Beyond Philosophy
JUNE 1, 2018
Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.
ShepHyken
JUNE 1, 2018
This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.
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Callminer
MAY 28, 2018
Speech analytics can listen for various churn signals on phone calls including keywords or phrases or voice pitch in addition to calculating a churn risk score automatically.
Myra Golden Media
JUNE 1, 2018
In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.
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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.
Beyond Philosophy
JUNE 1, 2018
All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.
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
MAY 30, 2018
What are some guiding principles you follow, when developing new leaders? I believe the most important element to the development of a leader is their ability to practice engaged active listening. It is so easy to think that you have (or have to have) all of the answers. And many people rise to a leadership position because of their abilities in this area.
Myra Golden Media
MAY 30, 2018
One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. For sure, this is challenging, but you can find and keep good-fit employees if you know what’s important to Millennials as it relates to the job search and company culture. Millennials now make up about 50% of the workforce.
Contact Center Pipeline
MAY 30, 2018
As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer experiences. They matured alongside web and mobile, so adaptation to new channels and communicating across these channels seamlessly is second nature—and they expect businesses to be equally adaptable and fluid.
ShepHyken
MAY 29, 2018
Create Your Own “Secret Ingredient” to Stand Out From Competition. How can you separate yourself from the competition? Shep Hyken is joined by Gigi Butler, the founder of Gigi’s Cupcakes , the largest cupcake franchise in the world, to discuss how she differentiated herself from the competition. ? ? >?. Top Takeaways: Branding is the experience a company offers, and to get people on board with a brand, a strong, passionate leader is necessary, along with a product people can connect with.
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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.
Call Center Weekly
MAY 31, 2018
Some years ago, I read a customer service article that resonated with me so much that I carry the concept with me as one of my core service truths. In fact, it has turned into the first question I ask in the initial meeting I hold with a new team, as it helps begin to establish our customer service strategy. That question is: Do you know who your competitors are?
Myra Golden Media
MAY 29, 2018
I’m sipping black tea and listening to classical music while I custom design a customer service workshop for a utility on the east coast. One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re in for a professional development treat today, because I’m sharing with you what I’ll facilitate in Philadelphia next month.
Peter Lavers
JUNE 1, 2018
Welcome to guest blogger Josh Wardini, who makes a compelling case for live chat and introduces a great “101 reasons” infographic. Online shopping comes with a lot of positives, but also some negatives, the most important of which is that customers are disconnected from a staff member who can help them with questions in real time. That’s where live chat software comes in.
ShepHyken
MAY 28, 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. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . (CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.
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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 Pipeline
MAY 31, 2018
May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo, Memorial Day. And yet, despite all of those extra activities, Pipeline readers still made time to check in and read about the topics near and dear to their hearts—improving their contact […].
TechSee
MAY 29, 2018
Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience.
Peter Lavers
MAY 29, 2018
For those interested in Influencer marketing, Ian Moyse has a great list of Salesforce social influencers to take a look at. Notwithstanding there being quite a few Salesforce staff included, it’s a comprehensive list of people worth following and considering for your influencer marketing in the fields of CRM, marketing, customer experience, analytics, AI and customer service.
Customer Guru
MAY 30, 2018
We all know this by now that organizations must focus on being customer-centric in order to come out on top. Most customer experience leaders believe that customer centricity starts with the customers always. But they tend to ignore the importance of employee behavior in building a customer-centric organization. We are sure that inculcating the OPACE of customer-centric behavior in employees first would help any organization in ensuring customer delight at all times.
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!
Contact Center Pipeline
MAY 29, 2018
Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These folks subscribe to the level of going above and beyond continuously to deliver the ultimate customer experience everyday. This month, we wanted to spend some time on the agent side of […].
Lumoa
MAY 29, 2018
Happy customers are a dream of any business owner. As the famous saying goes, “Satisfied customer is the best strategy of all.” But what happens next, after you identified who your happy customers are ? Even if you don’t actively cooperate with your happy customers, they will, on average, tell nine other people about their experiences with your company (according to American Express ).
Fonolo
MAY 31, 2018
“I feel the need , the need for speed !”. In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). While it wasn’t intended to evoke the relationship between business and consumer, over 30 years later, it speaks directly to the state of CS today. Speed is arguably the most significant benchmark for every single customer service interaction today.
CX Advantage Walker
MAY 31, 2018
We all know that CX is so much more than deploying a customer satisfaction survey. However, many times an organization’s journey to launch CX starts with just that. What we chose to measure is typically based on who has requested – or insisted – there needs to be a survey. Maybe it’s your support organization, Continue reading. The post Who Is Your CX Architect?
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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.
Amity
MAY 31, 2018
The onboarding journey doesn’t merely stop once you’ve introduced your customer to your product. The challenge now lies in transforming your customers into power-users and brand ambassadors. Below are 3 strategies to jump right out of onboarding, straight into adoption and nurture. Drive Adoption Through Feature Discovery. Sure, your system might be relatively easy to navigate.
UJET
MAY 31, 2018
Historically, Customer Support has been undervalued. It's been considered a cost to companies rather than a driver of revenue, like Sales or Marketing. After all, it's easy to measure the value of a sale or a lead. It's harder to understand the impact of a successful support experience. The result: customer support has been, in a way, neglected.
360Connext
MAY 30, 2018
If you’re creating learning paths in any workplace, the goal is ultimately to be, well, better. To be better at serving customers, better at increasing efficiency, better at employee development, and hopefully, better at staying ahead of the competition. All of that is achievable with the options in learning paths today. But how often are we really taking advantage of it?
Fonolo
MAY 30, 2018
Headlines featuring “AI” and “chatbot” have dominated the discussion in the customer service space for the past year. Naturally, it’s tantalizing to imagine a world where no one needs to call a contact center, but the sizzle around AI and chatbots obscures a deeper question: How much customer support can actually be done by self-service? This question has been with us since the earliest web sites and IVRs started to offload the simplest tasks from agents.
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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.
Branch Mesenger
JUNE 1, 2018
It sounds weird to be excited about a slide deck, but each year there's one that stands out: Mary Meeker's Internet Trends Report. Yesterday, the 2018 version of the Internet Trends Report was unveiled by Mary Meeker, partner at Kleiner Perkins Caufield & Byers and former Wall Street securities analyst, at the Code Conference in Rancho Palos Verdes, California.
Aspect
MAY 31, 2018
Every business knows great customer service is important, but with a growing reliance on digital communications and online services, organisations need to have an effective engagement platform in place that can cope with high volumes of requests, actions and tasks. Here at Aspect, we help businesses to remain competitive as they make the move away from their in-house legacy systems.
Toister Performance Solutions
MAY 31, 2018
Advertising disclosure: This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Think about the companies best known for customer service. A few probably come to mind immediately. These companies have an undeniable service culture that helps set them apart.
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