The Importance of Always-on Customer Communications

Comm100

With all the talk about customer-centricity and customer experience being the next battleground for corporate growth , even more so than price, it follows that live chat is a mission-critical communication channel. Communication

How to Bring More Humanity into Customer Communication

Kayako

It’s likely that one of the first companies that come to mind when talking about humanity in customer communication is Zappos. In this article, we will explore three ways to bring more humanity into your customer communication.

Social Communication is not ever Permission to Sell

One Millimeter Mindset

Social communication etiquette is going over the top. In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees.

Customer Experience & Customer Communications Management Glossary v3

Topdown

As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary. Customer Experience Customer Communications

Customer Context at the Speed of the Conversation

Customer Communications Management Must Empower Employees

Topdown

For customer communications management (CCM) software, usability is extremely important. We think about usability at two levels: the CCM application’s ability to smoothly integrate with the primary system, and the business user’s experience creating communications.

The Growing Scope of Customer Communications Management

Topdown

What do you think of when you hear the term “ customer communications management ”? Many people now include digital versions of those communications in their understanding of CCM, too. Customer Experience Customer Communications

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? Communicating with your own customers is surprisingly similar, no matter what type of business you run.

Humanizing the Role of Beta Managers Through Communication

Centercode

Due in part to the speed of development, test automation, and artificial intelligence, a greater proportion of test management is now influenced or even controlled by developers. Jennifer : First of all, technology has in part led to the deterioration of our communication skills.

Words Matter: How to Manage Customer Expectations with Better Communication

Comm100

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. In this post, we’ll share how you can use your words to manage customer expectations. Communicate All Terms and Conditions Upfront.

The Health of the Contact Center: Are You Ready for 2019?

Tweet this Self-service communication options do little to quell. New communication channels have emerged. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage.

Customer Communications Management Should Be Simple

Topdown

We in the customer communications management (CCM) industry haven’t done a particularly good job of adhering to the KISS Principle. Customer Experience Customer CommunicationsI’m sure you’ve heard of the KISS Principle, which stands for “keep it simple, stupid.”

Customer Communications Management Designed for Business Users

Topdown

Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. Customer Experience Customer Communications

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? Communicating with your own customers is surprisingly similar, no matter what type of business you run.

What is Customer Communications Management?

Ecrion

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? Communicating with your own customers is surprisingly similar, no matter what type of business you run.

Study: The Health of the Contact Center

Tweet this Self-service communication options do little to quell. New communication channels have emerged. depending on the channel used (39 per- cent) as the second biggest challenge, while having too many calls to manage. meets their complex needs, agents must manage.

New Customer Communication Management (CCM) Trends to Watch in 2019

Topdown

As 2018 comes to a close, the customer communications industry finds itself in the midst of a major transformation. Customer Experience Customer Communications

Security Overview: Cloud-Based Customer Communications Management

Topdown

Customer Experience Customer CommunicationsAccording to a January 2017 survey conducted by CompuCom , cloud security is the top priority for IT in 2017.

Centralized Customer Communications

natero

While this new era of communication is great for the customer, it can pose a significant challenge for Customer Success Managers (CSMs) who must keep up and stay in sync with their entire portfolio of accounts. Customer Success ManagementToday, customers interact with vendors in a variety of ways across many different channels.

Top types of customer communication channels

Comm100

Top Types of Customer Communication Channels. Adding a new customer communication channel can seem like great business sense, either to embrace a new section of customers, or deflect from other channels. When considering adding a new customer communication channel, a company needs to carefully consider when, how, and why a group of customers would use a certain channel. Unlike chat, ticketing doesn’t rely on real-time, person to person communications.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

during phone calls, but also what’s communicated. Calabrio ONE is a unified workforce optimization (WFO) software suite–including call recording, quality management, workforce management, voice-of-the-customer (VoC) analytics and advanced. Management Calabrio Analytics Advanced.

Customer Experience & Customer Communications Management Glossary v2

Topdown

We’ve really expanded our discussion of customer communications management (CCM) and customer experience (CX) lately, so we wanted to add some of the terms we frequently use to the CX and CCM Glossary we published a few months ago. Customer Experience Customer Communications

Simple, Powerful, Affordable Customer Communications Management Software

Topdown

But customer communications management software (CCM) has largely been left out of the big DX platforms. Customer Experience Customer Communications INTOUCH

Top Customer Communication Management (CCM) Trends in 2018

Topdown

Customer Experience Customer CommunicationsIt’s amazing how fast a year can fly by, especially as we’ve all been tracking the changes in digital customer experience!

3 Steps to Building a New Patient Experience and Communication Framework

Customer Bliss

The coaching model is an effective and simple tool that laid the groundwork for improved inter-department and patient communication. The CX coaching model at @HopkinsMedicine is an effective and simple tool to lay the groundwork of inter-department and patient communication. #CX

Top Priorities in Customer-Centric Contact Centers

Speaker: Tony Medrano, CEO of RapportBoost.ai

Organizations Pay a High Price for Poor Communication Skills

Integrity Solutions

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Just think about how much of your workday involves communication.

Communication & collaboration: essential ingredients for all great Customer Experiences

ijgolding

I have to admit that I do not need an excuse to talk about my passion, so when my good friend and respected Customer Experience Specialist, Mark McArthur-Christie (Managing Director at Rubuss ) asked me if I would spend the morning being filmed chatting about it, I could not refuse!

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

What is Quality Management Analytics?

NICE inContact

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient. The post What is Quality Management Analytics?

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

Internal Communication Growing Pains and How To Solve Them

CX Journey

Good internal communication can make a big difference for any company. A failure of communication can cause projects to fail, increase costs, and can contribute to an atmosphere of discontent among your staff. communication employee experience management

How are Omnichannel and Artificial Intelligence Changing Quality Management?

NICE inContact

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context.

Topdown Announces Partnership to Bring Cloud-Native Customer Communications Management Solutions to the Global Market

Topdown

ROCKVILLE, Maryland, USA — Top Down Systems Corporation (“Topdown”), a leading developer of customer communication management (CCM) software applications, and Infosys, Ltd. Integration Customer Experience Customer Communications Technology News INTOUCH

Why Your Office Communication Sucks!

Steve DiGioia

Office communication…the “bull-in-the-china-shop” of every office. The post Why Your Office Communication Sucks! Management communicationThis original article was written by Steve DiGioia. Something so basic that we always seem to forget about. I didn’t know about that, why isn’t there enough staff working today to take care of this rush?, she never said anything about it or why didn’t they tell me to do it that way? How many times have […].

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

communication channel options. digital customer communication. communication channels, and. Are hiring managers adapting training and recruiting practices to. communication channels; that’s. communication preferences, or. channels to communicate with.

Report: Customer Communications Management in the Insurance Industry

Topdown

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. Customer Experience Customer Communications

3 Steps to Communicate Your CX Plan with Leaders, Stakeholders, and Outliers

Customer Bliss

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Employees are your organization’s biggest asset, and Lucy stresses that the frontline managers are the backbone to Genesys because they’re a significant contributor to an employee’s happiness.

Customer Communications Management and the Rise of Chatbots

Topdown

Customer Experience Customer Communications

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Once you’re there, it’s essential to develop a voice for how your business communicates that’s unique and memorable. What does this mean for how you communicate with customers? brand voice communication customer experience customer service

How to Improve Customer Experience in an Era of Choice

manageable, albeit that it takes a change in mindset and process. HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 5 Technology has given rise to tools, such as Twitter and other instant communication. communication with.