Beyond Philosophy
MARCH 26, 2021
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.
Contact Center Pipeline
MARCH 25, 2021
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations looking for new market differentiators have identified customer service and experience as an opportunity to stand out amongst the crowd, and have transformed this former cost center into a revenue driver […].
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CX Global Media
MARCH 31, 2021
I have always liked Starbucks. You can’t beat a venti pumpkin spice latte on a crisp morning. Then, my affinity for their green and white. Read more. The post Customer Service Expectations – How to Get Inside Your Customer’s Imaginations appeared first on Customer Experience Strategy and Tactics.
ShepHyken
MARCH 17, 2021
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Callminer
MARCH 3, 2021
Read this blog to learn how the right tips and strategies can help your organization deliver positive, effective customer experience.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 27, 2021
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.
Steve DiGioia
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. When we have these processes down pat, we believe that’s “all we need” to ensure a steady stream of satisfied customers. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.
Myra Golden Media
MARCH 22, 2021
Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.
ShepHyken
MARCH 10, 2021
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Contact Center Pipeline
MARCH 24, 2021
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. An agent’s job will soon require a higher skill level because […].
Callminer
MARCH 17, 2021
It's important to consider what factors impact customer journey and what can make it better. Learn how to improve customers’ journeys to improve your business and bottom line.
Beyond Philosophy
MARCH 13, 2021
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.
Steve DiGioia
MARCH 8, 2021
The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
CCNG
MARCH 23, 2021
Over the last 20 years, the Internet has allowed companies to outsource or offshore their contact centers overseas. Outsourcing has reduced costs and made customer service more accessible, but it hasn't solved the three fundamental problems of contact centers: Predicting call center capacity is a challenge: Even with the best workforce management tools, it is difficult to predict customer calls' volume and schedule the right amount of agents to handle fluctuating customer demand.
ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
Contact Center Pipeline
MARCH 23, 2021
For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated that trend at lightning speed as contact centers around the world were shut down to comply with stay-at-home orders and forced to enable associates to work remotely almost overnight.
Win the Customer
MARCH 22, 2021
Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Beyond Philosophy
MARCH 26, 2021
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. Consider this. You and some friends decided to go to see a movie. As you enter you are asked to prove you have had the vaccine, only people who have had the vaccine can enter.
Callminer
MARCH 31, 2021
Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.
CCNG
MARCH 4, 2021
You know that feeling where everyone is watching you, and you don’t feel prepared? We’ve heard that from contact center trainers and trainees a lot over the past year. From the trainer’s perspective, new hires are less engaged and aren’t “getting it” quick enough, and they do not have the resource to provide the 1:1 support new hires need. As a result, they activate before they are ready, increasing customer frustration and new hire frustration; attrition rises, starting the process all over aga
ShepHyken
MARCH 24, 2021
This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Myra Golden Media
MARCH 3, 2021
Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.
Contact Center Pipeline
MARCH 16, 2021
For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions. The recent global pandemic raised the prominence of “collaboration” to buzzword status.
Beyond Philosophy
MARCH 6, 2021
In the UK, there is a lot of talk about how to come out of the pandemic stay-at-home orders now that more people have been vaccinated. The idea of a vaccine passport has been circulating, which would allow those that are vaccinated to do things unvaccinated people cannot. However, some think that vaccine passports are discriminatory, particularly as it pertains to getting a job.
Callminer
MARCH 8, 2021
Learn how AI and other technology can help support collections organizations. CallMiner will be speaking at the Collections Technology Think Tank 2.0 on March 18.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
NameShouts
MARCH 3, 2021
Not so long ago, the Internet seemed like a vast, endless landscape, where one could rejoice in connecting with like-minded folk. Security and privacy were concerns, of course, but they were concerns you could handle. That Internet seemed like a place of possibility. But it seems further and further away from reality today. Today’s Internet is a scary place.
ShepHyken
MARCH 12, 2021
This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick. Needless to say, luxuries of life have been replaced by the ‘must-have’ items.
TELUS International
MARCH 15, 2021
Data annotation is the invisible infrastructure behind our AI-powered future. Learn more about this industry and why it's never mattered more.
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