Mon.Feb 18, 2019

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Hear from the Experts How AI Drives Better Customer Experiences

Callminer

Using artificial intelligence to evaluate and understand past contact center conversations shows businesses what to expect and gives them the opportunity to be proactive in the future.

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The 5 Things You Need to Know About Great Service

Steve DiGioia

While celebrating my daughter’s 20th birthday at a local steak restaurant – yes, the chicken finger & fries meals are a thing of the past, I was reminded that great service and experience doesn’t happen by accident. There must be a series of steps planned for and actions taken to allow for great service. Here is my list of 5 things you need to know about great service.

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5 Top Customer Service Articles for the Week of February 18, 2019

ShepHyken

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. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. (Forbes) As the CTO of a company that streamlines customer care operations, I’ve seen firsthand how fast access to products and services, combined with seamless processes wit

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How to Follow Up With NPS Detractors, Promoters, and Passives

GetFeedback

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results. Once you’ve identified your Promoters, Passives, and Detractors, do you know how to follow up with them?

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The Complete MQL Action Guide for Converting More Leads

Genroe

MQL (Marketing Qualified Lead) is a relatively well-known term in B2B Marketing circles but there is little real world advice on what they are or how to apply to idea in your business. In this post we’ll look at practical approaches to identify and act on your MQLs in a… The post The Complete MQL Action Guide for Converting More Leads appeared first on Genroe.

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3 Critical Questions Analysts Aren’t Asking Their Stakeholders with Aaron Maass

Hero Digital

It’s a familiar scene: you’re in a meeting, and someone projects a dashboard with graphs of your marketing campaign outcomes. You can see a general upward or downward trend, but it’s hard to know where that data is coming from, why these patterns are occurring, and what to do next. Aaron Maass, our SVP of Data + Insights, is the latest guest on Lea Pica’s Present Beyond Measure podcast.

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Prepare Your Call Center for the 2019 Holiday Spike

Outsource Consultants

Believe it or not, it is already time to start thinking about the holiday rush! Not the Valentine’s Day increase you might have seen this month, we’re talking about the really big rush that will come months from now. That’s right, if you’re a retailer and haven’t started reviewing your ability to handle Black Friday through Cyber Monday call volumes, it is time to up your game.

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How to Follow Up With NPS® Detractors, Promoters, and Passives

GetFeedback

How to engage with Net Promoter Score (NPS) detractors, promoters and passive in a way that it will boost customer satisfaction.

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Dual Channel Recording for Call Center Quality Assurance

ChaseData

An Important Part of Call Center Quality Assurance. The average call center deals with hundreds of thousands of pieces of information daily. While the processing of all this information is spread between dozens or even hundreds of individual agents and management members, it can still be very difficult to ensure quality and consistency. Making sure the processing and utilization of this information are conducted properly is critically important to the success of the modern call center.

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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.

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How to Use a Research Mindset to Avoid Huge Survey Blunders

Interaction Metrics

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.

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Call Tracking: Opportunity Calls for the True Growth Hacker

Nexmo

Whether you’re a growth hacker with coding skills or a developer with growth hacking ambitions, you’re ignoring a whole world of digital marketing possibilities if you’re not using phone numbers as a channel. And it’s not because it’s too hard, too expensive or ineffective. It’s probably because you’ve assumed they aren’t hackable. But it turns out […].

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How to Win (and Keep) Customer Loyalty

VocalCom

Customer loyalty is not always easy to win, and it’s even harder to keep. As most businesses know, it costs five times more to acquire a new customer than to keep an old one. It’s not just a matter of satisfying customers—it’s all about giving them the kinds of experiences that make them want to come back over and over again. So what does it take to make this happen?

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How to Use a Research Mindset to Avoid Huge Survey Blunders

Interaction Metrics

Listening to your customers is smart—as long as you ask thoughtful questions that elicit useful insights. Unfortunately, when it comes to customer surveys, too many companies go through the motions, conducting customer surveys just to say they did it. That’s a big, BIG blunder. To avoid this, customer experience teams need to establish clear goals and put on their research hats.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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An NPS Success Story

Andrew Mcfarland

Shortly after I arrived at this company, one of the first things our CEO asked me to do was look into our NPS and understand its strengths and shortcomings. He felt that the numbers he saw were high compared with.

