Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Seeing the whatsit on screen might mean the expert can help the customer faster.

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. The more YOU KNOW. . How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better.

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

JUNE 30, 2017

What comes to your mind when I talk about businesses revolutionizing their technology experience? Some of you might be thinking about businesses upgrading their existing technology or buying a new one. Intelligent apps : The cost of business operation and the rate of defection have reduced to minimal.

Government 220

Government Technology Benchmark call center software 220

CX Accelerator

APRIL 1, 2022

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. I don’t want your money. I depend on your service to run my business so I need it to work. I depend on your service to run my business so I need it to work.

Government 266

Government Contact Center Personalization Customer Service 266

Beyond Philosophy

JULY 14, 2022

Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. It can reduce tension. It can be good for our relationships. . But for the rest of us, if we want to become more amusing, it is helpful to consider what makes things funny.

Coaching 413

Coaching Consulting Consulting Personalization 413

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. CX Visibility Bad audio quality. A call dropped in the middle of a customer complaint.

Contact Center 76

Contact Center Customer Experience Technology Sales 76

Beyond Philosophy

OCTOBER 20, 2022

It combines data, behavioral science, and artificial intelligence (AI) to gain insight into customer behavior and predicts what they will do next. We can anticipate customers’ needs tomorrow based on their behavior yesterday. One significant area that could use improvement regarding AI is the area of emotions.

Banking 195

Banking Contact Center Coaching Self service 195

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? However, in the context of leading a team that needs to put the customer at the center of everything they do, I have a story that explains how they are. At the time, I had just taken over a call center in my corporate role at British Telecom. Be humble.

Call Center 195

Call Center Customer centricity Consulting Consulting 195

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

Beyond Philosophy

JANUARY 12, 2022

Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want.

Contact Center 195

Contact Center Enterprise Technology Engineering 195

Beyond Philosophy

JANUARY 28, 2019

However, by adopting a renewed focus on the following five concepts in Customer Experience, you can overcome these challenges, and, perhaps more importantly, stay ahead of the competition. I have assembled them here for your reference. 5 CX Concepts to Stay Ahead of the Competition. Focus on the ROI of CX improvement.

Consulting 348

Consulting Consulting Benchmark Personalization 348

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

Beyond Philosophy

OCTOBER 28, 2021

Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . These bandwagon riders change some things in their experience but don’t track the results, and then, when the CEO wants an ROI, they don’t have anything to report. . So, How DO You Save Customer Experience?

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Beyond Philosophy

AUGUST 15, 2019

Peppers says that you have to think about the quality of the Customer Experience and why you measure it. Is it to see how well you have done? The answer to why will have much to do with how you measure your results. . The Types of Data for Your Metrics. Both are vital to measurement.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

APRIL 7, 2022

Many organizations do not know what customers expect from their experience and to their detriment. Fail to meet them, and you have, well, failed. You failed to surprise and delight the customer, and you failed to provide an excellent experience that inspires the customer loyalty necessary for customer-driven growth.

Journey mapping 195

Journey mapping Sales Consulting Consulting 195

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team. But it isn’t. .

Journey mapping 195

Journey mapping Customer centricity Consulting Consulting 195

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. Let’s explore what forms that technology can take.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Beyond Philosophy

JUNE 9, 2022

However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. What’s the human thing behind it? When do people want more or less human interaction? The first stat above suggests a generational shift from a traditional way of doing things.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

OCTOBER 21, 2021

Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic. While I have my opinions, I do not have all the answers about why experiences are poor today. By understanding other people’s views, you can improve your thinking. .

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Consulting 360

Consulting Consulting Feedback Personalization 360

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. Reaching a human can be nearly impossible. Use your CRM.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Beyond Philosophy

MARCH 31, 2022

Stephanie wrote to us to ask about what to do about a price increase regarding their Customer Experience. Before we dive into how you can maintain and improve your Customer Experience even during a price increase, it is essential to appreciate the role of inflation in the broader economy.

Customer Experience 221

Customer Experience Real estate Customer centricity Call Center 221

Fonolo

NOVEMBER 7, 2018

It could be argued that customer service is uniformly about a few core things: Giving consumers agency; shepherding them towards a positive outcome to their problems; and providing solutions and smiles by whatever means (and using whatever technology) necessary. And, you know, we’re here to help. Our thanksgiving gift to you?

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

pindrop

AUGUST 22, 2021

The phone call gives your business the opportunity to let customers hear and feel your eagerness to help them: the voice of a human being ready to listen and empathize. The phone call gives your business the opportunity to let customers hear and feel your eagerness to help them: the voice of a human being ready to listen and empathize.

Interactive Voice Response 128

Interactive Voice Response Contact Center Average Handle Time Self service 128

ShepHyken

JUNE 1, 2020

I have added my comment about each article and would like to hear what you think too. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. These days, there are three things I focus on when it comes to customer service. How can you predict or forecast? How do you scale up?

Customer Service 167

Customer Service Multichannel Call Center Contact Center 167

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. Your organization is doing its best with the resources it has. What else can you do? Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

Beyond Philosophy

JANUARY 13, 2022

There is a process, and today we will look at when and how you should sack a customer. . Sometimes, Robert says, no matter how much time, effort, and investment you put into improving the customer relationship, it remains dismal from both perspectives. So, How Do You Decide to Fire a Customer?

Accountability 195

Accountability Consulting Consulting Sales 195

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. We couldn’t agree more.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Global Response

SEPTEMBER 11, 2023

In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here for the straight insights. So, first things first: what exactly is an outsourced call center?

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Global Response

SEPTEMBER 21, 2023

Should e-commerce businesses work with outsourced call centers? When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also limited to the expertise, time, resources, technology and strategy available in-house.

Best practices 62

Best practices outsourcing Call Center Multichannel 62

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Your brand can provide this, too. Cloud Contact Center: What Is It & How Does It Work? Customer contact centers have come a long way. What Is a Cloud Contact Center?

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48