Fri.Jun 01, 2018

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Are You Making The Right Decisions?

Beyond Philosophy

Can you tell me the average length of a rain poncho without Googling or asking Alexa? Don’t worry, few people can. Nonetheless, it is a critical piece of information when you want to buy a rain poncho and need to choose a size. Without it, however, you can still make a decision—and as customers we often do this—by simply substituting in another question and answering it.

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Guest Blog: Things to Consider Before Buying a Live Chat Software

ShepHyken

This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. “Your most unhappy customers are your greatest source of learning” – Bill Gates , Microsoft Founder. Every business aims to delight their customers.

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Everything You Need to Know About Texting with Customers

Myra Golden Media

In this video, taken from my online customer service training suite, I answer the questions I’m asked most often about what’s appropriate for business texting. We’ll look at everything from grammar in text, to emojis, to what to do if you get a prank text. Watch the short video, and use it in your own customer service training. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time.

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Critical Steps For a Successful CX Implementation

Beyond Philosophy

All the theory is great but implementing a successful CX program is vital. Colin Shaw and Professor Ryan Hamilton discuss exactly how do you do that…and the key steps to take. The post Critical Steps For a Successful CX Implementation appeared first on.

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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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?? ?? Top Takeaways From Mary Meeker's Internet Trends

Branch Mesenger

It sounds weird to be excited about a slide deck, but each year there's one that stands out: Mary Meeker's Internet Trends Report. Yesterday, the 2018 version of the Internet Trends Report was unveiled by Mary Meeker, partner at Kleiner Perkins Caufield & Byers and former Wall Street securities analyst, at the Code Conference in Rancho Palos Verdes, California.

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Chatbots: Creating a Better Experience? It’s a Piece of Cake

Aspect

Last week, a popular grocery store in the southeastern United States made national news over a cake order. A proud mother used the online ordering system to request a custom cake. The cake was supposed to read: “Congrats Jacob! Summa Cum Laude class of 2018.” The online tool censored a word on the cake it deemed obscene, replacing it with three hyphens.

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How FreshGrade Creates Strong Learners

FreshGrade

We recently had a chance to sit down with Gaila, a Grade 9 and Grade 10 teacher, and Jo, an Associate Principal from the Hillsboro Independent School District, Texas. They spoke with us about how FreshGrade makes a positive contribution to students’ learning. Going Paperless. Most districts in Texas are still paper-oriented in their approach to capturing learning.

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The 7 Roles that Benefit from Call Recording

OrecX

By recording your conversations with customers, you are generating an invaluable piece of intellectual capital, which you can use to assess the customer experience, ensure PCI and HIPAA compliance, resolve disputes, verify orders and even uncover critical sales and marketing intelligence. In fact, call recording can add value to almost every area of your business.

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How To Organize Support For Your Contact Center Applications

Aria Solutions

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences. Most contact centers organize support around siloed applications, having one team that supports the voice channel and a separate team that supports social channels, like Facebook.

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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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Why a World Record-Setting Mentality is Critical in Customer Experience

Avaya

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training. If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait

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How To Organize Support For Your Contact Center Applications

Aria Solutions

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences. Most contact centers organize support around siloed applications, having one team that supports the voice channel and a separate team that supports social channels, like Facebook.

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Shared Call Center Solutions Creating Momentum for SMEs

Grupo Noa

Ideally, a firm that does not receive an excessive high volume of calls should go for shared call center route. It is not only effective and influential but faster in operation too. According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

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How To Organize Support For Your Contact Center Applications

Aria Solutions

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences. Most contact centers organize support around siloed applications, having one team that supports the voice channel and a separate team that supports social channels, like Facebook.

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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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3 Predictions for Adobe’s Acquisition of Magento

iCiDIGITAL

If you don’t already know that digital experience giant Adobe has acquired the ecommerce specialist Magento for $1.68B, it might be time to stop enjoying that fresh air and get back on Twitter. There has been plenty said across the industry about how this move closes the customer experience loop for Adobe and makes them a formidable competitor to SAP, Oracle and Salesforce.

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Next Stop - Los Angeles and Ribbon Communications

Jon Arnold

Got industry events happening during the next two weeks, so it's travel time again. On Sunday, I'm flying to LA for Perspectives18, the annual confernce for Ribbon Communications. I've been to a few of these, but this marks the first Perspectives event under the Ribbon name, since the merger between Genband and Sonus happened shortly after last year's event.

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Improve Your School Through Leadership

CSM Magazine

Whether you’re a teacher or an administrator, you have the ability to help your school by cultivating leadership skills and becoming a formal or informal leader. While school administrators have the opportunity to improve their schools through a purpose and a vision for their institution, teachers also have a leadership role to play. That’s because teachers tend to stay with their schools much longer than administrators, often for their entire careers; this longevity allows them to carry the ins

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Prioritizing Service Improvements

Brad Cleveland Blog

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?

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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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The case for Live Chat on your website

Peter Lavers

Welcome to guest blogger Josh Wardini, who makes a compelling case for live chat and introduces a great “101 reasons” infographic. Online shopping comes with a lot of positives, but also some negatives, the most important of which is that customers are disconnected from a staff member who can help them with questions in real time. That’s where live chat software comes in.

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Prioritizing Service Improvements

Brad Cleveland Blog

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources that range from social posts to surveys to operational metrics. So, which issues do you tackle first?

Metrics 20
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A Consistent 98% Customer Satisfaction (CSAT) isn’t Difficult to Achieve

CSM Magazine

Customer satisfaction is what differentiates you from your competition. I catch myself saying this pretty often to my colleagues and to my readers. Customer satisfaction, has gained a lot of importance in the last few years. Customers have begun to expect a lot more from companies and brands than just a trouble-free purchase. With plenty of companies sprouting every other minute, customer loyalty is a hard win.

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