Beyond Philosophy
MAY 3, 2018
How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. and grocery shoppers in the UK could find out. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.
Steve DiGioia
MAY 21, 2018
…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? You lose the opportunity to identify the best way(s) to service them.
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ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! That’s a lot of lost business! Here’s my take on this. Customers want and expect more than ever before – because that’s what we have we taught them.
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The Northridge Group
MAY 9, 2018
If your organization is like most, you might be overwhelmed by the volume of information available at your fingertips. To make it worse, the pace of this information continues to increase; data (lots of it) is being produced more rapidly than ever before. How can you capture this data and use it to help you and your organization make informed decisions, and ideally to predict future behavior and events?
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Call Center Weekly
MAY 14, 2018
By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take. The work environment of a call center rep can make this moment worthless or worthwhile and can dictate your overall career with that company.
Callminer
MAY 23, 2018
See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.
Beyond Philosophy
MAY 25, 2018
Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.
ShepHyken
MAY 11, 2018
This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses. When customers call the shots, having a good CX and offering fantastic customer service will benefit your business all around.
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CX Global Media
MAY 24, 2018
Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. How to become a better leader when the path to success is not so visibly clear. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). And like me, when you obtain the position, the excitement is rapidly met with anxiety because 99.9% of frontline supervisors are left to figure it out on their o
CX Accelerator
MAY 16, 2018
Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ?? For now, it’s time to explore the past. This week I’m celebrating 10 years working for the same organization.
Steve DiGioia
MAY 7, 2018
This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).
Callminer
MAY 8, 2018
Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Beyond Philosophy
MAY 18, 2018
A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin. People say they want many choices but then complain that there were too many choices to decide. In short customers are irrational! We recently enjoyed debating this in our podcast Why Are Customers Irrational?
ShepHyken
MAY 16, 2018
A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company. Let’s look at the EX, which is the Employee Experience. The EX is part of the culture.
Call Center Weekly
MAY 2, 2018
What factors should an organization take into consideration, when choosing a business partner? Companies have a wide range of criteria to consider when tasked with the difficult objective of choosing a business partner (provider). Here are some of the top things to keep in mind when evaluating a potential new relationship: Experience: How much experience does the partner have in the specific task?
Myra Golden Media
MAY 24, 2018
In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop. Today I’m giving you a preview of the three steps I’ll be sharing in-depth at the Customer Contact Week Conference.
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CX Accelerator
MAY 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?
Callminer
MAY 28, 2018
Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.
Beyond Philosophy
MAY 11, 2018
I was texting with my daughter the other day and there was a pause in the conversation. I could see the three little dots. Surely she was typing a clever response to the remark I’d just made. I couldn’t wait to see it, so I sat there, phone in hand, staring stupidly at the little dots. I went on like this for maybe a minute and a half before I realized I was being silly.
ShepHyken
MAY 30, 2018
It’s morning and you’ve just had breakfast. What are you going to have for dinner? 49% of people in the U.S. do not know what they are going to have for dinner. That stat comes from David Portalatin’s address at the Art of Beef Summit, sponsored by Cargill. As he was addressing foodservice executives and salespeople, he emphasized that not knowing what’s for dinner, just hours before consumers are supposed to eat it, is a problem.
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Call Center Weekly
MAY 9, 2018
What can brands do better on social media, to truly connect and engage consumers? I think that it starts with brands recognizing that consumers are actual people. Overall, I think the tendency is for brands to still look at social media as another marketing channel where we just get to tell our audience all about our products or how cool we are. While we are starting to see a slight shift away from that mindset, most brands are still treating social media as a digital billboard or a mobile print
Myra Golden Media
MAY 2, 2018
I was behind a truck recently that had a cool LED lighted border around the license plate. Little red lights danced around and framed the driver’s message. Here’s what this driver had displayed on his flashy license plate border: “If your reading this, than your to close.”. Do you see what I saw? Not one, not two, but four typos! The message should read: “If you’re reading this, then you’re too close.”.
Contact Center Pipeline
MAY 17, 2018
In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. If you’re finding it difficult to find, train and keep excellent agents, […].
Callminer
MAY 21, 2018
Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a predictions centre.
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Beyond Philosophy
MAY 18, 2018
How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results? appeared first on.
ShepHyken
MAY 1, 2018
How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Shep Hyken sits down with Brad Birnbaum, CEO and Co-Founder of Kustomer , to talk about how to understand and know everything about your customer. ?. Top Takeaways: A common problem is when the customer knows that the company has information about them, yet the customer support rep solving the problem doesn’t know anything about th
Call Center Weekly
MAY 30, 2018
What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers. And many people rise to a leadership position because of their abilities in this area.
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