The Top Five “Must Have” Contact Center Phone System Features

inContact

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery.

System Downtime: Act with Ownership to Regain Customer Trust

Kayako

System downtime can hit any online business at any time. You’re never ready and there’s never an ideal moment to handle system downtime apart from ASAP. For many businesses that happened on the 28th February 2017 when AWS had a system outage. Identify intermittent system outages.

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Building trust in digital systems

CallidusCloud CX

Today, the CallidusCloud CX team hosted an interesting webinar called Trust in Digital Systems to Drive Performance , which introduced a new software development concept called Trust-centric Design and tied into the value of some of the CallidusCloud CX solutions.

Beginners Guide to Net Promoter Score and System

Feedback

What is the Net Promoter Score and System? The Net Promoter Score and System is a management tool that is used to determine the loyalty of a company’s relationships with their customers. The Net Promoter System uses a 0 to 10 scoring scale. Process & System Improvemen

Study: The Health of the Contact Center

spreadsheets and antiquated systems, many contact centers are missing. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Nice systems. How’s your service?

Customer Enthusiast

Cardinal Industries contact center customer customer experience net promoter score problem resolution systemsYesterday, while vacationing in Breckenridge, CO over Labor Day Weekend, I bought two 100-chip sets of 11.5G poker chips at Peak-A-Boo Toys on Main Street.

Customer Service KPIs, Metrics and More: How to Build an Effective Reporting System

Comm100

This blog post details some of the practical aspects you’ll need to consider when building a reporting system for your team. Within each channel’s reporting system, there are usually two major types of report formats: dashboards, and emailed reports.

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The Power of Early Warning Systems

Amity

In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. Let’s look at what we can learn from a hurricane’s early warning system when it comes to Customer Success.

8 Features to Look for in a Help Desk Ticketing System

Merlin

For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. The Help Desk Ticketing System: A Closer Look. That said, you can tell a ticketing system is effective if it has the following features: 1.

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett

Customer Bliss

Overview. How do you transform customer experience within the postal service – an industry that affects the whole nation?

System 151

The Power of Early Warning Systems

Amity

In September 1995, as I was driving down from Toronto to take a scuba diving trip in Florida, I experienced first-hand the impact of an early warning system. Let’s look at what we can learn from a hurricane’s early warning system when it comes to Customer Success.

CX of Nuclear Warning Systems: Design for Failure

Truthlab

Reading Time: 3 minutes I spent the early part of my career working on critical nuclear systems where the plant (machine) would serve up information and warnings to the operator (human) in order to help the operator make complex decisions fast.

Employees Don’t Fail, Your Systems Do

Michel Falcon Experience

People don’t fail, systems do. Is it the systems within our business that break down and cause missteps? Maybe your hiring system broke down? Aren’t we suppose to have systems in place to ensure we are welcoming people to our business who will be a cultural fit?

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Podcast: Answering Listeners’ Net Promoter System Questions

Bain

The Net Promoter Score is a simple measure, but building a process and culture that results in deep customer relationships can be very complex. In this episode, I answer listeners’ questions on everything from competitive benchmarks to best practices for following up with customers.

How to Establish The Ultimate Omni-Channel Customer Support System

ProProfs Chat

Based on their nature, different channels have varied modes of communication and so, the necessity for diverse support systems and software. It can also be challenging if a company doesn’t have an effective system setup for internal communication and resolution.

What Makes Up An Effective Customer Relationship Management System [Infographic]

Merlin

Every company needs a system to organise, manage, monitor, and enhance the quality of service and experience they provide to their customers. This is where the value of a customer relationship management (CRM) system lies for your business.

5 Ways Small Business Security Systems Pay for Themselves

Win the Customer

Rapidly increasing threats, both in person and online, are driving a demand for business security systems, according to the latest report by Markets and Markets. Fortunately, security systems are investments that generate benefits which cover their own costs.

8 Features to Look for in a Help Desk Ticketing System

Merlin

For the unfamiliar, a help desk ticketing system is a tool that companies use to track if things are being done as they should. The Help Desk Ticketing System: A Closer Look. That said, you can tell a ticketing system is effective if it has the following features: 1.

Systems versus service

Eptica

Date: Friday, November 20, 2015 Systems versus service. Systems had overridden human interaction, damaging the overall experience. Published on: November 20, 2015.

Systems and smiles: the two key elements of a successful customer experience

NewVoiceMedia

Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers.

