ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various 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. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. (LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 230

Customer Service Enterprise Engineering Contact Center 230

Call Center Weekly

JANUARY 29, 2018

By Diana Aviles The core part of Speech Analytics that sometimes gets lost amongst the high powered metadata and reporting functionalities are the audio insights themselves. The whole purpose of SA is to have the ability to analyze specific words and phrases mentioned in customer/agent interactions. To SA newcomers, I have found that once the dust settles from all of the extensive training, there’s this feeling of “What’s next for me?

Analytics 136

Analytics First call resolution Accountability outsourcing 136

Steve DiGioia

JANUARY 29, 2018

…so what’s stopping you? This original article was written by Steve DiGioia. Close your eyes. Imagine walking into a store and are immediately met by a pleasant employee with one goal in mind; to ensure you find the best product that suits your needs exactly as you wish. No need to look for help, she’s already there and knows the products like the back of her hand.

Sales 127

Sales Customer Service 127

West

JANUARY 29, 2018

Create great customer experiences. For an ever-growing number of businesses, that’s the golden goal — the El Dorado of customer care. But as new theories, technologies and market demands continue to sprout, business owners and leaders can soon find themselves enclosed by thick vegetation. Soon, the once-clear path has fallen out of sight. Fortunately, with a little guidance and by asking the right customer experience questions, you can cut your way through the foliage.

Customer Experience 70

Customer Experience Interactive Voice Response Contact Center Customer Care 70

Advertisement

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.

AskNicely

JANUARY 29, 2018

What do crime fighting, SaaS technology, real-time customer feedback and New Zealand all have in common? A lot, actually. Auror: Making the World a Safer Place with Data. Auror is a New Zealand-based SaaS company that provides real-time crime intelligence. In other words, they provide retailers and law enforcement agencies get the right information at the right time to help them solve crimes as quickly as possible.

SaaS 60

SaaS Benchmark Feedback Technology 60

Rant And Rave

JANUARY 29, 2018

There are employees who get it and are highly motivated; they understand what their roles are and what is expected of them. But at the other end of the spectrum, there are other employees who don't get it.

Employee engagement 60

Employee engagement 60

CafeX

JANUARY 29, 2018

Is your organization wondering how or when to add articial intelligence (AI) to customer engagement? Chatbots *are* AI and now *is* the time to integrate bots. Here's how to do it, without fear.

Chatbots 54

Chatbots 54

Aspect

JANUARY 29, 2018

Mobil und vernetzt – das sind zwei der wesentlichen Kennzeichen der Kundengeneration von heute. Damit im Zusammenhang steht auch die Erwartung, dass Informationen schnell und vor allem bequem verfügbar sind. Kaufentscheidungen werden schneller getroffen – was für Unternehmen von Vorteil sein kann, sie aber auch vor neue Herausforderungen stellt, wenn es um den Aufbau und die Pflege von Kundenbeziehungen geht.

Self service 48

Self service Banking Customer Service Customer Experience 48

CafeX

JANUARY 29, 2018

Is your organization wondering how or when to add artificial intelligence (AI) to customer engagement? AI is a misused term.

Chatbots 48

Chatbots 48

Advertisement

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

CSM Magazine

JANUARY 29, 2018

Dealing with upset customers is like feeding bears. Most will be happy you’re there, but a few will get upset if you don’t give them what they want. When things go wrong, how well is your team equipped? Based on my experience of with dealing with stressed customers I’ve put together this list of six frequently asked questions about how to deal with internet trolls and regain lost trust with upset customers.

Customer Service 40

Customer Service Personalization Management 40

Uniphore

JANUARY 29, 2018

Annoying notifications, complex registration and freezing are the top three reasons for uninstalling mobile apps, according to an Appiterate survey, so it's no wonder that most people use only about five of the apps on their mobile, and ignore the other thirty or so. I personally couldn't live without 7-8 apps, but I rarely touch the rest. Read More.

Surveys 24

Surveys Personalization 24

CSM Magazine

JANUARY 29, 2018

If a company is to be truly effective, the organizational chart should be upside down with the leader on the bottom. His or her role should really be to encourage, empower, and energize their team to perform at their best. In addition, they need to provide their staff with the proper resources, training, and coaching. A critical issue is that many leaders get bogged down with a multitude of things, including dealing with stockholders, monitoring competitors, etc.

Coaching 40

Coaching Consulting Consulting Enterprise 40

Dialer 360

JANUARY 29, 2018

What a great saying by Steve Boobs “Get closer than ever to your customers. So close that you can tell them what they need well before they realize it by themselves.” Your call center works in a demanding environment where you need to manage thousands of calls each hour? While is it difficult maintaining a high standard of customer services? Customer satisfaction is a cornerstone of all businesses, a large part of what keeps customers loyal or sustain them with the product and makes your busine

Call Center 22

Call Center Metrics Surveys Customer centricity 22

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

CSM Magazine

JANUARY 29, 2018

There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. A company that values its customer’s business may set up a designated customer support team for complaints and feedback, but a customer centric company will put the needs of customers at the forefront of operations and ensure that all members of the team are on the same page.

Customer centricity 75

Customer centricity Accountability Scripts Feedback 75

Mindtouch

JANUARY 29, 2018

It feels like we content creators have lost sight of the human element. Maybe it began when we started to look at search engine optimization (SEO) and keyword analysis as artificially established sets of rules. Keywords as a prescribed list of words we had to chase in order to win, grow, conquer. Just look at the terms “SEO” and “keyword analysis.” Where’s the humanity!?

Engineering 59

Engineering Best practices Analytics Customer Experience 59

VocalCom

JANUARY 29, 2018

While technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service. For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. According to the Customer Experience Executive Report by CCW Digital, 70% of customers consider FCR the most important factor when interacting with a company, yet only 10% of companies believe they excel at its delivery.

Contact center software 88

Contact center software Scripts Contact Center Feedback 88