EPIC Connections

JULY 12, 2018

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what you need to know. Integration technologies are reaching a new era where virtually all business applications can seamlessly work together, creating an environment where call centers can easily initiate sophisticated multi-application

Call Center 33

Call Center APIs Construction CRM 33

Contact Center Pipeline

JULY 11, 2018

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service delivery and customer experience. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […].

Employee engagement 133

Employee engagement Contact Center Schedule adherence Morale 133

Outsource Consultants

JULY 10, 2018

Customer service isn’t something you set and forget. It needs to be routinely updated to keep up with customer demands. An article by Ron Lambert says that this applies to contact centers as well, but many centers are holding themselves back from their true potential. For one thing, only half of the contact centers measure important metrics such as customer satisfaction, and even fewer measure customer experience and customer effort.

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C

Consulting 170

Consulting Consulting Customer centricity Surveys 170

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

JULY 11, 2018

I just stayed at the Crowne Plaza in Lansing, Michigan. I’ve stayed at many Crowne Plazas in the past, and they are nice hotels, however, the experience at this one was quite unique. It was a personalized experience , and the way they went about it is an excellent lesson we all can learn from. First, the concept of personalization is to make the customer feel like the experience is somewhat unique to them.

Personalization 11

Personalization Customer Experience Customer Service 11

CX Accelerator

JULY 9, 2018

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.

Journey mapping 140

Journey mapping Contact Center Service level Sales 140

Beyond Philosophy

JULY 13, 2018

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects. The post Are You Making The Most Of Scarcity As A Marketing Strategy?

Marketing 199

Marketing 199

ShepHyken

JULY 9, 2018

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. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. (CMSWire) I ordered new products and services from my provider last month and in the bargain had to endure some terrible, horrible, no good, very bad customer experience.

Customer Service 216

Customer Service Customer Experience Technology 216

TechSee

JULY 10, 2018

Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. . A key factor in the successful operation of any insurance company is the efficient processing of customer claims, a process that is often measured by KPIs such as claim settlement cycle time, claims processed per claim employee and most importantly, cost per

Customer centricity 153

Customer centricity Technology Contact Center Surveys 153

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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

Customers That Stick

JULY 13, 2018

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Customer Service 134

Customer Service 134

Contact Center Pipeline

JULY 10, 2018

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven experience economy, however, there is more competition, yet less differentiation than ever. Very few offerings are truly unique. Modern consumers look beyond just products, instead differentiating and making buying decisions based […].

Customer Experience 26

Customer Experience Personalization Analytics Contact Center 26

ShepHyken

JULY 10, 2018

Building A Winning Culture From Within. How to create a customer service culture that solves customers problems, increases revenue, and drives loyalty. Shep Hyken discusses frontline leadership, conflict resolution, and customer loyalty with Jim Rembach, the president of Call Center Coach. ? ?. Top Takeaways: There are six core reasons why frontline supervisors fail.

Coaching 105

Coaching Call Center Customer Service Customer Experience 105

Call Center Weekly

JULY 10, 2018

I love my job — both of them. By day, I am a publicist for an airline, and by night, I am an adjunct professor in a university’s mass communications department. I fell in love with public relations my sophomore year in college. I had no idea people made a “career” out of being puppet masters; but it was much more than that, as I would come to learn throughout my undergraduate years.

Morale 25

Morale Airlines Government Personalization 25

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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

Customers That Stick

JULY 10, 2018

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 121

Customer Service 121

Customer Guru

JULY 10, 2018

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. Companies that invest in building positive customer experience tend to achieve higher customer satisfaction rates, reduced customer churn and, in turn, improved business revenues.

Customer Experience 115

Customer Experience Advertising Engineering Feedback 115

ShepHyken

JULY 13, 2018

This week we feature an article by Christa Heibel about how investing in a personalized customer experience can create life-long customers in the B2B space. – Shep Hyken. If you’ve been habituated to think that the customer experience (CX) is strictly for B2C (business serving customers) verticals, you’re not alone. Most businesses have traditionally focused on separating the customer experience from B2B (business serving other businesses) channels, or not giving it adequate attention because o

B2C 38

B2C Customer Experience B2B Journey mapping 38

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

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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

The Northridge Group

JULY 10, 2018

At its core, Workforce Management (WFM) ensures your business’s understanding of its staffing needs—who’s doing what, what needs doing, how long does it take to do and how many employees are needed at any given time. Broadly speaking, you’re implementing WFM best practices if you’re staffed with the right number of people across each interval and consistently achieving defined goals.

Management 22

Management Coaching Best practices 22

Contact Center Pipeline

JULY 12, 2018

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by those responsible for running the operations as it is unlikely the executive level will be the initiator. In this installment of “Lost in the Labyrinth,” I discuss how business leaders need […].

Contact Center 100

Contact Center Call Center Management 100

Peter Lavers

JULY 10, 2018

I was honoured again this week to be invited to Wimbledon by IBM to experience this very special tournament that blends the very best of tradition and innovation. The All England Lawn Tennis & Croquet Club (AELTC) has partnered with IBM since 1990, and this long-term commitment to co-create the systems and information sharing platforms has led to an impressively seamless operation.

Big data 20

Big data SaaS Marketing Customer Experience 20

aircall

JULY 13, 2018

Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.

Service level 90

Service level Technical Support Telecommunications voip 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

TeamSupport

JULY 10, 2018

Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.

Customer Experience 89

Customer Experience B2B Customer Service Management 89

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Communications are personalized and thoughtful. Customer support is frictionless. New products are consistently well received. And customers are happy to send new business your way. But that kind of synchronicity is pretty rare. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

CRM 83

CRM Feedback Customer centricity Surveys 83

Answer Dash

JULY 13, 2018

Consumers are increasingly aware of and satisfied with AI-enabled experiences but expect the human presence. How consumers engage with businesses is evolving dramatically. Organizations are using this technology to achieve a range of business goals, such as: influencing sales, boosting operations, driving customer engagement, and generating insights.

Self service 81

Self service Technology Sales Customer Experience 81

aircall

JULY 13, 2018

Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official document that clarifies what your provider is committed to delivering and what happens when they don’t.

Service level 90

Service level Technical Support Telecommunications voip 90

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

Tenfold - Contact Center Blog

JULY 9, 2018

Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking up the phone 24/7, it entails establishing customer relationships based on value and satisfaction.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Jive

JULY 10, 2018

Businesses worldwide are beginning to recognize the advantage of VoIP solutions. As they make the big switch, however, there’s another choice they have to make—whether to choose on-premise solutions or opt for hosted services? A hosted solution (i.e. Hosted VoIP) means a provider is responsible for maintaining the technology and the service. The system runs in the cloud and all the features are handled through the provider’s IP-PBX server.

voip 75

voip Technology Customer Support Personalization 75

The Center for Client Retention

JULY 10, 2018

It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer retention rates by 5% raises profits by 25 to 95%.

Customer retention 75

Customer retention Marketing Sales Customer Experience 75