Mon.Jun 10, 2019

Call Centers & Customer Satisfaction – Building Loyalty, Establishing Trust & More

TeleDirect

Let’s talk about customer satisfaction for a minute. Building and growing relationships with each of your clients requires determined commitment, responsive customer service, and the ability to improve any contact center weakness – quickly, with on-the-fly flexibility. In other words, your contact center is of paramount importance to ensuring customer loyalty.

3 Approaches to Measuring Customer Experience Strategy

Topdown

Measuring customer experience (CX) can be murky and filled with anecdotal, qualitative information. However, measuring the effectiveness of a CX strategy can be very straightforward. It involves setting goals and performing a quantitative analysis of the results. Customer Experience

How to Move Your Contact Center to the Cloud Without Throwing Your PBX in the Bin

Talkdesk

As I visit contact centers, I get to know their needs personally. One topic that usually comes up is how much the past investments in old solutions weigh in their decision to move the business to the cloud.

5 Top Customer Service Articles for the Week of June 10, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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.

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.

Five Things You Can Do About the Telephone Experience Problem

Myra Golden Media

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.

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7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.

7 Expert’s Advice for Aspiring Support Agents

Nicereply

To have a successful career in support, there is value in learning from those who have studied it longer and developed a true understanding of the absolute best customer service practices. Customer service can be an amazing and rewarding but also a stressful and thankless job.

How to Overcome the Most Common Objections for Appointment Setting

CallSource Insights

While prospects calling into your business are usually hot leads, it isn’t always simple to get them to commit to your business by the end of the phone call.

Artificial Intelligence Pioneer Hello Customer and Contact Centre Giant HGS Join Forces

Hello Customer

Official Press Statement. Hello Customer

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Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

New Integration Unveiled: Noble Gamification + CustomerCount Enterprise Feedback

Noble Systems

Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a company and its products/services.

Advancing the Conversational Experience Across All Channels

Upstream Works

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Throw chatbots into the mix and you’ve got customers who can help themselves with simple transactions.

Why Coaching is Vital for Your Customer Service Team and Entire Business

PlayVox

HR Management for CX CX Culture

Introducing Solvvy for E-Commerce: Guiding Customers Through Orders and Beyond

Solvvy

Solvvy for E-Commerce puts the power in shoppers’ hands to find answers quickly and easily. Shopping cart abandonment is one of the most common issues that e-commerce businesses face today, and ensuring customers receive a flawless experience can be difficult when over $4.6

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.

Improve Customer Experience Using Automation

kommunicate

Nowadays, there is no shying away from the fact that customer service is the new marketing. It is not enough to just pour in offers and money to acquire customers. You need to make sure they love the overall experience and stay with you for a long time. This is the primary reason why most [.].

From Churn to Retention: Customer Experiences that Count

Solvvy

Retention is a top priority for any successful subscription box business, but preventing churn is no easy task. While even the most successful businesses deal with some amount of customer churn, subscription commerce businesses are affected the most.

4 Tips to Get Value From Contact Center Quality Scores

Customer Service Life

Image by Amanda Powers from Pixabay. This article was originally published on CustomerThink on April 3, 2019. Click here to read the original. I have two scenarios for you regarding contact center quality assurance.

Top 3 Churn-Busting Tips: Lessons and Revelations from SubSummit

Solvvy

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Nearshore Outsourcing Spotlight: Tijuana

Outsource Consultants

Tijuana, Mexico is undergoing a well-deserved and long overdue reputation makeover. Once viewed as an area with some questionable characteristics, many call center executives are now flocking to Tijuana as a nearshore outsourcing destination for their call center agencies.

If You Want to Keep the Doors Open, WFM Should NOT Be an Afterthought

NICE inContact

Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has a very strong quality management and training team.

The Future CMO [Report]

Infinity

A Chief Marketing Officer’s (CMO) role has never been as diverse as it’s expected to be in 2019, and onwards. With fluctuating trends, new technology, and a customer-centric attitude, the CMO’s juggling act will be one you cannot afford to miss.

PSD2 & SCA: What do we need to know, right now?

Eckoh

New EU regulations affecting electronic payments are about to impact UK consumers. But what will PSD2 and SCA mean for merchants — and what do they need to know? Just when you thought GDPR was nicely bedded down, along comes another mammoth compliance regulation.

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.

New Tips for New Legislation

NobelBiz

by Karl Walder | EVP of Innovations | June 10, 2019 On Tuesday, June 5th, the Consumer Financial Protection Bureau (CFPB) announced a proposed update that “would provide consumers with clear protractions against harassment by debt collectors and straightforward options to address or dispute debts. ”

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How Likely are you to Recommend NPS?

Andrew Mcfarland

Recently the Wall Street Journal sparked a discussion about the Net Promoter System (NPS) in an article titled “The Dubious Management Fad Sweeping Corporate America.” ” While it isn’t perfect (what is?) it remains a simple and useful corporate tool. Customer Experience Lumoa Net Promoter Score Temkin Group Wall Street Journal WSJ

CX Monitoring: Mind The Gap

Avaya

Across industries and regions, organizations of all shapes and sizes are recognizing the competitive advantage of superior customer experience (CX), and the value that resides not only in what a company delivers for its customers, but in how it delivers those products and services.

Secret Sauce

C Space

Secret Sauce. In 2017, Hurricane Harvey kicked off an historically destructive storm season, devastating parts of Texas and ultimately matching Hurricane Katrina as the costliest hurricane to hit the United States.

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.

Overcoming the marketing resource crunch by focusing on customer behaviour

Salmat

Marketing - like many other important activities - often doesn’t get the attention it deserves at many small and medium businesses (SMBs). This is because marketing resources are generally scarce - they are unlikely to have a dedicated person looking after marketing, and budgets are tight.

Data Powers Digital Transformation and is a Corporate Asset

Cincom

The power of digital transformation does not reside in specific software, hardware or even business mission. Data is the power, … Continue reading "Data Powers Digital Transformation and is a Corporate Asset".

AI IRL Podcast Episode 23: 5 Insights for Incredible SEO Results

bold360 Blog

Subscribe via iTunes , Spotify and more. One of the primary ways any SMB can impact their online presence is by leveraging the power of SEO. On a recent episode of AI:IRL podcast, we interviewed Rich Fong , CEO of Bliss Drive.