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3 Reasons Why Experience Innovation Will Drive Change in 2019

Talkdesk

It’s hard to believe that Opentalk18 was already three months ago, and planning for Opentalk19 is in full swing. As I start thinking about our agenda for this year’s event, I’ve been reflecting on some of the lessons I personally carried away from Opentalk18. If you were there, you might remember hearing the term “Experience Innovation” as part of the Talkdesk keynote.

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What Does a Mature DX Stack Look Like?

Topdown

Nobody wants to work on a puzzle if the pieces don’t fit together. The same idea applies to assembling digital experience (DX) technology stacks.

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The power of speech recognition in IVR

Eckoh

The voice revolution is here, and it’s here to stay. Alexa, Siri and Google Voice Assistant have given consumers not only the appetite to ask for whatever they want but also the technology.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How to Coach Customer Service Agents with Performance Data

Playvox

“Excellence happens when you try, each day, to both do and be a little better than you were yesterday.” — Pat Riley (former NBA coach). Launching a quality assurance program in your call center empowers you with a huge amount of performance data. You’ll use call recording, live chat, customer feedback, surveys and more to gain a deep insight into agents’ capabilities.

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Why Analytical Reading Is a Must-Have Skill

Help Scout

If you’re an experienced support manager or agent, you’ve probably read some of your junior colleagues’ answers and been surprised at the approach they have taken. You might wonder, “Didn’t he notice the customer wants to know how to buy our new software, not just what its features are?” Or “Didn’t she see that the customer had two complaints, not just one?!”.

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Keep Your Contact Center Safe – PCI Secure Payment

Waterfield Technologies

Contact center administrators have two masters to answer to when it comes to maintaining a secure credit card environment: the companies that issue the cards and customers who are rightly nervous about […]. The post Keep Your Contact Center Safe – PCI Secure Payment appeared first on Waterfield Technologies.

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The Future of Trade Unions – Treat Your Members Like Customers

CSM Magazine

Trade unionism continues to play a vital role in the modern employment landscape, but globalisation, automation, and flexible employment all pose risks to the way trade unions function in the modern world. How should the movement respond? The big challenge – membership numbers. The Office for National Statistics revealed that there were just 79 strikes or stoppages last year, the lowest since records began in 1891.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Concentrix Human Resource Director Wins Top 101 HR Tech Minds

Concentrix

The post Concentrix Human Resource Director Wins Top 101 HR Tech Minds appeared first on Concentrix.

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The 4 most effective eCommerce customer service practices

5CA

ECommerce not only means being open 24/7 but also missing out on having face to face interactions with your customers or potential customers.

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What Are the Advantages of NPS to My Business?

ProProfs Blog

Customer retention, customer loyalty, customer engagement, phew, these words are all I read about these days. One thing that tends to link all these factors together is Net Promoter Score or NPS. Ask any customer support expert, and they’ll go on about how good NPS is and how companies are adopting it and using it to their advantage. But for a beginner like you and me, how does NPS benefit.

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Customer Experience: The Hottest Buzzword in Business These Days

OctopusTech

Customer Experience or more popular its abbreviated form CX is the ubiquitous term in business these days. But what exactly this term is? This question may nod in the mind who are new in their business. So, let’s first start with defining the word is the sum of all touchpoints and interactions a customer has with the company. Nowadays, a customer can interact with brands of companies in more ways than ever.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Optimize Outbound Customer Care and Agent Productivity

Avaya

As a consumer, we’ve probably all had the experience of listening to a voice message only to realize that the automated system didn’t catch it was talking to our answering service, and therefore left only the last half of the message on the recording. Getting a message that says “… please call us back at your earliest convenience” isn’t nearly as useful as the one that starts out “This is your doctor’s office calling with your exam results…”.

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Satisfying Your Customer’s Needs

CSM Magazine

All customers have different needs, and while you might not be able to satisfy all of them, you must to try to fulfill as many as you can. Unless you can meet most of your customers’ needs, they will keep searching for other options. Functionality. For many customers, functionality is a primary need. This is the reason they opted to buy your product.