ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 396

Customer Service Metrics Customer Support Customer Experience 396

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Consulting 340

Consulting Consulting Customer emotions Customer Experience 340

Contact Center Pipeline

OCTOBER 18, 2017

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.” Unfortunately, it appears that the fine art of conversation is at risk in today’s digital world. I have been reading the book, “Reclaiming […].

Contact Center 242

Contact Center Call Center 242

Callminer

OCTOBER 18, 2017

Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get […].

Analytics 215

Analytics Call Center Technology Enterprise 215

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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.

Call Center Weekly

OCTOBER 18, 2017

What are some forecasting best practices that you utilize? Here's a quick tip for each area of forecasting. And yes, make sure you include all four! Volume: Clean anomalies. This includes high abandons (look at redials). Remember too, if you are going to be understaffed, you will abandon again - forecast the inverse! AHT: Include glide path impact for new hires.

Best practices 149

Best practices Contact Center Service level Accountability 149

CSM Magazine

OCTOBER 18, 2017

Service recovery is a necessity in every organization regardless of the niche of business. Good customer service involves preparing and planning service issues the organization faces. No matter how impeccable the products or services of an organization are, there will always be some unavoidable customer services issues that your company may be facing.

Customer Service 80

Customer Service Feedback Accountability Marketing 80

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Often this is used to provide a better, more personalized service that better meets consumer needs.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Amity

OCTOBER 18, 2017

Customer Success teams interact with many cross-functional departments, building and maintaining relationships from Support to Account Management. But few relationships have more impact on future customer success than the one between Customer Success and Sales. At no time is coordination and collaboration between these two teams more critical than immediately following a sale, when Customer Success is tasked with making the vision sold a reality.

Sales 70

Sales Accountability Metrics Customer Experience 70

Customer Experience Matters

OCTOBER 18, 2017

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS.

Customer Experience 64

Customer Experience Metrics 64

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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

GetFeedback

OCTOBER 18, 2017

Want to boost your survey response rates? Start with a better invitation. We saw 210% more responses when we embedded a question in our survey emails.

Surveys 60

Surveys 60

The Center for Client Retention

OCTOBER 18, 2017

This week, our #CXExpert is sharing the 8 Steps he came up with that help businesses, whether B2B or B2C, generate more repeat business time and time again. Is your business using this approach?

B2C 54

B2C B2B Customer Service Customer Experience 54

Kayako

OCTOBER 18, 2017

Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries.

Sales 52

Sales Upselling Metrics Customer centricity 52

DMG Consulting

OCTOBER 18, 2017

DMG Consulting Releases 2017 – 2018 Speech Analytics Product and Market Report. 10/18/2017. Mature sector with substantial opportunity. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 12th annual Speech Analytics Product and Market Report.

Consulting 48

Consulting Consulting Analytics Marketing 48

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

Strategic Contact

OCTOBER 18, 2017

Contact center leaders often express frustration with their current technology. Yet in our experience, they have substantial opportunities to optimize efficiency and improve the customer experience by getting more out their current investments. Here are some high-impact strategies for success. Expand the Role of Data Contact centers should review the information contained in their enterprise.

Technology 48

Technology Contact Center Enterprise Customer Experience 48

CX Journey

OCTOBER 18, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It was published on t heir blog on April 24, 2017. When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Inside out means companies focus on processes that are designed and implemented based on internal thinking and intuition.

Customer Experience 45

Customer Experience Journey mapping Feedback Coaching 45

PanTerra

OCTOBER 18, 2017

As you assemble your team to provide the best customer experience possible, the first thing you should be thinking about is the call center software you will implement for your team. Are there features that are ‘must haves’ that will make or break your ability to offer your customers the satisfaction that will make them want to remain customers? But, what about the other personnel you have on staff.

call center solutions 44

call center solutions Call Center call center software Customer Experience 44

Connect

OCTOBER 18, 2017

Does anyone really believe queue messages which repeat ‘your call is important to us…’? We have all heard it, in between short snatches of tuneless elevator music, while waiting for our call to be answered. Most of the time we are trying to either pay a bill or resolve an issue that’s important to us, and have limited spare time available. In the industry these announcements are called ‘comfort messages’, but are they actually providing comfort to the caller?

40

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

Service Agility

OCTOBER 18, 2017

Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used to set objectives for any channel, but is most commonly utilized for inbound calls. Here’s what I love about service level objectives: They are the tangible proof of how an organization calculates the trade-off between cost and customer satisfaction.

Service level 40

Service level Abandon rate Contact Center Metrics 40

CSM Magazine

OCTOBER 18, 2017

Performance review phrases are an important part of any managerial appraisal or overall performance review. These phrases provide useful tools for conveying to employees what they are doing right and what they are doing wrong during their interactions with customers. Below are seven useful performance review phrases for questions related to customer handling, customer satisfaction, customer management and overall customer interaction.

Feedback 40

Feedback Construction Surveys Accountability 40

Verint

OCTOBER 18, 2017

DestinationCRM.com recently spotlighted Verint’s announcement that it has significantly updated its Enterprise Workforce Optimization suite, which includes major enhancements to mobile apps, an omnichannel recording platform, and embedded real-time analytics. These enhancements enable organizations to interact with customers across many channels, including a consolidated platform for recording calls, text messages, Skype audio, chat, and video, in which real-time analytics are embedded to find a

APIs 34

APIs Analytics Enterprise Customer Service 34

Jon Arnold

OCTOBER 18, 2017

Gartner's 2017 MQ report on the ever-changing UCaaS space came out recently, and that was the topic of a recent UCStrategies podcast. We did this a few weeks ago, but with the BC Summit just past, it didn't get posted until the other day. Our takeaways are still timely, so if you want an informed view of where UCaaS is heading, you'll find this podcast time well spent.

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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

Branch Mesenger

OCTOBER 18, 2017

The new release of Advance Steel 2018 has been out for a few months now. Here is a highlight of the top 10 features in case you haven’t had the chance to get familiar with them yet. 1 – One Advance Steel installation. By combining the functionality of the two products into a single executable, there is no need any more for customers to separately install both AutoCAD 2018 and Advance Steel 2018 software on their desktop.

Marketing 93

Marketing Management 93