Customer-centric vs. product-centric mindset
GetFeedback
JUNE 16, 2021
Simplifying CX YouTube series episode on how to become customer-centric.
Sat.Jun 12, 2021 - Fri.Jun 18, 2021
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What Makes Outsource Telemarketing Supervisors Successful?
Quality Contact Solutions
JUNE 15, 2021
Having a great supervisor running your outsource telemarketing teams can make a massive impact on your business. Everything from lowering the attrition rates to company reputation can be affected by having a great supervisor. Below are some of the best practices to be a successful outsource telemarking supervisor.??. Communication: ? Communication skills are essential.
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8 Ways Contact Centers Go Wrong with Customer Data
LiveVox
JUNE 15, 2021
We create an estimated 1.1 trillion megabytes of data every day. That’s roughly 1.7 megabytes every second, and contact centers are sizable contributors to that sum. With its massive bodies of customer data, the call center is the ideal testing ground for new technologies that leverage customer intelligence to provide better service. And yet, many […].
Amazing Business Radio: Steve Bederman
ShepHyken
JUNE 15, 2021
Winning Customer Trust through Omnichannel Communication. Utilizing Omnichannel Communication to Connect with Customers. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. They discuss the value of omnichannel communication in the different stages of the customer journey.
Gartner® Research: Boost Customer Service Performance with Smart Coaching Tools
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Choose your battles wisely – Conflict Resolution Training for Managers
Myra Golden Media
JUNE 18, 2021
For Jack Cooper University , I produced a ten week conflict resolution training. Jack Cooper’s managers are ready to preempt escalations and manage conflict. Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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With Regulation Coming, it’s Time to Take a Closer Look at How You’re Implementing AI
CCNG
JUNE 16, 2021
What do Facebook, a COVID19 prediction model, and Bronx Honda all have in common? All three were specifically referenced in a recent announcement by the Federal Trade Commission aimed to encourage “truth, fairness and equity” in the use of AI. The FTC noted negative outcomes of AI models and warned those using AI to “hold yourself accountable – or be ready for the FTC to do it for you.
Guest Post: How to Care About Your Customers
ShepHyken
JUNE 18, 2021
7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support. Therefore, it’s essential to show your loyal buyers how integral they are to your success.
5 ROI-Based Strategies Proven to Drive the Adoption of Visual Assistance
TechSee
JUNE 16, 2021
Visual Assistance is Powerful – If Adopted. Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end users. It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. The technology has been proven to improve ROI by boosting efficiency in contact centers and field services, reducing truck rolls and dispatches, decreasing product r
Stop Making This BIG Pricing Mistake
Beyond Philosophy
JUNE 18, 2021
What tactics do you use in your pricing strategy? There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” Some coupons discount 20% off any item in the store or offer subscription discounts versus buying one-time that you submit at the online checkout.
The State of Digital Customer Experience Report 2024
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
COVID-Era Phone Fraud Demands Omnichannel Response
Contact Center Pipeline
JUNE 17, 2021
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems. Over the past year, the world’s contact centers have conquered overwhelming challenges. In the first month of the coronavirus pandemic, some […].
What’s your Passion?
ShepHyken
JUNE 16, 2021
I love seeing visible signs of a customer- and employee-focused culture. My wife and I were on vacation in Mexico. The employees at the resort were amazing. They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort.
Technology Certainly Has Its Merits, But… – Tip #34
Steve DiGioia
JUNE 17, 2021
Many companies fail to take the human factors into consideration. My belief is that any business must “ always do what’s in the best interest of the customer ”. You’ve heard me say that countless times on my blog. Technology Certainly Has Its Merits, But…. When automation and technology become the new “service goal”, the customer then comes second. I can’t see it happening any other way.
Onalytica Interview with Peter Lavers
Peter Lavers
JUNE 15, 2021
I was delighted to be interviewed by Onalytica recently – the World’s largest B2B influencer marketplace. In the interview I’m asked about how I became recognised as an ‘expert’, what I’m passionate about when it comes to customer experience, what the biggest challenges are, and what the future holds for CX. You can read the interview by clicking here.
