Mon.Oct 07, 2019

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When the Customer Hits the Panic Button: Handling Uneasy Clients Over the Phone

TeleDirect

Everyone knows the saying, “the customer is always right.”. The thinking behind this is that, regardless of circumstances, customer service is always paramount. Fail to satisfy client demand, and your reputation is at stake – no matter how outrageous their demands. There’s another business adage worth looking into: “the customer isn’t always pleasant.”.

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Characteristics of High Performing Teams

Etech

I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good! What became very evident to me was that the great teams I have witnessed all had one thing in common – an effective leader!

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8 Best Customer Service Books of All Time

HelpCrunch

Customer service is both art and science, and as such, it has accumulated a wealth of knowledge, experience, and history. There are principles and best practices that work for most businesses, and customer service experts [ … ]. The post 8 Best Customer Service Books of All Time appeared first on HelpCrunch blog.

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Data Analytics Tools: Tips, Best Practices & Buyer’s Guide

Callminer

To get maximum value from your data, leveraging the right data analytics tools is a must.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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When Culture Walks the Talk

Customer Contact Central Submitted Articles

So many conversations about culture waft through the customer experience space – complete with checklists, charts, and consultation. We likely agree that culture is at the root of many improvements that enable us to meet our business and employee engagement objectives. You can do all of those things with humanity at the core. I know you can because I've seen it done.

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5 Paradigm Shifts Driving the Customer Experience Market

NICE inContact

Paul Jarman , NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series. In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

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Characteristics of High Performing Teams

Etech

I recently read an article about the characteristics that high performing teams share. After reading the article, I reflected on my 35 years in the contact center industry. I have seen and led many teams over the years …. Some great, some good and some not-so-good! What became very evident to me was that the great teams I have witnessed all had one thing in common – an effective leader!

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Customer Service Appreciation Week 2019

Contact Center Geek

Happy Customer Service Appreciation Week! Although many people may not realize it, this week is being celebrated in contact centers all across the country. Although not specifically a contact center event, it has certainly become one! By a resolution of the United States Congress and proclamation by President George Bush in 1992, the first week in October was named Customer Service Week.

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Connected Car Monetization and Commerce – Who’s in the Driver’s Seat?

Concentrix

Find out which in-vehicle connected services customers are happy to subscribe to. The post Connected Car Monetization and Commerce – Who’s in the Driver’s Seat? appeared first on Concentrix.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Why Data Quality Can Make or Break CX

Topdown

Customer experience, or CX, has become one of the hottest topics in business today. However, like many words, when thrown around too much, they can lose their meaning.

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Connected Car Services Need Connected Customers

Concentrix

Learn about the connected car opportunities auto manufacturers need to focus on. The post Connected Car Services Need Connected Customers appeared first on Concentrix.

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3 Critical Metrics to Retain and Grow Customer Relationship Value

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

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Mobile Is the New Frontier for Customer Care

Concentrix

See the mobile trends you need to consider for your engagement strategy. The post Mobile Is the New Frontier for Customer Care appeared first on Concentrix.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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How does call tracking enhance your customer’s experience?

Infinity

In 2019, customers have a plethora of choice on any market. So, the question is, what’s making certain brands be heard above the noise? Could it be down to beautifully designed logos? Exceptional product selection? Or, a superior online presence? Maybe. But perhaps it could be the interesting, pleasing, or efficient experience they offer. Conquering the many battles involved in improving customer experience (CX) isn’t an easy feat and one that can benefit from technology playing a supporting cha

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Productivity Tips For Customer Success Teams – PART 2

CSM Practice

In the first blog of this series, we discussed the importance of being proactive as a Customer Success manager (CSM). We established that productivity is the key to being proactive since it allows the CSM to dedicate more time for tasks, proactively. We then considered proper account segmentation , some tools that can be used to access our segmentation, and how they can lead to increased productivity.

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Data Update: Just In Time For The Holidays!

