Sat.Sep 09, 2017 - Fri.Sep 15, 2017

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What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Callminer

Call center statistics cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.

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Top 10 Angry Tweets from Customers Waiting On Hold

Fonolo

Onholdwith.com is a community-driven platform that aims to end hold time for customers. The website tracks companies who are experiencing the most complaints on Twitter from people waiting on hold. It’s our way of recognizing which businesses need to improve their call center hold times, and could benefit from a call-back solution like Fonolo’s. But the most interesting part of onholdwith.com are the tweets themselves.

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Trending Sources

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Revealed: Why We Don’t Like Extremes

Beyond Philosophy

When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. The truth is that psychological principles often influence the decision-making process; you might even say take over. But don’t feel bad that you didn’t know.

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The Trouble with Mobile Customer Service Apps

Uniphore

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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What is Service Delivery Optimization?

Callminer

This is the core of service delivery optimization: helping employees outside the contact center manage service delivery just as well as your contact center employees do.

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Why We Love Call-Backs (And You Should, Too!)

Fonolo

Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media. Meanwhile, call centers are under pressure to live up to these expectations while keeping costs contained. If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution.

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7 eLearning Experts Share Tips on How to Choose the Best Learning Management System

ProProfs

Identifying the ‘right’ learning management system (LMS) for your business can be quite a hassle. In an industry filled with so many eLearning vendors, it can be tricky to find the best deal. Nearly every solution provider you interact with will claim to have the perfect tool that can support all your eLearning needs. That is certainly not the case!

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What’s Worse than No CX Vision? Multiple CX Visions

Heart of the Customer

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing your front-line employees to decide how best to serve the customer without needing to escalate. Capital One 360 focuses on simplicity. They refuse to implement a new program or product without […].

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Building the CX Platform at Cisco, With Rachael McBrearty – CB68

Customer Bliss

Episode Overview. Rachael walks us through her path to provide Cisco with crucial information that created insights around Cisco’s customer base — and how she is building capabilities inside the organization to value customers, show impact, and focus on their priorities. . About Rachael. Rachael McBrearty is Chief Creative of Customer Insights and Experience at Cisco.

CX 0
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Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity

Taylor Reach Group

By: TRG Team: John Cockerill , Colin Taylor , Turaj Seyrafiaan , Peg Ayers , Garry Schultz , JD Fairweather . A disaster? It’ll never happen to your business or Contact Center. There hasn’t been a major storm in your area in living memory. That kind of stuff happens to centers in Tornado Alley and Key West, not where you are. Don’t be so sure—there are many kinds of disasters and any one of them could visit your center today.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How to Lower Abandon Rates and Improve the CX with One Solution [Webinar]

Fonolo

Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand.

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Part 1: How to Build an Effective Health Model

Totango

Today we hosted a webinar on Customer Health with our customer, iPerceptions. There has been a TON of interest in this topic which is why we’re calling it Part 1 of our Customer Health series. For those of you who couldn’t attend today’s webinar but have an interest, catch the highlights below the link to the recording! What is a Customer Health Model?

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The AI Revolution: What’s Real and What’s Not

DMG Consulting

The AI Revolution: What’s Real and What’s Not . It’s hard to find a product today that doesn’t claim to use machine learning to provide artificial intelligence (AI). The funny thing is that the marketing has changed while most of the products have not. It’s amazing how so many products have supposedly morphed into AI-based solutions overnight, despite little evidence of any product development effort.

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5 Myths of Journey Mapping

CX Journey

Journey maps are a catalyst for change. But only when done right! You've heard me say that before, and it's the truth. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. What are they doing wrong? I address this question - and many more - in my session for GMC Software's (now Quadient's) second CX Transformation Day.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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FAQ Page for Customer Self Service: How to Choose the Questions to Cover

Provide Support

FAQ page for self service. More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves.

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CSM from the Trenches – A Community for Frontline Customer Success Managers

ClientSuccess

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top – Down (CS Executives + other leadership), but I hadn’t really seen a place where like-minded Customer Success Managers (CSMs) could learn from one another.

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What does digital transformation mean for contact centers?

DMG Consulting

Question: What does digital transformation mean for contact centers? Answer: Digital transformation, the integration of digital technology into all aspects of business and society, and the operational and cultural changes associated with its use, is being seen in contact centers across industries and verticals. Digital transformation of contact centers has quickly become an expectation for prospects and customers who want to interact with businesses according to their preferences, rather than wh

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Changing the Game: Transformation Through Technology and People

Confirmit

So many organizations are trying to transform themselves and many look to technology as some kind of silver bullet. Technology can help, but when change isn’t fully realized, and the world’s problems are not magically swept aside, where is the blame placed? On the technology? Or the people using it? In this webinar, Phil Durand from Confirmit and Bruce Temkin, CCXP Managing Partner & Customer Experience Transformist, investigated ways in which CX professionals can become a drivin

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Act on What Your Customers Tell You!

CX Journey

Image courtesy of Pixabay Are you acting on what your customers are telling you? Companies listen to customers but fail to make improvements to the customer experience as a result of what they hear. There are a few reasons behind that, including but not limited to: a lack of actionable data, analysis paralysis, and not knowing what to do next or how to execute.

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Short Video: ROI on Customer Feedback Matters in B2B Companies

Waypoint Group

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA). In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at 2:22] What advice would you give to companies looking to […].

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Be Honest: Are You Communicating Effectively?

Beyond Philosophy

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. We’ve all seen what can go wrong when communication breaks down – anything from divorce to declarations of war; but in a business context, what does it mean?

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Entry-Level Roles in CX—How Do You Break In?

Confirmit

Choosing a career in customer experience (CX) is not for those uncomfortable with gray space. You don’t always have the clear, binary results of the “big four” professions—medicine, accounting, law and engineering. You either complete the surgery successfully, balance the books, win the case or build the bridge successfully or not.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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7 Essential Steps to Successful Business Projects (A Useful Roadmap)

C3Centricity

Although there is no magic bullet to transform your business into a successful powerhouse, I have witnessed similarities amongst those that grow more profitably. And what they have in common is the process steps of their business projects. Why not compare your own to the elements below and see how good yours really are? Here are my 7 secrets to managing a successful business project.

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Designing an Effective Online Course

ProProfs

Online education is achieving new milestones every day. From MOOCs to live online classes or flipped classrooms to hybrid courses, a number of options are available for online courses. Previously, online courses could be accessed only on desktops, which is no longer the case. The present day online courses are much more flexible and responsive, the reason why the participation of students in online courses has drastically improved.

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Career trajectories, tech vs. design, and the first 90 days: Recent podcast lessons

Customer Bliss

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. I decided to go back to around Episode No. 50 and see what items I could pull together that may be of value to you or your career. Growing Your Customer Base. This is all about repeatable, scaleable process, as Lexi Reese explained to me in Episode 50.

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CX Day 2017: 3 Weeks to Go!

Confirmit

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Combating Customer Support Complaints

UJET

As you’ve heard us say time and time again, today’s world is all about instant results. As consumers, speed trumps everything else and when that fails, we try to find the next best solution.

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CX Day 2017: 3 Weeks to Go!

Confirmit

Our countdown to CX Day 2017 continues. Last week, we shared a case study about one of our most successful clients, RS Components who are doing some seriously impressive things with a large, multi-lingual, multi-country CX program. If you missed the blog post, it’s definitely worth checking it out – I think you’ll learn something new.