Serenova

APRIL 7, 2020

With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. The infrastructure we helped create for this customer provided direct support to internal agents so they could serve external customers.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Call Design

MARCH 22, 2020

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78

78

CSM Magazine

JUNE 28, 2021

How can you make sure that customer support employees feel engaged with their teams, and their organisation as a whole? How to address it, and better: how to drive it for the better? To answer this question, we need to ask ourselves the question: what is employee engagement ? How do you like the current team?

Employee engagement 52

Employee engagement Customer Support Surveys Analytics 52

Vcaretec

NOVEMBER 4, 2019

To help you understand how we can help you with your most urgent tasks, let’s look at the benefits that we bring on board with our services. Find the Help You Need When You Need It No matter how extensive of a team you lead, you always need someone to help with the additional tasks on your plate.

outsourcing 40

outsourcing Big data Call Center Technology 40

Beyond Philosophy

APRIL 25, 2024

Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox.

Customer emotions 195

Customer emotions Engineering Education Personalization 195

Robert Davis

NOVEMBER 11, 2019

We determined agents were missing opportunities: Customer Service – Members who called in and had only one product did not receive offers for the other product. Let’s set up a call and discuss how Robert C. Davis and Associates ( [link] ) recently engaged with a client selling association members dental and vision insurance.

Sales 48

Sales Call flow Coaching Contact Center 48

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. We have been here before, too.

Customer Experience 359

Customer Experience Consulting Consulting Education 359

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. How narratives aid memory retention and emotional connection.

Marketing 221

Marketing Personalization 221

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. It’s surprising how these communication norms are changing, and we need to stay aware of these shifts. It shows how communication norms differ across platforms. Take LinkedIn, for instance.

Personalization 221

Personalization Technology 221

CCNG

APRIL 12, 2024

We will examine how automation and AI are not the same in the context of the contact center, that automation can contain AI and AI can utilize automation. However, what the goal should be is determining how you can elevate the customer experience in your contact center utilizing automation, AI, and all resources available to you.

Contact Center 221

Contact Center Interactive Voice Response CCNG Chatbots 221

Beyond Philosophy

APRIL 12, 2024

The manager knows him, we chat, and he recommends a lure. We’ve all got our versions of this – the local diner, your loyal barber, or maybe a small biz that fuels your hobbies. Remember: we do not pay for Facebook, but they’re cashing in on us. We want personalization for a few reasons. His take?

Personalization 221

Personalization Marketing Sales Technology 221

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? Next, it’s interesting that Boehme thinks that many organizations struggle to understand how customers want to improve their lives and to translate these insights into an effective product, marketing, and sales strategy. So, do we stop there? How far does this rabbit hole go?

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

Beyond Philosophy

FEBRUARY 23, 2024

So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending? Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. 21:08 We explore how financing in the mix can change the spending experience for customers.

Accountability 221

Accountability Finance Technology Management 221

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Did you know we have a YouTube Channel too? How can we help?

Consulting 221

Consulting Consulting Customer centricity Education 221

Beyond Philosophy

JULY 13, 2023

But, unfortunately, we don’t get it; we cannot understand the context. Therefore, the mistake organizations are making with AI is how they set it up. What we need is that context, which explains why it is 42. How you design your AI is critical to the insight you will get from it.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it.

Marketing 393

Marketing Customer centricity Feedback Customer Experience 393

ShepHyken

APRIL 9, 2024

Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand. In the competitive world we are in, this makes sense. At least, it appears that way.

Surveys 347

Surveys Customer Service Customer Experience 347

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Rules are next because they help you say no.

Personalization 358

Personalization Marketing Consulting Consulting 358

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Alignment: We want to keep the car in alignment. Consider these five ideas: Reliability: First, you want to build a car that works.

Customer Experience 222

Customer Experience Advertising Feedback Engineering 222

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 870

Transportation Surveys Consulting Consulting 870

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

Beyond Philosophy

JULY 16, 2022

We hope you enjoy today’s show. Usually, we have one pickle per podcast. Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Thanks very much. To vote, please click here.

Consulting 394

Consulting Consulting Surveys Customer Experience 394

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. Suppose we’re trying to make a customer feel cared for or valued. Customer behavior can help here. If a specific negative emotion drives customer behavior, examine how your organization operates up to that point in the customer journey.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Beyond Philosophy

AUGUST 27, 2022

Intuition is the way we can “know” things without using our reasoning. Robin Hogarth’s book, The Myth of Experience , can help. In it, Hogarth has theories about intuition and how it forms, and in what conditions it might be more reliable than others. Please tell us how we are doing!

Consulting 354

Consulting Consulting Surveys Customer Experience 354

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. This means we can communicate with AI as if we’re conversing with a human, whether through speech or text. How can we help?

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

JANUARY 5, 2024

So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. In today’s episode, we delve into the art of habit transformation, uncovering seven strategic pathways to overhaul routines and maximize returns on investments.

Education 221

Education 221

Beyond Philosophy

MARCH 15, 2024

We apologize for being so direct, but the fact is customer crises are inevitable. We doubt it. We share these rules and why they will help in this episode. You will have a customer crisis. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach?

Customer emotions 221

Customer emotions Management Customer Experience Customer Service 221

Beyond Philosophy

FEBRUARY 29, 2024

It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges. We consider it an opportunity to spend it specially.

Accountability 195

Accountability Finance Banking Management 195

Beyond Philosophy

JANUARY 4, 2024

We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. Learning #2: We are in danger of allowing history to repeat itself. As we see it coming, I know a lot of organizations diving into AI integrations.

Customer centricity 243

Customer centricity Morale Finance Education 243

Beyond Philosophy

DECEMBER 8, 2023

In some cases, it’s due to inertia, and distinguishing between the two is what we’ll delve into today. In this episode, we talk about how to make this distinction. We also talk about how to develop strategies that nurture genuine customer loyalty. Did you know we have a YouTube Channel too?

Airlines 221

Airlines Consulting Consulting Education 221