Thu.Oct 05, 2017

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Exposed: The 7 Questions Everyone Should Be Asking

Beyond Philosophy

The emotional side of the Customer Experience (CX) is often ignored, which is a big mistake in today’s competitive business environment. Since emotion influences more than half the typical CX, deliberate structuring of your emotional CX is essential. When you cultivate customers’ positive emotions, it improves your CX outcomes and serves as an enormous competitive differentiator.

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3 Easy Agent Appreciation Ideas

Contact Center Pipeline

Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts. But if you’re looking for a few more ideas to show appreciation to your staff for the incredible work that they do, the following are three simple tips for […].

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Wow Customers by Going Above and Beyond

Call Center Weekly

By Sean Hawkins Going beyond what is required is one of the greater acts of service that one can give. It's great when you provide amazing service, but when that level of service surpasses what is required, not only do you show customers that you value them, your commitment to service becomes legendary. Many companies speak of the importance of customer service, yet it is not always evident.

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Next Generation Networking: 4 Pointers on Expanding Your Professional Network

Win the Customer

Even though many aspects of business and professional life have changed with the advent of new technologies, networking remains one of the most important elements of building and advancing a business. Networking for business owners is slightly different than for employed professionals, but many of the same concepts still apply. Here are four of the top tips in networking for newer business owners looking to build their brands.

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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

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5 Brands that Are Successfully Using Chatbots

Fonolo

Ok, let’s face it; the age of robots is now. As businesses automate their sales and support teams, chatbots and other AI programs are becoming increasingly popular. So, if you’ve been living under a ROCK and need a refresher, please allow me to explain chatbots in layman’s terms. A chatbot is a computer program that automates certain tasks by chatting with customers through a conversational interface, like Facebook.

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How Forrester Ranks Digital Experience Platforms

Topdown

The Forrester Wave™: Digital Experience Platforms, Q3 2017 report came out recently, and we were extremely interested to see how things have changed since the last DX Platform Wave came out in 2015. Analysts Mark Grannan ( @mwgrannan ) and Ted Schadler ( @TedSchadler ) identified the 14 most significant DX platform providers and researched, analyzed, and scored them.

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Should you outsource your customer service?

Ansafone

WHY YOU SHOULD OUTSOURCE YOUR CUSTOMER SERVICE. Customer service is a vital part of any business, but the question is, should it be kept in-house? There are a lot of benefits to be gained when you outsource your call centers. Most businesses have found out that outsourcing their customer services has been the best fit for their business, so why don’t you do the same?

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Super Fast Voice Broadcast with Asynchronous Python and Sanic

Nexmo

SMS has become the de facto method for sending notifications when push isn’t available. So much so that I rarely receive an SMS from an actual “person” anymore. My colleagues use Slack, friends use Facebook Messenger, security-conscious friends use Telegram, and paranoid friends use Signal. Even my mum, who only got her first smartphone in […].

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Business costs of missed calls

Ansafone

The Cost of Missed Calls. In today’s business environment, customers have a myriad of ways to connect with you, from email and text messages to social media and a company website. However, amid all of these options, they actually prefer to use the telephone. A recent Accenture study surveyed more than 25,000 U.S. consumers, and more than 80 percent said they would rather solve a problem with a person than interact over digital channels.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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4 Ways Millennials Are Shaping Customer Service

GetFeedback

Millennials are now the largest consumer demographic in the world, and their preferences have made an major impact on how we think about customer service.

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Customer Service for Every Generation

Ansafone

How to Tailor Your Customer Service to Every Generation of Customers. Customer service is an essential element of any business. If your customers always leave feeling satisfied and adequately taken care of, your reputation (and sales!) will benefit greatly. Customer service has never been a walk in the park, but it’s become significantly more difficult in the last decade.

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National Customer Service Week

UJET

As it’s National Customer Service Week, we wanted to take some time to shine a light on how UJET provides a window into customer issues, arming agents with the proper tools to make their jobs – and overall support experiences – easier.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

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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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To Bot or Not to Bot? That’s the Customer Service Question.

