Myra Golden Media

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

Call Center 360

Call Center Customer Service Customer Experience Management 360

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Steve DiGioia

NOVEMBER 27, 2017

…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people. The worst traits of one’s personality show when presented with a “great deal” on a TV, toaster oven or pair of sneakers. Surely, Black Friday shopping brings out the worst in us.

Sales 223

Sales Personalization Customer Service Management 223

ShepHyken

NOVEMBER 27, 2017

Each week I read a number of customer service articles from various online 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. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. (Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?

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Customer Service Surveys Customer Experience 192

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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.

Comm100

NOVEMBER 27, 2017

rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology.

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Advertising Transportation Airlines Personalization 116

Amity

NOVEMBER 27, 2017

The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win” This is the heart of Customer Success. Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay.

SaaS 71

SaaS industry standards Upselling Education 71

SharpenCX

NOVEMBER 27, 2017

Customer service expectations are on the rise. The Millennial generation is redefining the ideal customer experience by pushing companies to offer support on social media, text, email and live chat. Baby Boomers, influenced by the ever-connected Millennial, are more immersed in technology and their desire to connect with brands digitally is also increasing.

Contact Center 64

Contact Center Customer Service Contact center software Technology 64

Influitive

NOVEMBER 27, 2017

Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th. We want to make.

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Customer advocacy Marketing B2B Customer Experience 53

SharpenCX

NOVEMBER 27, 2017

I recently discovered that my wife is working for a company, and neither of us realized it. To make matters worse, her working conditions are frustrating, it’s not a rewarding position and the pay isn’t all that great. [.]. Read More. The post Customer Service Lessons From My Insurance Company appeared first on Sharpen Contact Center Software.

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Customer Service Contact center software Contact Center Customer Experience 52

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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

Surveys

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

The Center for Client Retention

NOVEMBER 27, 2017

In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and founder of SmartGift. Monika and her unique concept and service offering got my attention. How many times do we ask ourselves, “I want to get a special gift for that special person – what should I buy?” Birthdays, graduations, anniversary, weddings, or just because.

Personalization 48

Personalization Marketing Technology Customer Experience 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

LiveChat

NOVEMBER 27, 2017

For new employees, talking with customers on chat can be a real nightmare. Not only do they need to get to know the product as fast as you can, but also need to learn how to deal with impatient customers. No matter how quick learner you are, you need to go through this road anyway. We’re aware of that, as we ourselves handle over 300,000 chats a year.

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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

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough. In this final part of my three-part series about improving quality management in the contact center, here is a framework that can help improve your contact center training programs and ensure that they are effective.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

Kapta Customer Success

NOVEMBER 27, 2017

“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Churn rate does of course directly show the percentage of lost customers in any given period of time – and is a major source of stress!

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B2B Customer retention Accountability SaaS 40

Inova Solutions

NOVEMBER 27, 2017

Here’s a vote for reporting the state of incoming phone interactions in real time. Any call center supervisor would welcome better visibility into the current state of the calls in the phone distributor, or ACD. Knowing at any given time how many calls are on hold, how long the oldest call waiting has been on hold, what the average speed to answer a call is, or which queue or skill group has the most calls backed up gives the center supervisor(s) the ability to make informed decisions and take i

Call Center 40

Call Center Customer Experience 40

Talkdesk

NOVEMBER 27, 2017

Now that your turkey coma has worn off it’s time to gear up for Cyber Monday. Once you’re done stocking up your shopping carts with gadgets, head over to the AppConnect store. We’ve got a special, limited-time deal from our AppConnect partner Simple Emotion exclusively for Talkdesk customers. Simple Emotion helps businesses improve customer satisfaction by analyzing words and tone of customer service conversations , providing key insights into the customer’s experience.

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Analytics Customer Service Contact Center Call Center 40

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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.

Self service

Solvvy

NOVEMBER 27, 2017

The post The Building Blocks Of Customer Experience appeared first on Solvvy.

Customer Experience 48

Customer Experience 48

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today.

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Surveys Construction Feedback Gamification 32

Fenero

NOVEMBER 27, 2017

Do you remember the last time you called an 800 number and experienced a challenge when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses? Did you provide the automated system with your account details and had to repeat it again for the customer service representative?

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Contact Center Accountability Customer Service Interactive Voice Response 9