Voiance

FEBRUARY 12, 2019

In 2016, Voiance collaborated with author and customer service speaker Jeff Toister. Jeff is the president of Toister Performance Solutions, Inc. and the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. He’s also authored several customer service training videos on lynda.com including Customer Service Fundamentals and Managing a Customer Service Team.

Customer Service 63

Customer Service Management Employee engagement 63

CX Global Media

FEBRUARY 14, 2019

80% of contact center agents leave because of their relationship with their immediate supervisor. But with all relationships, it’s much better to give first – so that you shall receive. Follow these tips for building a better relationship with your Supervisor. She’ll likely love you for it! Your Supervisor today is like that elementary school teacher that you are still in touch with and will most likely be in touch with for the rest of your life.

Coaching 220

Coaching Contact Center Call Center Personalization 220

Myra Golden Media

FEBRUARY 15, 2019

When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. 1. Listen (Try to be fully present, listening without annoyance.). 2. Identify the subject that has hacked the customer off. (This tends to be the thing they bring up repeatedly.). 3.

Airlines 263

Airlines Customer Service Call Center 263

ShepHyken

FEBRUARY 13, 2019

Valentine’s Day is tomorrow. This is the day where we send our spouses, partners, and loved ones a gift. Often it is out of obligation. I have plenty of friends who tell me if they don’t get their spouse some flowers and a card, they will pay for it. So we feel obligated to express our love and appreciation to those close to us. I’ve written several articles about this before, and my favorite one is called The Valentine Obligation.

Personalization 319

Personalization Customer Service 319

Advertisement

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

Beyond Philosophy

FEBRUARY 15, 2019

We often discuss the Intuitive and Rational System and how they work together to help customers make decisions. The Intuitive System is automatic and emotional, and the Rational System is deliberate and logical. What we don’t usually share is that by academic standards, this concept is relatively new. An older theory also explains why we act the way we do as customers, and you need to know about it to promote customer success.

Consulting 252

Consulting Consulting Sales Marketing 252

Myra Golden Media

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.

Personalization 246

Personalization Customer Service Management Call Center 246

ShepHyken

FEBRUARY 12, 2019

A Social CRM. Growing Your Business by Growing Your Soul. Shep Hyken interviews Jon Ferrara. They discuss his company Nimble , the history of CRMs, customer service philosophies, and life. In Shep’s Opening Monologue… He considers the balance between the digital and the human experience in customer service. The Interview with Jon Ferrara: Jon Ferrara created GoldMine, the pioneer CRM program, by synthesizing existing technologies at the time.

CRM 269

CRM Sales Technology Personalization 269

Beyond Philosophy

FEBRUARY 13, 2019

A psychology theory is all very well and good. However, if you can’t apply it to solve your practical needs, it is useless. However, there is another crucial thing you need to know about theory, especially regarding Customer Experience. People get theory wrong with Customer Experience. A lot. We discussed a common mistake a lot of people make with psychological theory in our recent podcast.

Consulting 230

Consulting Consulting Benchmark Government 230

Callminer

FEBRUARY 13, 2019

A call center employees job is not easy. But through technology, training and supportive management, employee engagement can thrive leading to a better customer experience.

Call Center 182

Call Center Employee engagement Technology Customer Experience 182

Advertisement

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

Contact Center Pipeline

FEBRUARY 14, 2019

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating information, and an internet-savvy, informed customer base. It takes a lot of knowledge and confidence to deliver a quality service experience on a call-by-call basis under such circumstances, even for seasoned […].

Contact Center 113

Contact Center Call Center Technology Management 113

ShepHyken

FEBRUARY 15, 2019

This week we feature an article by Heather Hamilton who shares why investing in a point of sale (POS) system can empower your staff and improve the employee experience. – Shep Hyken. Investing in a point of sale (POS) system is a game changer for your retail business. From stock management to sales reports, customer loyalty, and much more, a POS system streamlines your efficiency in ways that pen and paper just can’t.

Sales 234

Sales Personalization Feedback Management 234

Beyond Philosophy

FEBRUARY 11, 2019

My company, Beyond Philosophy was named as one of the Best Management Consultancy firms in the UK by the Financial Times. I was surprised and honored. Getting recognized from the outside feels fantastic. What’s more, this award was voted on by clients and peers. All the hard work by my team has paid off, and I couldn’t be prouder of them. When I started my global Customer Experience consultancy in 2002, I had not been a consultant.

Consulting 207

Consulting Consulting Benchmark Customer Experience 207

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Customer Experience 128

Customer Experience Customer advocacy Feedback Coaching 128

Advertisement

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

Centriam Customer Experience Lab

FEBRUARY 14, 2019

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.

