Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. If they were a bit irritated when they picked up the phone, they were likely to be fuming by the time they got through to an agent. This was partly due to the long wait, but also due to the fact that this set-up led to customers not feeling in control or valued in any way.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

NICE inContact

SEPTEMBER 8, 2017

Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center.

Contact Center 120

Contact Center Financial Report Customer Expectations 120

Uniphore

SEPTEMBER 8, 2017

Doing a better job than an agent. While a robot would never be able to take the place of agent 007, there is a school of thought that suggests that a personalized self-service solution offers many advantages over a human contact center agent. Read More.

Self Service 124

Self Service Contact Center 124

ShepHyken

SEPTEMBER 8, 2017

Murph Krajewski Shares Keys to Creating Better Customer Support Experiences. Do your customer facing employees have everything they need to do their jobs properly? Shep Hyken interviews Murph Krajewski, VP at Sharpen, a cloud based service company that strives to create better agent experiences in support centers by merging technologies and relationships.

Contact Center 87

Contact Center Contact Center Software Technology Customer Service 87

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.

Data

Magellan Solutions

SEPTEMBER 8, 2017

In a hospital or medical clinic, there are also administrative tasks that need to be done. There are auditors, billing professionals, and medical coders. They are the ones who take care of the papers, bills and other information needed for a patient to get on with his or her treatment. They are all important but let us focus on the medical coder. What Is Medical Coding ?

Hospitality 60

Hospitality Healthcare Study Customer Service 60

Think Customers

SEPTEMBER 8, 2017

It’s unquestionable that consumers become emotionally attached to certain devices and technologies. For instance, a global survey of 8,000 people found that one-third of respondents said they “couldn’t live without their phone” and if given a choice, more people would rather lose their wallet than their phone, reports Reuters. But what determines whether something will be a long-lasting hit (e.g., the smartphone) or quickly fizzle (Pokémon Go)?

Technology 49

Technology Report Survey Consumers 49

Talkdesk

SEPTEMBER 8, 2017

The Talkdesk Road Show kicked off last month in Chicago to discuss designing the intelligent contact center. We were lucky to have some incredible speakers to help us share our vision for the future of the contact center space. One of these leaders was SpotHero’s Support Operations Manager, Nate Peace. Nate has been an outspoken leader in the customer support space for quite a while.

Contact Center 41

Contact Center Loyalty Metrics Customer Retention 41

CSM Magazine

SEPTEMBER 8, 2017

The brand new report THE FUTURE OF CUSTOMER CONTACT REPORT: Automation, Self-Service & the New Agent has been just released by the editorial team at the Executive Customer Contact Exchange, BFSI featuring interviews and articles from leaders that are facing customer service challenges such as: Chief Executive Office, Atom Bank. Head of Operations , AXA Business Insurance.

Report 40

Report Self Service Banking Insurance 40

NICE inContact

SEPTEMBER 8, 2017

Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center.

Contact Center 37

Contact Center Data Management Call Center 37

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Myra Golden

SEPTEMBER 8, 2017

True nobility isn’t about being better than someone else. It’s about being better than you used to be. Wayne Dyer said that. Always speak in complete sentences. Don’t say, “Zip code?” Say, “May I have your zip code, please?”. Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Bridge into questions, like this, “To determine what has happened, I will need to ask you some questions.” Strive to respond to emails wit

Customer Experience 83

Customer Experience Social Media Video Customers 83

ShepHyken

SEPTEMBER 8, 2017

This week we feature an article by Belle Balace who talks about what you need to know about answering support tickets. There are different types of customers and it’s important to know how to deal with each one. – Shep Hyken. I have to be honest, answering support tickets or doing customer service isn’t the most thrilling job on earth but if you’re part of a startup or small business and you lack resources, you have no choice but to do it.

Infographics 158

Infographics Airlines Advertising Resources 158

Customer Enthusiast

SEPTEMBER 8, 2017

A journalist recently contacted me, posing a single question: “What makes good customer service?”. This was my response: Let’s start with a definition: Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. Within this definition are seven elements that are key to consistently providing exceptional customer service: Voluntary: Exceptional customer service is predicated on a service provider’s willingness to take initiative and expend discre

Customer Service 72

Customer Service Exceptional Customer Service Poor Customer Service Retail 72

Verint

SEPTEMBER 8, 2017

One of the leading industrial solutions providers in the United States and a longtime Verint customer, MSC Industrial Supply Co. was interested in how it could improve productivity, enhance the customer experience, and keep operating costs down through a single, unified workforce optimization platform. Today, the organization leverages Verint Workforce Optimization across its customer service operations to help it evaluate thousands of customer interactions daily to make faster, better decisions

Industry 27

Industry Interaction Customers Customer Experience 27

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