Food for thought: Three key trends in the digital customer journey
TELUS International
JUNE 18, 2019
Sat.Jun 15, 2019 - Fri.Jun 21, 2019
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Use the Right Tools for Internal Communication
Contact Center Pipeline
JUNE 19, 2019
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact handling. Effectiveness means those responses are consistent and correct, and therefore bring closure. Lots of time and money gets spent in pursuit of these fundamentals, and yet the simplicity of these […].
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How to Build a Customer Retention Strategy
ProProfs Blog
JUNE 21, 2019
Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. The cost to acquire customers can be very high, especially if your product or service is expensive.
Five Ways to Eliminate Customer Service Friction
ShepHyken
JUNE 19, 2019
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.
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.
Three Things that Drive Me Mad At Restaurants
Beyond Philosophy
JUNE 17, 2019
As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.
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When a Customers Asks For Your Manager, Here’s What You Say
Myra Golden Media
JUNE 21, 2019
What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
5 Top Customer Service Articles for the Week of June 17, 2019
ShepHyken
JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. (Qminder) Here are 7 powerful customer service phrases that can support your interaction with customers.
Customer Journey Mapping Using Behavioral Science
Beyond Philosophy
JUNE 21, 2019
Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective.
How to navigate the world of telemarketing compliance in 2019
Convoso
JUNE 19, 2019
This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available.
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.
When Automated QA Meets Digital Transformation You Fly a Friendlier Sky
Callminer
JUNE 19, 2019
In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.
Amazing Business Radio: Mary Drumond
ShepHyken
JUNE 18, 2019
Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond. They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. The Interview with Mary Drumond: It’s important to look into the reasons why customers make their decisions.
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
Contact Center Pipeline
JUNE 18, 2019
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons. But one analyst is noting a pattern that has nothing to do with balance sheets […].
Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle
TechSee
JUNE 18, 2019
The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace. In addition, insurers recognize that customer satisfaction stretches far beyond the purchase of a policy.
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.
The power of personalisation in customer experience
Aspect
JUNE 17, 2019
It’s no secret that customer experience has been rapidly evolving in recent years, with consumer habits and demands changing daily and new communication channels opening continuously. When looking at this current landscape, it can be difficult for organisations to keep pace with the change, in order to deliver a market-leading customer experience, but those who are doing so are going one step further than offering an omni-channel experience – which is an achievement in its own right – and delive
CPaaS Expands but Boundaries Getting Vague
Fonolo
JUNE 19, 2019
Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”. Some folks responded that the point of CPaaS was not to demote the carriers, and that its success should be judged by the new products that it enables and not by whether it’s a net plus or minus for carriers.
Creating a Questionnaire That Drives Responses
GetFeedback
JUNE 16, 2019
Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.
NECCF 2019 Annual Conference & Expo
Contact Center Pipeline
JUNE 21, 2019
This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to be a part of The Northeast Contact Center Forum’s (NECCF) annual contact center conference and expo – the largest contact center event in the Northeast. This year’s theme was “Delivering the […].
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.
How Changing Customer Expectations Affect Churn
Transparent BPO
JUNE 19, 2019
It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them a
8 Follow Up Questions You Can Ask Your Customers After CSAT/NPS/CES
Nicereply
JUNE 18, 2019
Use follow up questions to find additional nuance and add some qualitative color to traditionally numbers-heavy reports. Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year.
Four Reasons Why a Personalized Customer Service Experience is Important
Fonolo
JUNE 18, 2019
Today’s customers are savvier than ever before and one thing many of them are are looking for is a custom experience tailored specifically to their individual needs. A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Companies with personalized customer service see a decrease in operational costs, more efficient call center agents and higher levels of customer satis
Inside View: Aryka Berry, Origami Owl
Contact Center Pipeline
JUNE 20, 2019
In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around. Also critical is having a set of core values that are meaningful and which connect employees to the company, its customers and the […].
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.
O baseball e o mito da precisão ao se prever a força de trabalho
Aspect
JUNE 18, 2019
Yogi Berra não sabia muito sobre contact centers, mas parece que ele teve uma grande visão da primeira fase do processo de planejamento da força de trabalho quando disse: “É difícil fazer previsões, especialmente sobre o futuro.” O fato é que o complexo processo de planejamento da força de trabalho começa com uma previsão do futuro volume de contatos (canais de voz inbound e outbound, e-mail, bate-papo, SMS, vídeo, back office, etc.) que o contact center encontrará em um determinado dia e moment
What to Do About Low User Adoption
Totango
JUNE 20, 2019
It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.
My History Of Enterprise Transformation And XM
Customer Experience Matters
JUNE 18, 2019
I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM. For some recent speeches I’ve combined my personal introduction with a broader overview of the evolution of enterprise transformation. After several requests, I’ve captured the content in this short (5 minute) video.
24-7 Intouch Is Expanding Into Colombia!
24-7 InTouch
JUNE 18, 2019
24-7 Intouch is excited to announce our most recent expansion into Bogota, Colombia!
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!
Announcing the ACE 2019 Sponsors
Aspect
JUNE 20, 2019
Our ACE 2019 sponsors and exhibitors play a key role in supporting our annual ACE conference and our community! ACE is our biggest user event of the year bringing together executives, end users, supervisors, developers and analysts from across the call center, customer experience and workforce management industries to share best practices, industry insights and trends, lessons learned and a whole lot of networking!
Build a Voicemail with Ruby on Rails
Nexmo
JUNE 17, 2019
Have you ever wanted to be able to provide customers with a phone number they can call and just leave you a message? You can create your own voicemail application powered by the Nexmo Voice API and Ruby on Rails. In this tutorial we will walk through the steps to get up and running. Your application will be able to receive phone calls, record voicemail messages and have a web interface to display all messages and play them.
5 Sales Techniques that Work in Customer Service
Customers That Stick
JUNE 18, 2019
A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of the word sales broadly. In a general sense, you’re always selling something. For example, if there’s a difference between what the customer wants and what you can provide, you’re selling the person on a solution.
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