ShepHyken

MAY 24, 2021

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. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. (Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them.

Customer Service 380

Customer Service Customer retention Contact Center Sales 380

Myra Golden Media

MAY 24, 2021

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them.

Customer Service 218

Customer Service Customer Experience 218

TechSee

MAY 24, 2021

The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate durin

Upselling 124

Upselling Self service Wireless Contact Center 124

TELUS International

MAY 24, 2021

People are spending more time than ever with video games since the pandemic began. Here's what you need to know to better support gamer mental health.

Customer Service 132

Customer Service 132

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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.

Ansafone

MAY 24, 2021

Over the last 14 months, many office and contact center employees have been working from home amidst the COVID-19 pandemic. Now that vaccines are rolling out and all adults in the US are eligible to become vaccinated, businesses are beginning to open their offices, returning to a more traditional setting once again. With the return … Returning to the Office: How the Return to Traditional Offices Will Affect Your Business and Customers Read More ».

Contact Center 118

Contact Center Multichannel Healthcare Call Center 118

Global Speech Networks

MAY 24, 2021

What’s holding your customer’s back from providing feedback? Customer Feedback is the key to any experience improvement program. Traditionally, the process of collecting, understanding and acting on customer feedback can be time consuming, not to mention that actually getting customers to provide feedback can be challenging. Here we look at some of the reasons holding customers back from providing feedback.

Feedback 52

Feedback Complaint resolution Surveys Employee engagement 52

Certified Languages International

MAY 24, 2021

Source: PhotoMIX Company from Pexels. In the spring and summer months, small-scale farmers grace us with their goods and treasures, often grown with loving hands. They are able to do so mostly through local farmers’ markets. In the U.S. alone, there are over 8,600 farmers’ markets registered in the USDA Farmers Market Directory. This is the case for market vendor Early Mom — a mom-and-pop garden located on the outskirts of Portland, Oregon.

Marketing 52

Marketing Customer Service 52

CSM Magazine

MAY 24, 2021

It’s an exciting life being a business owner. The possibilities are endless, and there’s nothing quite like watching something you created grow and develop. However, having a successful business isn’t just as simple as opening your door and watching the money flood in. There are going to be a number of requirements and difficulties you face as a business owner.

Finance 52

Finance Advertising Marketing Management 52

LiveVox

MAY 24, 2021

We live in a world with an abundant supply of data. Data aggregation and mining are commonplace for many businesses. It is a key driver of strategic decision-making. But the problem with big data is making sense of it. Call center analytics software makes it possible to make sense of the noise. Analysis of all […]. The post Descriptive Analytics vs.

Analytics 52

Analytics Big data Call Center 52

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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

Surveys

CSM Magazine

MAY 24, 2021

Since the COVID-19 pandemic began, brands and businesses have been compelled to re-evaluate their marketing strategies and business landscapes. While the world is propelled into a state of isolation, people are also prodded to adapt to a new normal. It’s already challenging enough for businesses to keep afloat when consumers are predictable—and it’s even considerably more cumbersome to do so when the pandemic is changing the way people shop, dine, and live.

Education 52

Education Marketing Accountability Banking 52

Merchants

MAY 24, 2021

Recruiting the right talent is arguably the most important element of a successful work-from-home (WFH) strategy for any business – even more so than providing the right tools. The post Traits of successful WFH contact centre agents appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

CSM Magazine

MAY 24, 2021

Every now and then, an angry customer walks into your company’s offices or calls in about an issue or concern that has frustrated them. The best companies know this is actually an opportunity to set their company apart by attending to the customer’s frustrations and resolving the issue. It’s a chance to turn a source of negative word-of-mouth testimony into something positive.

Customer Service 52

Customer Service Customer Experience 52

Merchants

MAY 24, 2021

‘Business Continuity’ can be defined as an organisation’s ability to maintain essential functions after a disaster has occurred. The post The Right BPO Partner is Key to Business Continuity Success appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

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.

Customer Experience

CSM Magazine

MAY 24, 2021

The internet has been around long enough that businesses no longer question the need to establish an online presence. Many don’t stop with a company website but extend themselves into the social media front. This gives them greater reach and the ability to communicate with a wider audience. Amid all these efforts, though, companies might be lacking an awareness of the far-reaching influence of experiential design in the virtual realm.

