Myra Golden Media

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Consulting 227

Consulting Consulting Call Center Customer Experience 227

Contact Center Pipeline

AUGUST 8, 2018

It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules are a key contributor to employee satisfaction (and dissatisfaction) in a contact center. There are times when someone has to work a shift they hate, and the response is negative. […].

Contact Center 140

Contact Center Call Center 140

Bright Pattern

AUGUST 8, 2018

It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve up the right information, at the right time, to agents.

Agent Empowerment 102

Agent Empowerment CRM Contact Center Management 102

Beyond Philosophy

AUGUST 8, 2018

Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.

Advertising 278

Advertising Customer Experience Accountability Marketing 278

Advertisement

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

Surveys

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. They are people pleasers. They pay attention to details. And, it seems to come naturally to them. So, are they born with it, or do they learn it? How do they recognize that this is what they are good at? Just a few weeks ago I went through an exercise and one of the questions was about my “entrepreneurial DNA.

Customer Service 218

Customer Service Finance Banking Engineering 218

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite The Story ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, The post CX Storytime Tale of The Anti-Social Socialite appeared first on The Upsell.

Upselling 114

Upselling Customer Experience 114

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. But as a CX enthusiast, where do you start? While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors)

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Nexmo

AUGUST 8, 2018

It could be said that the creation of voice over IP (VoIP)—or at least the technological foundation that made it possible—was a happy accident. If key developments like efficient voice encoding and broadly available high-speed internet didn’t exist, today’s global VoIP communications probably wouldn’t, either. But fortunately, these technologies do exist—which is great news for […].

voip 72

voip Technology Contact Center 72

Fonolo

AUGUST 8, 2018

*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know. For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. Not only are we clinging to the fast-moving coattails of technological shifts that send shock waves through our industry, we are also scrambling to keep ourselves modern, current, and meeting the evolving needs of consume

Contact Center 64

Contact Center Education Accountability Consulting 64

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.

Customer Experience

AskNicely

AUGUST 8, 2018

You’ve got the buy-in from your company and have created a top-notch Net Promoter Score program. You’re getting your scores and the first question everyone asks is “How do we get our scores to go up?”. Here are the top five ways to increase your NPS scores: 1. Close the loop. Respond to your all of the responses in a timely manner. You can do this by setting up workflows to help scale the process.

CRM 60

CRM Surveys Accountability Feedback 60

Certified Languages International

AUGUST 8, 2018

The sometimes surprising questions we hear about language access policy from healthcare providers. Whether you’re creating a new language access plan or you’re revising your organization’s existing plan, someone on your staff probably has questions about language access. Language access can be a complex subject, and your organization’s language access plan may call for responding to different in situations in different ways.

Healthcare 63

Healthcare Education 63

Zingtree

AUGUST 8, 2018

Update August 2018: You can now include History or Breadcrumbs in embedded trees. When using a Zingtree , have you ever thought how nice it would be to see some more context of where you are in the tree? Or the steps it took to get to where you are? Come and discover Zingtree’s two contextual publishing options: History and Breadcrumbs. History allows you to see every step you took while using the tree: Breadcrumbs show the sequence of node titles that appeared throughout your journey thro

Customer Support 58

Customer Support Call Center 58

SharpenCX

AUGUST 8, 2018

In case you missed it, we’re recapping last week’s Agent Empowerment Webcast presented by Blair Pleasant of BCStrategies. We unpacked the idea of agent empowerment and what it means for customer satisfaction. Plus, we gave an introduction to BCaaS. We have resources to connect every part of a business, so entire enterprises can focus on [.]. Read More.

Agent Empowerment 52

Agent Empowerment Contact center software Enterprise Contact Center 52

Advertisement

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.

Self service

Interactions

AUGUST 8, 2018

AUGUST 8, 2018 We’ve talked a lot at Interactions about. Read more » The post 3 Important Things A Chatbot Can’t Do appeared first on Interactions Resource Center.

Chatbots 48

Chatbots 48

CX Advantage Walker

AUGUST 8, 2018

Week 1: Ten employees gather for a kickoff meeting set out to design a new internal process with the goal of ultimately improving the customer experience. The meeting is led by the organizer who gets limited engagement and participation from the other attendees. The topic is discussed broadly and action items are assigned to owners. Continue reading.

Customer Experience 48

Customer Experience Feedback 48

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. The Story. ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, articles to consume and podcasts to fill your brain to keep up with the latest trends, features and news.

Morale 48

Morale Customer Experience Surveys Accountability 48

The Center for Client Retention

AUGUST 8, 2018

According to Webster’s dictionary, networking is “the cultivation of a productive relationships for employment or business.” The key word is relationship. Unfortunately, the majority of people in the business community don’t seem to understand that important part of the definition. I thought it would be helpful to outline ten tips to help initiate relationships that can eventually lead to financial success and/or a long-lasting friendship.

Personalization 48

Personalization 48

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.

Contact Center

Playvox

AUGUST 8, 2018

Great coaching is a must if you want your call center agents to perform well and provide excellent service to your customers. Coaching call center agents provides a way for them to learn new skills, get your feedback on the work they’re doing, and get to the heart of problems they’re experiencing during calls.

Coaching 43

Coaching Call Center Feedback Management 43

Russel Lolacher

AUGUST 8, 2018

What does it look like when an entrepreneur doesn’t practice what they preach? Stay tuned for a story of literary frustration, online confusion and broken promises. This is the Customer Experience Storytime Tale of… The Anti-Social Socialite. The Story. ACT ONE: Working in social media and customer experience… it’s exhausting. Continually looking for new books to read, articles to consume and podcasts to fill your brain to keep up with the latest trends, features and news.

Morale 40

Morale Customer Experience Surveys Accountability 40

Help Scout

AUGUST 8, 2018

When you’ve grown to love a product or a service, learning you need to shell out more money to maintain the status quo can be a bummer. How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision.

Banking 40

Banking Accountability SaaS Engineering 40

CX Journey

AUGUST 8, 2018

Image courtesy of Pixabay This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here. I'll dive right in with more details about your CX Champions team. How often does the CX Champions team meet? In the early days, the team should meet monthly, but this can be adjusted over time to meet more frequently or less frequently, as needed.

Customer centricity 34

Customer centricity Journey mapping Government Feedback 34

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.

Feedback

Up Your Service

AUGUST 8, 2018

This interview was first posted by our friends at the keynote speaker agency www.Speaking.com. Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. Which phrases do you find misleading and why? KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Education 53

Education Airlines Scripts Personalization 53

Jive

AUGUST 8, 2018

With so much focus on ensuring the efficiency of external communications, it’s easy to overlook internal communication challenges. Without a proper way to reach out to your own team members, critical operational factors like employee retention, productivity, and engagement tend to suffer. This is significant given that according to research by the Corporate Leadership Council , “engaged companies can grow profits three times faster than competitors; and highly engaged employees are 87% les

Morale 74

Morale Management Technology Customer Service 74

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. This interview was first posted by our friends at the keynote speaker agency www.Speaking.com. Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service.

Education 40

Education Airlines Scripts Personalization 40

bold360 Blog

AUGUST 8, 2018

Artificial intelligence is seemingly everywhere. Siri, Alexa, and Google Home have made AI a regular part of our personal lives, and now it is making its way into our business engagements. IDC predicts that by 2020, 40% of commerce transactions will be enabled by conversational AI solutions. [1] But AI is a very broad term, and there is a wide range of technologies and capabilities that claim to be AI.

Scripts 40

Scripts Chatbots Technology Personalization 40

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.

Journey mapping