HelpCrunch
AUGUST 20, 2020
Satisfied clients who don’t have questions left after chatting with a support agent can only exist in your dreams (or not?). Everyone has a different temper, background, and needs. Believe it or not, customer service [ … ]. The post How to Deal with Angry Customers: 8 Need-to-Know Tactics appeared first on HelpCrunch blog.
Contact Center Pipeline
AUGUST 19, 2020
The idiom “Open the Door” is defined by Merriam-Webster as “to make something easier.” Who isn’t interested in making something easier? Think back on the past couple of years and the push toward improving the customer experience. This has put a lot of value on making things easy for consumers. Which Door Will It Be? […].
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TechSee
AUGUST 19, 2020
In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises.
Beyond Philosophy
AUGUST 20, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
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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.
ShepHyken
AUGUST 21, 2020
This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
AUGUST 21, 2020
COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
Beyond Philosophy
AUGUST 21, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
ShepHyken
AUGUST 19, 2020
What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. So, does being a professional simply mean you’re paid to do whatever it is you are doing? I’ll answer that with a resounding, “No!
Contact Center Pipeline
AUGUST 18, 2020
COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them. When you put your people and your customers at the center of your process and technology decisions, […].
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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.
Customercount
AUGUST 20, 2020
View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.
Beyond Philosophy
AUGUST 15, 2020
Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile? You might be thinking that this can’t be true. However, recent findings by Professor Shiri Melumad, assistant professor of marketing for the Wharton School at the University of Pennsylvania suggest
ShepHyken
AUGUST 18, 2020
Customer Service and Community Support. How to Use Customer Experience as a Brand Identity. Shep Hyken interviews Michael Houlihan and Bonnie Harvey , founders of Barefoot Wine. They discuss how Michael and Bonnie built a successful wine business from the ground up by focusing on customer service and experience. Top Takeaways: Creating a good customer experience requires doing research.
Contact Center Pipeline
AUGUST 20, 2020
There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k. Today’s consumers look for companies that demonstrate exemplary […].
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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.
CCNG
AUGUST 21, 2020
During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations. What as learned in the first half of the year that will drive how companies structure contact center and customer care going forward?
Steve DiGioia
AUGUST 20, 2020
For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger. When you rise to a challenge, you reveal your hidden abilities, strengthen your capacity to suffer through setbacks and build character.
ShepHyken
AUGUST 17, 2020
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. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. (Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr
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!
CCNG
AUGUST 18, 2020
Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers. Kathryn shares three best practices in supporting agents working either remotely or on-premise in the healthcare contact center operations of her client. These best practices focus on – Knowledge – how to best transfer and share knowledge with these agents Communication – how they leverage tools to effectively communicate regularly with age
ProProfs Blog
AUGUST 21, 2020
The contemporary business world is flooded with the dog-eat-dog corporate mentality. Entrepreneurs are always advised that to taste success, they need to be ruthless, competitive, and above all, pragmatic. Amidst all this unsentimental chaos, empathy often takes the back seat. Will the real CEO (Chief Empathy Officer) please stand up? The average entrepreneur will tell you that empathy is important.
Call Design
AUGUST 18, 2020
With the digitalisation of the customer journey, businesses need to implement an entirely digital customer service experience. With an increase in channels for customers and brands to interact, your company has an incredible opportunity to meet your customer where they are with exactly what they need. An omnichannel customer experience will allow your brand to leverage the preferred platforms of your audience to provide a better customer service experience.
The Northridge Group
AUGUST 19, 2020
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. An organization like this may question whether it’s worth seeking guidance to take their call center to the next level.
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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.
GetFeedback
AUGUST 15, 2020
A look into how the way we're wired impacts employees' perception of work and satisfaction.
ProProfs Blog
AUGUST 19, 2020
In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for a
Taylor Reach Group
AUGUST 20, 2020
by Patricia Ballantyne. When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future. Some will allow their employees to ‘Work-From-Home’ permanently, others ‘indefinitely’ or if the employee chooses to do so.
TeleDirect
AUGUST 20, 2020
Missed calls can pile up and eventually end up costing your company a decent sum of money. Check out the infographic below to learn more about how much missed calls can snowball and hurt your company. Share this Image On Your Site. </p> <p><strong>Please include attribution to teledirect.com with this graphic.</strong></p> <p><a href=’[link] src=’[link] alt=’How and Why Missed Calls Cost Your Business’ width=’300px
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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.
GetFeedback
AUGUST 19, 2020
This report examines how COVID-19 has affected the ecommerce industry and the customer experience space.
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!
Ansafone
AUGUST 15, 2020
Being in customer service is an art of balancing multiple skillsets all at once. A great customer service department starts with highly-skilled customer service agents. When a person is working in customer service, a variety of skills are required to respond correctly and handle difficult issues with grace and excellent people skills. While having a … Acquire These Top 7 Customer Service Skills Read More ».
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