TechSee

JULY 14, 2021

Patrice Samuels , Senior Analyst at Parks Associates and an expert in smart home products and services. We’re talking about something that’s really revolutionary in the marketplace. Prior to the pandemic, video wasn’t a commonplace thing in a contact center. Let’s hear from the experts.

Self service 207

Self service B2B Technology Engineering 207

ShepHyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. But the good news for retailers is that if you play it smart, you can avoid being front row, center. 5 Smart Strategies That Help Avoid Losing Loyal Customers by Natalya Bucuy. Here are my top five picks from last week.

Customer Service 207

Customer Service Chatbots B2C B2B 207

Steve DiGioia

APRIL 13, 2020

Not every business does things online with a click of a button. Do they really think the elevator will move faster for them because THEY pushed the button? I never understood why people buy those “Smart Cars” They’re about half the size of a regular car and I don’t care how well they do with gas mileage.

Scripts 191

Scripts 191

ShepHyken

APRIL 29, 2020

My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. But when they are not… that’s when class really counts. I just shared a fraction of what I know is going on, just to make the point that there are still good people doing good things, often at their own personal sacrifice.

Morale 292

Morale Advertising Healthcare Personalization 292

ShepHyken

MARCH 27, 2019

You really have to love Chick-fil-A to brave that line at lunchtime.”. There’s an old saying often attributed to Yogi Berra, who was known to say some pretty clever things. The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. It’s too crowded. ”

Advertising 335

Advertising Customer Service Management 335

ShepHyken

MAY 5, 2020

Companies must be smart and strategic about weighing in on polarizing issues and determine whether the risk is worth the potential gain in customer loyalty. Find at least one thing to smile about every single day. Quotes: “Brand sentiment really matters. There is always a risk for brands to take a stand on moral issues.

Morale 189

Morale Surveys Management Marketing 189

CSM Magazine

OCTOBER 10, 2023

These reports help managers make smart choices about the business. When Chicago businesses bring in experienced bookkeepers, it allows them to concentrate on their main operations while using up-to-date money details to make smart choices and succeed over the long run. This helps management steer things in a profitable direction.

Accountability 59

Accountability Finance Management Sales 59

Fonolo

OCTOBER 5, 2023

FREE WEBINAR: Is Your Chatbot Really Just an IVR? You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. You wouldn’t be the first customer service professional to ask themselves if a chatbot is really any different than an IVR. Join us Oct. Save your seat!

Interactive Voice Response 57

Interactive Voice Response Chatbots Self service Virtual Agent 57

Bill Quiseng

JULY 18, 2017

I remember my boss telling me that now I was a “brand,” which at the time seemed really strange to me. Plenty of people have the goods – they’re smart, even talented. Others, who don’t have that internal maniac – who seem asleep all day, will let the less smart, less talented competitor win. Now I get it.

Customer Experience 318

Customer Experience Wireless Airlines Education 318

CX Accelerator

OCTOBER 26, 2019

Taps into superhuman CX listening to fully understand his kingdom.Hires smart, capable people to help lead and make decisions.Is This has allowed him to be an outside-of-the-box thinker and he’s great at showing he really cares about people. He doesn't take things personally, and he never gives up. "Wakanda Forever!”

Education 303

Education Contact Center Technology Accountability 303

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Real-life examples There’s nothing like a demonstration to bring things closer to home. When it’s done wrong, callers are forced to endure labyrinthian menu options that provide no answers, just more questions.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

CCNG

MAY 31, 2023

Your enthusiasm really pulls people together, and I wanted you to know I appreciate all your hard work.” Here’s why praise calls make things happen: It gives immediate gratification to the recipient and the initiator because they both see and feel the reaction. Thirty minutes later, as we sat down to the dinner table, the phone rang.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Here’s a list of my top ten Do’s and Don’ts for new workers: 10 Things New Employees Should DO: 1. Understand how they do things around here. Don’t assume things. Email or phone?

