Beyond Philosophy

DECEMBER 16, 2021

There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG).

Education 243

Education Best practices Consulting Consulting 243

Callminer

DECEMBER 13, 2021

Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.

Healthcare 182

Healthcare 182

Contact Center Pipeline

DECEMBER 15, 2021

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has always been easier said than done, however, and the disruption of the pandemic compounded the challenge. In this “new normal,” how can customer-service organizations ensure that they are fulfilling their […].

Contact Center 130

Contact Center Metrics Customer Service Technology 130

Myra Golden Media

DECEMBER 15, 2021

For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.

Management 314

Management Customer Experience 314

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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

ShepHyken

DECEMBER 15, 2021

Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 312

B2C B2B Customer Service Customer Experience 312

Beyond Philosophy

DECEMBER 11, 2021

Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.

Best practices 273

Best practices Consulting Consulting Surveys 273

Steve DiGioia

DECEMBER 16, 2021

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. all boil down to “their” opinion of your product or service. What you offer is not what YOU think it is but what the CUSTOMER thinks it is.

Customer Service 147

Customer Service 147

ShepHyken

DECEMBER 17, 2021

This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He writes about how SMBs can make the most of the holiday season by investing in proper protection. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending.

Surveys 190

Surveys Advertising Marketing Customer Experience 190

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.

Customer retention 173

Customer retention Customer Service B2C B2B 173

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

Beyond Philosophy

DECEMBER 16, 2021

Consumers these days are more informed when they come to your retail centers today than they once were. Instead of browsing the aisles, they scroll through pixels. If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event.

Sales 195

Sales Consulting Consulting Customer Experience 195

Contact Center Pipeline

DECEMBER 16, 2021

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and appointments went online. Brick-and-mortar retail turned to digital. Our entire experience with brands was contained within a few square inches of a screen. Now, with social distancing restrictions lifting, the question […].

Self service 130

Self service Multichannel Technology Customer Experience 130

ShepHyken

DECEMBER 13, 2021

Each week I read many 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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. (VentureBeat) Excellent customer service is vital to the long-term success of any business.

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

Virtual Live Labs

DECEMBER 13, 2021

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations. New technologies and software platforms are launched. New organizational structures and new leadership development training are implemented.

Feedback 130

Feedback Best practices Contact Center Metrics 130

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

Beyond Philosophy

DECEMBER 15, 2021

Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. No one is really driving them around, either. What do you do? For Nissan’s Hussein Dajani , General Manager, Digital and CX Transformation, this wasn’t hard to imagine since he lived it for the past 18 months.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Contact Center Pipeline

DECEMBER 14, 2021

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines, no role has transformed as much as that of the frontline supervisor. Network and technology glitches aside, contact center agents can perform the majority of their tasks as well at home […].

Contact Center 130

Contact Center Technology Management 130

ShepHyken

DECEMBER 13, 2021

U.S. Federal Government to Make Customer Experience and Customer Service a Priority. 62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer service and CX research , he asked more than 1,000 American consumers, “Do you think the government delivers great customer service?

Government 189

Government Customer Experience Customer Service 189

Virtual Live Labs

DECEMBER 13, 2021

Change is continual in business, as there is an ebb and flow to what the market demands from contact center organizations. Seasonal surges and product launches can challenge contact centers to drive successful KPIs even under normal brick-and-mortar situations. New technologies and software platforms are launched. New organizational structures and new leadership development training are implemented.

Feedback 130

Feedback Best practices Contact Center Metrics 130

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

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; . improving customer satisfaction; and . enhancing your business processes. .

Customer Service 146

Customer Service Contact Center Abandon rate Call Center 146

TechSee

DECEMBER 16, 2021

In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.

Call Center 124

Call Center Self service Gamification Contact Center 124

ShepHyken

DECEMBER 14, 2021

We Are All Customers. What Customers Expect from CX Practitioners. Shep Hyken interviews Baker Johnson, Chief Marketing Officer at UJET. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done.

Customer centricity 161

Customer centricity SaaS Engineering Sales 161

SharpenCX

DECEMBER 13, 2021

According to Gallup , only 36% of U.S. employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In addition, that leaves many who will leave if a slightly better job comes around. In a virtual call center, this level of disengagement could seriously affect your customer and employee loyalty. .

virtual call center 128

virtual call center Call Center Metrics Coaching 128

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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

Outsource Consultants

DECEMBER 13, 2021

As we head into the heart of the holiday season, we’re undoubtedly focused on finding the perfect gifts for family, friends, and the names we drew for Secret Santa. Whether it’s a gift card (which, let’s be honest, is always the right size) or a Red Ryder BB gun, there’s no better feeling than knowing the hours you spent moonlighting as an elf produced a smile and a heartfelt thank you.

outsourcing 128

outsourcing Gamification Morale Call Center 128

HelpCrunch

DECEMBER 17, 2021

How many times have you asked yourself: “Gosh, can’t I just be Bruce Almighty and handle all customers’ requests faster, no fuss, no muss?” Been there, done that. Being snowed under with queries, one should [ … ]. The post Quotidian Customer Service Scripts to Ease Your Workflow appeared first on HelpCrunch blog.

Scripts 118

Scripts Customer Service 118

Transparent BPO

DECEMBER 17, 2021

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. In his new role, Birtwell will focus on expanding the […].

Business Process Outsourcing 118

Business Process Outsourcing outsourcing Contact Center Sales 118

Avoxi

DECEMBER 16, 2021

The Enterprise Guide to Interactive Voice Response (IVR) Software Modern day businesses require a reliable IVR system to succeed. When call flows are optimized and callers are routed to the right department, the first time, your customer experience (CX) metrics improve. Intuitive IVR software is critical to your bottom line and growing customer expectations.

Interactive Voice Response 118

Interactive Voice Response Enterprise Call flow Metrics 118

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

Uniphore

DECEMBER 14, 2021

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions. Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secur

Customer Experience 105

Customer Experience First call resolution Enterprise Upselling 105

Fonolo

DECEMBER 13, 2021

2021 was an incredibly innovative year. Remote and hybrid work officially entered the mainstream, shifting entire industries in the process. Great strides were made in AI assistive technology to create an easier, more human experience. Overall, it’s safe to say the world is more advanced and more connected than ever. So why does hold time still exist?

Airlines 91

Airlines Telecommunications Banking Contact Center 91

Transparent BPO

DECEMBER 16, 2021

Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense. And we found great potential in other markets – great technical infrastructure, deep pool of […].

Marketing 118

Marketing outsourcing Contact Center 118