Nicereply
SEPTEMBER 2, 2020
Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. Businesses need money to survive. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. While your business might survive with angry, single-purchase customers, only businesses with a focus on customer satisfaction will thrive.
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ShepHyken
SEPTEMBER 2, 2020
What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?
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.
Beyond Philosophy
AUGUST 29, 2020
5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
SEPTEMBER 3, 2020
Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment. In this video clip from a recent member Town Hall, Vicki explains three strategies that will help you reengineer your leadership skillset – - First, how to utilize the brick-and-mortar feeling inside the virtual environme
Steve DiGioia
SEPTEMBER 3, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?
Beyond Philosophy
SEPTEMBER 3, 2020
Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.
Callminer
SEPTEMBER 2, 2020
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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 Pipeline
SEPTEMBER 2, 2020
I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. So many questions: Do we hire directly for these programs; how often do they need to report in-person to the office; who gets the privilege to […].
ShepHyken
AUGUST 31, 2020
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. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. (Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around?
Steve DiGioia
AUGUST 31, 2020
People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”. How the heck does he know “my style”? I can do without the kissing-up just for him to make the sale.
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
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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
Callminer
SEPTEMBER 1, 2020
See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisions.
ShepHyken
SEPTEMBER 1, 2020
Building an Authentic Company Culture. Aligning What You Believe, What You Say and What You Do to Create Excellence. Shep Hyken interviews Robert Glazer , Founder and CEO of Acceleration Partners. They discuss lessons from his new book, Friday Forward: Inspiration & Motivation to End Your Week Stronger Than It Started , including how companies can build an amazing culture.
TELUS International
AUGUST 31, 2020
Productivity spiked in the early days of COVID-19, but as the pandemic wears on, fatigue is setting in. Discover how compassion, culture and communication can help decrease employee burnout and build better engagement.
GetFeedback
AUGUST 30, 2020
A look into the impact that corporate values can have on employee experience.
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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.
Callminer
SEPTEMBER 1, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experien
ShepHyken
SEPTEMBER 4, 2020
This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!” That’s the single most important reason to improve CX. If that isn’t reason enough, improve customer experience because, statistically speaking, a dissatisfied customer can rapidly turn into a former customer.
Taylor Reach Group
SEPTEMBER 1, 2020
By Peg Ayers. A good leader is a person who takes a little more than his share of the blame and. a little less than his share of the credit. John C. Maxwell. In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?
ProProfs Blog
SEPTEMBER 1, 2020
Did you know that around 306.4 Billion emails are sent and received worldwide every single day? By the time you finish reading this blog, around a billion emails would have been shared. . Let that sink in… . It’s without a doubt that within the last couple of decades, the ‘digital inbox’ has opened doors to improved communication. . However, there is more to sharing emails than simply hitting the send button.
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.
Callminer
AUGUST 31, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success!
Upstream Works
SEPTEMBER 1, 2020
Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.
Contact Center Pipeline
SEPTEMBER 3, 2020
If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your Amazon Connect for, and how your call center agents work with their headsets in their day to day work lives. Basically, […].
Fonolo
SEPTEMBER 1, 2020
Customer perception isn’t just important — it’s everything. If you’re not investing in brand perception management, you’re putting your business at serious risk. First, we’ll explore what customer perception is, before diving into some examples of why it’s so important. What is customer perception? The term, ‘customer perception’ is used to describe a consumer’s — or a group of consumers’ — feelings and thoughts about a brand.
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.
ShepHyken
SEPTEMBER 4, 2020
This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!” That’s the single most important reason to improve CX. If that isn’t reason enough, improve customer experience because, statistically speaking, a dissatisfied customer can rapidly turn into a former customer.
Talkdesk
SEPTEMBER 1, 2020
Whether your workforce is back at the office and adhering to new safety measures, working from home or navigating a mix of both options, the reality is that you’re probably not doing business as usual anymore. The way your employees are performing their tasks, interacting with customers, prospects and to each other, has likely changed. The so-called “new normal” brings new concerns.
Russel Lolacher
SEPTEMBER 3, 2020
With the demand to produce so much content, think about repurposing the hard work you’ve already done to better reach your customers. 10x is a common term that seems to have a few different definitions. Rand Fishkin from Moz coined the term “10x content” in relation to “content that is 10 times better than the best result that can currently be found in the search results for a given keyword phrase or topic.
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