Customer Experience 128

Customer Experience Technology Management 128

ShepHyken

FEBRUARY 11, 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. Anatomy of the VP Customer Experience Role by Lynn Hunsaker. (CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience.

Chief Customer Officer 153

Chief Customer Officer Customer Service Feedback Customer Experience 153

TechSee

FEBRUARY 12, 2019

We still read periodic scare stories about the rise of self-aware machines that could suddenly decide to put an end to humanity. But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work. Human-AI interaction, for years held up as the final frontier, is now giving way to autonomous AI-powered customer self service becoming a part of our daily experience.

Self service 111

Self service Contact Center contact center workforce Banking 111

ProProfs Blog

FEBRUARY 13, 2019

Customer feedback, consumer engagement, NPS, so and so forth… my online feed seems littered with articles on these topics these days. Pretty sure your emails are probably filled with such articles too. And to be fair, why wouldn’t they be! Online surveys have changed the data collection game for everyone involved. Be it a multinational corporation or a young start-up; online survey tools have made data collection easy for everyone.

Surveys 123

Surveys Feedback Wait times Personalization 123

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

Contact Center Pipeline

FEBRUARY 13, 2019

F?resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or their Google Assistant to tell them the weather, the news, their favorite music or even play a game—without ever having to lift a finger. My Jeopardy knowledge is getting better everyday. […].

Sales 100

Sales Self service Contact Center Call Center 100

Nextiva

FEBRUARY 15, 2019

Data breaches and identity theft are becoming commonplace in today’s society. As individuals and companies race to secure their data, hackers are devising new ways to steal it. The Identity Theft Resource Center reported a 126% increase in exposed consumer data in 2018. Now, more than ever, it’s important for businesses to plan for […]. The post The CIO’s Data Breach Response Plan for 2019 appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.

voip 118

voip Sales Marketing Customer Experience 118

GetFeedback

FEBRUARY 12, 2019

Collect real-time, quality feedback from on-the-go customers. Today we’re excited to announce the newest addition to our suite of survey distribution channels: SMS. This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty.

Transportation 94

Transportation Surveys Feedback CRM 94

ProProfs Blog

FEBRUARY 13, 2019

One month has passed in 2019 and we are already witnessing how the game is changing in customer support across industries. Businesses can’t deny the significance of customer support, as it has the power to make or break your business. Seventy percent of US consumers opine they have already made a choice to be loyal to a company delivering great customer service.

Customer Support 117

Customer Support Multichannel Enterprise Self service 117

Advertisement

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.

Contact Center Pipeline

FEBRUARY 12, 2019

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high rate of turnover and it is easy to see why so many contact centers live in a continuous cycle of recruiting and hiring. In today’s increasingly complex support environment, the competitive […].

Contact Center 100

Contact Center Marketing Call Center Customer Service 100

Relay Blog

FEBRUARY 11, 2019

When problems arise with your household appliances, like your refrigerator or washer or dryer, whom. The post How the Internet of Things is Changing Customer Service appeared first on Relay.

Customer Service 103

Customer Service 103

Transparent BPO

FEBRUARY 11, 2019

The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases. That’s why, in today’s economic climate, companies should not rely on filling their internal contact centers […].

outsourcing 98

outsourcing Contact Center 98

ProProfs Blog

FEBRUARY 12, 2019

On a scale of 0-10, how likely are you to share this article? This would be my Net Promoter Score question to you. These days a lot of the content we come across on the internet contains terms such as customer satisfaction , feedback, and Net Promoter Score. But what exactly is Net Promoter Score and how do you calculate it? Defining Net Promoter Score.

Surveys 102

Surveys Benchmark Feedback Metrics 102

Advertisement

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

Liveops

FEBRUARY 15, 2019

These five questions should prepare you for life as a freelancer. Freelancing and self-employment is becoming incredibly popular. In the U.S. alone, more than 33% of people make a living from freelance work, and many pundits predict that this will increase to 50% of the workforce in years to come. With that in mind, you’re far from alone if you’re giving consideration to saying “goodbye” to fixed hours, bosses and commuting.

Accountability 97

Accountability Customer Support Customer Service 97

CustomerServ

FEBRUARY 14, 2019

Customers have made their communication expectations clear across industries: They want to interact with companies via the channels that they use the most in their daily lives and which they’re most comfortable with, whether that is a phone call, mobile app, email, social media or webchat.

Call Center 96

Call Center 96

Customer Service Life

FEBRUARY 12, 2019

This article originally appeared on CustomerThink on December 17, 2018. Click here to read the original post. Have you noticed the change in professional sports television viewing over the past few years where it’s become standard for a rules official, oftentimes a former referee, to provide expert interpretations of the rules and judgment calls in instant replay situations.

Customer Service 90

Customer Service Coaching outsourcing Contact Center 90