Etech GS
APRIL 30, 2019
Contacting a company in the hopes of resolving an issue only to receive less-than-impressive service is likely a scenario you’ve personally encountered at least once in your lifetime. It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand.
VocalCom
APRIL 29, 2019
When designing great customer experiences, every brand should think about its self-service. As much as customers appreciate agents who help solve their problems, many prefer to resolve simple issues themselves. Gartner states that 81% of customers attempt to find solutions on their own before contacting an agent. Here are five rules for creating self-service options that truly benefit your customers.
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Calltools
MAY 1, 2019
The success of any business depends on effective communication and a good rapport between your customers and your staff. What does a relationship built on good rapport look like? It means that your staff and your customers have an agreement and mutual understanding. It implies that they have a sense empathy for each other that makes communication seamless and effortless.
Beyond Philosophy
APRIL 28, 2019
What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.
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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.
ShepHyken
MAY 1, 2019
I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem. That’s part of the customer experience, but there is much more to CX than service. It’s the entire journey, from the moment a customer thinks about doing business to any and every interaction point, whether it’s in person, on a digital channel, or with the produc
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Center Weekly
MAY 1, 2019
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory. Service failures are anticipated, and recovery is automatic.
Beyond Philosophy
MAY 3, 2019
Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant.
ShepHyken
MAY 3, 2019
This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . As has been widely documented, the balance of power in today’s marketplace has shifted away from the town square and to the customer.
Myra Golden Media
APRIL 29, 2019
Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.
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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.
Call Center Weekly
MAY 2, 2019
By Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management. Even typing that feels a bit underwhelming because management conjures up thoughts of scheduling, status reports and approving PTO; however, when done right management is truly the catalyst for achieving business outcomes.
Contact Center Pipeline
MAY 1, 2019
Hoarding data has been the standard practice for most businesses for years. Whether it’s customer data, email, survey data, presentations, reports, zip files, log files, call recordings, employee information, old versions of documents, account information—companies have stockpiled vast amounts of information. Gartner defines this as dark data—“the information that organizations collect, process and store during […].
ShepHyken
APRIL 30, 2019
Customer Obsession. Subscribing to the Customer Relationship to Win in Business. Shep Hyken interviews Patrick Campbell. They discuss subscription models, company culture, hiring right, and becoming “customer-obsessed.”. In Shep’s opening monologue, he talks about innovative ways to use a subscription model to enhance your business. The Interview with Patrick Campbell: Any and every company should consider implementing a subscription model.
ProProfs Blog
APRIL 30, 2019
We at ProProfs bring to our readers a thought-provoking conversation we had with Shep Hyken , the Customer Service and Experience Expert. He is the Chief Amazement Officer of Shepard Presentations. A bestselling author featured on the New York Times and Wall Street Journal, he has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
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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.
TechSee
APRIL 30, 2019
How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. They call Company A and wait on hold for seven minutes before speaking with a customer service representative. They explain the reason for their call and are transferred to the appropriate department (on hold for another four minutes).
GetFeedback
APRIL 29, 2019
Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. In fact, 90% of SMS messages are read in the first 3 minutes and 82% of people say they open every text message they receive. Not only does SMS have a high engagement rate, but according to a study conducted by the University of Michigan , people are more likely to give accurate feedback over text.
TeamSupport
MAY 3, 2019
Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.
SharpenCX
APRIL 30, 2019
What do you call a fiercely loyal grocery shopper who only shops at Wegmans? A Wegmaniac. That’s right – Wegmans’ customers love the Rochester, N.Y. chain so much, they’ve given themselves a nickname. And, one even re-upped a football contract. Read More. The post How the Best Brands in the World Blend Workforce Engagement and a People-First Mission to Keep Employees (Call Center Agents Included) appeared first on Sharpen Contact Center Software.
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!
OctopusTech
APRIL 30, 2019
Ecommerce platforms essentially assist online businesses and shoppers in managing a myriad of functions such as inventory, creation of accounts, wish lists, maintenance of order histories and assessing margins. While the involvement of a solution provider such as Pay Pal may suffice a smaller ecommerce portal, growing businesses that keep innovation as their benchmark, and introduce newer products everyday may need a more robust support.
GetFeedback
MAY 2, 2019
Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018.
CSM Magazine
MAY 1, 2019
It is often the small details that customers notice and remember more than the product they purchased. Pay attention to the little things and your customers will love you even more. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls.
Nexmo
MAY 2, 2019
After you’ve chosen a solution that will help your business meets its goals, all that stands between you and those desired results is implementation. Depending on the solution you choose and the provider’s commitment to customer onboarding, that implementation can range from a seamless deployment path to a painful process mired in complexity and missed expectations.
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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.
Liveops
MAY 3, 2019
Insurers are creating products for the gig economy but are they tapping it for talent? With two-thirds of working Americans anticipated to take part in the gig economy in less than 10 years, the uber-traditional industry of insurance is making inroads into this paradigm. In the gig economy, there are all kinds of challenges in navigating liabilities and industry giants are assessing how to respond.
Vonage
APRIL 30, 2019
When customers call support for help, they’re already facing problems. But once the phone rings, in far too many cases, they’re plunged into a real nightmare: seemingly infinite IVR prompts, endless hold times, and - just as they’re at their wits end - a connection to a live agent who’s not equipped or incentivized to help them. All your customer experience efforts are destroyed in the space of a single call!
CSM Magazine
MAY 2, 2019
A well-planned and maintained knowledge management system is the cornerstone of a successful customer experience strategy. No matter how great your product or service may be, customer experience can make or break your business: Modest improvements to customer experience can generate up to $775 million over three years for a company. 70% of consumers say they will continue to support companies that give them great customer experience.
Customer Service Life
MAY 3, 2019
In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.
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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.
Nicereply
MAY 2, 2019
It is every company’s responsibility to realize the difference that well-trained CS can make to its bottom line: financially, and reputation-wise. In today’s competitive global economy, companies have to be run like a tight ship and make sure that they are doing all they can, in the best way possible, to stay in business and be ahead of the competition.
Totango
MAY 3, 2019
Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.
teleopti
APRIL 30, 2019
From experience Teleopti believes successful companies start with inspired people and here CEO, Olle D?ring outlines 7 winning strategies to make your organization a great place to work. At Teleopti we agree with the saying “ to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend more waking hours with their colleagues than they do with their own partners or families so keeping them happy and engaged should be a top priority.
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