Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront. They learn about a company’s support software, its products and services, and how to communicate and be empathetic in interactions.

Customer Service 249

Customer Service Coaching Chatbots Best practices 249

Beyond Philosophy

MARCH 2, 2018

Didn’t Blockbuster, Kodak and Circuit City see the end was in sight? Why did they not change? Too many people reject new thinking that will improve their Customer Experience. Why? What is it about human behaviors that does this? In this podcast Colin Shaw and Professor Ryan Hamilton will debate why this is the case and what you should do about it.

Customer Experience 273

Customer Experience 273

ShepHyken

FEBRUARY 28, 2018

Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. It just works.”. In other words, the best customer service is invisible. It just happens. The customer doesn’t have to ask for it. It just gets done the way it’s supposed to. What does get done isn’t always noticed, and shouldn’t be.

Customer Support 251

Customer Support Customer Service Customer Care 251

Call Center Weekly

FEBRUARY 28, 2018

What is an effective way to collaborate with other departments to improve customer experience? There’s no need to overcomplicate things. It always starts with relationships -- genuine, authentic relationships. Apply the same great customer service skills you use with your customers to the people within your organization. When others come to you for assistance, stay positive and upbeat, stay away from “no,” and aim to respond with “let me see what I can do for you” instead.

Finance 157

Finance Engineering Customer Experience Marketing 157

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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.

Contact Center

Callminer

FEBRUARY 26, 2018

Call centers are constantly under pressure from regulatory compliance concerns.

Call Center 182

Call Center 182

ShepHyken

MARCH 2, 2018

This week we feature an article by Christophe Cais who writes about how the internet and Millennials have disrupted retail, suggesting that retail KPIs and incentive schemes need to be evaluated. – Shep Hyken. In luxury retail these days (or any retail, for that matter), it all seems to be about the internet and Millennials, doesn’t it? Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack.

Sales 198

Sales Employee engagement Technology Customer Experience 198

Contact Center Pipeline

MARCH 1, 2018

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no longer enough to coax talented agents to stay, so forward-thinking companies have been looking for other ways to make their organization more attractive to today’s workforce. The following are three proven […].

Contact Center 147

Contact Center Marketing Call Center Management 147

Call Center Weekly

MARCH 1, 2018

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! And another thing that is generally true is that your team members may not tell you they suck. Why? Because they crave the time off the phones! At the beginning of my contact center career I lived through some awful team meetings.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

Aspect

FEBRUARY 27, 2018

You can’t make all people happy all of the time. But even if a large majority of your online customer reviews give a glowing representation of your customer service capabilities, it only takes one bad apple to spoil the bunch. Just how much can one bad review sidetrack a long run of success? Here are a few statistics to consider: 88 percent of people trust online reviews as much as they trust their best friends’ recommendations. 80 percent of people will choose to go elsewhere if they read bad r

Contact Center 128

Contact Center Contact center software Chatbots contact center solutions 128

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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.

Analytics

ShepHyken

FEBRUARY 26, 2018

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. Can awful airline customer service be overridden with AI and analytics? by Scott Kendrick. (tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

TechSee

FEBRUARY 27, 2018

The on-demand economy is defined as economic activity created to meet a consumer demand via the real-time delivery of goods and services. The instantaneous nature of our lives has generated customer expectations for fast, simple, and efficient experiences that rival those of messaging, e-mail, media, and other online functionality available instantly via smartphones.

Customer Service 116

Customer Service Real estate Call Center Enterprise 116

Peter Lavers

FEBRUARY 27, 2018

We’re delighted to announce that WCL Customer Management’s founding director Peter Lavers will be participating at IBM Watson’s showcase Think 2018 conference in Las Vegas in March. Peter will be attending in his role as a IBM Futurist – an independent influencer recognised for his thought leadership and expertise in the field of customer experience and CRM.

