Center Technology Customer Experience 182

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.

Feedback 236

Feedback Customer Service 236

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.

Consulting 114

Consulting Consulting Customer Experience 114

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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

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.

Contact Center 113

Contact Center Management Customer Service Call Center 113

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.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

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.

Customer Service 201

Customer Service Management Customer Experience Customer effort 201

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.

Customer Service 111

Customer Service Management Call Center Feedback 111

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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

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 […].

Contact Center 22

Contact Center Call Center 22

TELUS International

MARCH 12, 2019

Discover top tips for hiring, training and engaging your customer service team in the digital age.

Customer Service 103

Customer Service 103

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.

Automotive 98

Automotive CRM Upselling Healthcare 98

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?

voip 96

voip Sales Marketing Technology 96

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

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.

Best practices 91

Best practices Customer retention Feedback Personalization 91

TELUS International

MARCH 11, 2019

Customer Service 103

Customer Service 103

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?

Sales 95

Sales Upselling Customer Support Surveys 95

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.

virtual call center 91

virtual call center Call Center Sales Customer Service 91

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

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.

APIs 90

APIs Chatbots Enterprise Contact Center 90

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.

Metrics 88

Metrics SaaS Marketing Sales 88

Avoxi

MARCH 11, 2019

So you’re looking for the best call forwarding service for your business. Since you found this post, you probably already have an idea of what you’re looking for – and what you’re trying to avoid. Maybe you've been charged premium pricing for a call forwarding service that doesn’t deliver. Maybe you've tried cheap alternatives that… The post Best Call Forwarding Service for Business appeared first on AVOXI.

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