Wed.Feb 22, 2017

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How Are You Helping Your Customers Self-Confirm the Sale?

ShepHyken

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste. and often along with it, sky-high expectations.

Sales 226
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Multi-Tasking & Active Listening for Call Center Agents

Callminer

In addition, speech analytics software can help managers understand and measure their agents' empathy.

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Trending Sources

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Creating a Successful Culture Is a Journey

Contact Center Pipeline

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term commitment, not a one-time project with a beginning and end. Sustaining the culture requires alignment of the organization’s internal processes and systems, such as hiring, staff development, process improvement, recognition, etc. […].

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Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.

B2B 88
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Building a strong customer-focused service culture

Eptica

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Author: Anne-Merete Jensen Customer service and customer experience now involves the entire organization , and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers.

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Digital Strategy: 5 Best Practices to Improve Customer Service

Uniphore

Digital Strategy: 5 Best Practices to Improve Customer Service. Today’s digital landscape has ushered in a new age in customer service. As companies use digital interfaces to engage with customers and build relationships, customer interactions are spanning across an ever-expanding array of touch points, with customers often using various channels in the quest to get the service that they need when they need it.

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Before and After Robotic Process Automation

Verint

We love “before and after” pictures. A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system that is easier to use day in and day out. Why are these contrasts so appealing? Because they help us to see the potential in a way that can inspire us to tackle a similar change with the expectation of similar positive results.

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Building a Customer Service Ecosystem

Brad Cleveland Blog

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Photojournalist and Author Dewitt Jones to Speak at Verint Engage Customer Conference

Verint

Renowned photojournalist, author, and adventurer Dewitt Jones will be a keynote speaker at the Verint Engage Global Customer Conference in Orlando. Held May 22- 25, Engage provides a unique forum for Verint customers and partners to network with industry leaders, share ideas and perspectives, and learn from other attendees and speakers—including Jones, who spent 20 years capturing stories from around the world as a freelance photographer for National Geographic.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Building a Customer Service Ecosystem

Brad Cleveland Blog

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[Infographic] A Quick Guide to Customer Data

Amity

​In the world of SaaS, there certainly isn't a lack of data. In order to activate and leverage customer data for success, you need to start not only by collecting data but by collecting the right data. This is true at every stage of your Customer Success organizational journey, and especially so when you begin to scale your efforts. The customer data you collect and leverage has a great impact on success: that of your team, that of your customer, and that of your company at large.

SaaS 63