ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. – Shep Hyken. Anyone who’s had to suffer the never-ending chore of navigating a phone tree will tell you that the experience is unpleasant — often made even worse by that disembodied voice repeating “your call is

Self service 199

Self service APIs Surveys Analytics 199

aircall

MAY 5, 2017

We’ve looked at how to successfully scale your customer support team before. But before you can scale your team from one to five, or ten, or a whole busload, you need to start building it. What about your very first scaling operation, the one from zero to one? This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee.

Customer Support 82

Customer Support Personalization Call Center Wait times 82

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years. Wynne’s career has spanned the entire customer lifecycle at cutting edge start-ups such as BaseCRM and Coupa.

Customer centricity 73

Customer centricity Sales Consulting Consulting 73

Customer Service Life

MAY 5, 2017

This article was originally published on the FCR blog on April 20. Click here to read the original. Word clouds are a great way to visualize what’s really going on within a huge blob of text. One of my favorite things to visualize with a word cloud is all of the verbatim customer comments from Customer Satisfaction (CSAT) or Net Promoter Score (NPS) surveys to see the most common words that stand out.

Surveys 60

Surveys Feedback Customer Service Contact Center 60

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

NICE inContact

MAY 5, 2017

Anyone can design a customer feedback survey. It’s just a bunch of questions about things that you, your boss, your marketing department, and perhaps an executive or two want to know about your customers. Simply collect the questions from everyone who wants to know about your customers, build the survey, and wait for the results. Stop! If you believe any of what you just read and you have any type of customer feedback survey in place now, you are likely hurting your company’s reputation.

Surveys 64

Surveys Feedback Marketing Best practices 64

aircall

MAY 5, 2017

We’ve looked at how to successfully scale your customer support team before. But before you can scale your team from one to five, or ten, or a whole busload, you need to start building it. What about your very first scaling operation, the one from zero to one? This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee.

Customer Support 48

Customer Support Personalization Wait times CRM 48

Strategic Contact

MAY 5, 2017

Contact center technology selection is more complex than ever. Vendors offer a mind-boggling array of capabilities. Sourcing options abound and are a bit tricky to navigate. Buyers constantly live in the tension between their enthusiasm for the technology and the reality of budget and resource constraints. This complexity makes it difficult to narrow options and.

Technology 48

Technology Contact Center 48

aircall

MAY 5, 2017

We’ve looked at how to successfully scale your customer support team before. But before you can scale your team from one to five, or ten, or a whole busload, you need to start building it. What about your very first scaling operation, the one from zero to one? This article will explain how to recruit your first customer support employee. Why you need to recruit your first customer support employee.

Customer Support 48

Customer Support Personalization Wait times CRM 48

Talkdesk

MAY 5, 2017

Talkdesk had a lot to celebrate at Opentalk last week. We kicked off the two-day summit with a keynote address delivered by our own Tiago Paiva, Gadi Shamia and Robert Sur. In the address we covered the highlights of the past year at Talkdesk, including our bigger customer-oriented vision and how that goal has been translated into the products we create.

call center software 43

call center software Engineering Enterprise Contact Center 43

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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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LiveChat

MAY 5, 2017

In the modern age of 2017 it is the perfect time to take the opportunity to enhance your content marketing. With all of the today’s technology and resources, it has become much easier than years past. Increasing your value and therefore, your businesses value can be done with the help of these five awesome tools specifically designed to help you turbocharge your content marketing.

Marketing 46

Marketing Education Management Technology 46

5CA

MAY 5, 2017

As a startup it can be difficult to decide where to spend your budget. When every dollar can only be spent once, thinking about how to spend that dollar most effectively becomes paramount.

Customer Service 40

Customer Service Customer Support 40

Connect First

MAY 5, 2017

Forbes magazine states that over 70 percent of companies have made customer experience improvement their number one priority. Why the new trend? Well, American companies collectively lose over $62 billion every year because of poor customer service. That’s a staggering statistic. Let’s explore some ways you can recoup some of that income for your call center, and ensure your losses due to poor customer service continue to shrink into nonexistence.

Call Center 40

Call Center Management Employee engagement Contact Center 40

Uniphore

MAY 5, 2017

The customer experience begins well before and continues long after their interactions with your contact center. So an omnichannel experience encompasses much more than just customer service. Read More.

Contact Center 40

Contact Center Customer Experience Customer Service 40

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

ijgolding

MAY 5, 2017

As specialist Customer Experience recruiters we’ve dealt with many sectors across the UK over the last five years – among them financial services, utilities, publishing, education, health & wellness and facilities management. In all these sectors, the process of recruitment provides a surprisingly clear window into a business, capable of leaving a lasting impression on candidates, successful or otherwise. .

Journey mapping 57

Journey mapping Airlines Education Feedback 57