Mon.Sep 18, 2017

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5 Top Customer Service Articles for the Week of September 18, 2017

ShepHyken

Each week I read a number of customer service 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. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. (Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today.

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Customer Service Principles ALWAYS Apply

Call Center Weekly

By Ana Simões I left the contact center in April of this year to embrace a new role at a start-up company as an IT Recruiter. Please note, my prior experience in the contact center is a reality for many in my region of Portugal. In my experience, the agents were usually treated as numbers, and were made to feel as if they are expendable. When you leave, you will quickly be replaced.

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Why Prioritizing CX Is Your Secret Weapon To Business Success

Aria Solutions

Customer experience is a commonly discussed topic and certainly on the minds of many organizations. As Forrester research shows – 84% of CX executives work at firms that are prioritizing CX more than they did two years ago ( “Why CX? Why Now? Forrester Research, October 5, 2016 ). Although there are brands that have made significant transformations to delivering high quality CX, customer surveys reveal that this is only true for 1 in 5 brands ( Why CX?

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Knowledge Base Integration With Live Chat – the Best Recipe for Customer Support

ProProfs Blog

How important is good customer support for your business? Is it a top priority for you, or happens to just another facet of your day-to-day business operations? It may seem like a no-brainer, but a surprising number of businesses have failed to deliver when it comes to ensuring that their customers are happy. And falling sales numbers are there to show for it.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers. For all the chatter, it would be easy to assume most companies have already shifted to the cloud but Morningstar estimates that just 20% to 25% of virtualized infrastructure is running in a public cloud environment.

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5 Strategies for Creating a Customer Service Culture

CSM Magazine

One of the most common challenges I hear from managers and business owners is how to get staff to provide better service. Over the years I’ve observed that the organizations who nurture the best service behaviors use these five strategies. 1. Educate towards Empathy. It’s easier to get employees to care about customers by putting them in the place of customers.

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How to Give Great Customer Service over the Phone

Ansafone

Would you love to know the secrets behind the art of providing fantastic customer service over the phone? Here are some tips from our call center experts. In the business world, having a positive brand image is critical, a factor largely cultured and fortified by personal, professional and effective customer service techniques. A few years ago when only a handful of institutions knew the importance of having a vibrant team of customer service personnel, consistent service delivery over the phone

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Customer Experience & Customer Communications Management Glossary v3

Topdown

As customer communications management (CCM) continues to modernize and expand in scope, taking its place among other customer experience (CX) technologies, we periodically update our CX & CCM Glossary. We hope this helps our readers when thinking about and executing customer communications and all the interactions and touchpoints that make up customer journeys.

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Building referral programs in Hubspot

AskNicely

One of the key business values of AskNicely is the ability to identify your happiest customers and turn them into advocates by driving them to your referral program. This is great, and returns fantastic results for many customers… but isn’t so useful if you don’t have a referral program to send people to. If you haven’t yet got a referral program, but it’s on your to-do list – this post is for you.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Your Customers Do Not Want to Make Friends with a Sociopath

Russel Lolacher

If your business were a person, would it be a caring friend, or a borderline sociopath? To build relationships with customers, they must be thought of on a human level, not a transactional one. Service expectations from customers continue to grow, and the need for organizations to provide a more personal experience does too. People like their. The post Your Customers Do Not Want to Make Friends with a Sociopath appeared first on The Upsell.

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10 Must-Have Features In Your Advocate Marketing Software

Influitive

How are you managing your customer, employee, or partner advocacy programs? Today, most advocate marketers are organizing advocate activity through separate applications, and—our favourite—spreadsheets and emails. (If you’re still wondering what exactly advocate marketing is, read this primer first!) But there are two big problems with this approach: 1.

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Quick Tips to Build a Smart Knowledge Base

Amity

A knowledge base has the power to greatly improve your user experience. It's practically the best solution for customer support, employee collaboration, and coordination with other business processes. However, having this tool in place does not mean that you are going to grasp all of its benefits. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps.

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Why IoT Security is Crucial for Healthcare’s Future

Revation Systems

It’s clear that healthcare communication technology is leading to a more highly interconnected world. Need to check your heart rate? Just look at your wearable monitor on your wrist. Need to check in with your doctor while on vacation? Start a video chat at your earliest convenience. As the world becomes saturated with connected devices and the Internet of Things (IoT), the price of convenience creates some serious impacts to healthcare security.

