Beyond Philosophy

OCTOBER 9, 2017

Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. The idea I often share is that customer emotions influence over half of your Customer Experience. However, just knowing customers are emotional doesn’t help your business….unless you know how to use this information to improve your business outcome. How your customers feel about your experience is the most significant factor to your Customer Experience success.

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Customer emotions Consulting Consulting Customer Experience 364

Call Center Weekly

OCTOBER 9, 2017

By Sean Hawkins Organizations that understand the true value of professional development, culture, innovation, and creativity, also recognize the value of continuously educating their employee base. These organizations are the ones that will be better positioned to adapt to the rapidly changing demands of today’s work environment. Incorporating professional development within the overall corporate strategy, with so many competing interests and tight budgets, is a challenge.

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Contact Center Morale Government Education 273

ShepHyken

OCTOBER 9, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Netflix Sent the Best Cease-and-Desist Letter to This Unauthorized Stranger Things Bar by Tim Nudd. (Adweek) Netflix seemingly can do no wrong when it comes to its marketing.

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Customer Service Morale CRM Customer Experience 104

SharpenCX

OCTOBER 9, 2017

There are a number of different ways contact centers can measure success and customer satisfaction is a key part of that. This is usually done with a CSAT score, which is a metric that is used to evaluate customer satisfaction.A high CSAT score will help you hang onto your current customers. This is important because [.]. Read More. The post CSAT and Conflict Resolution: What You Should Know appeared first on Sharpen Contact Center Software.

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Contact center software Contact Center Metrics call center software 52

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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.

VocalCom

OCTOBER 9, 2017

Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills.

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Sales Scripts Contact center software Gamification 48

VocalCom

OCTOBER 9, 2017

Sales agents may be motivated to do their job well, but they need the right tools to help them perform at their best. Peer support, technology, and regular training are all essential to helping agents achieve their goals and driving brand success. Here are five ways companies can empower sales agents to reach their optimal performance. Help them develop their interpersonal skills.

Sales 48

Sales Scripts Contact center software Gamification 48

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and … Continue reading → The post The Measures Every Contact Center Should Have appeared first on Brad Cleveland.

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Contact Center Management Call Center Customer Service 26

aircall

OCTOBER 9, 2017

Nobody likes to be misunderstood. It’s a painful personal experience that can leave us feeling anything from anger and frustration to isolation and depression. That’s what makes empathy so powerful. A tiny dose of understanding, delivered at the right time, can save someone from sliding into despair and pull them closer to contentment. Customer service directors know this well.

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Customer Service Scripts Interactive Voice Response Call Center 54

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

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Contact Center Management Call Center Customer Service 20

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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

Surveys

Aspect

OCTOBER 9, 2017

It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not? According to Sprout Social, 55 percent of consumers of consumers call out brands on social to get a resolution or response. Public complaints like these can likely leave customer service reps who provide great service feeling underappreciated and lacking recognition.

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Customer Service Airlines Management Customer Experience 77

Brad Cleveland Blog

OCTOBER 9, 2017

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data!

Contact Center 20

Contact Center Management Call Center Customer Service 20

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. Today, we have a new name and a new brand.

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Contact Center Marketing Customer Experience Technology 0

Verint

OCTOBER 9, 2017

As the world leader in serving science—with a mission to enable its customers to make the world healthier, cleaner and safer—Thermo Fisher Scientific was challenged by too many survey platforms, which, in turn, made valuable survey data more difficult to manage. The company needed a single survey platform to reduce administration time, improve data collection, and minimize customer frustration.

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Surveys Enterprise Feedback Management 32

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

NICE inContact

OCTOBER 9, 2017

We’re relentlessly driving a new age of customer experience because we believe one-on-one customer interactions have a real and lasting impact on people’s lives. Everything we are doing as a company across our CXone product offering, our expert services, and our partner ecosystem that includes DEVone , is anchored in that belief. Today, we have a new name and a new brand.

Contact Center 48

Contact Center Marketing Customer Experience Technology 48