Whitepages Pro

Data Update: Added over 15M US relative and associated people links and huge increase in global data coverage. The holiday season is arguably the most important time of the year for our customers. And here at Ekata, we keep this, and our customers and their needs, at the forefront of our minds. As we see our customers grow their businesses globally and their consumers spend more and more each year, we invest heavily in improving our cross-border data coverage and quality.

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Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports. But our biggest customer group – and the most important for a number of reasons – are people with mobility or other issues which affect their ability to move around or easily navigate the a

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Transaction Risk API, winner of API World’s Best in Payment APIs

Whitepages Pro

We’re excited to announce that Ekata has won a 2019 API World Award for: Best in Payment APIs. The 2019 API Awards celebrate technical innovation, adoption, and reception in the API & Microservices industries, as well as use by a global developer community. Out of hundreds of nominations, the Advisory Board selects winners based on three criteria: (1) attracting notable attention and awareness in the API industry; (2) general regard and use by the developer & engineering community; and (

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67 countries and counting. Kenya joins Spearline fixed line testing

Spearline

“Habari” Kenya! 67 countries and counting… Welcome Kenya to Spearline fixed line testing! At Spearline, we are always trying to replicate your customers call experience. We know that diversity of coverage is crucial - you need to know that your numbers are being tested against a wide range of global networks. We are delighted to announce that we have secured a certified fixed line in Kenya and is available for immediate testing.

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Transaction Risk API, winner of API World’s Best in Payment APIs

Whitepages Pro

We’re excited to announce that Ekata has won a 2019 API World Award for: Best in Payment APIs. The 2019 API Awards celebrate technical innovation, adoption, and reception in the API & Microservices industries, as well as use by a global developer community. Out of hundreds of nominations, the Advisory Board selects winners based on three criteria: (1) attracting notable attention and awareness in the API industry; (2) general regard and use by the developer & engineering community; and (

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4 Ways Your Call Handlers Are Ruining Your Dental Office’s Reputation

CallSource Insights

Read on for phone tips for your front office staff to improve call to conversion rates to win new patients. At your dental office, your front office staff is the first impression of your practice. Before someone even has a chance to meet their dentist, they speak with someone in the front office – most likely over the phone. This impression that new patients receive determines if they will choose your office, and also if they will be leaving a positive or negative review about your practice onli

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Data Update: Just In Time For The Holidays!

Whitepages Pro

Data Update: Added over 15M US relative and associated people links and huge increase in global data coverage. The holiday season is arguably the most important time of the year for our customers. And here at Ekata, we keep this, and our customers and their needs, at the forefront of our minds. As we see our customers grow their businesses globally and their consumers spend more and more each year, we invest heavily in improving our cross-border data coverage and quality.

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Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed. As a proactive CSM , you should anticipate other business outcomes that your company can achieve for your client.

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The Way Forward with Dr. Budman: Key advice when upgrading or deploying new technologies

Nuance

This article was first published on October 1, 2019, by Health Data Management. Reposted with permission. Healthcare organizations continue to focus effort and attention on combating physician burnout to not only improve the health and wellbeing of providers, but also to have a positive impact on patient care, safety, satisfaction, and quality; physician retention and turnover; and organizational financial […] The post The Way Forward with Dr.

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5 ways CIOs Drive Patient Experiences with True Omnichannel

LiveVox

Drive Patient Experiences with True Omnichannel Meeting the expectations of patients reaching out to your contact center requires a tricky balance between offering the latest technology and equal measures of humanity. Patients want to accomplish their tasks quickly and easily, whether it’s about appointments, medical advice, prescriptions, bill paying, choosing a plan or communicating with.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Three Cheers for Customer Service Week

Creative Virtual

By Mandy Reed, Global Head of Marketing. Happy Customer Service Week! Every year during the first full week of October we celebrate the importance of customer service and the people who serve and support customers around the globe. The customer service landscape is more challenging than ever with a growing number of customer contact channels and increasing expectations for always-available support.

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Just when is the best time to send an SMS?

Salmat

Picking the best time to send customers an SMS is about more than getting your message heard. It’s also about reducing opt-outs and encouraging engagement.

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6 Unexpected Ways to Enhance Customer Experience

ChaseData

Looking to improve customer experience in your contact center?