ShepHyken

JUNE 19, 2019

It’s been a while since I talked about the concepts of friction and convenience. Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. They love doing business with the companies that make it easy. If it’s easy to switch companies, they are quick to switch when the experience is less than convenient. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time.

Customer Service 187

Customer Service Self service CRM Customer Support 187

Contact Center Pipeline

JUNE 20, 2019

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around.

Customer centricity 130

Customer centricity Customer Experience Contact Center Call Center 130

ShepHyken

JUNE 14, 2019

This week we feature an article by Nick Glimsdahl who writes about how customer retention should be a priority and how to avoid losing customers. Successful companies make it a strategic priority to retain customers because they know retention has a significant impact on their bottom line.

Customer Experience 249

Customer Experience contact center solutions B2B Advertising 249

Myra Golden Media

JUNE 14, 2019

When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging. But it’s possible to give your customer lousy news with empathy and a positive slant.

Customer Experience 241

Customer Experience 241

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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Contact Center

Convoso

JUNE 19, 2019

This week we hosted the first in a series of four webinars about the most important changes in telemarketing compliance, and the recording is now available. Telemarketing Compliance" TCPA "Compliance

Telemarketing 156

Telemarketing 156

Contact Center Pipeline

JUNE 18, 2019

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons.

Contact Center 155

Contact Center Call Center Management 155

ShepHyken

JUNE 18, 2019

Does a Bad Customer Experience (CX) Really Matter? Learning to Ask the Questions That Matter the Most. Shep Hyken interviews Mary Drumond.

Surveys 214

Surveys Marketing Metrics Feedback 214

TechSee

JUNE 18, 2019

The insurance industry is at the forefront of the digital revolution. Mounting competition from non-traditional players cannibalizing market share with innovative business models has forced P&C insurers to integrate digital technologies into their operations to keep pace.

Engineering 109

Engineering Marketing Technology Contact Center 109

Customers That Stick

JUNE 20, 2019

In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work.

Sales 78

Sales Customer Experience Customer Service 78

Advertiser: Skilljar

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Customer Support

Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years!

Customer centricity 211

Customer centricity Scripts Consulting Consulting 211

ShepHyken

JUNE 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.

Scripts 218

Scripts Customer Service Best practices Feedback 218

24-7 InTouch

JUNE 18, 2019

24-7 Intouch is excited to announce our most recent expansion into Bogota, Colombia

87

87

Transparent BPO

JUNE 19, 2019

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

outsourcing 81

outsourcing Upselling Scripts Chatbots 81

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 white paper to learn how important conversational AI is to your CX strategy.

Customer Experience

Beyond Philosophy

JUNE 14, 2019

How to Understand Customers Preference. Have you ever noticed how some people put a lot of letters after their names in their signatures and bylines? Some of them go on for quite a while, like a second surname. It annoys me sometimes.

Consulting 211

Consulting Consulting Marketing Customer Experience 211

Contact Center Pipeline

JUNE 19, 2019

A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact handling. Effectiveness means those responses are consistent and correct, and therefore bring closure.

Technology 139

Technology Contact Center Call Center Management 139

Customers That Stick

JUNE 18, 2019

A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of the word sales broadly. In a general sense, you’re always selling something.

Sales 85

Sales Customer Service Personalization 85

Zoom International

JUNE 19, 2019

I joined ZOOM over two years ago, eager to learn more about one of the best kept secrets in the contact center world. Customers and partners alike have been intimately aware of the fantastic suite of software ZOOM has offered for well over a decade.

Surveys 80

Surveys Contact Center Call Center Management 80

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.

UJET

JUNE 20, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person.

Chatbots 72

Chatbots Personalization Customer Support Customer Experience 72

Contact Center Pipeline

JUNE 13, 2019

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers want the companies they do business with to use that data to provide a more personalized experience.

Personalization 139

Personalization Customer Experience Feedback Contact Center 139

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute. How are you currently tracking quality for your customer service team?

Calibration 84

Calibration Quality calibration Gamification Coaching 84

Customer Experience Matters

JUNE 18, 2019

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.

Enterprise 80

Enterprise Personalization Management Customer Experience 80

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Best practices

Fonolo

JUNE 19, 2019

Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”.

Airlines 109

Airlines Travel Enterprise Self service 109

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime.

Customer retention 76

Customer retention B2C Entertainment Scripts 76

Customercount

JUNE 20, 2019

Howard Bendell brings over 25 years' timeshare and real estate experience to the WRAP group of professionals organized by CustomerCount’s Bob Kobek. Continue reading → The post WRAP Spotlight on Howard Bendell appeared first on CustomerCount. News Howard Bendell WRAP

Real estate 70

Real estate 70

GetFeedback

JUNE 16, 2019

Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.

CRM 85

CRM Feedback Surveys Customer Support 85

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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.

Contact Center

ProProfs Blog

JUNE 13, 2019

Companies today invest a lot in gaining top customer service skills. Businesses implement marketing strategies that they are confident will work out with their consumers and help them connect instantly. However, building trust is a lengthy process that many business owners claim can take years.

Chatbots 90

Chatbots Customer Service Marketing Accountability 90

Totango

JUNE 20, 2019

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

Upselling 67

Upselling Metrics Feedback Accountability 67

The Call Center School

JUNE 19, 2019

When googling which training delivery method is better, e-learning or class-room delivery, you'll find that there's a hot debate about which of the two is most effective.

Technology 73

Technology 73