Tue.May 30, 2017

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Amazing Business Radio: Nick Friedman

ShepHyken

Nick Friedman Explains What It Takes to “Move the World”. How can you create a purpose-driven, values-based, socially-conscious company that can deliver both success and significance? Shep Hyken interviews Nick Friedman, co-founder of College Hunks Hauling Junk and Moving about how to develop a customer-focused, values-based company that can benefit you, your employees and your customers.

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5 Ways to Get More Out of Your Agent Training

Contact Center Pipeline

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent training doesn’t always seem possible. Contact centers are notorious for being extremely busy and agent time is closely monitored to ensure that customers’ calls are promptly answered.

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3 Steps to Sustainable Customer Service Performance

CSM Magazine

Customer service is not just about how a representative reacts to an individual customer; it’s about how a company as a whole reacts to its customers on a long term, sustainable basis. “Sustainability” defines a process that can be maintained at a certain level indefinitely. Most recently, the term has been applied to energy production that involves renewable resources or does not harm the environment and thus, is sustainable.

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Four Top Trends for Contact Centers

Taylor Reach Group

By: Colin Taylor. . It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. Though many of the prognosticators may have the timing off, many of these trends will eventually impact on the center, but maybe not today, tomorrow or even in my lifetime, but sometime. .

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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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CX Competency: Customer Connectedness (Video)

Customer Experience Matters

Temkin Group has found that the only path to sustainable customer experience differentiation is to build a customer-centric culture. How? By mastering Four Customer Experience Core Competencies. This video provides an overview of one of those competencies, Customer Connectedness, where the goal is to infuse customer insight across the organization. Here Are Four Strategies For Customer Connectedness: Filed under: […].

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Will Customer Service Reps Be Replaced by Chatbots?

Topdown

Chatbots are rapidly proliferating across many industries, and their use is expected to continue to increase for the foreseeable future. Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. But while many companies, particularly enterprises, are eagerly adopting and deploying chatbot technologies for the obvious benefits of cost savings and customers’ convenience, many questions about their efficacy remain.

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Big Candy Customer Service: What’s Your Hook?

CSM Magazine

I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea. Notice I didn’t say expensive or fancy hotel. I used the word “great.” Sometimes you don’t have to be expensive or fancy to WOW the customer the way expensive and fancy hotels do.

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Financial Darwinism: Why Financial Call Centers Have Failed to Deliver

Uniphore

The Promise. Many years ago, the banking industry introduced the call center channel with the goal of lowering service costs and improving the overall customer experience. The plan was essentially to eliminate basic, low value transactions from the traditional banking branches banking, which would allow branch workers to focus on higher revenue-generating activities, while also providing customer service access around the clock.

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Clio Wins ICMI Global Contact Center Award for Best Culture

Toister Performance Solutions

Source: Clio. The International Customer Management Institute (ICMI) held it's annual Global Contact Center Awards ceremony on May 23 at ICMI's Contact Center Expo and Conference in Orlando, Florida. Clio, a leading provider of cloud-based legal practice management software, took home the hardware for Best Contact Center Culture. There are many things Clio does that give it's contact center an elite culture.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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ContactWorld named best contact centre solution in Top 10 Technology Awards

Vonage

We’re extremely pleased to announce that ContactWorld has been voted best contact centre solution in the 2017 Call Centre Helper Awards! A big thank you to everyone that voted for us. The Top 10 Contact Centre Technology Awards were founded to recognise the best products on the market and help contact centre managers make informed decisions about the technologies they invest in.

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Want to Know More About Machine Learning and AI?

Natalie Petouhof

Tweet Wondering whether you should invest in AI and Machine Learning? That’s a question that the most innovative companies are considering. Why consider it? One good reason is because your competitors have already started. If that doesn’t give you some reason to get motivated, I hope you get started before you are put out of business. To make sure that doesn’t happen, there are a few things to consider to help you start to explore an investment in machine learning.

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NEC and Frank Viola - "Raising a Family" - My Q&A on Frank's Retirement

Jon Arnold

37 years is a long time to be doing anything, and careers this long are unheard of these days in the corporate world. Frank Viola has had an amazing run at NEC , and I was lucky to be with him at their Advantage event earlier this month , when he announced his retirement. Another NEC stalwart we all know and love, Larry Kollie , made a similar announcement - there's a writeup in the works about that, so stay tuned - so, come June 1, there will be a major change of the guard at NEC.

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The Contact Center: Your Company’s Unsung Hero

Clarabridge

From onboarding to retention—Contact Centers handle customers during the most delicate points in their journey. They lead upset customers from frustration to elation. They engage with satisfied customers and make them feel appreciated. They de-escalate frustrating situations and play a key factor in customer loyalty. Most importantly, they understand that customer emotion is indicative of long-term results, and respond accordingly on behalf of your company.

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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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The ABCs of Dealing With Difficult People

CSM Magazine

People cannot be made to change their behavior. However, there are techniques that you can use to better deal with them when they are exhibiting difficult behavior. This is especially true when dealing with emotional situations. In such instances, it is helpful for you to maintain control of your emotions and get the other party focusing on underlying issues and resolution to them rather than arguing or disagreeing.

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The Importance of Customer Advocacy

Brad Cleveland Blog

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just released Lynda.com course to explain why.

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The Customer Experience Buyer’s Guide 2017

CSM Magazine

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience. But while some elements of a CX programme can be created and managed in-house, no company can be a jack-of-all-trades when it comes to the vast array of tools, technology and servic

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The Importance of Customer Advocacy

Brad Cleveland Blog

Customer advocacy refers to both how a company advocates for customers (doing what’s best for customers) and how customers advocate for companies (spreading the word about its products, services and brand). Both are vital to success today. Here’s a video from my just released Lynda.com course to explain why.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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11 TED Talks to Inspire Better Customer Support

Kayako

You’ve read all the classic books on customer service— Delivering Happiness by Tony Hsieh, How to Win Friends and Influence People by Dale Carnegie, and more. But now you don’t need to spend hours reading another book, unless you’d like that. Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes.

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How to Generate Hundreds of Leads from Quora

LiveChat

Quora is one of the most underutilized marketing platforms. With 40 million users and more than 300 million questions, it is one of the top social networking sites which is frequently used by thought leaders. Type a question related to your industry on Google, and the chances are that the first few search results would be Quora answers. For smart marketers, this the most important real estate on search engines.

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Three ways NameShouts can help Canadian universities prioritize diversity and inclusion!

NameShouts

Some call it the Trump effect, others see it as a sign of Canada’s rising rank in globally-recognized education — whatever the cause may be, Canadian universities are experiencing an influx of international students. With more students from diverse backgrounds coming in, Canadian universities must adapt to the challenge of creating inclusion. International students can find it hard to adapt to new surroundings — they find themselves alone, away from home, and sometimes encountering n