ChurnZero

JULY 12, 2019

This is a guest blog post by Andy Mura, the Head of Marketing at Userlane. When you think of the reasons why churn happens , what immediately comes to mind? Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through.

Accountability 75

Accountability Metrics Education Marketing 75

Transparent BPO

JULY 9, 2019

Most of the clients served by Transparent BPO are U.S.-based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture. They watch the same TV shows, listen to the same music, follow the same sports teams, and so on. Tourism also helps bridge the culture gap.

Contact Center 95

Contact Center Gamification Entertainment Consulting 95

Beyond Philosophy

JULY 11, 2019

When we buy things, our memory generates the choice set that we have under consideration. It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . For example, pretend that you are out with friends and need to pick a restaurant.

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Consulting Consulting Benchmark Advertising 297

Tethr

JULY 11, 2019

Recently, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. Lauderdale with Tim Donchez, Continuous Improvement Director at Lutron Electronics. Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.

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Contact Center Government Surveys Scripts 76

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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

Contact Center

ShepHyken

JULY 10, 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.

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Customer Service Customer Experience 328

Callminer

JULY 8, 2019

A customer experience analysis is an important tool for identifying potential shortcomings and improving the customer experience.

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Customer Experience 207

Contact Center Pipeline

JULY 10, 2019

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].

Contact Center 185

Contact Center Surveys Analytics Call Center 185

ShepHyken

JULY 8, 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. This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley. (Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

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Customer Service Customer centricity Customer Care Finance 308

Myra Golden Media

JULY 10, 2019

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

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Customer Service Accountability Customer Experience 204

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Sales

Callminer

JULY 10, 2019

By analysing every interaction for empathy, it’s possible to identify how your call center agents turn a difficult call into a good customer outcome.

Contact Center 182

Contact Center Call Center 182

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. In many cases, the actual words selected do very little to communicate the speaker's intended message. We must reach below the surface to capture the truth.

Personalization 175

Personalization Feedback Customer Service Customer Support 175

ShepHyken

JULY 9, 2019

The Five Core Values of Company Culture. Creating Amazing Customer Experiences From the Inside Out. Shep Hyken interviews Michelle Hayward. They discuss how to create and cultivate the core values and culture that keep companies strong. The Interview with Michelle Hayward: Michelle is a firm believer in the culture and values of a company. She shared the five most important tenets of company culture.

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Employee engagement Consulting Consulting Accountability 306

Myra Golden Media

JULY 11, 2019

One morning I was using the kiosk at the airport to check-in for my flight. Self-service check-in is something I do, all of the time. I like using self-service, and most of the time, I know what I’m doing. But on this day, something went wrong, and I wasn’t able to print my ticket. An employee with the airline noticed I was stuck. She walked over and asked if I needed help with anything.

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Self service Airlines Customer Experience Customer Service 159

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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.

Cloud contact

Contact Center Pipeline

JULY 9, 2019

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.” For some, this becomes more of a […].

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Contact Center Technology Call Center 153

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. With labor being the most significant expense in contact centers, labor is even more costly when you’re unable to retain it. Retention of productive agent is a major concern of HR professionals and business executives.

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Contact Center Coaching Employee engagement Call Center 120

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. He shares some examples of how this technology can be a difference-maker. Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers.

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Customer Experience Technology Enterprise Analytics 292

Myra Golden Media

JULY 12, 2019

Read the webinar outline and signup!

Customer Experience 136

Customer Experience 136

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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.

Contact Center

Contact Center Pipeline

JULY 11, 2019

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management.

Government 145

Government Management Customer Service Employee engagement 145

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. The most significant factor that differentiates contact centers in their struggle with employee engagement is the skill and strength of leadership. While some people have a natural ability towards leadership, all people need continuous development in leadership.

Contact Center 120

Contact Center CCNG Morale Coaching 120

UJET

JULY 11, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction.

Customer Support 111

Customer Support Sales Customer Experience Customer Service 111

Myra Golden Media

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 136

Contact Center Calibration Coaching Feedback 136

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Contact Center

Return Customer

JULY 10, 2019

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote. We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly.

Customer Service 109

Customer Service Journey mapping Advertising Chatbots 109

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Once agents move beyond your on-boarding process and their new hire learning curve, it’s time to focus on enabling their performance. While some people in frontline roles excel at a faster rate than others, performance lifts are possible among the bulk of your agents.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

UJET

JULY 10, 2019

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests.

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Customer Support outsourcing Call Center Surveys 111

Fonolo

JULY 10, 2019

Ah, the great outdoors. In Canada, we are blessed with an abundance of wildlife, majestic mountains, pristine lakes, and seemingly endless forests. Since the 1970s, if you were an experienced outdoorsman seeking to explore the authentic, raw, outdoors, then a trip to your local Mountain Equipment Co-op (MEC) was in order. Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear.

Healthcare 103

Healthcare Call Center Self service Engineering 103

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Marketing

Concentrix

JULY 10, 2019

The post Concentrix Stands Out as a Leader with Star Power appeared first on Concentrix.

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CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. This is one area of the agent journey that can be dramatically different from one organization to the next. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge.

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Contact Center Chief Customer Officer Employee engagement Call Center 120

Toister Performance Solutions

JULY 9, 2019

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Imagine a customer service manager needs to hire a new representative. There are probably a lot of other employees they depend on to get that done.

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Customer Service Advertising Consulting Consulting 91