INDUSTRY INSIGHTS YOUR PEERS ARE READING
Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” ” Why? All customers want their experiences to be easy. MORE
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. MORE
This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering). MORE
Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company. MORE
The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” MORE
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers. MORE
When you enrolled in a graduate program in accounting, you probably didn’t imagine you would one day also have to worry about marketing. Accounting courses train their students to become CPAs and run an accounting firm successfully. MORE
Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. MORE
My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. MORE
Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized MORE
This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. MORE
Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone. MORE
Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream. MORE
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. MORE
Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….” MORE
What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal. MORE
If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority. MORE
Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies. Chatbot Customer Service Trade Shows MORE
It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. MORE
Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email , there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place. Quite simply, your customers are overwhelmed. MORE
I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question? MORE
Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience. MORE
“Your Call Is Important To Us” When your customers hear that, do they really believe it? The longer you make them wait, the less important they feel. MORE
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? MORE
by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. MORE
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy. MORE
Each week I read a number of 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. MORE
Customer service is often not seen as the effective marketing tool that it is. MORE
ShepHyken
MAY 15, 2019
It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc.
Beyond Philosophy
MAY 17, 2019
Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” ” Why? All customers want their experiences to be easy.
Myra Golden Media
MAY 13, 2019
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.
Contact Center Pipeline
MAY 14, 2019
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy.
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.
TechSee
MAY 14, 2019
Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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ShepHyken
MAY 14, 2019
Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.
Contact Center Pipeline
MAY 15, 2019
If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority.
UJET
MAY 14, 2019
Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.
Totango
MAY 14, 2019
Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off?
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
Myra Golden Media
MAY 13, 2019
Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.
ShepHyken
MAY 17, 2019
This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business.
Contact Center Pipeline
MAY 16, 2019
Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the individual, operation and company.
Satrix Solutions
MAY 15, 2019
My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain.
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Unymira
MAY 16, 2019
Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies. Chatbot Customer Service Trade Shows
Kristina Evey
MAY 14, 2019
Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey. Employee Experience Journey Mapping Leadership Podcasting Uncategorized
ShepHyken
MAY 12, 2019
Each week I read a number of 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.
Strikedeck
MAY 14, 2019
Andy shares what causes stress for the customer, and what you can do to assuage it. Customer Success Customers Onboarding saas value realization
Speaker: Kerry Bodine and Lindsay Sykes
The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.
Interactions
MAY 15, 2019
What does it mean to be conversational? We’ve seen a rise in conversational marketing over the past few years. Conversational marketing is exactly what is sounds like, a marketing style the companies use to engage and interact with their customers in a way that feels natural, casual, and informal.
Abby Connect Virtual Receptionists
MAY 13, 2019
When you enrolled in a graduate program in accounting, you probably didn’t imagine you would one day also have to worry about marketing. Accounting courses train their students to become CPAs and run an accounting firm successfully.
Hero Digital
MAY 16, 2019
This post was co-authored by Leah Rosing (Principal, User Research & Insights) and Wally Zielinski (Manager, Front End Engineering).
Taylor Reach Group
MAY 14, 2019
by JD Fairweather. There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans.
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
GetFeedback
MAY 17, 2019
Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email , there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place. Quite simply, your customers are overwhelmed.
PlayVox
MAY 14, 2019
Working remotely offers businesses and employees a number of benefits. First and foremost, let’s talk commuting. Research by the U.S. Census Bureau shows people in full-time roles typically spend more than 200 hours travelling to and from their jobs each year. That can’t sound appealing to anyone.
ChurnZero
MAY 17, 2019
The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ”
Steve DiGioia
MAY 13, 2019
I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question?
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Talkdesk
MAY 14, 2019
“Your Call Is Important To Us” When your customers hear that, do they really believe it? The longer you make them wait, the less important they feel.
GetFeedback
MAY 13, 2019
The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.
Fonolo
MAY 16, 2019
Customer service is often not seen as the effective marketing tool that it is.
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