ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50

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Customer Experience Transportation Feedback Metrics 360

Callminer

DECEMBER 1, 2021

Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business.

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Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.

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Contact Center Pipeline

DECEMBER 1, 2021

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so. But when I think of contact centers, the first thing that comes to […].

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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

ShepHyken

DECEMBER 1, 2021

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?

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Myra Golden Media

DECEMBER 2, 2021

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Whenever I’m in Carpinteria, I go to the Seal Sanctuary, lounge at the beach, eat at the beach, read at the beach, pray at the beach – all things beach! Carpinteria Beach.

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Customer Experience 156

Contact Center Pipeline

NOVEMBER 30, 2021

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms, and governance, to improving your customer service emails and live chat experiences. We also take a look at how reaching out […].

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ShepHyken

NOVEMBER 29, 2021

Each week I read many 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. Increase Employee Retention With These 4 Tips by David Finkel. (Inc. Magazine) Employee turnover is always a stressful situation.

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Beyond Philosophy

NOVEMBER 27, 2021

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too. The one I have my eye on is Fender’s, not because I know anything about amplifiers and their performance, but because I like how it looks like it came straight out of the 1960s. Nostalgia is an important part of my amplifier purchase.

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Consulting Consulting Customer Experience Surveys 195

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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

The Northridge Group

NOVEMBER 30, 2021

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go beyond that by offering practical solutions and taking appropriate actions to improve the customer’s situation.

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Customer Experience Airlines Coaching Finance 151

Contact Center Pipeline

DECEMBER 2, 2021

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

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Contact Center Call Center 147

ShepHyken

NOVEMBER 30, 2021

Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Promoter®?system of management, the founder of Bain & Company ‘s?Loyalty?practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.

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Metrics Management Customer Service Customer Experience 183

SharpenCX

DECEMBER 1, 2021

There’s something about Christmas lights glimmering on every house and Christmas music playing in every store that makes me want to stay cozy at home, watch It’s a Wonderful Life , and avoid doing work. Is it just me?… I don’t think so. It doesn’t matter what kind of job you work. Every year, as Christmas rolls around, everyone grows reluctant to work.

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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

Outsource Consultants

NOVEMBER 29, 2021

Are remote call center agents a part of your future plans? Depending on your industry, the shift to remote environments might be a boon or a bust for your business. But no matter what, you’re looking to optimize for what works and solve for what doesn’t. In a short time, businesses that rely on call center agents found their teams dispersed across remote home offices.

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Toister Performance Solutions

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved. "Aren't those great?" asked an employee as she approached Sally.

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Customer advocacy Finance Customer centricity Sales 123

PeopleMetrics

DECEMBER 1, 2021

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

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B2C Telecommunications B2B Banking 118

Concentrix

DECEMBER 1, 2021

Over the last two years, the way we work has quickly and significantly evolved—and there is no going back. The post 3 Best Practices for Supporting Diversity in Virtual and Hybrid Workplaces appeared first on Concentrix.

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Best practices 111

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

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.

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Customer Experience Metrics Feedback Banking 97

Spearline

NOVEMBER 30, 2021

According to a recent Qualtrics XM Institute study in the US, . Businesses globally stand to lose $4.7 trillion in consumer spending, due to poor customer experiences. The same Qualtrics study found that more than half (53%) of consumers cut spending after a single bad experience with a company, and 60% of consumers say they would buy more from a company if it treated them better.

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Customer Experience Telecommunications Coaching Call Center 105

ConvergeOne

NOVEMBER 30, 2021

Every time I meet with a customer, there are always several data center concerns that weigh heavily on their minds. For many, it’s the fear that a bad actor that will destroy, steal, or compromise data. Others worry about enduring a site failure that takes down the data center and having to failover to an alternate site, with the hope that everything shifts without a hitch while under a lot of stress.

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Service level Marketing Technology 105

Nicereply

NOVEMBER 30, 2021

Trying to win back every single customer who churned might have a negative impact on your profitability. Customer churn is an unpleasant reality of any business, both B2C and B2B. However, if a customer once purchased your product or service, there’s no guarantee they are going to stick around forever, even if they totally loved it. Customers may be leaving for a variety of reasons – price issues, unresolved complaints, poor service, competitors offering greater value, etc.

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Surveys B2C Benchmark Accountability 104

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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.

Fonolo

DECEMBER 2, 2021

From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.

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Contact Center Technology Education Call Center 95

Totango

DECEMBER 3, 2021

Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey. In this article, we’ll explore why customer health scores are so important, the different ways you can evaluate customer health, and how Totango can help you to build a successful customer health journey. .

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Metrics Accountability Upselling Enterprise 96

Guru

DECEMBER 2, 2021

As companies have started to make the shift from remote work being a temporary necessity to a way of life, there’s been a lot said over the issue of productivity.

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Nextiva

NOVEMBER 29, 2021

It’s a customer-first world. With so many options at our fingertips, it’s easy — and wise — to only remain loyal to brands that give us the best price, the most convenience, and the fastest service. If we’re not satisfied with one business, there are many others to choose from. Brands like Amazon and Apple […]. The post Connected Communications: The Remedy for Complexity & Unhappy Customers first appeared on Nextiva Blog.

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Customer Experience 95

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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

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. From sessions on building variable compensation plans and Customer Success tech stacks to fostering customer advocacy and community, BIG RYG explored how today’s Customer Success leaders are tackling major industry challenges and advancing their Customer Success game.

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Customer advocacy SaaS Chief Customer Officer Sales 98

Influitive

DECEMBER 2, 2021

The Influitive Best Advocate Marketing Awards (BAMMIES) bestow the highest honor for trailblazing companies that are leveraging the collective power and influence of their customers to achieve their business goals, and this was yet another year packed with incredible submissions. Our finalists have demonstrated creative excellence, innovation and record-smashing results, all while remaining employee and […].

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Marketing 98

Guru

NOVEMBER 30, 2021

Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ). From dedicating an entire team to the effort to championing a cross-functional sprint to make fast, meaningful changes, we’ve taken several intentional steps towards laying a strong foundation on which we can continue to build great experiences.

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