Tue.Nov 16, 2021

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Leading with Compassion

Contact Center Pipeline

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family to vacate their apartment, and an eviction notice has been nailed to the door. They tried unsuccessfully to talk it out […].

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Amazing Business Radio: Karin Hurt and David Dye

ShepHyken

Courageous Culture. Bringing Great Customer Experience Ideas Forward. Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow?Leaders.?They are known for practical tools and leadership development programs that stick. Karin and David are the?award-winning authors of five books including, ?Courageous Cultures: How to Build Teams of Micro-Innovators,?

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Trending Sources

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The New Hybrid Field Service Model: Does Visual Assistance Have A Part To Play?

TechSee

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

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Pros and Cons of Using the Built-in Front CSAT Solution

Nicereply

When it comes to providing good customer service the majority of companies already know how important it is to measure customer satisfaction. Even numbers say that 81% of satisfied customers are more likely to do business with you again if they have a positive experience. But, what is even more interesting and essential to accept is that 95% of customers will “take action” after a negative experience – like sharing concerns with friends and family, or in the worst-case, churning.

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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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Wondering how to improve customer experience in your contact center? Try these 10 best practices

NICE inContact

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

More Trending

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How to Build Customer Rapport That Doesn’t Bore

ChurnZero

Every six months, I begrudgingly visit the dentist. I sit under the fluorescent lights in the waiting room ruminating over my neglected resolution to floss each night and the impending pain I will soon endure. And although we only see each other twice a year, through the poking and prodding, my dentist always peppers me with questions. She asks how my dog Lucy is doing after her scuffle with a fierce Chihuahua, or if I ended up trying that new Thai restaurant I mentioned at my last appointment.

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Introducing the Square integration: Trigger post-transaction surveys with Square and Delighted

delighted

We’re teaming up with Square, a payment processing solution trusted by millions of businesses worldwide, to automate customer feedback surveys. With this free integration, collecting feedback will be as easy as taking payments. How it works: Once a customer pays through a Square payment processing system , whether online or in-person, credit card or Apple pay, Delighted will send that customer an embedded email survey after a custom time delay.

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Announcing the NEW VirtualPBX VoIP Reseller Program

VirtualPBX

We have taken it to the next level in the evolution of the VirtualPBX Business Phone System. The NEW VirtualPBX Reseller VoIP Program is coming and will allow our partners access to the exciting benefits of our award-winning VoIP phone service. As a telecommunications company with remote and hybrid employees, we have spent over 20+ years creating a productive and streamlined workplace.

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7 Ways to Get Ahead of Holiday Customer Service Issues

Quiq

Share This Story Do you hear that? The tingling of bells… The unpacking of thousands of twinkle lights… the entire retail industry taking a deep breath in anticipation of customer service issues…. While everyone is jumping for joy at the coming holiday season, you’re a little less enthused. You know that while it’s lucrative, it’s also extremely tough on your customer service team.

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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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Why Sweaty Betty Doesn’t Sweat Quality Management

Playvox

Born and bred in the heart of London, Sweaty Betty , the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth.

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One Window, One Screen: The New Contact Center Standard

Edify

Calling customer service is a drag. Why is providing good customer service so hard to get right? Why do we carry personal computers the size of a deck of cards in our pockets, yet it feels like the service reps we call are typing on the most antiquated, slowest computers known to humankind? We can call/text/video/email each other - even simultaneously - at all hours of the day, yet when we need to communicate with a brand we patronize, the experience is nothing close to what we are accustomed to

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The Power of Emotional Intelligence for Contact Centers Leadership

NobelBiz

Emotions are inextricably tied to cognition and decision-making. Emotions do, in fact, influence our actions. This is why emotional intelligence is such an important managerial talent to cultivate and foster within a company. This ability enables you to comprehend emotions and how to use them in order to nurture good customer relationships. Although it is still simply a “beautiful notion” for far too many businesses and contact centers.

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How to view Instagram stories anonymously

JivoChat

Do you want to take a peek at what your competitors are posting on their Instagram stories, but without letting them see that it’s you? Learn how to view Instagram stories anonymously and keep an eye on the competition, maintaining your discretion. . There are several ways to avoid having your account seen when you visualize stories. You just need to choose what suits you better.

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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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Banking Needs Humans & Machines to Deliver Better Experiences

Uniphore

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. consumers.

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12 best Wix apps to improve your website

JivoChat

Nowadays, having a website is essential for companies of different sectors, and Wix is one of the most popular website builders. To enhance user experience, you can install several Wix apps to create pages that are attractive and easy to navigate. You are going to find tools for your ecommerce, features to add a blog to your website, forms, comments, a search bar, links to your social media, and much more.

