Wed.Mar 20, 2019

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9 Tips for Exquisite Phone Etiquette in 2019

Ambs Call Center

It's 2019 and websites are supporting an increasingly large amount of the sales process for brands. When a customer or prospect uses the phone to contact your business, they are looking for answers that they couldn't find online. And whoever answers the phone for your business might be the first and only point of human contact that they have with your company.

Sales 49
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Spring cleaning the contact center

Nuance

In many organizations the contact center is the heartbeat of the company. This is where almost every customer will eventually travel, whether it be to ask a question, purchase a new good or service or to complain when things are not working properly. An entire company’s brand can rest on the experience that happens here; […] The post Spring cleaning the contact center appeared first on What’s next.

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Humanizing the Digital Customer Experience: With Gamification, Call Centers Win Big

Noble Systems

To the casual observer—or the not-so-casual business insider, for that matter—the words “humanize” and “digital” sound as though they play at opposite ends. But overwhelming evidence points to just the opposite. Customers covet the convenience of digital transactions and payments via mobile devices or an Internet connection. But they also want businesses to treat them like individuals who matter—and deliver a human touch on their terms and timing.

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Three Soft Skills to Seek Out in Contact Center Agents

Monet Software

How does your contact center assess potential agent candidates? It’s an important question, because when you hire wisely you stand a better chance of not just acquiring a valuable asset, but bringing someone into the business that will not leave in six months or a year. Attrition remains high at most contact centers (the average is anywhere from 30% to 45%), so these are decisions that are vital to get right the first time.

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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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The Upfront Agreement of Future Communication

ShepHyken

Not long ago, I wrote an article that featured Todd Hopkins, CEO of Office Pride, and his concept of core values being a decision filter. I had the chance to interview him for Amazing Business Radio and he dropped another big concept on us that’s worth bringing to our followers. He talked about an agreement he makes with all his new customers and employees, an upfront agreement tied to future communication.

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Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. In fact, they’ll probably abandon your survey halfway through or avoid taking it altogether. This reaction to poor surveys is called survey fatigue. It’s not uncommon, and chances are you’ve experienced it yourself at least once. The old school, 20-question survey is no longer acceptable — customers value their time too much.

Surveys 102
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The Human Experience Cycle

Customer Experience Matters

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). As you can see in the chart below, the HxC is made up of five elements: Expectations: What a person anticipates will happen during an experience.

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Customer Voice is More Important Than Ever—Here’s Why

GetFeedback

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. You do this by gathering and analyzing customer insights and identifying trends and strategies to improve customer experience.

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Performance Management: The Importance of Communication

Monet Software

Whether a contact center is launching a new performance management effort, or making changes to an existing program, the key to its success will always be communication. Effective communication must start at the top. Managers and senior personnel are responsible for explaining and promoting the contact center’s performance management goals to rank-and-file personnel.

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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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Call And Contact Center Expo

Merchants

The Merchants team will be presenting ‘Unlocking the potential of the digital human’ at the Call & Contact Centre Expo in London on the 27th & 28th of March 2019. The post Call And Contact Center Expo appeared first on Business Process Outsourcing Services | Merchants.

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Four Unique Ideas for Improving Contact Center Efficiency

Monet Software

The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time and money).”. Sounds like the goal of every contact center manager. But what is the best way to get there? Here are four ideas that might help. Work Backwards. A contact center will inevitably become more efficient if it doesn’t have to field as many calls every shift.

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How BPO Solutions Can Significantly Reduce Your Company’s Stress

Ansafone

Outsourcing your call center operations provides a host of benefits. Including alleviating many of the financial and logistical concerns of running an efficient, effective customer relationship program. Here are four ways that BPO solutions can significantly reduce your company’s stress: Boost Your Staff Support Even with exceptional time management skills, overworked employees rarely have enough … How BPO Solutions Can Significantly Reduce Your Company’s Stress Read More ».

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Everything You Need to Know About Creating an Inspiring Mentorship Program That Lasts – and Fast.  

SharpenCX

Are you looking for a way to reduce turnover, decrease stress, and improve your agents’ job satisfaction? Look no further than the elusive, yet easily attainable workplace mentorship program. I know what you’re thinking. Ugh, putting one together is so. Read More. The post Everything You Need to Know About Creating an Inspiring Mentorship Program That Lasts – and Fast.

