HelpCrunch
JULY 10, 2020
Our world has changed so that customers are in charge of businesses now. They decide whether to shop online or offline. Clients instinctively dictate how brands should shape their sales funnel, take marketing efforts, and [ … ]. The post How to Create a Powerful Customer First Strategy: An 8-Step Guide appeared first on HelpCrunch blog.
OctopusTech
JULY 10, 2020
In this age of everything being automated and fast, trust and seamless communication do not come easy. Customer experience has always been the lifeline for every business which aims to make customers feel valued and heard. Although, providing excellent service can involve extra resources, time and money, but when you get it right, it will enable you to stand out from your competition while maintaining a positive reputation among customers.
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Toister Performance Solutions
JULY 9, 2020
My reputation was getting battered, and I didn't like it. This was years ago, when I supervised a training department in a contact center. New hires often struggled after completing our initial training program, and their supervisors would conveniently blame my team. The training program wasn't the problem, but I couldn't prove it. The contact center director wasn’t interested in my perspective when she had multiple supervisors saying their agents had not been properly trained.
Beyond Philosophy
JULY 9, 2020
A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.
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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
JULY 7, 2020
The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
JULY 10, 2020
I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us. As we navigate through our new challenges we are also learning about great acts of humanity, community, creativity, and leadership.
Beyond Philosophy
JULY 4, 2020
What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.
ShepHyken
JULY 8, 2020
Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews?
Contact Center Pipeline
JULY 8, 2020
I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities who have figured out (over the years) the secret sauce for making work-at-home truly hum for their contact center organizations. Here are the top three things these leaders always seem 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.
Myra Golden Media
JULY 9, 2020
Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?
Call Design
JULY 7, 2020
Written by Michel Niere. In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times. As a lot of contact centres have quickly had to adopt work from home strategies to maintain BAU status, there have been some things to be wary of, and increased AHT is one of them. Some of the causes of increased AHT might be due to: Technical issues like the internet not being fast enough, therefore taking longer to load information and as a result increasing t
ShepHyken
JULY 10, 2020
This week we feature an article by Daniel Bishop, an assistant editor and marketing consultant for ReallySimpleSystems. He shares multiple approaches to updating or creating your customer acquisition strategy. The phrase ‘customer acquisition strategy’ is one that you would rarely hear outside the confines of a corporate marketing department. For most businesses, customer acquisition simply involved choosing a marketing channel and publishing some kind of promotional content.
Steve DiGioia
JULY 9, 2020
Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.
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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 Pipeline
JULY 9, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is your background in the industry? My entire adult life has been in call […].
GetFeedback
JULY 6, 2020
Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.
ShepHyken
JULY 6, 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. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. (ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experi
TechSee
JULY 8, 2020
Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance. Remote maintenance is therefore becoming a preferred solution for many field service organizations, as it enables technicians to monitor and maintain customer systems from afar using a range of tools and sensors
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!
Contact Center Pipeline
JULY 7, 2020
As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that WFH employees had improved retention, decreases in sick time and used less PTO, worked a true full shift and took fewer […].
GetFeedback
JULY 6, 2020
Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.
TELUS International
JULY 6, 2020
As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery.
Cyara
JULY 6, 2020
Testing what you’ve developed before the big, red “go live” button is pressed isn’t a new concept. It’s been a crucial part of software development for a long time, and a practice that development teams employ everywhere. When and how often that pre-deployment testing should occur is a more recent topic of discussion, with the “shift-left” label and plenty of proof points to back up its benefits.
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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.
Joe Rawlinson
JULY 5, 2020
The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention. Boosting employee retention can require quite a few changes to company policies and hiring processes.
GetFeedback
JULY 4, 2020
Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts.
Fonolo
JULY 7, 2020
The COVID-19 pandemic has impacted industries worldwide, but few others are feeling the heat like the healthcare industry. And we’re not just talking about those working in the front lines. According to the National Post , call centers are being overwhelmed by callers looking for both physical and mental health support. This spike in call volume has resulted in queues that are hours long, and challenges for call center staff. 9 Effective Ways to Handle Call Spikes in a Crisis.
Eptica
JULY 8, 2020
Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). Published on: July 08, 2020. Author: Pauline Ashenden - Demand Generation Manager Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to their customer service questions, whenever a consumer makes contact and whatever channel they choose.
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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.
UJET
JULY 7, 2020
The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.
GetFeedback
JULY 7, 2020
Simplified CX YouTube series episode on how to prove the ROI of your CX program.
Tethr
JULY 6, 2020
It’s too early to brush COVID-19’s sweeping impact aside, but call center leaders are already looking for ways to proactively ready themselves and their teams for the next crisis—or the second wave of this one. While pandemics are rare indeed, things like drastic regulation changes and natural disasters are other scenarios that need careful planning and intellectual anticipation.
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