ShepHyken

AUGUST 24, 2018

This week we feature an article by Wayne Turmel who writes about how to be successful with a remote customer service team. This is a new challenge that many employers are facing. – Shep Hyken. When you’re trying to serve your customers, your reps must be self-starting, relatively autonomous, and focused on their jobs. You probably also want them to help each other out, answer questions for one another, and share what works so that everyone can improve.

Customer Service 198

Customer Service Real estate Call Center Best practices 198

TeamSupport

AUGUST 24, 2018

Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.

Customer Service 71

Customer Service Morale Metrics B2B 71

Brad Cleveland Blog

AUGUST 24, 2018

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.

Contact Center 20

Contact Center Accountability Sales Call Center 20

Beyond Philosophy

AUGUST 24, 2018

Colin Shaw and Prof. Ryan Hamilton explore the study of customer emotions and how they influence customer experience and tendencies to buy. Explore the latest academic studies and how researchers have evoked specific emotions, what they mean, and how you can use them. The post How Do I Evoke Customer Emotions? appeared first on.

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Customer emotions Customer Experience 237

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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.

ProProfs Blog

AUGUST 24, 2018

We’ve all been there. After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Inaction, rudeness and failure to take ownership of their mistakes – these are just some of the negative approaches to customer success that have left a black mark on many organizations.

Customer Service 111

Customer Service Management Accountability Marketing 111

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. Topics discussed included: • Processes that can help drive customer retention. • SaaS metrics the CFO and CS leader both need to know. • The total financial impact of customer retention.

Finance 61

Finance SaaS Education Customer retention 61

GetFeedback

AUGUST 24, 2018

Arming your customers with self-service content saves everyone time and energy. Learn how to optimize your knowledge base for your customers' needs.

Customer centricity 60

Customer centricity Self service 60

SharpenCX

AUGUST 24, 2018

The role of the call center is changing. Your agents have been thrusted into the forefront of your organization. They have become the voice of your brand. They’re one part problem-solver, another part subject matter expert, with a dash of marketing pro mixed in. With so much growing and expanding in the industry, we thought [.]. Read More. The post What is First Call Resolution [Definition] appeared first on Sharpen Contact Center Software.

First call resolution 52

First call resolution Contact center software Contact Center Call Center 52

Global Response

AUGUST 24, 2018

This week’s Best Practices series, 5 Tips for Structuring a Successful Contact Center QBR (Quarterly Business Review), today provides its final tip, 5: Practice the Presentation. Thursday’s Tip 4 was: Map Your more. The post 5 Tips for a Successful Contact Center QBR. 5: Practice the Presentation appeared first on Global Response.

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Contact Center Best practices Accountability Management 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

Alorica

AUGUST 24, 2018

Cielito Merriam, Global Client Solutions Director in Longwood, Florida, calls herself a “lifelong learner,” and credits that outlook with helping her attain her goals. The key to being a lifelong learner is to also be a lifelong listener. If you’re able to really listen, you can focus on objectives and not be paralyzed by the status quo. Working her way up in the BPO industry, she started out as.

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pindrop

AUGUST 24, 2018

With convenience on the mind of most consumers, peer to peer payment apps are making it easy to transfer money to friends, family, or acquaintances. The money-transfer market is dominated by Venmo and Paypal, however, Zelle is quickly catching up , offering an alternative that is backed by U.S. financial institutions. Zelle is known for its pervasive nature, as a natural extension to a consumer’s existing mobile banking app and the speed it is able to offer funds transfers from account to accoun

Banking 45

Banking Accountability Call Center Personalization 45

Nuance

AUGUST 24, 2018

The Mercedes-Benz User Experience (MBUX), Mercedes-Benz’s new human-machine interface and automotive assistant with intelligent voice controls, is one of a kind – in more than one way: It got great reviews in the media, where people claimed the system was “smarter than the average Siri or Alexa,” as it understands and continuously learns the needs […] The post MBUX: An OEM-branded experience with Nuance at the core of the conversational features appeared first on What’s next.

Automotive 45

Automotive 45

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Management 40

Management Chief Customer Officer Best practices SaaS 40

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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

Ambs Call Center

AUGUST 24, 2018

An answering service is an off-site telecommunication service which many businesses invest in to manage their internal and external business communications when they are unable to answer the calls.

Answering services 40

Answering services Telecommunications Management 40

TeamSupport

AUGUST 24, 2018

Living in an era where there’s seemingly a statistic for everything, it can be difficult to truly understand the real value of each data point. You may look at your email count for the day, see it’s in the triple digits, and say “wow, I’ve had a busy day”. But on closer examination, half of the emails are holiday junk and a quarter are from a vendor who can’t get meeting invites right, leaving only the usual amount of “real” emails in your inbox.

Customer Service 40

Customer Service Morale Metrics B2B 40

CSM Magazine

AUGUST 24, 2018

In the United States, 46 percent of the workforce are minorities. Diversity within the workplace will only continue to grow as globalization has been shrinking the world for years. This is often mirrored in customer bases that span internationally due to the internet advertising and e-commerce. With these trends, it is important to hire a diverse group of employees to better relate to your consumers, strengthen relationships with your customer base, as well as provide better overall service to y

Advertising 40

Advertising Customer Service 40

LiveChat

AUGUST 24, 2018

Real estate is a people-driven business. To close a sale, face-to-face interactions are necessary. But increasingly, the initial communication between a real estate agent and a potential homebuyer happens online. Online communication has its benefits—speed, reach, ease of use. However, if something goes wrong, you could lose a customer long before they cross the threshold at your open house.

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Real estate Sales Consulting Consulting 45

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

Brad Cleveland Blog

AUGUST 24, 2018

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.” Their sales … Continue reading → The post Strategy Drives Structure appeared first on Brad Cleveland.

Contact Center 26

Contact Center Sales Call Center Customer Service 26

Brad Cleveland Blog

AUGUST 24, 2018

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group “consolidation.

Contact Center 20

Contact Center Accountability Sales Call Center 20