ShepHyken
APRIL 10, 2018
Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. . Top Takeaways: Lars explains how marketing is often based a company’s budget, not the kind of work or product they delivered.
Contact Center Pipeline
APRIL 10, 2018
Interviewer: What are your greatest strengths? Answer: I will work hard for you and I know what I’m doing. Go ahead, ask me anything! Interviewer: Okay, what are your greatest weaknesses? This is not the interview part I prefer (does anyone?), but it’s a fair question we should all expect at some point. I’m humbled […].
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Call Center Weekly
APRIL 10, 2018
By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs. But what if the problem is a bad customer? There is no tutorial on how to be a great customer, and subsequent interactions will likely mirror the previous ones.
TechSee
APRIL 10, 2018
As businesses increasingly realize that leveraging the power of technology creates a clear competitive advantage, the future of the BPO industry has become dependent on its willingness to adopt new growth and BPO technology trends that will serve as a value multiplier for their offerings. BPO Technology trends: Blessing or Curse? Many BPOs that have built the core of their businesses on the provision of human labor or Full Time Equivalents (FTEs) are wary of automation and its outcome.
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Customer Guru
APRIL 10, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
aircall
APRIL 10, 2018
The report reflects the experiences and opinions of 475 U.S. respondents from a wide array of organizations. Key topics include: Strategic objectives & obstacles. Top tracked metrics. Most used channels. Employee development plans. The post Aircall’s 2018 Customer Support Strategy Survey (Full Report) appeared first on Customer Experience & Cloud Call Center | Aircall Blog.
SharpenCX
APRIL 10, 2018
As a contact center supervisor, your plate is full. You’re responsible for agent development, maintaining service levels, policy reviews, various administrative tasks, and the list goes on. On top of it all, you’re expected to stay up to date with industry best practices and continually develop your personal skill set in order to remain a [.]. Read More.
AskNicely
APRIL 10, 2018
When it comes to delivering amazing customer experiences, timing is everything. We now live in the age of the always-on customers. In other words, business grows hinges on your ability to deliver amazing experiences. And improving on those experiences requires a constant stream of feedback to your team. What if you could funnel customer feedback to the right people so they can take the right action in real time?
Aspect
APRIL 10, 2018
April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying. It’s not surprising that so many American are nervous: The US tax code is beyond the knowledge of most taxpayers, and the supposedly simple forms and instructions are virtually undecipherable unless you are a CPA, in fact, only 8.5% of Americans use the IRS forms.
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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
GetFeedback
APRIL 10, 2018
When you're a CSM juggling dozens of new accounts, tuning into customers' needs is challenging enough. Start measuring customer health without the headache.
Fonolo
APRIL 10, 2018
Apple’s new Business Chat could have a huge impact on customer service by changing the balance of forces between consumers and companies. We all know what good customer service should look like, and the people on the “inside” know it just as well as you do. Those folks – from the CIO down to the floor-level call center manager – are consumers too, after all; but the pressure of short-term goals leads them astray.
CX Advantage Walker
APRIL 10, 2018
I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not. Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.
Toister Performance Solutions
APRIL 10, 2018
I recently received an email from Timothy Chan, Regional Fleet Acquisition and Retention Specialist at HappyFresh. While I get a lot of similar emails, this one stood out for both his enthusiasm and the fact that my book had somehow made it all the way to Malaysia. "Tim from Malaysia here. I work for an online grocery shopping company. I have just finished reading your book, The Service Culture Handbook, and I must say I enjoyed it immensely.
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.
Outsource Consultants
APRIL 10, 2018
A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers. After seeing loyalty scores, most companies will discover that they have much to improve to get the most loyalty from their customers. Kh says that companies need to retain customers by encouraging email newsletters, sending surveys, and offering discounts.
AnomalySquared
APRIL 10, 2018
Call center compliance is as important to success as headsets and a dialer. Non-adherence and non-compliance to any local and national legislation can have serious ramifications that can add up to hefty fines. So when it comes to compliance, knowledge is necessary. Here we begin a series discussing various legislations and policies that we adhere to so our call center not only protects information but insures our success, starting with FACTA.
LiveChat
APRIL 10, 2018
As an online store owner, you do everything you can to make sure that your business is running smoothly. You make sure the best photos of your products are taken. You craft the best product descriptions. And you make your site load times quick and navigation easy. Despite reaching your target sales figures for the month, you know that you could still do better.
Mindtouch
APRIL 10, 2018
Today’s customer support landscape is ruled by the companies that rule direct customer engagement. Whatever the reason, be it Mobilegeddon or life at the speed of the latest page refresh, our customers expect us to meet them wherever they are throughout the entire customer journey, from pre-purchase to post-sale and everything in between. Blink and that customer might be gone, probably on to the next micromoment.
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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.
Customer Experience Matters
APRIL 10, 2018
We just published a Temkin Group report, The State of CX Management, 2018. Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment.
Infinity
APRIL 10, 2018
Every business needs to keep their existing customers interested, but to ensure long-term success new customers are essential. The automotive sector is a fast-paced, ever-changing industry, so the challenge can feel even more brutal for marketers at car dealerships. As many as 89% of consumers look for vehicle information online, 1 requiring companies to translate searches into sales calls and visits to dealerships.
Altitude
APRIL 10, 2018
Hey, it seems that it was just yesterday that we were ladling out “Happy New Year” and today Q1 is already over! Time flies, huh? So, we thought: great time to look back at 2017 and further ahead into 2018 and share with you some of the great achievements that we brought to our customers, partners, and the industry last year.
Ameyo
APRIL 10, 2018
Customer support is an integral and pervasive part of the business and it is crucial for the helpdesk support team to deliver the best service possible to customers. But this is easier said than done! Picture a day in life of a customer support representative (CSR) and imagine the level of stress that an overflowing inbox with support tickets can result and eventually hamper the work efficiency.
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!
Jon Arnold
APRIL 10, 2018
That's the question posed for my latest No Jitter writeup, and it stems from several takeaways from last month's Enterprise Connect 2018. You don't have to look far on my blog to see what I've already written about the conference, but for No Jitter, it just seemed that a number of learnings from Enterprise Connect pointed to that big question. I'm not saying it's happening tomorrow, but the parallels are strong, and perhaps you'll agree after giving it a read.
Customer Experience Matters
APRIL 10, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to MetroPCS for earning the top customer experience score in the wireless industry.
Verint
APRIL 10, 2018
Engage18: On The Inside. Don’t have cowboy or cowgirl roots? That’s okay. You can still find ways to tap into your inner cowboy while attending the Verint Global Customer Conference in the Big D, May 14-17. Here are five ideas to try on for size. High-step it on over to the Cowtown Coliseum and stroll down the street the Coliseum lives on. It’s a street that’s filled with retail shops selling unique cowboy attire, including hats, boots and all the other cowboy fixings.
Customer Experience Matters
APRIL 10, 2018
We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Dish Network for earning the top customer experience rating across TV & Internet service providers.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Dialer 360
APRIL 10, 2018
Improving call center performance has always been a target of the call center supervisor and the owner. Call enter is a place where customers are calling for making a purchase or if they are looking for a solution, for the problem they are suffering with. However as the industry and competition are getting bigger, it requires expertise in certain areas.
Revation Systems
APRIL 10, 2018
This post was originally published in April 2016. Yet as HIPAA and HITRUST certifications become increasingly important for health IT vendors, we felt the topic of HIPAA violations and safeguarding patient technology was worth revisiting — especially as healthcare cyberattacks continue to rise. Recently Doug Weber outlined what it takes to build a security-first culture.
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