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Improving Every Patient’s Experience – CX Insights by Mr. John Punnoose, Independent Director and Mentor, Hospitals and Health Systems

Customer Guru

We invite our readers to comment and ask questions on similar challenges that they might be facing in their organizations when it comes to setting up systems and processes to deliver a great experience. Since we are treating a larger audience now, systems had to evolve.

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

Where we see people getting into rabbit holes is when they spend too much time on the actual system of feedback. Either somebody on your team should be able to handle the day-to-day of managing that feedback system, or you should use a partner like PeopleMetrics to handle it.

Legacy Systems Challenge Your Digital Customer Experience

Topdown

Unless you’re a brand-spanking-new startup, your organization almost certainly has legacy software. By “legacy,” we mean previously acquired and now outdated – any software that was purchased when business requirements and market dynamics were different than they are today.

Webinar: Trust in digital systems to drive performance

CallidusCloud CX

WEBINAR: Trust in digital systems to drive performance. They also need to believe in the systems behind the processes they’re expected to perform. Why do we need trust-centric systems? The difference between trust in social environments versus business systems.

Best Practices in Performance Testing for CX Systems

Cyara

At Cyara Xchange 2018 in March, I had the great privilege of hearing a presentation by two experts on performance testing of CX applications: Pete Dhadwar of Royal Bank of Canada and Chandra Golla of Cyara. In this blog post, I will share a few of their pearls of wisdom. customer experience automated testing IVR testing contact center cx customer experience issues call center design-driven assurance integration performance testing

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Not as the only system used.

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Podcast Shorts: Who Should Run Your Net Promoter System?

Bain

Learn more : Who Should Run Your Net promoter System? What qualities and experiences make for a successful chief advocacy officer? Not just anyone will do, regardless of how bright and ambitious he or she may seem to be.

When Bad Systems Happen to Good People

Customers That Stick

Bad Systems. I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online. Good Systems. When Bad Systems Happen to Good People.

Podcast Shorts: The Inner Loop of the Net Promoter System

Bain

The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more engaged and enthusiastic.

Establishing trust in digital systems to drive performance

CallidusCloud CX

While these digital motivation products and solutions are designed on sound principles, they really only work if the agents buy in to the benefits of using the system. How do we establish trust in digital systems?

Podcast Shorts: Huddles in the Net Promoter System

Bain

These regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System. In this short episode of the Net Promoter System Podcast, I discuss their role in building customer advocacy and engaging employees.

With no System of Record of Customer Success, did anything actually happen?

Amity

These are systems of record. What is a system of record? A system of record (SOR) is the authoritative data source for a given data element or piece of information where the integrity of the data is vital. Make it black and white.

Practical Example: A Push System for Customer Success

natero

And some part of that is due to the “push” system we’ve built that’s codified the individual customer touchpoints based on where our customers are in their lifecycle with DocSend.

Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio

CustomerGauge

CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […].

Podcast Short: The Outer Loop of the Net Promoter System

Bain

The Net Promoter System’s “ outer loop ” mechanism supports improvements that go beyond the individual or team. In this short episode, I discuss the importance of this critical part of the Net Promoter System framework.

The Business Phone System Reinvented: The Next-Generation Cloud Communications and Collaboration Tool

Natalie Petouhof

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. In these new systems, modern business communications integrate seamlessly with the productivity apps that employees use every day, making it easier than ever for them to collaborate with docs, emails, and calendar invites.

3 Reasons to Invest in Your Business’ Data Recovery Systems

Merlin

Smart companies invest in a reliable data recovery system. Data recovery systems afford you peace of mind. But with a data recovery system in place, you can have peace of mind that you have a back-up of your data in safe keeping.

Up the Ante with Your On-Hold System to Win Over Customers

Win the Customer

Many companies have embraced an on-hold system that allows callers to elect to receive a call back, rather than waiting to speak with a representative. For example, your company can use such a system for: Conducting outbound or inbound calls.

Podcast Shorts: Closing the Loop in the Net Promoter System

Bain

This short episode explains why this step is a central element of the Net Promoter System. To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization.

The Net Promoter System Podcast: Looking back on 50 episodes

Bain

The Net Promoter System Podcast started as an experiment almost two years ago when I asked my colleague Fred Reichheld if I could record one of our conversations. You can listen to our 50 th episode of the Net Promoter System Podcast on iTunes , or through the player below.