Social Media Best Practices for Contact Centers

MaritzCX

By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications.

Social Media Best Practices for Contact Centers

MaritzCX

By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications.

Social Media Best Practices for Contact Centers

MaritzCX

By establishing social media as a shared resource, contact center managers can identify new ways to enhance the quantity, quality and value of electronic communications Social media offers customer service professionals a great opportunity to leverage a new channel for customer feedback and enhanced communications.

Contact Center CX: Next Issue Avoidance

CX Accelerator

For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. Of all the effort-reduction pillars, this might be the number one way to enhance customer loyalty from the contact center!

Advanced Chat for CXone: Vera Bradley’s Journey to Excellence

NICE inContact

When Vera Bradley introduced web chat in 2011, customers embraced it wholeheartedly. The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point. Advantages of the Cloud Call Center Best Practices Contact Center Management Contact Center Trends & Insights Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact Platform

Getting Ready for Interactions 2011

Customer Interactions

The bottom line is – 2011 is a good year! Business is good, and the contact center segment in particular is growing. I have now been to quite a few of these NICE customer events. And yes, I’ve been on both side of the table. However, this is no time to be nostalgic.

The Measures Every Contact Center (Call Center) Should Have

Brad Cleveland

The Measures Every Contact Center Should Have By Brad Cleveland These key categories of measures and objective are as important for Facebook and Twitter interactions as they are for traditional contact channels. Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a call center successfully. But there’s a significant inherent challenge, which … Call Center Contact Center Leadership

SumTotal Systems Enhances Customer Support with Cloud

NICE inContact

An acquisition in 2011 proved to be especially fortuitous for SumTotal. From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). And for the company and its contact center overall, efficiency is up, system reliability has improved, and management of the program is much easier.

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How Do You Know When Your Customers Are Starting to Stray?

Service Untitled

With twenty-plus years working in a variety of contact center roles, Larry now heads up the award winning Customer Support team at Constant Contact, the leader in online marketing tools for small businesses.

Can you measure customer satisfaction?

Service Untitled

Surveys suggest that 30 percent of contact centers do not have a reliable method of measuring customer satisfaction. Albert Einstein said, “Not everything that matters can be measured; not everything that can be measured matters.&#

Talkdesk Picks Up Speed with Intelligent Contact Center Vision

Talkdesk

New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. Press Contact: Kelsey Cullen.

Trends We are Watching: Call Centers are in a Growth Mode

Brad Cleveland

Call centers (contact centers) are growing. Contact Center Brad Cleveland Call Center Customer ServiceHere are a few samples of recent news stories: WLBZ2, Maine: [link] Times and Transcript, New Brunswick: [link] ABC News: [link].

Shaping Your Customer Access Strategy for Social Media

Brad Cleveland

(Note, a full version of this post recently appeared in ICMI’s Global Report on Call Center Practices. While social media projects often begin as marketing initiatives or as the responsibility of newly established cross-functional teams, the contact center invariably assumes a more central role as resource requirements for listening and interacting become evident.

Thriving Customer Relationships

Brad Cleveland

Learn from interactions, and build a … Contact Center Customer RelationshipsWhat’s the formula for success in the new era of customer relationships? Boiled (waaayyy) down: 1. Connect. Listen to your customers, wherever they are, in whatever channel they choose. Join the conversation. Engage. Interact with them, appropriately, proactively; put a face on your brand and build relationships that have staying power. Thrive.

The New Era of Customer Relationships: Are You Ready?

Brad Cleveland

Bad experiences (even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Multi-channel Support Brad Cleveland customer loyalty Customer Service service levelWe are seeing the emergence of the greatest customer movement in history. Is your organization ready? Are you ready?

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Perspective on First Call Resolution

Brad Cleveland

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses (e.g., Several important lessons have … Call Center Contact Center Customer Experience Customer Service Leadership Brad Cleveland first call resolution ICMI

Leading organizations are restructuring for better service

Brad Cleveland

Many organizations are restructuring so that all channels of contact with customers are under the same management umbrella. Whatever the final structure, all contact channels must be planned and operated cohesively – each impacts the others. To Whom Does the … Call Center Contact Center Leadership Organization and Culture Research/Statistics Brad Cleveland Customer Service ICMI support center

History’s Most Powerful Consumer Movement?

Brad Cleveland

And bad customer experiences – even if they are one in many thousands … Call Center Contact Center Customer Experience Customer Relationships Customer Service Brad Cleveland ICMI zappos.comSome believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the [link] to review the comments of other customers before making brand or product decisions.

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The Tough Economy is Forcing Critical Thinking

Brad Cleveland

Here are some suggestions on high-level priorities: Develop a global view of your organization’s … Call Center Contact Center Leadership Brad Cleveland Customer Service economy support centerMaking the right decisions requires both intuition and discipline. Although you can’t boil leadership – that’s of course what we’re really talking about – down to a simple checklist, there is something powerful about focusing on the things that matter most.

