HelpCrunch
JULY 29, 2019
By applying proper customer service KPIs, you can always be sure you're on the right track. So, which ones are the right? The post 7 Measurable Customer Service KPIs to Evaluate Your Team appeared first on HelpCrunch blog.
Myra Golden Media
JULY 29, 2019
My daughter and I were exploring supplements at Whole Foods on Saturday. I’d grabbed Matcha powder, MCT oil, and ground flaxseed. An employee with happy robin eyes spotted my bounty and whispered a tip, “If you can wait a few days, all of our supplements are going to be 25% off August 2-4, and Prime members get an additional 10% off. I can get you a bag and hold your items for you if you like.” I needed the ground flaxseed for a vegan recipe, but the other times could wait.
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Playvox
JULY 29, 2019
Back-office processes (accounting, IT, quality assurance, customer support etc.) are all vital elements of running a successful operation, yet workforces may struggle to handle them in-house.
ShepHyken
JULY 29, 2019
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. Your company has a vision: Why can’t everyone see it? by Knowledge@Wharton. (RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton
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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.
Beyond Philosophy
JULY 29, 2019
I used to work in corporate life. I managed to get up to a senior position. When people asked what I did, I used to say, “I play chess.”. I was joking, of course. The truth is I spent my day on company politics. My guess is a lot of you do, too. Surprisingly, there are not training courses on company politics and how to deal with them. In light of this fact, we decided managing company politics would be an excellent subject of conversation for a recent podcast.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Myra Golden Media
JULY 29, 2019
We all go through times when we’re not feeling the whole work thing. The mere thought of work brings on dread, we mop ourselves into the office later and later, and our eyes are rolled to the back of our head more often than not. These are all signs that we’re burned out or morale is very low. If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job.
Mindtouch
JULY 29, 2019
Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Specifically, who is adding content, when are they adding it, how, and where? To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions.
NameShouts
JULY 29, 2019
How do you pronounce the most searched name on our platform? Not to brag, but we pronounce a lot of names on NameShouts. A looooot of names. And we’re not about to Marie Kondo our database either. Every name sparks joy. Every name is important. But for this quick piece, we want to take a look at a certain group of names that seem to keep coming up. We’re reaching for the stars with our database.
GetFeedback
JULY 29, 2019
How integrating a survey feedback action plan into your processes will help improve your products and services, and show your customers you genuinely care.
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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
ClientSuccess
JULY 29, 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.
Mindtouch
JULY 29, 2019
Over the last year, enhancements to MindTouch analytics functions emerged as a top request from our customers. Beyond the rich data MindTouch already captures around content value, customers wanted to see the why and how behind the health of their knowledge bases. Specifically, who is adding content, when are they adding it, how, and where? To provide better data analytics within the product, we are adding three new Contribution reports to the MindTouch platform: Site Contributions.
Avoxi
JULY 29, 2019
Call center jobs are already stressful, and dealing with frustrated customers doesn't make your job any easier. In fact, handling difficult customers over the phone is consistently listed among the top 3 reasons for turnover in the call center. Helping your agents manage irate customers and de-escalate those interactions will go a long way in… The post How to Handle Angry Customers on the Phone appeared first on AVOXI.
Jon Arnold
JULY 29, 2019
Had a lot of takeaways from last week’s Voice Summit 2019 in Newark, and here’s my latest. While the event was mostly consumer-focused, there were some enterprise-based sessions - including mine - and there certainly was food for thought both around collaboration and contact center. I wrote this post wearing my BC Expert hat for BCStrategies , and it’s running now on the portal.
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.
Smooch
JULY 29, 2019
How India’s Largest Crowdfunding Platform Doubled Donations with WhatsApp In college, I worked in retail. When I wasn’t folding jeans or cleaning diapers out of changing rooms, part of my job was convincing customers to sign up for daily SMS promos. “But I’ve already signed up for the emails,” they would say as I cornered them between stacks of denim.
