Uniphore
MAY 20, 2019
There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.
Toister Performance Solutions
MAY 23, 2019
A customer calls in to customer service, desperate to get his problem solved. He's been a loyal customer for a few years, but lately there have been a few issues. Now he’s on the fence about whether this is the right company to do business with. Today’s call is a make-or-break situation. There are two customer service reps available to take his call, Deron and Amy.
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Tethr
MAY 22, 2019
“Have I fully resolved your issue today?”. In the book, The Effortless Experience , my CEB (now Gartner) co-authors and I argue that this question is, hands down, the worst question a service rep can ask a customer. This is unfortunate because, as you’re reading this post, chances are pretty good that your reps are asking your customers this question (or something like it, such as “Is there anything else I can help you with?
Customer Service Life
MAY 20, 2019
This article was originally published on the Talkdesk blog on March 15, 2019. Click here to read the original post. Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.
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ShepHyken
MAY 22, 2019
Imagine this. The customer on the phone – or in person – is raging mad. You can hear it in their voice – or see it in their eyes. You brace yourself. You’re ready to take the lashing this customer is about to give you. You know you personally did nothing to offend and upset this customer. But somebody did something, or something happened, that made this customer want to lash out at you.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
MAY 21, 2019
It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. But when you can order tacos for the entire office with your phone, get a vibration in your pocket every time news breaks or even find a date by swiping on […].
ProProfs Blog
MAY 24, 2019
As a business owner, it is important to think beyond elevating your brand amidst the increasing competition. You may have set the foundation of your eCommerce business on a riveting marketing strategy, a robust customer service team, and brand new ideas for products and services. However, it is high time to rise above the concept of establishing your brand name in the market.
ShepHyken
MAY 20, 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. The Intersection Of Customer Experience And Employee Experience by Greg Kihlström. (Forbes) Let’s explore three ways that customer experience and employee experience intersect and can work together.
Beyond Philosophy
MAY 23, 2019
I have been working as a global Customer Experience consultant for nearly twenty years. Never have I ever heard a customer say, “I just wish I could be hassled a little more.”. We don’t like it when things aren’t easy in a Customer Experience. It takes too much time and energy for us to respond to tricky or difficult challenges. Moreover, if we are at a state of cognitive depletion, where we are too tired to make good decisions or use rational thought to figure out a solution, we are likely to w
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TechSee
MAY 21, 2019
It’s no secret that emotions drive behavior. Happy people whistle. Angry drivers crash cars. And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. Take, for example, a new telco customer and the wide range of emotions they could experience along their personal journey with the company: excitement when unboxing, frustration during installation, annoyance at being transferred between departments, relief at
Contact Center Pipeline
MAY 23, 2019
While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies approach transformation haphazardly without understanding how new technologies will impact the customer and the organization. To meet evolving consumer expectations and become more customer-centric, businesses must create a cultural change through […].
ShepHyken
MAY 21, 2019
Connected Strategy. Predicting Your Customers’ Wants and Needs to Create an Exceptional Customer Experience (CX). Shep Hyken interviews Wharton School professors Nicolaj Siggelkow and Christian Terwiesch. They discuss their new book, Connected Strategy , and how any company can use the concept to improve their customer experience. The Interview with Nicolaj Sigglekow & Christian Terwiesch: Connected strategy is a concept that allows companies to connect to customers more holistically.
CrazyCall
MAY 20, 2019
You might be an expert, a professional, an intermediate, or a complete newbie. It doesn’t matter. Sometimes, we all need a little advice that will help us make the next decision. Especially when you’re working in sales. New best practices, strategies, techniques, and approaches spring up like mushrooms and it’s hard to keep track of them. Yet, you wouldn’t like to fall behind your competition and what they’re doing.
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GetFeedback
MAY 23, 2019
CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . A Voice of the Customer program focuses on gathering and analyzing customer insights so you can identify trends regarding your customers’ needs, wants, and expectations. In essence, VoC gives your customers a voice within your organization. .
Contact Center Pipeline
MAY 22, 2019
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019. That data confirms what we see in countless projects. Centers have many applications and a plethora of communication tools. They also have messy applications that are not integrated or well suited […].
ShepHyken
MAY 24, 2019
This week we feature an article by Gaetano DiNardi who discusses how many customer service surveys are not giving you proper data and suggests how to improve them. Be honest – even if you are a customer service professional who relies on surveys for your data, when you see someone on the street asking survey questions, how many times do you cross to the other side?
Lumoa
MAY 23, 2019
In this article, we cover why ecommerce customer experience is so critical and offer some tips on how to excel in an online environment.
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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.
Taylor Reach Group
MAY 22, 2019
By Rosetta Lue. The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. streamlines, integrates, and scales websites and call centers consistently over time. takes a holistic, iterative approach to prioritizing improvements across channels. maintains a mobile-experience first philosophy (people seeking information often
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions. Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world.
Transparent BPO
MAY 21, 2019
The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept completely confidential. The “holy trinity” […] The post AIC: 3 Critical Factors in Contact Center Network Design appeared first on Transparent BPO.
FreshGrade
MAY 22, 2019
Article written by: Kathy Cote’ Rogers, and her 7th + 8th grade students Ava, Hayden, and Raven. . As a teacher, I have designed numerous formative and summative assessments attempting to measure student learning. I have spent countless hours creating, compiling, disaggregating and analyzing test scores and achievement data in order to glean information that would help improve my instruction.
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Customer Experience Matters
MAY 20, 2019
The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? No. Are they irrelevant? No. We’ve just decided to give them away for free on the Qualtrics XM Institute site. That’s right, you can now get access to almost our entire research library for free. One of the reasons we joined Qualtrics was to be able to help more people and organizations.
GetFeedback
MAY 24, 2019
Net Promoter Score (NPS) is one of the most popular metrics being used in business today. And while NPS has many supporters to sing its praises, there seems to be an equal number of critics who have emerged to decry it, citing a number of reasons why it should be abolished. Among this debate, misconceptions have emerged from both sides. In order to truly understand this metric, these common NPS myths should be debunked. .
Concentrix
MAY 21, 2019
The post Concentrix Analytics Climbs to the Top appeared first on Concentrix.
OctopusTech
MAY 19, 2019
Customers are the most focused trait for any small business. But it may be difficult for a tiny business to answering the phone calls while handling day to day office operations. On the same note, answering calls is important as with poor customer services there are more chances to lose business. So, what to do with these ringing phone bells? The answer is call center services.
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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.
Totango
MAY 21, 2019
In the customer-centric economy, retaining current customers is a top priority. Not only are new customers expensive to win over, but loyal customers are more valuable in the long run. They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. Plus, retaining a following of customers gives you a good brand image, as it shows that your company is capable of inspiring loyalty.
Mindtouch
MAY 24, 2019
This post is based on my presentation at STC Summit 2019 , the annual conference of the Society for Technical Communication (STC), and incorporates takeaways from Alan Porter and John Bowie. Customer interactions are becoming synonymous with content interactions. Today, content must be available for more than single-channel troubleshooting, documentation, training, or lead generation.
TeleDirect
MAY 20, 2019
What are your expectations with your own call center? Probably higher than you’d think. Your customer contact center requires next-gen technology, reliable infrastructure, professionally trained agents, and the flexibility to adapt with – and stay ahead of – an ever-evolving business environment. That’s why many companies choose TeleDirect for their business process outsourcing (BPO) call center solution.
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