CRM 100

CRM Customer Experience Marketing Personalization 100

The Northridge Group

MARCH 2, 2018

All companies have their own unique corporate cultures. The values and attitudes that are pervasive among a company’s employees, guiding how they respond, make decisions, and ultimately deal with change, develop and evolve over time. In small and mid-sized companies, the culture often stems from a key leader or leaders who set the pace. Whether they realize it or not, the key leaders’ actions, modes of operation, and core values are observed and often repeated by others throughout the organizati

113

113

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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

ShepHyken

FEBRUARY 27, 2018

Company Fusion Rather Than Company Confusion: The Importance of a Clearly Defined Culture. Shep Hyken Interviews Denise Lee Yohn, Author of Fusion. Are your brand and culture clearly defined? . . <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Consulting 180

Consulting Consulting Customer Experience Customer Service 180

Customer Guru

FEBRUARY 26, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer centricity 106

Customer centricity Call Center B2B Sales 106

Fonolo

FEBRUARY 27, 2018

Today’s cloud-based call centers are increasingly built on top of platforms created by Amazon and Twilio. That includes newcomers like TalkDesk and Serenova, legacy vendors like Avaya and Genesys and companies from adjacent sectors expanding into call center like ZenDesk. For better or worse, this “stack” is going to define the contours of the next generation of call center.

Call Center 99

Call Center APIs Contact Center SaaS 99

customer sure

FEBRUARY 26, 2018

Some great communicators are born that way. Most of us have to work at it. But it’s worth it. Words are powerful. Used well they can move us, inspire us, motivate us to action. Used poorly, they can make us lose hope. The very best customer service can be undermined by the wrong tone of voice. Yet the worst complaint can be defused and fixed if you get it right.

Customer Service 101

Customer Service Airlines Enterprise Banking 101

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!

Customer Experience

Solvvy

FEBRUARY 27, 2018

The post Customer Experience Is All That Matters appeared first on Solvvy.

Customer Experience 125

Customer Experience 125

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

PeopleMetrics

MARCH 1, 2018

Wouldn't it be great if you could predict how much revenue you'd be receiving 2 months from now? 6 months from now? A year from now? Finance departments take lots of factors into consideration when trying to make long-term revenue predictions, but often fall short because they're not seeing the whole picture. In this edition of #CXSecrets, I'm going to reveal how measuring customer experience can help companies more accurately predict long-term revenue.

Finance 97

Finance Feedback Consulting Consulting 97

Nexmo

MARCH 2, 2018

So, you’ve been set up for a blind date by your friends Bob and Carol, who it turns out are fantastically bad judges of character. Your date is rude, has terrible table-manners and to be honest, smells funny. You need to get out of this date, fast. You’ve got two choices. The first is a […]. The post Getting Out Of A Bad Date (With Fitbit and Nexmo) appeared first on Nexmo.

92

92

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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.

Mindtouch

FEBRUARY 26, 2018

5th annual TOP Customer Success Influencers and Strategists: It is with great pleasure that MindTouch will be releasing not one but two syndicated lists, combined into a single micro-site, un-gated, and open for public viewing. The list revolves around thought leadership in the customer success community. The first is our TOP 25 Customer Success Influencers and the second is our People’s Choice, TOP 100 Customer Success Strategists.

Marketing 91

Marketing Accountability Customer Experience 91

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. The trouble is, many have rushed to use them without fully considering their limitations. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. According to Forrester, most chatbot failures occur because they attempt to handle too many tasks.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting.

SaaS 96

SaaS Feedback Surveys B2B 96

Kayako

FEBRUARY 28, 2018

There are so many different ways to onboard new employees with a training program. It can be hard to know which way to start, especially if it’s your first time. You need to consider what kind of culture you are trying to foster, what priorities you want your team to have, and make a plan to preemptively correct problems and questions before they’ve even come up.

Customer Support 85

Customer Support Education Feedback Construction 85

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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

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations in delivering unparalleled experiences to their customers and creating raving fans for themselves.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

Amity

FEBRUARY 26, 2018

Congratulations! You have successfully made the case for Customer Success and your organization has realized that investing in a customer success program will help provide more value to your customers. However, recognizing the need for a customer success program and actually working on implementing one are two completely different stories. Even if you see the merits, you will eventually face your first roadblock, which is, where to begin?

Upselling 84

Upselling SaaS Feedback Sales 84

GetFeedback

FEBRUARY 27, 2018

Empowering your support team by using the right feedback solution is crucial to a company's success. Here are five customer support surveys to use.

Surveys 78

Surveys Customer Support Feedback 78