May, 2023

article thumbnail

Stop using Customer Engagement as jargon and let’s truly understand it

Beyond Philosophy

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Marketing 393
article thumbnail

Please Put Me Back On Hold!

ShepHyken

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The CXO dream team: ?Why marketing, sales, and CS should unite to drive growth

Totango

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 107
article thumbnail

How Customer Success teams can nail their renewal forecast

ChurnZero

Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.

article thumbnail

3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

article thumbnail

How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions

NobelBiz

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for.

More Trending

article thumbnail

11 Must Know Call Center Terminologies- A Guide!

Hodusoft

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

article thumbnail

Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Marketing 368
article thumbnail

Transform and Optimize Your Network for the Cloud

Cisco - Contact Center

Co-authored by Pat Buemi, Partner Executive, Cisco and Jeff Gatz, VP Alliances, Kyndryl Over the past few years, we have seen a massive acceleration of cloud initiatives to support hybrid work… Read more on Cisco Blogs

95
article thumbnail

3 Technology Trends to Increase Customer Engagement

Working Solutions

Leveraging Technology to Increase Customer Engagement Increasing customer engagement is central to any effective sales and marketing plan. Engaged customers are more likely to expand their relationship with you to other transactions, and even bring new customers into the fold via positive word of mouth.

article thumbnail

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

article thumbnail

How to choose the best experience management software in 2023

Callminer

Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.

article thumbnail

Sometimes Customers Are Just Having a Bad Day

ShepHyken

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

article thumbnail

Be Magnificently Boring to CARE!

Bill Quiseng

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

article thumbnail

Growth via Massive Customer Experience Savings

ClearAction

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

article thumbnail

Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

article thumbnail

Concentrix Carbon Challenge Portal recognized as a 2023 SEAL Business Sustainability Awards

Concentrix

oncentrix environmental awareness and education platform wins SEAL Environmental Initiative Award Location: Newark, CA Date: May 16, 2023 Concentrix is proud to be recognized by the 2023 SEAL Business Sustainability Awards for its environmental awareness and education platform, the Concentrix Carbon Challenge Portal.

Education 115
article thumbnail

Contact Center Workforce Management Best Practices

Fonolo

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.

article thumbnail

25 tips for improving customer service in call centers in 2023

Callminer

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

article thumbnail

Customer Service Is Like Dating

ShepHyken

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

article thumbnail

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.

article thumbnail

Learning about customer service should not be seen as an event, but rather as a process.

Bill Quiseng

A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.

article thumbnail

Key phrases and concepts driving a good customer experience - Tethr

Tethr

Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.

article thumbnail

Build an image search engine with Amazon Kendra and Amazon Rekognition

AWS Machine Learning

In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. Specifically, we use the example of architecture diagrams for complex images due to their incorporation of numerous different visual icons and text. With the internet, searching and obtaining an image has never been easier.

article thumbnail

The Power of Hyper-Personalization in the Contact Center

Fonolo

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.

article thumbnail

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!

article thumbnail

Using AI to address five critical business challenges in healthcare

Callminer

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

article thumbnail

5 Uncommon Tips for IT Career Success

Cisco - Contact Center

As an IT professional, I get requests for advice from individuals who want to break into the tech industry but who feel intimidated by the prospect. My response is always the same.

98
article thumbnail

Chatbots: Empowering Customer Service Amid Turbulent Times

TeamSupport

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.

article thumbnail

How to measure customer effort: NPS, CES, CSAT, and more – Tethr

Tethr

Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.

article thumbnail

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.

article thumbnail

MiaRec vs Observe.AI: What Is The Difference?

MiaRec

There are several factors you need to consider when researching Voice Analytics solutions for your contact center. You might have questions such as, "What makes one solution different from another? How can I ensure I get the best ROI for my purchase?" While Voice Analytics solutions can look similar at first glance, they are not one-size-fits-all.

article thumbnail

What Makes a Good Law Firm Receptionist?

Abby Connect

When you’re in court for your cases, meeting with a client, or providing legal counsel, who manages your law firm’s incoming calls? The importance of having a compassionate and capable legal receptionist or legal answering service is not to be underestimated.

article thumbnail

5 Ways to Enhance Your Contact Center Agents’ Experience

Calltools

Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents.