Aspect
AUGUST 10, 2018
We made it to Friday and there has been a lot happening in the customer service world these past few weeks. Below are our four customer service stories you shouldn’t miss. From customer service blunders to successes we are covering it all below, happy reading! Is Customer Service Dead? Warning: This article may make you want to book the next flight out to Hawaii.
Myra Golden Media
AUGUST 8, 2018
I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SharpenCX
AUGUST 9, 2018
More money does not equal more employee motivation. Too many managers think the key to employee motivation is giving out performance-based raises or incentives. People, you think, will work harder for an uptick in their monthly paycheck. But this tactic actually doesn’t do too much, according to an analysis of 120 years of research on [.]. Read More.
Beyond Philosophy
AUGUST 8, 2018
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
ShepHyken
AUGUST 8, 2018
Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
AUGUST 8, 2018
Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.
Beyond Philosophy
AUGUST 10, 2018
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It’s amazing that most organization’s segmentation is so basic. In today’s new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? Listen for actionable tips and insights in this episode.
ShepHyken
AUGUST 7, 2018
Delivering A Rockstar Customer Experience. Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?. Top Takeaways: James previous experience as a rockstar in a heavy metal band helped him discover that companies can be customer service rockstars, too.
CX Global Media
AUGUST 7, 2018
CLICK HERE for large image. Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. And finally, now just might be the time for us to be able to realize the dream. But as Jennifer Hofmann stated in the Report: The State of Learning and Development in 2017 , we’re experiencing a period of evolution in learning right now, thanks to the digital revolution.
Advertisement
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.
Callminer
AUGUST 7, 2018
Contact centers are a vital part of ongoing business success.
Customer Guru
AUGUST 8, 2018
Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)
ShepHyken
AUGUST 10, 2018
This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. Have you ever gone down a rabbit hole of suggested videos on YouTube? Or maybe you’ve lost yourself in a thread of related products on Amazon (regretfully). These are common examples of sites using predictive analytics catering to individual customer preferences.
CX Global Media
AUGUST 5, 2018
Not too long ago, all of our skilled jobs were learned and developed through apprenticeships and mentoring. And to capture some of the wisest contact center advice we often have to look to our mentors to guide us. I was humbled and reminded of this fact as I spent some time asking Gerry Barber some questions at ICMI’s Contact Center Expo. Here is an edited transcript of our conversation: Jim Rembach : Hey, I’m with Gerry Barber.
Advertisement
Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Contact Center Pipeline
AUGUST 9, 2018
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting companywide buy-in for customer-centric change. Yet, the results from the Contact Center Challenges & Priorities Report released earlier this year revealed […].
TechSee
AUGUST 7, 2018
Online retail has been revolutionized in recent years; creating ease for consumers while allowing retailers to track and influence the buying process, effectively reshaping how, where and when customers interact with their brand. Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a gr
ShepHyken
AUGUST 6, 2018
Each week I read a number of 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. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. (CustomerThink) Whether a support delivery is good or bad depends largely on its authenticity.
CX Global Media
AUGUST 9, 2018
You just might need to face the fact that you are unable to move as fast as your customers want. But it might not be your fault. Your roadblock from assisting customers in accelerating down their customer journey just might be because your systems are dumb phone centric while your customer is smartphone centric. And that leaves you looking stupid. To jump from the old into the new, you need to disrupt your mindset on what your tech needs to do and how it does it – to what your customers re
Advertisement
This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Contact Center Pipeline
AUGUST 8, 2018
It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules are a key contributor to employee satisfaction (and dissatisfaction) in a contact center. There are times when someone has to work a shift they hate, and the response is negative. […].
Nexmo
AUGUST 9, 2018
Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. You will be using Gradle to manage your dependencies and run your […]. The post Receive a Call with Java appeared first on Nexmo.
Customer Experience Matters
AUGUST 7, 2018
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #1: The Customer Is Always Right What’s Wrong: Like all human beings, customers aren’t always right. They sometimes complain when the company did nothing wrong, request things that the company can not or should not provide, and periodically just make mistakes.
Unymira
AUGUST 7, 2018
Knowledge is the lifeblood of a business. It is the sum of everything that the business has been able to accomplish over its existence, as well as the collection of less important information that relates to the specific functionalities of products/services or general business operations.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
DMG Consulting
AUGUST 10, 2018
Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.
Nexmo
AUGUST 9, 2018
Introduction In this tutorial you will create an application that can receive phone calls using Java and the Nexmo Voice API. Prerequisites To work through this tutorial, you will need a Nexmo account. Sign up now if you don’t already have an account. You will be using Gradle to manage your dependencies and run your […]. The post Receive a Phone Call with Java appeared first on Nexmo.
Mindtouch
AUGUST 7, 2018
If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. Even if you feel like you’re sitting on a goldmine for understanding your customer base, getting value out of your feedback can seem like a monumental task.
Jive
AUGUST 9, 2018
Digital assistants and chatbots are changing the way that contact centers and customer support operate. In fact, you could even go so far as to say that AI can solve the chronic attrition rate plaguing omnichannel customer support departments in the United States. . Contact Center Attrition. In the U.S., call center turnover rates vary between 30 to 45 percent , well above the national average of 15.1 percent.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
BlueOcean
AUGUST 7, 2018
Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. It’s the type of decision that is well-suited to a formal RFP and procurement process.
Global Response
AUGUST 6, 2018
Apply these top techniques to get better engaged customers Engaged associates and engaged customers are at the heart of several articles recently that explore the relationship between the two groups in the more. The post Customer Service Roundup: Engaged Associates Engage Customers appeared first on Global Response.
Amity
AUGUST 6, 2018
Prospects invest a great deal of time researching the right solution. Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect is really kicking the tires on your trial. So why should they become your customer?
Expert insights. Personalized for you.
48 
Let's personalize your content