CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

Contact Center 2019: Scalability in Today’s Modern Contact Center

Talkdesk

Early in my career, I spent eight years supervising agents in contact centers. Working in and managing contact centers is not for the faint of heart. When I was working as a manager at Novell, one of my biggest challenges was when the marketing team wouldn’t notify us when a new advertising campaign went out. How do you scale up and down quickly in a modern contact center? Call Center Customer Service

CMO, meet your new best friend: The contact center

Calabrio

Contact centers also provide channels for inbound and outbound customer interactions , yet many marketing departments don’t consider them part of their voice-of-the-customer (VoC) mix. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

Contact Center Resolution Number 1 – Shift Your Focus from Product to Customer Experience

NICE inContact

While these are examples of how large organizations have shifted their advertising spend, this shift in consumer marketing is actually favorable for small organizations. Call Center Best Practices Contact Center Trends & Insights Customer Experience

CMO, meet your new best friend: The contact center

Calabrio

Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media.They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides. For CMOs, here are five reasons the contact center should be marketing’s new best friend.

4 Questions Every Contact Centre Needs to Ask

NICE inContact

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. Happy customers make for happy agents — and contact centres that are dialled into great CX see higher rates of engagement, retention, and productivity. A good experience, according to 65% of customers, carries more weight than great advertising. What happens when a contact centre doesn’t provide agents with the right tools, training, and technology?

CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics

NICE inContact

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.

The True Cost of Losing a Customer

BlueOcean

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. Grab our latest eBook, Is a Strategic Contact Center Partnership Even Possible?

Ensuring a Successful Go-Live Launch for Your Call Center Technology

NICE inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. Create “invitations” to disburse throughout the contact center inviting agents to Go-Live.

PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

Add to that the revenue driven by advertising, and live ticket sales, the event was slated to be a massive pay-day for all concerned. The cable company’s call center was fully staffed and ready for any eventuality.

Customer service stats and what they mean for your business

NewVoiceMedia

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Here are ten facts and what they mean for your contact center. Phones still handle around 68% of all contact center communications. This statistic shows that phone support should still be the number one priority for contact centers.

I’m Judging the SuperNova Awards: Make Sure to Submit Your Case Study

Natalie Petouhof

Tweet I’m judging the 2016 Constellation SuperNova Awards ! Every year the Constellation SuperNova Awards recognize individuals for their leadership in digital business. Nominate yourself or someone you know before August 8, 2016. To learn more, apply here: https://www.constellationr.com/events/supernova/2016. About the SuperNova Awards. The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies.

Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. What Is An Outsourced Call Center? Call center outsourcing is a business activity of subcontracting call center services like customer care and sales-related tasks.

DialogTech launches SourceTrak 3.0, reinvents call tracking for digital marketers

Natalie Petouhof

Tweet New Call Tracking For Digital Marketing – Well if you thought the only people who cared about phone calls to brand were people in the contact center, then you may be surprised by DialogTech’s new solution. However, often times those “marketing” type calls go to the contact center. The contact center rarely gets credit for answering lead conversion calls, but many of them do it all the time.

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

Avaya

can wield more influence than any advertising campaign or marketing program, thanks to social media, mobile messaging, and Web-based ratings. CX and Contact CenterThis blog is authored by Robin Gareiss, President and Founder, of Nemertes Research.

Doing Something Really Interesting in IOT Customer Experience or Cloud Customer Service? Apply for a SuperNova Award!

Natalie Petouhof

Tweet The SuperNova Awards honor leaders that demonstrate excellence in the application and adoption of new and emerging technologies. This is the sixth year of the Constellation SuperNova Awards. Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? If so, let us know. We want to hear your stories of using and developing: IoT. IoT and creating awesome Customer Experiences.

Channel Surfing: How Do Consumers Engage with Your Brand?

Avaya

Throughout his career, he has held various corporate marketing, brand management, advertising, promotions, and advertising agency executive posts. In which channels do consumers prefer to contact brands? CX and Contact Center

Facebook Video Ads: What’s the ROI?

