Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Organizations need to be prepared to effectively combat call center fraud. Scammers are armed with advanced technology and access to private user data obtained through illicit channels.

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Intercom, Inc.

NOVEMBER 12, 2020

Welcome to S.H.O.P., our series examining the changes in retail and commerce. Over the course of four weeks, we’re exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it. This week, we’re looking at how consumers’ shopping Habits have changed.

Retail 221

Retail B2C B2B Manufacturing 221

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Technology 162

Technology Technology Manufacturing Start-ups 162

Fonolo

NOVEMBER 10, 2020

We thought we were bold when we said more than 65% of contact centers would move to the cloud in 2020. It happened even faster than we thought. Read the Full Industry Report Here: The State of the Contact Center in 2020. We’ve spoken to the experts for our State of the Contact Center 2020 report. And it looks like it’s here to stay… Contact Centers Made an Unprecedented Pivot to Virtual Working. “60-80% of agents moved to work at home during ‘shelter in place,’

Contact Center 135

Contact Center CX Technology Technology 135

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

Callminer

NOVEMBER 8, 2020

Here are 25 indicators of fraud on inbound calls in call centers.

273

273

Intercom, Inc.

NOVEMBER 11, 2020

Customer support is evolving. But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Our new report reveals that conversational, messenger-based support is key. Discover five trends transforming the support industry along with tips on how to capitalize on them. Today, modern customers expect both personal and efficient support.

B2C 145

B2C Customer Expectations B2B Customer Satisfaction 145

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Customer Relationship 120

Customer Relationship Customer Satisfaction Start-ups 120

eglobalis

NOVEMBER 7, 2020

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Customer Relationship 121

Customer Relationship AI Customer Loyalty CX 121

The DiJulius Group

NOVEMBER 11, 2020

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.

Customer Service 115

Customer Service Customer Experience 115

Steven Van Belleghem

NOVEMBER 10, 2020

Telco players offering mobile payment services. Crossing the industry lines to better cater to your customers may be gaining in popularity, but the approach is not new. One of my favourite ‘historic’ examples in the matter is in fact just as relevant for the ‘Saving the World’ strategy as described in The Offer You Can’t Refuse as for the ‘Partner in the Life’ strategy: telco companies Vodafone and Safaricom launched M-Pesa, a mobile-based payment service targeting the un-banked, pre-pay mobile

Healthcare 98

Healthcare Customer Experience Education Manufacturing 98

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

TeamSupport

NOVEMBER 11, 2020

“ To retain the customers you have, you must help them achieve the outcomes they need.”. This concept, as detailed in the new whitepaper by ServiceXRG, illustrates how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance. Part 1 of this blog series highlights excerpts from the key concepts for using services to retain and grow recurring revenue.

Engineering 98

Engineering Education Sales Technology 98

Astute

NOVEMBER 10, 2020

What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look. The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute.

Voice of the Customer 88

Voice of the Customer VOC 88

Fonolo

NOVEMBER 12, 2020

Increased demand on a typical day is challenging enough, but it can be downright overwhelming during the holidays. Earlier this year, we saw the COVID-19 pandemic nearly bring call centers across the world to a halt due to a sudden increase in customer inquiries. The difference this time is that businesses have time to prepare. Here are some essential steps to take to ensure your call center is ready for anything the holiday shopping season has in store!

Touchpoint 67

Touchpoint Retail Contact Center Omnichannel 67

Customer Service Life

NOVEMBER 7, 2020

Early in my career as a customer service leader, I worked for a company that had a tradition of ordering lunch for the entire office on Fridays. Those were great times and that custom remained a part of our culture for many years. As the company grew and customer service got busier and busier, I decided to start shutting the phones off, sending callers to voicemail while we enjoyed our lunch together as a team.

Contact Center 71

Contact Center Start-ups Gaming Customer Service 71

Speaker: David Nisbet, 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.

Customer Loyalty

Provide Support

NOVEMBER 11, 2020

The post 5 Tips to Keep Customer Satisfaction High During Holiday Rush appeared first on Provide Support Blog.

Customer Satisfaction 97

Customer Satisfaction Customer Service 97

Chip Bell

NOVEMBER 11, 2020

The word “veteran” means someone who served in the military. But it also means someone who has had long experience. Service in the military does not begin as an experienced soldier but rather as an anxious, naive, and lowly recruit. A recruit has no rank, no ribbons, and no power; just a lot of KP and guard duty all night long in the cold.

Start-ups 75

Start-ups Customer Service CX Customer Experience 75

Zonka Feedback

NOVEMBER 11, 2020

Every business wants to be successful and many businesses measure their success in terms of their profits and sales. But how will you earn good profits? What would make your customers keep doing business with you? You can measure all the metrics, but in the end, it boils down to Customer Satisfaction. Customer Satisfaction is the measure of the happiness of the customers with the products, services and the overall experience with an organization.

