ClientSuccess
JUNE 19, 2019
If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!
Contact Center Pipeline
JUNE 26, 2019
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].
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Beyond Philosophy
JUNE 28, 2019
I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.
Callminer
JUNE 3, 2019
More companies are mastering their use of analytics, and are delving deeper into their data to increase efficiency, gain a greater competitive advantage, and boost their bottom lines even more.
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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.
ShepHyken
JUNE 26, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Accelerator
JUNE 27, 2019
Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. While what we have built here has taken years to build and might not be totally replicated at your company, I hope it gives you inspiration or an idea to share with others in your organization.
Contact Center Pipeline
JUNE 6, 2019
Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or failure” (TheFreeDictionary.com). I had an interesting experience when I called my insurer the other day. I approached the call with “cautious optimism.” What made it interesting was the way the agent […].
Beyond Philosophy
JUNE 13, 2019
What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience? The answer is easy to say and harder to do.
Callminer
JUNE 17, 2019
Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a problem.
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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.
ShepHyken
JUNE 5, 2019
You may have heard the expression, “Take a walk in your customer’s shoes.” The idea is that you put yourself in the customer’s position and see the situation through their eyes. This is good advice for those who have customer-facing responsibilities. You may have heard other versions of this expression. One of the more humorous versions is, “Walk a mile in your customer’s shoes, and once you’re a mile away, you can say anything you want about the customer and they can’t hear you.”.
Myra Golden Media
JUNE 10, 2019
When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.
Convoso
JUNE 19, 2019
This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available.
Contact Center Pipeline
JUNE 11, 2019
For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before. There are many ways […].
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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
JUNE 6, 2019
Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. However, much to my surprise, many people are scared of this technology. It is time to lose the fear of facial recognition technology.
Callminer
JUNE 10, 2019
By implementing AI-powered speech analytics, organizations own the key that unlocks the science of conversation by filling a position that goes beyond human capabilities.
ShepHyken
JUNE 19, 2019
It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.
Myra Golden Media
JUNE 21, 2019
What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
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!
ProProfs Blog
JUNE 27, 2019
It’s true that managing a website is not just about updating content every single day; rather it is all about improving its performance by optimizing quite a few variables like conversion rate, visitor count, search engine ranking, bounce rate etc. There is no denying that luring the attention of your audience through all the noise and innumerable distractions isn’t easy at all.
Contact Center Pipeline
JUNE 18, 2019
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons. But one analyst is noting a pattern that has nothing to do with balance sheets […].
Beyond Philosophy
JUNE 27, 2019
Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy.
Callminer
JUNE 19, 2019
In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.
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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.
ShepHyken
JUNE 25, 2019
A Passion for Convenience. Striking a Balance Between Business and Consumer Needs. Shep Hyken interviews Ford Blakely. They discuss pursuing your passion, creating convenience, and balancing technology with a human connection. The Interview with Ford Blakely: When faced with a problem, it’s important to approach it from the standpoint of convenience.
Myra Golden Media
JUNE 9, 2019
For three years, my 19-year-old College Daughter has worked for my company as a Studio Tech. Lauren’s the genius behind our studio setup, teleprompter, camera, and audio. She also assembles workbooks and advises me on all things Millennial and Gen Y. Both of my kids get to travel with me for speaking engagements a few times a year – last year Lauren joined me in New York twice.
ProProfs Blog
JUNE 3, 2019
Technology has changed communication norms for good. With ongoing technological developments, a new term is born: Globalism. Thanks to its combination with the internet, there are no limits for communication. You can reach whoever you want, whenever you want, at any circumstances as long as you have a battery and an internet connection. This created new needs, desires, and expectations, and this has led to a different customer-brand relationship as well.
Contact Center Pipeline
JUNE 25, 2019
Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut it. Employees expect to have a voice in their organization, and smart companies realize that listening to their ideas can improve business outcomes: a win-win. Creating a culture where the Voice […].
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 28, 2019
How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.
Callminer
JUNE 25, 2019
We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.
ShepHyken
JUNE 12, 2019
In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.
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