Natalie Petouhof

Facebook also rewards advertisers for shares with cheaper views, cheaper clicks, and more impressions. The net-net is that retailers & brands should be seriously considering video advertising because advertisers cite a 40 percent increase in purchases as a result of video – specifically in the categories of apparel, home goods, and electronics. In addition, as in any advertising, it’s important to include a call-to-action.

ROI 40

Smartphone Statistics

Brad Cleveland

Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. Retailers reported that sales via smartphones grew an average of 87% in 2014.

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced Customer Solution

Natalie Petouhof

But not long ago, the phone was what a majority of people used to contact customer service. One of the biggest issues is NOT that Customer Service Professionals are not aware of the issues in their contact centers. We interact daily with our customers on Twitter, allowing for a quicker, more personal engagement, enabling General Motors to put its customers at the center of everything we do. ”

Speech Analytics: Five Ways to Set Your Company up for Success

Calabrio

If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. For example, our Innovation Center provides training and educational materials as well as accessibility to our consulting experts, so our customers can feel confident in navigating their investment. Sure, speech analytics can help you improve agent performance, but it isn’t just for the contact center.

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

advertising. Traditional advertising. We don’t have a say in how customer service chats are handled, because that’s the contact center team.” Touchpoints aren’t what they used to be.

3 Winning Factors for B2B Customer Experiences

NICE inContact

They want products and services to function as advertised, and expedient resolution of issues. Even more, they expect contact centers to know their entire customer journey to better understand and troubleshoot their problems with real-time context, no matter which channel they are using.

B2B 156

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

65% of customers find a positive customer experience with a brand to be more influential than great advertising (PWC). This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers.

Everything you need to know about the consumer of 2017

NewVoiceMedia

When you consider how much your business needs to spend on advertising and promoting your product or service, this makes perfect sense. Customer service centers need updating. As little as 10 years ago, the only thing contact centers needed to worry about was manning the phones.

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

advertising. Traditional advertising. We don’t have a say in how customer service chats are handled, because that’s the contact center team.” Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization.

What’s the State of Social Customer Care in 2016?

BlueOcean

Social customer care is quickly becoming a standard offering in the contact center world. It has been perceived as yet another platform to build brand awareness, advertise products and services, and share entertaining and informative insights to a wide network of potential customers.

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

Today we're talking about your advertising and marketing versus your customer experience, and the importance of making sure that the experience being advertised to your customers is consistent with what your customers actually experience when interacting with your brand.

CX Satisfaction Starts with Your Brand Advocates

Upstream Works

In order to effectively blur the traditional boundaries of the contact center without losing consistency and continuity, there needs to be a mechanism for sharing information – across departments, between systems, and among individuals.

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

visit to store, call to contact center, visit to website). For example, which advertising messages resonate best with a specific audience, or what is the optimal price for a new product? The following is an excerpt from Listen Or Die by Sean McDade, PhD. As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM).

The 4 Powerful Emotions of Consumer Marketing

Joe Rawlinson

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.

Customer service excellence demands total commitment from all departments

NewVoiceMedia

The next day, KP saw the same computer advertised in the newspaper and called the telephone number listed. KP contacted the company again. This time the reseller did call, but was completely unaware of the advertisement in the newspaper.

Outsourcing an Infomercial Call Center

Magellan Solutions

This is where your infomercial call center comes in. In other words, an infomercial call center should make it easy for customers to buy the product being advertised. What Makes an Infomercial Call Center Special? Getting Started with Infomercial Call Center Outsourcing.

Key Takeaways: Mastering Digital Channels to Manage and Fuel Exponential Growth

HGS

HGS defines this as the first step of the consumer journey, and the first point of contact between the consumer and the brand. Does the brand team share the customer journey information with their call center and then share the outcome of the call back to the digital team?

Why it is time to check your chat solution is meeting customer needs

Eptica

For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites. According to Contact Babel the median cost of a chat session is £2.67, below that of every other channel.

3 ways for businesses to improve telephone customer service

Eptica

Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Create secure customer portals that allow people to check and update their details without needing to make contact directly.