Integrity Solutions

FEBRUARY 1, 2024

At the same time, in this era of digital transformation and increasing commoditization, a growing chorus from both within and outside the world of sales seems to be floating the idea that maybe we just don’t need salespeople anymore and that things like conversations and active listening in sales are passe.

Sales 106

Sales Coaching Scripts B2B 106

CCNG

MARCH 16, 2022

You can listen and engage almost anywhere you get your podcasts. For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Callminer

OCTOBER 18, 2022

Join us for LISTEN in Miami, Oct. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.

Management 182

Management 182

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Beyond Philosophy

DECEMBER 10, 2018

An important principle in both marketing and customer experience is that you should listen to your customers. By listening to what your customers are saying on social media, you also find out about issues quickly. The post Are You Listening to Your Customers – Or Driving them Crazy? Survey Overload. appeared first on.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Integrity Solutions

DECEMBER 20, 2023

So often, we listen to respond. Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. It was a profound experience.

Sales 86

Sales Coaching Consulting Consulting 86

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. They don’t like repeating themselves, and they definitely want to know you are listening to them. This is where active listening comes in. Active listening is not a character trait some people are born with.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

CX Accelerator

JULY 8, 2019

There are many ways to listen. People listen with their eyes, and with their hands (remember the movie: A Quiet Place ). Listening is a central process in the way people survive. If you are not actively listening, critical information is missed. So much to consider when listening to what someone is saying.

Personalization 175

Personalization Feedback Customer Service Customer Support 175

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Author: Jeremy Watkin.

Surveys 182

Surveys Contact Center Consulting Consulting 182

Contact Center Pipeline

AUGUST 18, 2021

I’ve always known that I must listen more than I speak when coaching an agent. The conversation running in my head kept me from actively listening to what the agent was saying, and I […]. However, when I first became a team lead, I was always thinking about my response while the other person was speaking.

Coaching 130

Coaching Personalization Contact Center Call Center 130

Callminer

NOVEMBER 20, 2019

This year’s annual LISTEN user conference was the largest yet with 413 attending the event! It's hard to believe it's "in the books!" Here's our wrap up!

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Myra Golden Media

DECEMBER 13, 2018

Poor listening often leads to customer frustration. When a retail employee merely hears a customer—instead of actively listening to them—they’re less able to determine precisely what that person needs. I designed my Listening class for LinkedIn Learning to help you avoid these kinds of miscommunications. Duration: 18m 47s.

Sales 266

Sales Upselling Personalization Customer Experience 266

Callminer

SEPTEMBER 10, 2019

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

182

182

Fonolo

AUGUST 29, 2023

Call centers are at the heart of modern customer service and that makes active listening an indispensable CX tool. As call center managers, you have the power to train and encourage your agents to become active listening experts; enhancing customer satisfaction and loyalty. Bonus: It makes your agents’ jobs more interesting , too.

Contact Center 67

Contact Center Call Center Abandon Call Construction 67

Callminer

NOVEMBER 8, 2018

In addition we will discuss how listening to your customers and using speech analytics can impact customer loyalty and your company’s bottom line. The post How Listening to Customer Impacts Your Bottom Line appeared first on CallMiner. And this bottom line is adding up! An area of avoidable bad practices is the call center.

Call Center 233

Call Center Surveys Analytics Best practices 233

Beyond Philosophy

MAY 24, 2017

Are you listening to your customers and providing the Customer Experience they deserve? The post Exciting New Trend: Companies Do Listen To You! These happy dining memories should have them coming back for more. Have you sampled local fare at a ballpark this year? What did you think? Share your thoughts in the comments section below.

Consulting 344

Consulting Consulting Customer Experience 344

Beyond Philosophy

JANUARY 12, 2022

Listening to the VoP can help organizations not only help their customers faster and more efficiently, particularly in the contact center (reducing call time, avoiding calls in the first place), but also become more competitive,” says Goebel. Then, she accessed the robot remotely and “listened” to it.

Contact Center 195

Contact Center Enterprise Technology Engineering 195

Callminer

JUNE 25, 2019

We are excited to announce the keynote lineup for our annual speech analytics user conference, LISTEN, November 4-6, 2019.

Analytics 182

Analytics 182

Cisco - Contact Center

OCTOBER 11, 2023

The Cisco Black Belt Partner Listening Program is a testament to Cisco Black Belt Academy’s unwavering commitment to partner experience and satisfaction. This innovative initiative has not only… Read more on Cisco Blogs

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90

Call Center Weekly

APRIL 24, 2019

Despite the fact there are some differences in approaches, we can all agree on the one thing, we consistently struggle to get our organizations to understand: you still need to listen to the calls. I am notorious for saying that our goal in speech analytics is to help make insights easier to obtain- not outright replace human listening.

Analytics 175

Analytics First call resolution Education Customer Experience 175

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. empathy #custserv #cx Click To Tweet Why is Active Listening Important in Customer Service? It’s critical to engage in active listening to make that person feel truly heard, understood, and served. People just want to be listened to.

Customer Service 67

Customer Service Call Center call center professionals Scripts 67

Callminer

OCTOBER 30, 2019

Don’t miss the opportunity to meet and network at LISTEN 2019. Speech analytics is a complex industry, but our women employees make it look easy.

Analytics 182

Analytics 182

Steve DiGioia

MAY 21, 2018

Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening. Without being a good listener how can you ever “hear” your customer’s concerns, wants, needs or desires? I bet you’re a pretty good listener, right? Listening For The Gist.

Customer Service 173

Customer Service Personalization 173

Callminer

OCTOBER 28, 2019

At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.

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182

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. I had told her my friend’s name, but she wasn’t listening and in my opinion, she didn’t care. That happened because a frontline employee was not listening. You Can Train People to Listen.

Consulting 208

Consulting Consulting Customer Service Sales 208

Beyond Philosophy

JANUARY 12, 2022

The post The Big Fail: Why Are You Not Listening to the Voice of Your Product? Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help? Click here to learn more about Beyond Philosophy’s Suite of Services. appeared first on CX Consulting.

Consulting 195

Consulting Consulting Surveys Feedback 195

C3Centricity

JUNE 17, 2023

That’s why real-time feedback and social listening in today’s customer-centric landscape are […] Things are moving faster than ever these days, aren’t they?

Feedback 90

Feedback Customer centricity Customer Service 90

Callminer

MARCH 1, 2020

Time to reflect, as this time last week we held the first event of this years’ LISTEN World Tour in central London, to great success.

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182

Tethr

MAY 29, 2023

Tethr enables CX leaders to accelerate customer listening and helps them understand what is driving the outcomes they care about the most.

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83

Beyond Philosophy

MAY 5, 2015

However, the idea of emotions in business makes some people uncomfortable, almost as uncomfortable as encouraging people to listen to the voices in their heads! These are the little voices that we all need to listen to in our Customers heads. The post Listen to the Voice in your Customer’s Head appeared first on.

Customer emotions 284

Customer emotions Customer Experience Call Center Customer centricity 284

Steve DiGioia

NOVEMBER 5, 2015

You can’t have a discussion about customer service without customers stressing the importance of listening. Yet so many customer service managers and teams focus on checklists and procedures above listening and adapting to customers. She uses real life stories to ignite true customer focus, and here is her story.

Customer Service 271

Customer Service Coaching Management 271