Wed.Aug 07, 2019

Why Some Friction In Your Experience Is Good

Beyond Philosophy

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should.

Four Ways to Attract and Retain Millennial Agents

Contact Center Pipeline

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials, making them the largest generation in the U.S.

Mobile-focused Customer Support: Why It’s Important and Where to Begin


The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent.

Customer Service May Not Be Your First Priority, and That’s Okay


Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

4 Ways Agents Can Help Create the Ideal Customer Journey Map


Customer journey maps provide invaluable insights into a company’s processes but all too often, they’re created in a vacuum with minimal input from customers or customer-facing employees.

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Introducing GetFeedback for Field Service Lightning


Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation.

How to Win New Customers With Better Experiences – Part 1


Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.

Why Surveys Are More Important Than Ever


Learn how to integrate new technologies and methods into your survey strategies. The post Why Surveys Are More Important Than Ever appeared first on Concentrix. Thought Leadership Resources

Why Digital Customer Service Depends on Software and Soft Skills

NICE inContact

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

2019 CS100 Sponsor Highlight: The Success League


Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching.

Catching a whale: How to treat your VIP gamers

TELUS International

CX Best Practices

ConcentrixCX Connect


Learn how to capture customer feedback inside digital experiences. The post ConcentrixCX Connect appeared first on Concentrix. Fact Sheets Resources Fact Sheet

3 simple tips to promote employee productivity


Getting people to do work is tough. When you are paying someone a monthly salary, you need to make sure that in an ideal situation, the employee has earned what they earn justifiably. However, this does not mean forcing them to do 1.5x amount of work for the x salary that they are paid.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$


For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

Why closing the loop is vital to Voice of the Customer success


Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019.

Top 7 Things Customers Expect from a Strong Customer Service


Running a business requires a lot of work. You have to prove both things to the world: that you have a high-quality product or service and exceptional customer support. The second one is of top importance.

Manage Information Overload Successfully with a Knowledge Base


You’re a customer service agent and it’s 8:00 am in the morning. Knowledge Base Customer Service

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Magnify Your Inside Sales With These 6 Inside Sales Training Tips


Each member of your sales team needs the right training to reach his or her goals. You can give your employees the tools they need to exceed your expectations by including the following six tips in your sales training program.

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How Connect Transformed a Leading Oil and Gas Business' Contact Centre Through Genesys and AWS

Connect Managed

When a leading oil and gas company needed support to roll out its telephony system globally and consolidate its multiple contact channels, we knew we were up to the challenge. Customer Experience Contact Centre Cloud

Looking Back to the Future: 6 Statistics to Guide You into the Future of Contact Center Work


Ok, so we don’t have flying cars powered by recycled goods like Doc Brown thought. But technology is changing our world fast. Every industry is more digitalized and more automated every year. It’s hard to keep up. And, It’s easy. Read More.

Why You Need Omnichannel Customer Engagement Solutions?

Etech GS

When a company is set in its ways, it can be a hard rush to encourage managers to create lasting change. This is as true for call centers as it is for other types of businesses. One aspect where companies can become stubborn is communication.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

ACE 2019 Recap: Aspect Master Program


If you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out). In addition to amazing insight in our general sessions, the networking opportunities, the lobster tails—seriously, there were lobster tails—we had a new addition for breakout sessions.

Deliver a First-Class Travel Experience with Conversational AI


What do you think of when you think of first class? A glass of champagne? A hot hand towel? A flight attendant rushing to your assistance at the push of a button? As traveling becomes more mainstream, these amenities may seem like a distant dream.

The Significance of Customer Effort Scores


One of the main questions customers always ask when getting involved with a new company is: "How easy can they handle my issues?" " About 99.9% of customers expect to hear this response: "Effortlessly."

Newsletter Time - August Issue Published Now

Jon Arnold

It’s that time again, and there was a lot going on in July. If you follow me, you’ll know I was busy recently at Voice Summit 2019 , and if you liked that, you’ll want to subscribe ASAP, as our featured podcast is a recap of the event.


A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Quiq Business Messaging Video: Why Businesses Need Messaging


Share This Story. Business messaging is the modern way brands and customers are having conversations. Quiq’s Conversational Engagement Platform is enabling companies to provide consistent jaw-dropping customer experiences across SMS/text messaging , rich messaging , web chat , and social channels.

Here’s What’s New from July 2019 | Kommunicate Product Updates


Your favorite customer support tool got some powerful updates and features in the month of July. The recent update includes the multiple language support for welcome messages, the latest version of mobile SDKs and other improvements. If you have missed previous versions of product updates, Read here.

How insurance companies can decide on which CX Metrics to use


Selecting and keeping track of the right Customer experience (CX) KPIs is important. Insurance companies can use them to