Nextiva

OCTOBER 8, 2019

We all know bad customers are unpleasant to deal with. The consequences of bad customers can reach into other aspects of your business, too. They contribute to churn when they don’t listen to you and don’t realize value from your offering. They take up more than their share of resources in terms of time and […]. The post 10 Ways to Identify (and Lose) Bad Customers appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 99

voip Sales Marketing Customer Experience 99

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience.

Contact Center 117

Contact Center Wireless Scripts Average Handle Time 117

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Contact Center Pipeline

OCTOBER 30, 2019

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.” When it comes to delivering a superior customer experience, […].

Metrics 113

Metrics Contact Center Customer Experience Management 113

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

CrazyCall

OCTOBER 30, 2019

Over 111 new businesses open each hour. At the same time, about 97 businesses close. In today’s highly competitive business world, communication plays a crucial role: organizations need to communicate with their clients regularly. Because great communication is what makes your clients happy and provides you to growth, development and makes you stay ahead of your competitors.

Interactive Voice Response 60

Interactive Voice Response Scripts voip Feedback 60

Totango

OCTOBER 1, 2019

Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth. But sustained growth is hard to achieve without a clear path forward. . Customer journey optimization is a way of not only mapping the stages of customer progression but also identifying ways to add customer value along the way.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

Strikedeck

OCTOBER 1, 2019

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Customer advocacy 71

Customer advocacy SaaS Customer Experience 71

Upstream Works

OCTOBER 23, 2019

Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even ten years ago. When a customer is engaging with a brand, they could be: walking into a brick and mortar store, researching brands on social media, taking online surveys after making a purchase, interacting with a bot on their tablet,

Customer Experience 60

Customer Experience Management Journey mapping APIs 60

ShepHyken

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.

Management 326

Management Customer Service Customer Care Customer Experience 326

Advertisement

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

Beyond Philosophy

OCTOBER 4, 2019

Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is where you make your brand promise, aka your value proposition. It is also where you begin to set customers’ expectations for your Customer Experience.

Marketing 62

Marketing Advertising Education Consulting 62

CX Accelerator

OCTOBER 26, 2019

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.

Education 303

Education Contact Center Technology Accountability 303

Contact Center Pipeline

OCTOBER 9, 2019

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic? Considering the fact that we are bombarded by customer experience rhetoric, one might imagine that there is tremendous clarity around exactly what it is. Right? No, […].

Customer Experience 193

Customer Experience Marketing Personalization Contact Center 193

Steve DiGioia

OCTOBER 28, 2019

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

Feedback 185

Feedback Customer Service Personalization Management 185

Advertisement

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

Customer Service

Callminer

OCTOBER 31, 2019

It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer churn.

182

182

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers. These are not only customers but brand loyals.

Benchmark 311

Benchmark Feedback Customer retention Consulting 311

Beyond Philosophy

OCTOBER 11, 2019

A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.

Consulting 285

Consulting Consulting Customer Experience Marketing 285

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.

Customer Experience 261

Customer Experience contact center solutions Contact Center Metrics 261

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Contact Center Pipeline

OCTOBER 10, 2019

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and advisory leader is advising you to raise your CX game. They lay out the trend in their key findings article: “More than two-thirds of marketers responsible for CX say their companies […].

Marketing 168

Marketing Customer Experience Journey mapping Feedback 168

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.

Surveys 164

Surveys Customer Service Customer retention Telecommunications 164

Callminer

OCTOBER 30, 2019

Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.

Analytics 182

Analytics 182

ShepHyken

OCTOBER 9, 2019

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser. I like to make everyone happy. Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else.

Personalization 301

Personalization Customer Service 301

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Consulting 261

Consulting Consulting Technology Personalization 261

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

Contact Center Pipeline

OCTOBER 1, 2019

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on strict adherence to procedures. Everything was black and white: Did I use the customer’s name three times? Did I verify their password? Did I remember to use the proper call identification […].

Employee engagement 32

Employee engagement Coaching outsourcing Contact Center 32

Lumoa

OCTOBER 21, 2019

Customer Experience 158

Customer Experience 158

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!

Customer Experience

Callminer

OCTOBER 28, 2019

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.

182

182

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. (Forbes) CX leaders can use a CX Maturity Model to assess the current state of CX in their organization, diagnose where improvements should be focused, and guide the evolutio

Customer Service 298

Customer Service Customer centricity Best practices Customer Experience 298

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

Customer emotions 250

Customer emotions Consulting Consulting Customer Experience 250