BlueOcean
JANUARY 8, 2019
One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: • 37% of customers would change their supplier. • 28% would post a negative online review. • 26% would complain via social media. • 13% would tell friends/colleagues. • 10% would inform the media.
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
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Contact Center Pipeline
JANUARY 10, 2019
Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices, technology acquisitions, and customer relationships. Contact centers must operate on solid ground or they will crumble. The result is increased costs […].
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to.
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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.
CX Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
JANUARY 6, 2019
3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.
ShepHyken
JANUARY 8, 2019
The Culture of Caring. Creating an Unforgettable Customer Experience Every Time. Shep Hyken interviews Claire Boscq-Scott. They discuss the importance of a workplace culture of caring and how it can positively impact the customer experience. Shep’s Opening Monologue. In Shep’s opening monologue, he elaborates upon the idea of amazing your employees so that they, in turn, can amaze your customers.
Steve DiGioia
JANUARY 7, 2019
My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I can’t take these people, I hate customers!”. I looked around to see another waitress mumbling and shaking her head as she walked through the diner. She clearly was upset at something that happened.
CX Global Media
JANUARY 8, 2019
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. A primary mission in modern learning is to disrupt the the old-school ways of training and provide ways for modern learners to be more engaged and to “do” new things, instead of just learning about it. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value.
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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.
TechSee
JANUARY 8, 2019
Billing and payment issues represent a top driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such as customer profile changes or subscription cancellations. However, some inquiries are much tougher to handle: an unexpected charge, or first bill, for example. Often, the greatest challenge is simply understanding the customer’s issue in the first place.
ShepHyken
JANUARY 7, 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. What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak. (LinkedIn) Glancing over the New York Times app for your daily briefings as you brew your coffee, you head to the counter to discover a box from Blue Apron to prepare Mexican-Sp
Contact Center Pipeline
JANUARY 8, 2019
A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat Your Customers, customer experience pioneer Jeanne Bliss saves companies from their worst behaviors and brings out their best with one simple test for everything they […].
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.
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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.
Peter Lavers
JANUARY 10, 2019
Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! . Each contributing author – including my fellow IBM Futurist Shep Hyken – has shared their tried and tested secrets for building that rare combination of happy agents and loyal cu
ShepHyken
JANUARY 11, 2019
This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund.
Contact Center Pipeline
JANUARY 9, 2019
“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating shouldn’t change because I quit my job and started my own business!” Do these customer complaints sound familiar? My clients in the financial services industry are faced with these […].
Customer Contact Central Submitted Articles
JANUARY 10, 2019
Whatever industry your business is a part of, here’s a simple strategy to turn classic “customer experience” theories into a practical approach to Wow your customers.
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!
ProProfs Blog
JANUARY 10, 2019
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. While many experts in this segment may offer you great insights, finding all the trends at one place is kind of tricky.
Avoxi
JANUARY 10, 2019
With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He also understands the risks and rewards communications providers face as they attempt to align resources with customer needs. Learn from the @CXpert’s customer undertakings and wisdom.
Nextiva
JANUARY 10, 2019
There are a million ways to communicate with your customers these days, but voice communication is still a step above all the tweets and chat boxes out there. That’s why a business phone line is so important. Being available to answer questions or assist with issues on the phone can make all the difference to […]. The post How Much Is A Business Phone Line?
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
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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.
The Northridge Group
JANUARY 9, 2019
Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items. The internet allows consumers to compare car insurance rates in seconds, discover a new makeup product by watching a social media star on YouTube, or get recommendations for plumbers from 500 of their closest friends.
Fonolo
JANUARY 10, 2019
Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. Almost any element of a company can be outsourced, anything from data entry to graphic design. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers.
Nextiva
JANUARY 7, 2019
Every business needs a phone service. You have customers to call, vendors to bargain with, and teams to coordinate. Sure, you can use email, smartphones, and messaging apps. But nothing really comes close to a reliable, always-on phone service purposely designed to optimize voice-based communications and help your business keep in touch with people who […].
ProProfs Blog
JANUARY 10, 2019
Gone are the days when companies could ignore the value of customer support. Customers today are highly demanding and look for instant help. They hate to wait when they have to get their problems resolved. Humans in your customer support team are increasingly finding it difficult to delight your customers. This is why you need another member of the team who makes their life easy.
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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.
Customer Experience Matters
JANUARY 7, 2019
If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges.
Nextiva
JANUARY 9, 2019
If you’re running a business, chances are you have some sort of phone system in place. At some point you may start considering an upgrade to your phones or perhaps shopping for a new system altogether. As part of this process, you’ll probably be asking yourself, “How many phone lines do I need for my […]. The post How Many Phone Lines Do I Need for My Business?
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