Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. In this world of increasing self-service interactions, the moments when a customer connects to a support agent are becoming less frequent.

A Structured Approach to Customer Advocacy

Brad Cleveland

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates.

Customer Advocacy: An Essential Ingredient

Brad Cleveland

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service™ Newsletter suggests the answers to these questions is both!

The Importance of Customer Advocacy

Brad Cleveland

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand).

Traits of Successful Customer Advocacy Initiatives

Brad Cleveland

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives.

Customer Advocacy: Creating the Means to Act

Brad Cleveland

The foundation of customer advocacy is knowing your customers. I explore what that requires in the video below, part of the Lynda.com course Customer Advocacy. Creating the means to act from Customer Advocacy by Brad Cleveland.

The evolution of contact center performance

Eptica

Date: Monday, September 28, 2015 The evolution of contact center performance. As companies are becoming more customer-centric, this is approach is changing. The report breaks down into four main sections: 1 What do contact centers look like currently?

"Follow the Leader" Featuring Shep Hyken

Call Center Weekly

What is the most important role of the Chief Customer Officer? In my mind, there three important areas for the Chief Customer Officer to focus on: culture, systems and customer advocacy. Customer service and experience must be woven into the fabric of the entire company.

The Power of Brand Advocacy

Brad Cleveland

Customer advocacy creates what some refer to as your most powerful sales force. Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity.

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Are You Leveraging Your Greatest Asset for Advocacy?

Aspect

When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.

Empowering Employees to Be Customer Advocates

Brad Cleveland

One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested in how to empower employees to be customer advocates and how to encourage customers … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Organization and Culture Quality Management Brad Cleveland customer advocacy customer experience customer relationships Lynda.com

5 Essential Tips for Social Customer Service Communications

VocalCom

As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. If you’re wondering just how your brand can keep up, consider these five tips for great social customer service communications.

Putting Yourself in Your Customers’ Shoes

Brad Cleveland

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some suggestions for doing that and some sources of insight to consider.

6 Social Customer Service Rules Your Brand Needs to Know

VocalCom

What began as a fun and innovative way to communicate with friends is now an essential business tool for delivering customer service. Here are six social customer service rules your brand needs to know—and follow—right now. Social customer service must be a priority. As social media use continues to increase, so does the demand for customer service on these channels. On Twitter alone, customer service interactions have increased 250% in the last two years.

How to deliver a positive customer experience when failures occur

Taylor Reach Group

The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey.

Four Ways to Increase Meaningful Interactions with Your Customers

CSM Magazine

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. Customer Experience Measures –. Customer Satisfaction (CSAT).

Creating Customer Heroes: How Your Agents Can Become Customer Storytellers

CX Accelerator

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey?

How to Apply Customer Experience Advocacy in Marketing

ProProfs Blog

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. What is Customer Experience Marketing and Why Is It Important?

Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected. Customer Experience Measures –. Customer Satisfaction (CSAT).

Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

NICE inContact

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. If AHT is low and FCR is low, you likely have an upset customer who felt rushed through the process without an acceptable conclusion.

10 Trends That Will Disrupt Customer Service in 2018 [White Paper]

Fonolo

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Customers want increased access to live chat.

Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

NICE inContact

In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. First, let’s take another look at the right combinations of measure for your business, reiterating my previous post: Driving customer loyalty is one thing, while driving customer advocacy is another, and operational efficiency is yet again very separate. You are practically telling your teams to hurry customers along.