Tue.Dec 05, 2017

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The One MUST-HAVE Every Customer Facing Employee Needs

Beyond Philosophy

A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Chances are your call center employees feel the same way—especially if you train like most companies do. The new report, “ The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era ,” revealed that 56% of the 1,000 respondents in the U.K. and U.S. said complicated customer issues are their most significant ch

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Amazing Business Radio: Terry Cain & Steve Church

ShepHyken

Create a Culture Where Employees Come First. Shep Hyken Interviews Terry Cain and Steve Church, Co-authors of “The Pinwheel”. How would you like to create a culture and working environment that is better for your employees, which in turn is better for your customers? Shep Hyken sits down with not just one but two guests, Terry Cain and Steve Church.

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Customer Service Changes its Face. The Journey Will Never Be the Same.

Call Center Weekly

By Anna Sabryan We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services.

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Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as one who is relatively happy or more than complacent about their day-to-day job experience: the work, pay, benefits, possibili

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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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Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. Listening. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. Even though communication involves two parts – speaking and listening – I believe that listening is actually 2/3 of successful communication.

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TEAMWORK: 4th in the Series of Etech’s 12 Character Commitments

Etech

Today I’m submitting the 4th blog in our Character Commitment Series. I’ve spent the past several months writing a blog on each of Etech’s 12 Character Commitments that form the foundation of our organization. I’ve welcomed this opportunity to take the time to sit down and write about each trait. For me, it’s been a little bit of “getting back to the basics” as I’ve found myself renewing my own personal commitment to these traits and not just on the job, but in my personal life as well.

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3 Takeaways from Our Live Discussion on Crisis Management for Customer Service [Video]

Fonolo

Last week, Fonolo hosted an insightful live discussion on how to handle customer service in a crisis. This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. They touched on social media for crisis management, reducing customer frustration, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

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Customer Service Predictions for 2018

CSM Magazine

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Voice Recognition. Technology related to voice recognition will be most impactful in 2018. The improvements in voice recognition has led to an increase in voice assisted controls usage ranging from voice controls on your mobile to home assistants like Google Home and Amazon Echo.

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The Lead Qualification Approaches Proven to Lift Sales

Genroe

B2B selling is expensive. Sales cycles are long, typically 3 months to longer than a year, sales staff resourcing is high and even just creating the proposal can take hours, or in some cases, hundreds of hours. For B2B businesses, lead nurturing is important to move leads through the Buyer’s Journey, but Lead Qualification is critica […].

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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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Customers No Longer Resent Automation, they Demand It

Bright Pattern

Like it or not, computer automation is good for business. Contrary to depictions in many sci-fi movies, automation will not result in a startling loss of jobs, in fact, experts predict that in 2018 just 9% of jobs will be lost to automation while 2% will be created for the new “automation economy”.

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4 Ways to Reduce Call Volume with SMS

West

Most companies want to provide good customer service, but every second a customer spends on the phone costs money. So businesses start tracking things like average call duration, leading call center agents to rush through calls, hurting the customer experience (CX). Fortunately, there’s another option that both improves CX and lets you reduce call volume, and it’s located in everyone’s pocket: SMS texting.

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How Experiences, Personalization, and Mobile are Changing the Way we Shop

Branch Mesenger

Not a week goes by that we don’t read another story that predicts the oncoming retail apocalypse. America’s Retail Apocalypse Is Really Just Beginning. The Retail Apocalypse In Photos. Fashion Brands: How to Survive a Retail Apocalypse. For every three articles spelling the death of retail, we find a compelling story about someone stepping up to the challenges.

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2018 Customer Experience Trends – Free eBook

The Center for Client Retention

TCFCR’s 2018 Customer Experience Trends is now available to download as a FREE eBook! Download this eBook to learn the most popular trends that will rock the customer experience world next year. Whether it is wearable technology, or voice assistants that better understand and help us, 2018 is sure to see a great deal of new and exciting CX action.

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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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Cloud Call Recording: Keeping Attackers Out

OrecX

Cloud call recording applications are rising in popularity, along with cloud contact centers in general. The advantages are significant, primarily around the elimination of procuring and maintaining costly hardware, the ability to access call records from just about any web-connected device and subscription-based models. With these many cloud benefits, however, comes a heightened risk to internet-based attacks which aim to compromise your recorded calls and your private network.

