Eckoh

MARCH 20, 2019

By Ashley Burton, Head of Product at Eckoh

Customer Service 40

Customer Service 40

CX Journey

MARCH 20, 2019

Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now. PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed,

Feedback 43

Feedback Personalization Management 43

Return Customer

MARCH 20, 2019

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs. Of course, customer service ties both fields together, as providing a top-notch customer service experience is the key to acquiring and retaining new and existing customers

Customer Service 72

Customer Service Customer Care Customer Support 72

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

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Sales

ShepHyken

MARCH 20, 2019

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.

Customer Service 286

Customer Service Personalization Customer Experience 286

Callminer

MARCH 19, 2019

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a streamlined environment.

Telecommunications 207

Telecommunications 207

Beyond Philosophy

MARCH 22, 2019

How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. Now, he didn’t come up with the phrase. It’s a well-used epithet by many coaching organizations—and not just for football. <!

Management 240

Management Coaching Consulting Consulting 240

ShepHyken

MARCH 22, 2019

This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. – Shep Hyken. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children.

Customer Experience 282

Customer Experience Banking Technology Consulting 282

Contact Center Pipeline

MARCH 21, 2019

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings. Moreover, without well-defined processes for what to do with the information, the impact falls short of potential.

Contact Center 190

Contact Center Management Call Center Technology 190

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Cloud contact

Myra Golden Media

MARCH 18, 2019

I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work.

Customer Experience 166

Customer Experience Customer Service 166

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

ShepHyken

MARCH 19, 2019

Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience.

Customer Service 274

Customer Service Personalization Customer Experience 274

ProProfs Blog

MARCH 18, 2019

Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused. However, you decide to settle with two websites that provide a pair of black jeans as per your needs.

Analytics 130

Analytics Wait times Customer Support Sales 130

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Contact Center

Contact Center Pipeline

MARCH 19, 2019

As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […].

Contact Center 124

Contact Center Surveys Call Center 124

Customer Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

Personalization 111

Personalization Management Customer Experience 111

ShepHyken

MARCH 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. (MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across yo

Customer Service 225

Customer Service Customer centricity Feedback Surveys 225

Fonolo

MARCH 19, 2019

Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Poor customer service and disorganized call centers can not only be frustrating for consumers, but also have a negative impact on the company’s revenue, customer retention, and business acquisition.

Technology 106

Technology Customer Service Multichannel Healthcare 106

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Contact Center

GetFeedback

MARCH 20, 2019

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.

Surveys 102

Surveys Journey mapping CRM Personalization 102

Customer Experience Matters

MARCH 22, 2019

I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences.

Technology 95

Technology Customer Experience 95

Upstream Works

MARCH 21, 2019

When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience 92

Customer Experience Management Contact center software Self service 92

bold360 Blog

MARCH 19, 2019

Subscribe via iTunes , Spotify and more. If AI is where the smart money is going, how does AI handle the smart money? We’ve all read about how Wall Street firms have invested billions in AI and machine learning, but what about the people on Main Street? To find out, I spoke with Bharath Kadaba , Chief Innovation Officer at Intuit. Intuit’s brands include personal finance products like Quicken and Mint, business accounting software like Quickbooks, and TurboTax the #1 best-selling tax preparation

Finance 92

Finance Engineering Call Center Technology 92

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Marketing

HelpCrunch

MARCH 21, 2019

Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog.

Sales 91

Sales Marketing Customer Service 91

8x8

MARCH 17, 2019

As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. It’s fitting that the world-renowned Daytona Speedway is right in Orlando’s back yard, as it’s imperative that companies move ever-faster to stay competitive.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Aspect

MARCH 19, 2019

Okay, if I can’t be her, then I want her to keynote ACE 2019 – and guess what, SHE IS! I’ll admit that I have been a long-time fan of Jeanne and her podcast series The Human Duct Tape Show , but throughout our keynote evaluation process, it’s safe to say that I now self-identify as a Jeanne Bliss groupie! That’s right, the woman who for years has been helping companies develop strategies to become “beloved companies” got me to fall in love.

Customer Experience 90

Customer Experience Personalization Technology 90

Totango

MARCH 21, 2019

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.

Enterprise 89

Enterprise Upselling Education Accountability 89

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Wait times

TeamSupport

MARCH 22, 2019

Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation. When it comes to customer conversations, kindness is one of the most important tools to have at your disposal.

Upselling 89

Upselling B2B Morale Personalization 89

InTheChat

MARCH 19, 2019

The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital. The post Infographic: Social customer service expectations in 2019 appeared first on InTheChat.

Customer Service 89

Customer Service Contact Center 89

Taylor Reach Group

MARCH 19, 2019

By Peg Ayers. When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave up and visited them in person!). I spent much of that hold time compiling my list of queue time grievances.

Interactive Voice Response 88

Interactive Voice Response Government Wait times Consulting 88