Beyond Philosophy
JUNE 11, 2020
We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.
Wowdesk Blog
JUNE 4, 2020
Dealing with customers is not something that you can take for granted. If you want to win more clients and customers, you have to attend to their concerns and offer timely and professional-grade solutions. . Email support is an indispensable channel of customer service for quite some time. Support executives connect with customers over emails and help them with their product/service issues. .
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Contact Center Pipeline
JUNE 4, 2020
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while CX continues to play an outsized role as a competitive differentiator, best-in-class contact centers are increasingly replicating the same type of […].
Steve DiGioia
JUNE 22, 2020
In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? But what about indifferent service? Why is it acceptable? In today’s post, I expand on one of those reasons: “low price shoppers”. Here’s my story…. While shopping, you see a brightly colored cell phone sticking out of the back pocket of an employee or your waiter has a pack of cigarettes in his front
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
GetFeedback
JUNE 14, 2020
Designing a customer experience that seamlessly incorporates the machines from our daily lives.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
JUNE 5, 2020
The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” .
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
Customer Experience Matters
JUNE 4, 2020
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.
Call Design
JUNE 22, 2020
Contact centre changes are never an easy venture, but it’s crucial to embrace an opportunity for change. While the world is slowly returning to normal after a global pandemic, now is the time to identify how your contact centre can be improved. For some organisations, there may be an influx of calls from customers asking about your services. Your team will need to be ready, so it’s essential to streamline your operations to address the needs of your customers and provide the touchpoi
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ShepHyken
JUNE 17, 2020
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way.
Nicereply
JUNE 16, 2020
There will always be room for improvement. So, keep iterating and stay curious. The bigger the investment you make, the larger the return will be. Even before we were all asked to stay at home and save lives, it was expected that online shopping – and other non-retail purchasing – would grow as much as 14% this year. That increase represents about 20 billion dollars in additional spending.
ProProfs Blog
JUNE 26, 2020
It’s not just great communication skills that make a customer support operator great at their job. 62% of customers say that a representative’s knowledge and resourcefulness play a key role in creating a good experience. That means being consistent at learning and acquiring knowledge can help you shape a customer’s journey better. But, where to start?
HelpCrunch
JUNE 22, 2020
Modern consumers take an interest in advanced product features, how you sell them, and what happens after they buy stuff. They’re the driving force for brands today with a much greater impact than ever. 54% [ … ]. The post How to Build Better Customer Relations: 7 Insightful Tips appeared first on HelpCrunch blog.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Beyond Philosophy
JUNE 25, 2020
Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.
Contact Center Pipeline
JUNE 30, 2020
More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored the value of frontline staff, what works and doesn’t work for contact center operations in the near- and long-term, as well as how the agent’s role is evolving. Also, Pipeline readers […].
ShepHyken
JUNE 24, 2020
Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.
Steve DiGioia
JUNE 25, 2020
Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic? When things don’t go as planned, our customers become upset and we have failed in their eyes.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Myra Golden Media
JUNE 23, 2020
I was just on my YouTube channel reading comments. Andrea’s comment made me put down my cup of tea – “I am struggling. Sometimes I get cursed out five or six times back to back. I’m starting to sound like a robot. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever.
Call Design
JUNE 29, 2020
Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times. The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams.
Beyond Philosophy
JUNE 6, 2020
Have you ever picked a line at the store only to realize that you chose the longest, most slowly moving line? Have you ever waited forever to receive a shipment and then felt like they owed you an explanation for what could possibly take that long? Have you ever had such a great time laughing and talking in line with other people that you didn’t even notice how long you waited?
Contact Center Pipeline
JUNE 18, 2020
The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences. As such, contact center execs are asking themselves, “Can we meet these goals with the communications solution we already have in place?” Moving to the Cloud—When, Not If With the […].
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ShepHyken
JUNE 10, 2020
Sometimes a little creativity and extra effort can make a big difference in the customer experience. One of our followers, David Turk, shared an article from a recent issue of the New York Times about how a server at an upscale restaurant “astonished” a guest with an amazing display of customer service. The short version of the story is that a woman went to dinner at one of the finest restaurants in New York.
Steve DiGioia
JUNE 8, 2020
Give it away, give it away, give it away, now! No, I’m not talking about the song from the Red Hot Chili Peppers – even though that song is cool. I’m talking about how the butchers and bakers used to run their businesses years ago. I remember as a kid going to the store with my Mom. The baker always had a cookie for the little ones and the butcher was happy to hand out some fresh sliced ham or turkey.
TELUS International
JUNE 29, 2020
Games fraud is on the rise as the gaming industry continues to experience significant growth. Discover best practices for combatting games fraud while improving the player experience.
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Beyond Philosophy
JUNE 20, 2020
General Show Notes: Have you ever driven a long way to a vacation, perhaps with kids in the backseat, and heard the whining query, “are we there yet?” Have you ever wanted to ask that question yourself? It turns out there are good reasons for that. It’s called the Return Trip Effect, and we discuss it on this episode of The Intuitive Customer.
Contact Center Pipeline
JUNE 10, 2020
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […].
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line.
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