Fri.Nov 30, 2018

The Ultimate Playbook for Live Chat Customer Service

GetFeedback

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over.

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. Yet these bright, bright people still manage from time to time to do things that defy understanding.

5 Things You Never Knew About Building Rapport with Customers

Myra Golden Media

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.

Understanding Customer’s Mental Budgets

Beyond Philosophy

Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on. Podcast

More Trending

5 Ways to Improve Your Website Conversion Rate with ProProfs Chat & Shopify Integration

ProProfs Blog

It’s disheartening to see your Shopify store customers abandon their carts. The feeling further magnifies when you get to know that cart abandonment leave a 97.9% gap in conversions. As scary as this sounds, you need a recovery plan in place.

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

4 Traits of the Best Customer Service Employees

B2B Customer Service Blog - TeamSupport

It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over.

What Should a Business Look for in a Help Desk Solution?

Kayako

It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Three Lesser-Known Variables That Can Impact Forecasting Data

Monet Software

Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes it easier to anticipate staffing requirements, and a workforce management solution that delivers precise results. But it all begins with data.

5 ways new moms know it’s time to go back to work

Liveops

How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance. At the top of those considerations is determining whether and when to get back to work after your baby’s arrival.

Five Ways Performance Management Data Contributes To A Better Contact Center

Monet Software

The frustrating thing about performance management (PM) is it’s never going to be perfect. Of course, that’s not uncommon in business.

The Ultimate Lemonade Stand

inContact

One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two. It’s a pretty straightforward business.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

A Seasonal Approach to Shrinkage

Monet Software

Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism, etc. It’s something to be avoided as much as possible, obviously.

How to Scale Customer Support and Customer Success at Your Startup

ChurnZero

Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it.

Are Your Agents Getting Enough Sleep?

Monet Software

That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part of their jobs. Unless those agents are dozing in their cubicles. But as a nation our sleep patterns are changing.

The Unquestionable Value Call Tracking Brings To Agencies

Infinity

Brands no longer expect their agencies to perform marketing campaigns alone. They expect a service that offers access to a comprehensive tech stack to bring additional strategic information and revenue to their business.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

The Critical Role of Bank Contact Centers

Monet Software

Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There were many more state and local bank branches back then, each offering different checking and savings account products to entice customers.

The Growing Value of Ethical Values at Salesforce

Up Your Service

I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended family.

5 ways new moms know it’s time to go back to work

Liveops

How will you know you’re ready for your comeback? When you’re anticipating a baby—whether years or weeks in advance—there’s lots of fun stuff to think about and plan: the colors of your nursery, names, a party with friends and family. The list can go on and on. You also may be wondering how one goes about incorporating a tiny human into an already strained work/life balance. At the top of those considerations is determining whether and when to get back to work after your baby’s arrival.

How to avoid three critical pitfalls of voice analytics investments

Tethr

Companies have historically recorded their customer conversations for quality assurance, training and compliance purposes but, until recently, have had no way of mining this data for insights—at least not in a scalable and cost-effective way. Instead, companies have relied on people (typically in quality assurance) to manually listen to calls to glean information.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten

Aspect

Richtig schlechter Kundenservice schafft es oft in die Schlagzeilen. Keine erstrebenswerte Werbung! Aber auch eine „nur“ unbefriedigende oder einfach mittelmäßige Servicequalität ist mit Sicherheit kein Wettbewerbsvorteil.

APIs 63

Real-World Best Practices in Manufacturing Operations

West

No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.

Philip Morris International Success Story

Stratifyd

Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd.

7 Signs Your Digital CX Strategy is About to Backfire

LiveChat

Keeping your customers unhappy for long is bound to affect your business in a negative way. Do you know that U.S. companies lose over $62 billion annually , simply because of poor customer support?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Philip Morries International Success Story

Stratifyd

Focus. To analyze omni-channel data to learn about market trends and the overall customer experience. The company uses this information to enhance marketing messaging, improve incident management, and innovate in terms of product development. Partnership With Stratifyd.