Executive Insight: Continuous Customer Service - from Omnichannel to Omnipresent
Eckoh
MARCH 20, 2019
By Ashley Burton, Head of Product at Eckoh
Sat.Mar 16, 2019 - Fri.Mar 22, 2019
40 
The Culture Perception Gaps
CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now. PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed,
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How to Use Psychology to Provide the Best Customer Service Experience
Return Customer
MARCH 20, 2019
Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs. Of course, customer service ties both fields together, as providing a top-notch customer service experience is the key to acquiring and retaining new and existing customers
The Four Things You Must Do to Keep Customers Talking about Your CX
Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it.
Reimagine Your Communications With A Unified Platform
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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.
The Upfront Agreement of Future Communication
ShepHyken
MARCH 20, 2019
Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.
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How Trends Are Changing With Unified Communications
Callminer
MARCH 19, 2019
Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a streamlined environment.
How to Manage Uncertainty
Beyond Philosophy
MARCH 22, 2019
How to Manage Uncertainty. My team is the Luton Town Football Club. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. Now, he didn’t come up with the phrase. It’s a well-used epithet by many coaching organizations—and not just for football. <!
Guest Blog: Digitizing the Customer Experience Without Losing the Customer
ShepHyken
MARCH 22, 2019
This week we feature an article by John Boccuzzi Jr. who argues that digital transformation is bringing customer experience to an entirely different level. – Shep Hyken. If you had walked into a bank, clothing store or small local grocer 50 years ago, you likely would have found the manager or even the owner greeting you at the door, and the clerks may have called you by name and asked after your spouse and children.
It’s Time to Bid Farewell to Excel-based WFO
Contact Center Pipeline
MARCH 21, 2019
Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data to produce (pretty) reports, recipients may not understand, embrace or accept the findings. Moreover, without well-defined processes for what to do with the information, the impact falls short of potential.
The Verint Experience Index: Retail
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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
A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings. If you’ve ever lived in New England, you might be able to guess why. The cost of living is high, and the closet space in the beautiful historic buildings tends to be rather sparse.
The Only Vocal Tone Your Employees Should Be Using With Customers
Myra Golden Media
MARCH 18, 2019
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work.
Amazing Business Radio: Mark Copeman
ShepHyken
MARCH 19, 2019
Habits for Success. Fostering Good Customer Service Habits to Make Your Business Stand Out. Shep Hyken interviews Mark Copeman. They discuss his new book, Helpdesk Habits , which teaches employees how to turn good customer service practices into routine habits. They also talk about the importance of humanity within the employee and customer experience.
New KPI Metrics in the Era of Self Service
TechSee
MARCH 19, 2019
Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. No longer. Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.
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.
A Decade of Contact Center Pipeline: Useful Resources on Our Website
Contact Center Pipeline
MARCH 19, 2019
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […].
Which Live Chat Software is Best for an eCommerce Business?
ProProfs Blog
MARCH 18, 2019
Imagine this: You wish to buy a new set of black jeans. But a busy schedule is all you get to see. That’s when you plan to resort to the world of online shopping. As you start your search for the perfect black jeans, a plethora of options leave you confused. However, you decide to settle with two websites that provide a pair of black jeans as per your needs.
5 Top Customer Service Articles for the Week of March 18, 2019
ShepHyken
MARCH 18, 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. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. (MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across yo
How to Write Self-Service Support Material
GetFeedback
MARCH 18, 2019
When done right, self-service support material help your customers complete tasks on their own. But for self-service support resource to work, they need to be easy to read and understand. In other words, customer support teams need to be savvy about copywriting. Whether you’ve taken a copywriting course or aren’t very familiar with writing for business, improving how you write self-service support material can result in big wins for the customer experience.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Why Utility Companies Should Embrace Modern Customer Service Technology
Fonolo
MARCH 19, 2019
Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Poor customer service and disorganized call centers can not only be frustrating for consumers, but also have a negative impact on the company’s revenue, customer retention, and business acquisition.
The Human Experience Cycle
Customer Experience Matters
MARCH 20, 2019
As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.
4 Key Strategies for Effective Customer Experience Management
Upstream Works
MARCH 21, 2019
When we speak of Customer Experience (CX) and strategies for improving it, we need to clearly define the inherent business value. Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.
Make a Survey Online That Will Delight Your Customers, Not Annoy Them
GetFeedback
MARCH 20, 2019
If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.
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.
Client vs customer: what is the difference?
HelpCrunch
MARCH 21, 2019
Does your business have customers or clients? We at HelpCrunch decided to find the difference once and for all. The post Client vs customer: what is the difference? appeared first on HelpCrunch blog.
Complexity Is An Experience Killer
Customer Experience Matters
MARCH 22, 2019
I just spent two days in Miami with a great group of executives who are part of the SAP CX Client Advisory Board. One of their presentations described the company’s technology transformation, and included a stream of activity around “decomplexing.” I loved seeing that! Complexity ends up oozing its way into all types of experiences.
AI-Driven Business Insights From Every Conversation With 8x8 Speech Analytics
8x8
MARCH 17, 2019
As more than 6,000 business and technology leaders convene at Enterprise Connect this week in Orlando, attendees are garnering knowledge about how they can stay competitive in a fast-changing business landscape. It’s fitting that the world-renowned Daytona Speedway is right in Orlando’s back yard, as it’s imperative that companies move ever-faster to stay competitive.
When I grow up, I want to be Customer Experience Pioneer Jeanne Bliss
Aspect
MARCH 19, 2019
Okay, if I can’t be her, then I want her to keynote ACE 2019 – and guess what, SHE IS! I’ll admit that I have been a long-time fan of Jeanne and her podcast series The Human Duct Tape Show , but throughout our keynote evaluation process, it’s safe to say that I now self-identify as a Jeanne Bliss groupie! That’s right, the woman who for years has been helping companies develop strategies to become “beloved companies” got me to fall in love.
The Open CCaaS Advantage Report
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Customer Voice is More Important Than Ever—Here’s Why
GetFeedback
MARCH 20, 2019
The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience.
Infographic: Social customer service expectations in 2019
InTheChat
MARCH 19, 2019
The era of social customer service is here, and consumers no longer have patience with companies that can’t keep up. Already in 2019, we’ve seen the death of major brands that couldn’t keep pace with the continuing digital. The post Infographic: Social customer service expectations in 2019 appeared first on InTheChat.
Waiting in Queue Doesn’t Have to be Painful
Taylor Reach Group
MARCH 19, 2019
By Peg Ayers. When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave up and visited them in person!). I spent much of that hold time compiling my list of queue time grievances.
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