Beyond Philosophy

MARCH 2, 2018

However, anyone who has ever read George Orwell’s 1984 or suffered the scrutiny of a micro-manager will have a healthy dose of doubt that a wristband that reports back the nitty-gritty details about productivity will improve anything for them. Worn on the wrist, the bands will transmit periodic ultrasonic sound pulses to a receiver.

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? At the very least, Customer Experience is dying as we know it. Customer Experience as we know it is dying because of a few factors. Organizations want to fix one thing and then go on about their business with an improved Customer Experience. . Maybe it is. So, What’s the Problem?

Customer Experience 243

Customer Experience Morale Consulting Consulting 243

Beyond Philosophy

MARCH 28, 2016

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. Chances are, you are making more than one. Customer Experience drives value ($$$) for your bottom line.

Customer Experience 283

Customer Experience Consulting Consulting Call Center 283

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Customer Experience 83

Customer Experience Chatbots Virtual Agent Sales 83

Beyond Philosophy

MARCH 7, 2019

I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. The classic phrase, “If you can’t measure it, you can’t manage it” applies. To measure something like customer emotions in your Customer Experience, you need the proper tools. Why do you bother?”.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Nicereply

DECEMBER 29, 2020

Whether you have visited our blog or listened to the Customer Experience Leaders Chat podcast, we are incredibly happy and grateful for you. We tried to bring you more quality content and work more effectively, even if it didn’t include seeing our colleagues face-to-face daily. Want to know how?

Customer Support 98

Customer Support Average Handle Time Analytics Customer Experience 98

Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future.

Feedback 52

Feedback Construction B2B Call Center 52

CX Accelerator

MAY 16, 2018

These investments fill my tank to drive improved customer and employee experiences. Thinking back over the past decade, there have been a few learning moments that really stick out. Below are selected favorites from each year that I hope may aid you in your journey! years, this is a really long time.

Education 203

Education Personalization Feedback Sales 203

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Read on to find out why a chatbot is the best solution for your customer interaction needs. Enter automation.

Chatbots 53

Chatbots Scripts Sales Personalization 53

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. Here are four ideas to get you started!

Journey mapping 140

Journey mapping Contact Center Sales Customer Service 140

AWS Machine Learning

AUGUST 30, 2023

QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. We also discuss some relevant use cases.

Self service 104

Self service APIs Transportation Contact Center 104

Nicereply

NOVEMBER 23, 2023

They’re short, impactful, and can quickly bring us back to what’s important. Customer satisfaction is at the heart of successful Customer Experience (CX). Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. Quotes can be powerful reminders.

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Nicereply

JANUARY 17, 2024

When you think of the word ‘iconic’, what’s the first thing that comes to mind? We’ll be exploring the topic of branding at length below, going into deep detail on what it is and why it matters to your business. Branding itself is the act of creating a strong identity for your company (more on this shortly).

voip 59

voip Best practices Advertising Sales 59

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Russel Lolacher

JUNE 19, 2022

A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples). Workplace Wisdom Blog. And here is why she is awesome.

Coaching 98

Coaching Personalization Consulting Consulting 98

GetFeedback

SEPTEMBER 18, 2019

A while back, my teammates and I spent hours in a conference room mulling over the concept of effortless experience. Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Do you see the pattern?

Metrics 102

Metrics Wait times Customer Experience Customer effort 102

JustCall

OCTOBER 14, 2020

Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers. You don't remember how many nice people came up that day. What leads to an angry customer?

Customer Service 103

Customer Service Coaching Management Personalization 103

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Market vs. Customer Segmentation. Firstly, I’d like to briefly draw a distinction between Market and Customer Segmentation.

Analytics 173

Analytics CRM Big data Marketing 173

teleopti

MAY 20, 2019

In Teleopti’s third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs).

Customer Service 85

Customer Service Technology Service level Management 85

Expivia

JANUARY 26, 2022

With the right tips and advice, you can transform customer engagement in your call center. . Why You Need to Rethink Contact Center Management. There’s the pressure to reach KPIs , the need to support your business or the businesses you work with, and operations you need to manage as well. .

Call Center 105

Call Center Contact Center Management Employee engagement 105

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. A customer service that produces maximum customer satisfaction is a service that walks and talks. Or, are you yet to decide?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

Nicereply

MARCH 31, 2019

In the fast-paced world of support, it can feel like all you do is survive from one crisis to the next, doing damage control and pushing forward through each struggle. It’s understandable, then, that as a leader you don’t always have the time you need to reevaluate strategies, procedures, and tools. Make human connections.

Wireless 81

Wireless Surveys Self service Personalization 81

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Horizon CX

MARCH 19, 2022

So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience? But I digress, that’s another topic for another blog. This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.

Surveys 52

Surveys Interactive Voice Response Average Handle Time Wait times 52

ProProfs Blog

FEBRUARY 21, 2020

But what about you out there, reading this? Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. Plus, you can skip those long calls too. You Sound Robotic.

CRM 165

CRM Personalization Customer Support Feedback 165

Kayako

NOVEMBER 1, 2017

I tried to figure out why, but eventually I needed to chat with the service team of a certain notorious cable company. Impersonal, inattentive, and inefficient – a study in all the things that customer service shouldn’t be. In the end, I had to call a separate division of the service team to ultimately figure it out.

Personalization 85

Personalization Scripts Chatbots Feedback 85

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Bora Lee , Manager, Customer Enablement at ChurnZero.

Customer retention 81

Customer retention Metrics Benchmark SaaS 81

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled?

Morale 128

Morale Customer Service Scripts Personalization 128

Expivia

APRIL 1, 2021

You learn some things after running contact centers for 20+ years on building call center culture. The following are 5 tips or to take that a step further, absolutes on changing or creating a great contact center culture in your customer service center. Howard Shultz CEO Starbucks. Positive management is key here.

Call Center 52

Call Center Education Contact Center Metrics 52

Creative Virtual

DECEMBER 10, 2020

Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. This is the seventh time I’ve done this annual year in review blog post, but never have I had to review a year that was like 2020.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

JustCall

JULY 20, 2021

Did you know that 74% of customers contact customer service by phone? Moreover, did you know that customers and customers-to-be will prefer calling you to others only if your contact number is easy to remember? Yes, you got that right. Vanity numbers are unique to your business.

Advertising 52

Advertising Customer Care Customer Service Accountability 52

Nicereply

OCTOBER 27, 2020

Read what your customers write, and take the time to get to know their history. Lousy customer service is scary. Not only is it frightening to be in the position of a customer service team member dealing with a customer complaint, but it’s terrifying to think about the fiscal impact of a bad experience.

Airlines 59

Airlines Upselling Accountability Wait times 59

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. Scenario #1 – Strengthen f eature adoption based on behavior .

Metrics 87

Metrics Benchmark SaaS Accountability 87

ProProfs Blog

JULY 3, 2019

Customer expectations are on the rise. Now, how updated are you in meeting their expectations at all times? Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. 9 Amazing Tips on How to Chat With Customers Online. How are you today?

Customer Support 95

Customer Support Best practices Wait times Personalization 95