Wed.Jun 07, 2017

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Is Trust Dead? If So, Revive It!

Beyond Philosophy

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.

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What Has Changed in Customer Service?

ShepHyken

Every week, I’m asked, “What is changing in customer service?” The expected answer is that I’ll talk about all the new ways customer service and support is conducted – and I do. There’s self-service solutions that include robust frequently asked questions and video. There’s social media customer service with multiple channels like Facebook and Twitter.

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Bradley Lead Group Finds a Blend of Success with Convoso (Case Study)

Convoso

Client : Bradley Lead Group is a lead generation group that focuses its efforts on qualifying extremely high quality leads in numerous financial sectors.

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Differentiator Series, Part 2: Valuing the Agent

Contact Center Pipeline

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a contact center and you will likely hear one or the other, and it is not unusual to hear both (a thoroughly mind-blowing moment of bewilderment for the listener). In written form, […].

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Why Customer Service Scripting IS Necessary

Teresa Allen

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit card. I had an extra card on my business card with her name on it since she sometimes does work for me.

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Why Customer Service Scripting IS Necessary

Teresa Allen

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit card. I had an extra card on my business card with her name on it since she sometimes does work for me.

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How the insurance sector is failing to rise to the digital CX challenge

Eptica

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. Author: Pauline Ashenden The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain.

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Why Customer Service Scripting IS Necessary

Teresa Allen

There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at least as a guide is necessary. My daughter was about to travel out of state and had lost her debit card. I had an extra card on my business card with her name on it since she sometimes does work for me.

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Zuora’s Subscribed 2017: The Rise of Subscriptions of Innovation

Mindtouch

2017 marks the turning point of the subscription economy. For years the Subscribed conference was centered around Customer Experience and why organizations should put it at the forefront of all business decisions. It was, in essence, on how to create customers for life (See Tien’s Video Below on Subscribed 2017). This year, the most influential thought leaders have returned to Zuora’s Subscribed 2017 , bringing with them a host of new, innovative strategies and products to push the boundaries of

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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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DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report

DMG Consulting

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. 6/7/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 14th Annual Workforce Optimization (WFO) Market Share Report. When: Today, 7 June 2017.

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Why Your Sales Team Needs Call Recording

Talkdesk

In your current sales process, what happens to your phone conversations after the call ends? You input notes, do after-call work, schedule a follow-up call, but the actual conversation is over. You can’t go back and replay important parts to log details or analyze the call for mood changes. What if all of your sales calls were automatically recorded and filed in your CRM so you could go back and relive that conversation any time you wanted?

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Rise of the Customer Experience Executive

CX Journey

Image courtesy of GMC Software Do you need one? A customer experience leader, that is. There's an alphabet soup of letters thrown together to title the customer experience leader role, whether it's CCO, CXO, CCXO, etc. They all lead to the same definition: the C-level executive who champions, or advocates for, the customer and his needs throughout the organization.

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Customer Conferences: The Best Time of Year to Improve CX

Verint

Many companies around the world use customer conferences to build strong, long-lasting relationships with customers. From registration to closing, every interaction—even the brief ones—between your customers and your employees can make a big difference for conference attendees. We decided to take a close look at our annual Engage customer conference through the lens of our CX program.

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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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Running Your Customer Success Org at Peak Efficiency

Amity

Whether we are a small bootstrapped team or a large resource-rich one, we always find ourselves having to do more with less. As a leader, I always find myself thinking, “How can Customer Operations work smarter, not harder?” I am not opposed to hard work, but in the era of technology, artificial intelligence, and tools galore, it would be silly not to take advantage of all that is offered.

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Touchpoints Update: Extending Your Content Is Easier Than Ever

Mindtouch

Last summer, with our initial release of Touchpoints, MindTouch extended its reach across the entirety of a customer’s online experience. These simple, plug-and-play integrations provide a variety of intuitive ways to reveal help content on virtually any web property. Clients like Bona, Conga, and Cisco Meraki implemented Touchpoints to allow users to instantly discover the right documentation where needed, without disrupting their journey by navigating to other websites.