CCNG

JULY 26, 2023

Here is information that my fellow CCNG members may want to consider when choosing a new cloud contact center product. Future Change is Often Overlooked Beyond the normal due diligence of comparing vendors’ products to their requirements and doing a cost-benefit analysis, companies often overlook the issue of future change.

Cloud contact 195

Cloud contact Contact Center CCNG Finance 195

Steve DiGioia

MAY 1, 2023

In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.

Customer Service 162

Customer Service Marketing Personalization Management 162

ShepHyken

APRIL 23, 2021

Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. . In this article, we’ll discuss why your brand should consider upping its customer service game on social media and take a look at some brands that do it well. .

Customer Service 314

Customer Service Advertising B2B Chatbots 314

Steve DiGioia

JANUARY 3, 2022

As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use. Why in the world do I need to ask for a napkin? Here’s why. They are so right.

Advertising 351

Advertising Accountability Customer Experience Customer Service 351

ShepHyken

JUNE 29, 2021

These gaps can be felt by the customers through their digital channels, interactions with people, and a variety of things in their organization. In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction. How has the pandemic changed customer expectations and interactions?

B2B 352

B2B Consulting Consulting Marketing 352

ShepHyken

APRIL 28, 2023

She shares why customer standards matter and how your organization can meet them. Bell, a world-renowned authority on customer loyalty and service innovation, says that customer service standards impact a company’s success more than anything else1: “The biggest differentiator is service, not product, proficiency, or price.” – Chip R.

Customer Service 161

Customer Service Accountability Self service Customer Support 161

ShepHyken

MARCH 4, 2024

by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) that a customer has with an organization over the life of the “relationship” with that company… and, more importantly, the feelings, emotions, and perceptions the customer has about those interactions.

B2C 146

B2C Customer Service B2B Marketing 146

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share. Even on days that we are not working, we have this subtle question running in our minds- Was I productive today?

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

ShepHyken

JULY 12, 2021

DestinationCRM) Even as interactions move to digital channels like chat, email, and social media, the companies providing the best customer service are ensuring that they don’t overdo digital to the extent that customers can’t reach a live agent when necessary. (The Why would customers stay loyal to brands that are slow or can’t offer help?

Customer Service 312

Customer Service Entertainment Coaching Self service 312

ShepHyken

JULY 3, 2023

Make it easy for your customers to adopt your products and services. Measure and get feedback on the different points of the interaction throughout the customer’s journey. Ricardo wrote a must-read article on why brands should simplify customer and employee experiences. Why is it necessary to simplify the customer journey?

B2C 156

B2C B2B Feedback Customer Experience 156

Steve DiGioia

APRIL 17, 2023

The once productive team now lost a step. You can see it in how he interacts with the employees. When plans go awry, I find out why. Equipment or product shortages? Leaders find out why and then dictate a course of action to overcome these challenges. No need to address potential reasons why things are off.

Morale 147

Morale Sales Personalization Management 147

CSM Magazine

MARCH 26, 2024

Their dedication to understanding and meeting customer needs, along with their emphasis on quality products and services, has contributed to the establishment of a positive relationship with consumers. Example: “I completely understand why that would be upsetting, and I’m sorry for the inconvenience it has caused.”

Customer Service 116

Customer Service Personalization Marketing 116

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters.

Wait times 89

Wait times Feedback CRM Surveys 89

Bill Quiseng

FEBRUARY 21, 2024

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Now you know why customers don’t seek B2B or B2C businesses. So, be Magnificently Boring! One to One.

B2C 88

B2C B2B Customer Experience Customer Service 88

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.

Accountability 107

Accountability Enterprise Marketing Management 107

CSM Magazine

JANUARY 30, 2024

Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. Personalized Interactions A second hallmark is their ability to offer personalized interactions that transcend the cookie-cutter approach. Spotting Customer-Centric Companies I.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

OctopusTech

MARCH 1, 2024

What exactly is the difference between the two and why does your business need both? It encompasses the emotions customers associate with your company and the promise of value they can expect from your products/services. It is a critical channel where people will interact with and continue forming perceptions of your brand.

