CSM Magazine
JUNE 28, 2019
J eff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors. “I wish some of my team members would think more before they speak.” This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training. She continued, “They inadvertently share more than our customers need to hear.
Beyond Philosophy
JUNE 28, 2019
I get surprised sometimes by how many qualifications and degrees people list at the end of their name. Some of them might go on for half an hour! I find myself wondering why they want me to know all that. However, I often refer to the fact that LinkedIn recognizes me as one of the top 150 business influencers. I am proud of that. It occurred to me that it is the same thing.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Avoxi
JUNE 28, 2019
Call queue management is the oversight of call queues to make sure customer wait time is minimal, while also ensuring fair workload distribution to the agents working. When done correctly, good call queue management can lead to reduced wait times and overall better customer experience. What is Call Queuing? A call queue, also known as… The post What is Call Queue Management?
Beyond Philosophy
JUNE 28, 2019
How Can We Measure Customer Emotions in Our Digital World. When you think about the Olympic medalists on the podium during the awards ceremony, who do you think is happier, the silver medalist or the bronze? Objectively, you might say the silver medalists because, after all, they came in second and the other competitor was third. Objectively, the silver medalists had a better outcome and should be happier.
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.
ShepHyken
JUNE 28, 2019
This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ProProfs Blog
JUNE 28, 2019
Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting. While innovative at the time the idea was introduced, the sales funnel has changed a lot with technology.
CSM Magazine
JUNE 28, 2019
Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem. Here are three ways you can prepare your employees to de-escalate so you can take a little stress out of everybody’s life. 1.
Provide Support
JUNE 28, 2019
Whenever your customers contact you they can share their ideas and offer suggestions. This information is valuable both for business development and customer experience improvement. Your customers show your flaws and suggest where you need to work harder to bring your products or services to perfection. In fact, according to Microsoft research 52% of people around the globe believe that companies need to take action on feedback provided by their customers.
delighted
JUNE 28, 2019
Net Promoter Score (NPS) is a key indicator of customer satisfaction, as well as a strong predictor of future growth. To improve your customer experience (CX), having the right tools to get you the information you need about the people who shop with you is essential. As Cassie Layton, Head of Marketing at Happy Returns , says: “The NPS program is the most immediate and comprehensive ‘eyes and ears’ we have for understanding customer satisfaction.”.
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.
Avoxi
JUNE 28, 2019
Request Demo Talk to an Expert Contact Us If you’ve found this article, you’re probably curious about the ins and outs of call monitoring-- and you’ve come to the right place! We all know that call monitoring is used by companies all the time, but how, or why? Or maybe, you’re looking for call monitoring… The post What Is Call Monitoring? appeared first on AVOXI.
ChurnZero
JUNE 28, 2019
4 Customer Success Lessons That You Can Learn From Playing Tetris. I’ve never considered myself a gamer. While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. Our time has never been more valuable, and between all of our personal and professional engagements, it can be hard to partake in leisurely activities like gaming.
CallSource Insights
JUNE 28, 2019
Millennials optimize the online car buying process more than any previous consumers. What does this mean for dealers? It’s no secret to car dealers that the process of car selling is ever-changing. Besides the evolution of automobiles themselves, there is also another important factor changing in the industry—the customer. As the largest call tracking company in the world and having worked with auto dealerships for over 20 years, CallSource sees all the trends in the automotive marketing space—s
Advantage Communications
JUNE 28, 2019
We live in an immediate world, where almost everything we want is at the click of our fingertips - and the customers of your business are no different. Customers want fast and efficient customer service , with the least amount of effort involved. If your customer service team is unable to deliver the desired assistance, one of the key signs that you are falling short will be that your company is receiving too many repeat complaints and phone calls from the same customers.
Advertisement
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.
Unymira
JUNE 28, 2019
Contact Center Week 2019 has come to an end in Las Vegas and Unymira had another great show.
VirtualPBX
JUNE 28, 2019
Have you explored how SIP Trunking can help your business? In most cases, SIP Trunks offer superior cost-savings and flexibility when running an on-site PBX. In this infographic, we highlight the distinct benefits you can expect from award-winning VirtualPBX SIP Trunking service. Manage call loads without burdensome hardware maintenance or costly PRI phone lines.
Talkdesk
JUNE 28, 2019
You spend a lot of time with your coworkers, sometimes more than with your family, so why not count them as friends? Having friends at work has been shown to increase employee engagement, performance, confidence in employees’ work abilities, and more. With all these reasons, it’s clear why being friends with your coworkers is a good thing. Here are five simple ways you can start elevating your workplace friendships. . 1.
Infinity
JUNE 28, 2019
Just when you think you’ve understood a market, it can totally change. We’re seeing millennials (long laughed at as broke students glued to their phones) growing up into a powerful, diverse spending force in the market, Generation Z eschewing traditional social media channels that brands have spent the last decade building up, and the global awakening of people on green matters.
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!
Stratifyd
JUNE 28, 2019
Estimated reading time: 2 minutes. Advanced filters. Stratifyd's interactive nature allows you to drill down into your data just by clicking on what you see. We've extended our drill-down capability by adding in advanced filters so that you can easily get to the data that is most important to your analysis. Raw data export. Exporting data can now be done directly from the data tab.
inmoment
JUNE 28, 2019
What do you think of when you hear “radical innovation?” When you look past the buzzwords, you’ll find an idea that is at the heart of technology—the idea that humans can create something that breaks the mold and changes the way we complete tasks in everyday life. . The theme of this year’s Forrester CXNYC conference was “Changing the Game—Leading Radical CX Innovation,” and since then, I have found myself thinking more and more about what radical innovation looks like in our space.
CSM Magazine
JUNE 28, 2019
In the old days – and even in modern times – if a customer wanted help or support, they picked up the phone and called for help. A (hopefully) friendly and competent customer service professional, also known as an agent or representative, would answer the question or resolve the problem. Today there are many ways to connect with a company. There’s the traditional phone call, email, messaging, instant chat, social channels like Twitter and Facebook, and many more.
Stratifyd
JUNE 28, 2019
Advanced filters. Stratifyd's interactive nature allows you to drill down into your data just by clicking on what you see. We've extended our drill-down capability by adding in advanced filters so that you can easily get to the data that is most important to your analysis. Raw data export. Exporting data can now be done directly from the data tab. You can easily select which fields to include (or exclude) from your export so that you only get what you need.
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.
NICE inContact
JUNE 28, 2019
Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.
TeamSupport
JUNE 28, 2019
Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more. If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed?
CSM Magazine
JUNE 28, 2019
J eff Mowatt highlights some oversharing blunders that annoy customers and limit the careers of customer service advisors. “I wish some of my team members would think more before they speak.” This was the comment made by a senior HR manager of a construction company where I was brought in to conduct some customer service training. She continued, “They inadvertently share more than our customers need to hear.
Expert insights. Personalized for you.
45 
Let's personalize your content