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Tanya Kunze, SalesMatch Director, South Africa speaks at Sales Innovation Expo, ExCel, London in March 2019
Sales Match
MARCH 6, 2019
Sales Match
Sales Match - Untitled Article
Sales Match
MARCH 6, 2019
Sales Match is named Finalist for prestigious 2019 Sales Technology of the Year Award Sales Match is incredibly proud to announce that we've been selected as a finalist for the 2019 Sales Technology of the Year Award.
Trending Sources
20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them
Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.
The Path to Journey Management
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.
3 Useful Tips for Talking to An Employee About a Problem
Myra Golden Media
APRIL 1, 2019
Label the Employee’s Emotional Reaction. When you merely label what you think your employee is feeling, you show your understanding while at the same time expressing empathy. Labeling is just naming what you observe. Don’t judge or harp on the issue. Here’s what labeling looks like.
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The Truth About Transitioning From Employee To Supervisor
Myra Golden Media
APRIL 2, 2019
Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time.
Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business
ShepHyken
SEPTEMBER 14, 2018
This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.
All About the Feels? Why Emotion Plays a Critical Role in CX Success
Call Center Weekly
MARCH 28, 2019
By Cohan Daley “Feel the feels”, “all about the feels”. Whether you love it or hate it, this phrase highlights a key point about digital communication.
20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)
Callminer
SEPTEMBER 5, 2017
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].
4 Steps to Developing Your Customer Care Strategy
Advertiser: Interactions LLC
The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
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Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?
Callminer
APRIL 3, 2019
We are well within the “ Age of the Customer ”. The first step toward competing successfully in this era is capturing the voice of the customer. Many organizations are sitting on a gold mine of customer intelligence which they have already captured – their contact center call recordings.
The Fastest Way to De-escalate Is To Use Your Customer’s Last 3 Words
Myra Golden Media
JANUARY 23, 2019
When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood.
The Power of a Smile
ShepHyken
APRIL 3, 2019
“Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I noticed her smile at someone who, in turn, smiled back.
Leadership Sets the Tone of the Culture
ShepHyken
APRIL 10, 2019
One of our Shepard Letter subscribers, who asked to remain anonymous, recently shared a story worth telling. To protect him from the backlash he’s concerned about, we’ll change his name to “protect the innocent,” as the saying goes, just in case someone from his company reads this.
Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth
Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights
Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.
Nobody Goes There Anymore… It’s Too Crowded
ShepHyken
MARCH 27, 2019
The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”.
3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview
Myra Golden Media
MARCH 6, 2019
The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.
Make This Small Change For Big Results
Beyond Philosophy
JULY 19, 2018
We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.
Things That Happen When You Go From Employee to Supervisor
Myra Golden Media
APRIL 8, 2019
I got my first management title when I was twenty-six years old. The person I’d beat out for the position had been with the company 26 years, and in one hiring decision, this woman, who wanted my job, become my direct report. She’d been with the company since before I was in kindergarten.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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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.
This Is How You Get Customers To Accept Your Word As Final
Myra Golden Media
FEBRUARY 6, 2018
Do you find it difficult to get customers to accept your word as final? Like, do they just come back and ask their question another way. Or even better, do they ask to talk to your manager? The thing is, we all need to get better at making our answer the final answer.
How to De-escalate Using the Snatch and Flip Technique
Myra Golden Media
FEBRUARY 15, 2019
When your customer furiously tears in, not letting you pinch in so much as “um hmmm,” regain control using the Snatch and Flip technique. Here’s what you do. Listen (Try to be fully present, listening without annoyance.). Identify the subject that has hacked the customer off.
Is Facial Recognition Creepy or Is It Just the Future?
Beyond Philosophy
APRIL 19, 2019
Is Facial Recognition Creepy or Is It Just the Future? Technology can analyze people’s facial expressions and determine what emotion they feel. It’s called Facial Expression Analysis and it uses Facial Recognition technology.
8 Key Stats to Prove Customer Experience Delivers ROI
Beyond Philosophy
DECEMBER 6, 2018
James Carville, political commentator and media personality coined the phrase, “The economy, Stupid,” for Bill Clinton’s 1992 presidential campaign. Carville was talking to the team at the time to help them focus on the key messages for Clinton’s campaign.
The Health of the Contact Center: Are You Ready for 2019?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
The 3 Trends Customer Experience Professionals Can’t Afford to Ignore
Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin.
This is How to Ask Your Customer Questions
Myra Golden Media
NOVEMBER 27, 2017
Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview.
The key to helping customers in a market that values empathy
Liveops
OCTOBER 11, 2018
Matching culture and language resolves customer needs faster. When the trend of U.S. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. Savings in the form of reduced labor costs were significant.
Why Too Many Choices Can Be Killing Your Bottom Line
Beyond Philosophy
APRIL 18, 2019
If you give people the option to shop somewhere that only had a few choices or another venue with a wide selection, people almost always go for the larger selection. However, sorting through options can feel overwhelming. Too many choices in your Customer Experience are a terrible thing.
To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels
Advertiser: Interactions LLC
As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.
21 Call Center Leaders Reveal the Biggest Concerns Keeping Call Center Managers Up at Night
Callminer
FEBRUARY 2, 2018
Call center managers are tasked with myriad responsibilities, and they maintain responsibility for ensuring that their call center operation runs smoothly and efficiently.
Women Leadership & Customer Experience
Call Center Weekly
APRIL 15, 2019
By Stacy Sherman (MBA, CX Certified) ? This article originally appeared on Doing CX Right There’s an increasing amount of conversations about Women and Leadership, and I love it!
Three Simple (But Important) Things To Remember About Giving Bad News To Customers
Myra Golden Media
DECEMBER 17, 2018
No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final.
Congratulations to the 2018 LISTEN Awards Winners
Callminer
NOVEMBER 13, 2018
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Is CX Dying? 7 Ways to Save Customer Experience at Your Organization
Beyond Philosophy
JANUARY 2, 2019
I am concerned. I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.
A Tale of Two (Well, Three) Customer Experiences: The Good, the Bad, and the Ugly
Call Center Weekly
MARCH 19, 2019
By Erica Marois Two years ago, after an 18-month stint as Connecticut residents, my husband and I boxed up our belongings and made the journey back down south, landing in Richmond, VA. Unlike our move to Connecticut, we hit the road with significantly fewer belongings.
Amazing Business Radio: Natalie Petouhoff
ShepHyken
MARCH 26, 2019
From AI to “HIMI” Human-Inspired Machine Intelligence. Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it.
5 Little Tricks To Get Customers To Accept Your Word As Final
Myra Golden Media
OCTOBER 29, 2018
If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this.
The Top 3 Ways to Forecast for Your Contact Center
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Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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