CCNG

FEBRUARY 24, 2022

A sea change in talent acquisition happened in the past 20 years. Now it is time for another! Technology originally created to find the best talent, that at one time worked very well, now keeps qualified job candidates hidden from view as automated systems screen them out. The very technology companies implemented to hire “perfect” candidates is now keeping perfectly capable candidates hidden at a time employers are struggling to find workers.

Chatbots 369

Chatbots Contact Center Technology Personalization 369

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Callminer

FEBRUARY 1, 2022

Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.

Analytics 386

Analytics 386

ShepHyken

FEBRUARY 16, 2022

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu

Education 339

Education Sales Customer Service Customer Experience 339

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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

Myra Golden Media

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.

Personalization 334

Personalization Management Customer Service Customer Experience 334

Contact Center Pipeline

FEBRUARY 25, 2022

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call. Q. What makes BCI unique to the […].

Customer Service 130

Customer Service Management 130

Beyond Philosophy

FEBRUARY 24, 2022

One of the most valuable things I have learned in my career is how to work with senior executives. So, I wanted to share with everybody today five rules for successfully engaging with senior executives to enhance your career. I share them because I have also learned that if you don’t deal with them correctly, you can endanger your career. We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience.

Consulting 221

Consulting Consulting Customer emotions Construction 221

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. And as with most things, all roads lead to technology. .

Call Center 124

Call Center Technology Interactive Voice Response Analytics 124

ShepHyken

FEBRUARY 23, 2022

When you flip a light switch, you know exactly what to expect. The light comes on – right away. No hesitation. It happens immediately. . The human brain loves instant results. Let’s use the TV as an example. It was a number of years ago, but I remember the frustrating feeling like it was yesterday. I switched to a new satellite system for the internet and TV.

Sales 331

Sales Customer Service Customer Support 331

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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

Myra Golden Media

FEBRUARY 5, 2022

Learn how to guide challenging customers to the next steps using Psychological Priming! Pour up a cup of coffee and join me live! .

Customer Experience 296

Customer Experience 296

Steve DiGioia

FEBRUARY 24, 2022

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. But shouldn’t they realize that a small customer can lead to a bigger customer , increased business, and more customers down the road?

Sales 208

Sales Customer Service 208

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Customer Experience 130

Customer Experience Personalization Customer Service 130

Beyond Philosophy

FEBRUARY 17, 2022

My company had a significant birthday this year. Twenty years ago, in January 2002, I established my global Customer Experience consultancy, Beyond Philosophy. This year, the Financial Times recognized us as one of the best management consultancies for the fourth year in a row. I have learned a lot over these past two decades on how to ensure your business is booming, and I thought I would share them here with you. .

Consulting 221

Consulting Consulting Finance Education 221

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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

Nextiva

FEBRUARY 9, 2022

Nextiva was named a G2 Best Software Award winner in two categories: Collaboration & Productivity and Global Sellers. G2, the global software marketplace used by more than 60 million software buyers, released its awards today, which rank the world's best software companies and products based on authentic, timely reviews from real users. Nextiva ranked #5 […].

Customer Experience 134

Customer Experience 134

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.

Feedback 323

Feedback Customer Service Personalization Customer Experience 323

Myra Golden Media

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 227

Customer Service Management Customer Experience 227

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Published on: February 14, 2022. Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

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

GetFeedback

FEBRUARY 23, 2022

The pandemic has driven changes to customer experience that we could never have expected. Learn what’s changed and what’s here to stay.

Customer Experience 145

Customer Experience 145

Beyond Philosophy

FEBRUARY 16, 2022

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers’ next move in your customers’ past behavior. This concept is predicated on the idea of Customer Science.

Self service 221

Self service Consulting Consulting Customer Experience 221

aircall

FEBRUARY 23, 2022

To fuel the future of voice, HubSpot is making a strategic investment in Aircall, its #1 most installed telephony partner. This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses. We’ve been building richer conversations together since 2016—and this partnership expansion is just one way we’re continuing to increase productivity and empower sales and support teams to have more

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

ShepHyken

FEBRUARY 22, 2022

Teaching Employees How to Smile. Serving Internal Customers First. Shep Hyken interviews Stephanie Coradin, founder of DEMBO Inc and an advocate of employee empowerment and dynamic leadership. They discuss how leaders can empower your customer service team by serving their internal customers first. Top Takeaways: Teaching employees how to “smile” starts with having employees feel comfortable in their skin, having them feel like they are in a place where they can, and allowing them to

Coaching 314

Coaching Personalization Customer Service Management 314

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Guru

FEBRUARY 24, 2022

We’re officially introducing Guru’s new free user role: Light users. This user role makes it easy for you to get your entire company on the same page and into the same knowledge base.

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Eptica

FEBRUARY 25, 2022

Date: Friday, February 25, 2022 Author: Pauline Ashenden - Demand Generation Manager How a unified agent desktop empowers your advisors and better engages customers. Published on: February 25, 2022. Author: Pauline Ashenden - Demand Generation Manager As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers.

Best practices 125

Best practices Self service Technology Management 125

HelpCrunch

FEBRUARY 22, 2022

100% of employees are people. 100% of customers are people. 100% of investors are people. If you don’t understand people, you don’t understand business. Simon Sinek No worries, let’s handle the customers first. What they [ … ]. The post Want to Win Clients’ Hearts? Consider Personalized Customer Service appeared first on HelpCrunch blog.

Personalization 118

Personalization Customer Service 118

Beyond Philosophy

FEBRUARY 26, 2022

Do you know when in your experience customers decide to buy from you or not? You should. Otherwise, how can you design an appropriate environment to get customers to decide to do what you want? It reminds me of the phrase, “Crossing the Rubicon.” The Rubicon river was a northern boundary outside Rome in the ancient Roman Empire. The Senate determined if a general crossed the Rubicon with their army, that was grounds for treason.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

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

Avoxi

FEBRUARY 4, 2022

Best Ways to Troubleshoot & Improve VoIP Call Quality Learn how VoIP call quality is measured, troubleshooted, and easily improved. In addition, explore voice quality monitoring tools like Call Insights and try them for free! The pressure to exceed customer expectations is on for enterprises. Nearly 58% of consumers will end ties with a brand… The post Troubleshoot & Improve VoIP Quality with Call Insights appeared first on AVOXI.

voip 118

voip Enterprise Contact Center 118

ShepHyken

FEBRUARY 14, 2022

Each week I read many 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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Customer Service 314

Customer Service Surveys Customer Experience Accountability 314

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.

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