Mon.Jun 10, 2019

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


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


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


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


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.

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.

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.

More Trending

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.

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.

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

Hello Customer

Official Press Statement. Hello Customer


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.

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.

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.

7 Expert’s Advice for Aspiring Support Agents


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.

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


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

Does Your Company Keep Its Promises?

Integrity Solutions

All healthy, long-lasting customer relationships are based on trust, integrity and mutual respect. In our private lives, keeping a promise is seen as something sacred. We swear to cross our hearts, hope to die, and stick needles in our eyes before breaking that trust.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

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


HR Management for CX CX Culture

From Churn to Retention: Customer Experiences that Count


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.

Improve Customer Experience Using Automation


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 [.].

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


The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

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.

CX Monitoring: Mind The Gap


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.

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

NICE Systems

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.

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


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.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

New Tips for New Legislation


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. ”


Customer Feedback: 6 Key Benefits for your Brand


Asking for customer feedback is a standard practice these days. Most often, customers receive quick surveys following a service interaction or purchase. But just what is the value of customer feedback in the long term? When analyzed and applied strategically, it’s critical to your overall growth and success. Here are six key benefits of customer feedback for your brand. Customers trust you more. By simply asking customers about their experience, you are showing them that you value their opinions.

Global Response to exhibit at IRCE@RetailX show

Global Response

Outsourced contact center will be at Exhibit 852 at the conference The Internet Retailer Conference and Exhibition is joining this year with two other trade shows to create IRCE@RetailX at Chicago McCormick more. The post Global Response to exhibit at IRCE@RetailX show appeared first on Global Response. Events and Partnerships

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

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.

Overcoming the marketing resource crunch by focusing on customer behaviour


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


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.