Enghouse Interactive
JULY 23, 2021
Guest Blog by Colin Shaw – Founder & CEO of Beyond Philosophy. Your customers do not choose you based on the experience you provide. Instead, customers choose you because of the experience they remember you provide. This is a small but vital difference. Therefore, managing what your customers remember is imperative for organisations today.
Babelforce
JULY 22, 2021
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good for customers? Conversational AI is the future of routing Don’t forget omnichannel contact routing! Your contact center uses some kind of call routing, right? Probably an IVR that does some broad-strokes data collection and sends callers to either service or sales?
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Working Solutions
JULY 22, 2021
Delivering a great customer experience (CX) is undeniably essential to ensuring the long-term success of the company. But in the drive to deliver a CX that’s fast, efficient and tech-savvy, it’s important not to forget the real cornerstone: empathetic customer service. Yes, even in the era of chatbots, autoresponders and one-click shopping, where customer care […].
ShepHyken
JULY 21, 2021
I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.
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Beyond Philosophy
JULY 20, 2021
It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me. We shared these books on a recent podcast, chosen because we liked them a lot or, in some instances, because they changed our lives. While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and you
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
JULY 22, 2021
AI-assisted bots are reshaping customer digital engagements - and chatbots are leading the way. But customers today expect more than just a new interactive FAQ. They want the bot to know them, engage them and make decisions based on their specific customer history. My organization works with company’s contact centers to help them design and build effective digital engagements using the most acclaimed customer engagement application on the planet - Salesforce.
ShepHyken
JULY 23, 2021
This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .
Beyond Philosophy
JULY 17, 2021
In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.
Contact Center Pipeline
JULY 20, 2021
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward. It has been 20 years since a group of software industry thought leaders created the […].
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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
TechSee
JULY 20, 2021
In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes. It’s therefore no surprise that the global medical device market size is approximately half a trillion U.S. dollars.
ShepHyken
JULY 20, 2021
The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).
Beyond Philosophy
JULY 22, 2021
I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue.
Contact Center Pipeline
JULY 22, 2021
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. But most companies can do better—a LOT […].
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.
Steve DiGioia
JULY 19, 2021
Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.
ShepHyken
JULY 19, 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. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus
Fonolo
JULY 22, 2021
Every company needs strong customer service to set them apart from its competitors. After all, customers are more loyal to businesses that treat them with respect, kindness and that support their needs. Customer service in a contact center is especially important. Most call center agents are familiar with the rage of angry customers, frustrated with long wait times, and other problems.
ProProfs Blog
JULY 20, 2021
A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on. Usually, people are reluctant to share personal information via offline surveys. But, online surveys can be made more discreet and anonymous to put forth sensitive questions.
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!
SharpenCX
JULY 21, 2021
Back in 1927, husband and wife John Willard and Alice Sheets Marriot started a humble root beer stand. With this, they founded Marriott International. By 1957, the couple implemented a new customer experience strategy and expanded their root beer stand into a profitable chain of restaurants. Eventually, they moved business into the hotel and hospitality industry.
Customer Service Life
JULY 23, 2021
Planning the bachelorette party for a dear friend, I knew that “Oh Sh*t Kits” are a must to include for the bride tribe. In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared!
Fonolo
JULY 20, 2021
You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center. Callers will use either a dial pad or tap-button options ( Visual IVR ) to connect with an appropriate agent or department to address their needs. An optimized IVR system is essential to call center software , as it reduces costs, improves customer satisfaction, increases first-call resolution (FCR), and increases overall call center efficie
The Northridge Group
JULY 21, 2021
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights from Northridge’s latest report in the infographic below: To access the full State of Customer Experience 2020 report, please fill out the form below.
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.
Outsource Consultants
JULY 19, 2021
Olympians don’t just “happen.” There are a lot of factors that contribute to Olympic success. Genetics, financial resources, access to top coaching, and exposure to the sport at a young age are all virtual requirements for a decorated athletic career. A country’s topography and climate don’t just impact its chances of performing well in a sport; they often dictate whether the country bothers to compete at all.
Totango
JULY 23, 2021
What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game. He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls.
Integrity Solutions
JULY 20, 2021
In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.
Ansafone
JULY 23, 2021
Call center technology advances with the times to prioritize customer and client needs. In the modern age, artificial intelligence (AI) is a staple in the business world. AI is also present in the day-to-day operations of contact centers where it shapes customer satisfaction and business analytics. AI aids contact center operations to produce the most … Hand in Hand: How Contact Centers and Artificial Intelligence Work Together Read More ».
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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.
HelpCrunch
JULY 23, 2021
It was one of those autumn days when it rained cats and dogs. Having forgotten my umbrella at home, I walked down the street shivering from the cold and searching for a place to hide. [ … ]. The post 8 Poor Customer Service Examples from Real Life appeared first on HelpCrunch blog.
Totango
JULY 19, 2021
The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.
Alorica
JULY 20, 2021
IRVINE, Calif., July 20, 2021—Alorica Inc., a global leader in customer experience solutions, announced today the appointment of Michael Moore as Senior Vice President, Customer Experience (CX) and Digital Solutions. Expanding on his successful executive consulting engagement with Alorica, Moore assumes responsibility for strategic leadership, account development and client advocacy in customizing.
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