Trending Articles

5 Top Customer Service Articles for the Week of October 21, 2019

ShepHyken

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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge.

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What is the Secret of Airbnb?

Beyond Philosophy

What is the Secret of Airbnb? I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality. That said, there are a lot of people that would do it.

The Survey Shouldn’t Be the Last Thing the Customer Remembers About You

ShepHyken

I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago.

KISS Method: “Keep it Simple with Speech”

Contact Center Pipeline

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools necessary to capture, organize and analyze unstructured information to make insights actionable.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Customer retention rates depend on understanding these 3 personas

TechSee

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability.

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2 Systems That Are Essential For Successful CX

Beyond Philosophy

We talk a lot about the difference between the two ways our brains think about things to make decisions, e.g., the Intuitive System and the Rational System. These two systems work together and tradeoff tasks between them.

Voice in the Contact Center: The Heart of the Matter

Contact Center Pipeline

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.”

How A CEO Can Effectively Build A Sustainable Company Culture

Guru

A company’s values are its lifeblood. When done well, they guide us on how we truly want to operate both as a company and individually as we do our daily jobs. They should be a part of every decision made, which means they must have room to grow and change as a company matures.

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Optimize Your Customer Experience Management Strategy

GetFeedback

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Guest Blog: How to Turn Customer Service Mistakes Into Happiness

ShepHyken

This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters. The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.

Should Call Center Teams be Worried about the impact of AI?

OctopusTech

In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry.

Developers and DevOps in the Contact Center

Cyara

As an increasing number of contact centers migrate to the cloud, another corresponding change is occurring. More and more enterprises have deployed dedicated developers to support their customer experience initiatives.

The 12 Best Customer Service Tools [2020 Ready]

CrazyCall

Good customer service costs less than bad customer service. Businesses lose $2378 each second due to poor customer service. Be smarter! Invest in good customer service tools and save on the loss of customers. The problem is, that nowadays, customers are demanding like never before.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

NICE inContact a first-time Visionary in 2019 Gartner Magic Quadrant for Contact Center as a Service, Western Europe

NICE inContact

NICE inContact Doubling Investment in Western Europe to Support Rapid Customer Growth. Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released.

Checking In: How Well-Aligned Is Your Sales Enablement Strategy?

Guru

Perceptions of Sales Enablement can be ambiguous, but the bottom line is simple; sales enablement empowers your salespeople to be the best they can be. Simply managing your sales assets as an enablement strategy doesn’t cut it anymore.

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To All The Bosses I've Had Before

Contact Center Geek

Happy Boss’s Day Yesterday, October 16, was Boss’s Day. In honor of that, I’d like to thank some of the managers that helped me get where I am today. There are a great number of people that have helped me get where I am in my career.

Improve Employee Performance in Your Call Center with Effective Training and Resources

Monet Software

If you are ready to improve the customer experience and efficiency of the operations in your contact center, the smartest place to begin making improvements is with those who are performing the work– your call center agents.

Training for Lead Generation, Customer Onboarding and Support

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.

How the Best Marketers are getting More Actionable Insights

C3Centricity

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released.

What’s the Difference Between Brand Positioning and Brand Messaging?

Guru

So you’ve decided to become a marketer. Welcome to the club! Before you get your swag though, we have one simple request: explain the difference between brand positioning and messaging. product marketing

Acquisition Addiction’s Impact on Customer Experience ROI

ClearAction

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

CSM Metrics: Latest and Greatest Thinking

ClientSuccess

The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore.

Jive Partners with Clio to Improve Customer Communications For Law Firms

Jive

At Jive, it is our mission to make the lives of our customers easier. That often means making their relationships with their customers easier.

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The Trifecta of Service Excellence and the Agent’s Reality

NICE inContact

At NICE inContact we work with our clients to solve their customer experience goals. These businesses often face high volume or high complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really?

Conn3ct launch new website!

Connect Managed

Conn3ct are very proud and excited to announce the launch of our new website conn3ct.com. Here you will discover a clean, fresh design with improved functionality and enhanced content that is focused on our new Conn3ct value proposition: News

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Don’t Let Customer Satisfaction Levels Fall This Autumn

ChaseData

As summer simmers down and makes way for autumn’s cozier climes, it is easy to become complacent in the things we do every day. This is why many people gain weight in the fall and during the holiday season, since things like diets and exercise regimens fall by the wayside in favor of comfort.

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Expansion Of Experience Management And XM Professionals

Customer Experience Matters

It’s great to see so many people starting to see the potential of Experience Management (XM). As I’ve discussed, XM is the natural evolution in enterprise transformation. XM will improve just about any organization with the infusion of intelligence and humanity.

Debunking Common Myths About Servant Leadership

Etech GS

When the concept of servant leadership was first introduced in the 1970s, it received a lot of push back from business leaders who were used to operating according to traditional power structures. Today, some of those attitudes still exist, even among mainstream management.