TechSee

JULY 9, 2019

According to Gartner , organizations should strive to deliver low-effort customer experiences because simplicity is the most significant driver of loyalty. In fact, 96% of customers who experience a high-effort interaction become more disloyal compared to just 9% who have a low-effort experience. To help companies improve their Customer Effort Score (CES), we’ve compiled a list of 10 call center mistakes that often result in high customer effort.

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Call Center Customer effort Average Handle Time Contact Center 143

ProProfs Blog

JULY 3, 2019

Customer expectations are on the rise. Now, how updated are you in meeting their expectations at all times? No doubt, instant help is their top priority, and live chat is the solution. Except, it’s just the first step. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition. 9 Amazing Tips on How to Cha

Customer Support 95

Customer Support Best practices Wait times Personalization 95

Beyond Philosophy

JULY 26, 2019

How Customer-Facing People Should Evoke Emotions in Customers. I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action. To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve

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Customer emotions Consulting Consulting Customer Experience 285

Toister Performance Solutions

JULY 18, 2019

My beloved iPad is dying a slow death. It's several years old and I use it daily. The memory is nearly full. I've dropped it a few times. The lightening connector is getting finicky. So I'll soon be making a trip to the Apple Store to buy a new one. This process provides a nice overview of the differences between customer experience, customer service, and even customer success.

Customer Experience 94

Customer Experience Customer Service Personalization 94

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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

Totango

JULY 9, 2019

What’s your company’s most precious asset? It’s not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy. In fact, customers are far more than just assets; your relationship with them forms the very foundation of your company.

Enterprise 88

Enterprise Customer Experience Best practices Customer centricity 88

HelpCrunch

JULY 31, 2019

Use these 12 omni-purpose examples of customer support canned responses and see how much time you'll save yourself. The post 12 Canned Response Examples to Save Yourself Lots of Time appeared first on HelpCrunch blog.

Customer Support 87

Customer Support Customer Service 87

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

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Customer Support Customer Service Customer Care 335

Beyond Philosophy

JULY 24, 2019

Are you thinking the same as me? Facebook is not what it used to be – or at least my perception of what it was. Instead of being a company that I admire with a customer centric and open culture it now appears that the inherent culture of Facebook is one of non transparency which chooses to manipulate their customers and their data. Furthermore, I believe this could lead to their downfall.

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Customer centricity Government Morale Advertising 348

Myra Golden Media

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.

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Customer Service Customer Experience 281

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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.

Analytics

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. So, how do you know if customers are pleased with their level of service?

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Contact Center Analytics Interactive Voice Response First call resolution 182

Contact Center Pipeline

JULY 30, 2019

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

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Contact Center Customer Care Technology Call Center 240

Callminer

JULY 29, 2019

Customer experience mapping is a valuable tool for monitoring and improving the customer experience. Here’s how to create an effective CX map.

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Customer Experience 207

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

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Customer Service Customer Experience 328

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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

JULY 16, 2019

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle. However, I learned the armrests were there to dissuade the homeless population from sleeping on public benches.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Myra Golden Media

JULY 2, 2019

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a

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Coaching Feedback Customer Support Management 264

TechSee

JULY 18, 2019

Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. When it arrives, you open the box and see… a whole load of parts. There’s also a 126-page user guide that raises your blood pressure every time you turn a page, but you manage to set it up… after about an hour.

Customer Experience 207

Customer Experience Wireless Self service Contact Center 207

Contact Center Pipeline

JULY 23, 2019

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules. Although recent reports suggest that the size and rate of growth of the gig economy have been overinflated, the growing emphasis on flexibility and better work-life balance indicate that on-demand work […].

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Contact Center Call Center Management 233

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

JULY 8, 2019

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

Customer Experience 207

Customer Experience 207

ShepHyken

JULY 24, 2019

The other day I was leaving a parking lot that required me to pay on the way out. It was an automated system. I put my ticket in the slot, the machine calculated what I owed, and then asked me to insert my credit card to make the payment. There were even some convenient instructions on how to insert the parking ticket and credit card into the machine.

Customer Service 327

Customer Service Customer Care 327

Beyond Philosophy

JULY 31, 2019

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.

Customer Experience 305

Customer Experience Consulting Consulting Sales 305

Myra Golden Media

JULY 12, 2019

When my daughter was 13, we re-did her bedroom to give her a teenage look. She picked out modern furniture from Ikea, lovely bedding and fun art that perfectly matched her style. Six years later my teenage son, now 16, pointed out, “You guys owe me a new room. Sissy got a new room when she was 13 and I’m 16 with the same room I had when I was little.”.

Calibration 238

Calibration Coaching Contact Center Call Center 238

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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.

Sampson Lee

JULY 10, 2019

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

Customer Experience 224

Customer Experience 224

Contact Center Pipeline

JULY 16, 2019

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT). That’s because all of the forecasting and scheduling and planning done by anyone in a WMT is useless if no one actually follows the […].

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Schedule adherence Contact Center Management Call Center 219

Callminer

JULY 17, 2019

Our ongoing AI webinar series has been full of great audience questions on artificial intelligence, machine learning, and natural language processing.

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ShepHyken

JULY 17, 2019

Something bad happens. There’s nothing you can do about it. It happened—and now you have a choice. You can let it bother you. Let it fester inside of you. Let it impact your mood. Let it ruin your day or your week. Make you irritable and not pleasant to be around. Or… you can get over it and move on! Just a few weeks ago the St. Louis Blues hockey team, which I’m a huge fan of, won the Stanley Cup championship against the Boston Bruins.

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Coaching Customer Service Customer Experience 315

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.

Customer Experience

Beyond Philosophy

JULY 19, 2019

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics. You will not find training programs on company politics or how to deal with them. It is a bit shocking considering their significance in the corporate world.

Management 268

Management Entertainment Consulting Consulting 268

Myra Golden Media

JULY 10, 2019

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

Customer Service 204

Customer Service Accountability Customer Experience 204

TechSee

JULY 31, 2019

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” An increased need for automation and a growing demand for vision-guided robotics and other industry-specific systems are driving massive adoption of Computer Vision applications.

Automotive 149

Automotive Healthcare Self service Transportation 149