Myra Golden Media
DECEMBER 9, 2019
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell , ensures you end calls positively. 1. Open with a lead-in.
Aspect
DECEMBER 9, 2019
72% of customers will pay more for an exceptional c ustomer experience. The problem is few companies have a plan to drive customer loyalty. . There are some easy strategies you can implement to help your customers feel the love. For example, stay out in front of them. . Giving customers critical information on their preferred channel increases their satisfaction, helps recover debt and improves sales revenue.
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NICE inContact
DECEMBER 9, 2019
There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer. It lets you “listen” to EVERY call – and analyze EVERY call. Sounds better than having to take a sampling and hoping you get the right ones to give you a full perspective, right?
Myra Golden Media
DECEMBER 9, 2019
Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic. And it’s hard to create rapport with customers if you sound mechanical. Think about the difference in placing a fast-food order where the person says, “Pull forward.” versus, “My pleasure.
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ShepHyken
DECEMBER 9, 2019
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. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. (Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
DECEMBER 9, 2019
This article is part of a series entitled: Getting the Most Value for My BPO. Part 1: Determining Goals, Defining Value, and the Mechanics Part 2: Coming Soon… Part 3: Coming Soon… All businesses eventually sell or close. Whether it’s by retirement, generational transfers, in good times or bad, 100% of business entities will change hands during or shortly after the lifetime of the owner.
OrecX
DECEMBER 9, 2019
Many businesses today record some or all their customer interactions for compliance (PCI, HIPAA, GDPR, etc.), quality assurance, or dispute resolution. Others use their recorded conversations for business intelligence. There is truly a myriad of reasons for recording calls. One you may not be thinking of is the notion of competitive differentiation.
Nuance
DECEMBER 9, 2019
As efforts to create diverse and inclusive workplaces increase, so does the focus on developing environments where employees feel as though they can bring their whole selves to work. There is no easy path to this, but a focused effort from all stakeholders in an organization to be responsible and informed in all company practices […] The post Nuance Networks: Walking the Walk appeared first on What’s next.
Connect
DECEMBER 9, 2019
To service today’s customers, your business needs to stay relevant and deliver a consistently efficient and streamlined service. At Conn3ct, our offerings are built around the broader context of digital transformation to help you provide this very service.
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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
COPC
DECEMBER 9, 2019
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by Taiping Insurance as the rotating chairman. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology.
LiveVox
DECEMBER 9, 2019
3 Tips for Improving Customer Satisfaction A new report by the CFI Group tells us something interesting about how to improve customer satisfaction. The report finds that the general index for customer satisfaction with contact centers is down 3% since 2018, and even more from it’s high in 2015. Even more startling, while in the. The post 3 Tips for How to Improve Customer Satisfaction appeared first on Livevox.
CSM Magazine
DECEMBER 9, 2019
In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors. Research from consulting agencies and brands proves that mobile apps increase conversion rates and average purchase receipts, help maintain relationships with customers, motivate them to make new purchases and advise friends and family.
ChaseData
DECEMBER 9, 2019
Working in debt collection means contacting people who don’t want to be contacted. Whether people are actively avoiding their debts or have simply forgotten them, reminding them that they owe your company or one that you are partnering with money is bound to elicit a reaction. Too often, that reaction is a negative one. However, that doesn’t mean that debt collection efforts can’t be successful.
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.
Global Response
DECEMBER 9, 2019
Contact center supports customers using nation’s largest and most reliable electric car fast-charging network MARGATE, Fla. (Dec. 12, 2019) – Global Response, The Brand Call Center, announced that it has been more. The post Global Response selected by EVgo to further improve best-in-class customer service appeared first on Global Response.
Cincom
DECEMBER 9, 2019
Understanding buying roles, not job titles, is key to the selling process. Successful salespeople know making assumptions based on job … Continue reading "Understanding Buying Roles is Key to the Selling Process". The post Understanding Buying Roles is Key to the Selling Process appeared first on Cincom Blog.
bold360 Blog
DECEMBER 9, 2019
If you blinked and suddenly it’s the holiday season, you’re not alone. It came fast this year and now we’re in the thick of it. To discuss how companies prepare for and deliver best-in-class customer experience (CX) during intense periods of seasonality, we sat down with Joshua Forman, Director of Product Management at Wayfair, for episode 8 of CXNext Live.
Customers That Stick
DECEMBER 9, 2019
In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service. About The Happiness Advantage. FROM THE PUBLISHER: Shawn Achor, who spent over a decade living, researching, and lecturing at Harvard University, draws on his own research—including one of the largest studies of happiness and p
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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.
Robert Davis
DECEMBER 9, 2019
By Brad Baumunk , President and COO, Robert C. Davis and Associates. In the contact center, we have plenty of statistics on agent, team and site performance. We know who is performing well, which teams are our low performing teams, and so forth. In too many instances, leaders and teams have meetings to talk about performance, and then nothing material happens.
Spearline
DECEMBER 9, 2019
As a contact center professional, do you ever wonder what happens behind the scenes for products of the highest standard to reach you? Products that enable you to fulfill your role for your customers? We interviewed Patrick O’Connor, Quality Assurance Manager at Spearline who gives us some behind the scenes insights and describes his team as customer representatives.
Mindtouch
DECEMBER 9, 2019
Effortless experiences for your customers and the agents helping them—that’s the idea behind MindTouch for Salesforce, our latest integration for both Service Cloud and Community Cloud. What is MindTouch for Salesforce? Like you, our goal is to get your customers and agents to the answers they need as fast as possible in whichever channel they choose.
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