ShepHyken

MARCH 14, 2018

You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again.

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Wait times Customer Service Personalization Management 271

Call Center Weekly

MARCH 14, 2018

How can tone, in written form, affect customer experience? The tone you use in your writing to customers—whether in email, live chat, social media, or text—can make or break the customer experience. If your company’s marketing brand voice is fun and friendly, but your customer service voice is scoldy, scripted, or legalistic, you’ll be giving customers a bad, or at least a confusing, customer experience.

Scripts 136

Scripts Marketing Customer Experience Customer Service 136

Contact Center Pipeline

MARCH 14, 2018

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high cost of agent turnover and the subsequent need to improve agent retention and engagement. While this has been a challenge in contact centers for some time, there are new aspects […].

Customer Experience 113

Customer Experience Contact Center Call Center 113

Aspect

MARCH 14, 2018

Last Thursday on International Women’s Day I attended the Washington University’s Olin Business Schools – St. Louis Leadership Perspective | The “She” Suite: Celebrate International Women’s Day with Women in the C-Suite and in Leading Roles. While there I was reminded, once again, just how valuable community events like this are and how they absolutely make me a better leader, mother, friend and colleague.

Technology 104

Technology Analytics Personalization Management 104

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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.

Kayako

MARCH 14, 2018

In all the best practices and how-to’s, it’s easy for a small business to get lost with applying every customer service tip. You don’t have the budget of Amazon or the resources of Nordstrom. Forget a 50-person department dedicated to customer support – you don’t even have fifty employees, period. Does that mean tiny businesses don’t have what it takes to provide amazing customer support?

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Customer Support Best practices Benchmark Metrics 86

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. Fellow passengers state the family told her there was a dog inside the carrier, but the attendant insisted the carrier be placed in the overhead compartment.

Airlines 73

Airlines Customer Experience Personalization Customer Service 73

OctopusTech

MARCH 14, 2018

One doesn’t require to be a marketing expert himself to understand the crucial role the customer support plays in any business and as we all know, action speaks louder than words, your customers are the ones who will spread the word about your business and help you grow your customer base once you start providing them quality support service. Nowadays, many e-commerce companies have been adding in-app chat services in order to solve customer queries in real time rather than having them search fo

Call Center 59

Call Center Sales Customer Care Customer Support 59

Mindtouch

MARCH 14, 2018

Maintaining a competitive edge in a call center is very much tied to the customer, and customer preferences are an ever-changing matter. The ways we measure efficacy—with customer success KPIs like CSAT and NPS® , for example—ultimately reflect the kind of experiences we deliver when our customers seek support. This leaves support teams with the difficult task of continuing to deliver quality across all channels.

Call Center 54

Call Center Self service CRM Contact Center 54

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Brainstorm ideas based on issues reported from the customer service department. Tap into the knowledge and experience of the call center agents for some unexpected results.

Consulting 52

Consulting Consulting Call Center Calibration 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

Provide Support

MARCH 14, 2018

4 Dimensions of Customer Trust. Put simply, high trust is a dividend; low trust is a tax. In fact, in our increasingly low-trust world, trust has literally become the new currency of our global economy. — Stephen M.R.Covey. Digital innovation has transformed today’s business world: it has changed business environment and performance, as well as the whole landscape of customer choice.

Customer Service 54

Customer Service 54

Outsource Consultants

MARCH 14, 2018

Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article , Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons: Big data and social analytics are usually lagging indicators.

Call Center 52

Call Center Surveys Telemarketing outsourcing 52

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. Author: Neil Cox Banking, like many other sectors, is undergoing a period of disruption and change. Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies.

Banking 49

Banking Customer Experience Multichannel Government 49

Influitive

MARCH 14, 2018

Spring has sprung, and you know what that means… spring cleaning is in full swing! While you’re sweeping out cobwebs at home, don’t forget to give your advocate marketing program a deep clean too. Freshening up parts of your AdvocateHub that you haven’t looked at in a while (no judgement!) will make it easier to.

Marketing 51

Marketing Best practices B2B Customer Experience 51

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

MicroAutomation

MARCH 14, 2018

The race for location accuracy to 2021 is on! Back in 2015, the FCC passed a rule requiring carriers to deliver more accurate location data for 80% of calls by 2021. What seemed to be a pie in the sky is slowly becoming a reality. US regulators caution that 10,000 lives could be saved each year if the 911 emergency dispatching systems were able to get to callers one minute faster.

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Cisco - Contact Center

MARCH 14, 2018

Teamwork is absolutely important, but even if you come up with the best product or service on the planet, it’s your customers who can make or break your business. So, let’s talk about contact center.

Contact Center 46

Contact Center Enterprise Customer Care 46

Customer Experience Matters

MARCH 14, 2018

We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS). Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that: Patients are most likely to feel relieved.

Customer Experience 44

Customer Experience 44

Rant And Rave

MARCH 14, 2018

Defining and shaping a strong company culture is considered a hugely important factor to the success of your business. Examples of corporate culture permeate all areas of the business from staff uniforms, to the office colour scheme and from the mission statement to how you incentivise and reward staff.

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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

Talkdesk

MARCH 14, 2018

Three talent trends emerged from Deloitte’s 2017 global contact center survey that point to the need to rethink the way contact centers handle staffing. When asked about upcoming talent initiatives, contact center executives identified three major priorities for the next two years: using analytics to better align staff (73%), expanding training programs (63%) and deploying flexible work arrangements (53%).

Contact Center 40

Contact Center At home agents Coaching Contact center software 40

Verint

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. And we’re not letting up in 2018—we’re full speed into the year and more committed than ever. Our latest customer feedback gathered by our CX team only reinforces this point. Overall satisfaction with product has increased by seven points this past year—and has risen to the highest ranked key area measured!

Consulting 28

Consulting Consulting Feedback Metrics 28

Comm100

MARCH 14, 2018

There are many different types of sales letters and emails. And a quick internet search will show you that there are many different approaches you can take to writing them. Whether you’re writing business-to-business (B2B) or business-to-consumer (B2C), here’s what to consider when preparing your own sales letter or email. This blog post is the first part of a 3-part series: 5 Things to Consider Before Drafting Sales Letters and Emails.

Sales 41

Sales B2C B2B Scripts 41