Myra Golden Media
FEBRUARY 14, 2019
If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Here’s Why Saying “Because” Works. Research by psychologist Ellen Langer found that saying “because,” and then tossing out a reason as insignificant as a discarded rubber band, got people to agree.
Upstream Works
FEBRUARY 14, 2019
There’s a lot of pressure to make Valentine’s Day count. After all, it’s one single day dedicated to achieving your relationship goals when there may be 364 other days that go unrecognized. At Upstream Works, we are all about customer relationships. They are at the heart of what we do all year round, and with good reason. Customer love translates to customer loyalty and advocacy.
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CustomerServ
FEBRUARY 14, 2019
Customers have made their communication expectations clear across industries: They want to interact with companies via the channels that they use the most in their daily lives and which they’re most comfortable with, whether that is a phone call, mobile app, email, social media or webchat.
UJET
FEBRUARY 14, 2019
Customers reach out to your company for a number of different reasons. When your team can quickly evaluate the type of customer interaction they're having and are trained in company best practices to handle them effectively, it sets your team up to provide a better customer experience.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CX Global Media
FEBRUARY 14, 2019
80% of contact center agents leave because of their relationship with their immediate supervisor. But with all relationships, it’s much better to give first – so that you shall receive. Follow these tips for building a better relationship with your Supervisor. She’ll likely love you for it! Your Supervisor today is like that elementary school teacher that you are still in touch with and will most likely be in touch with for the rest of your life.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Centriam Customer Experience Lab
FEBRUARY 14, 2019
Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Plus, to get executive buy-in to invest in customer experience (CX), processes and technology are needed to track CX programs and quantify their impact on the bottom line.
Tethr
FEBRUARY 14, 2019
In my last post I wrote about some of the fascinating work going on at our company, Tethr, to define and expand on the concepts from our original research in The Effortless Experience. When we did the research that went into the book, we relied on surveys (collecting data from a few hundred thousand customers about their recent service experiences) as well as hundreds of in-depth research interviews with service and CX leaders, their frontline managers and even frontline reps themselves.
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
Fonolo
FEBRUARY 14, 2019
Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 percent. This isn’t entirely surprising: Call centers are stressful work environments.
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.
GetFeedback
FEBRUARY 14, 2019
Customers want solutions, and they want them fast. It’s one of the main reasons why live chat customer service is in such high demand. Implementing a live chat feature is not easy, but definitely feasible. The real hard part is measuring your live chat’s success. How can you tell if it’s working? At GetFeedback, we use four metrics to measure the performance of our live chat support.
CallSource Insights
FEBRUARY 14, 2019
Learn some real call tracking facts and how call tracking works, breaking myths and out-of-date information for call tracking services. Call tracking software is a must for any smart marketer who wants to track both offline and online attribution. While there are many call tracking services out there, most are pretty similar at their core. Call tracking requires placing unique call tracking numbers on all of your marketing sources so that you can track and record calls, and obtain additional cal
Playvox
FEBRUARY 14, 2019
San Francisco, California – February 14th, 2019 – PlayVox, An ommnichannel quality assurance and performance management software for call centers and customer support teams, today announced it’s raised $7 million investment from Five Elms Capital. The investment will be used to fuel growth and accelerate the release of new features/functionality for its global customer base.
Influitive
FEBRUARY 14, 2019
HPE SimpliVity’s advocates are known to do radical things. For example, take reference calls while on vacation. Or send s’mores to each other’s kids. They’ll even drive three hours to a fellow customer’s office just to help them set up the optimal IT environment—all based off interactions in HPE’s online B2B community. At a time. The post How To Build A Thriving Online B2B Community, According To Jennifer Susinski From HPE appeared first on Influitive.
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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.
Call Design
FEBRUARY 14, 2019
Think of your business as a ship. You need to make sure everything is running correctly to ensure you stay afloat – however, there’s no use sailing if you have no clear idea of where you’re headed, or how you’re getting there. Your operational plan will be the lighthouse that reminds you which way to go, and highlights any potential dangers that could arise in the near future.
NICE inContact
FEBRUARY 14, 2019
The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! We carefully selected topics that are top of mind for dynamic organizations, bringing in the best industry experts to deliver them.
CustomerSuccessBox
FEBRUARY 14, 2019
The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. Why is it so? As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Since customer success is an emerging field, many aspiring CSMs may think that a Customer Success Manager’s job would be simple.
Answer Dash
FEBRUARY 14, 2019
(This article is originally published at MIT Sloan Management Review ) Business-to-business customers are people too. An obvious truism? Perhaps, but you wouldn’t know it from the digital customer experience in B2B markets. Few business websites deliver the efficient, insightful, and personalized service widely available on consumer websites. Business-to-business vendors seem unaware that corporate purchasing decisions are made by human beings, who spend plenty of time on Amazon, Expedia, and ot
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!
kommunicate
FEBRUARY 14, 2019
The advent of AI has made voice-enabled chatbots and voice assistants part of our lives. Imagine the likes of Siris and Google Assistants for your phones, Alexa and Google Home for your house. These aforementioned systems are nothing but voice-enabled chatbots. We have extensively discussed building text based-chatbots and integrating them in your websites.
ConvergeOne
FEBRUARY 14, 2019
Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.
GetFeedback
FEBRUARY 14, 2019
If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.
Certified Languages International
FEBRUARY 14, 2019
For our fourth installment of immigration stories, we’re sharing a story from Vietnamese interpreter Van. Van’s story is honest and very relatable, and she brings up an excellent question: Why doesn’t the U.S. use the metric system? Thanks to Van for sharing her story with us! The moment I sat down to write my story to share with you marked one year and four months of me living in the U.S.
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.
Stratifyd
FEBRUARY 14, 2019
Estimated reading time: 1 minute. Stratifyd will be a title sponsor for All-In to Fight Cancer’s ninth annual Texas Hold’em fundraiser event on March 14. “We always have so much fun at this event,” Stratifyd CEO Derek Wang said. “It’s a great way to give back to the community and raise money for such a good cause. Cancer touches the lives of nearly everyone in some way, shape, or form, so we’re excited that our donation can be used to help find a cure.”.
Noble Systems
FEBRUARY 14, 2019
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day.
ForeSee
FEBRUARY 14, 2019
There’s good news for citizens: Digital services are being held to a higher standard across all layers of the U.S. government. The 21st Century Integrated Digital Experience Act (IDEA) was.
NobelBiz
FEBRUARY 14, 2019
WASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls. The proposed rules would enable the agency to address consumer concerns about unwanted text messages and scam calls from overseas. The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID information (“spoofing”) with the intent to defraud, cause harm, or wrongly obtain anything of value.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Noble Systems
FEBRUARY 14, 2019
Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time. But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day.
Advantage Communications
FEBRUARY 14, 2019
The digital economy and the evolution of new technologies are changing the way B2C companies must serve and engage their customers. Those which keep up with new trends will not only realize significant benefits but will also be able to provide a superior customer experience (CX).
ClientSuccess
FEBRUARY 14, 2019
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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