Analytics 52

Analytics Marketing Sales Personalization 52

Merchants

MAY 24, 2021

Traditional recruitment tools are failing South Africa’s unemployed and companies still using them are losing out on key talent as a result. The post The power of digital recruitment to create SA jobs appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

CSM Magazine

MAY 24, 2021

According to a recent survey by GoDaddy, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Whether you’re operating a call center or are an entrepreneur with a small start-up, what are the strategies you can use to generate the maximum benefit from your phone inquiries? Use a script.

Scripts 52

Scripts CRM Analytics Call Center 52

Strikedeck

MAY 24, 2021

Michelle Brown-Krier, in an interview with Vincent Manlapaz, discusses why organizations need a strong customer success vision to keep up with the competition. The post Making an Impact During these Unprecedented Times – In an Interview with Michelle Brown-Krier, Director of Account Management at Refersion first appeared on Strikedeck | Customer Success Platform.

Accountability 40

Accountability Management Customer advocacy SaaS 40

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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.

Self service

Knowmax

MAY 24, 2021

4 Steps To Implement a Knowledge Base Management System?

Management 52

Management 52

SmartKarrot

MAY 24, 2021

Right from image recognition to fraud detection, there are barely any ways left where the magic of machine learning (ML) and artificial intelligence (AI) has not mesmerized us with. Together, both ML and AI have changed the way we interact with data and use it to enable massive digital growth. On that note, customers too have benefitted from its magic, in identifying data and then using that data to receive accurate outputs.

Advertising 11

Advertising SaaS Sales Technology 11

aircall

MAY 24, 2021

A digital transformation strategy is critical for small businesses for many reasons. It improves your company’s culture, streamlines operations, increases productivity, and improves performance. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. By following best practices for your digital transformation framework, you also get the benefit of flexibility so you can add and subtract digital tools as your company’s needs change.

Best practices 62

Best practices Call Center Technology Analytics 62

SmartKarrot

MAY 24, 2021

Role: Director of Client Success Location: Chicago, IL, US Organization: Smokeball – Legal Software As a Director of Client Success, you will be responsible for setting the overall vision and strategic plan for the Onboarding team, focusing on providing the most efficient onboarding experience, leading a positive client experience, and continually improving the onboarding journey.

Finance 10

Finance Upselling Coaching Accountability 10

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!

Feedback

Tethr

MAY 24, 2021

You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. And you’ve probably at least heard of omnichannel customer service, in that the term has joined our most beloved and ever-growing conglomerate of service center buzzwords. Many people think of omnichannel as a synonym for multichannel—and that couldn’t be further from the truth.

Customer Service 64

Customer Service Multichannel Telecommunications Accountability 64

NobelBiz

MAY 24, 2021

The difference between on-premise vs. cloud contact center is a topic that has become increasingly prominent in the industry. The conversation revolves around the question of what attributes matter most for a company’s ability to deliver an exceptional customer experience. An “on-premise” solution is to run programs or processes from software that has been downloaded directly onto a terminal or server.

Cloud contact 52

Cloud contact Contact Center call center software SaaS 52

Tethr

MAY 24, 2021

You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. And you’ve probably at least heard of omnichannel customer service, in that the term has joined our most beloved and ever-growing conglomerate of service center buzzwords. Many people think of omnichannel as a synonym for multichannel—and that couldn’t be further from the truth.

Customer Service 62

Customer Service Multichannel Telecommunications CRM 62

CSM Magazine

MAY 24, 2021

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” But high-touch can mean high-cost: according to Harvard Business Review , the average cost of a live support interaction (phone, email, chat, etc.) for a B2B company is $13.

Customer Support 52

Customer Support Engineering Self service B2B 52

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

Journey mapping

Tethr

MAY 24, 2021

You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. And you’ve probably at least heard of omnichannel customer service, in that the term has joined our most beloved and ever-growing conglomerate of service center buzzwords. Many people think of omnichannel as a synonym for multichannel—and that couldn’t be further from the truth.

Customer Service 62

Customer Service Multichannel Telecommunications CRM 62

CSM Magazine

MAY 24, 2021

As live professional sports begin to open up again around the globe, so do the bookmakers. Now more than ever, the people who help customers place bets on their favorite events need to up their customer service. Picking a bookmaker isn’t like picking a sports team to support. There is no family tradition to follow, you’re unlikely to have a local one you support, and they don’t win leagues and titles that draw new customers in.

Customer Service 52

Customer Service Accountability 52