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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 to Use Psychology to Provide the Best Customer Service Experience

Return Customer

Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs. Of course, customer service ties both fields together, as providing a top-notch customer service experience is the key to acquiring and retaining new and existing customers

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How to Build a Great Digital Marketing Funnel for B2B

Genroe

The difference between a Digital Marketing Funnel and a Buyer’s Journey You might assume that a digital marketing funnel and a buyer’s journey are the same thing but that would be falling short on a lot that the marketing funnel can achieve for you. Although they have some similarities, it is critical to have both […]. The post How to Build a Great Digital Marketing Funnel for B2B appeared first on Genroe.

B2B 74
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A Guide to Customer Service in the Customer Experience Era

Interactions

Customers have all the power. They can influence their family and friends by sharing their experiences with a company, good or bad, and they hold the ultimate decision of whether to purchase from your company or go elsewhere. Therefore, a customer’s experience with your company means everything. And that experience is dictated by customer care. The conversation during a two-minute call with a company can make or break a customers loyalty forever.

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Beyond The Contact Center Pt 1: The Strategic Value of Metrics

24-7 InTouch

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights has the potential to bring huge value to brands everywhere.

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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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Make a Survey Online That Will Delight Your Customers, Not Annoy Them

GetFeedback

Find out how to make a survey online that your customers will want to take and that will boost response rates and help you make smart business decisions.

Surveys 60
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Why Customer Service Matters in the Moving Industry

CSM Magazine

Moving is one of the most stressful experiences many people will go through at least once in their life, if not multiple times. As such, many people choose to outsource their moving-related tasks to businesses, making a significant investment to relieve their burden. Whether you’re having a vehicle shipped across the country or boxes packed and loaded on a truck, one thing remains the same: customer service is key.

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Customer Success Metrics—4 Categories to Measure Customer Success Performance

ClientSuccess

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a department, but a company mindset and culture.

Metrics 61
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How to Calculate Customer Experience ROI

Pointillist

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Customer experience leaders often face hurdles in budget approval because customer experience ROI has not been forecasted or quantitatively expressed.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Three Contact Center Service Questions That Can Be Answered With Desktop Analytics

Monet Software

For improved insight into every interaction between a contact center agent and a customer, it’s hard to beat desktop analytics (DA). What makes DA unique is not just the capability of turning a spotlight on system, operational, or staff-related issues; it is the system’s ability to provide guidance and improve process automation, so these problems can be solved without scheduling meetings and taking time away from the day-to-day challenges of running a contact center.

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A New Partnership with Oracle: Enabling Enterprises to Compete and Win in Today’s Customer Centered Economy

Totango

We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.

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Customer Voice is More Important Than Ever: Here’s Why

GetFeedback

The customer voice is at the core of any successful customer experience (CX) program. Here's how to measure customer voice.

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Customer Success Webinar: 5 Top Mistakes In Building Your Customer Success Strategy

ClientSuccess

ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy.

SaaS 56
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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Contact Center Jargon: The Ultimate List of Customer Service Terms That Your Business Needs to Know

Advantage Communications

The customer service world has its own language. Whether its words such as benchmarking or abbreviations such as NPS, these terms can be daunting for any new business owners that don’t have experience in creating customer service strategies. The more of these customer service terms you know, the easier it will be for you to communicate with your whole organization and create strategies that will directly improve the customer service that your company offers.

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Benefits of Live Agent Service vs Customer Service Chatbot

ChaseData

Working in customer service today is very different than it was a generation ago. People don’t always want to have long, drawn-out conversations with customer service agents – nor do they have time to. Still, there are merits to providing quality customer service to your consumers on an individual basis. Here, we’ll examine ways to balance today’s automated service techniques and the advantages of live interaction with real representatives.

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Boost Performance Management Results With a Monthly Challenge

Monet Software

There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious ones (role swapping, suggestion boxes, rewards). To keep your performance management efforts always moving forward, perhaps now is the time to think outside of the box. Have you considered introducing a monthly challenge?