Streamlining Contact Center Processes for More Effective Use of Human Resources
Callminer
AUGUST 21, 2017
Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.
Sat.Aug 19, 2017 - Fri.Aug 25, 2017
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Secrets Revealed! How to Thrive in an Uncertain World
Beyond Philosophy
AUGUST 21, 2017
By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. So, some years ago, as a new senior manager, I asked my boss to explain what my responsibilities would be after a company reorganization. I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”.
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3 Examples of How to Easily WOW Customers
Customers That Stick
AUGUST 21, 2017
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Candidate experience is also customer experience
Customer Bliss
AUGUST 24, 2017
I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. Retention rates in major companies have been dropping for years, for a variety of reasons: more flexible work options, people pursuing their own ventures or teaming with startups, bad management, etc.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
6 Secrets for Boosting Customer Satisfaction in the Contact Center
Fonolo
AUGUST 24, 2017
We’ve been chatting a lot about customer satisfaction (CSat) recently, but for very good reason; measuring the degree to which your product / service meets customer expectations is critical to the success of your brand, regardless of the vertical or size. In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction.
Exposed: How To Measure Your Customer’s Loyalty and CX
Beyond Philosophy
AUGUST 23, 2017
Many organizations measure their Customer Experience (CX) in the wrong way. Chances are, you are too. So, what is it? How are you inadvertently thwarting your efforts to improve your CX? It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.
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Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017
Totango
AUGUST 23, 2017
Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. To that end, one of the keynotes from #CSSummit17 was Thomas E. Lah, Executive Director at TSIA, a for-profit research institute that does deep operational benchmarking with member companies.
Beat the Competition in 2018 (Higher growth, profitability, innovation)
C3Centricity
AUGUST 20, 2017
“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. After the mid-year break, most organisations get into their planning phase for the coming year in earnest. Do you know how you’re going to beat the competition in 2018? If not then this article will set out some clear priorities. Although business plans are usually developed and approved in the middle of the year before the vacation period starts, it is only afterwards that the real work beg
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report
DMG Consulting
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.
The Journey to a Great Customer Service Experience
CX Journey
AUGUST 22, 2017
Image courtesy of Pixabay I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017. Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers.
Reimagine Your Communications With A Unified Platform
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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.
10 Questions to Ask When Collecting Customer Data
Provide Support
AUGUST 22, 2017
Tips for collecting customer data. Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you. Spamming them, selling their information to another company or letting it fall prey to a cyber attack are all situations where the trust given to you will immediately be shattered.
Driving CX with Your Pharma Call Center
Confirmit
AUGUST 22, 2017
Recently I was speaking with one of our clients in the pharmaceutical industry about her company’s call center and some of the challenges she has collecting data from that function. She told me that her company has many different levels within the call center , and each level handles different types of calls. One of the most common type of calls into the pharma call center come from the end patient.
DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report
DMG Consulting
AUGUST 21, 2017
DMG Consulting Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report. 8/22/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 – 2018 Robotic Process Automation and Desktop Analytics Product and Market Report.
CX Journey™ Musings: The Problem with Journey Maps
CX Journey
AUGUST 24, 2017
Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I love attending webinars and reading articles about journey mapping because I'm always curious about how others talk about them, what their approaches are, what outcomes they've achieved, etc. As I read or listen, I'm hopeful that the author or presenter will share some great success stories and get the audience excited about what can be done when you map custom
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.
25 Handy Call Center Hacks You Can’t Live Without
Fonolo
AUGUST 22, 2017
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that.
Contact Center Metrics, Why Do They Matter?
Taylor Reach Group
AUGUST 23, 2017
By: Colin Taylor. Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. But just because we can produce a report, does it mean we should?
Improving the Experience at Israel’s Largest Supermarket, With Zvi Baida – CB65
Customer Bliss
AUGUST 22, 2017
Episode Overview. Zvi Baida and I discuss his very large “hybrid” role where he runs the service operation and customer experience for Shufersal — the largest supermarket in Israel. He walks us through his customer experience formula and his attempts at uniting process, people and technology. He also shares his intriguing tactics of building a board room gallery and videos to unite the C-Suite.
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