The Call Center School

JULY 1, 2019

Contact Center 90

Contact Center 90

C3Centricity

JULY 1, 2019

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.

Customer centricity 59

Customer centricity Marketing CRM Personalization 59

HelpCrunch

JULY 2, 2019

Check out our 5 recommendations on how to build a true customer-driven marketing strategy. The post 5 steps to creating a customer-driven marketing strategy appeared first on HelpCrunch blog.

Marketing 97

Marketing Sales Customer Service 97

ShepHyken

JULY 3, 2019

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company. More often than not, the customer may not even know they have a problem.

Customer Support 334

Customer Support Customer Service Customer Care 334

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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

Surveys

Myra Golden Media

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.

Customer Service 281

Customer Service Customer Experience 281

Callminer

JULY 1, 2019

Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.

Best practices 182

Best practices Customer Experience Management 182

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . Do you speak Internet? Just like any forum, the online world has its own codes, best practices, and of course, language – one that is imperative to know in our digital age.

Feedback 300

Feedback Self service Best practices Scripts 300

Myra Golden Media

JULY 2, 2019

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a

Coaching 264

Coaching Feedback Customer Support Management 264

Contact Center Pipeline

JULY 2, 2019

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after cheerful, optimistic group chatter, everyone breaks and heads back to their assignments. Do those types of actions get enough traction to change the direction of your center’s performance? For some reason, […].

Contact Center 160

Contact Center Employee engagement Feedback Call Center 160

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.

Customer Experience

CX Accelerator

JULY 1, 2019

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske

Customer Experience 140

Customer Experience Journey mapping Education Morale 140

ShepHyken

JULY 1, 2019

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. Is Customer Service The Same As Customer Experience? I Debate Myself by Steve Olenski. (Media Post) Like many others, I’m sure, I talk to myself quite frequently.

Journey mapping 298

Journey mapping Customer Service B2C Big data 298

Myra Golden Media

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. 1.

Self service 166

Self service Customer Experience Personalization Customer Service 166

Contact Center Pipeline

JULY 3, 2019

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. Imagine that history lesson 100 years from […].

Contact Center 140

Contact Center Call Center 140

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.

Contact Center

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. But sometimes, in the midst of the mundane, comes the mind-boggling: crazy, funny or hair-raising B2C customer service success stories that make your day and inspire you to deliver ever-better service.

Customer Service 104

Customer Service B2C Contact Center Engineering 104

ShepHyken

JULY 2, 2019

Punk CX with Adrian Swinscoe. Painting Outside the Lines of Customer Service. Shep Hyken interviews Adrian Swinscoe. They discuss his new book, Punk CX , and talk about how to apply punk sensibility to the customer service world. The Interview with Adrian Swinscoe: The speed of change is unceasingly fast, but true progress can be impeded by too much to quickly.

Surveys 272

Surveys Metrics Customer Service Customer Experience 272

Lumoa

JULY 2, 2019

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.

121

121

Contact Center Pipeline

JULY 4, 2019

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

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113

Advertiser: ZoomInfo

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

Technology

ProProfs Blog

JULY 3, 2019

Customer expectations are on the rise. Now, how updated are you in meeting their expectations at all times? No doubt, instant help is their top priority, and live chat is the solution. Except, it’s just the first step. Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition. 9 Amazing Tips on How to Cha

Customer Support 95

Customer Support Best practices Wait times Personalization 95

Fonolo

JULY 2, 2019

Last week, Fonolo hosted an insightful live discussion on the current state of AI and Natural Language Processing (NLP). The expert panel discussed how NLP relates to the general field of AI, the pros and cons of different approaches to NLP, and more. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Frank Schneider, Tobias Goebel , and Shai Berger.

Healthcare 98

Healthcare Call Center Self service Technology 98

GetFeedback

JULY 1, 2019

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way. Meanwhile, a report can provide a deep-dive of statistics, methodology, and executable actions.

Surveys 87

Surveys Education Marketing Customer Service 87

Nexmo

JULY 2, 2019

An IVR is the technical name given to an automated phone call where you enter digits on your phone keypad and the call responds appropriately – by reading you information, or connecting you to a number, or whatever. The great thing is that you can build them with Nexmo Voice! In this tutorial, you’ll build a small microservice to host a basic IVR.

Interactive Voice Response 91

Interactive Voice Response Scripts Accountability Best practices 91

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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

Coaching

CrazyCall

JULY 2, 2019

Nowadays, customer service plays a crucial role in the lives of every company. Customers are granted a power of providing an instant complaint that – what’s key – can be seen by anyone on the web! This changes everything as one negative review can completely change the way a company is perceived. As Seth Godin has mentioned years before , trust is the new currency that companies and their customers trade with.

Interactive Voice Response 91

Interactive Voice Response Customer Service Accountability Customer Support 91

Fonolo

JULY 4, 2019

Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. This is important, as customer service is the touchstone for all kinds of customer-facing interactions. In training CS representatives, it’s crucial to help them understand a) what they are doing; and b) why they doing the job.

Best practices 83

Best practices Customer Service Brand ambassadors Call Center 83

teleopti

JULY 1, 2019

What is contributing to the increase in handle time? Why are customer satisfaction scores continuing to decline? If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. More than likely, in addition to these questions, you might be asked to present a summary on what is driving the change in behavior along with an action plan.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Nexmo

JULY 2, 2019

An IVR is the technical name given to an automated phone call where you enter digits on your phone keypad and the call responds appropriately – by reading you information, or connecting you to a number, or whatever. The great thing is that you can build them with Nexmo Voice! In this tutorial, you’ll build a small microservice to host a basic IVR.

Interactive Voice Response 91

Interactive Voice Response Scripts Accountability Best practices 91

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

Journey mapping

C3Centricity

JULY 3, 2019

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.

Feedback 79

Feedback Advertising Personalization Marketing 79

Nicereply

JULY 2, 2019

Just like Jon Snow before an attack on Winterfell, you need to prepare for your seasonal rush so you can thrive instead of just survive the winter. And yes, the battle for outstanding customer service is often just like the stories in Game of Thrones. This is because customer support tickets can increase by 42% for retailers during this time of year, putting a massive strain on your support team.

Feedback 81

Feedback Surveys Self service Customer Service 81

Customer Experience Matters

JULY 2, 2019

Given the recent closing of Temkin Group, it seems like a good time to reflect on what I’ve learned over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement. Looking back, here are six principals that have helped me succeed: Actively Simplify. When faced with new situations, it often seems easiest to add layers of rules or additional concepts.

Customer Experience 81

Customer Experience 81