Mon.May 13, 2019

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Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

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You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question? Is her friendly demeanor something she’s learned or was taught, or is she just “naturally friendly”?

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Is VoIP a Reliable Service for Your Business?

aircall

Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients. Voice over internet protocol (VoIP) providers offer businesses an affordable, modern, and more versatile alternative to classic landline phones, but questions of “reliability” create a hesitation to switch.

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Three Ways To Fix the Escalation Problem

Myra Golden Media

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.

Coaching 243
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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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Post-Event Surveys: What is the Best Time to Send Them Out?

GetFeedback

The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

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Why Your Business Needs Accurate Sales Forecast? Easy Guide to Sales Forecasting

CrazyCall

Accurately created and executed sales forecast can make your business grow, even in lousy market condition. Being prepared can make up for many unfortunate circumstances. However, despite the advantages, for many sales leaders, sales forecasting is a dreaded task. More notably since according to Aberdeen research 43% of sales leader compensation can depend on the accuracy of their sales forecast.

Sales 89
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What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden Media

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream. Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. Let me unpack this.

Coaching 204
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The battle for superb CX: reasonable vs memorable

Vonage

You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate. And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers.

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AI IRL Podcast Episode 19: Which is a better therapist, an AI app or a human?

bold360 Blog

Subscribe via iTunes , Spotify and more. Which is a better therapist, an AI app or a human? According to two recent studies, an app is just as good, and in some cases better, than a human therapist. The free app is called Woebot , a friendly AI powered chatbot that delivers cognitive behavioral therapy at scale to make such therapy much more accessible.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Six Categories Of X&O Data Insights

Customer Experience Matters

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

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Post-Event Surveys: What is the Best Time to Send Them Out?

GetFeedback

How to create and distribute post-even surveys that'll help you measure the success of your event and learn how to improve future events.

Surveys 60
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Authentication Myths | Knowledge Based Authentication Works

pindrop

To be fair, there was a point in time where knowledge based authentication questions (KBAs) were an effective form of identification. But that time is gone. It’s likely that more personal information about each and every one of us is available on the web than anytime before in history, and the growing amount of cybersecurity incidents each year aren’t helping.

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Voice of the Customer (VoC) Feedback: Everything You Need to Know

GetFeedback

Learn how to gather Voice of the Customer (VoC) feedback, take action and how to prove the value of this program to your company.

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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.

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Ribbon Perspectives19 - My Takeaways on BCStrategies

Jon Arnold

Every industry event is different, and no two companies respond to changing market conditions the same way. My latest conference was Ribbon’s Perspectives19 in Washington DC, and I came away with some strong impressions, but also some questions. My writeup was posted on BCStrategies on Friday, and in case you missed it, here’s the link.

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Best Vanity Number Providers in 2019

Avoxi

Setting up a vanity phone number for your business can be a great way to stand out. But, unlike regular business phone numbers, vanity number providers have very different methods when it comes to pricing and how they offer their product. Today we're cutting the confusion to help you find the best vanity number provider… The post Best Vanity Number Providers in 2019 appeared first on AVOXI.

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Customer Retention is a Full Time Job

Andrew Mcfarland

Since retaining customers is anywhere from 5x to 10x more cost-effecive than acquiring new customers, your business ought to start thinking about customer retention as a full time job. In a previous post I remarked about companies that view customer.

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How to attract more customers through local SEO

Salmat

Local SEO must be at the heart of your marketing strategy to enable your customers to find your business online. Local SEO will improve your visibility on Google SERPs for local searches related to your business activity. As an example, if someone is looking for a plumber in Zetland NSW.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Leading Consumer Goods Company

Stratifyd

Focus. To recapture market share, figure out what the customer journey looks like, and conduct eCommerce and competitive analytics. Partnership With Stratifyd. This company is in the process of rebranding around its vape product, as there’s a culture shift happening moving users away from traditional tobacco and towards its less harmful counterpart.

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Companies Use AI to Enhance Customer Service Experience

Uniphore

In today's world we have come to realize that technology makes our lives easier. Incorporated into almost all daily used devices, from smart phones to smart refrigerators, technology simply makes our personal lives easier to manage thereby creating a more efficient use of our personal time. Read More.

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Guild Insurance takes business compliance and CX to the next level with Conversation Analytics

Call Journey

Guild Insurance, Australia’s leading provider of insurance for businesses and professionals, adopts Conversation Analytics technology to help identify problems and opportunities from each voice interaction with their customers. Using Call Journey’s proprietary AI-powered solution – Emotive Voice Streams (EVS), Guild is now able to drill down into their sales and services call cues to analyse customer sentiment, identify root-causes of customer churn and monitor each agent’s performance.

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Imperial Tobacco

Stratifyd

Focus. To recapture market share, figure out what the customer journey looks like, and conduct eCommerce and competitive analytics. Partnership With Stratifyd. Imperial is in the process of rebranding around its vape product, Blu, as there’s a culture shift happening moving users away from traditional tobacco and towards its less harmful counterpart.

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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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What the Non-Techie Needs to Know about VRI

Certified Languages International

There’s a scene in the British sitcom IT Crowd where Jen, the IT department manager, is asked what “IT” stands for during an interview. She fumbles, struggles, tries to change the subject, even excuses herself for a moment, but ultimately cannot answer it. While funny because she’s an IT manager, I think we can relate — to some degree, we’re all Jen.

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Uncovering Digital Trends: Customer Expectations in a Digital World

Concentrix

Get key insights for designing your digital strategy with findings from our latest research. The post Uncovering Digital Trends: Customer Expectations in a Digital World appeared first on Concentrix.

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Alorica Wins Two Gold Asia-Pacific Stevie Awards for Employee Experience Excellence

Alorica

Global Customer Service Provider Earns High Honors for its Learning and Development Programs IRVINE, Calif. – (May 8, 2019) – Celebrating its 20th year in business, Alorica Inc., a global leader in customer experience solutions, announced today it has been recognized for its learning and development programs, receiving two of the highest honors as part of the sixth annual Asia-Pacific Stevie.

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inSided teams up with Zendesk!

inSided

Wouldn’t it be great if there was a quick way to escalate customer issues from your community directly to Zendesk ?! Well.drumroll please.the wait is over! Zendesk integration with your inSided community has been one of the most sought-after requests from our customers and we are proud to announce its launch.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Is VoIP a Reliable Service for Your Business?

aircall

Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients. Voice over internet protocol (VoIP) providers offer businesses an affordable, modern, and more versatile alternative to classic landline phones, but questions of “reliability” create a hesitation to switch.

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“Forever Better”: Miele Canada and the Pursuit of Customer Service Excellence [Interview]

Fonolo

Miele. Its brand promise is “Forever Better.” It’s a household name. And, as it turns out, it’s a new university. As Miele evangelists know, the company stands for two important things: Quality and customers. So, it is fitting that its customer service reflects this, too. The brand, its products, and its thoughtful engagement with customers and employees remain difficult to match in an increasingly competitive marketplace (both instore and online).

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Top 4 Reasons for Live Chat Popularity

Comm100

Most people who have used live chat as a customer know its?biggest?advantages: it’s?quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. Nowadays, customers expect to be able to choose how they contact your business, in ways which are convenient for them. Imagine if your bank only provided information over the phone – it would be?

CRM 56