Fri.Jul 06, 2018

article thumbnail

Understanding Customer Basic Instincts

Beyond Philosophy

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

199
199
article thumbnail

Multilanguage Support in the Contact Center

Call Center Weekly

In today’s business world, the desire to reach more consumers is a top priority. With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Guest Blog: Using Sales Contests to Lift Customer Experience

ShepHyken

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.

Sales 179
article thumbnail

Aircall is a HubSpot Premier Partner: Here’s why that’s good for you…

aircall

Aircall has climbed the ranks of HubSpot integrated software and is now a Premier Partner. This is great news for… Aircall. Aircall Users. HubSpot Users. Everyone Everywhere. In all seriousness though, here’s what this important milestone represents: 1. Aircall has been installed over 500 times via the HubSpot Connect Marketplace. Before ever picking up a call, Aircall’s well-integrated phone software gives HubSpot users unparalleled access to customer information.

Sales 81
article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Common customer service mistakes to fix ASAP

Vonage

Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact. Here, I’ll highlight a handful of these customer service “worst practices” and provide an achievable solution for each that can get your customer service back on track.

More Trending

article thumbnail

Contact Center Industry Stats – Technology

Taylor Reach Group

Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. as well as statistics related to the various Contact Center channels. Below, we will be discussing Contact Statistics related to the various technologies within the Call Center.

article thumbnail

Engaging customers: the sky is the limit in football

Hello Customer

Belgium-Brazil, tonight at 8 PM. With headquarters in Ghent, Hello Customer will support the Red Devils and watch the game of course. Will you also be in front of the television tonight? Outside, in front of a big screen, together with hundreds of fans, or in your own living room with family or friends? Why not drink a Belgium (aka a beer) and wear a tricoloured t-shirt, hat, scarf, tie, socks, earrings or some make up in the Belgian Colours?

60
article thumbnail

Top 5 Ways to Improve Your Company’s Live Chat Experience

Kayako

Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer is a resounding no.

article thumbnail

What the tech analysts aren’t telling you about AI-based speech analytics

Tethr

Customer service and CX leaders are understandably excited about the potential for AI-based speech analytics and the positive impact these solutions can have on their businesses. But, we’ve recently seen confusion and in some cases a general lack of understanding from business leaders on what is really required to extract value out of an AI investment.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

article thumbnail

Skills Based Routing Defines Success for Contact Centers

Hodusoft

Contact centers must grapple with various issues as they grow in size and handle different accounts and services. Keeping callers satisfied is a prime requisite. The other side of the coin is employees and how to handle this resource in the most efficient way. As workforce grows, task distribution can become skewed leading to a heavy load on some and idle time for others.

article thumbnail

Back to school is here! Four fun promotions to try

FiveStars

Back to school is one of the best times to run a promotion for your business—according to the National Retail Federation’s 2017 study, back to school spending is on the rise, making it one of the biggest shopping holidays of the year. Wondering when the season officially starts? While many parents start their shopping as […]. The post Back to school is here!

40
article thumbnail

A Roadmap to Diversity

24-7 InTouch

There’s a reason the world’s leading brands are focusing more on diversity and inclusion. Beside the obvious reasons (it’s the right thing to do), a diverse workforce can be an incredible asset in creating more engaged, happy, and productive employees.

40
article thumbnail

5 Steps To Running An Advocate-Powered Beta Test (Plus Examples!)

Influitive

If you’ve ever ran a product or feature beta before, chances are you’ve experienced some challenges along the way—maybe it was tough finding enough participants, or maybe it was difficult to prioritize what feedback to address before release. If you’ve never ran a beta before, maybe you’re looking for a general guide on how to.

article thumbnail

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

article thumbnail

How Artificial Intelligence Amplifies Contact Center Supervisor Performance

CX Global Media

While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. AI can’t coach your agents. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Goodness knows the amount of data that can be used for agent performance management is absolutely overwhelming.

article thumbnail

The Top 5 Emerging B2B Customer Support KPIs

TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49
article thumbnail

The Top 5 Emerging B2B Customer Support KPIs

TeamSupport

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40