3 Ways to Balance Between Acquisition and Retention
Lumoa
JUNE 30, 2020
Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly.
Sat.Jun 27, 2020 - Fri.Jul 03, 2020
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You Can’t Automate Your Customer Relationship
ShepHyken
JULY 1, 2020
I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.
Gartner® Research: Boost Customer Service Performance with Smart Coaching Tools
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Re-Imagining Your Customer Experience in a Time of Change
Beyond Philosophy
JULY 2, 2020
Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
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How to Run a Voice of the Customer (VoC) Program
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to run a successful VoC program.
The Perfect Call Center Agent Does Exist
Fonolo
JUNE 30, 2020
So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.
7 omnichannel contact center capabilities for business continuity
Talkdesk
JULY 1, 2020
Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. Even before the coronavirus outbreak, companies already experienced an average of 1.5 million customer conversations a year through digital channels — a number that is only expected to grow in the coming months.
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings
Myra Golden Media
JULY 1, 2020
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.
The State of Digital Customer Experience Report 2024
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Top 5 Posts in June
Contact Center Pipeline
JUNE 30, 2020
More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored the value of frontline staff, what works and doesn’t work for contact center operations in the near- and long-term, as well as how the agent’s role is evolving. Also, Pipeline readers […].
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Your Customers Are Always Watching – Tip #5
Steve DiGioia
JULY 2, 2020
What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?
Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service
ShepHyken
JULY 3, 2020
This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers. After all, any good brand out there does not just only have customers. They also have followers and brand advocates. You can achieve that by providing the best customer service possible.
Reimagine Your Communications With A Unified Platform
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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.
E141 – Grasp The Opportunity The pandemic Brings To Unlock Growth Subtitle: Reimagining Your Customer Experience in Time of Change
Beyond Philosophy
JUNE 27, 2020
Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer.
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Hold On, I’m Comin’: What to Do with Callers on Hold
Contact Center Pipeline
JULY 1, 2020
The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for a fact that they weren’t referring to actually “being on hold.” However, with lyrics like “reach out to me for satisfaction; call my name for quick reaction,” one can start to […].
10 Omnichannel Customer Service Best Practice Tips
Callminer
JUNE 29, 2020
Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Improving the player experience by combatting games fraud??
TELUS International
JUNE 29, 2020
Games fraud is on the rise as the gaming industry continues to experience significant growth. Discover best practices for combatting games fraud while improving the player experience.
Customer Experience Management Tools and How They Can Help
Aspect
JULY 2, 2020
As we move toward economic, social, and business recovery from C OVID -19, while simultaneously navigating the social , mainstream and alternative media environments, the customer experience is more important than ever. How a customer perceives your brand has never had a more direct impact on your brand’s viability as it does now. The customer experience has always been correlated to sales, brand loyalty, and recommendations and t he rise of social media has only amplified this effect and raised
Contact Center Pipeline Magazine: Inside Our July 2020 Issue
Contact Center Pipeline
JULY 2, 2020
With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].
Interested in Digital De-escalation Training?
Myra Golden Media
JULY 3, 2020
As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives.
New Thinking About an Old Problem - Contact Center Employee Attrition
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
Customer service: what you can learn from great business leaders
Eptica
JULY 2, 2020
Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.
The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
SharpenCX
JULY 1, 2020
We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret. It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust.
40 Best Customer Service Books We’d Recommend to Support Operators
ProProfs Blog
JUNE 30, 2020
“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.
How to Use Machines to Deliver Great Customer Support
GetFeedback
JUNE 29, 2020
Scale your hyper-personalized customer support program with the help of AI and chatbots.
3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Automated field service scheduling: the power of Computer Vision AI
TechSee
JUNE 30, 2020
Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. 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. These activities almost always have a negative effect on operations. Human schedulers must keep up to date with multiple technicians, including their availability and skills.
3 Communications Strategies to Use During a Crisis
Totango
JUNE 30, 2020
Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.
5 Recommendations for Reopening your VoC Program
PeopleMetrics
JUNE 29, 2020
In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process.
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