Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

Big data 140

Big data Analytics Metrics Sales 140

ChaseData

NOVEMBER 8, 2019

What is attendance management? This is a concept that has largely evolved over the last few years to mean something very different than it originally did. When the term was first coined, it simply referred to keeping track of your employees’ attendance - when they are scheduled, when they show up, when they don’t, and when they’re late or leave early.

Call Center 40

Call Center Management Contact Center 40

ShepHyken

NOVEMBER 8, 2019

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265

Monet Software

NOVEMBER 6, 2019

Contact center employees face a number of challenges during their workday. These challenges can contribute to high turnover and employee disengagement, causing your employees to become indifferent to the company, withholding their best ideas and efforts. As a manager, you are in the perfect position to implement modern solutions to improve morale in your call center.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can creep up on any customer relationship, especially if you don’t communicate the value of your product regularly.

Best practices 84

Best practices Education Enterprise Management 84

BlueOcean

NOVEMBER 6, 2019

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Ansafone

NOVEMBER 5, 2019

As a business owner, looking for ways to keep overhead costs low while still growing your business is a main priority. One way companies can save money while increasing efficiency and productivity is by exploring call center outsourcing and costs. In many cases, outsourcing your communication needs is far more cost effective than keeping … How To Analyze Outsourcing Costs Read More » The post How To Analyze Outsourcing Costs appeared first on Ansafone Contact Centers.

outsourcing 48

outsourcing Contact Center Call Center Customer Service 48

C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

Customer centricity 61

Customer centricity Advertising CRM Marketing 61

Contact Center Pipeline

NOVEMBER 7, 2019

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Contact Center 177

Contact Center Government Call Center Customer Experience 177

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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

CX Global Media

NOVEMBER 6, 2019

Finding the right Speech Analytics Solution starts with knowing the right questions to ask. It’s also important to know that avoiding Speech Analytics mistakes requires you to know the questions not worth asking. Thanks to Roger Lee of Gridspace for sharing his insight at Customer Contact Week. Roger is a long-time contact center industry veteran and a respected thought-leader.

Analytics 136

Analytics Contact Center Coaching Call Center 136

GetFeedback

NOVEMBER 4, 2019

Voice of the Customer (VoC) programs have been emerging across the board in the last few years. But have they been thriving? Bob Thompson of CustomerThink doesn’t believe so. . In CustomerThink’s recent study on Customer Experience Success , they found that only one in four CX initiatives are “Winning,” which they define as “being able to connect the dots from the good work being done to benefits that sponsoring executives care about.”.

B2B 60

B2B Surveys Feedback Customer centricity 60

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Your CRM is Not Enough! Blog Author: Alexander Weihmann. The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ShepHyken

NOVEMBER 6, 2019

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.

Coaching 257

Coaching Sales Customer Service Personalization 257

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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?

Consulting 294

Consulting Consulting Marketing Customer Experience 294

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

Customer Service 83

Customer Service Self service B2B Metrics 83

Toister Performance Solutions

NOVEMBER 5, 2019

"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon experience. The idea of being in a physical bookstore owned by Amazon was a bit strange. Interacting with a real Amazon employee was even more unusual. We talked for a moment, and she explained the store had re-opened earlier that day after being remodeled.

Sales 69

Sales Accountability Customer Service Personalization 69

JustCall

NOVEMBER 6, 2019

Selling is not enough. You need to be in constant touch with your customers to ensure that they are having a seamless experience with your product or service continuously. That is how business in the SaaS world works. You cannot forget about your customers once they have started using your product. That is the point where you start building a relationship with your customers.

Brand ambassadors 71

Brand ambassadors Advertising SaaS Sales 71

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

CSM Magazine

NOVEMBER 7, 2019

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company. Simply writing an email without giving it a second thought does not work. You must pay attention to some golden rules when corresponding with your customers.

Construction 53

Construction Feedback Personalization Customer Service 53

Connect

NOVEMBER 6, 2019

Meeting and exceeding customer expectations has always been a key factor that distinguishes growing, successful businesses from those that struggle to thrive. However, customer experience (CX) expectations are shifting rapidly, in lockstep with the changing way people are experiencing technology in their daily lives and alongside the CX opportunities provided by increased connectivity, big data and AI.

Customer Experience 40

Customer Experience Big data Technology 40

Beyond Philosophy

NOVEMBER 8, 2019

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.

Airlines 281

Airlines Consulting Consulting Customer Experience 281

Callminer

NOVEMBER 3, 2019

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuring it.

Customer effort 226

Customer effort 226

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

ShepHyken

NOVEMBER 4, 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. Gypsy and Your Customers Expect Kindness by Chip Bell. (Forbes) Your customers are a lot like Gypsy in their expectation of kindness.

Customer Service 214

Customer Service Personalization Marketing Customer Support 214

Contact Center Pipeline

NOVEMBER 6, 2019

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar conducted by Jacada, 42% of the attendees replied they don’t fully understand their customers’ preferred channel. Not knowing your customers’ preferred mode of communication will affect your self-service adoption, regardless of […].

Self service 28

Self service Contact Center Interactive Voice Response Call Center 28

Beyond Philosophy

NOVEMBER 2, 2019

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line.

Consulting 191

Consulting Consulting Marketing Customer Experience 191

Callminer

NOVEMBER 5, 2019

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose tools to better display your data.

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Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

ShepHyken

NOVEMBER 5, 2019

The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike. The Interview with Augie Ray: The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before.

Marketing 42

Marketing Customer Experience Customer Service Technology 42

Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […].

Contact Center 113

Contact Center Surveys Call Center 113

Customer Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

Customer Experience 106

Customer Experience 106