TeamSupport

OCTOBER 5, 2018

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues outside of their specialty then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in to maximize the time and effort of your agents.

Customer Service 59

Customer Service Self service Service level Management 59

Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer centricity 308

Customer centricity Customer Experience 308

Call Center Weekly

OCTOBER 5, 2018

Core Values - The fundamental beliefs of a person or organization. Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. The core values are the solid foundational building blocks on which your culture is built. They are your company's principles, beliefs, or philosophy of values.

Customer Experience 143

Customer Experience Coaching B2B Personalization 143

Liveops

OCTOBER 5, 2018

You’re in your element. Now, keep your eye on the prize! Being your own boss, working from home and selecting your hours are all wonderful perks of being an independent customer service agent. Even so, staying productive and driven—especially when working from home—can be a challenge. In honor of Customer Service Appreciation Week, we curated real conversations from the Liveops agent online community, Liveops Nation , to compile the top 10 tips for staying motivated and delivering successful res

Personalization 90

Personalization Customer Service 90

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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.

Concentrix

OCTOBER 5, 2018

The post Concentrix Announces Close of Acquisition with Convergys appeared first on Concentrix.

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LiveChat

OCTOBER 5, 2018

A majority of businesses feel that generating leads is one of their top challenges , which isn’t much of a surprise considering: 61% of companies run 5 or less landing page tests per month. 48% of landing pages contain multiple offers. 75% of marketers struggle with optimizing landing page copy. Only 16% of landing pages are free of navigation bars.

Best practices 62

Best practices Real estate Education Advertising 62

Kayako

OCTOBER 5, 2018

With the use of technology on the rise, the customer experience landscape has changed forever. Long wait times and slow responses are no longer acceptable and have a huge impact on customer satisfaction. Immediate gratification and meeting high customer expectations are paramount. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible.

Technology 48

Technology Banking Wait times CRM 48

Mindtouch

OCTOBER 5, 2018

After graduating college, Darragh Shorten knew he wanted to experience the California lifestyle, a change from the rolling green hills of Ireland. Within a few weeks, Darragh was introduced to Aaron Rice, a fellow Irishman and then COO of MindTouch. Soon, Darragh had obtained a position on the MindTouch support team as a Support Agent. Darragh’s experience in software development provided a perfect fit for the role of helping customers be successful with their MindTouch implementations.

Self service 48

Self service Customer Experience Customer Service Management 48

CustomerServ

OCTOBER 5, 2018

In today’s agile business environment, the Request for Proposal (RFP) can seem like an overly cumbersome process for vetting call center outsourcing vendors. In our article, The Blind RFP , we described how RFPs are often blasted out to vendors indiscriminately. Let’s expand on this conversation with a more holistic analysis on what’s wrong with RFPs, what’s right with them and alternatives to the traditional RFP process.

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outsourcing Call Center 48

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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

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RapportBoost

OCTOBER 5, 2018

Hi everyone! Dani Apgar here from RapportBoost with your RapportBoosting tip on Emotionally Charged words. . RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of SMS & chat conversations for brands. Tip #6 is short & sweet. . Emotionally charged words can produce a strong reaction in a visitor. Use of emotionally charged words can be tricky and we recommend limiting their use.

Marketing 40

Marketing Technology 40

Chip Bell

OCTOBER 5, 2018

Today is Friday, October 5th. National Customer Service Week has been going all week and we have been celebrating great customer service heroes. Our CS hero for Friday serves as the concierge and host extraordinaire for the Park Hyatt in Manhattan—Michael Sinatra. It was an hour before the start of Broadway shows and the concierge desk was glutted with guests seeking help with dinner reservations, directions, shopping recommendations, and last-minute show tickets.

Customer Service 40

Customer Service Customer Experience Management 40

Uniphore

OCTOBER 5, 2018

In order to step up to the seemingly impossible challenge of enabling deeper customer engagements, support organizations are turning to automation. It expands self-service from responding to questions, to actually completing customer requests such as returning a product or changing a flight. Automation can also assist agents who deal with a common contact center problem of having to juggle multiple systems and applications during live customer interactions.

Customer Service 40

Customer Service Self service Contact Center Technology 40

CSM Magazine

OCTOBER 5, 2018

Malene Wessel explains how to measure the success of your live chat solution. Live chat used to be considered a “nice to have” website feature. Today it’s expected by customers. In fact, Forrester found that 73% of consumers say good online customer service is most important to them. With this in mind, it’s important to monitor the success of your live chat solution to ensure quality service.

Chatbots 40

Chatbots Metrics Customer retention Service level 40

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

Creative Virtual

OCTOBER 5, 2018

By Chris Ezekiel, Founder & CEO. Customer Service Week was celebrated this week along with Customer Experience Day (CX Day) on 2nd October. These annual events got me contemplating on the future of customer service. Whilst I’m all for automation – as you would expect from someone leading a company that develops chatbot technology to automate customer service!

Chatbots 40

Chatbots Customer Service Technology Customer Experience 40

CSM Magazine

OCTOBER 5, 2018

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular.

Airlines 40

Airlines Customer Service Surveys Personalization 40

ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard.

industry standards 207

industry standards Personalization Engineering Consulting 207

ChurnZero

OCTOBER 5, 2018

This is the second installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring Brooke Goodbary , who is a Customer Success expert at dataxu. She shares her experience working on the frontlines of Customer Success in fast growing startups at brooke.land/blog.

Enterprise 45

Enterprise Customer centricity SaaS Sales 45

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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