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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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?
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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.
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?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
SEPTEMBER 1, 2020
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve.
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.
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?
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 […].
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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.
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?
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
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.
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, […].
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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.
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.
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!
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
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.
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!
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.
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.
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.
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.
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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.
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.
Callminer
SEPTEMBER 2, 2020
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?
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
TechSee
SEPTEMBER 2, 2020
COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points.
GetFeedback
AUGUST 30, 2020
A look into the impact that corporate values can have on employee experience.
HelpCrunch
AUGUST 31, 2020
A customer service position goes way beyond fielding clients’ questions and complaints. For many people, it’s longer associated with a chatbot that gives generic answers. Despite technology development, customer service equals human interaction. And now [ … ]. The post Top 15 Must-Have Customer Service Skills (And How to Hone Them) appeared first on HelpCrunch blog.
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