Construction 327

Construction Feedback Consulting Consulting 327

ShepHyken

FEBRUARY 3, 2020

Leveraging Tech To Improve Customer Experience: 11 Smart Techniques by Expert Panel. Do You Know What Your Customers Really Want? Business2Community) Let’s talk about a few things to consider for gaining more insight into your customers’ “wish lists.” Here are my top five picks from last week. Infographic] by Jennifer Hanford.

Customer Service 289

Customer Service Entertainment Technology Customer Experience 289

ProProfs Blog

APRIL 28, 2020

How to Set SMART Goals for Customer Service Team. How to Set SMART Goals for Customer Service Team. If you thought that setting SMART goals is only possible when running a project, then think again. This framework helps you set customer service SMART goals too. And, ultimately become brand loyals. Table of Contents.

Customer Service 140

Customer Service Metrics Education Customer effort 140

Callminer

NOVEMBER 27, 2018

The great thing about this kind of categorisation is that it will help you identify potential sources of complaints before they become a major problem. Our study showed that consumers really care about proactivity. One of the simplest things to get right is to just listen. Taking the pain out of complaining.

Analytics 186

Analytics Coaching Technology Surveys 186

JustCall

APRIL 23, 2024

However, it lacks advanced features, which doesn’t really justify the $100+ price point per user. But the most important thing is to look for dialer integrations that give you click-to-call /message options to call numbers directly from your CRM or anywhere else on the web. Thinking of bringing in a predictive dialer for your business?

call center software 52

call center software Sales CRM Analytics 52

aircall

OCTOBER 13, 2022

There absolutely are smart ways of sustaining productivity in operations management , without needing to perform daily miracles. But it’s worth unpacking to really understand how to improve operational efficiency. The key takeaway here is people, systems information, and “things” such as work equipment. But don’t fret.

Management 118

Management Sales Consulting Consulting 118

Beyond Philosophy

NOVEMBER 29, 2018

We have stores where we can purchase things, and then we have their online channels where we are buying things also. Consumers are smart, and they expect to interact with brands across channels. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

Myra Golden Media

MAY 2, 2018

I shook my head because the “Your” versus “You’re” grammar gaffe is very common, and it makes people look not so smart. I’m sharing this with you because the number 1 Grammar Mistake in Business Emails, Chats and Texts is saying “Your Welcome,” when you really mean, “You’re welcome.”. Not to mention the other typos!).

Customer Service 184

Customer Service Best practices Customer Experience 184

Fonolo

MARCH 2, 2023

Even though they’re behind the scenes, they’re really important for having a good self-service experience.” – Blair Pleasant, President & Principal Analyst at COMMfusion Self-service is empowering The best self-service empowers agents and creates a positive experience for both agents and customers. Customers love it.

Contact Center 141

Contact Center Self service Chatbots Consulting 141

Beyond Philosophy

NOVEMBER 12, 2020

” Analyze how customers really behave. That also means you have more opportunities for including smart nudging in the design than you do in physical experiences. Rule #2: Analyze how customers really behave. One thing I love about the digital space is you can measure everything. Design in a digital “nudge.”

Chatbots 405

Chatbots Consulting Consulting Government 405

Toister Performance Solutions

OCTOBER 22, 2020

Your customer service plan should be based on at least one SMART goal. Here's an overview if you're not familiar with the model: S = Specific M = Measurable A = Attainable R = Relevant T = Time-bound You can use this primer to learn more about SMART goals if you get stuck. "I need help creating a customer service plan."

Customer Service 88

Customer Service Sales Metrics Marketing 88

JivoChat

OCTOBER 13, 2020

But smart certificates on the other hand, offer much more and not only to the receiver. First things first: What is a Smart Certificate? Most of you may have never heard of the term “Smart Certificate”. Most of you may have never heard of the term “Smart Certificate”. Because it really is smart.

Marketing 52

Marketing Education 52

TechSee

JANUARY 18, 2021

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. We like to keep things interesting. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.

