Trending Articles

Five Ways to Eliminate Customer Service Friction

ShepHyken

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.

Inside View: Aryka Berry, Origami Owl

Contact Center Pipeline

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.

Guest Blog: The Customer Experience’s Impact on Customer Churn

ShepHyken

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.

Simple Guidance for Building Rapport with Customers When You Have to Give Them Bad News

Myra Golden Media

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.

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.

How to navigate the world of telemarketing compliance in 2019

Convoso

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

More Trending

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Contact Center Pipeline

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.

Amazing Business Radio: Mary Drumond

ShepHyken

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

Superagent – The Hero of Innovation Liberates the Insurance Claim Life Cycle

TechSee

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.

Deep Work by Cal Newport (a One Win Book Review)

Customers That Stick

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.

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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.

Three Things that Drive Me Mad At Restaurants

Beyond Philosophy

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!

5 Top Customer Service Articles for the Week of June 17, 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. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle.

24-7 Intouch Is Expanding Into Colombia!

24-7 InTouch

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

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How Changing Customer Expectations Affect Churn

Transparent BPO

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.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

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.

How to Understand Customers Preference

Beyond Philosophy

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.

Use the Right Tools for Internal Communication

Contact Center Pipeline

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.

5 Sales Techniques that Work in Customer Service

Customers That Stick

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.

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Elevēo:  The Story of a WEM Software Platform Your Way

Zoom International

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.

The Changing Role of CX Testing in Digital Transformation

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.

Moving from chatbots to Automated Agents

UJET

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.

Leverage Customer Data to Deliver a Personalized Customer Experience

Contact Center Pipeline

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.

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

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?

My History Of Enterprise Transformation And XM

Customer Experience Matters

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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

CPaaS Expands but Boundaries Getting Vague

Fonolo

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.”.

6 Customer Retention Strategies that are Here to Stay

ClientSuccess

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.

WRAP Spotlight on Howard Bendell

Customercount

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

Creating a Questionnaire That Drives Responses

GetFeedback

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.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

4 Proven Ways to Level Up Customer Trust

ProProfs Blog

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.

What to Do About Low User Adoption

Totango

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.

E-learning or classroom training, which is right for your training needs?

The Call Center School

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.