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Contact Center Dialers Demystified

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.

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Quick Tips to Build a Smart Knowledge Base

Amity

A knowledge base has the power to greatly improve your user experience. It's practically the best solution for customer support, employee collaboration, and coordination with other business processes. However, having this tool in place does not mean that you are going to grasp all of its benefits. To make an effective, smart, and easy-to-use knowledge base, it's important to take several steps.

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4 Strategies for Creating a Customer Service Culture

CSM Magazine

Over the years I’ve observed that the organizations who nurture the best service behaviors use these four strategies. 1. Educate towards Empathy. It’s easier to get employees to care about customers by putting them in the place of customers. That’s why when clients bring me in to conduct customer service training for their teams, I ask participants to create a list of what they expect when they are customers.

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5 Reasons Why Your Company Should Outsource Its Customer Service

Ansafone

Customer service is an integral part of running your business, but as you grow and continue to serve a larger client base, it can be challenging—sometimes bordering on unmanageable. At a certain point, it’s impractical to keep running your customer service operations in-house. When you get to this stage in your business life cycle, you may want to consider outsourcing your customer service to a third-party call center.

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Contact Center Quality Management the SAFE Way

8x8

In part one of my three-part series about improving quality management in the contact center, I provided 3 Tips for Building an Effective Quality Management Program. For part two, I’ll look at how companies can implement a structured approach to coaching to help contact center agents reach their full potential within the company and enhance the overall customer experience.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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5 Tips for Optimal Customer Survey Practices

VocalCom

Knowing how customers feel about your brand is essential to your long-term success. While your social media pages and website comments may provide plenty of insights, well-designed customer surveys remain a time-tested method for understanding customer sentiments. Asking strategic questions at the right times can give your brand a global view of where improvements may be made.

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Do Two Former Google Employees Really Deserve Such Bad Press?

The Center for Client Retention

Paul McDonald and Ashwath Rajan drew widespread scorn this week after their company, Bodega, was profiled by FastCompany in an article entitled “Two Ex-Googlers Want To Make Bodegas And Mom-And-Pop Corner Stores Obsolete.” Twitter was calling them “the most-hated new start-up.” That’s not good publicity for any company or organization, novel or well-established.

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8 Rules for the Perfect Customer Service [infographic]

Helpware

A+ customer service is paramount to any successful business. However, most businesses do not have a concrete plan on how to achieve top-notch customer service, which is why we decided to provide you with eight “must-haves” if you want to provide outstanding service to your customers. We call it the “Customer Service Bill of Rights.”. First and foremost you need to have the right attitude.

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Chatbots: Saviours of the insurance industry

Uniphore

While the insurance industry has been slow to transition to a digital world, chatbots offer a quick and easy way to begin delivering the services 21st century customers demand. Read More.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Chat-Based Customer Service: Uses and its Users

Ansafone

Technology is a vehicle for the everyday operations of businesses. Chat-based customer service options are quickly becoming a preferred method for customers to contact businesses. An increasing number of companies choose to outsource their customer service departments to third party contact centers, such as Ansafone Contact Centers, to meet the unique service needs of tech savvy and customers.

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Opentalk 2017: Empowering Customers by Design

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch.

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The Impact of Customer Effort on Customer Loyalty

Mindtouch

A MindToucher shared with me this brilliant presentation by Alex van Dijk of Dell/EMC. Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Spoiler alert, there’s a strong correlation. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty.

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Founder of Customer Services Audit, and Creator of Snapshotz™ Online Makes Guest Appearance

Taylor Reach Group

We recently had the opportunity to host the founder of Customer Services Audit and creator of Snapshotz™ Online , Deepak Selvaratnam , at Taylor Reach Group’s Headquarters, for a cheese and wine reception. Deepak met with a number of consultants and potential clients while on his Canadian tour from Vancouver to Toronto and this week is attending the PACE event in Washington.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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12 Years of Dreamfest [Infographic]

GetFeedback

Salesforce goes big for Dreamfest. Take a look at the bands who've headlined in the past and guess who will take the stage this year. You could win a pass!

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