CafeX

As enterprises increasingly automate contact centers with chatbots, the question is: what's the balance between proactive customer service & human interactions? In the least, it’s certainly a question for many contact center managers as they seek to compete and differentiate on customer experience.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

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You Don’t Trust Your Agents (But It’s Not Your Fault)

SharpenCX

Is trust an issue in your contact center Here’s are some signs that you may not trust your agents as much as you think you do. [.]. Read More. The post You Don’t Trust Your Agents (But It’s Not Your Fault) appeared first on Sharpen Contact Center Software.

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

NICE inContact

Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey that is expected.

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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!

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You Don’t Trust Your Agents (But It’s Not Your Fault).

SharpenCX

Is trust an issue in your contact center Here’s are some signs that you may not trust your agents as much as you think you do. [.]. Read More. The post You Don’t Trust Your Agents (But It’s Not Your Fault). appeared first on Sharpen Contact Center Software.

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Complacency or Innovation: You Decide

CX Journey

Image courtesy of Pixabay How can anyone become complacent about running a business? or about winning at business? It happens! It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer ex

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Forget Everything You Know About AR and VR: There’s More to This Tech than Pokemon Go

Clarabridge

This article was originally published in the Huffington Post. It’s been nearly one year since Pokemon Go launched, and the headlines are still rolling in. Whether you’re sick of hearing about the 90’s inspired mobile game or you’re out there catching ‘em all , it’s the most widely used and talked about application of augmented reality (AR) to date. Pokemon Go has made it easier to explain AR and virtual reality (VR) to the masses, but it’s also made it difficult to position these technologies as

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Recorded Webinar: When to Invest, Specialize, and Scale in Customer Success

ClientSuccess

This live webinar is over and is now available as a recorded version. You can watch the recorded version here. Webinar Details. Join Dave Blake, Founder and CEO of ClientSuccess and a panel of customer success leaders as they discuss how to succeed at customer success. This webinar was held on Tuesday, October 17, 2017 at 12:00 pm Mountain Time on the topic: When to Invest, Specialize, and Scale Customer Success.

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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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Chatbots and RPA: Changing the Future of Customer Service

Uniphore

Today, leading brands and service providers are turning to the amazing cognitive technology offered by “chatbots” to better manage and automate the customer service experience. At the same time, another technology gaining traction in the industry, Robotic Process Automation, is also being referred to as a “bot,” and it has started to create some confusion.

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4 Current Trends Affecting Customer Success

ClientSuccess

Customer success is an ever-changing role. Add in the detail of SaaS customer success, and it’s a veritable landslide of new ideas, trends, and upstarts. For CSMs in the thick of the action, these changes can be confusing while simultaneously ground-breaking. It’s important, however, to understand how new trends impact the day-to-day tasks of customer success professionals.

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Why do you have the SLA that you currently have?

Loxysoft

The post Why do you have the SLA that you currently have? appeared first on Loxysoft.

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The Amazon Playbook for Speed and Agility

Toister Performance Solutions

It's no secret Amazon is a customer-obsessed organization. What's fascinating to me is how they achieve this obsession. Former Amazon executive, John Rossman, shared some of the company's secrets in a keynote address at ICMI's Contact Center Demo and Conference last week. His presentation shared insights from his book, The Amazon Way , which highlights 14 leadership principles Amazon follows to drive its legendary customer service.

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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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The Talkdesk Advantage: A Visionary Contact Center with an Open Solution

Talkdesk

At Talkdesk, we want to be a step ahead of our customer’s needs. We strive to anticipate challenges and to have solution options in place. To do this we need to be able to innovate with incredible speed. Just as Henry Ford, of the industrial age, understood that many people working together could manufacture cars faster, better and more economically than a single person putting together an entire car, we at Talkdesk understand that creating an open contact center platform where we can invite pa