Customer Service Life
MAY 6, 2019
This article was originally published on CustomerThink on February 28, 2019. Click here to read the original post. I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers.
Unymira
MAY 8, 2019
Managing internal information and projects has become increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.
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SharpenCX
MAY 8, 2019
It only takes one late agent or a few no-shows for your contact center to go haywire. Phones are ringing constantly. Your inbox is full. Live chat and phone queues are getting longer and longer. When your agents answer, customers. Read More. The post Don’t Allow for Absenteeism in your Contact Center any Longer: Six Strategies for Better Workplace Engagement appeared first on Sharpen Contact Center Software.
Fonolo
MAY 7, 2019
While call centers continue to be a crucial component to a company’s customer service strategy, digital avenues are also becoming increasingly popular. In order for brands to remain competitive and provide the level of service consumers are expecting, they must take a multi-pronged approach to their customer service tactics. The call center remains the ideal avenue to funnel in customers who are less tech-literate as well as those with more complex concerns.
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Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”. It was not an unfair question, but it was one for which I had no answer. We needed to change that and so began two-years’ worth of research with the London Business School to identify which emotions drive and destroy value.
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Myra Golden Media
MAY 7, 2019
After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”. In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know?
Callminer
MAY 6, 2019
Contact center efficiency is a struggle for managers at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.
Beyond Philosophy
MAY 9, 2019
In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. We discussed the significance of the insignificant in a recent podcast.
ShepHyken
MAY 6, 2019
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. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. (Team Support) Feedback matters in the customer-centric era of business we work in.
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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.
Myra Golden Media
MAY 6, 2019
Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.” Here are the top three things my consultant advised me to do immediately to achieve the goals she set for me. 1.
Contact Center Pipeline
MAY 8, 2019
The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.” To be off to a flying start is often considered as an advantage, for example: “She was off to a flying start due to graduating at the top of her class.” […].
Beyond Philosophy
MAY 10, 2019
We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens. Likewise, we buy Powerball tickets in the improbable event that we will win. In other words, we are terrible at estimating the probability of unlikely events, for good or ill.
ShepHyken
MAY 7, 2019
Culture Your Culture. Making Customers the Focus of Your Company and its Culture. Shep Hyken interviews Karen Jaw-Madson. They discuss her company, Design for Work Experience; her book, Culture Your Culture ; and the most effective work cultures for customer service. In Shep’s opening monologue, he talks about the difference between a repeat customer and a loyal customer.
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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.
Callminer
MAY 8, 2019
Many contact centers are new to defining what employee engagement looks like, measuring, and figuring out how to tie employee performance to overall company goals.
Contact Center Pipeline
MAY 9, 2019
According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task. Although paying your agents a competitive rate is essential to retaining your top talent, many other factors play […].
GetFeedback
MAY 9, 2019
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. All these resources promise to offer the one right solution to delivering a great customer experience (CX), but there’s one problem: that one right solution is actually different depending on the source. This leaves you with more uncertainty about CX than you had at the start of your research. .
ShepHyken
MAY 10, 2019
This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team. Your business may have the best products and services in the industry, but without effective customer support, consumers would likely not care about your brand. Customer service offers more than just an avenue for your clients to show their support or grievance; it also helps attract new buyers and retain existing ones.
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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.
ProProfs Blog
MAY 9, 2019
You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement? And, are your strategies effective enough to shape their purchasing journey? Consumers today are in command of their product purchasing journey.
Contact Center Pipeline
MAY 7, 2019
Those chatbots that pop up on websites, apps or social media platforms may mimic human interaction, but they aren’t there to replace humans. When used correctly, they provide a helping hand so human agents can focus on what they do best, i.e., solve complex issues. Chatbots or bots are best used to offload tedious, routine […].
GetFeedback
MAY 9, 2019
Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.
Lumoa
MAY 7, 2019
What is Customer Retention is and how can you improve it? We share the best tips on how to improve Customer Retention and tell you more about other relating KPI:s you can use.
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TechSee
MAY 7, 2019
More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns? Sara Turner was looking forward to receiving her new espresso machine. But when she opened the box, she was confused and dismayed to see that the machine was different than expected – there was no milk frother.
Transparent BPO
MAY 9, 2019
Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs. You also want one who looks out for your […] The post Top 12 Qualities to Look for in an Outsourced Contact Center Partner appeared first on Transparent BPO.
GetFeedback
MAY 5, 2019
Imagine your old phone broke down and now you need a new one. You want to treat yourself by buying the latest model of a super popular brand. So, you don’t mind spending a larger amount of money and you buy it. Then, a couple of days later, you realize you don’t understand a bunch of features and you need some extra help from the provider. But somehow nobody replies to your emails.
CrazyCall
MAY 8, 2019
A buyer’s behavior together with sales techniques and processes have evolved significantly. Nowadays, most B2B customers make the decision about their purchase even before a sale rep contacts them. The aim of sales reps is to assist leads in their journey. From the moment they found out about the product until they made a purchase. However, inbound sales strategy doesn’t end here.
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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.
Taylor Reach Group
MAY 7, 2019
By Colin Taylor. I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window of time to answer inquiries and contacts from customers and prospects.
Customers That Stick
MAY 9, 2019
In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service. About The Intuitive Customer. FROM THE PUBLISHER: Consumers are unreasonable – but they’re not stupid.
GetFeedback
MAY 5, 2019
Employee satisfaction surveys are becoming common practice in companies that want to be at the top of their industry. That’s because it’s no longer enough for employees to simply show up for work, they have to also be satisfied and engaged with the work they’re doing to perform at a high level. Specifically, employee satisfaction is the extent to which your employees are happy with their jobs.
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