CX Global Media
MARCH 31, 2021
I have always liked Starbucks. You can’t beat a venti pumpkin spice latte on a crisp morning. Then, my affinity for their green and white. Read more. The post Customer Service Expectations – How to Get Inside Your Customer’s Imaginations appeared first on Customer Experience Strategy and Tactics.
Interactions
APRIL 1, 2021
At any given moment, my phone has at least five notifications from apps, mail, texts, and missed calls. Consumers face information overload on a daily basis. But we are also reliant on it. One of those notifications is usually from my pharmacy telling me to reorder my prescription, another is from my favorite brand informing me that my order has been shipped, and another is letting me know that my credit card has been charged. .
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Call Experts
APRIL 1, 2021
A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It’s a file that plainly and concisely lays out how contact center representatives and technologies are expected to manage your callers. A script’s goal is to manage the customer experience via detailed, consistent, and productive conversations.
ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
MARCH 27, 2021
What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
MARCH 31, 2021
Welcome to the CallMiner Research Lab blog! We are excited to share what we are working on and what we are thinking about.
ShepHyken
APRIL 2, 2021
This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.
Beyond Philosophy
APRIL 2, 2021
Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.
CX Global Media
MARCH 30, 2021
Customer experience transformation is achievable through embracing market-proven, tried, and tested ideas. These are techniques people with ongoing projects can use to keep the momentum. Read more. The post Customer Experience Transformation: Can Market-Proven Ideas Boost Your Customer Engagement? appeared first on Customer Experience Strategy and Tactics.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Fonolo
APRIL 1, 2021
For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
ShepHyken
MARCH 30, 2021
The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.
Contact Center Pipeline
APRIL 2, 2021
There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Could there be much more change in the air than in our centers? Talk of agility in dealing with the changing […].
TELUS International
MARCH 31, 2021
Is COVID cashlessness an enduring trend? Learn more about the changing digital payments landscape and the trends shaping the cash vs. cashless debate.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Fonolo
MARCH 30, 2021
Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call. If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.
ShepHyken
MARCH 29, 2021
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 Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry.
Contact Center Pipeline
APRIL 1, 2021
As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the new administration will bring many changes to our society and our economy. Predictions as to what these changes may be are fraught with peril. President Biden’s narrow majorities in both houses […].
Inbenta
MARCH 30, 2021
Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Fonolo
APRIL 1, 2021
Customer experience (CX) continues to be a hot topic in the contact center world. Now, more than ever, companies are evaluating their goals and priorities for the coming year in the context of our “new normal”. Explore Contact Center Trends for 2021. How can businesses position themselves for success when the future is so uncertain? Our resident expert and CEO Shai Berger sat down with seven leading experts and influencers in the CX space to find out what their predictions are for the coming yea
ShepHyken
MARCH 31, 2021
It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.
Contact Center Pipeline
MARCH 31, 2021
March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country and the promise of a return to some form of normality in our lives. But we’re not there yet. As our most popular blog posts in March demonstrate, contact center professionals […].
The Northridge Group
MARCH 29, 2021
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service experiences. Read highlights from Northridge’s latest report in the infographic below: To access the full State of Customer Experience 2020 report, please fill out the form below.
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Totango
MARCH 30, 2021
If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?
Avoxi
MARCH 29, 2021
Buy Online Get a Free Demo Interstate Call Recording Laws & Compliance (2021) Call recording laws can be complex, but compliance doesn't have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant. Staying Compliant… The post Interstate Call Recording Laws & Compliance (2021) appeared first on AVOXI.
Contact Center Pipeline
MARCH 30, 2021
I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little boy, I would start to cry anytime I heard the song, “The Ballad of Davy Crockett.” It didn’t have to be on TV or on the radio to have this […].
HelpCrunch
APRIL 1, 2021
Customers love chatting. At least, live chat is their channel of choice when they do need to contact support. Chatting is fast, it allows to multi-task, and a chat conversation can be saved for later [ … ]. The post 10 Live Chat Best Practices You Can’t Go Without appeared first on HelpCrunch blog.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Concentrix
MARCH 29, 2021
Award recognizes innovation in Voice of the Customer technology and analytic services Concentrix is proud to announce that its ConcentrixCX Voice of the Customer (VOC) solution has been awarded CUSTOMER Magazine’s Product of the Year. Every year, CUSTOMER recognizes vendors whose products and solutions demonstrate a dedication to quality in solutions that benefit the overall.
SmartAction
APRIL 1, 2021
Let’s be honest. The last situation anyone wants to encounter when facing an issue is a voice on the other side of the line that cannot perceive human interaction. Whether it’s reporting an outage or making a payment, customers want the least amount of interaction friction, and in the past, calling into a customer service line has been anything but.
TechSee
MARCH 30, 2021
Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or repla
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