Analytics 62

Analytics Marketing Feedback Personalization 62

Vistio

APRIL 22, 2024

From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. This allows you to iron out any issues and build confidence in AI’s capabilities before going live with customer interactions. The allure of AI in contact centers is undeniable.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

Customer Service Life

FEBRUARY 29, 2024

In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program. In this article, I’ll share the key elements in effective one-on-one conversations that will help you truly invest in the quality, productivity and well-being of your contact center agents.

Contact Center 88

Contact Center Metrics Coaching Feedback 88

SharpenCX

JULY 26, 2023

Every call your contact center receives brings heaps of data with it: customer information, customer preferences, product insights, customer satisfaction scores, and much more. Here’s why it means a lot more than you think — and how to use it to your advantage. It’s what you do with this data that makes it valuable.

Call Center 67

Call Center Contact Center Contact center software Coaching 67

delighted

APRIL 12, 2024

There are a number of reasons why respondents might lose interest in taking your surveys. This is why having a goal and action plan for your survey program is so important. For consumer product feedback, it’s best to send your survey up to 7 days after the product is in hand. What can cause survey fatigue?

Surveys 81

Surveys Feedback B2B SaaS 81

OctopusTech

MARCH 22, 2024

Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. Chatbots are often used for a variety of purposes, including: Chatbots can easily manage various customer interactions, from answering frequently asked questions to guiding customers through sales.

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Read the original post in full here on our parent company Enghouse Interactive’s website. Why we need to think of the contact centre as a revenue engine. Here’s what to consider.

Accountability 124

Accountability Best practices Engineering Customer Service 124

Playvox

FEBRUARY 6, 2024

In the context of a contact center, QM is the people, processes, and systems a contact center uses to monitor customer interactions to ensure they are being handled by contact center agents in the desired fashion. But why stop there? The concept of total quality management (TQM) was introduced and advanced by visionaries such as W.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. To better understand what is meant by customer sentiment analysis and why it’s useful, let’s break down some common industry terms.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. Think of it like this: every customer interaction is a treasure trove of insights.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

ProProfs Blog

JANUARY 18, 2022

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. But why market research surveys ? This helps businesses validate the market demand and profitability of their product/feature before diving into the development process. . How did they get to know about you?

Marketing 145

Marketing Surveys Feedback Education 145

SmartAction

NOVEMBER 22, 2023

We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context.

B2B 115

B2B Journey mapping SaaS Engineering 115

CSM Magazine

MARCH 26, 2024

Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. Let’s explore how contact centers shape brand identity and why they’re essential for nurturing positive customer relationships. For instance, a customer contacts customer support because they received a damaged product.

Contact Center 52

Contact Center contact center solutions Call Center Feedback 52

Nicereply

FEBRUARY 29, 2024

Knowing target users and analyzing their intents while interacting with your brand is the first queue to building a good user experience. Here are 11 tactics to enhance how you interact with your customers and eventually create an impressive customer experience workflow that will transcend into business.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Lumoa

FEBRUARY 7, 2023

Why you should care about the Voice of the Customer? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image. In short, anywhere your customer talks about their experience with your business, or interacts with you is an example of VoC.

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

Feedback 87

Feedback Contact Center Metrics Surveys 87

Fonolo

SEPTEMBER 28, 2022

That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. An after-call survey is a series of questions requesting customer feedback right after an interaction. Imagine what they’re feeling and thinking after an interaction.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. In the first generation of customer success, CSMs became a catch-all for any activity requiring customer interaction. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 106

Sales Marketing Metrics APIs 106

Win the Customer

SEPTEMBER 8, 2023

It’s not just about having a great product or service; it’s about how you make your customers feel when they interact with your brand. In this blog post, we’ll explore why CX matters for startups and provide actionable strategies to craft a CX strategy that can lead to success.

Customer centricity 59

Customer centricity Chatbots Feedback CRM 59