Myra Golden Media

JANUARY 23, 2018

I cuss. A lot. But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. You have to draw the line on unacceptable behavior with customers, just as I hope you do in your interpersonal relationships when people disrespect you.

Customer Service 254

Customer Service Personalization Management Customer Experience 254

Contact Center Pipeline

JANUARY 23, 2018

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with which they do business. Bots, asynchronous messaging, augmented reality and machine learning are at the doorstep of the contact center, too, modifying the customer journey and putting pressure on traditional businesses […].

Contact Center 193

Contact Center Personalization Chatbots Analytics 193

ShepHyken

JANUARY 23, 2018

When Virtual Reality Becomes Your Customer’s Reality. Shep Hyken Interviews Jeff Day, CEO of Bluewater Technologies. What if you could be face-to-face with your customers, anytime, anywhere? . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?

Technology 179

Technology Enterprise Call Center Personalization 179

Fonolo

JANUARY 23, 2018

The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see onholdwith.com).

Call Center 141

Call Center Abandon rate Contact Center outsourcing 141

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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.

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

UJET

JANUARY 23, 2018

After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.

Customer Experience 96

Customer Experience SaaS Technology Customer Support 96

Spearline

JANUARY 23, 2018

We upgraded our platform from V4 to V5. This was a major program with a resultant upgrade in performance, functionality and outputs. The look and feel changed, providing users with more control and simplicity in managing campaigns and numbers. This created a stepped approach with the ability to filter and add standard elements such as time groups and numbers.

Benchmark 65

Benchmark Interactive Voice Response Technology Feedback 65

Sykes

JANUARY 23, 2018

Large-scale security breaches and hacks are on the rise, threatening millions of consumers’ online financial security. That means it’s more critical than ever to manage the secure flow of data across the complex networks that enable customer transactions. An important component in your overall security flow are the engineers who monitor networks and provide technical support to your customers, ensuring their activity is handled securely.

Enterprise 63

Enterprise Technology Engineering Technical Support 63

Taylor Reach Group

JANUARY 23, 2018

By: Peg Ayers & Turaj Seryafiaan. Quality Assurance (QA) is a metric with nearly as many variations as there are companies in the world. Every company has an idea of what they want quality to look like, and each creates a system they believe will bring them to that standard of quality. It’s easy when setting up a QA system to make it too complicated.

Coaching 56

Coaching Feedback Metrics Best practices 56

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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

Toister Performance Solutions

JANUARY 23, 2018

The customer experience director proudly announced her company had just implemented a customer service survey. "That's great!" I said. "What are you doing with the data?" There was an awkward silence. Finally, she replied, "Uh, we report the numbers in our regular executive meeting." That was it. The entire purpose of the survey program was to add another meaningless number to the executive scorecard.

Surveys 54

Surveys Wait times Management Customer Service 54

Customer Experience Matters

JANUARY 23, 2018

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.

Benchmark 51

Benchmark Surveys Customer Experience 51

Talkdesk

JANUARY 23, 2018

Imagine you’ve just purchased courtside tickets to a Warriors game. As you’re about to close the browser and brag to your friends about the deal you snagged, you see a promotion for 30% off tickets for the next 24 hours. Irritated, you reach for your phone and text the ticket vendor asking them to apply the discount to your purchase. The vendor responds in seconds with an updated order and refund applied to your order for the discounted amount.

Real estate 42

Real estate Metrics Sales Customer Service 42

Spearline

JANUARY 23, 2018

After an amazing 2017 we’re very excited for what’s to come in 2018, so we want to share with you, a little preview of the new product releases being launched in 2018. We asked ourselves, ”how can we make it better for you as a customer?” How about full endpoint documentation for all our products. An API (Application Programming Interface) will enhance your utilisation of our platform.

Call flow 40

Call flow Benchmark APIs Big data 40

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

Ann Michaels and Associates

JANUARY 23, 2018

What You Need to Avoid. Why does negative news spread so much faster than positive? Because we all love a good story! But when it happens to you, it’s not so funny. People love reading about bad customer service stories. They go viral because we’ve all been there – on the phone desperately needing help from customer service, or waiting in an endless line at the airport.

Customer Service 40

Customer Service Airlines Advertising Accountability 40

Natalie Petouhof

JANUARY 23, 2018

Tweet Security experts say ransomware looms as one of the top cybersecurity threats in 2018 — and for good reason. Last year, these incidents accelerated exponentially, with mobile ransomware attacks rising 250 percent during the first quarter of 2017 compared to quarter four of 2016. This trend will continue to gain steam in 2018, with MIT forecasting that hackers will target cloud providers such as Amazon.

Coaching 40

Coaching Education Sales Marketing 40

Talkdesk

JANUARY 23, 2018

Imagine you’ve just purchased courtside tickets to a Warriors game. As you’re about to close the browser and brag to your friends about the deal you snagged, you see a promotion for 30% off tickets for the next 24 hours. Irritated, you reach for your phone and text the ticket vendor asking them to apply the discount to your purchase. The vendor responds in seconds with an updated order and refund applied to your order for the discounted amount.

Real estate 40

Real estate Metrics Sales Customer Service 40

LiveChat

JANUARY 23, 2018

The best customer service experience I ever had was when the computer systems company we were working with sent us pizza. I know. It doesn’t sound like that crazy thing but hear me out and I’m pretty sure you’ll too consider it an awesome customer service experience too. What happened was that we were fixing a server at the place I was working and they were helping us out by conference call.

Customer Service 31

Customer Service Morale Personalization Customer Experience 31

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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

Verint

JANUARY 23, 2018

Turnkey Intelligence is an independent third-party research firm recognized, respected and trusted by the top entities in sports and entertainment. The company determined it had outgrown its “homegrown” survey tool and was searching for a more scalable, flexible and robust solution to meet the needs of its customer research group. After doing its homework, the company chose Verint Enterprise Feedback Management as the critical foundation to solicit and capture feedback from more than one million

Feedback 28

Feedback Entertainment Surveys Enterprise 28

Customer Guru

JANUARY 23, 2018

Happy customers play a major role in bringing repeat business and business through word-of-mouth and referrals. When a customer service agent resolves a customer’s grievance with immense care and attention, the customer will talk about it to his friends and family. For this, your customer service skills must be par excellence. On the other hand, if your customer service team is indifferent to the customers’ issues, they will fail to impress the customers.

Customer Service 116

Customer Service Scripts Banking Personalization 116

Aspect

JANUARY 23, 2018

It wasn’t the sound of alarm clocks that woke the residents of Hawaii at 8:08 AM on Saturday, January 13 th. Rather, it was the sounds of emergency alerts being sent to every smartphone owner across the state, buzzing and beeping while a message blared across every user’s screen: “Ballistic missile threat inbound to Hawaii, seek immediate shelter, this is not a drill.”.

contact center solutions 54

contact center solutions Contact Center Customer Experience 54

Natalie Petouhof

JANUARY 23, 2018

Tweet What if a store had no cashiers or cash registers? What if at the entrance, there were turnstiles and you had to scan your smartphone upon entering the store? What if you didn’t need cash, credit cards or checks? That’s what the new Amazon Go stores are all about! . Photo Source: The Verge. You check in with your Amazon Prime Account at the turnstile using your existing Amazon credentials to log in to the Amazon Go app on your smartphone.

Real estate 40

Real estate Accountability Technology Marketing 40

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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