Beyond Philosophy
AUGUST 1, 2018
I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.
Callminer
JULY 30, 2018
Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91 suppliers each last year, with electricity suppliers hit the hardest. While these numbers are alarming, the report shows that the rate of switching last year is almost three times the average over five years (0.68 suppliers per person).
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SharpenCX
AUGUST 1, 2018
When you’re overwhelmed and it feels like every customer interaction is one that needs undivided attention, it may be easy to think the answer is locking your agents down until they solve every remaining customer problem. Whew, no more customer problems? Now, that would be a relief, wouldn’t it? Except that’s not the way it [.]. Read More. The post 6 Contact Center Tips to Boost Agent Morale appeared first on Sharpen Contact Center Software.
SoliCall
JULY 31, 2018
Virtualization and cloud computing were the triggers for the emerging market of cloud-based call centers. We see more and more vendors offering cloud-based contact center software. If you are looking for a proof that this is no longer a small niche, just take a look at the efforts that Amazon is investing in its new Amazon Connect cloud-based contact center.
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Fonolo
AUGUST 2, 2018
We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?
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
AUGUST 3, 2018
By Kathy Holdaway Good leaders make people feel that they're at the very heart of things, not at the periphery. Everyone feels that he or she makes a difference to the success of the organization. When that happens people feel centered and that gives their work meaning. - Warren G. Bennis Leadership is an art and a science. It is an art because it continually evolves, changes form, and requires creativity.
ShepHyken
AUGUST 1, 2018
I can’t make this “stuff” up. It really happened! The other night I was at a very nice – and very expensive – steakhouse restaurant. This place was top rated for their steaks and seafood. We all ordered a salad. As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half the amount.
Beyond Philosophy
AUGUST 3, 2018
Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fail to get results. Colin has led hundreds of successful programs and understands the key issues to avoid. Listen for actionable steps you can take today. The post Why Customer Experience Programs Fail appeared first on.
CX Accelerator
AUGUST 1, 2018
Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?
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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.
Callminer
AUGUST 1, 2018
Here are four ways speech analytics assists healthcare providers with regulatory compliance.
ShepHyken
AUGUST 3, 2018
This week we feature an article by Eugene Aronsky who talks about good customer service versus bad customer service and how proper training and proper knowledge are key to answering any question that a customer may have. – Shep Hyken. “Good customer service is essential for a successful business.” This is a statement that is rarely disputed by most business owners.
Steve DiGioia
JULY 30, 2018
because one size doesn't fit all. This original article was written by Steve DiGioia. I’m easy to please, at least I think so; and I’m not high-maintenance. I don’t have unreasonable requests, and I understand things don’t always go as planned. I’m flexible and adaptable. I wish more people were like that too (boy, I’ve dealt with some crazies over the years…).
Myra Golden Media
AUGUST 3, 2018
Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. I immediately made screenshots of my chat and sent the images to my Cleveland client. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.
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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.
Callminer
JULY 29, 2018
CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.
ShepHyken
JULY 31, 2018
Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.
Contact Center Pipeline
AUGUST 2, 2018
It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact Center Pipeline. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […].
CX Accelerator
AUGUST 1, 2018
Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Call Center Weekly
AUGUST 1, 2018
By Sean Hawkins Who should be in charge of your company's social media, Customer Service, Marketing, or perhaps Sales? For organizations wanting a positive and meaningful presence on social media, this question must be answered with thoughtful consideration. There are varying opinions among experts, and I must confess, I find relevancy in most of them.
ShepHyken
JULY 31, 2018
Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction.
HelpCrunch
AUGUST 3, 2018
Want to improve customer communications at your SaaS company? Read these five tips based on science and our own experience. The post 5 not-so-obvious tips to improve customer communications for your SaaS business appeared first on HelpCrunch blog.
TechSee
JULY 31, 2018
In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. To ensure they meet these challenges, Gartner predicts that by 2021, more than 50% of B2C FS organizations will rely on applications or technologies from small field service management providers.
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Contact Center Pipeline
AUGUST 1, 2018
My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw data used in forecasting. This is a transcript of that interview, which we hope may be of use to others who are just starting out with their own rules about cleaning […].
ShepHyken
JULY 30, 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. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . (Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience.
GetFeedback
AUGUST 2, 2018
Have you ever sent a survey and realized, after the fact, that your questions were confusing or misleading? It happens to everyone at some point. And while bad survey questions aren’t the end of the world, they can easily muddy your data and derail your business decisions. Let’s take a look at the most common pitfalls and how you can avoid them.
Customer Guru
AUGUST 1, 2018
Written by Vivek Jaiswal | Co-founder, Customer Guru. Are you adding NPS as just another question in your customer satisfaction survey? Measuring NPS by asking the ‘Ultimate question’ is a good start, however, when an organisation sets out to implement it as a measure of customer loyalty, it should be especially wary of considering it as just another question in the feedback survey.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Contact Center Pipeline
JULY 31, 2018
Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey data isn’t […].
aircall
AUGUST 3, 2018
Months of stress, pounds of paper, and waves of regret over whether you could’ve gotten a better deal. Historically, these have been the inevitable side effects of buying or selling a home. Now, one San Diego startup is poised to disrupt that equation with a smart take on a familiar formula. Not only does its proprietary technology eliminate hours of back-and-forth busywork, it also gives clients the kind of transparency that translates into thousands of dollars in savings.
Customer Experience Matters
JULY 31, 2018
One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video identifies six key characteristics to keep in mind whenever you’re dealing with all types of people. This video is a great introduction to a discussion with your team.
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