ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. – Shep Hyken. Customers don’t want to wait on the phone for the “next available representative” anymore.

Technology 229

Technology Customer Service Management CRM 229

Influitive

JANUARY 27, 2017

January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on.

B2B 91

B2B Marketing Personalization Accountability 91

aircall

JANUARY 27, 2017

In today’s market, customer service is a huge differentiator. When done right, personalized customer service can do wonders for customer retention and for your bottom line. Today, customer service is carried out over multiple channels and platforms, and is more important to customers’ perception of your brand than ever. Personalized customer service can make your business stand out.

Personalization 83

Personalization Customer Service Brand ambassadors Analytics 83

Omnicus

JANUARY 27, 2017

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.

Chatbots 56

Chatbots Self service Customer Service Customer Experience 56

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Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition. One is that it puts the emphasis on interactions with your whole company and not just your product or even just your Customer Success team; a drum CS folks are always beating.

B2B 57

B2B SaaS Accountability Customer Support 57

Vonage

JANUARY 27, 2017

There are some companies that are recog nized for their customer service. It’s their focus, they have built their brands around it, and they’re good at it. You could say they “stay in their lane.” Some examples would be Ace Hardware (think helpful ), Nordstrom and Zappos. Are these companies known for being the low price leader? No, but that doesn’t mean that they are overpriced.

Customer Service 48

Customer Service Sales Customer Experience Marketing 48

LiveChat

JANUARY 27, 2017

Mark Zuckerberg is probably one of the most beloved leaders in the business world. With a whopping 99% approval rating from his employees , he seems to be more a superhero than a regular “boss.”. But the thing is that he looks just like an “everyday normal guy.”. If you didn’t know that he’s the Mark Zuckerberg, you wouldn’t suspect that this 32-year-old is one of the most influential and well-known CEOs on Earth.

Personalization 51

Personalization Feedback Management 51

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.

Benchmark 40

Benchmark Self service Customer Experience 40

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of … Continue reading → The post Calibration Is Key to Improving Quality appeared first on Brad Cleveland.

Calibration 26

Calibration Personalization Quality management Contact Center 26

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

Uniphore

JANUARY 27, 2017

According to the latest 2016 Dimension Data Global Contact Centre Benchmarking Report 1 digital volumes handled by the contact centre are on track to exceed phone contacts by the end of 2016. Across virtually all digital channels, significant annual growth is being reported from most geographies. This supports the reality that the quest to deliver exemplarity Customer Experience (Cx) is now widely recognized as the top reason for offering digital self-service and assisted service channels.

Benchmark 40

Benchmark Self service Customer Experience 40

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20

Brad Cleveland Blog

JANUARY 27, 2017

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Calibration 20

Calibration Personalization Quality management Contact Center 20