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How Psychology affects your Digital Marketing

ThriveableBiz

There’s a pandemic spreading through business and it’s not Covid… and I’ve got the cure. Digital marketing. No doubt, you need it and should be embracing it. But put it into perspective. It’s not your starting place in marketing. Marketing is so much more, in fact, it’s your whole business. Without marketing, you don’t have a business. Marketing is creating a customer.

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Do More or Spend Less to Improve Customer Service?

LiveVox

Improving the service you provide to your customers is something you should continuously work at. No matter if you can already boast high satisfaction rates, there is always room for improvement. The debate rages on over the best way to improve customer service. Should your contact center do more by adding agents that can take […]. The post Do More or Spend Less to Improve 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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TCN Launches “A Comprehensive Guide To Regulation F And How It Impacts Debt Collection,” an Online Guide for Collection Agencies to Maintain Compliance in Their Communication Practices

TCN

ST. GEORGE, Utah – Nov. 16, 2021 – TCN, Inc., a global provider of a. The post TCN Launches “A Comprehensive Guide To Regulation F And How It Impacts Debt Collection,” an Online Guide for Collection Agencies to Maintain Compliance in Their Communication Practices appeared first on TCN.

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The Power of Emotional Intelligence for Contact Center Agents

NobelBiz

For far too many organizations and contact centers, emotional intelligence is still only a "wonderful concept." Companies who do not invest in developing their managers' interpersonal skills will lag behind their competitors. Turnover rates and reasons for leaving already demonstrate the impact of the manager-employee connection, and it's not only about performance and figures.

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The Dynamic Engagement Model: Benefits, Feasibility, and Risks

Education Services Group

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the right resources at the right point in the customer journey.

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Guide to Creating a Playbook

CustomerSuccessBox

What is a Playbook? You know those little booklets that come in the packaging when you purchase a new device. They have instructions written on it and you try to read Chinese. Yeah! That is what playbooks fundamentally are. They are a series of instructions/actions created beforehand to be executed for a certain desired result. They usually make life easier for teams applying them.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Tips To Streamline Your Customer Service Management Techniques

CSM Magazine

Is your business’s customer service starting to become more of a challenge than you expected it to be? You may be surprised to discover that the problem might be hidden in your organizational strategies. In this day and age, proper organization is key to managing any business, regardless of its scale. And yes, your customer service team comes under this, too.

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DEI at Help Scout: 2021 Update

Help Scout

As we enter fall 2021, we’re excited to share a new post detailing our progress, efforts, and learnings when it comes to DEI at Help Scout.

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Providing Quality Customer Service as a Vehicle Recovery Driver

CSM Magazine

Vehicle recovery drivers play an important role in keeping the country moving. They come to the rescue of stranded motorists on motorways, A-roads and country lanes – presenting a number of unique problem-solving challenges. Vehicle recovery businesses have many things to consider, such as managing a fleet of commercial vehicles and covering their business with motor trade insurance – but some may not think about the importance of customer service.

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Nov 16 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: New York, NY, US Organization: HiredScore As a VP of Customer Success, you will drive Customer Success Outcomes from client launch through maturity. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores. Drive new business growth through greater advocacy and reference-ability.

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Decoding the Call Labeling and Blocking Process

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.

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Is Your Organization Vulnerable to a Ransomware Attack?

ConvergeOne

Ransomware is currently headline news and rightly so. Technology professionals around the globe have observed recent spikes in this form of cybercrime with alarm. The sheer volume of ransomware attacks in the first six months of 2021 is said to have eclipsed the 12-month total for 2020 and show little sign of slowing. Recent trends demonstrate how ransomware attacks are becoming more complex.

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Time Tested Customer Success Email Templates for CSM

SmartKarrot

The key to a successful customer success email is (which would mean the receiver opened it, read it, and took some action) sending an email with the right intent at the right time. Especially in SaaS, where all success is perceived and not apparent, one cannot emphasize the importance of customer success emails. But sadly, most SaaS businesses scramble for customer acquisition and then have lame or nil post-signup email strategy in place to continue the customer’s journey with their product or s

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The Importance of Personalized Customer Service

Fonolo

Although fantastic customer support has always been at the forefront of contact center success, statistics are beginning to expose a new trend. Now, personalizing that support and providing a tailored customer journey is being touted as an effective way to give customer satisfaction (CSAT) survey scores a boost. According to the 2021 Getting to Know Your Customers report from Khoros , 68% of customers will increase their spend with a company that they feel understands them and meets their indivi