Nicereply

SEPTEMBER 24, 2019

When people think about CEOs, they generally think about high-up decision makers with little insights or knowledge of what happens in the day-to-day work of most employees. That isn’t how it should be, though—in order for a CEO to best understand how to grow the company, they need to understand what happens each day. You can’t make successful decisions about how to change things without knowing what you are already doing and how it’s working for you.

Metrics 88

Metrics Construction Benchmark Surveys 88

ChurnZero

SEPTEMBER 27, 2019

Author: Alexander Weihmann. Fostering a ‘Customer Success First’ Attitude Across Your Organization. The success of your customers no longer lies squarely on one team or department. In today’s hyper-customer-oriented environment, the success of your customers is no longer limited to the responsibility of your Customer Success or Support teams.

Customer centricity 56

Customer centricity Accountability Sales SaaS 56

Etech GS

SEPTEMBER 25, 2019

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be. Some managers say prior generations were easier to manage because they were more predictable. Employees worked their 40-plus hours per week at a call center and went home with little complaint.

Call Center 69

Call Center Management call center workforce Upselling 69

ShepHyken

SEPTEMBER 25, 2019

National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.

Customer Service 314

Customer Service Personalization Management 314

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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 Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer centricity 282

Customer centricity Education Government Personalization 282

Callminer

SEPTEMBER 25, 2019

Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.

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254

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. In less than 36 hours, my parents were headed to Texas for a two-week vacation. Their unruly, horse-sized Bernadoodle was ready to ship out on a two-week trip of his own.

Customer Experience 297

Customer Experience Personalization Customer Service Marketing 297

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer centricity 208

Customer centricity Education Government Personalization 208

Beyond Philosophy

SEPTEMBER 27, 2019

The Key to Successful Marketing Communications. There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers.

Marketing 268

Marketing Advertising Scripts Consulting 268

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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

Callminer

SEPTEMBER 23, 2019

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired with low talk time, is a common goal.

First call resolution 182

First call resolution Best practices 182

ShepHyken

SEPTEMBER 24, 2019

Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). They also talk about the crucial role the employee experience plays in the customer experience.

Customer centricity 284

Customer centricity Coaching Employee engagement Customer Experience 284

CX Accelerator

SEPTEMBER 24, 2019

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

Customer centricity 182

Customer centricity Education Government Personalization 182

Customer Contact Central Submitted Articles

SEPTEMBER 26, 2019

Purposeful leadership traits for call center and contact center leaders. Are you looking for ways to be a better leader? Be early. Say "you're welcome.

Call Center 187

Call Center Contact Center 187

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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

CX Global Media

SEPTEMBER 23, 2019

You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. I was humbled and surprised to be named to this distinguished list of impact makers and will continue to pursue my passion of making a difference.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

ShepHyken

SEPTEMBER 23, 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. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. (Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Journey mapping 261

Journey mapping Customer Service B2B Analytics 261

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Convoso

SEPTEMBER 23, 2019

If you want your outbound call center to convert more of your leads faster, efficiency is everything. But what are the best ways to improve efficiency while continuing to run full speed ahead with your business?

Marketing 120

Marketing Call Center call center solutions Contact center software 120

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

Contact Center Pipeline

SEPTEMBER 24, 2019

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for their superior lens technology and “purpose-built” design, are a favorite among watersports enthusiasts. Born out of necessity, the company’s first sunglasses were developed by a group of hardcore fishermen whose outdoors […].

Technology 124

Technology Employee engagement Contact Center Call Center 124

Customer Contact Central Submitted Articles

SEPTEMBER 25, 2019

Your customer is not a commodity From all reports, we are experiencing a ‘retail recession’ and figures show that consumer confidence is plateauing. So now, more than ever, maintaining a healthy flow of sales is a matter of survival.

Sales 100

Sales 100

ProProfs Blog

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. U.S. companies lose more than $62 billion annually due to poor customer service.

Customer Support 106

Customer Support Metrics Surveys Customer retention 106

Convoso

SEPTEMBER 23, 2019

If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance. The insurance vertical, for example, often scales outreach around open enrollment each year. As a high-pressure time of the year, call centers need to operate efficiently and at an even higher scale when it’s open enrollment.

Call Center 120

Call Center Personalization Customer Support 120

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Contact Center Pipeline

SEPTEMBER 27, 2019

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care and service delivery. Along those same lines, the other top posts in September were those that emphasized strategies, tech and tools […].

Customer Care 113

Customer Care Employee engagement Self service Contact Center 113

Customer Contact Central Submitted Articles

SEPTEMBER 24, 2019

Keep your center competitive by implementing these 11 call center innovations.

Call Center 120

Call Center 120

ProProfs Blog

SEPTEMBER 27, 2019

It is the age of customers. It is the age of social media. On average people spend over 135 minutes on social media every day. . The average time spent on social media in 2018 was 144 minutes, which is more than a 60% increase from 2012. . Another fun fact : the number of users on social media is increasing too! At around 2.89 billion, active social media users amount to over 35% of the human population. .

Advertising 79

Advertising Surveys Feedback B2B 79

Convoso

SEPTEMBER 24, 2019

Is your outbound call center spending too much time qualifying leads?

Call Center 120

Call Center call center solutions 120

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Contact Center Pipeline

SEPTEMBER 25, 2019

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170

Concentrix

SEPTEMBER 23, 2019

Achievement marks improvements for gender equality New York, NY – The Stevie Awards for Great Employers recognize the world’s best employers and the human resources professionals, teams, achievements and HR-related products and suppliers who help to create and drive great places to work. Concentrix was recognized in the category “Achievement to Diversity” for the third.

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80

GetFeedback

SEPTEMBER 24, 2019

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? . We’ve asked ourselves this question, and after much deliberation, we decided the answer is no. We’re not the only ones who think so—there’s much debate on whether low-effort is really the key to great customer experience.

Metrics 68

Metrics Customer Experience 68