Wed.Aug 16, 2017

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What Type of Employee Are You? Room For Improvement?

Beyond Philosophy

How committed are you to your present employer? Are you wild about what you do or simply content in your position? Do you hate your job or are you ambivalent? It’s an important set of questions to consider. How you feel about where you work has a lot of influence on the job you are doing there. This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers.

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The Fish Is So Fresh It Hasn’t Even Thawed Out

ShepHyken

I’ll never forget having dinner with my close friends, Kim Tucci and the late John Ferrara, more than 30 years ago, at a fancy restaurant in Phoenix, Arizona. John’s twelve-year-old son, Ben, was also with us. The server came over to tell us about the specials and take our order. One of the specials was a seafood dish. Kim asked, “Is the fish fresh?”.

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Don’t Equate Silence with Satisfaction

Contact Center Pipeline

As a small or medium-sized business, it’s easy to get complacent. While the big guys scramble to stay ahead of the latest customer care trends, smaller companies move at a slower pace. With resources strapped and spread thin, it’s easy to postpone contact center upgrades. You don’t hear your customers complaining, and—as they say—if it […].

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Amazing Customer Service with Shep Hyken

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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The 2023 Verint Experience Index: Retail

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

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When Talk Beats Text: How Text to Speech Makes SMS Messaging More Effective

Nexmo

Imagine you have an urgent message for a family member. You send them a text telling them to call you right back. After 10 minutes without a response, you call them to deliver the news directly. You use a natural escalation of communication channels based on the urgency of your message and how critically you need […]. The post When Talk Beats Text: How Text to Speech Makes SMS Messaging More Effective appeared first on Nexmo.

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What is the Role of a Call Center Manager in a Changing Contact Center Landscape?

Aspect

I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Not only can this suggest underlying issues within your organization are negatively impacting customer experience, but it also disrupts workflows from top to bottom. Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions.

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CX Journey™ Musings: Should You Invest in Customer Experience?

CX Journey

Image courtesy of Got Credit ROI is still our favorite "three-letter word." Nothing wrong with that! It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Executives want to see hard numbers about any investments they make.

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The Seven Customer Experience Survey Habits of Companies that Give A Damn

Connecting the Dots

CCMC ~. Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. In its most recent white paper , CCMC identifies the seven customer experience survey habits of companies that realize return on their customer experience investments.

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A Complete Guide To Using Canned Responses in Live Chat

Provide Support

Canned responses guide. Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

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.

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Does Tweeting at Companies Really Work?

Connecting the Dots

CCMC ~. In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online. “There’s a cathartic benefit to those kinds of postings,” says Scott Broetzmann, who runs a Virginia-based customer service consulting firm called CCMC, “and the

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CX Institute eLearning Module Teasers

Customer Experience Matters

We recently introduced the CX Institute, which provides online training that creates a customer-centric mindset in employees across an organization. The CX Institute currently offers two eLearning modules, which can be deployed across a company or purchased individually: Customer Experience Foundations and Creating A Customer-Centric Culture. We just created these teaser videos to provide a sense of what’s in each course… eLearning Module: Customer Experience Foundations This interac

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The Seven Customer Experience Survey Habits of Companies that Give A Damn

Connecting the Dots

CCMC ~. Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. In its most recent white paper , CCMC identifies the seven customer experience survey habits of companies that realize return on their customer experience investments.

Surveys 48
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Opentalk 2017: Taking a Hands-On Approach to Agent Training

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

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The Open CCaaS Advantage Report

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.

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Does Tweeting at Companies Really Work?

Connecting the Dots

CCMC ~. In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online. “There’s a cathartic benefit to those kinds of postings,” says Scott Broetzmann, who runs a Virginia-based customer service consulting firm called CCMC, “and the

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Opentalk 2017: Taking a Hands-On Approach to Agent Training

Talkdesk

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Here’s more information on one of the videos available in this library. Taking a Hands-On Approach to Agent Training. Opentalk Session Host / Moderator: Jon Braga, Customer Experience, Innovator.

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Does Tweeting at Companies Really Work?

Connecting the Dots

CCMC ~. In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online. “There’s a cathartic benefit to those kinds of postings,” says Scott Broetzmann, who runs a Virginia-based customer service consulting firm called CCMC, “and the

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Is Your Back Office Causing Customer Dissatisfaction?

Verint

Customer satisfaction requires all parts of an organization to operate well together. A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the contact center, online self-service, mobile apps, etc.—but that is changing.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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New Technology: Leadership Is Essential

Brad Cleveland Blog

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.

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How An Automated Customer Service Email Saved Us 8 Unnecessary Replies

Kayako

Even if you’re the best writer or can provide detailed and helpful screenshots, emailing customers can go only go so far. This is why remote sessions are a vital ally in our support strategy. Sometimes you need to hop on a screen share to guide a customer to a solution. But that strategy can fall flat on its face when it takes 9+ replies, 3 days, and double booking customer calls to arrange a remote call.

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New Technology: Leadership Is Essential

Brad Cleveland Blog

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any new technology should be to support the governing principles and mission of your organization.