This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25 th May 2018. It will impact any business that holds personal data on customers, prospects or employees based within the EU, so contact centres should take note! If you want to be fully compliant come May, there are several implications that you’ll need to be aware of.
Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.
Sign up to get articles personalized to your interests!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. By the way, the name of the company has been “changed to protect the innocent,” as they say. We’ll refer to them as Company X.
Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.
Interviewer: What are your greatest strengths? Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything! Interviewer: Okay, what are your greatest weaknesses? This is not the interview part I prefer (does anyone?), but it’s a fair question we should all expect at some point. I’m humbled […].
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. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. (destinationCRM) Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
This original article was written by Steve DiGioia. According to an article I just read in the Daily Mail.com, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning. Guess they’re no longer popular in the world of Amazon Prime. And when the Prime subscribers reached out to Amazon to figure out why their account was closed, the firm gave them few details.
By Chris Truitt Many of us think of business as a complex organism with many moving parts. While this is certainly true, business concepts can be simplified to two main objectives, Customer Acquisition and Retention. Acquiring customers isn't easy and can often be a costly endeavor. Retaining customers is often a matter of listening to your customer's concerns, understanding their needs and putting your business in a position to meet these needs.
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. As has been widely noted in today’s marketplace, your customers’ opinions and expectations – for good or bad, reasonable or not – are your company’s new benchmark.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.
By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. While the functional role of retention is housed within a specific team, everyone in customer service impacts the company’s ability to preserve customers.
“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […].
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.
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.
Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care. We’ve made significant progress breaking down the customer care process from unboxing and installation through technical support and troubleshooting, with the ultimate goal of creating an autonomous Virtual Technician.
By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs. But what if the problem is a bad customer? There is no tutorial on how to be a great customer, and subsequent interactions will likely mirror the previous ones.
By 2025, millennials will make up three-quarters of the global workforce. You have to give this generation their due for forging change in the work environment. Increased collaboration, leadership transparency, real-time feedback, employee growth and development—these are some of the developments that can be tied to millennials’ workplace preferences.
For Customer Success Managers, it’s tricky to map out a timeline as to when to start approaching customers to prepare for their upcoming renewal. If you are working towards becoming more proactive, then you’ll know that being surprised and not having enough time to think things through should be avoided at all costs. Remember, you don’t want your customer to have to go through that either.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the fires in the first place. As with any fire, there is always a cause; a discarded cigarette, an ignition source, lightning etc.
How do you ensure you are hiring the right person? I aim to hire the right person, and teach the skills, versus hiring for skills, and having the wrong person. Therefore, the my focus is not solely on a candidates technical acumen. Instead, I focus on the person. I want to be confident they have the necessary people skills to improve the team. I want to be confident I have the right person assisting customer.
Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. So which technology should you turn to improve your customer experience?
The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog.
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.
There’s a reason New Jersey is the only state that doesn’t let us fill up the gas tank on our own. If your customers want to pump their own gas, you let them. The same goes for self-service. If your customers prefer to solve issues on their own (as it turns out, they very much do ), you need to enable them to do so. Not only that, you need to make that experience as frictionless as possible.
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
“Do you think a leader should be feared or liked?”. It’s a question manager of account operations in Langhorne, Shelley Thrailkill, always asks everyone on her team when they apply for promotion. But it’s a trick question. “I’m not looking for them to tell me a leader should be feared or liked, I’m looking for them to tell me that a leader should be respected.”.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
97 
Let's personalize your content