The Power of Good Questions

Brad Cleveland

Questions establish context, and the best … Call Center Contact Center Leadership Brad Cleveland Customer Service ICMIAre we headed in the right direction? Do our priorities make sense? What would you do if you were in our shoes? At ICMI, we are often asked these and related questions (they usually come up in the context of working on specific projects or issues with clients). They are good. They are important.

Consistent Performance

Brad Cleveland

If your organization is seeing call center workload patterns that are somewhat different than in similar historical months and years, you’re not alone. That … Call Center Workforce Management Brad Cleveland Contact Center Customer Service ICMIAnd the reasons – the economy, changes in customer behavior, etc. – are certainly no mystery.

And Now for Some… ahem… Breaking News…

Brad Cleveland

The authors rightly point out that the American Customer Satisfaction Index is at a record high, an unexpected result given that customer satisfaction has declined in most prior recessions … Call Center Contact Center Customer Experience Customer Relationships Customer Service Research/Statistics Brad Cleveland ICMI Sprint Virgin Mobile USA Wall Street Journal

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

NICE inContact

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off. The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center.

Top Countries Served by Philippine Call Center & BPO Industry

Magellan Solutions

The Philippines continues to be the call center capital of the world and is still the choice destination for customer relations management. A call center, for example, can get different partners from different locations as it will allow them to afford seats better.

Back Office Workforce Management: The Second Wave

Verint

It was in 2011 that the back office first came to our attention at Saddletree Research as a potentially disruptive force in the global contact center industry. had the front office contact center and the back office contact center reporting to the same internal organization.

ROI of Social Customer Service: How to Calculate It and Create a Strong Business Case

Natalie Petouhof

Customer care extends far beyond the traditional call center. ii] “Red Cross Does PR Disaster Recovery on Rogue Tweet”, Todd Wasserman, Mashable, February 16, 2011, [link].

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The Standard’s David Payne on Being a Customer Champion

Customer Interactions

We congratulate David Payne, Assistant VP, Contact Center at The Standard, a provider of employee benefits, retirement plans and insurance,for winning 1to1 Magazine’s 2011 Customer Champion Award. We sat down with David to ask him about what being a Customer Champion means to him. What are the special customer experience needs that you face at The Standard?

Interview with Dan Miller of Opus Research

RapportBoost

Read on and listen in to excerpts of the interview below: RB: You coined the term “Conversation Commerce” back in 2011, but the name Chat Analytics is new. What are the potential benefits for a contact center to do so?

Announcing Talkdesk AppConnect – The First Enterprise App Store

Talkdesk

AppConnect is an easy way for Talkdesk customers to try and buy new solutions so they can easily build their contact center stack. This culture goes back to 2011 when Talkdesk was founded. The current process for adding tools to a call center is difficult.

Water Cooler Moments: Portugal City Guides

Talkdesk

Since its inception at a hackathon in 2011, Talkdesk has grown to be one of the most recognizable names in the contact center industry. The city center is very student-oriented, so you have a very young crowd in the nightlife. Call CenterDid you know Talkdesk was conceptualized in Portugal?

Going down to London-town? Making a real-time impact at Call Centre & Customer Management Expo

Customer Interactions

At Call Centre & Customer Management Expo 2011 NICE will demonstrate how achieving this balance creates a contact center where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to

Is Your Customer Service Department a “Factory of Sadness”?

Customer Bliss

Rethink the contact center environment: . If you’re interested in how to start dismantling your company’s “factory of sadness,” check out some of our findings and resources on contact center talent management. Guest post by Matt Dixon.

The Company that Hacks Together: June 2016 Hackathon

Talkdesk

In fact, our product was created at a Twilio hackathon in 2011. Hackathons are hardcoded into our DNA here at Talkdesk. We are company that believes in constantly motivating our team to dream up the next big innovation.

Countdown to CX Day: 2 Weeks to Go!

Confirmit

The team started their program back in 2011 when it became clear that changes in the marketplace meant that in order to stand out from the crowd, insurers needed to take a new approach.

26 Tips for Improving Your First Call Resolution Rate

StellaService

First Call Resolution (FCR) is the most important metric your contact center can measure. If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. Promote “Total Contact Ownership.”.

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26 Tips for Improving Your First Call Resolution Rate

StellaService

First Call Resolution (FCR) is the most important metric your contact center can measure. If your contact center’s sweet spot is where happy, productive agents and satisfied, loyal customers meet, you need to concentrate on FCR. Promote “Total Contact Ownership.”.

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UK retail customer service failing to move forward

Eptica

Author: Pauline Ashenden Categorie(s): Chat Contact Center Customer Engagement Customer Experience Customer Service E-commerce Email Management Multichannel Customer Service Retail Self-service Social Media Retail is one of the most competitive sectors in the economy.