Reimagine Your Communications With A Unified Platform
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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.
The Sustainable Work-From-Home Contact Center: Deliver Contextual Knowledge and Conversational Guidance
Contact Center Pipeline
JUNE 16, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, eGain’s Anand Subramaniam discusses the top challenges contact centers faced maintaining service quality after the pandemic outbreak, and offers his thoughts […].
5 Top Customer Service Articles of the Week 6-14-2021
ShepHyken
JUNE 14, 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. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. (MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does.
5 Incentives for Call Center Agent Engagement
Fonolo
JUNE 17, 2021
Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment. But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
Customer Service is a Gold Mine for Employee Experience Ideas
Russel Lolacher
JUNE 15, 2021
What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. “Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
The Case for Staff to Support Technology
Contact Center Pipeline
JUNE 15, 2021
Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend that vision to the people who’ll use and derive value from the tools on a daily basis. They think you just get started and it will all work out (a.k.a. “good […].
Live Chat Support 101: How to Provide It Like a Pro
HelpCrunch
JUNE 14, 2021
Customer support has gained a somewhat controversial reputation over the years. While being the single most important way to resolve any issue with virtually any service or company, no one’s ever eager to call a [ … ]. The post Live Chat Support 101: How to Provide It Like a Pro appeared first on HelpCrunch blog.
Why Call Center Agent Engagement Matters
Fonolo
JUNE 15, 2021
The numbers are in, and the truth is out: the American workforce is pretty underwhelmed these days. Only 30% of American workforce says they’re engaged and inspired at work, with the other 70% identifying as ‘disengaged’ employees who do the bare minimum. For call center managers, this disparity is a big cause for concern. Call center managers who can’t discern an engaged call center employee from one who has their foot firmly out the door are at a big disadvantage.
10 Inspirational Customer Experience Examples
Help Scout
JUNE 17, 2021
We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm. They aren’t the typical conditions under which the company does business.
New Thinking About an Old Problem - Contact Center Employee Attrition
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
The Sustainable Work-From-Home Contact Center: Unify Human and Digital Communication and Collaboration Tools
Contact Center Pipeline
JUNE 14, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Edify’s Candace Sheitelman explains why it’s vital to unify your center’s human and digital communication tools, how it benefits work-from-home (WFH) […].
Struggling with your customer feedback survey? Try this instead
Tethr
JUNE 15, 2021
Are your survey response rates way, way down ? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and you’re starting to feel more and more disconnected from your customers, you’re not alone. Fortunately, the customer feedback survey has seen some significant improvements in recent years, thanks to innovations in Voice of the Customer (VoC) analytics.
7 Sales Coaching Techniques To Elevate Trust And Sales Performance
Integrity Solutions
JUNE 14, 2021
Saying there’s no time for coaching or that someone has already reached their potential are just two of the prominent misconceptions around sales coaching. But some simple and very effective sales coaching techniques- when applied consistently and with sincerity and skill- can greatly raise the game of individuals and your entire sales team. By Terri O’Halloran.
Customer Experience vs. Customer Success: Explained
Help Scout
JUNE 15, 2021
Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. I see customer experience and customer success as flavors inside the same ice cream parlor of treating the customer well. If you’re doing it right, you’re delivering a great experience that helps them successfully use your product or service.
3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
The Sustainable Work-From-Home Contact Center: Ensure a Better and More Secure Caller Experience with State-of-the-Art Headsets
Contact Center Pipeline
JUNE 18, 2021
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Theis Mørk of EPOS discusses state-of-the-art headset technology, the work-from-home (WFH) challenges that enhanced audio and communication solutions solve, along with […].
How to Remedy the Biggest Pain Points in the CX Journey
LiveVox
JUNE 16, 2021
Pain points are the source of bad customer experiences. They are moments during the customer service journey that cause frustration and reflect poorly on your organization. The good news is that you can strategically target these areas to reduce frustration and improve the quality of service you deliver while saving time, money, and agent heartache. […].
6 ways to improve performance in your contact centre team
Eptica
JUNE 18, 2021
Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Published on: June 18, 2021. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being. Improve the experience and you’ll see the benefits, particularly in the new hybrid world.
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