Customer Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
ShepHyken
MAY 8, 2020
This week we feature an article by Jay Baer , founder of Convince & Convert. He shares insight on gaining and interpreting customer feedback. Editor’s note: This post was originally published on Jay Baer’s site, Convince & Convert. Customer feedback is a gift. I believe that. I wrote a whole book about it called Hug Your Haters.
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Contact Center Pipeline
MAY 5, 2020
According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they can work together to improve brand loyalty and customer service metrics. Short-term customer service interactions comprise one of the building blocks […].
Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
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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.
Myra Golden Media
MAY 7, 2020
When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy. You’ll find you create calm and maintain control when you lead with empathy. GET MORE IDEAS LIKE THIS.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
MAY 6, 2020
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a very different social contract than what has been in place over the past decade when they predominantly worked traditional 8- to 10-hour shifts. Today, it’s not unheard of for agents to […].
Beyond Philosophy
MAY 2, 2020
I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promote customer-driven growth.
Myra Golden Media
MAY 8, 2020
We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.
ShepHyken
MAY 5, 2020
Crisis Management and the Customer Experience. How to Adapt and Handle a Global Crisis Without Sacrificing Your Customers. Shep Hyken interviews Ronn Torossian, CEO of 5W Public Relations. They discuss strategies for managing PR and global crises while strengthening your relationships with your customers. Top Takeaways: A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values.
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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.
Contact Center Pipeline
MAY 4, 2020
What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true. Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […].
Victor Midgley
MAY 4, 2020
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Myra Golden Media
MAY 7, 2020
My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s GroupMe app. Employees rushed around their homes to find everyday items: toothbrush, paperback novel, tv remote, candle, Airpods, olive oil, and so on. The activity took less than ten minutes, and it set the tone for a fun, upbeat virtual meeting.
ShepHyken
MAY 4, 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. Customer Experience is the way! But where is its value? by Thomas Wieberneit. (Epikonic) What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and delivery to these promises.
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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
MAY 7, 2020
In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders I know. All have held senior leadership positions at enterprise-level contact centers. They are also sought-after speakers at industry events, such as the annual GTACC (Greater Toronto Area Contact Center Association) […].
Victor Midgley
MAY 2, 2020
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Myra Golden Media
MAY 4, 2020
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.
ProProfs Blog
MAY 6, 2020
The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. Why? To find an answer to this question let us shave a look at some of the stats.
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!
TechSee
MAY 5, 2020
Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.
Victor Midgley
MAY 4, 2020
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Cyara
MAY 5, 2020
My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart.
GetFeedback
MAY 3, 2020
The top 9 skill sets you need in your core customer experience team in order to succeed.
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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
MAY 5, 2020
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three recessions I have faced in my career, the best advice I can offer these businesses is to focus their energy on their employees, customers, and communities. Protect your Infrastructure. People are not only key to your infrastructure but they are your most important asset.
Victor Midgley
MAY 2, 2020
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Aspect
MAY 6, 2020
Up until now, we have largely discussed ways to help agents with workforce optimization tools and processes. Agents on the front line are in a rapid shift and require most initial focus. But when agents move from a centralized location to a distributed environment and the very culture of the organization is in flux, many of the existing workforce management (WFM) assumptions and parameters should be re-examined.
Toister Performance Solutions
MAY 7, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. The research started as a quest to discover the most effective ways to delight customers. It soon took an unexpected turn. Matt Dixon and his colleagues found that delighting customers didn't pay.
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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.
ProProfs Blog
MAY 6, 2020
Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers. Undoubtedly your product is a significant contributor in convincing people to invest in your business, but this isn’t enough, especially when customer demands
Wowdesk Blog
MAY 6, 2020
Customer complaint management is the most overlooked hotel management technology. Alarmingly, a huge number of hotels are dependent on manual processes to manage their guest complaints and requests. And from what we know, results are not impressive. . No one can avoid customer complaints, but how you and your team manage the concerns can make or break your hotel or restaurant.
Aspect
MAY 8, 2020
The events over the past several weeks have had an impact on businesses across the globe. Grocery stores have one-way aisles , no toilet paper to be found, limited quantity restrictions on eggs and a fraction of the number of customers permitted by fire codes allowed inside. Dine – in restaurants have be come take-out only and, in some cases, become mercantiles , selling bulk ingredients such a s flour, yeast and those hard to come by paper products.
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