ShepHyken

MARCH 6, 2018

The “Magic” Behind the Words You Use. What if you knew the “Magic Words” to use with your customers? Shep Hyken sits down with Tim David to discuss the impact that words have on human connection and customer service. . . Top Takeaways: TIM’S GENEROUS GIFT : To start with, Tim has offered a free video course on body language. Just click here. Seven words that motivate, engage, and influence: Because – Studies show that when this word is used, the answer is changed.

Accountability 198

Accountability Personalization Customer Service Customer Care 198

Contact Center Pipeline

MARCH 6, 2018

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides! As with all of us, I reflect back over these NINE […].

Contact Center 113

Contact Center Call Center 113

SharpenCX

MARCH 6, 2018

It’s a fact - some agents are going to do sneaky things to get out of taking calls. But should they be fired for it? [.]. Read More. The post The Dark Side Of Call Avoidance Policies appeared first on Sharpen Contact Center Software.

Contact center software 98

Contact center software Contact Center Customer Experience 98

CX Advantage Walker

MARCH 6, 2018

Overview One highly recommended skill for effective leaders is persuasion – the ability to move others toward a position they don’t currently hold. Persuading others is a critical skill in all aspects of one’s life, but great leaders must also be persuadable – actively seeking alternative perspectives and evidence. Being an Analytical Leader I recently contributed.

Analytics 91

Analytics Consulting Consulting Customer centricity 91

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aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

Interactive Voice Response 90

Interactive Voice Response Morale Construction Technical Support 90

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

Interactive Voice Response 89

Interactive Voice Response Morale Construction Technical Support 89

OctopusTech

MARCH 6, 2018

Virtual Assistants fulfill many roles today that range from providing the right amount of support to engaging the right amount of expertise to help you prosper. There often comes a time when a business owner has to make a decision regarding hiring someone to help manage the tasks involved in operating the business. But hiring that someone, though appear easy, is a crucial step which can get pretty challenging, mind-draining and time-consuming in itself.

Real estate 76

Real estate Management Marketing 76

GetFeedback

MARCH 6, 2018

By embedding surveys within webpages and blogs, marketers can utilize content feedback to craft articles and resources tailored to their audience's demands.

Feedback 60

Feedback Marketing Surveys 60

Toister Performance Solutions

MARCH 6, 2018

"The customer is always right" has a longstanding tradition in customer service. Pushy customers quote it when they try to get their way. Customer service professionals bristle at the saying because they know it isn't true. Customers are often wrong. When I was doing research a few years ago for my book, Service Failure , I tried to find the origin of that lousy quote.

Customer Service 56

Customer Service Personalization 56

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

aircall

MARCH 6, 2018

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope. This blanket doubles as sun protection during the daytime. This product manager can answer phone calls when everyone else is eating lunch.

Interactive Voice Response 48

Interactive Voice Response Morale Construction Technical Support 48

Mindtouch

MARCH 6, 2018

The post-sale support experience is laden with information, assuming you know where to look. By digging a bit deeper, you can find reliable and actionable data that will help you be more engaged with your customers—to learn their voice and the ways they seek out help content. Search monitoring is a great place to start. Many companies rely on basic search reports, business intelligence tools, or the Google Analytics Search Report for this kind of information.

Customer effort 48

Customer effort Self service Analytics Sales 48

Aspect

MARCH 6, 2018

Confession: I don’t like to talk on the phone. I’m not alone. In fact, Aspect’s 2017 Customer Experience Index contact with customer service via talking to a live agent has declined 10% in the past 2 years. Picking up the phone started to wind down for me when a national pizza chain introduced groundbreaking technology several years ago when they began offering online ordering.

Chatbots 48

Chatbots Self service Technology Customer Experience 48

Up Your Service

MARCH 6, 2018

Service is taking action to create value for someone else. So which action should you take? You can take action in person, face to face, where you work, or where your customer works or lives. You can take action over the phone: when you are responding, coordinating, or being proactive. You can take action in writing in your emails and text messages, documents, agreements, and instructions.

Personalization 49

Personalization Management Best practices Education 49

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

Solvvy

MARCH 6, 2018

The post Setting SMART Goals for Customer Service appeared first on Solvvy.

Customer Service 68

Customer Service 68

Up Your Service

MARCH 6, 2018

?. Service is taking action to create value for someone else. So which action should you take? You can take action in person, face to face, where you work, or where your customer works or lives. You can take action over the phone: when you are responding, coordinating, or being proactive. You can take action in writing in your emails and text messages, documents, agreements, and instructions.

