Beyond Philosophy

AUGUST 1, 2016

I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.

Consulting 282

Consulting Consulting Customer centricity Customer Experience 282

ShepHyken

AUGUST 31, 2016

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? It gets even worse when you get transferred or call back a third or fourth time. How about when you dial the company’s support number and the automated prompt asks you to put in your customer number.

Banking 227

Banking Customer Support Accountability Customer Service 227

Steve DiGioia

AUGUST 1, 2016

you created an atmosphere where no one can be successful or appreciated. This original article was written by Steve DiGioia. The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Come on now, you know that’s B.S.!

Morale 0

Morale Airlines Management Accountability 0

Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Call Center 182

Call Center Analytics Contact Center Accountability 182

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.

Enterprise

Customers That Stick

AUGUST 1, 2016

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Customer Service 131

Customer Service 131

Beyond Philosophy

AUGUST 22, 2016

If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.

Consulting 0

Consulting Consulting Sales Customer Experience 0

ShepHyken

AUGUST 3, 2016

Use Common Sense. My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home.

Personalization 225

Personalization CRM Customer Service Accountability 225

Steve DiGioia

AUGUST 29, 2016

Never take your existing employees for granted This original article was written by Steve DiGioia. The schoolyard created natural leaders. They were the ones that chose the teams. They were the first ones at bat, their friends sided with their opinions and they led the way with their rebellious streak. You can spot them a mile away. In business it’s not always that easy to find a leader.

Management 170

Management 170

Callminer

AUGUST 16, 2016

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

Analytics 182

Analytics Surveys 182

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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

Customers That Stick

AUGUST 15, 2016

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Customer Service 127

Customer Service 127

Contact Center Pipeline

AUGUST 31, 2016

Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the month—topics included a speech recognition primer to help you decide whether a natural language system is right for your center; an inside look at Crisis Response Network’s culture of compassion; 5 […].

Contact Center 100

Contact Center Upselling Call Center Technology 100

Beyond Philosophy

AUGUST 15, 2016

Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

Consulting 281

Consulting Consulting Customer Experience Customer Service 281

ShepHyken

AUGUST 24, 2016

Customer Service Training. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.

Customer Service 0

Customer Service Management Customer Experience 0

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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.

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Steve DiGioia

AUGUST 22, 2016

…You deserve nothing less from your customers This original article was written by Steve DiGioia. I never wanted others to think I was a jerk. Being an average kid, I spent my share of time in the company of other jerks. I hated how they acted and many of the things they said. I was NOT going to be like them! Then my 20’s came and it was full steam ahead into the dating years.

Morale 159

Morale Advertising Personalization 159

Peter Lavers

AUGUST 5, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 5th most agreed with statement is : “My company has IT tools, capabilities or infrastruct

Customer centricity 100

Customer centricity outsourcing CRM Accountability 100

Customers That Stick

AUGUST 29, 2016

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Customer Service 122

Customer Service 122

Contact Center Pipeline

AUGUST 30, 2016

It’s the little things that you can do on a daily, weekly and monthly basis that make a huge difference in agents’ job satisfaction levels. There are many types of activities and simple gestures that show agents how much they’re appreciated. In my last post, I offered five ideas for showing your agents appreciation. Here […].

Contact Center 100

Contact Center Call Center 100

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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.

Contact Center

Beyond Philosophy

AUGUST 17, 2016

I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. – Shep Hyken. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Here are a couple ways to make your customers happy, while being lean on resources.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Steve DiGioia

AUGUST 15, 2016

But have no fear, you can learn it too! This original article was written by Steve DiGioia. Ever have a customer come into your business and later ask you about where they can find something at a neighboring business? Do you say “ I don’t know, I’m not from around here? ” Not exactly anticipatory service, huh? Here’s the scenario: While waiting in line at a major department store, I overheard the woman in front of me mention that it was her wedding anniversary next week.

Customer Service 0

Customer Service Customer Experience 0

HGS

AUGUST 3, 2016

3 Ways the Cloud Opens Horizons for CX. Posted by Subramanya C, Chief Technology Officer, HGS. Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements and cost reduction to business communication and supply chain management efficiencies, the cloud is a game changer.

Sales 100

Sales Customer Care Technology Management 100

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

Customers That Stick

AUGUST 22, 2016

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Customer Service 104

Customer Service 104

Contact Center Pipeline

AUGUST 25, 2016

August is a good time of the year to think about ways to recognize your frontline staff for the important role that they play in the organization’s success. National Customer Service Week (Oct. 3-7) is right around the corner, so many contact centers are already planning activities and events to show agents some extra love […].

Contact Center 100

Contact Center Customer Service Call Center 100

Beyond Philosophy

AUGUST 31, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

ShepHyken

AUGUST 16, 2016

Ted Rubin Reveals Tips on How to Build Customer Trust and Get a Return on Relationship (RonR). Shep Hyken speaks with brand evangelist, social marketing strategist, and keynote speaker, Ted Rubin about branding, customer service, customer experience and, most important, building trust (with both employees and customers). Ted is one of the most influential CMO’s followed on social media and he provides us with great tips and ideas to help strengthen your “Return on Relationships” (#RonR).

Customer Experience 0

Customer Experience Marketing Customer Service 0

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Steve DiGioia

AUGUST 26, 2016

Guest post by Roy Atkinson This original article was written by Steve DiGioia. Host of the popular weekly #CustServ chat on Twitter, Roy Atkinson shares some customer experience wisdom as today’s guest blogger. Thanks Roy! When it comes to customer experience, everything matters. The way a website looks and works, the way a brand’s service people talk with and treat customers, and certainly the way purchased goods and services are delivered.

Customer Experience 100

Customer Experience Personalization Customer Service 100

HGS

AUGUST 3, 2016

Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements [.]. The post 3 Ways the Cloud Opens Horizons for CX appeared first on Team HGS Blog.

Technology 100

Technology Cloud contact Contact Center Customer Service 100

Peter Lavers

AUGUST 2, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer.

Customer centricity 100

Customer centricity B2C Advertising B2B 100