Steve DiGioia

NOVEMBER 13, 2017

…here’s 7 ways to get you started This original article was written by Steve DiGioia. You still haven’t learned how to speak up, huh? Maybe you’re just afraid of confrontation? I know, you don’t want to offend anyone, right? Don’t want to come across as too assertive or even aggressive; what’s the difference anyway? The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers.

Customer Service 387

Customer Service Customer Experience Personalization 387

Beyond Philosophy

NOVEMBER 13, 2017

After my wife Lorraine and I ordered dinner in a restaurant the other night, I decided to have a glass of wine. Now, where was our waiter? I looked around and realized I didn’t have a clue what he looked like. So I asked Lorraine. “Do you see our waiter?” She craned her neck and then shrugged. It seems neither of us could remember the face of the fellow who had, just moments before, told us about the night’s specials in great detail.

Consulting 335

Consulting Consulting Banking Customer Experience 335

Myra Golden Media

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. Viewers learn 3 Keys for a Friendly Customer Experience: Never Correct a Customer, Pacing a Customer’s Sense of Urgency and Acknowledging Concern.

Customer Experience 273

Customer Experience Customer Service 273

Call Center Weekly

NOVEMBER 13, 2017

By Sean Hawkins If you want your staff to be engaged, they must first be involved! I constantly seek opportunities to allow people to work and grow in areas other than their current role. We often talk about removing silos between departments, yet many employees remain siloed in their roles. That should not be the case. 1. Get them involved On a daily basis, I am given a suggestion of some sort.

Entertainment 159

Entertainment Feedback Government Contact Center 159

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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.

TechSee

NOVEMBER 13, 2017

“Gareth! Coffee! Now!” On a cold mid-winter morning in 2030, I’m snarling at Gareth as the robot scans my espresso-maker. His chest screen displays details about the internal adjustments he’s about to make, adjustments that his display told me to make weeks ago. “You realize this going to delay me by at least five minutes,” I complain.

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Engineering Technical Support Call Center Technology 154

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings. Here is the executive summary of the report: The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 0

Contact Center contact center workforce Customer Experience 0

VocalCom

NOVEMBER 13, 2017

As the use of mobile devices and social media continues to grow, you might think that the days of email are over. In reality, the opposite is true: Email remains a popular form of communication and a viable channel for business. According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. So what should your brand do to create optimal email marketing campaigns?

Marketing 48

Marketing Contact center software Upselling B2B 48

NICE inContact

NOVEMBER 13, 2017

Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can help.

Contact Center 48

Contact Center contact center workforce Customer Experience 48

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

VocalCom

NOVEMBER 13, 2017

As the use of mobile devices and social media continues to grow, you might think that the days of email are over. In reality, the opposite is true: Email remains a popular form of communication and a viable channel for business. According to BtoB Magazine, 59% of B2B marketers claim that email is their most effective channel for generating revenue. So what should your brand do to create optimal email marketing campaigns?

Marketing 48

Marketing Contact center software Upselling B2B 48

CafeX

NOVEMBER 13, 2017

Artificial intelligence (AI) and chatbot integration are transforming customer service, enabling live support agents to add more value but how is ROI calculated? Here's a 3-step model to redirect customer conversations from higher to lower cost channels.

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Chatbots Customer Service 48

DMG Consulting

NOVEMBER 13, 2017

The Transforming World of Workforce Optimization . Workforce optimization (WFO) suites are undergoing a major transformation to align better with the needs of the digital economy. Changes are happening in many components of WFO suites. At the core application level, recording solutions are transitioning from hardware-based recorders to software-based solutions, to expand system capacity and eliminate the need to pay for and manage a large number of servers.

Enterprise 48

Enterprise Contact Center Consulting Consulting 48

ShepHyken

NOVEMBER 13, 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. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. (CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

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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

DMG Consulting

NOVEMBER 13, 2017

Question: Our contact center agents in customer service and technical support are being asked to up-sell and cross-sell. How do we help them become comfortable with this change and be effective? Answer: Agents in traditionally “non-sales” contact center roles are frequently asked to sell, due to evolving customer experience standards. Although a business may consist of separate contact center roles and departments for sales, customer service, technical support, etc., customers increasingly expec

Technical Support 48

Technical Support Contact Center Coaching Customer Service 48

Verint

NOVEMBER 13, 2017

A recent Newsday article spotlighted Verint CEO Dan Bodner describing how artificial intelligence will help shape the future of customer service. In a keynote address last week at a conference hosted by the Center of Excellence in Wireless and Information Technology (CEWIT) at Stony Brook University, he said that consumers are demanding easy and productive interactions when they contact a company.

Wireless 32

Wireless Virtual Agent Customer Service Banking 32

Inbenta

NOVEMBER 13, 2017

How did people find answers before the internet? Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. And yet humans somehow managed to exist before the World Wide Web was created in 1989.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

Talkdesk

NOVEMBER 13, 2017

San Francisco had a busy week at Dreamforce 2017 last week. Talkdesk had a great time showing off our intelligent contact center technology and sharing ideas for the future of the industry. Here’s a quick rundown of some of Talkdesk’s activities from Dreamforce 2017: #1: Gadi Shamia shared five crazy ideas for transforming customer experience to a packed breakout session.

Contact Center 4

Contact Center Sales Analytics Coaching 4

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!

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Aspect

NOVEMBER 13, 2017

As Shakespeare said in As You Like It : “All the world’s a stage, and all the men and women merely players”. While professional Hollywood actors win acclaim and awards for their skills, including subtle changes in speech, tone and facial expressions in order to convey genuine emotion, customers instead expect to be similarly understood and listened to by brands, every single day.

Analytics 71

Analytics Interactive Voice Response Self service Quality management 71