Tue.Feb 11, 2020

Decode the customer experience with a CX map

Tethr

Creating a customer experience (CX) map for your brand helps businesses zoom in on key insights that can focus and refine the customer experience. For those wanting solid business results, a CX map can be a valuable tool for identifying limitations, strengths and opportunities for real impact. . So what is a CX map? A CX map is comprised of all of the touchpoints a customer has or could have with an organization, as well as the interactions that occur at the touchpoints.

Is Your Front Line Customer Service Team Likeable?

Teresa Allen

What are the factors that make a front-line employee as likeable and does this impact your business success? Here are just a few common sense factors that I have seen in my 25 years of observing and training customer service team members: ​ Smiling and Friendly Attentive Knowledgeable about Products & Services Sincerely Willing to Help Thankful Let's look at each of these and see where we need to enhance our efforts.

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Should We Relegate Customer Service to Bots?

CSM Magazine

AI is a huge trend today – and everyone wants a piece of this pie. It is used in digital marketing, data analysis, and of course customer service. One can hardly deny the extreme usefulness of this technology in answering customers’ queries because it allows a much faster response time. There are basically no limits on what companies can and should make use of AI in customer service.

Amazing Business Radio: Bernadette Smith

ShepHyken

Unconscious Bias in Customer Service. Avoiding Assumptions So You Don’t Accidentally Offend Your Customers. Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience. Top Takeaways: Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true. Frontline employees must be trained to be aware of their unconscious biases.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Create a Customer Success Adoption Plan

Totango

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

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The State of the Contact Center in 2020 | Peter Ryan Interview

Fonolo

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come. If the utility of chatbots has been overstated and why they won’t replace humans.

Meeting the Demands on Enterprise Networks

ConvergeOne

The demands on enterprise networks have never been greater. More and more applications are moving to the cloud, connected endpoints are increasing exponentially, and distributed workforces are demanding secure access and optimal performance wherever they go. Enterprise Networking SD-WAN

IVR to Voicebot: The Obvious Shift?

Ameyo

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift? Read More » The post IVR to Voicebot: The Obvious Shift? appeared first on Ameyo.

How to prepare customer service agents for threatening or emergency interactions

TELUS International

People and Culture

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

IVR to Voicebot: The Obvious Shift?

Ameyo

There has been a common concern among the customer experience and service professionals about voice channel fading away for the contact centers. But in reality, this cannot be farther from the truth. The voice channel is still very much relevant as people still like to have an interaction with humans. Having said that, we also … IVR to Voicebot: The Obvious Shift? Read More » The post IVR to Voicebot: The Obvious Shift? appeared first on Ameyo.

What Is Signal Stripping?

Customers That Stick

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered.

5 Steps to Train Your Employees in New CX Initiatives

inmoment

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

How to Improve New Hire Training

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. A customer service leader recently emailed me for some training advice. Their onboarding program for new hires included three days of product training. The leader felt new hires were not engaged during the training and frequently failed to retain much of the content.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How Geo-Routing Phone Calls Simplifies Your Business & Helps Your Brand

CallSource Insights

Geographical routing can help your business reach many customers with one phone number. Geographical call routing, usually called geo-routing, is a type of phone routing that allows consumers to dial one phone number to reach the closest local business for that brand. Geo-routing automatically routes phone calls based on the caller’s geographic location, making it easy for customers to find you no matter where they are.

VirtualPBX Proudly Meets Kari’s Law, E911 Standards

VirtualPBX

Today’s blog post was written by VirtualPBX COO Lon Baker, whose expertise with the VirtualPBX Phone System makes him an excellent pick for the discussion of Kari’s Law and its implementation. In 2013, a tragedy took the life of Kari Hunt Dunn. Out of this tragedy arose Kari’s Law, which was passed in 2016 by the U.S. House of Representatives with a vote of 408-0 and followed with unanimous consent by the U.S. Senate.

voip 49

Training Contact Center Agents to Multitask

NICE inContact

As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask? Workforce Optimization Digital First Omnichannel Call Recording Call Center Best Practices

How to Create a Customer Success Adoption Plan

Totango

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Ameyo Announces the Launch of Channel Addition Framework (CAF) to Increase Visibility Across Channels

Ameyo

Messaging applications are leading the new age customers and millennials prefer to connect via multiple messaging apps. Social media is an ever-expanding landscape and the newer channels are emerging with their varied usage across the world. With the ever-emerging need of adding new channels, it becomes necessary for businesses to get a 360-degree multichannel view.

UJET Releases Research with Insights on the New Tools Shaping Customer Support

CSM Magazine

New report further establishes the need for building seamless customer experiences across all channels and touchpoints. UJET Inc. , a leading provider of customer support communications and solutions, today released its new report, Optimizing Channels for Customer Support , focusing on the new tools, technologies, and channels customers are moving towards as they look for a more seamless support experience.

24x7 Customer Service Performance Optimization: Constantly Monitor, Measure, Recognize & Reward Quality

PlayVox

CX Culture

AI for contact centers: How Artificial Intelligence is transforming the contact center

Talkdesk

Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large source of customer information, generating enormous quantities of data that is impossible to process manually. Additionally, giant leaps in speech processing technology and Natural Language Processing (NLP) are opening big opportunities to enhance contact center accuracy while promoting cost efficiency.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Winners of Customer Happiness Awards 2020 have been announced!

Nicereply

Recognizing the best Exceptional Accomplishments. Six years ago, the idea of appreciating our customers for their hard work and dedication to excellence, crossed our minds. Thanks to amazing support teams, we have the opportunity to continue rewarding the best among our customers. We are inspired by seeing companies grow, receiving more positive reviews, and getting better in customer experience. It all started in 2014 by rewarding 10 teams in 8 various categories.

The Must-Haves When Choosing Your Next Forecasting Technology

Injixo

Forecasting is hard. Without a workforce management (WFM) software doing the heavy lifting, it’s even harder. But how do you choose the right WFM tool when you need to significantly improve your forecasting accuracy? Forecasting

MACHINE LEARNING BEATS HUMANS IN SPOTTING SYNTHETIC VOICES

pindrop

As humans, we often overestimate our performance. This phenomena has been studied so often, it has a name: the Dunning-Kruger effect. The Dunning-Kruger effect states that we have a cognitive bias in believing we are smarter than we actually are. We naturally overestimate our own abilities. We are obsessed with all things voice here at Pindrop. As the voice experts, we wanted to find out how good we are at detecting real voices vs. synthetic ones.

Why Choose Conn3ct to Support Your Digital Transformation Journey?

Connect Managed

In July last year, we proudly announced that Connect Managed Services and G3 Comms were merging. From there, Conn3ct was born. But what prompted the merger and what makes Conn3ct different? Read on to find out about our unique approach. News Digital Transformation

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

5 Steps to Train Your Employees in New CX Initiatives

inmoment

With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have witnessed this process from the perspective of an Account Manager, Implementations Manager, a member of the Product Team, a Business Operations Manager, and now as the Director of Learning Services.

Dealing With Emotional Injuries Caused by Customer Anger

CSM Magazine

When you work in a customer facing job, dealing with irate customers is, unluckily, just part of the job. But what do you do when customers cross the line from standard grumpiness to downright bullying? If you have spent a lot of time dealing with excessively angry and rude customers, it can cause emotional damage that leaves you feeling miserable for days. Let’s discuss some of the best strategies for dealing with the trauma of angry customers. Take a Break.

Top 5 Customer Success Takeaways from CCO USA

ChurnZero

Top 5 Customer Success Takeaways from Chief Customer Officers USA. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.