LiveChat
JULY 29, 2019
Many awesome products we use have plenty of features which sometimes we don’t realize. Just recently I found out that if we mistype a digit in an iPhone calculator, there’s no need to cancel with “C” or “AC” and start all over again. Swiping left or right at the top of the screen removes the last number we entered. I’m sure you also have those Eureka moments with different products you use.
Stratifyd
JULY 29, 2019
Estimated reading time: 5 minutes. Stratifyd’s Technical Writer, Kim Landis transformed her love of writing and foreign language into a technical skill set used to forge her own path into the tech industry. Her childhood was spent moving back and forth between Virginia and Ohio due her father’s career. Growing up, she didn’t have much interest in school but was intrigued by foreign language.
Working Solutions
JULY 29, 2019
Ensuring Nonstop Customer Service this Season Predictions for the 2018 hurricane season forecast more storms than normal. And if that wasn’t enough, they’re “becoming windier, wetter, and powerful than ever,” pushing further inland. Fact is, it’s getting harder to stay out of harm’s way. Are your call center operations prepared—or not? For nonstop customer […].
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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.
Up Your Service
JULY 29, 2019
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the third challenge, Building Internal Service Relationships and Employee Engagement. These are the links to watch Challenges 1, and 2: Challenge 1: Setting Effective Service Standards Challenge 2: Shifting from Service Process to Customer Experience.
Stratifyd
JULY 29, 2019
Estimated reading time: 5 minutes. Stratifyd’s Technical Writer, Kim Landis transformed her love of writing and foreign language into a technical skill set used to forge her own path into the tech industry. Her childhood was spent moving back and forth between Virginia and Ohio due her father’s career. Growing up, she didn’t have much interest in school but was intrigued by foreign language.
NICE inContact
JULY 29, 2019
With $1.5 billion in annual sales, Omega World Travel is one of the largest travel management companies in the U.S. Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Together they support three different channels—voice (inbound and outbound), email and chat (both inbound) in 19 different languages, making a unified cloud platform imperative in the contact center.
Totango
JULY 29, 2019
We are happy to share that we have established a more concrete seasonal release cycle (winter, spring, summer, fall), continuing to deliver updates and feature releases every two weeks under a focused quarterly theme. This quarter our focus is on CSM productivity and one-click engagements with your accounts. We’ve decided to name our releases based on desirable summer destinations today we are excited to announce our Ibiza Summer ’19 release. .
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!
GetFeedback
JULY 29, 2019
Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback. Having a consistent process to assess and assign action owners is not always a simple task. .
Certified Languages International
JULY 29, 2019
Small clinics and medical offices often lack the IT resources and staffing found at giant hospital systems, but that doesn’t mean smaller practices should eschew new technology (or technology altogether, for that matter). Thankfully, many health technologies are much more accessible for small offices than you might assume. Like video remote interpreter (VRI).
JustCall
JULY 29, 2019
What could be more daunting for a business than angry customers? Handling customers at their worst can be quite a scary task for your customer support team. This does make the customer support career seem like a nightmare. . Businesses time and again come up with new solutions to cater to their frustrated and angry customers. Be it email support, live calling, live chat, etc.
VocalCom
JULY 29, 2019
For many companies, solving customers’ issues on the first try is a prime goal. However, first contact resolution, or FCR, requires more than just friendly agents. To assist a customer thoroughly without losing a human touch requires a combination of agent training, a robust omnichannel solution, and an efficient contact center protocol. Here are five ways to achieve first contact resolution for maximum customer satisfaction.
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
Certified Languages International
JULY 29, 2019
Small clinics and medical offices often lack the IT resources and staffing found at giant hospital systems, but that doesn’t mean smaller practices should eschew new technology (or technology altogether, for that matter). Thankfully, many health technologies are much more accessible for small offices than you might assume. Like video remote interpreting (VRI).
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