HelpCrunch
AUGUST 31, 2020
A customer service position goes way beyond fielding clients’ questions and complaints. For many people, it’s longer associated with a chatbot that gives generic answers. Despite technology development, customer service equals human interaction. And now [ … ]. The post Top 15 Must-Have Customer Service Skills (And How to Hone Them) appeared first on HelpCrunch blog.
Steve DiGioia
AUGUST 31, 2020
People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”. How the heck does he know “my style”? I can do without the kissing-up just for him to make the sale.
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Callminer
AUGUST 31, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success!
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
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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.
TELUS International
AUGUST 31, 2020
Productivity spiked in the early days of COVID-19, but as the pandemic wears on, fatigue is setting in. Discover how compassion, culture and communication can help decrease employee burnout and build better engagement.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 31, 2020
Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.
Talkdesk
AUGUST 31, 2020
Call center outsourcing is a hot topic on both ends of the phone – company and customer. And both groups have reasons to celebrate and hesitate. From a company’s perspective, call center outsourcing can be attractive for expanding customer communication, but may be nerve-wracking given that it requires giving up some control over their provision of service.
ViiBE Blog
AUGUST 31, 2020
With social distancing as the new normal, words like “travel” and “contact” are considered taboo. Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. They have experienced higher levels of success despite the challenges presented during the crisis.
Influitive
AUGUST 31, 2020
We kicked off this year’s Influitive Live 2020 conference with a hot topic: the customer journey. In his Opening Keynote, Influitive CEO Dan McCall presented this important finding: 84% of customers say that the experience a company provides is as important as its products and services. “A company that listens and engages with their customers […].
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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
Satrix Solutions
AUGUST 31, 2020
“How are your clients using customer or employee insights to drive positive change?”. When speaking with business leaders about engaging Satrix Solutions for a voice of the customer or voice of the employee program, I’m often asked a version of this question. I genuinely enjoy being asked, partially because we have so many great examples , but more because it reveals an important mindset of the prospective buyer: they understand why feedback from relevant groups should always be considered when
NobelBiz
AUGUST 31, 2020
The August 20 case of Odom vs ECA Marketing proves that ONE prerecorded call to the wrong person is enough to prove a WILLFUL violation of the TCPA. Read about it, see how it all happened, and read how you can best guard your business. The post One Bad Call Is Enough to Get Sued and Lose | A Review of Odom vs ECA Marketing appeared first on NobelBiz®.
Topdown
AUGUST 31, 2020
Staying up to date on the most recent trends, standards, and best practices related to customer communication management (CCM) and customer experience (CX) can mean the difference between successfully inspiring brand loyalty and losing your customers early in their journey. Especially now, as the lines between these two categories continues to blur.
Interaction Metrics
AUGUST 31, 2020
Bill Gates said, “The coronavirus pandemic pits all of humanity against the virus.” And that about summarizes our current state. While it’s unifying how we’re faced with the same challenge, there’s significant variation among individual experiences. This is highlighted in the relationship between companies and their employees. So now more than ever, companies need insightful employee satisfaction metrics.
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!
Nuance
AUGUST 31, 2020
Health systems and radiology departments continue to face the ongoing challenges of burnout and financial constraints, both of which have been exacerbated by a global pandemic. We know, for example, that the American College of Radiology has adopted CDC guidance to reschedule non-urgent outpatient screening, such as mammography, and interventional procedures.
Vcaretec
AUGUST 31, 2020
Customer service is a vitally important part of any business. Without satisfied customers, sales don’t happen, revenue dries up, and entire organizations can topple. Over the past few years, good customer service has become incredibly important to customers in nearly every industry. People today expect fast, intuitive service, and if they hit a speed bump they want things to be resolved right away.
Global Response
AUGUST 31, 2020
Customer care is a major component of any brand experience. One of the best things a company can do for their business is to set up a process that ensures a high-end more. The post How to Build the Omnichannel Contact Center of Your Dreams in 2020 appeared first on Global Response.
Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
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
COPC
AUGUST 31, 2020
Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call resolution relates to the Service Journey. Most contact centers are able to quantify the cost of an inbound call, but how many of them (beyond those centers which are involved in sales or collections) are actually able to quantify the value of resolving an inbound call in terms of customer loyalty or prom
inmoment
AUGUST 31, 2020
Most brands are keenly interested in creating experiences that move their customers on an emotional level—the trick lies in figuring out which factors companies can and should wield to elicit that response from the individuals they seek to serve. . Experience outcomes have a lot to do with all the usual elements, like brand professionalism, but they also have everything to do with how customers feel before, during, and after an experience.
Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
ScreenSteps Call Center
AUGUST 31, 2020
If you missed the workshop we ran for CCW, we recorded a summary for you here. We know that re-watching a 90-minute webinar isn't always easy, so our team went through the highlights in less than 20 minutes. The video below is jam packed with key points that will help you improve your call center guides, call flows, protocols, and scripts.
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.
bold360 Blog
AUGUST 31, 2020
Customer self-service (CSS) is a win-win for all involved in today’s uncertain business landscape, one where remote work and digital-first interactions have become the “new normal.”. Let’s start with a definition: “customer self-service” offers customers the tools and resources they need to find answers and resolve issues on their own, without the intervention of a human service agent.
CSM Magazine
AUGUST 31, 2020
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes. I saw a cartoon in a business publication that accurately sums up the sad modern state of customer service. A woman is speaking into a phone recorder while two men stand behind her. The men are speaking to the woman as she records her voice into the voicemail.
BetterXperience
AUGUST 31, 2020
Fenero
AUGUST 31, 2020
Did you know? 50% of call centers that don’t use cloud technology reported they would begin using it before 2020 ends in order to have an omnichannel approach to customer service.**. To put it simply, antiquated call center tech can’t keep up with COVID-19 and the unique challenges these times have highlighted and compounded. When compared to cloud-based call center software, on-premise options have some very large faults such as integration issues, no all-in-one available, bulky use, cumbersome
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.
ShepHyken
AUGUST 31, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. (Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around?
Nicereply
AUGUST 31, 2020
They call it a north star metric for a reason, and if CSAT is indeed your north star, it should never stray too far from sight. Apart from customer satisfaction, there are plenty of other KPIs and metrics your support team is probably measuring today. You have your average response times, your first contact resolutions, SLAs, resolution times….just name it.
Cincom
AUGUST 31, 2020
Life moves pretty fast. If you don’t stop and look around once in a while, you could miss it. … – Ferris Bueller. Ferris certainly knew what he was talking about, and his comments can just as easily be applied to the rate at which the average human consumes information today. Every single moment our bodies, brains and nervous systems process roughly 11 MILLION bits of data—every single moment.
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