Contact Center 109

Contact Center Chatbots Metrics Management 109

Beyond Philosophy

AUGUST 4, 2015

They feel like they’re being taken seriously and what they say really matters.”. In many ways, this is smart. Selling things, after all, is the point of business, isn’t it? People who feel like they’re being listened to feel accepted and appreciated. Harvey Mackay, Sales Expert, Author and Columnist.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

CX Accelerator

OCTOBER 26, 2019

Hires smart, capable people to help lead and make decisions. This has allowed him to be an outside-of-the-box thinker and he’s great at showing he really cares about people. He doesn't take things personally, and he never gives up. Which Avenger would you hire and why? He's all about the customer! ~ , Shep Hyken.

Education 182

Education Contact Center Technology Accountability 182

CX Accelerator

OCTOBER 26, 2019

Hires smart, capable people to help lead and make decisions. This has allowed him to be an outside-of-the-box thinker and he’s great at showing he really cares about people. He doesn't take things personally, and he never gives up. Which Avenger would you hire and why? . ~ , Matt Cromwell. Groot I am Groot. ~ , I am Groot.

Education 182

Education Contact Center Technology Accountability 182

SmartAction

NOVEMBER 8, 2023

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. Real-life examples There’s nothing like a demonstration to bring things closer to home. When it’s done wrong, callers are forced to endure labyrinthian menu options that provide no answers, just more questions.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

ChurnZero

FEBRUARY 8, 2024

Will we really see additional stress for CSMs in 2024? They’re missing their goals and then being forced to go through it again, and they’re not changing how they do things. There are a lot of psychological things that can add up to it too, which are much more difficult to solve—you’re not going to fix that with a meditation app.

Morale 52

Morale SaaS Coaching Management 52

Nicereply

MARCH 23, 2021

Plus, it’s really nice to be inspired every now and then! The list below is a sample of some of our favorite smart people who keep us on top of our game. Shep’s an author, speaker and thought leader on all things customer service. I’m really not sure how you can follow him, as he doesn’t seem to have Twitter or a blog.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CX Global Media

JUNE 25, 2018

I say smart move on their part. We’ve seen a drastic increase in bed bugs in these types of locations and we do a program of training employees as well as proactive inspecting programs to help provide a protection for the establishment, their employees and the business to keep things moving slowly so there’s no hiccups.

Contact Center 174

Contact Center Coaching contact center solutions Call Center 174

Nicereply

JUNE 20, 2023

Kristina: CX has really evolved over the past decade. Like many other roles, you have to unpack a lot before you really know what a company means when they say CX. Solutions and service orientation (but with an eye on revenue) is a really important skill. That is really important to CX. Data is a big one.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ProProfs Blog

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. This is the power of a positive and smart customer support team. Being in a situation where you have to say No to the customer- Isn’t it?

Customer Support 139

Customer Support Customer Experience Feedback Marketing 139

Call Center Weekly

MAY 30, 2018

Sometimes this process alone highlights that there really is no problem. And sometimes that means leaving some things behind, like unnecessary emotions. And sometimes that means leaving some things behind, like unnecessary emotions. What are some guiding principles you follow, when developing new leaders?

Sales 157

Sales Management Customer Experience 157

JustCall

JANUARY 29, 2024

And, let’s not ignore the budget factor; getting the best bang for your buck is a smart move when your business’s communication hub is in question. Among other features Convoso offers are smart voicemail drop , advanced workflow management, customizable dashboards, and CRM integrations.

Sales 52

Sales Abandon rate APIs CRM 52

TeamSupport

OCTOBER 12, 2022

A common example of self-service is the self-checkout at a grocery store, but self-service is really just like the internet in a nutshell. Most people will probably Google it (or Bing it, if you’re into that sort of thing), read or watch a tutorial (thanks WikiHow) and ultimately do it themselves. Want to really drive the point home?

Self service 98

Self service Chatbots Engineering Customer Support 98