Personalization 40

Personalization Management Best practices Education 40

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. To view more content like this, download the full report. Average Speed to Answer is a commonly used metric that allows call center managers to evaluate their team’s efficiency and ability to effectively satisfy customers. Though it’s one of the most commonly cited contact center metrics, many managers find Average Speed to Answer difficult to define.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

CSM Magazine

MARCH 6, 2018

A YouGov survey revealed that 89% of executives believe companies need to increasingly focus on customer outcomes such as retention and satisfaction. Interestingly, eDigital’s customer service benchmark indicated live chat has the highest satisfaction level of 73% , when compared with other customer service channels. Wondering why this is so? Let’s take a closer look at seven reasons why live chat produces this high level of satisfaction. 1.

Chatbots 40

Chatbots First call resolution Benchmark Surveys 40

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Talkdesk

MARCH 6, 2018

The post is an examination of a Call Center KPI from Talkdesk’s 2018 Contact Center KPI Benchmarking Report. To view more content like this, download the full report. Average Speed to Answer is a commonly used metric that allows call center managers to evaluate their team’s efficiency and ability to effectively satisfy customers. Though it’s one of the most commonly cited contact center metrics, many managers find Average Speed to Answer difficult to define.

Benchmark 40

Benchmark Abandon rate Contact Center Call Center 40

Verint

MARCH 6, 2018

Strata Data Conference. “Your Enterprise AI is Only as Good as Your Data”. March 6; San Jose, California Joe Dumoulin, CTIO at Verint Next IT, will present “Your Enterprise AI is Only as Good as Your Data” at 3:30 p.m. PT. Attendees will learn about how artificial intelligence is helping companies—such as Amtrak, Charter Communications and SWBC—transform their businesses with AI strategies and solutions, apply data to develop and evolve conversational intelligence and business intents, and ultim

Quality management 35

Quality management Coaching Self service Enterprise 35

LiveChat

MARCH 6, 2018

Providing an amazing customer service and support is one of the essential pointers, which can help brands corner the market. Easier said than done, there are many online businesses that are working round the clock to provide the best customer experience. However, not all of them make the cut. While there are several reasons behind this, the most crucial one is a clear lack of a customer-centric website.

Customer centricity 28

Customer centricity Brand ambassadors Chatbots Advertising 28

TechSee

MARCH 6, 2018

The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.

Contact Center 117

Contact Center Chatbots Interactive Voice Response Customer Care 117

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.

Contact Center

NICE inContact

MARCH 6, 2018

Voice of the Customer (VOC) is the entirety of a customer’s expectations, experiences, and feedback from on-boarding through to successful implementation and beyond. The problem—this encompasses such an expansive amount of interactions and touch points between you and your customer that it can be difficult trying to understand (and tie together) tools to successfully capture VOC.

Interactive Voice Response 72

Interactive Voice Response Surveys Feedback Analytics 72

TechSee

MARCH 6, 2018

The comic that will drive your KPIs out of this world. “Faster than a speeding bullet, more powerful than a locomotive, able to leap tall buildings in a single bound…”. Sound familiar? Well, it certainly should. It’s been almost 80 years since Superman Comics came into existence and Metropolis has never been the same since. Today’s superheroes come in many forms.

Contact Center 84

Contact Center Chatbots Interactive Voice Response Customer Care 84

NICE inContact

MARCH 6, 2018

There are several existing platforms and those that are emerging that exist to give Voice of the Customer (VoC) a way to reach others. Some companies recognize these platforms as a collection of feedback from their customer base. But one fundamental error with almost all of these platforms is that customers have to seek them out which results in the sample of feedback being very small and often focusing on the bookends of satisfaction; really good and really bad experiences.

Interactive Voice Response 48

Interactive Voice Response Surveys Analytics Feedback 48

Natalie Petouhof

MARCH 6, 2018

Tweet “ Content Shock ” coined by Mark Schaefer, refers to the rising amount of content posted on the internet on the various channels vs. the finite ability of people to consume all that content. In talking with Mike Barrett , he shared with me a infographic on video content. What’s important to note is that if you want to reach an audience, then video can be the most effective method.

Entertainment 40

Entertainment Engineering Marketing Metrics 40

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.

Customer Experience