Customer Satisfaction 69

Customer Satisfaction Sales Customer Feedback Customer Service 69

PeopleMetrics

NOVEMBER 11, 2020

What's the Difference Between Customer Experience (CX) and Customer Service? Is Customer Experience (CX) the same as Customer Service? How can you use touchpoint mapping to identify the specific Customer Service touchpoints impacting CX? How do you communicate the differences between Customer Experience and Customer Service within your organization?

Customer Service 62

Customer Service CX Customer Experience Touchpoint 62

Advertisement

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.

Beyond Philosophy

NOVEMBER 7, 2020

The 5 Rules for Designing Great Digital Experiences. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In 2020, we have all been doing many more online customer experiences than we thought we would.

Technology 60

Technology Technology CX Customer Experience 60

TeamSupport

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.

B2B 59

B2B Sales Education Business Operations 59

The DiJulius Group

NOVEMBER 12, 2020

It’s week 3 of The Customer Service Revolution Conference featuring another amazing roster of speakers including Jesse Itzler, Dr. Paul Bizjak, Darren LaCroix, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: Jesse Itzler Jesse Itzler is the co-founder of Marquis Jet and co-owner of the Atlanta. Read Full Article.

Customer Service 52

Customer Service 52

Hodusoft

NOVEMBER 10, 2020

In today’s competitive marketplace, predictive dialer has become an essential need for most businesses or organizations. The days are gone when the representatives at contact centers were using manual dialing machines to dial in the numbers and call the customers. Manual dialing system was not only time-consuming but also quite unpredictable as one out of every three or four calls might get answered and most calls might land up in answering machines or voice mails or may be unavailable.

Contact Center 52

Contact Center Customer Satisfaction Sales 52

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.

Voice of the Customer

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.

E-commerce 52

E-commerce Engineering Healthcare CRM 52

Neosperience

NOVEMBER 9, 2020

The wine sector today. The wine sector has not yet risen from its lowest point, and is likely to return to pre-Covid levels only in 2021. Current data – provided by the TradeLab analysis company – predicts a closure of 2020 for wines equal to -28%. This contraction, however significant, is better than one percentage point compared to previous forecasts, but still not sufficient. .

Social Media 52

Social Media Gaming Entertainment B2C 52

The DiJulius Group

NOVEMBER 11, 2020

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 4 of The Customer Service Revolution Conference, featuring David Horsager, Tom Bilyeu, Tom Ryan, Dave Murray, and John DiJulius. You will learn: Why should you make your interview process un-gameable?

Customer Service 52

Customer Service Customer Experience 52

Transcosmos

NOVEMBER 9, 2020

Intro. Zendesk Customer Experience Trends Report 2020 showed that 51% of customers wish to receive an answer to their questions in less than 5 minutes on the phone when they contact companies for support. At Transcosmos we understand the expectations of the customers and utilize the best tools to fulfill their needs. As part of the Transcosmos Knowledge Management System, we create, maintain, and use knowledge base systems to provide our clients with fast, informative, clear, and relevant respon

Education 52

Education Customer Retention Customer Satisfaction Customer Experience 52

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?

Technology

Steven Van Belleghem

NOVEMBER 8, 2020

What is the book about? It is the 25 th of November of the year 2041. The technology giant X-Com is launching ground-breaking technology: Eternal. It promises eternal life. Henceforth, everyone will have the good fortune of seeing their children and grandchildren grow up, and life will never be too short to realize one’s dreams. There is no longer any need to say goodbye to our loved ones.

Start-ups 52

Start-ups Technology Technology Sales 52

Astute

NOVEMBER 7, 2020

With advances in process automation, smart email automation tools have become a viable alternative to outsourcing. The post Need More Capacity? Call Center Outsourcers Aren’t the Only Answer Anymore appeared first on Astute.

52

52

Qualtrics

NOVEMBER 12, 2020

Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents. Getting the right survey participants is critical to the success of your survey, but it's also hard to do. Minimize the risk of not getting the right participants first time, even though you have a well-designed research project from the start.

Social Media 52

Social Media Start-ups Sales 52

SugarCRM

NOVEMBER 11, 2020

Take a moment to imagine something from your childhood — specifically, think about LEGOs. Think about the LEGO kit every kid wanted that one Christmas, or maybe even the one you or your child want this Christmas. The thousand pieces that build the Millennium Falcon or the Jurassic Park kit that includes a roaring LEGO T-Rex…. Now imagine you receive that kit with no instructions; just a million tiny LEGOs and no data that helps you put it together.

CRM 49

CRM B2B Customer Relationship Management B2C 49

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.

Retail