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Customer Reach – December Newsletter

Taylor Reach Group

Newsletter. Contact centers, customer service and customer experience: news, views and how to's. Inside this issue: Quality Assurance - Avoiding Gray Areas . Increasing Costs in the Contact Center Due to Increased Efficiency . Disaster Preparedness, Recovery and Business Continuity . Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance.

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Congrats! CX awards recognize Three, Argos, Tesco, and other U.K. companies for stellar customer experience

ForeSee

Listening to the voice of your customers is one of the best ways for an organization to understand how best to deliver a seamless, delightful experience. But it’s no easy. The post Congrats! CX awards recognize Three, Argos, Tesco, and other U.K. companies for stellar customer experience appeared first on ForeSee.

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Taylor Reach Group Working with Major Veterinary Hospital on Telephony Sourcing Project

Taylor Reach Group

Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc. (TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Taylor Reach is working on a telephony transformation program to replace their client’s existing Telephony platform.

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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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Driving Effective Consumer Consent Management in a Multichannel Environment: Part 1

LiveVox

Today a multichannel engagement strategy is becoming increasingly important to reach consumers more efficiently. With rising expectations from hyper-connected consumers, a multichannel engagement strategy helps contact centers reach consumers via their channel of choice. In this post, we will address one of the integral pieces of a multichannel outreach strategy – consumer consent —which is.

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Why context and benchmarks are essential to your CX strategy (Video)

ForeSee

Measuring the customer experience is of utmost importance to companies in today’s age, and routinely cited as the number one way retailers expect to compete moving into the future. But. The post Why context and benchmarks are essential to your CX strategy (Video) appeared first on ForeSee.

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My New White Paper - Modeling CX to Create Tomorrow's Business Value

Jon Arnold

I've been working recently with Upstream Work s, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value. The paper was just published today, and details are here on their website to get it.

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Dear banker - It's time to put the customer at the center of your onboarding journey

Quadient

Few industries are feeling the effects of digital transformation more deeply than financial services. According to Celent, in the last five years the global investment community has been ramping up investments in technology start-ups, specifically targeting the financial services industry. By the end of 2015, Fintechs were already working with an estimated IT spend of nearly $20 Bn USD and growing.

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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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How Does Your Inside Sales Technology Stack Up?

Talkdesk

Inside sales is equal parts art and science, with two seemingly competing goals: building personal connections with prospects and increasing the frequency of sales conversations. The best teams take advantage of the right tools to balance those priorities and find ways to increase both the quality and quantity of their sales opportunities. Talkdesk has put together an evaluation form to help your team determine whether you’re getting the most out of your inside sales technology.

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Closing the Gap Between the Front and Back Office

Verint

The boundaries between customer-facing, front-office channels and back-office support functions are blurring. As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions.

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Fostering Loyalty With Customer Services Professionals

CX Accelerator

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the telephone. The good news is it can be done! With a fresh outlook on employee engagement, you can create a working environment worth sticking around for. This article will focus on three essential (but rarely discussed) engagement techniques specific to service professionals Peer-To-Peer Relationship Fo

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Evolution of Chat and Email in the Contact Center Industry

Fenero

Recently, I checked my credit card statement to find several unauthorized and unexplained gas charges. I hadn’t used this card in weeks, so I knew they couldn’t be valid. I pulled out my credit card and proceeded to contact the customer service department. When I called it took almost 15 minutes to get a live respresentative on the line and after confirming my account, the call dropped!

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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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Are You There, Company? It's Me, Your Customer.

PeopleMetrics

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program. But wait! Do your customers know that you’re actually listening to them?

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5 Tips to Lower Contact Center Attrition

NICE inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent left, but not how the company could have kept them.

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Are Your Customers Happy? CX Insights from Slush.

Lumoa

Helsinki has welcomed 20.000 innovators at Slush , the world's leading startup event. This year among the main topics of "Technology" and "AI in Our Lives", you could also hear companies, both scaling and large, starting to talk about customer experience. It has been our second Slush and we enjoyed every bit of it. Slush gave us an opportunity to meet new and already familiar people, secure a couple of deals and have meaningful conversations on customer experience.