ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online 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. Is The Customer Service “Department” Becoming Obsolete? by Mike Wittenstein. (TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 145

Customer Service Chatbots Customer Care B2B 145

Convoso

AUGUST 7, 2017

On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. But that’s just the surface. Dig a little deeper into the workings of a call center and you’ll be surprised just how much they have changed.

Call Center 120

Call Center Sales Customer Service call center solutions 120

Win the Customer

AUGUST 7, 2017

In today’s world, more and more small business owners are realizing that they need to develop substantive, savvy online marketing strategies. In addition to optimizing conversion rates, taking this course of action can make the brand more influential and cutting edge. Below you’ll find just five of many strategies you can implement to make your web-based efforts sophisticated and successful: Pay-Per-Click Advertising.

Advertising 99

Advertising Marketing Technology Customer Experience 99

CustomerGauge

AUGUST 7, 2017

As your company grows, so does the diversity and backgrounds of your expanding customer base. Many companies struggle to adapt to a “think globally, act locally, market strategically” approach to their Net Promoter System® and customer experience (CX) program. In the article “The 10 Habits of Customer-Centric Organizations in the Age of Digital Business”, Gartner […].

Customer centricity 84

Customer centricity Marketing Customer Experience 84

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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.

GetFeedback

AUGUST 7, 2017

Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?

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Customer Support 78

GetFeedback

AUGUST 7, 2017

Customer support and customer success both focus on driving customer satisfaction and loyalty, just in different ways. But will they be different for long?

Customer Support 60

Customer Support 60

Russel Lolacher

AUGUST 7, 2017

A good relationship is a good relationship. Whether it’s in your personal life or at work, the same advice around empathy, trust, compassion and effort all apply. Especially in the customer relationship. Look at your strongest and most long-standing friendships. What makes them work? How do you know they’re strong? How do you contribute to their success?

Upselling 56

Upselling Personalization CRM Management 56

CSR Inc.

AUGUST 7, 2017

It’s hard to believe that CSR has been in business for 27 years this August. Wow. Happy birthday to CSR Inc.! A Trip Down #CCTR Memory Lane In typical ‘good old days’ fashion, let me just start by saying that when CSR launched in 1990, the phrase ‘ #cctr ’ didn’t exist…or if it did, it was most certainly a typo. I had just gotten married, and cell phones were just starting to make inroads.

Call Center 48

Call Center Telecommunications Virtual Agent Metrics 48

OrecX

AUGUST 7, 2017

OrecX is a go-to for screen recording, cloud recording , open source recording, and quality monitoring reliability and innovation. Bruce Kaskey, an OrecX co-founder, has over 28 years of experience in technology product management, sales and marketing. Prior to OrecX, Bruce worked at Stevens Communications and Eastman Kodak. OrecX is a sponsor for and Bruce is a speaker for Cluecon.com scheduled for August 7 - 10, 2017 in Chicago, a conference filled with hands-on workshops, coding and hackathon

Customer Service 48

Customer Service Technology Sales Marketing 48

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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

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8x8

AUGUST 7, 2017

When problems or inefficiencies exist within a company, employees are often faced with a choice between reporting the problem or turning a blind eye, and allowing the problem to continue. This internal tug of war between contributing to the greater good of the company or ensuring job security can hurt businesses in the long-run as critical issues remain unidentified by management.

Quality management 48

Quality management Management Contact Center Upselling 48

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. avalanche will be taking away all customer service jobs in short order. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

Customer Experience Matters

AUGUST 7, 2017

We just published a Temkin Group report, Infusing Culture Throughout The New Employee Journey. Here’s the executive summary: A company’s culture reflects the attitudes and behaviors of its employees and influences almost every aspect of the employee journey and experience. However, despite its importance, many companies fail to orient new employees to their culture during onboarding.

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Employee engagement Customer centricity 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

Aspect

AUGUST 7, 2017

If you’re in customer service and support, you’ve no doubt been told that chatbots and the A.I. avalanche will be taking away all customer service jobs in short order. Several analysts predict near total replacement of live agents with chatbots. Gartner for example, predicts the use of virtual customer assistants (chatbots) will jump by 1,000% by 2020.

Chatbots 48

Chatbots Contact Center Surveys Banking 48

5CA

AUGUST 7, 2017

Why should your company be responding to negative reviews? Because if you're not, you're losing an average of 70 percent of your potential customers after four or more negative reviews.

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Talkdesk

AUGUST 7, 2017

This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . In order to talk about the future of anything, one must almost always first reflect on its past. The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

ForeSee

AUGUST 7, 2017

Attention retailers: Consumers who fail to accomplish a task when visiting a retail website on a desktop are less satisfied than those who visit from a smartphone, according to new research from ForeSee. The post Retailers face greater consequences from dissatisfied desktop customers (research) appeared first on ForeSee.

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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

Talkdesk

AUGUST 7, 2017

This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . In order to talk about the future of anything, one must almost always first reflect on its past. The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Upselling Advertising 40

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online 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. Is The Customer Service “Department” Becoming Obsolete? by Mike Wittenstein. (TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 42

Customer Service Chatbots Customer Care B2B 42

Verint

AUGUST 7, 2017

Imagine that it was a cold and snowy night. And starting at 6:30 a.m., the phones at “Elite Plumbers” begin ringing off the hook. Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Both had worked as plumbers for many years. They had heard all the complaints about tardy arrivals, delays from lack of the right parts, unkempt appearances, and messes left behind.

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Management Service level Contact Center Call Center 27

Uniphore

AUGUST 7, 2017

Why Do Customers Keep Calling their Bank Call Center? Who is more likely to contact their bank's call center - Baby Boomers or Millennials? The answer may not be what you would expect. Read More.

Banking 22

Banking Call Center 22

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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Beyond Philosophy

AUGUST 7, 2017

Disney has fired the latest salvo in the theme park Customer Experience wars, announcing a Star Wars themed resort where guests will become part of the world of Jedi, droids and the Galactic Empire. “It’s unlike anything that exists today,” said Bob Chapek , chairman of Walt Disney Parks and Resorts. “From the second you arrive, you will become a part of the Star Wars story!

Consulting 0

Consulting Consulting Customer Experience Technology 0

Vonage

AUGUST 7, 2017

“Customer service—now that’s a dying art.” I hear this sentiment often, and my response is, “Uh … I’m not so sure you’re right about that.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

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Customer Service Engineering Consulting Consulting 96