ShepHyken

MAY 7, 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. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. (Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Customer Service 198

Customer Service CRM Customer Experience Marketing 198

Steve DiGioia

MAY 7, 2018

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).

Marketing 198

Marketing Customer Service 198

Call Center Weekly

MAY 7, 2018

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source. In a perfect world ingestion should run smoothly, however sometimes, just like people who get indigestion after binging on buffalo chicken pizza, ingestion has similar hiccups.

Analytics 120

Analytics First call resolution Technical Support Education 120

Lumoa

MAY 7, 2018

A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.

Customer Experience 98

Customer Experience Metrics Customer centricity Sales 98

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.

Omnicus

MAY 7, 2018

Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.

Customer Support 72

Customer Support Customer Experience Customer Service 72

Nexmo

MAY 7, 2018

How many times have you suffered through an awkward start to a conversation like this? Driver: Hello? Passenger: Hi…Steve? Driver: Yes. Is this Michelle? Passenger: It is. Sorry, I noticed… Driver: Hi, Michelle. Passenger: Hello. I noticed you were… I think most of us have experienced this at one time or another. In its most […]. The post Nexmo onAnswer Uses Precall Prompts for Smoother Call Experiences appeared first on Nexmo.

Customer Support 71

Customer Support Contact Center 71

Fonolo

MAY 7, 2018

A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting caller with agents.

Call Center 64

Call Center Abandon rate Contact Center Surveys 64

Customer Experience Matters

MAY 7, 2018

Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer

Customer Experience 68

Customer Experience 68

Ameyo

MAY 7, 2018

The first couple of weeks in April this year were more than just routine at Ameyo. Leaders across the functions had gathered to look back upon the year that went by, and to decide the priorities for next year. The marathon discussions sometimes went for more than 20 hours at a stretch. While there were a lot of priorities discussed, one that was unanimously accepted was “Focus on Channel Partners”.

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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

TeleDirect

MAY 7, 2018

Business process outsourcing. To some, BPO is an essential part of day-to-day operations, and also a critical component for more efficient business processes. To others, the term is somewhat of a mystery. How much do you know? Take the quiz below to find out. The post How Much Do You Know About Business Process Outsourcing? appeared first on TeleDirect.

Business Process Outsourcing 54

Business Process Outsourcing outsourcing 54

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. But what exactly are customers’ expectations today, and how have they evolved in recent years? Here are some important trends and statistics to keep in mind - and how to keep your business on the right track.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Revation Systems

MAY 7, 2018

Data analytics is a key component of many organizations’ strategy to improving customer service and internal processes and making decisions based on facts rather than instinct. When I say “many organizations,” I mean over half — 53 percent to be exact, according to Forbes. So what is data analytics? Tech Target defines it as, “the process of examining data sets in order to draw conclusions about the information they contain, increasingly with the aid of specialized systems and software.”.

Banking 48

Banking Analytics Accountability Surveys 48

RichCall

MAY 7, 2018

Collaboration for employees has long been the driver of ROI for innovative companies. Companies started using video collaboration to increase that ROI, and they can grow it even larger by using it with customers as well. The value of video collaboration. Companies use video in collaboration, because it helps them: make faster decisions. improve employee decisions. provide a more personal experience. improve teamwork within and across departments. exchange ideas seamlessly.

Contact Center 45

Contact Center Personalization Technology Customer Support 45

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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

CSM Magazine

MAY 7, 2018

IT services providers emphasize the creation of UX design as it’s one of the key criteria that make customers appreciate an application or a system. But what about the pre-project stage of software development? Not everybody realizes that design can be crucial for the project in its initial phase. Human beings perceive most of the information through their eyes.

Healthcare 45

Healthcare Feedback Consulting Consulting 45

Ann Michaels and Associates

MAY 7, 2018

Why are customers willing to pay more for a better experience? In a recent study called “ The Disconnected Customer : What digital customer experience leaders teach us about reconnecting with customers” by Capgemini, a significant gap was found between how businesses and consumers perceive the quality of their customer experience. Of the organizations surveyed, only 3 out of 10 match customer expectations.

Customer Experience 40

Customer Experience Surveys Sales Management 40

Jon Arnold

MAY 7, 2018

Most webinars I do are recorded live, so it's important to know the date if you want to participate. This time around, I was involved doing an on-demand webinar, and like the podcasts I do with BCStrategies, there's no live audience. We record the session as if it was live, and make it available on demand soon after. For the above-titled webinar, I was the featured presenter, and following my talk, I was joined by Randy Carter from Genesys for an interactive dialog about the topic.

Contact Center 40

Contact Center 40

CSM Magazine

MAY 7, 2018

CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part! Your input will help provide a year-on-year industry analysis as well as an overview of the trends, challenges and investment priorities for the next 12 months. The insights will help you identify the leaders and laggards within the market, and how to stay ahead of your competitors.

Surveys 40

Surveys Customer Experience Marketing Customer Service 40

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

VocalCom

MAY 7, 2018

Companies these days feel the pressure to respond quickly to customers. As messaging apps and social media continue to grow in popularity for customer service, your brand might question if channels such as email are still attractive to customers. According to a report by eConsultancy, 60% of customers indeed prefer support via email. In fact, when email is managed through a single integrated solution, agents can respond quickly and move seamlessly between channels as needed.

Customer Service 48

Customer Service Contact center software Surveys Contact Center 48

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. 5/2/2018. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Knowledge Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

aircall

MAY 7, 2018

Imagine Michelangelo without his chisels. Martin Luther without the printing press. Annie Oakley without her rifle. Imagine the Cleveland Cavaliers without Lebron. Sales and support reps that possess the necessary soft skills still need tools to realize their full potential. Understanding what’s possible (plus learning the techniques) will lead to more won deals and 5-star reviews.

Sales 90

Sales CRM Morale Analytics 90

aircall

MAY 7, 2018

Sales and support reps that possess the necessary soft skills still need tools to realize their full potential. Understanding what’s possible (plus learning the techniques) will lead to more won deals and 5-star reviews. Here are the phone skills to master for sales and support. Sales phone skills and the tech to help them thrive: You’re a smooth talker.

Sales 89

Sales CRM Morale Analytics 89

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

aircall

MAY 7, 2018

Sales and support reps that possess the necessary soft skills still need tools to realize their full potential. Understanding what’s possible (plus learning the techniques) will lead to more won deals and 5-star reviews. Here are the phone skills to master for sales and support. Sales phone skills and the tech to help them thrive: You’re a smooth talker.

Sales 48

Sales CRM Morale Analytics 48