SharpenCX

JUNE 5, 2019

Contact Center 69

Contact Center 69

Contact Center Pipeline

JUNE 6, 2019

Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day. I approached the call with “cautious optimism.” What made it interesting was the way the agent […].

Contact Center 219

Contact Center Call Center 219

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. In fact, 72% of people feel like taking surveys interferes with their day-to-day use of a service, and 80% of them abandon taking a survey part of the way through.

Surveys 74

Surveys Customer Service B2C Metrics 74

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

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

Callminer

JUNE 3, 2019

More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.

Analytics 345

Analytics 345

ProProfs Blog

JUNE 3, 2019

Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication. You can reach whoever you want, whenever you want, at any circumstances as long as you have a battery and an internet connection. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well.

B2C 150

B2C Feedback B2B SaaS 150

Beyond Philosophy

JUNE 7, 2019

Happy Employees Make Happy Customers. When your employees are happy, they are more likely to make your customers happy. Common sense dictates that this is logical. However, despite the rationality of this statement, too many organizations do not spend enough of their resources ensuring their employees are happy—and their Customer Experience suffers for it.

Consulting 287

Consulting Consulting Employee engagement Customer Experience 287

Callminer

JUNE 2, 2019

Discover the most common problems found across the industry and how AI-powered speech analytics solutions can help churn-proof your call center today.

Analytics 182

Analytics Call Center 182

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history.

Customer centricity 309

Customer centricity Advertising outsourcing Chatbots 309

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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

Contact Center Pipeline

JUNE 4, 2019

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. Our June issue includes several articles that discuss how to help our agents to […].

Contact Center 133

Contact Center Call Center 133

PeopleMetrics

JUNE 4, 2019

The following is an excerpt from Listen Or Die by Sean McDade, P hD. Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? The answer to this question is key to creating a world-class VoC program. B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

B2C 122

B2C B2B Real estate Airlines 122

Callminer

JUNE 3, 2019

Today’s contact centers are all too familiar with agent turnover. The industry’s employee turnover rates remain more than double the average for all other U.S. occupations, with large call centers reaching over 50%. Not only does this come at an expensive cost to companies due to the time and resources it takes to hire and train, but it can also lead to bad customer experiences—an indirect attack against the heart of your brand.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ShepHyken

JUNE 3, 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. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. (Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips.

Customer Service 304

Customer Service Surveys Customer Experience Feedback 304

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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

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Contact Center Pipeline

JUNE 5, 2019

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you. This transformation, in turn, has increased the amount of data generated by customer interactions.

Contact Center 113

Contact Center Customer Experience Marketing Surveys 113

UJET

JUNE 4, 2019

According to research from GfK MRI , 68% of consumers - and more than 83% of millennials - said that they text more than they talk on their smartphones. Consumers use Facebook Messenger, Whatsapp, KakaoTalk, Line, WeChat, and more to chat with family and friends.

Multichannel 106

Multichannel Customer Service 106

ShepHyken

JUNE 4, 2019

Social Media and the Customer Journey. Human Connections Through a Digital Platform. Shep Hyken interviews Jamie Gilpin. They discuss how the role of marketers has expanded to include the customer experience, and how social media can positively affect the customer journey. The Interview with Jamie Gilpin: The advent of social media has opened new channels for marketers.

Advertising 295

Advertising Marketing Analytics Sales 295

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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

Totango

JUNE 6, 2019

Renewal is a promise of future reward. In fact, an MRI study of the thought processes of loyal customers found that specific parts of the brain are activated when a customer sees a brand they like. Those illuminated parts of the brain are associated with our emotional responses, and they encourage us to act in a certain way based on an expected future reward.

Enterprise 95

Enterprise Upselling Accountability Best practices 95

C3Centricity

JUNE 5, 2019

Consultants get contacted for all sorts of – admittedly sometimes strange – requests for support from their clients. However, when I get several people asking for help in the same area, I know something important is happening in the marketplace. This is exactly what happened to me last month. The topic? Business Growth. Most marketers will soon be leaving on their annual vacation and are realising just how little time they will have left to meet them when they return.

Advertising 94

Advertising Metrics Marketing Customer centricity 94

Certified Languages International

JUNE 5, 2019

At CLI, we see non-discrimination laws like Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) of 1990, and Section 1557 of the Affordable Care Act (ACA) as necessary protections to ensure every person has access to the basic services that many people take for granted. Equitable access to high-quality healthcare, in particular, is a human right — regardless of what language you speak or where you come from.

Wireless 92

Wireless Healthcare Technology Personalization 92

teleopti

JUNE 5, 2019

This blog is a little different than our usual WFM posts but we have some exciting news! Teleopti CEO, Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX).

Contact Center 90

Contact Center Chatbots Self service Customer Experience 90

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

OctopusTech

JUNE 3, 2019

Outsourcing can make your brand image and the same way spoil it. It can bring expertise to an area of business don’t have in-house. There are many arguments against using outsourcing or hiring the third party for your tasks. But from the past few years, the handing over business activities to other companies become more popular. From cost saving to free up resources, there are many reasons for businesses to choose to outsource.

outsourcing 89

outsourcing Technology Customer Support Marketing 89

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? To find out, Pointillist surveyed over 700 CX, marketing, and analytics professionals worldwide to uncover key trends, insights and benchmarks on: Top-of-mind challenges and priorities Effective strategies, tactics and approaches High priority met

Management 89

Management Analytics Metrics Chief Customer Officer 89

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Measuring leading indicators with short lookup windows. Having a simple risk strategy, i.e., poor score must be broad and should consider each churn signal separately.

Best practices 89

Best practices SaaS Accountability B2B 89

Liveops

JUNE 7, 2019

People skills may end up carrying higher premiums. “We are at an interesting inflection point with customer service: We’ve gone from full automation and the push for chatbots, and back to live call center agents as a result of customer demand for human interaction.”. That’s from a recent article in CRM Magazine I had the honor of being featured in about how brands can meet increasing expectations for outstanding customer service by developing team members into super agents.

Chatbots 88

Chatbots Call Center CRM Surveys 88

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

Concentrix

JUNE 5, 2019

Global Security Team Stands out in Threat Detection Category Concentrix was presented the Business Intelligence Group’s Fortress Cyber Security Award for its dedication to cyber security both for the company’s clients and for the industry. The award identifies and rewards the world’s leading companies and products that are working to keep data and electronic assets.

88

88

GetFeedback

JUNE 3, 2019

Content marketing is a great strategy to help attract more people to your brand and improve your overall sales. In.

Marketing 88

Marketing Customer Experience Sales 88

aircall

JUNE 3, 2019

Talk is cheap, but communication is priceless. A reliable way to interact with customers, clients, and prospects is vital to running a business. Which makes picking the right phone system a critical choice for your company’s success. While it was certainly understandable to critique VoIP (Voice over Internet Protocol) phone quality in the past, it has come a long way.

voip 87

voip Sales Technology Personalization 87